SayPro Track and respond to stakeholder queries through SayPro’s communications dashboard

From: SayPro Strategic Planning Office
Under: SayPro Operations Royalty
Reference: SayPro April SCOR-1 – Stakeholder Engagement and Service Responsiveness Initiative

As part of its institutional commitment to accountability, transparency, and responsive engagement, SayPro, through its Strategic Planning Office under Operations Royalty, has activated a structured process to track and respond to stakeholder queries via the SayPro Communications Dashboard.

This approach ensures timely, efficient, and consistent responses to queries received from internal and external stakeholders across all SayPro platforms and channels.

1. Purpose of the Communications Dashboard

The SayPro Communications Dashboard serves as the centralised tool for:

• Logging and categorising all incoming stakeholder questions and requests
• Assigning queries to relevant departments or response teams
• Tracking resolution timelines and response quality
• Monitoring communication trends and recurring issues
• Providing executive oversight and data-driven reporting

2. Sources of Queries Monitored

Queries are received through various integrated platforms and automatically logged into the dashboard, including:

• SayPro Website contact forms and live chat
• Email submissions via info@saypro.online and department-specific inboxes
• Feedback forms submitted during live sessions, trainings, or surveys
• SayPro Virtual Platform and mobile app queries
• Social media direct messages and tagged mentions (via integration with SayPro’s social media management tools)

3. Response Workflow and Accountability

The response process includes the following steps:

1. Automatic Query Capture & Categorisation
   • Each query is timestamped, categorised (e.g., finance, programme delivery, partnership, HR), and flagged for urgency.
2. Assignment to Departmental Leads
   • The system routes the query to the responsible focal person or department within 24 hours.
3. Internal Review & Response Preparation
   • Staff prepare an accurate, clear, and policy-aligned response.
   • Complex queries are escalated to senior management for review where required.
4. Response Delivery & Confirmation
   • Responses are delivered through the original channel (email, portal, or chat).
   • The system tracks if the recipient has opened or acknowledged the response.
5. Closure and Follow-Up Logging
   • Once the query is resolved, it is marked as closed, and a satisfaction rating (optional) is recorded.

4. Monitoring and Reporting

• A weekly report is generated showing the volume of queries, resolution times, departments engaged, and unresolved cases.
• A monthly stakeholder engagement report is submitted to SayPro leadership, highlighting trends, issues of concern, and areas needing communication improvement.
• High-frequency questions are escalated for inclusion in FAQ updates or broader communication efforts.

5. Benefits and Impact

The Communications Dashboard enables SayPro to:

• Improve stakeholder trust through prompt and accurate responses
• Reduce delays and miscommunication across departments
• Use real-time data to inform planning, FAQs, and training needs
• Demonstrate accountability and responsiveness to partners and the public

Conclusion

The use of the SayPro Communications Dashboard to track and respond to stakeholder queries is a key feature of SayPro’s digital governance and engagement strategy. It ensures that every voice is acknowledged, every question is addressed, and that the organisation’s commitment to transparency and responsiveness is upheld at every level.

All SayPro staff and partners are encouraged to continue using the available communication channels with confidence that their queries are being managed professionally and effectively.