City of Masvingo › Reports & Analytics
Reports
Period
Area
Team
SLA attainment trend — resolution, by month Drill through →
All priorities (Jun 92.4%)P1 only (Jun 90.8%)Target
Case intake by channel
Agent 44%
Portal 31%
Email 18%
API 7%
Portal share up 9pt since the citizen app launch in April.
Case volume by category
Water & sewer
184
Roads & drainage
121
Electrical / lighting
88
Refuse & environment
70
Facilities & halls
35
Billing queries
14
Water & sewer P1 rate 11% — 3× any other category. Aligns with G4/G5 mains condition.
Win / loss — closed this quarter
Win rate 69% by count · 75% by value. Top loss reason: budget deferred to next FY (3 of 5).
Median resolution time by team
Electrical
9.2h
Facilities
12.6h
Water
15.8h
Roads
27.3h
Refuse
20.1h
Roads driven by plant availability — 61% of duration is "awaiting plant". Flag for fleet module case.
Campaign performance All campaigns →
| Campaign | Channel | Cost | Leads | Converted | Won value | ROI |
|---|---|---|---|---|---|---|
| Local Authorities EAM webinar — May | Email + webinar | $1,800 | 34 | 6 | $121,000 | +66× |
| ZILGA conference booth | Event | $4,200 | 51 | 4 | $54,000 | +12× |
| Facilities managers SMS reactivation | SMS | $350 | 12 | 1 | $8,500 | +23× |
| Print advertorial — municipal journal | $2,600 | 5 | 0 | $0 | −100% |
Reporter satisfaction (CSAT)
Response rate 39%
5-star share 48%
1–2 star 9%
Post-closure SMS survey
Low scores cluster on Roads cases > 3 days old — matches resolution-time finding.