How escalation works

You never need to chase anyone. If your issue is not resolved in time — or you reject a proposed resolution — the ticket automatically climbs the chain: LEVEL 1: Director General of the owning department (e.g. DG Labor) LEVEL 2: Secretary of the owning department LEVEL 3: IT Ministry leadership — Member, Secretary IT, and Minister IT (final tier, all departments) Every escalation carries the complete case history and an AI-drafted brief so the senior officer starts informed. At any level, once a fix is proposed you still confirm it, and IT still verifies it before closure — an escalated fix is not closed just because a senior person said it was done.