Contractor Dispatch
Recognise the technician who fixes it right. Not the one who closes the most tickets.
A monthly 0–100 score built from quality: SLA kept, first response, fixes that stay fixed, and what reporters said. Raw ticket volume is capped by design, so many jobs done badly can never beat fewer jobs done well.
- Score · 86 / 100
- SLA met · 19 of 21 jobs
- Top performer · Sep
- /myscore on WhatsApp
The problem
Ticket counts reward speed and punish care. The fastest closer is not the best technician.
Unit 12-3 is leaking again
Closed, then back. A rushed fix counts as a win on the leaderboard, then returns as a new ticket a week later and nobody links the two.
Why did Amir get the bonus? I did more jobs
Scores nobody can explain. A single opaque number invites arguments, and managers cannot show how a ranking was reached.
Boss, I always get the small jobs
Good people go unseen. The quiet technician with clean fixes and happy tenants never shows up in a tally of closed tickets.
How It Works
The shift log becomes the score. No one fills in an appraisal form.
Every input already exists in the field record.
1
Work is logged as it happens
Job by job. Assignment, first response, closure and evidence are stamped on each work order.
2
Quality is weighed
Volume is capped. SLA, response, first-time fixes and service ratings are combined, with ticket volume hard-capped in the weighting.
3
Scores and awards land
Month close. Each technician sees their own score, and awards are written once with the metric snapshot.
How it works
Every score explains itself
Full breakdown. Each score expands into every component, its weight and its contribution, and the parts sum to the number shown. No black boxes, in reviews or in disputes.
Volume is capped
Gaming is structural. Volume is normalised with diminishing returns and hard-capped in the weighting, and set-aside ratings and duplicate reports are excluded from the score.
Technicians see their own score
Private "my score". A card on the dashboard and /myscore on WhatsApp and Telegram, with the breakdown, so people know what to improve. No public rankings.
Monthly awards with the receipts
Snapshot at close. Top performer, most improved and best rated are written once at month close with the full metric snapshot frozen. New joiners show "building your score", never an unfair zero.
Works With
The signals behind the score
Service Ratings
Reporter feedback. What the person who reported the job said feeds the score.
Team Performance
Response and SLA. Per-person and per-site figures from the same record.
Work Orders
SLA clock per job. Assignment and closure times come from each work order.
GPS-Watermarked Evidence
Proof of the fix. Photos with time and location sit behind each closure.