Citizen portal, complaints and the public dashboard
my.hayaterp.com ↗The public side of Hayat Civic and complaints — the settings and portal link, the citizen portal on my.hayaterp.com (services, fee preview, sign-in with a phone code, applying with documents and a map pin, paying, tracking, certificates and renewals), complaints and grievances with photos and a location pin, routing to departments (with an AI suggestion), SLA, escalation and the citizen's feedback rating, the public transparency dashboard and the four reports.
Settings and the portal link
Open Civic settings (needs civic.manage):
| Setting | Default | Means |
|---|---|---|
| Organisation name, Name (local language) | The company name | Shown on the portal and on certificates |
| Citizen portal on | On | Off closes the portal, tracking and complaint pages |
| Public transparency dashboard (counts only) | On | The Performance page on the portal |
| Complaint SLA (days) | 7 | Time to resolve a complaint |
| Escalate every (days) | 3 | A late complaint goes one level up every this many days |
| Renewal reminder (days before expiry) | 30 | |
| Max upload (MB) | 10 | Largest document or photo citizens and staff may upload |
| Citizen session (days) | 30 | How long a citizen stays signed in |
| Fee income account | 4795 | See How money reaches the accounts |
Press Save settings. Create portal link makes your portal address (my.hayaterp.com/gov/…), then Copy it for your website, notice boards and social media. Reset link makes a new address and the old one stops working. The portal runs in the company where you first saved the settings.
Codes for citizens' sign-in go out through your own messaging settings — set up SMS or WhatsApp first.
The citizen portal
On my.hayaterp.com/gov/… a citizen can:
| Part | What they do |
|---|---|
| Services | Browse your services by category; Details & apply shows the description, fee (or Calculate fee from their answers for formula fees), the days it takes, the documents needed, the stages and a preview of the form |
| Sign in | Type their Mobile number, press Send code, type the code (and their name the first time). No password |
| My account | Their profile (name, CNIC, e-mail, address — Save profile), My applications, certificates and complaints |
| Apply now | Fill the form, put a pin on the map, upload documents, Save draft and come back later, then Submit |
| Pay | Pay the fee online with your online payments |
| Track | Each application has a tracking page (my.hayaterp.com/gov/track/…) with the status, the current stage, the history, the fee and the certificate |
| Certificates | Download the PDF, Renew a licence that is expiring |
| Report a problem | Lodge a complaint (below) |
| Performance | The transparency dashboard (below) |
A citizen can Withdraw an application before paying its fee. Returned applications show the officer's note; the citizen corrects them and submits again. A citizen may keep up to 10 drafts. The portal shows their CNIC only masked, and the tracking page masks the applicant's name.
Complaints
Citizens lodge complaints on the portal with Report a problem: a Category, a Description, a pin on the map or an address, and up to 5 photos (up to 5 open complaints each). Each gets a number (GRV-…) and its own page (my.hayaterp.com/gov/complaint/…). Staff with civic.process can lodge one for a caller or walk-in with + Complaint (category, description, address, name, phone, department).
A new complaint goes to the first department that lists its category, and is due within the Complaint SLA days.
Open Citizen complaints to work them — as a List, on a Map with pins, or By department; filter by Status, Department, Category and Breached.
| Step | Button |
|---|---|
| Send it to the right department (with a note); the head is notified | Route — ✦ Suggest asks Hayat AI for the department and urgency, which you can accept or change |
| Give it to an officer | Assign or Assign to me |
| Work on it | Start — In progress |
| Done | Resolve with the resolution the citizen will read |
| Not valid | Reject with a reason |
| Finish | Close a resolved complaint |
Escalation. Hayat checks every hour. A complaint past its SLA is marked breached, and every Escalate every days it goes one level up: first to the department's head, then to the civic admins as a critical notification.
Feedback. When the complaint is resolved, the citizen rates it from 1 to 5 stars on their complaint page (Send feedback) with a comment. The average rating per category is in the Complaints by category report.
The AI suggestion never sees the citizen's name, phone or ID numbers, and long numbers are blanked out.
The transparency dashboard
With Public transparency dashboard on, the portal has a Performance page anyone can open, for the last year:
- per service: applications received, done, pending, average days and the % done on time;
- per complaint category: received, resolved and average days;
- the totals.
It shows counts only — never names, numbers or documents — and is refreshed every few minutes.
Reports
Open Civic reports, choose the Report and From / To (the last 3 months by default), then Run.
| Report | Shows |
|---|---|
| SLA compliance by service | Received, decided, within SLA, breached, open and overdue, compliance %, average days |
| Backlog by department | Applications waiting, awaiting payment, returned to the applicant, stage overdue, oldest days; complaints, overdue and escalated |
| Fee revenue by service | Applications, renewals, invoiced, collected, outstanding |
| Complaints by category | Received, resolved, open, breached, escalated, average days, average rating |
Hayat Reports (see Hayat Reports) has a Hayat Civic applications dataset for your own charts and dashboards; fields marked personal are left out of it.