Sewa Kendra Bug Escalation Process
A comprehensive guide for Sewa Kendra operators and senior management on proper issue reporting and resolution procedures for portal technical issues
Common Issue Categories
Technical Errors
System crashes, error messages, timeouts, or unexpected behavior in portal functionality
Feature Missing
Required functionality not available or inaccessible in current portal version
Feature Requests
Enhancements or new capabilities needed to improve service delivery efficiency
Sewa Kendra Operators
First point of contact who identifies and documents technical issues in eSewa, token system, or unified portal
Senior Management
Master Trainers and ADMs who review, validate, and forward confirmed issues to technical team
Technical Team
Software developers and support staff who resolve issues
Step 1: Recording Full-Screen Video
Use Screen Recorder Only
Capture from start to end using computer screen recording software. Mobile or camera photos are not acceptable.
Full Page Capture
Record the complete screen showing the entire issue progression without cuts or interruptions.
Video Format Required
Acceptable formats include MP4, AVI, or MOV. Screen snipping tools must support video capture, not just images.
Screen recording provides technical teams with exact reproduction of the problem sequence, enabling faster diagnosis and resolution. Video evidence is mandatory—never submit screenshots alone.
Step 2: Clear Titles and Descriptions
Example: Good vs. Bad
❌ Bad: "eSewa not working"
✓ Good: "Birth Certificate Record Not Found in eSewa"
Description
Description of the issue with all details, for example: While applying for multiple copies of the birth certificate, the system is showing “no record found.”
Quality Standards: Do Error-Free Entries
₹500
Fine Amount
Per operator mistake causing wrong service output
100%
Accuracy Target
Required data entry precision for all transactions
0
Acceptable Errors
Zero tolerance policy for preventable mistakes
Best Practices
Thank You