CMS Extension — Government Complaint Monitoring

Problem

The internal Complaint Management System (CMS) at Punjab Police handles citizen complaints with strict SLAs — but nothing flagged when those SLAs were quietly missed, when policy was being evaded, or when an offense classification changed after the fact. Manual oversight didn’t scale across thousands of records.

My approach

I built a production-grade Chrome extension that runs inside the CMS, reading the live DOM and DataTables API to monitor records in real time — without touching the underlying government system.

Workflow

1. Observe, don’t interfere. The extension is a passive overlay; it reads rendered data and the DataTables API, never mutating CMS state.
2. SLA timers. Each complaint is checked against its deadline; breaches are surfaced immediately.
3. Policy-evasion detection. Patterns that indicate circumvention are flagged for review.
4. Offense-change tracking. When a classification changes post-submission, the extension records the before/after so accountability is preserved.

Outcome

What was invisible became auditable. Supervisors gained a live view of SLA health and a tamper-evident trail of suspicious changes — all from a lightweight extension that required no changes to the core government system.