CMS Extension — Government Complaint Monitoring

Problem

The internal Complaint Management System (CMS) at Punjab Police handles citizen complaints under strict SLAs — but nothing flagged when those deadlines were quietly missed, when policy was being evaded, or when an offense classification changed after the fact. Manual oversight couldn’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 at all.

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 logs the before/after, so accountability holds up.

Outcome

What was invisible became auditable. Supervisors got a live view of SLA health and a tamper-evident trail of suspicious changes — all from a lightweight extension that required zero changes to the core government system.