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Dispatch App Dashboard

FRD for the Implementation of the Dispatch RBAC

1. Summary

This section of this document outlines the role-based access control (RBAC) implementation for the Emergency Dispatch & Ambulance Management Dashboard. The system ensures different user roles have appropriate access levels, restricting views and actions based on designation. The primary goal is to provide an efficient dispatch system where team members focus on executing their tasks while higher-level users oversee, manage, and analyze operations.

2. Roles and Access Levels (Speak with Joshua on this)

Table 10

Table 10

Column 1

Column 2

Column 3

Role

Designation

Privileges

Super Admin

Executive

Full access to all features, including user management, analytics, and report generation.

Admin

Management

Access to most features, except user management at the highest level. Can generate and view all reports.

Team Lead

Can access all cases, and review performance reports of team members. Can generate and view reports related to their team.

Team Member

Dispatcher

Limited access; can create new cases, create ambulance requests, track ongoing cases, log work done, and see personal performance metrics. Cannot generate reports.

There are no rows in this table

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3. Key Features & Widgets

A. Dispatch App Views

1. Super Admin & Admin Dispatch App

Full Metrics View on their Dashboard

Total Emergency Calls Received

Call Answer Rate (%) (To be Filterable)

Response Time (Dispatch to Arrival)

Incident Resolution Time

Escalation Rate (%)

Missed Calls Due to Capacity

Lives Saved (%)

Geographic Spread of Responses

Customer Satisfaction Score

Patient Outcome Analytics

System Usage & Performance Trends

User Management

Create, Edit, Remove Users

Assign Roles & Privileges

Report Generation

Generate & Export Custom Reports

View Reports Across All Teams

Case & Ambulance Management

Full access to cases, ambulances, and full activities taken on all cases.

2. Team Lead Dispatch App

Team-Level Metrics

Total Cases handled by the Team Lead and the Team Members

Response Time per Team Member

Resolution Time per Team Member

Individual Team Member Performance Breakdown

Case Severity Analysis

Case Access

View & Manage All Cases

Create new cases and Ambulance Requests

Assign Cases to Team Members (Responders)

Review and Update Case Status

Reports & Analytics

Generate & View Team-Level Reports

Download and Export Reports for Team Members

3. Team Member Dispatch App

Personal Performance Metrics

Cases Created on the Dispatch App

Cases Assigned to Responders (I am not sure about this yet)

Cases Completed

Response Time per Case

Resolution Time per Case

Limited Case Access

Creation of new Cases and Ambulance requests

Assign cases to responders.

View Assigned Cases Only

Update Case Status & Log Work Done

Read-Only Reports

View Summary Reports of Completed Cases

No Ability to Generate or Export Reports

4. System Flow & Functionality

A. Case Management Flow

1. Super Admin & Admin

Access and manage all cases across all teams

Analyze overall case trends

2. Team Lead

Create, View and assign cases to team members (Responders)

Review case updates and ensure resolution

Generate reports on case handling efficiency

3. Team Member

Create, View and assign cases to team members (Responders)

Update progress and mark cases as completed

B. Reports & Analytics Flow

1. Super Admin & Admin

Access, generate, and export system-wide reports

View all historical and real-time data

2. Team Lead

Generate reports for their team only

Cannot access data outside their assigned team

3. Team Member

View read-only reports of personal performance

No report generation privileges

5. Filtering & Sorting

Table 11

Table 11

Filter Option

Available To

Case Status (Open, In-Progress, Closed)

Severity (High, Medium, Low)

Emergency Type (Medical, Non-Emergency)

Assigned Responder

Date Range

Location

There are no rows in this table

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6. Preconditions & Postconditions

Preconditions

User must be logged in.

Data must be available in real-time.

Users can only access views permitted by their roles.

Postconditions

Dashboards display correct data according to role-based privileges.

Users can interact with cases and reports based on their permissions.

Unauthorized users are restricted from accessing higher-level data.

7. Acceptance Criteria

Dashboard views must reflect role-based access correctly.

Team Members can only access their assigned cases.

Team Leads can view all cases under their supervision.

Admins and Super Admins can access system-wide data.

Unauthorized users must receive an "Access Denied" message when trying to view restricted areas.

Report generation is restricted to authorized users only.

8. Business Rules

Team Members can assign cases; as well as Team Leads and above can do so.

Team Members cannot generate or export reports.

All cases must have a tag of the Dispatch Team member who handled each case.

Team Leads can only manage cases within their team.

Admins and Super Admins can manage users, teams, and system-wide settings.

Filters and sorting options should dynamically update data based on user privileges.

9. Summary of User Flow

Super Admin/Admin: Logs in → Accesses full dashboard → Manages users, cases, and reports.

Team Lead: Logs in → Views team performance → Assigns and reviews cases → Updates case status → Generates team reports.

Team Member: Logs in → Assigns and reviews cases → Updates case status → Views personal performance metrics.

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