Luxury residential neighborhoods. A university and its 24/7 teaching hospital. A championship golf club and spa. Schools, clinics, retail and commercial blocks. Behind every one of them sits the same quiet truth: a premium reputation is won or lost on how fast things get fixed.
🏘️
Residential
Villas & apartments across multiple compounds — tenants who expect five-star response.
🎓
Education
NewGiza University & schools — labs, lecture halls, campuses that can't go dark.
🏥
Healthcare
A 24/7 university hospital where a "power outage" is never just a ticket.
When maintenance lives in phone calls, WhatsApp groups and paper logs, requests vanish, blame floats, and no one can prove how long anything actually took. At NewGiza's scale, that's not friction — it's reputational risk multiplied across thousands of residents and guests.
0
requests lost
100%
accountable
Live
visibility
Next: what we built to solve it
02System Overview
The Facility Intelligence System
An internal, web-based ticketing and operations platform that manages facility maintenance and service requests end-to-end — from submission through resolution — with automated intelligence, SLA enforcement, and real-time operational visibility.
WHAT IT DOES
Captures every request through a guided, structured form
Detects emergencies and recurring problems on its own
Records an immutable audit trail of who did what, when
Surfaces it all on a real-time intelligence dashboard
BUILT FOR FOUR KINDS OF PEOPLE
Requesters — staff & tenants who report issues
Dispatchers — coordinators who route the work
Team Members — field technicians who fix it
Admins — facility managers who see everything
Clean, modern, card-based interface. Light, color-coded priority & status indicators. Fully responsive — desktop and mobile. Each role sees only what they need.
ENTITY
Ticket
ENTITY
TicketLog
ENTITY
Notification
ENTITY
SLAConfig
ENTITY
User
03User Roles & Access
Four roles. One tailored interface each.
Every person who touches the system sees a version built for exactly their job — no clutter, no confusion.
Click any role to see what they can do
🙋
Requester
Any staff member or tenant
Reports issues & tracks them. Tap to expand →
Submit tickets via a guided form
Track their own requests in real time
View live status updates & notifications
Sees only their own tickets — full data isolation
🧭
Dispatcher
Central coordinator
Routes the work. Tap to expand →
Review all open, unassigned tickets
Assign them to the correct department
Prioritize routing — emergencies first
Re-route rejected tickets
🛠️
Team Member
Field technician / dept. staff
Does the work. Tap to expand →
Accept or reject tickets assigned to their dept.
Execute the work on the ground
Mark resolved with notes, materials & photos
Sees only their department's tickets
👑
Admin
Facility manager / system owner
Sees & controls everything. Tap to expand →
Full access to everything
Analytics & operational intelligence
SLA configuration & smart-detection rules
User management & invitations
SECURED BY DESIGN
Role is stored server-side on the user record — it cannot be spoofed. The sidebar itself only renders the links a role is permitted to see, and every action button checks both role and ticket status before it ever appears.
04The Ticket Lifecycle
Every request follows one clear path.
Nothing falls through the cracks because nothing skips a step. Watch a ticket travel its full lifecycle.
Press play to watch it move
📝
STEP 1
Open
Requester submits. System auto-scans the description for emergency keywords and may upgrade priority instantly.
🧭
STEP 2
Assigned
Dispatcher reviews and routes the ticket to the correct department — Maintenance, IT, Security and more.
⚡
STEP 3
In Progress
A team member accepts. The SLA clock is now actively tracked and work begins on the ground.
✅
STEP 4
Resolved
Marked resolved with execution notes, materials used, and optional completion photos.
🔒
STEP 5
Closed
Requester or admin confirms closure. The SLA resolution timestamp is recorded for good.
⏸️ On Hold
Work paused — awaiting parts, access, or a third party.
🚨 Escalated
SLA breached — flagged and escalated to management automatically.
↩️ Reopened
A closed ticket that wasn't truly fixed is reopened by requester or admin.
Recurring flag — whether it's a known recurring issue
Auto-priority flag — whether the system intervened
05Smart Intelligence
The system that thinks for itself.
Four layers of automation work silently in the background — catching emergencies, enforcing deadlines, and spotting patterns before they become problems.
A · Auto-Priority Detection
B · SLA Engine
C · Recurring Issue Detection
D · Secondary Escalation
LIVE DEMO
Type a problem like a resident would
The system scans every word in real time. Try a phrase — or tap an example below.
💡 "gas leak in the basement"💡 "flickering light, low priority"💡 "burst pipe flooding"
⚠️
Emergency keywords detected — Priority has been automatically set to Emergency.
DETECTED PRIORITY
SYSTEM FLAG
—
HOW IT WORKS
When a ticket is created, the system scans the description for emergency keywords. If detected, priority is automatically upgraded to Emergency, a red alert warns the submitter, and an auto_priority_applied flag is stored so admins always know the system intervened.
WATCHED KEYWORDS (LIVE)
floodfiresmokegas leakcollapseexplosionsewageburst pipepower outageinjurytrappedchemicalelectrocution+ more
CONFIGURABLE SLA THRESHOLDS
EMERGENCY
Response15 min
Resolution2 hours
HIGH
Response1 hour
Resolution8 hours
MEDIUM
Response4 hours
Resolution24 hours
LOW
Response24 hours
Resolution72 hours
Deadlines are calculated server-side at creation and can't be modified afterward. Every threshold is configurable by the admin.
LIVE SLA TIMER
Watch a deadline breathe
A live countdown sits on every ticket. Watch it cross from healthy → warning → breach, then auto-escalate.
RESOLUTION SLA · 02:00:00 LEFT
OK
<1HR WARNING
BREACHED
On breach, the ticket is automatically escalated, flagged in the system, and highlighted on the admin dashboard.
PATTERN RECOGNITION
The system watches the same building + zone + category combination over a rolling 30-day window. Cross the threshold (default: 3 tickets) and it flags the issue as Recurring — then surfaces it on the admin dashboard with a recommended preventive action.
This is the shift from reactive to predictive facility management. Stop fixing the same thing five times — fix the root cause once.
DASHBOARD SURFACES IT LIKE THIS
Recurring30-DAY WINDOW
East Wing — Offices · IT
4 tickets in 30 daysPreventive Maint. Recommended
Recurring30-DAY WINDOW
Golf Clubhouse — Kitchen · Maintenance
3 tickets in 30 daysPreventive Maint. Recommended
WHEN ONE ALARM ISN'T ENOUGH
Secondary Escalation
Ticket created→First SLA breach · auto-escalated→Still unresolved · secondary timer fires→Escalated to Department Manager
If a ticket remains unresolved even after the first breach, a secondary escalation timer triggers and pushes it up to department-manager level for direct intervention. No issue gets to quietly rot in a queue.
06The Interface · Screen by Screen
Not a wireframe. The real thing.
This is exactly what your teams will use. Click any screen below to explore it inside a live interface frame.
Tap a screen name to switch the view
01 Admin Dashboard
02 Submit Ticket
03 Ticket Detail
04 Dispatcher Queue
05 Team Queue
06 My Tickets
07 All Tickets
08 Notifications
09 Analytics
10 Admin Settings
11 User Management
Admin Dashboard — Facility Intelligence Hub
The command center. Real-time metrics, charts, a location heatmap and live recurring-issue intelligence — the whole operation at a glance.
ROLE · ADMIN
Swipe the screen sideways to explore it
facility-intelligence.newgiza.app
FIS
▦ Dashboard
▤ All Tickets
⤧ Dispatcher Queue
◷ Analytics
⚙ Admin Settings
◌ User Management
◔ Notifications 3
FM
Facility Mgr
ADMIN
Facility Intelligence Hub
Real-time operational overview · all buildings
42
Total Open
3
Emergency
2
SLA Breaches
5
Escalated
18
Resolved Today
🚨 2 tickets in active SLA breach — #A1F2 NGUH ICU · #C0D4 Golf Clubhouse
Volume — last 7 days ●Daily Weekly Monthly
M
T
W
T
F
S
S
SLA Compliance
94%
▲ WITHIN TARGET
Location Heatmap · Buildings × Zones
Z1
Z2
Z3
Z4
NGUH
7
3
1
0
University
3
1
4
0
Golf Club
1
5
0
2
Compound A
0
2
3
1
Recurring Issues
East Wing · IT4 / 30d
Clubhouse Kitchen · Maint.3 / 30d
↳ Preventive maintenance recommended
Submit a Ticket
Guided form · takes under a minute
🛠️ Maintenance ▾
NewGiza University Hospital ▾
Basement — Parking B2 ▾
🔴 Emergency (auto-set)▾
Brief title of the issue
There is a gas leak in the basement parking…
⚠️ Emergency keywords detected — Priority set to Emergency
🖼️
+
Submitting on behalf of someone else
Submit Ticket
#A1F2C9
Gas leak — Basement Parking B2
In ProgressEmergencyAuto-Priority
Ticket Info
Strong gas smell reported in basement parking, level B2 near the elevator core. Area cordoned.
📁 Maintenance📍 NGUH · B2👤 R. Sami
Audit Log
Ticket created Open
R. Sami · 09:02
Dispatched to Maintenance Assigned
Dispatcher · 09:04
Accepted In Progress
A. Tarek · 09:07
"En route with gas team"
SLA Timers
Response · ✓ Completed
Resolution · 00:41 left
Assignment
Dept: Maintenance Tech: A. Tarek
Mark Resolved
Dispatcher Queue
Unassigned tickets · sorted by priority
12
Total Open
2
Emergency
4
High Priority
1
Awaiting Re-route
Emergency
Gas leak — Basement B2
📍 NGUH · B2 · 2 min ago
Dispatch ▾
High
AC failure — Lecture Hall 3
📍 University · 14 min ago
Dispatch ▾
Medium
Spill — Clubhouse lobby
📍 Golf Club · 38 min ago
Dispatch ▾
My Queue — Maintenance
Tickets assigned to your department
● Incoming (2)Active (1)Resolved (9)
EmergencySLA 00:12
Gas leak — Basement Parking B2
Accept
Reject
HighSLA 00:47
Elevator stuck — Tower B
Accept
Reject
My Tickets
Everything you've reported, in real time
2
Active
5
Resolved
11
Closed
🔍 Search your tickets…
All Status ▾
All Priority ▾
#7B2EIn Progress
AC not cooling — Apartment 4B
📍 Compound A · Tower 2 · 1 hr ago
#9C1AAssigned
Leaking tap — Kitchen
📍 Compound A · Tower 2 · 3 hr ago
#4F8DResolved
Lobby light replaced
📍 Compound A · Lobby · Yesterday
#2A6EClosed
Parking gate sensor
📍 Compound A · Gate · 2 days ago
All Tickets
Every request across NewGiza
🚨 2 escalated tickets require immediate attention
🔁 2 recurring issue patterns detected
🔍 Search…
Status ▾
Priority ▾
Dept ▾
#A1F2Escalated
Gas leak — Basement B2
📍 NGUH · A. Tarek
#3D9KRecurring
Network drop — East Wing
📍 University · IT team
#5E2PIn Progress
Pool pump service
📍 Golf Club · M. Hany
#8J4LResolved
Spill cleanup — Lobby
📍 Clubhouse · Housekeeping
Notifications
Mark all read
Every lifecycle transition, delivered live
🚨
Ticket #A1F2 breached SLA and was escalated
3 min ago · View Ticket →
📨
New ticket assigned to Maintenance
9 min ago · View Ticket →
✅
Ticket #8J4L marked resolved — confirm to close
1 hr ago · View Ticket →
⏳
SLA warning — #5E2P nearing deadline
2 hr ago · View Ticket →
Analytics
Last 30 days ▾All Depts ▾
Deep-dive for management reporting
312
Total Tickets
94%
SLA Compliance
9
Escalated
3.4h
Avg Resolution
Most Frequent Issue Types
Maint.
IT
Housekeep
Security
Avg Resolution by Dept (hrs)
Mnt
IT
HK
Sec
Staff Performance
Team MemberHandledResolvedAvg TimeRate
A. Tarek48462.1h96%
M. Hany39353.8h90%
S. Nour27215.2h78%
Admin Settings
Fully configurable — changes apply to all future tickets
Color-coded status & priority badges, live SLA timer components, clickable ticket cards, audit-log timelines, toast confirmations, skeleton loaders, empty states, confirmation dialogs — every detail considered, on desktop and mobile.
07Security & Access Control
Locked down at every layer.
For a development like NewGiza, trust is everything. The system is gated by role, isolated by data, and recorded immutably — so the integrity of your operation can never be questioned.
🔐
Authentication
Every page requires a logged-in user; unauthenticated visitors are redirected to login automatically. Sessions are managed at platform level (JWT-based), with a clear "user not registered" state for invited-but-unprovisioned accounts.
🛡️
Role-Based Access Control
Every page and action is gated by role. The sidebar only renders links a role is permitted to see, and accessing a restricted URL directly results in a redirect or access-denied state.
🧩
Data Isolation
Requesters see only their own tickets. Team members see only their department's. Dispatchers see all open tickets but never admin settings or users. Admins have full read/write.
🎯
Action-Level Security
Accept, Reject, Resolve, Close and Dispatch buttons only render for the correct role and the correct status. Rejection requires written justification, enforced before the button enables.
📜
Immutable Audit Trail
Every status change, acceptance, rejection, resolution and closure writes an append-only entry to the TicketLog — ticket ID, user, action, old & new status, timestamp, notes. Logs cannot be edited or deleted.
🔔
Notification Security
Notifications are filtered strictly by the logged-in user's email. User A can never see User B's notifications.
🖼️
Photo & File Security
Uploaded photos are stored via secure managed storage and returned as URLs only accessible to users who can access that ticket.
⏱️
SLA & Escalation Integrity
SLA deadlines are calculated server-side at creation from stored config and cannot be modified afterward. Escalation flags are system-set, never user-set — no manual manipulation.
08End-to-End Flows
Five real scenarios, start to finish.
This is how the system behaves in the real world — not theory, the actual path each request takes.
Eight outcomes your leadership will feel from day one.
01
Full Visibility
Nothing falls through the cracks. Every request is tracked end-to-end, across every building.
02
Accountability
A complete, immutable audit log of who did what and when — for disputes, compliance and reviews.
03
Speed
Smart routing and enforced SLAs cut resolution times and protect your guest experience.
04
Intelligence
Auto-priority and recurring-issue detection stop incidents before they escalate.
05
Role-Appropriate UX
Each user sees only what they need — less noise, fewer errors, faster adoption.
06
Data-Driven Management
Decisions based on real operational data, not gut feeling.
07
Scalable
Works across multiple buildings, zones, departments and team sizes — built for a growing city.
08
Configurable
SLA thresholds, departments, buildings, zones — all customizable by your admins.
Built by 13 AI
Conceived, designed and built by an AI-native studio.
13 AI is a creative agency that uses AI to generate, create and produce anything — to the highest possible standard. This system, this presentation, this entire experience: that's what we do. Imagine what we build next for NewGiza.
⚡
AI-Native
Speed and quality that traditional studios can't match.
🎯
End-to-End
Strategy, design, build and deploy — under one roof.
