SRM Readiness & 90-Day Planner

How to use this planner

• ☐Rate each dimension 1 (not in place) to 5 (embedded / governed)
• ☐Circle your three lowest scores — those become your priorities
• ☐Write DIY actions for 30 / 60 / 90 days
• ☐Optional: complete a scored diagnostic if your organisation uses one

Dimension A — Grievance intake & case lifecycle

Score ___ / 5

• ☐30 days: map every intake channel; define one case ID convention
• ☐60 days: pilot structured triage at one priority site
• ☐90 days: enforce verified closure + weekly aging review

Dimension B — Ownership, SLA & escalation

Score ___ / 5

• ☐30 days: named owner + SLA on every high-severity open case; simple RACI
• ☐60 days: reminders + escalation ladder for breaches
• ☐90 days: standing SLA review with minuted owners

Dimension C — Field accessibility & adoption

Score ___ / 5

• ☐30 days: identify three highest-friction capture points
• ☐60 days: train liaison officers on assisted / multilingual intake
• ☐90 days: measure submission completeness weekly

Dimension D — Community engagement & trust

Score ___ / 5

• ☐30 days: acknowledgment and update cadences (e.g. 48h / 14-day)
• ☐60 days: community feedback session on grievance channels
• ☐90 days: share anonymised trends with community reps

Dimension E — Reporting & ESG readiness

Score ___ / 5

• ☐30 days: agree minimum KPI set (volume, SLA, severity, closure, aging)
• ☐60 days: monthly social performance pack for one site
• ☐90 days: multi-site roll-up with audit trail

Dimension F — Data quality & assurance

Score ___ / 5

• ☐30 days: evidence stubs on high-severity closures + duplicate check
• ☐60 days: sample 10% of closed cases for quality
• ☐90 days: quarterly assurance calendar with corrective actions