# Incident Management (LIA)

Module: Incident Management (LIA)
Module slug: incident-management-lia
Source URL: https://helpcentre.shipsy.io/en-US/shipsy/article/9GACc9LI-incident-management-lia
Article ID: 9GACc9LI
Breadcrumbs: Incident Management (LIA)

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LIA Co-pilot is a smart logistics management platform that combines an incident generation engine with an incident management tool. It monitors operations in real-time, automatically identifies issues based on configurable KPI thresholds, and alerts relevant managers for immediate action, enabling faster issue resolution and freeing up management bandwidth through exception-based management.  
  
**Overview**  
LIA Co-pilot is a comprehensive smart logistics management platform designed to streamline operations by providing real-time monitoring, issue identification, and incident management capabilities. The platform consists of two primary components: an incident generation engine and an incident management tool.  
  
**Core Components**  
1. **Incident Generation Engine**

* **Real-time Analysis**: Continuously analyzes operational KPIs to generate incidents in real-time, significantly reducing problem identification time compared to traditional overnight data processes
* **Configurable Parameters**: Allows customization of target KPIs, efficiency thresholds, and time limits to tailor incidents to specific business requirements
* **Automatic Allocation**: Identifies and assigns incidents to responsible individuals based on hub/employee hierarchy, enabling swift corrective action
* **Comprehensive KPI Monitoring**: Monitors multiple operational metrics including:

  * Hub level attendance
  * Shift duration tracking
  * Rider orders per hour (OPH)
  * Average delivery time
  * SLA breach rates (hub and rider level)
  * Average order collection time
  * Average preparation time
  * Order clubbing at hub
  * Cash management with riders
  * Average time to return to hub

2. **Incident Management Tool**

* **Dashboard View**: Provides a landing screen with summary statistics on each metric for quick overview
* **Detailed Metric Cards**: Displays the severity of underlying incidents for each metric
* **Incident Listing**: Offers detailed tracking of selected metrics with:

  * Incident cards showing key details and status
  * SLA for action
  * Assignee information
* **Comprehensive Incident Details Page**: Serves as a single window to analyze incidents and take actions, including:

  * Key action recommendations
  * KPI trend visualization
  * Comment section for team collaboration
  * Historical status logs
  * Additional contextual details
* LIA Co-pilot includes a built-in notification service that ensures timely alerts are sent to the right individuals, minimizing the risk of missed prompts and important updates

**Key Benefits**  
1. **Enhanced Operational Efficiency**

* **Faster Issue Resolution**: Enables immediate problem identification and seamless communication, reducing resolution time from days to near real-time
* **Management Bandwidth Optimization**: Shifts to a "management by exception" model, freeing up manager time for strategic tasks
* **Comprehensive Coverage**: Provides exhaustive KPI tracking of all operating objects without subjective bias or missed issues

2. **Process Improvement**

* **Proactive Monitoring**: Smart engine continuously monitors operations instead of waiting for overnight data transfers
* **Time Compression**: Reduces the typical 3-day cycle (data transfer → analysis → communication) to near real-time alerts
* **Targeted Communication**: Automatically highlights issues to the respective area managers who can take immediate action

3**. Business Impact**

* **Adaptability**: Configurable thresholds and parameters allow the platform to evolve with changing business requirements
* **Accountability**: Clear assignment of incidents with SLA tracking ensures timely resolution
* **Data-Driven Decision Making**: Provides trend analysis and historical logs to support informed operational decisions

**Note:** LIA Co-pilot is a module integrated within the Shipsy platform portal and is also available as a standalone app.

LIA Co-pilot represents a significant advancement in logistics management technology, moving from reactive to proactive operations management while ensuring comprehensive coverage of all critical performance indicators.