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No-Show Update Policy

No Show Update Policy Diagram

Context​

Updating the No Show policy to create stricter rules, reduce ambiguity for OPS, and improve system automation.

Definition​

What is a No Show?​

A No Show is a status in the slot_user entity assigned when an applicant does not show up for a scheduled job and has not clocked in.

Problem Statement​

Operational Challenges​

  • OPS team struggles to consistently decide whether a user should be suspended or not.
  • Lack of clear and standardized rules leads to inconsistent decision-making.

Current Cancellation Limitation​

  • Applicants are required to upload a cancellation document (e.g., Medical Certificate) at the time of cancellation.
  • In reality:
    • Applicants who are sick may not have the document ready immediately.
    • They need additional time to obtain and submit the document after cancelling.

Current System Behavior​

  • The system runs a No Show process 24 hours after the job ends.

  • It queries slot_user records with status:

    • Applied
    • Acknowledge (i.e., users who have not clocked in)

  • Applicants who cancel can:

    • Submit supporting documents (e.g., MC) manually via WhatsApp or email to OPS
    • Do this anytime before being marked as No Show

Issues with Current Approach​

  • Too much flexibility is given to applicants.
  • Heavy reliance on manual OPS intervention.
  • Inconsistent enforcement of rules.

Objectives​

  • Establish clear and strict rules for applicants.
  • Provide a standardized workflow for OPS.
  • Reduce OPS workload through system-driven automation.
  • Enable fair and consistent decision-making regarding suspensions.

Proposed Changes​

1. Delayed Document Submission​

  • Applicants can upload cancellation documents after cancelling the job.
  • Deadline: Maximum 4 hours before the job starts.

2. API Enhancements​

New API​

  • Add API to upload cancellation documents after cancellation.
  • Validation:
    • Allowed only if slot_user.cancellation_reason_id is NOT null
    • (i.e., the applicant has already cancelled)

Existing API Modification​

  • Update cancellation API:
    • Remove mandatory document requirement during cancellation
    • Allow applicants to cancel without uploading a document immediately

3. Cancellation Rules​

  • Cancellation is still allowed only before the job starts.
  • Once the job has started:
    • ❌ Cancellation is no longer permitted

4. UI Improvements​

No Show UI Changes Diagram

Cancellation Flow​

  • Add radio options during cancellation:
    • Upload document immediately
    • Upload document later
      • With helper text:
        • "Maximum 4 hours before the job starts (e.g., xx:xx AM/PM)"

Post-Cancellation Upload​

  • Add a button on the Job Detail page:
    • "Upload Cancellation Document"
  • Button behavior:
    • Redirects to a document upload page
    • Calls the new API for uploading documents post-cancellation

Expected Outcomes​

  • For OPS

    • Clear and consistent decision-making guidelines
    • Reduced manual workload

  • For Applicants

    • More flexible (but controlled) document submission process
    • Clear deadlines and expectations

  • For System

    • Increased automation in determining No Show and suspension eligibility
    • Reduced ambiguity and edge cases