Public accountability
Authority performance, compared
Compare response times, citizen outcomes, backlog, and appeal decisions. Every result includes its sample size and uses an independent rank.
Demo data. These results come from synthetic grievance histories and do not describe real government performance.
At a glance
Leading authorities by key measure
Bars use the reported value. The order follows each measure's stated direction, so the strongest result appears first.
Adjusted rating
Average rating adjusted toward 3.5 out of 5 when an authority has few responses. Higher is better.
3.52
3.50
3.50
3.50
3.50
3.48
3.48
3.33
- 1.Corporate Affairs
- 2.Civil Aviation
- 3.Development of North Eastern Region
- 4.Empowerment of Persons with Disabilities
- 5.Financial Services (Banking Division)
- 6.Ayush
- 7.Labour and Employment
- 8.Economic Affairs
First response
Median hours from submission to the first recorded officer action. Lower is better.
50.5h
54.0h
54.0h
54.5h
54.5h
54.5h
55.0h
55.0h
- 1.Agriculture and Farmers Welfare
- 2.Defence Finance
- 3.Defence Production
- 4.Chemicals and Petrochemicals
- 5.Environment, Forest and Climate Change
- 6.Labour and Employment
- 7.Ex Servicemen Welfare
- 8.Housing and Urban Affairs
Old backlog
Share of open grievances that have remained open for more than 30 days. Lower is better.
72.9%
77.4%
78.0%
78.2%
78.2%
78.6%
78.8%
78.8%
- 1.Agriculture and Farmers Welfare
- 2.Defence
- 3.Home Affairs
- 4.Development of North Eastern Region
- 5.Empowerment of Persons with Disabilities
- 6.Electronics & Information Technology
- 7.Cooperation
- 8.Corporate Affairs
Full comparison
Authority leaderboard
Choose any metric to reorder the leaderboard. Authorities below the minimum sample stay visible but do not receive a rank.
40 of 40 authorities
| Ranked byAdjusted rating | ||||||||
|---|---|---|---|---|---|---|---|---|
1Corporate AffairsIndia | 58.5 hRank 26, n=120P90 102.1 hNo prior period | 42.5 dRank 40, n=68P90 69.0 dNo prior period | 3.52 / 5Rank 1, n=55SD 1.11No prior period | 3.53 / 5Rank 1, n=55SD 1.11No prior period | 23.6%Rank 1, n=55SD 1.11No prior period | 23.6%Rank 1, n=5514 partly resolvedNo prior period | 78.8%Rank 8, n=52Median open age 189.4 dNo prior period | 34.5%Rank 25, n=299 decisions modifiedNo prior period |
2Civil AviationIndia | 55.5 hRank 10, n=120P90 99.1 hNo prior period | 34.0 dRank 9, n=69P90 66.4 dNo prior period | 3.50 / 5Rank 2, n=56SD 1.12No prior period | 3.50 / 5Rank 2, n=56SD 1.12No prior period | 25.0%Rank 5, n=56SD 1.12No prior period | 25.0%Rank 5, n=5614 partly resolvedNo prior period | 88.2%Rank 28, n=51Median open age 190.9 dNo prior period | 32.1%Rank 14, n=2810 decisions modifiedNo prior period |
| 58.0 hRank 24, n=120P90 100.1 hNo prior period | 36.0 dRank 25, n=65P90 64.0 dNo prior period | 3.50 / 5Rank 3, n=50SD 1.14No prior period | 3.50 / 5Rank 3, n=50SD 1.14No prior period | 26.0%Rank 14, n=50SD 1.14No prior period | 26.0%Rank 14, n=5012 partly resolvedNo prior period | 78.2%Rank 4, n=55Median open age 142.9 dNo prior period | 33.3%Rank 20, n=248 decisions modifiedNo prior period | |
| 55.5 hRank 11, n=120P90 102.0 hNo prior period | 34.0 dRank 13, n=65P90 67.2 dNo prior period | 3.50 / 5Rank 4, n=52SD 1.12No prior period | 3.50 / 5Rank 4, n=52SD 1.12No prior period | 25.0%Rank 7, n=52SD 1.12No prior period | 25.0%Rank 7, n=5213 partly resolvedNo prior period | 78.2%Rank 5, n=55Median open age 94.9 dNo prior period | 30.8%Rank 7, n=268 decisions modifiedNo prior period | |
| 59.0 hRank 29, n=119P90 100.2 hNo prior period | 39.5 dRank 39, n=68P90 68.3 dNo prior period | 3.50 / 5Rank 5, n=54SD 1.13No prior period | 3.50 / 5Rank 5, n=54SD 1.13No prior period | 25.9%Rank 13, n=54SD 1.13No prior period | 25.9%Rank 13, n=5413 partly resolvedNo prior period | 84.6%Rank 19, n=52Median open age 124.1 dNo prior period | 34.5%Rank 27, n=2910 decisions modifiedNo prior period | |
6AyushIndia | 60.5 hRank 39, n=120P90 102.1 hNo prior period | 34.0 dRank 6, n=68P90 65.3 dNo prior period | 3.48 / 5Rank 6, n=54SD 1.12No prior period | 3.48 / 5Rank 6, n=54SD 1.12No prior period | 25.9%Rank 12, n=54SD 1.12No prior period | 25.9%Rank 12, n=5413 partly resolvedNo prior period | 88.5%Rank 30, n=52Median open age 131.9 dNo prior period | 37.5%Rank 36, n=247 decisions modifiedNo prior period |
7Labour and EmploymentIndia | 54.5 hRank 6, n=120P90 100.1 hNo prior period | 37.0 dRank 32, n=69P90 69.0 dNo prior period | 3.48 / 5Rank 7, n=56SD 1.12No prior period | 3.48 / 5Rank 7, n=56SD 1.12No prior period | 25.0%Rank 10, n=56SD 1.12No prior period | 25.0%Rank 10, n=5615 partly resolvedNo prior period | 86.3%Rank 25, n=51Median open age 145.0 dNo prior period | 29.6%Rank 6, n=279 decisions modifiedNo prior period |
8Economic AffairsIndia | 59.0 hRank 28, n=119P90 102.2 hNo prior period | 32.0 dRank 2, n=61P90 66.0 dNo prior period | 3.33 / 5Rank 8, n=50SD 1.47No prior period | 3.30 / 5Rank 8, n=50SD 1.47No prior period | 24.0%Rank 2, n=50SD 1.47No prior period | 24.0%Rank 2, n=5012 partly resolvedNo prior period | 84.8%Rank 20, n=59Median open age 116.0 dNo prior period | 36.4%Rank 33, n=226 decisions modifiedNo prior period |
9TelecommunicationsIndia | 59.5 hRank 33, n=120P90 100.1 hNo prior period | 35.0 dRank 17, n=68P90 65.2 dNo prior period | 3.33 / 5Rank 9, n=54SD 1.47No prior period | 3.30 / 5Rank 9, n=54SD 1.47No prior period | 24.1%Rank 3, n=54SD 1.47No prior period | 24.1%Rank 3, n=5413 partly resolvedNo prior period | 88.5%Rank 31, n=52Median open age 147.0 dNo prior period | 33.3%Rank 23, n=249 decisions modifiedNo prior period |
10Consumer AffairsIndia | 60.0 hRank 36, n=119P90 102.2 hNo prior period | 37.0 dRank 29, n=70P90 68.2 dNo prior period | 3.30 / 5Rank 10, n=56SD 1.49No prior period | 3.27 / 5Rank 10, n=56SD 1.49No prior period | 25.0%Rank 6, n=56SD 1.49No prior period | 25.0%Rank 6, n=5614 partly resolvedNo prior period | 86.0%Rank 21, n=50Median open age 180.0 dNo prior period | 33.3%Rank 17, n=3010 decisions modifiedNo prior period |
11Home AffairsIndia | 56.5 hRank 15, n=120P90 102.1 hNo prior period | 37.0 dRank 31, n=70P90 66.2 dNo prior period | 3.30 / 5Rank 11, n=56SD 1.49No prior period | 3.27 / 5Rank 11, n=56SD 1.49No prior period | 25.0%Rank 9, n=56SD 1.49No prior period | 25.0%Rank 9, n=5614 partly resolvedNo prior period | 78.0%Rank 3, n=50Median open age 134.4 dNo prior period | 28.6%Rank 3, n=2810 decisions modifiedNo prior period |
| 55.5 hRank 9, n=120P90 101.1 hNo prior period | 34.0 dRank 7, n=68P90 67.0 dNo prior period | 3.28 / 5Rank 12, n=55SD 1.49No prior period | 3.24 / 5Rank 13, n=55SD 1.49No prior period | 25.4%Rank 11, n=55SD 1.49No prior period | 25.4%Rank 11, n=5514 partly resolvedNo prior period | 90.4%Rank 37, n=52Median open age 180.2 dNo prior period | 32.1%Rank 13, n=289 decisions modifiedNo prior period | |
13Defence ProductionIndia | 54.0 hRank 3, n=119P90 100.2 hNo prior period | 34.0 dRank 10, n=71P90 66.0 dNo prior period | 3.28 / 5Rank 13, n=57SD 1.47No prior period | 3.25 / 5Rank 12, n=57SD 1.47No prior period | 24.6%Rank 4, n=57SD 1.47No prior period | 24.6%Rank 4, n=5715 partly resolvedNo prior period | 81.6%Rank 14, n=49Median open age 199.2 dNo prior period | 38.5%Rank 39, n=268 decisions modifiedNo prior period |
14ExpenditureIndia | 57.5 hRank 22, n=120P90 100.1 hNo prior period | 36.0 dRank 26, n=64P90 69.1 dNo prior period | 3.26 / 5Rank 14, n=52SD 1.46No prior period | 3.21 / 5Rank 15, n=52SD 1.46No prior period | 25.0%Rank 8, n=52SD 1.46No prior period | 25.0%Rank 8, n=5214 partly resolvedNo prior period | 80.4%Rank 11, n=56Median open age 112.0 dNo prior period | 34.5%Rank 26, n=2910 decisions modifiedNo prior period |
15Animal Husbandry, DairyingIndia | 57.5 hRank 18, n=120P90 100.1 hNo prior period | 36.0 dRank 22, n=70P90 69.0 dNo prior period | 3.25 / 5Rank 15, n=57SD 1.50No prior period | 3.21 / 5Rank 14, n=57SD 1.50No prior period | 26.3%Rank 15, n=57SD 1.50No prior period | 26.3%Rank 15, n=5714 partly resolvedNo prior period | 92.0%Rank 39, n=50Median open age 152.5 dNo prior period | 34.6%Rank 28, n=269 decisions modifiedNo prior period |
16CultureIndia | 56.5 hRank 13, n=120P90 102.0 hNo prior period | 38.0 dRank 36, n=67P90 67.0 dNo prior period | 3.13 / 5Rank 16, n=54SD 1.58No prior period | 3.06 / 5Rank 16, n=54SD 1.58No prior period | 48.1%Rank 20, n=54SD 1.58No prior period | 48.1%Rank 20, n=540 partly resolvedNo prior period | 83.0%Rank 16, n=53Median open age 194.0 dNo prior period | 38.5%Rank 37, n=268 decisions modifiedNo prior period |
17Bio TechnologyIndia | 59.5 hRank 31, n=120P90 102.1 hNo prior period | 36.0 dRank 23, n=69P90 64.0 dNo prior period | 3.11 / 5Rank 17, n=55SD 1.61No prior period | 3.04 / 5Rank 17, n=55SD 1.61No prior period | 49.1%Rank 23, n=55SD 1.61No prior period | 49.1%Rank 23, n=550 partly resolvedNo prior period | 88.2%Rank 27, n=51Median open age 167.2 dNo prior period | 34.6%Rank 29, n=267 decisions modifiedNo prior period |
| 54.5 hRank 5, n=120P90 101.1 hNo prior period | 32.0 dRank 3, n=63P90 66.0 dNo prior period | 3.10 / 5Rank 18, n=51SD 1.59No prior period | 3.02 / 5Rank 19, n=51SD 1.59No prior period | 49.0%Rank 21, n=51SD 1.59No prior period | 49.0%Rank 21, n=510 partly resolvedNo prior period | 80.7%Rank 12, n=57Median open age 99.0 dNo prior period | 30.8%Rank 8, n=268 decisions modifiedNo prior period | |
| 59.5 hRank 32, n=120P90 101.1 hNo prior period | 34.0 dRank 11, n=67P90 66.0 dNo prior period | 3.09 / 5Rank 19, n=54SD 1.58No prior period | 3.02 / 5Rank 18, n=54SD 1.58No prior period | 50.0%Rank 28, n=54SD 1.58No prior period | 50.0%Rank 28, n=540 partly resolvedNo prior period | 83.0%Rank 17, n=53Median open age 149.0 dNo prior period | 38.5%Rank 40, n=268 decisions modifiedNo prior period | |
20CoalIndia | 57.5 hRank 20, n=120P90 100.1 hNo prior period | 37.5 dRank 33, n=70P90 69.1 dNo prior period | 3.08 / 5Rank 20, n=56SD 1.58No prior period | 3.00 / 5Rank 20, n=56SD 1.58No prior period | 50.0%Rank 26, n=56SD 1.58No prior period | 50.0%Rank 26, n=560 partly resolvedNo prior period | 88.0%Rank 26, n=50Median open age 183.0 dNo prior period | 32.1%Rank 15, n=2810 decisions modifiedNo prior period |
| 57.5 hRank 17, n=120P90 102.1 hNo prior period | 33.5 dRank 4, n=68P90 68.0 dNo prior period | 3.06 / 5Rank 21, n=54SD 1.58No prior period | 2.98 / 5Rank 21, n=54SD 1.58No prior period | 50.0%Rank 24, n=54SD 1.58No prior period | 50.0%Rank 24, n=540 partly resolvedNo prior period | 90.4%Rank 35, n=52Median open age 180.0 dNo prior period | 35.7%Rank 31, n=289 decisions modifiedNo prior period | |
| 60.0 hRank 38, n=119P90 101.2 hNo prior period | 38.0 dRank 38, n=69P90 67.0 dNo prior period | 3.05 / 5Rank 22, n=55SD 1.57No prior period | 2.96 / 5Rank 22, n=55SD 1.57No prior period | 50.9%Rank 32, n=55SD 1.57No prior period | 50.9%Rank 32, n=550 partly resolvedNo prior period | 86.3%Rank 24, n=51Median open age 126.2 dNo prior period | 28.6%Rank 1, n=2810 decisions modifiedNo prior period | |
23Personnel and TrainingIndia | 56.5 hRank 16, n=120P90 100.1 hNo prior period | 35.5 dRank 20, n=68P90 67.0 dNo prior period | 3.05 / 5Rank 23, n=55SD 1.57No prior period | 2.96 / 5Rank 23, n=55SD 1.57No prior period | 50.9%Rank 33, n=55SD 1.57No prior period | 50.9%Rank 33, n=550 partly resolvedNo prior period | 92.3%Rank 40, n=52Median open age 150.0 dNo prior period | 33.3%Rank 21, n=249 decisions modifiedNo prior period |
| 50.5 hRank 1, n=130P90 99.1 hNo prior period | 36.0 dRank 21, n=71P90 66.0 dNo prior period | 3.00 / 5Rank 24, n=57SD 1.60No prior period | 2.91 / 5Rank 24, n=57SD 1.60No prior period | 52.6%Rank 39, n=57SD 1.60No prior period | 52.6%Rank 39, n=570 partly resolvedNo prior period | 72.9%Rank 1, n=59Median open age 104.2 dNo prior period | 35.7%Rank 32, n=2810 decisions modifiedNo prior period | |
| 57.5 hRank 21, n=120P90 102.1 hNo prior period | 34.0 dRank 12, n=64P90 67.0 dNo prior period | 2.92 / 5Rank 25, n=50SD 1.48No prior period | 2.80 / 5Rank 27, n=50SD 1.48No prior period | 48.0%Rank 16, n=50SD 1.48No prior period | 48.0%Rank 16, n=5013 partly resolvedNo prior period | 78.6%Rank 6, n=56Median open age 118.0 dNo prior period | 32.0%Rank 11, n=257 decisions modifiedNo prior period | |
26Chemicals and PetrochemicalsIndia | 54.5 hRank 4, n=120P90 100.1 hNo prior period | 34.0 dRank 8, n=67P90 68.0 dNo prior period | 2.91 / 5Rank 26, n=54SD 1.48No prior period | 2.80 / 5Rank 25, n=54SD 1.48No prior period | 48.1%Rank 18, n=54SD 1.48No prior period | 48.1%Rank 18, n=5414 partly resolvedNo prior period | 88.7%Rank 32, n=53Median open age 184.9 dNo prior period | 29.6%Rank 5, n=2710 decisions modifiedNo prior period |
27CooperationIndia | 60.5 hRank 40, n=120P90 102.1 hNo prior period | 38.0 dRank 35, n=68P90 68.3 dNo prior period | 2.91 / 5Rank 27, n=54SD 1.48No prior period | 2.80 / 5Rank 26, n=54SD 1.48No prior period | 48.1%Rank 19, n=54SD 1.48No prior period | 48.1%Rank 19, n=5414 partly resolvedNo prior period | 78.8%Rank 7, n=52Median open age 183.4 dNo prior period | 33.3%Rank 18, n=3010 decisions modifiedNo prior period |
28Atomic EnergyIndia | 60.0 hRank 35, n=119P90 101.2 hNo prior period | 35.5 dRank 19, n=68P90 67.0 dNo prior period | 2.89 / 5Rank 28, n=55SD 1.47No prior period | 2.78 / 5Rank 28, n=55SD 1.47No prior period | 49.1%Rank 22, n=55SD 1.47No prior period | 49.1%Rank 22, n=5514 partly resolvedNo prior period | 90.4%Rank 36, n=52Median open age 126.1 dNo prior period | 37.5%Rank 35, n=247 decisions modifiedNo prior period |
29External AffairsIndia | 58.0 hRank 25, n=119P90 100.0 hNo prior period | 38.0 dRank 37, n=63P90 69.6 dNo prior period | 2.87 / 5Rank 29, n=51SD 1.49No prior period | 2.75 / 5Rank 29, n=51SD 1.49No prior period | 51.0%Rank 36, n=51SD 1.49No prior period | 51.0%Rank 36, n=5112 partly resolvedNo prior period | 79.0%Rank 10, n=57Median open age 117.1 dNo prior period | 30.8%Rank 9, n=2610 decisions modifiedNo prior period |
30Housing and Urban AffairsIndia | 55.0 hRank 8, n=120P90 102.0 hNo prior period | 36.5 dRank 28, n=68P90 64.6 dNo prior period | 2.84 / 5Rank 30, n=53SD 1.48No prior period | 2.72 / 5Rank 30, n=53SD 1.48No prior period | 50.9%Rank 35, n=53SD 1.48No prior period | 50.9%Rank 35, n=5313 partly resolvedNo prior period | 78.8%Rank 9, n=52Median open age 138.0 dNo prior period | 28.6%Rank 4, n=2810 decisions modifiedNo prior period |
31DefenceIndia | 56.5 hRank 14, n=120P90 100.1 hNo prior period | 37.0 dRank 30, n=67P90 66.0 dNo prior period | 2.82 / 5Rank 31, n=55SD 1.46No prior period | 2.69 / 5Rank 31, n=55SD 1.46No prior period | 52.7%Rank 40, n=55SD 1.46No prior period | 52.7%Rank 40, n=5513 partly resolvedNo prior period | 77.4%Rank 2, n=53Median open age 167.0 dNo prior period | 33.3%Rank 19, n=248 decisions modifiedNo prior period |
| 59.5 hRank 34, n=120P90 101.1 hNo prior period | 35.0 dRank 18, n=69P90 66.2 dNo prior period | 2.82 / 5Rank 32, n=55SD 1.48No prior period | 2.69 / 5Rank 32, n=55SD 1.48No prior period | 50.9%Rank 34, n=55SD 1.48No prior period | 50.9%Rank 34, n=5514 partly resolvedNo prior period | 88.2%Rank 29, n=51Median open age 169.1 dNo prior period | 37.0%Rank 34, n=279 decisions modifiedNo prior period | |
33Ex Servicemen WelfareIndia | 55.0 hRank 7, n=119P90 100.2 hNo prior period | 34.0 dRank 14, n=63P90 68.6 dNo prior period | 2.72 / 5Rank 33, n=50SD 1.10No prior period | 2.56 / 5Rank 33, n=50SD 1.10No prior period | 48.0%Rank 17, n=50SD 1.10No prior period | 48.0%Rank 17, n=5013 partly resolvedNo prior period | 80.7%Rank 13, n=57Median open age 105.0 dNo prior period | 31.0%Rank 10, n=2910 decisions modifiedNo prior period |
| 56.5 hRank 12, n=120P90 99.1 hNo prior period | 34.0 dRank 5, n=69P90 64.4 dNo prior period | 2.67 / 5Rank 34, n=54SD 1.12No prior period | 2.52 / 5Rank 34, n=54SD 1.12No prior period | 50.0%Rank 25, n=54SD 1.12No prior period | 50.0%Rank 25, n=5413 partly resolvedNo prior period | 86.3%Rank 22, n=51Median open age 144.9 dNo prior period | 33.3%Rank 16, n=2710 decisions modifiedNo prior period | |
35Defence FinanceIndia | 54.0 hRank 2, n=119P90 101.2 hNo prior period | 36.0 dRank 24, n=69P90 66.4 dNo prior period | 2.65 / 5Rank 35, n=56SD 1.12No prior period | 2.50 / 5Rank 35, n=56SD 1.12No prior period | 50.0%Rank 27, n=56SD 1.12No prior period | 50.0%Rank 27, n=5614 partly resolvedNo prior period | 86.3%Rank 23, n=51Median open age 195.0 dNo prior period | 38.5%Rank 38, n=268 decisions modifiedNo prior period |
36Health & Family WelfareIndia | 59.0 hRank 30, n=119P90 101.2 hNo prior period | 36.0 dRank 27, n=70P90 67.0 dNo prior period | 2.65 / 5Rank 36, n=56SD 1.12No prior period | 2.50 / 5Rank 36, n=56SD 1.12No prior period | 50.0%Rank 29, n=56SD 1.12No prior period | 50.0%Rank 29, n=5614 partly resolvedNo prior period | 82.0%Rank 15, n=50Median open age 128.6 dNo prior period | 28.6%Rank 2, n=2810 decisions modifiedNo prior period |
| 57.5 hRank 19, n=120P90 102.0 hNo prior period | 35.0 dRank 16, n=69P90 67.0 dNo prior period | 2.64 / 5Rank 37, n=56SD 1.12No prior period | 2.48 / 5Rank 37, n=56SD 1.12No prior period | 51.8%Rank 38, n=56SD 1.12No prior period | 51.8%Rank 38, n=5613 partly resolvedNo prior period | 90.2%Rank 34, n=51Median open age 175.1 dNo prior period | 32.1%Rank 12, n=289 decisions modifiedNo prior period | |
38Earth SciencesIndia | 60.0 hRank 37, n=119P90 102.2 hNo prior period | 31.5 dRank 1, n=62P90 64.0 dNo prior period | 2.64 / 5Rank 38, n=49SD 1.13No prior period | 2.47 / 5Rank 40, n=49SD 1.13No prior period | 51.0%Rank 37, n=49SD 1.13No prior period | 51.0%Rank 37, n=4912 partly resolvedNo prior period | 84.5%Rank 18, n=58Median open age 113.4 dNo prior period | 34.8%Rank 30, n=237 decisions modifiedNo prior period |
39PostsIndia | 58.5 hRank 27, n=120P90 100.1 hNo prior period | 34.0 dRank 15, n=68P90 65.3 dNo prior period | 2.64 / 5Rank 39, n=54SD 1.12No prior period | 2.48 / 5Rank 38, n=54SD 1.12No prior period | 50.0%Rank 30, n=54SD 1.12No prior period | 50.0%Rank 30, n=5414 partly resolvedNo prior period | 90.4%Rank 38, n=52Median open age 141.0 dNo prior period | 33.3%Rank 22, n=249 decisions modifiedNo prior period |
40CommerceIndia | 58.0 hRank 23, n=119P90 100.2 hNo prior period | 38.0 dRank 34, n=70P90 68.2 dNo prior period | 2.63 / 5Rank 40, n=57SD 1.13No prior period | 2.47 / 5Rank 39, n=57SD 1.13No prior period | 50.9%Rank 31, n=57SD 1.13No prior period | 50.9%Rank 31, n=5714 partly resolvedNo prior period | 90.0%Rank 33, n=50Median open age 174.2 dNo prior period | 34.5%Rank 24, n=2910 decisions modifiedNo prior period |
What the columns measure
Response
- First response. Median hours from submission to the first recorded officer action.
Resolution
- Resolution time. Median days from submission to a substantive grievance closure.
Citizen outcomes
- Adjusted rating. Average rating adjusted toward 3.5 out of 5 when an authority has few responses.
- Average rating. Arithmetic mean of citizen ratings from 1 to 5.
- Dissatisfaction. Share of submitted ratings scored 1 or 2 out of 5.
- Not resolved. Share of feedback responses where the citizen said the grievance was not resolved.
Backlog
- Old backlog. Share of open grievances that have remained open for more than 30 days.
Appeals
- Appeal overturns. Share of decided appeals that overturned the original grievance decision.