response
Time to first response
Median hours from submission to the first recorded officer action.
- Better result
- Lower value
- Ranking threshold
- 20 observations
Accountability methodology
What each measure says, and what it does not
There is no composite performance score. Authorities are compared separately on response, resolution, citizen outcomes, backlog, and appeal decisions.
Measure definitions
Method version 1.0.0
resolution
Time to resolution
Median days from submission to a substantive grievance closure.
- Better result
- Lower value
- Ranking threshold
- 20 observations
citizen outcome
Adjusted citizen rating
Average rating adjusted toward 3.5 out of 5 when an authority has few responses.
- Better result
- Higher value
- Ranking threshold
- 10 observations
citizen outcome
Average citizen rating
Arithmetic mean of citizen ratings from 1 to 5.
- Better result
- Higher value
- Ranking threshold
- 10 observations
citizen outcome
Citizens dissatisfied
Share of submitted ratings scored 1 or 2 out of 5.
- Better result
- Lower value
- Ranking threshold
- 10 observations
citizen outcome
Citizens reporting no resolution
Share of feedback responses where the citizen said the grievance was not resolved.
- Better result
- Lower value
- Ranking threshold
- 10 observations
backlog
Backlog older than 30 days
Share of open grievances that have remained open for more than 30 days.
- Better result
- Lower value
- Ranking threshold
- 10 observations
appeals
Original decisions overturned
Share of decided appeals that overturned the original grievance decision.
- Better result
- Lower value
- Ranking threshold
- 5 observations
Citizen ratings
The arithmetic average and rating spread are published. The ranking measure uses a Bayesian adjustment toward 3.5 out of 5 with a prior weight of 10 responses, so a handful of extreme ratings cannot dominate the table.
Dissatisfaction is the share of ratings scored 1 or 2. It is separate from the citizen’s direct answer about whether the grievance was resolved.
Appeals and citizen resolution
Appeal status tracks the workflow: filed, under review, resolved, or rejected. A resolved appeal also records whether the original decision was upheld, modified, or overturned.
A citizen can mark the result resolved, partially resolved, or not resolved. This assessment remains distinct from both the star rating and the department’s closure status.
Fixed windows
Every result identifies a 30-day, 90-day, or one-year reporting window. Trends compare stored, versioned snapshots.
Evidence before rank
Values remain visible below the sample threshold, but the authority receives no rank for that measure.
No double counting
A public redacted copy does not create another official grievance or increase any denominator.