Citizen Voice Intelligence

Feedback from six channels, automatically grouped into issue themes and linked to operational signals. Last 30 days · synthetic, anonymized, no personal data.

Total feedback

14,860

6 channels

Positive

4,120

28%

Neutral

3,560

24%

Negative

6,020

41%

Critical complaints

1,160

formal / escalated

Avg. resolution

5.9days

target 7 days

Unresolved

1,470

open complaints

Complaints related to processing delays increased 38% this month, concentrated in Permit Processing and Business Registration. Application-status complaints have risen for three consecutive weeks.

AI-generated insight

Sentiment over time

Weekly feedback volume by sentiment

PositiveNeutralNegativeCritical

Feedback by source

Last 30 days

Complaint Portal4,607

Call Center3,566

Survey2,675

Email1,337

Public Feedback Form1,189

Social / Media Signals1,486

Issue clusters

AI-clustered issue themes

Processing Delay

3,420 mentions · previous period 2,478 · sentiment score -0.62

Representative feedback (synthetic, paraphrased)

“Application submitted over two weeks ago with no decision yet.”

“Permit took much longer than the published service standard.”

“Was told verification is still pending after several follow-ups.”

Most affected services:Permit Processing Business Registration Public Complaint Resolution

Issue correlation

Signals that move together may share an operational driver.

Permit Processing — indexed signals (W28 = 100)

Indexed to a common base so all three share one axis.

Complaint volumeSLA shortfall (100 − SLA%)Backlog

Complaint spike+SLA deterioration+Backlog increase

Complaints ↔ backlog

r = 0.97

Complaints ↔ SLA shortfall

r = 0.98

AI conclusion Hypothesis

“These signals are likely related and warrant operational investigation.” The rise in delay and status complaints tracks the growth of the document-verification queue.

Method: Pearson correlation of indexed weekly signals — co-movement only, not causation. Correlation does not establish causality; confirm through process review.

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