Service 360
Citizen Document Service Low
Directorate of Civil Documentation · Issuance and renewal of civil identity and household documents. SLA standard: 3 days for 95% of cases.
Request volume
18,420
+3%4 wks
Completion rate
102%
18,710 completed
Avg. processing
2.3days
−18%
Median processing
2.1days
target 3 d
SLA achievement
96%
+6 pptarget 95%
Backlog
860
−25%
Rejection
2.4%
of decided cases
Rework
5%
−2 pp
Citizen satisfaction
88%
+4 pp
Complaints
204
−24%
Weekly workload
4,605
new cases / week
Trend
Improving
SLA & cycle time
Performance trend (26 weeks)
Weekly synthetic operational data · W14–W39
Average daysMedian daysSLA standard (3 d)
Regional / unit breakdown
Current 4 weeks · avg processing days
Unit North · North Region2.8 d
1,999 apps · backlog 113 · SLA 87.6%capacity 104%
Unit Coastal · Coastal Region2.6 d
1,571 apps · backlog 84 · SLA 90.2%capacity 83%
Unit South · South Region2.4 d
2,344 apps · backlog 113 · SLA 94.7%capacity 91%
Unit East · East Region2.2 d
2,811 apps · backlog 125 · SLA 97.8%capacity 78%
Unit West · West Region2.2 d
3,681 apps · backlog 165 · SLA 97.7%capacity 96%
Unit Central · Central Region2.1 d
6,014 apps · backlog 260 · SLA 98.9%capacity 124%
Orange bars exceed the 3-day SLA standard. Capacity refers to the whole unit, across all services.
Related AI recommendations
REC-2026-010 · Process Simplification
Document the Citizen Document Service digital-queue practice for replication in other services.Estimated impact: Reusable playbook for 3 services
Completed
Citizen feedback signals
System Accessibility
“Online form times out on mobile.”
1,380
-5%
Service Staff Experience
“Counter staff were helpful but the queue was long.”
1,240
-5%
Facility Issue
“Waiting area overcrowded at peak hours.”
540
-7%