Service 360
Public Complaint Resolution High
Directorate of Public Engagement · Handling and resolution of formal public complaints across services. SLA standard: 7 days for 85% of cases.
Request volume
3,120
+13%4 wks
Completion rate
91%
2,830 completed
Avg. processing
5.9days
+16%
Median processing
5.3days
target 7 d
SLA achievement
81%
−5 pptarget 85%
Backlog
1,470
+25%
Rejection
3.2%
of decided cases
Rework
9%
+1 pp
Citizen satisfaction
68%
−3 pp
Complaints
142
+20%
Weekly workload
780
new cases / week
Trend
Deteriorating
SLA & cycle time
Performance trend (26 weeks)
Weekly synthetic operational data · W14–W39
Average daysMedian daysSLA standard (7 d)
Regional / unit breakdown
Current 4 weeks · avg processing days
Unit Coastal · Coastal Region7.2 d
224 apps · backlog 128 · SLA 72.3%capacity 83%
Unit North · North Region6.7 d
375 apps · backlog 200 · SLA 75.7%capacity 104%
Unit South · South Region6.1 d
349 apps · backlog 171 · SLA 79.4%capacity 91%
Unit West · West Region5.7 d
623 apps · backlog 281 · SLA 82.6%capacity 96%
Unit Central · Central Region5.6 d
1,024 apps · backlog 457 · SLA 83.2%capacity 124%
Unit East · East Region5.6 d
525 apps · backlog 233 · SLA 83.2%capacity 78%
Orange bars exceed the 7-day SLA standard. Capacity refers to the whole unit, across all services.
Related AI recommendations
REC-2026-008 · Workload Optimization
Auto-route complaints to the owning service team using category tagging.Estimated impact: 0.6–0.9 day reduction in resolution time
Rejected
Citizen feedback signals
Processing Delay
“Application submitted over two weeks ago with no decision yet.”
3,420
+38%
Service Staff Experience
“Counter staff were helpful but the queue was long.”
1,240
-5%