Surat Municipal Corporation · Complaint Monitoring & Analysis Cell
Complaint Analytics Dashboard
Live · CMS database
Quick range
Category
Sub-category
Top categories
Click a category to see its sub-categoriesCompletedFiledPending
Daily complaints registered
Registered per dayStill pending from that day
Status by zone
Click a zone to filterCompletedFiledPending
Zone pendency ranking
Pending ÷ registeredRed: Pending > 20%, Complied < 50%, Filed > 30%. Amber: Pending 18–20%, Filed 21–30%.
Pendency hotspots
Wards and sub-categories where work is pending (≥ 10 complaints), most pending firstPending complaints by age
Click a zone to see its categories0–2 days3–7 days8–15 days16+ days
Complaint density map
Areas requiring attention
Ward-wise complaints
Highest pending firstZone trend
Daily complaints, with change between the two periodsCategories rising and falling
% change, categories with ≥ 40 complaints · click one to see whereFallingRising
Wards with the sharpest change
Complaints registered in the earlier and the recent half of the selected dates (column headings), wards with ≥ 30 · main driver = category and sub-category that changed most in the same directionWhere is it changing?
By zone
% change between the two periods · click a zone to see its wardsBy sub-category
Change in complaints · click one to drill furtherWards rising most
Wards falling most
Compare by
Year
Compare
dash.usp_PeriodTrend
Complaints by year
Zones year on year
Biggest rise first · click a zone to filterWhere infrastructure work may be needed
Ward + sub-category pairs that keep coming back or keep growingPerformance year by year
Status today of the complaints registered in each period, so recent periods naturally have more pendingCategories year on year
Click a category to see its sub-categoriesWards year on year
Biggest increase firstRecurring complaint locations
About 250 m squares with complaints in at least 3 of the 6 yearsOnly complaints with a location (mostly from the mobile app) are counted, so older years have fewer. Open a square in Google Maps to see the spot.
Officer performance
Workload by designation
CompletedFiledPending
Resolution time vs SLA by designation
Closed complaintsClosure location check
Officers with ≥ 10 checked closures, highest share firstPending beyond compliance period and escalated
By category and zoneRed: Esc-L3 ≥ 20 in a zoneAmber: PBCP ≥ 10 and ≥ 75% of that zone's pendingCell = PBCP (pending beyond the sub-category's compliance period, counted from registration); hover for P, PBCP, Esc-L2, Esc-L3
Escalation level of pending complaints
By zone, click to filterNot escalated (L1)At L2At L3
Escalated pending complaints by category
L2 + L3, highest firstAt L2At L3
Reopened complaints by category
Highest reopen rate firstReopened complaints by zone
Highest reopen rate firstReopen reasons
Reopen at L2 = reopened once (ReSrNo 1); reopen at L3 = reopened twice or more. Reopen rate = reopened complaints ÷ complaints registered.
Feedback by category and zone
Feedback by zone
Lowest satisfaction firstFeedback by category
Highest not-solved % firstFeedback call outcome
Latest call per complaintFeedback is counted for complaints registered in the selected dates, as in the CMS feedback summary report.
Zone × date heatmap
Complaints registered per dayDays to show
dash.usp_Heat
Anomaly
Inflow and outflow
Complaints registered and closed each day, and the running change in the backlogRegisteredClosed (complied or filed)Backlog change since the first day
When complaints arrive
Weekday × hour of registration · darker = moreComplaints by channel
How complaints come in, and how each channel is handledTime to close vs SLA
Closed complaints by sub-category: median and 90th-percentile hours to close, SLA breaches, and pending past SLA nowConcentration
How few sub-categories and wards make up most complaintsRepeated at the same spot
About 100 m squares with 3 or more complaints of the same sub-category in the selected datesFiled complaints registered in the selected dates. A filed complaint is closed without the work being done, so this tab looks for signs that filing was not justified. Each sign alone can have a good reason; two or more together are worth an audit.
Why complaints were filed
From the remarks entered when filing (keywords, English and Gujarati)Filing by zone
Filed % = filed ÷ registeredFiling by category
Click a category to see its sub-categoriesOfficers who file more than expected
Expected = the city's filing rate for each sub-category, applied to the officer's own complaintsFiled complaints to audit
Two or more signs, most signs first (up to 500)Review meeting · Urban Development & Urban Housing Department, Government of Gujarat
Drainage, Water Supply, Roads and Cleanliness complaints
Zone-wise status
Registered and pending % in each zone · change compared with the previous period of the same lengthPending < 18%18–20%> 20%▲ / ▼ = registered complaints up / down by more than 10%
Pending beyond compliance period and escalation
Pending complaints older than the sub-category's SLA (PBCP) and those at escalation level 3Esc-L3 ≥ 20PBCP ≥ 10 and ≥ 75% of pending
Citizen feedback by zone
Not solved % = citizens saying No or Partly solved (latest feedback call)≤ 15%16–30%> 30%– fewer than 10 responses
Where the problem is more
For each category: wards with the most complaints, and the main sub-categories with the zone that has most of themComplaints per day
Counts follow the CMS Complaint Summary Report rules: statuses Pending (1), Complied (3) and Filed (5); GVP Monitoring and bypassed sub-categories excluded; night-round complaints excluded; Head Quarter = sub-categories handled centrally. Dates are registration dates. Figures are refreshed every few minutes.