Citizens use public counters because they have to, not because they choose to. We check how long they wait, whether they get clear answers, and whether service is offered in the language they need.
Time from arrival to being served and how the queue is managed.
Whether forms, notices and instructions are easy to understand.
Greeting, patience and willingness to explain.
Whether service is available in Sinhala, Tamil and English as promised.
Ramps, seating, signs and help for elderly and disabled visitors.
Whether promised processing times and standards are met.
Public offices serve everyone, so small problems affect many people. A clear picture of the citizen experience is the first step to improving it, and it supports service charters and reform programmes.
Auditors act as ordinary citizens with a simple request, such as collecting a certificate or paying a bill. We score each office and report patterns across districts.
We cover every district of Sri Lanka, including smaller towns and remote areas, and we can work in Sinhala, Tamil and English.
Yes. We can work with state bodies, municipal councils, utilities and public agencies.
Yes. We cover every district of the island.
No. We do not take part in anything unlawful. We report what we observe at the counter.
Tell us what you need. We reply within 24 hours.
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