## 3 Analysis
### Descriptive Analysis of CPT  
As shown in Table 2, over 91% of complaints were processed within two weeks. Notably, 4% of complaints were resolved within 24 h of receipt, while 2.2% of complaints, totaling 378, required more than four weeks to process. The average CPT was 246.3 h, approximately 10 days.  
Figure 1 illustrates the distribution of CPTs by complaint type, revealing generally similar patterns across most categories, except for the roadkill/rockslide category. While the percentage of complaints processed within 12 h typically ranged from 0.4% to 1.5% across various complaint types, the roadkill/rockslide complaints were processed at a much higher rate of nearly 7%. Additionally, this category also exhibited higher processing rates within 1, 2, and 4 days compared to other types. This difference is attributed to the prioritization of roadkill/rockslide complaints, which are deemed urgent and thus processed more rapidly.  
\begin{table}
\begin{tabular}{c c} \hline \hline
**Complaint Location Types** & **Specific Sub-Types** \\ \hline \multirow{3}{*}{Roads} & Motorways, trunk roads, general national roads, local roads, roads in city/country/district, residential roads, residential streets, pedestrian roads, farm roads/forest roads, service roads, and unclassified roads. \\ \hline \multirow{3}{*}{Neighborod facilities} & Any types of roads in and around neighborhood facilities commonly used by tourists or residents, including toilets, public phones, banks, pharmacies, cafes, parking lots, schools, etc. \\ \hline \multirow{3}{*}{Buildings} & Any types of roads near Individual or interconnected buildings, including offices and shops. \\ \hline \multirow{2}{*}{Railway} & Includes railways and railroad crossings. \\ \hline \multirow{2}{*}{SOC facilities} & Any types of roads near retaining walls, seawalls, harbor \\  & & piers, harbor berth facilities, etc. \\ \hline \hline \end{tabular}
\end{table}
Table 1: Summary of complaint location type.  
\begin{table}
\begin{tabular}{c c c c c c c c c c c} \hline \hline  & **Less than** & **\textasci{1} Day** & **\textasci{2} Days** & **\textasci{4} Days** & **\textasci{1} Week** & **\textasci{2} Weeks** & **\textasci{3} Weeks** & **\textasci{4} Weeks** & **\textasci{4} Weeks** & **Total** \\ \hline \multirow{3}{*}{
\begin{tabular}{c} Number of \\ complaints \\ (\%) \\ \end{tabular} } & \multirow{3}{*}{840} & \multirow{3}{*}{1768} & \multirow{3}{*}{4868} & \multirow{3}{*}{11,543} & \multirow{3}{*}{18,572} & \multirow{3}{*}{21,184} & \multirow{3}{*}{4276} & \multirow{3}{*}{1032} & \multirow{3}{*}{378} & \multirow{3}{*}{64,461} \\  & & & & & & & & & & \\ \hline \hline \end{tabular}
\end{table}
Table 2: Number of processed complaints.  
Table 3 presents the average CPTs organized by complaint location. We excluded roadkill/rockslide and drainage facilities from this analysis due to their low incidence (seven and three cases, respectively) when reported from SOC facilities and railways. The analysis revealed variability in average CPTs based on location and complaint type. For instance, SOC facilities exhibited the longest processing time for poor road condition complaints (232.8 h) but showed the shortest time for pothole complaints (174.8 h). Overall, this location type had the longest processing times for all complaint types, except for poor drainage facilities and potholes.