Aging buckets that survive a director’s question
How to set case aging rules for public-sector queues so service delivery metrics stay credible in monthly briefings.
Directors rarely argue with a chart until someone asks how a case entered the “over 30 days” bucket. Write the rule on the same page as the chart: calendar days versus working days, whether weekend filings count, and what happens when a case returns from another unit.
In Binh Duong offices we visit, the most common drift is reopening a closed ticket under a new number. Your aging sheet should say whether that resets the clock. If ministry guidance is silent, pick a rule, print it, and keep it for the year so year-on-year service delivery metrics remain comparable.