Khountou score methodology
The Khountou score summarises, on a scale of 0 to 100, how an administration handles citizen reports. It is recalculated every month from public, verifiable data.
The 5 criteria and their weight
Each criterion is scored out of 100 then weighted; the total is 100%.
- 20%
Reactivity
Response speed
Average time between the forwarding of a report and the first official response.
- 25%
Resolution
Ability to resolve
Share of reports closed as resolved, confirmed by the citizen or by a verification.
- 20%
Transparency
Access to information
Publication of responses, commitments and supporting documents.
- 20%
Quality
Clarity and relevance
Clarity, relevance and accuracy of responses, rated by citizens.
- 15%
Engagement
Listening to citizens
Follow-up of commitments made and interaction with citizens.
Score levels
The score out of 100 is translated into five levels, used across the platform.
- Excellent
80–100
Fast responses, problems solved, information published.
- Very good
74–79
Responsive service with a few points to consolidate.
- Good
68–73
Regular responses but delays or follow-up could improve.
- To improve
50–67
Partial or late responses, few resolutions.
- Critical
0–49
Reports mostly left unanswered.
How the score is calculated
Each criterion is scored from 0 to 100, then weighted. The final score is the weighted average of the five criteria over the last 12 rolling months, with more weight given to recent months.
An administration must have received at least 10 reports over the period to be ranked; otherwise it is displayed as “not enough data”.
Data sources
- Citizen reports submitted on the website and the mobile app (moderated).
- Official responses published by administrations on their Khountou page.
- Field verifications carried out by the Khountou team and partner correspondents.
- Satisfaction ratings left by citizens once a report is closed.
Safeguards
- Duplicate and abusive reports are excluded from the calculation.
- Administrations can view the details of their score and request a review.
- Any change to the method is announced one month in advance.
Map data
The maps of regions and departments are built from the administrative boundaries published by the geoBoundaries project.
Administrative boundaries: geoBoundaries — CC BY 3.0 IGO licence — Government of Senegal / OCHA ROWCA.
geoBoundaries