Deck S. Delosa

Reliability

Does the official follow through on commitments, provide accurate information, and help ensure services or projects are delivered as promised?

Responsiveness

Does the official acknowledge concerns, respond within a reasonable time, and explain the next steps?

Assurance

Does the official communicate clearly and respectfully, understand their responsibilities, and handle concerns in a way that builds public confidence?

Empathy

Does the official listen, treat people fairly, and consider the needs of affected residents, including vulnerable groups?

Public information and access

Are the official’s role, contact channels, office hours, programs, and relevant updates easy for residents to find and use?

1. Not evident: No example or evidence found.
2. Rarely demonstrated: Demonstrated once or only in limited cases.
3. Sometimes demonstrated: Demonstrated in some cases, but not consistently.
4. Usually demonstrated: Demonstrated in most observed cases.
5. Consistently demonstrated: Clear, repeated evidence.

“Not observed / Not applicable” is not counted, so a lack of information never lowers a score.