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District Residents Give Agencies ‘A-Minus’ for Month of May

Wednesday, June 5, 2013

District Residents Give Agencies ‘A-Minus’ for Month of May

Participating agencies reviewed over 1,300 times in May through Grade.DC.gov

(Washington, DC) Mayor Vincent C. Gray has released the May grades for the District’s Grade.DC.gov program. The average grade for all participating District government agencies held steady at an “A-minus,” confirming that additional attention to customer service is improving service delivery across the District government. 

For the second month in a row and in an effort to increase transparency and give the public more context for each grade, the number of reviews per agency was also released. Over 1,300 reviews were logged by District residents and visitors during the month of May. To date, the public has reviewed agencies over 11,500 times since the start of the program last June. 

“I am pleased to see increased efforts in customer service resulting in solid agency grades through the innovative Grade.DC.gov program,” said Mayor Gray. “Through this program and other efforts, we endeavor to continue improving our residents’ experience with these agencies as well as making it easier for agency customers to provide feedback.”

The May grades for participating agencies range from a “C-plus” to an “A-plus”: 

 

Agency

Jan 2013

Feb 2013

Mar 2013

April 2013

May 2013

ABRA

N/A

B

A-

A-

B-

DCOA

A

A+

A+

A+

A

DCRA

B+

B+

A-

A

A-

DPW

C

C+

A

A-

B+

DDOT

A

A

A+

A

A

DOES

N/A

D+

A-

B-

B-

DOH

N/A

D+

B+

B

B-

DPR

A-

B

B

B+

C+

DMV

B-

B-

C+

B-

B+

DCPL

B

A-

A-

A-

A-

DSLBD

N/A

A-

A

B

B+

FEMS

A+

A

A+

A-

A+

MPD

B-

B-

B-

A-

A-

OSSE

N/A

B

A

B-

A

911/311

B

B+

B

B+

B+

 

The platform is powered by newBrandAnalytics (nBA), a leading provider of social-market-intelligence solutions in the private sector, and is the company’s first venture into government services. The Web interface enables agency leaders to gather and interpret real-time, continuous feedback from constituents and use it to make data-driven decisions that will improve agency operations as quickly as possible. Using a proprietary algorithm, nBA converts feedback about each agency into a score, which, in turn, is converted into a letter grade. The grading rubric is the same scale that nBA uses for its private-sector clients in the restaurant and hotel industries. 

Independent analyses have shown the District’s customer-service levels improving significantly in recent years. Residents have enjoyed increasing access to online systems for payments, license and permit applications, and public information. Grade.DC.gov complements the District’s existing customer-service-survey tools by providing an additional platform not only for soliciting information, but also for proactively aggregating and analyzing feedback residents are already providing on popular social media platforms. 

Grade.DC.gov enables residents to provide their comments and opinions via text, tweet or Facebook post as well as via the initiative’s namesake Web portal.