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Mayor Gray and newBrandAnalytics Launch Grade.DC.Gov

Wednesday, June 13, 2012

Mayor Gray and newBrandAnalytics Launch Grade.DC.Gov

Cutting-Edge Online Feedback System Leverages DC Tech Firm’s Expertise to Ensure DC Residents Receive Highest-Quality Customer Service

(WASHINGTON, DC) – Mayor Vincent C. Gray, other District officials and representatives from District-based technology firm newBrandAnalytics today launched Grade.DC.Gov, an advanced customer-service platform designed to provide the best possible feedback on, and analysis of, service delivery and customer care by District government agencies. By improving transparency and accountability, the new initiative will allow DC agencies to ensure residents receive high-quality customer service from their government.

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 new Web interface will enable 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.

“We owe it to our residents to provide them with the best return on their investment of tax dollars – and our residents’ tax dollars must be spent on a government that works well and is operated by employees who never forget for whom they work,” Mayor Gray said. “Over the last decade we’ve seen significant improvements in service delivery and customer care in the District government – but we can and must do more. That’s why we are raising the bar by creating Grade.DC.gov. When it is fully operational, we will have a transparent and accurate grade for District agencies.”

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 will complement the District’s existing customer-service-survey tools by providing additional platforms not only for soliciting information, but also to proactively aggregate and analyze feedback residents are already providing on platforms like Facebook, Twitter and review websites.

Grade.DC.Gov also will enable residents to provide their on-demand comments and opinions via text, tweet or Facebook post as well as via the initiative’s namesake Web portal. After harvesting the online commentary, newBrandAnalytics will interpret and analyze qualitative feedback in order to:

• Provide an overall agency grade and specific categorical grades;
• Identify the root causes of customer satisfaction or dissatisfaction; and
• Guide decision makers to allocate limited taxpayer resources to address the most burning issues cited by constituents.

“We are thrilled to work with an innovative, District-based company like newBrandAnalytics that’s part of our fast-growing tech-business sector on this groundbreaking project,” said Mayor Gray. “We are excited about applying cutting-edge technology from the private sector to the task of ensuring that DC residents receive the best customer service possible from their government.”

The Grade.DC.Gov platform is being piloted first with five District government agencies whose employees and online presences interact with large segments of the District’s residents and businesses on a daily basis: the Department of Consumer and Regulatory Affairs (DCRA), the District Department of Transportation (DDOT), the Department of Motor Vehicles (DMV), the Department of Parks and Recreation (DPR) and the Department of Public Works (DPW).

After a month of operation to collect, process and analyze a sufficient sample size of data, Grade.DC.gov will publish its initial agency grades on July 11. After that, they will be updated on a regular basis. Ten additional agencies will be added to the program in the fall.

“Our company is committed to making sure every customer voice is heard,” said newBrandAnalytics CEO Sean O’Leary. “With our powerful social-media-analytics tool, District residents can provide real-time feedback on their experiences with DC government agencies. More importantly, they can be sure the information is understood and reviewed regularly to drive continuous and ongoing improvements to service.”

District-based newBrandAnalytics is the leader in social-business-intelligence solutions for the restaurant, hospitality, retail, travel, and leisure industries. Their flagship offering, Social Guest SatisfactionTM is used by thousands of restaurants, hotels, and retailers and is proven to improve guest experience. The company was recently named the Venture Summit Mid-Atlantic 100 Company of the Year. The Grade.DC.Gov initiative is their first project working with government to ensure and improve customer service.