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Mayor Gray Announces December Grade.DC.gov Agency Grades

Wednesday, January 9, 2013

Mayor Gray Announces December Grade.DC.gov Agency Grades

Agencies end 2012 with strong marks

(Washington, DC)  Mayor Vincent C. Gray has released the December grades for the District’s Grade.DC.gov program. Created last summer, the innovative customer-service-enhancement initiative is designed to provide the best possible feedback on, and analysis of, service delivery and customer care by District government agencies.

 The December grades for the pilot program agencies range from an “A” (DCOA) to a “C-plus” (DPR and DMV):

Pilot Agency

June

July

August

September

October

November

December

DCRA

C-

B

B+

B-

B+

B+

B+

DPW

C+

B

B+

B-

B

C

B

DDOT

C-

B-

A-

B+

B+

B+

B+

DPR

C-

C+

B+

B

B

B

C+

DMV

C-

C-

B-

B-

B

B

C+

DCPL

N/A

N/A

N/A

N/A

A-

A

A-

FEMS

N/A

N/A

N/A

N/A

B

A

A-

MPD

N/A

N/A

N/A

N/A

B-

C

B-

911/311

N/A

N/A

N/A

N/A

B

B

B+

DCOA

N/A

N/A

N/A

N/A

A

A

A

 

“Grade.DC.gov continues to provide the District government with valuable customer-service information to which participating agencies react on a daily basis,” said Mayor Gray. “For half of these agencies, we now have seven months of customer-service and social-media data that we can use to make smarter decisions. The grades have now also become a form of competition among the agencies. Each agency tries to work harder and smarter to beat their partner agencies in the monthly grades – exactly the type of customer-service culture that we are trying to cultivate here in the District. I look forward to seeing high grades for all of these agencies in 2013.”

 The Metropolitan Police Department (MPD) saw their grade return to a “B-minus” in a month that also saw the murder rate fall to a 51-year low.  

“MPD is always looking for ways to improve service delivery,” noted Metropolitan Police Chief Cathy L. Lanier. “Grade.DC.gov provides both a user-friendly survey tool that encourages public feedback on customer service as well as good analytics to the agencies to help us target our efforts.”

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 additional platforms not only for soliciting information, but also for proactively aggregating and analyzing feedback residents are already providing on platforms like Facebook, Twitter and review websites.

Grade.DC.gov also enables 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 sentiment, newBrandAnalytics interprets and analyzes the qualitative feedback in order to:

  • Provide an overall agency grade and specific customer-service-related themes;
  • 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.