Text Resize

-A +A
Bookmark and Share

Mayor Gray Announces February Grade.DC.gov Agency Grades

Wednesday, March 6, 2013

Mayor Gray Announces February Grade.DC.gov Agency Grades

District Government at a ‘B-Plus’ with Addition of New Agencies

(WASHINGTON, DC) -- Mayor Vincent C. Gray has released the February grades for the District’s Grade.DC.gov program. These include the first monthly grades for five new agencies: the Alcoholic Beverage Regulation Administration (ABRA), the Department of Employment Services (DOES), the Department of Health (DOH), the Department of Small and Local Business Development (DSLBD), and the Office of the State Superintendent for Education (OSSE).

Created last summer, the innovative customer-service initiative is designed to provide the best possible analysis of service delivery and customer care by participating District government agencies.

The February grades for participating agencies range from a “D-plus” to an “A-plus.” The DC Office on Aging (DCOA) logged an “A-plus,” their fifth high mark in a row, while DSLBD kicked off their participation with an “A-minus.” The average grade for all participating agencies is a “B-plus”:

Agency

June

July

Aug.

Sept.

Oct.

Nov.

Dec.

Jan.

Feb.

DCRA

C-

B

B+

B-

B+

B+

B+

B+

B+

DPW

C+

B

B+

B-

B

C

B

C

C+

DDOT

C-

B-

A-

B+

B+

B+

B+

A

A

DPR

C-

C+

B+

B

B

B

C+

A-

B

DMV

C-

C-

B-

B-

B

B

C+

B-

B-

DCPL

N/A

N/A

N/A

N/A

A-

A

A-

B

A-

FEMS

N/A

N/A

N/A

N/A

B

A

A-

A+

A

MPD

N/A

N/A

N/A

N/A

B-

C

B-

B-

B-

911/311

N/A

N/A

N/A

N/A

B

B

B+

B

B+

DCOA

N/A

N/A

N/A

N/A

A

A

A

A

A+

DSLBD

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

A-

ABRA

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

DOH

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

OSSE

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

DOES

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

 

“Grade.DC.Gov is yet another tool we use when gauging how well we serve our customers. The work of DSLBD requires interaction with small-business owners, and receiving feedback is critical to ensuring that we offer exemplary services,” said DSLBD Director Harold Pettigrew. “We are very excited to be part of this program, and will use it as a management tool to measure the success of our customer-service 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 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.