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Mayor Gray Announces January Grade.DC.gov Agency Grades

Tuesday, February 5, 2013

Mayor Gray Announces January Grade.DC.gov Agency Grades

Program Expands by Five District Agencies

 

(WASHINGTON DC) -- Mayor Vincent C. Gray has released the January grades for the District’s Grade.DC.gov program. Tonight, at his State of the District Address, the Mayor will announce that five additional District agencies have joined the program. The agencies are the Alcoholic Beverage Regulation Administration, the Department of Employment Services, the Department of Health, the Department of Small and Local Business Development, and the Office of the State Superintendent for Education.

 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 January grades for the pilot program agencies range from an A-plus (FEMS) to C (DPW). The Office on Aging (DCOA) logged its fourth straight A this month: 

 

Agency

June

July

August

September

October

November

December

January

DCRA

C-

B

B+

B-

B+

B+

B+

B+

DPW

C+

B

B+

B-

B

C

B

C

DDOT

C-

B-

A-

B+

B+

B+

B+

A

DPR

C-

C+

B+

B

B

B

C+

A-

DMV

C-

C-

B-

B-

B

B

C+

B-

DCPL

N/A

N/A

N/A

N/A

A-

A

A-

B

FEMS

N/A

N/A

N/A

N/A

B

A

A-

A+

MPD

N/A

N/A

N/A

N/A

B-

C

B-

B-

911/311

N/A

N/A

N/A

N/A

B

B

B+

B

DCOA

N/A

N/A

N/A

N/A

A

A

A

A

 

“Grade.DC.gov is a wonderful opportunity for the Department of Health to learn how we are performing as a health department and we are excited to join the program,” noted Dr. Saul Levin, Interim Director of the Department of Health. “We service District residents in a variety of ways from food inspections, to providing health licenses for medical professionals to rodent control. This new initiative will inform the Department of areas to improve and allow us to enhance our efforts in the communities we serve daily.”

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.