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Mayor Gray Announces November Grade.DC.gov Agency Grades

Tuesday, December 4, 2012

Mayor Gray Announces November Grade.DC.gov Agency Grades

Customer-Service Initiative Going Strong As Agencies Make Data-Driven Decisions

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

The November grades range from “A” (for the DC Public Library, Fire & Emergency Medical Services and the DC Office on Aging) to “C” (for the Department of Public Works and the Metropolitan Police Department):

 

Pilot Agency

June

July

August

September

October

November

DCRA

C-

B

B+

B-

B+

B+

DPW

C+

B

B+

B-

B

C

DDOT

C-

B-

A-

B+

B+

B+

DPR

C-

C+

B+

B

B

B

DMV

C-

C-

B-

B-

B

B

DCPL

N/A

N/A

N/A

N/A

A-

A

FEMS

N/A

N/A

N/A

N/A

B

A

MPD

N/A

N/A

N/A

N/A

B-

C

911/311

N/A

N/A

N/A

N/A

B

B

DCOA

N/A

N/A

N/A

N/A

A

A

 

“I view grade.dc.gov as a management tool that helps us to make changes to better serve our customers,” noted Dr. John Thompson, Director of the Office on Aging. “Each day that we receive feedback, we spend time on making suggested improvements. For example, there was a complaint about the quality of the food at one of our centers; we had a town hall meeting at that senior wellness center with the food vendor to hear the feedback and make the necessary changes to the meals. I believe that this hands-on approach to tackling customer concerns and the dedication of staffs and our community-based partners have made grade.dc.gov a positive experience for all of us.”

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 will interpret and analyze 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.