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Mayor Gray Releases August Grade.DC.gov Grades

Friday, September 6, 2013

Mayor Gray Releases August Grade.DC.gov Grades

The average District government grade holds steady at ‘A’ for second consecutive month

(Washington, DC)Mayor Vincent C. Gray today released the August grades for the District’s Grade.DC.gov program, and the average grade for all participating District government agencies remained at an “A” for the second consecutive month – with most agencies receiving more reviews than they did the previous month.
 

Last month saw the largest total review volume since the start of the program, with 1,508 reviews logged by District residents and visitors during the entire month of August. To date, the public has reviewed all participating agencies more than 15,600 times since the program’s inception last summer. Each review provided on average of five actionable insights – a positive or negative comment on an agency’s service delivery. 6,216 total insights were captured for the month of August.

The August grades for participating agencies range from a “C-plus” to an “A-plus”:
 

Agency

August
(# reviews)

July

June

May

Apr

Mar

Feb

Jan

ABRA

A+ (11)

B- (9)

F (1)

B-

A-

A-

B

N/A

DCOA

A (88)

A+ (80)

A+ (71)

A

A+

A+

A+

A

DCRA

A (172)

A+ (182)

A (175)

A-

A

A-

B+

B+

DPW

A (102)

A- (67)

A- (83)

B+

A-

A

C+

C

DDOT

A (452)

A (316)

A (240)

A

A

A+

A

A

DOES

B- (23)

B- (29)

B- (12)

B-

B-

A-

D+

N/A

DOH

B- (11)

B+ (21)

B+ (24)

B-

B

B+

D+

N/A

DPR

B+ (127)

B (120)

B- (71)

C+

B+

B

B

A-

DMV

A (202)

A- (142)

B+ (157)

B+

B-

C+

B-

B-

DCPL

A (166)

A (165)

B+ (70)

A-

A-

A-

A-

B

DSLBD

B+ (7)

A+ (2)

A+ (8)

B+

B

A

A-

N/A

FEMS

A (28)

A- (29)

A+ (26)

A+

A-

A+

A

A+

MPD

C+ (69)

A- (59)

A- (35)

A-

A-

B-

B-

B-

OSSE

A (17)

B (14)

D- (14)

A

B-

A

B

N/A

911/311

A- (33)

A- (53)

A (64)

B+

B+

B

B+

B


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.