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Mayor Gray Releases October Grade.DC.gov Grades

Tuesday, November 5, 2013

Mayor Gray Releases October Grade.DC.gov Grades

Average grade holds at ‘A’ level as number of reviews climb with addition of DCPS

(Washington, DC) Mayor Vincent C. Gray has released the October grades for the District’s Grade.DC.gov program. The average grade for all participating District government agencies remained at an “A” for the fourth consecutive month.

During October, over 2,100 reviews of District government agencies were logged by residents and visitors. This is an increase of more than 400 reviews (23 percent) from September. In total, over 6,500 total insights were captured for the month of October – a 10 percent increase from the previous month.

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

Agency

October
(# reviews)

Sept

Aug

Jul

Jun

May

DCPS

A (308)

N/A

N/A

N/A

N/A

N/A

DCOA

A+ (73)

A (106)

A (88)

A+ (80)

A+ (71)

A

DCRA

A (198)

A (154)

A (172)

A+ (182)

A (175)

A-

DPW

A (110)

A (103

A (102)

A- (67)

A- (83)

B+

DDOT

A (470)

A (454)

A (452)

A (316)

A (240)

A

DOES

C (45)

A+ (182)

B- (23)

B- (29)

B- (12)

B-

DOH

D (6)

C+ (27)

B- (11)

B+ (21)

B+ (24)

B-

DPR

A- (115)

B (140)

A- (115)

B (120)

B- (71)

C+

DMV

A- (195)

A (182)

A (202)

A- (142)

B+ (157)

B+

DCPL

A (257)

A (142)

A (166)

A (165)

B+ (70)

A-

DSLBD

- (0)

A- (13)

B+ (7)

A+ (2)

A+ (8)

B+

FEMS

A (41)

A (45)

A (41)

A- (29)

A+ (26)

A+

MPD

B+ (144)

B+ (94)

C+ (69)

A- (59)

A- (35)

A-

OSSE

A+ (56)

B- (52)

A (17)

B (14)

D- (14)

A

911/311

B+ (31)

A- (51)

A- (33)

A- (53)

A (64)

B+

October was the first month that DC Public Schools (DCPS) participated in the Grade.DC.gov program. DCPS earned an “A” for the month, receiving 308 reviews that provided 440 insights into the agency’s customer service and social media presence.

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.