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Mayor Gray Releases September Grade.DC.Gov Grades

Wednesday, October 2, 2013

Mayor Gray Releases September Grade.DC.Gov Grades

Average grade holds at ‘A’ level as DC Public Schools joins innovative program

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

During September, 1,775 reviews of District government agencies were logged by residents and visitors. To date, the public has reviewed all participating agencies over 17,380 times since the program’s inception last summer. Each review provided on average of 4.6 actionable insights – a positive or negative comment on an agency’s service delivery. In total, 6,602 total insights were captured for the month of September.

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

Agency

September (# reviews)

Aug

July

June

May

Apr

Mar

Feb

ABRA

A+ (1)

A+ (11)

B- (9)

F (1)

B-

A-

A-

B

DCOA

A (106)

A (88)

A+ (80)

A+ (71)

A

A+

A+

A+

DCRA

A (154)

A (172)

A+ (182)

A (175)

A-

A

A-

B+

DPW

A (103

A (102)

A- (67)

A- (83)

B+

A-

A

C+

DDOT

A (454)

A (452)

A (316)

A (240)

A

A

A+

A

DOES

A+ (182)

B- (23)

B- (29)

B- (12)

B-

B-

A-

D+

DOH

C+ (27)

B- (11)

B+ (21)

B+ (24)

B-

B

B+

D+

DPR

B (140)

B+ (127)

B (120)

B- (71)

C+

B+

B

B

DMV

A (182)

A (202)

A- (142)

B+ (157)

B+

B-

C+

B-

DCPL

A (142)

A (166)

A (165)

B+ (70)

A-

A-

A-

A-

DSLBD

A- (13)

B+ (7)

A+ (2)

A+ (8)

B+

B

A

A-

FEMS

A (45)

A (28)

A- (29)

A+ (26)

A+

A-

A+

A

MPD

B+ (94)

C+ (69)

A- (59)

A- (35)

A-

A-

B-

B-

OSSE

B- (52)

A (17)

B (14)

D- (14)

A

B-

A

B

911/311

A- (51)

A- (33)

A- (53)

A (64)

B+

B+

B

B+

As of October 1, DC Public Schools (DCPS) has joined the Grade.DC.gov program to better measure customer-service levels and social-media performance at the agency level while creating an additional way to respond to community feedback. DCPS is taking the place of the Alcoholic Beverage Regulation Administration (ABRA), which generated by far the smallest number of reviews and insights of any participating agency. Administrators of the Grade.DC.gov program decided that it would be best, therefore, to replace ABRA with an agency whose services involved larger amounts of interaction with the general public.

“It is very important to me to know how our community feels we are doing at DCPS,” said DCPS Chancellor Kaya Henderson. “While our work is primarily focused on what’s happening in the classroom, there is so much more to DCPS, and I’m grateful for a tool like Grade DC to help inform us about what we’re doing well and where we need to improve.”

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.