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Overall District Government Grade Holds Strong at ‘A-Minus’ Mark with April Grades from Grade.DC.gov

Tuesday, May 7, 2013

Overall District Government Grade Holds Strong at ‘A-Minus’ Mark with April Grades from Grade.DC.gov

Number of Reviews Released for the First Time as All Agencies Score in the ‘B’ to ‘A’ Range

(Washington, DC) Mayor Vincent C. Gray has released the April grades for the District’s Grade.DC.gov program. The average grade for all participating District government agencies held steady at an “A-minus.” The Office on Aging (DCOA) received its third straight “A-plus” rating for excellent customer service and social-media presence as measured by the program. 

Also, for the first time to date, in an effort to increase transparency and give the public more context for each grade, the number of reviews per agency was released.

The District Department of Transportation led the way with 261 reviews this month while the Alcoholic Beverage Regulation Administration had four reviews. Participating agencies were reviewed by residents a total of 1,196 times for the month of April. The full breakdown of the number of reviews for each agency is available at Grade.DC.gov

The April grades for participating agencies range from a “B-minus” to an “A-plus”:“I am very excited that the DCOA and its community-based Senior Service Network partners have received an ‘A-plus’ grade for the month of April,” said DCOA Director Dr. John M. Thompson. “I would like to thank Mayor Gray for his vision and commitment to high-quality customer service for the District’s residents. Quality customer service has always been a core value of the agency, and the Mayor’s Grade.DC.gov program has been one of the most valuable tools in the agency’s toolkit. At DCOA, we believe in providing outstanding services to our customers and look forward to continuing to serve residents of the District of Columbia with excellence.”  

Agency

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

DCRA

C-

B

B+

B-

B+

B+

B+

B+

B+

A-

A

DPW

C+

B

B+

B-

B

C

B

C

C+

A

A-

DDOT

C-

B-

A-

B+

B+

B+

B+

A

A

A+

A

DPR

C-

C+

B+

B

B

B

C+

A-

B

B

B+

DMV

C-

C-

B-

B-

B

B

C+

B-

B-

C+

B-

DCPL

N/A

N/A

N/A

N/A

A-

A

A-

B

A-

A-

A-

FEMS

N/A

N/A

N/A

N/A

B

A

A-

A+

A

A+

A-

MPD

N/A

N/A

N/A

N/A

B-

C

B-

B-

B-

B-

A-

911/311

N/A

N/A

N/A

N/A

B

B

B+

B

B+

B

B+

DCOA

N/A

N/A

N/A

N/A

A

A

A

A

A+

A+

A+

DSLBD

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

A-

A

B

ABRA

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

A-

A-

DOH

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

B+

B

OSSE

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

A

B-

DOES

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

A-

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.