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Overall District Government Grade Reaches ‘A-Minus’ Mark with March Grades from Grade.DC.gov

Wednesday, April 3, 2013

Overall District Government Grade Reaches ‘A-Minus’ Mark with March Grades from Grade.DC.gov

Mayor Gray Praises Improving Rankings for District Government’s Customer Service

(WASHINGTON, DC) – Mayor Vincent C. Gray has released the March grades for the District’s Grade.DC.gov program. The average grade for the all participating District government agencies reached its highest all-time mark this month, with an “A-minus” grade. Also, the District Department of Transportation (DDOT), for the third month in a row, obtained an “A”-level grade, with an “A-plus”.

“We created Grade.DC.gov last summer to help agencies improve their customer service by providing additional analytic tools and increasing their accountability to the public they serve,” noted Mayor Gray. “The overall upward trend of grades, led by enterprising, customer-focused agencies like DDOT, shows that the program is making an impact across the government of the District of Columbia. I look forward to seeing District agencies continue to deliver high levels of customer service to residents, businesses and visitors alike.”

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

Agency

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

Mar

DCRA

C-

B

B+

B-

B+

B+

B+

B+

B+

A-

DPW

C+

B

B+

B-

B

C

B

C

C+

A

DDOT

C-

B-

A-

B+

B+

B+

B+

A

A

A+

DPR

C-

C+

B+

B

B

B

C+

A-

B

B

DMV

C-

C-

B-

B-

B

B

C+

B-

B-

C+

DCPL

N/A

N/A

N/A

N/A

A-

A

A-

B

A-

A-

FEMS

N/A

N/A

N/A

N/A

B

A

A-

A+

A

A+

MPD

N/A

N/A

N/A

N/A

B-

C

B-

B-

B-

B-

911/311

N/A

N/A

N/A

N/A

B

B

B+

B

B+

B

DCOA

N/A

N/A

N/A

N/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

ABRA

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

A-

DOH

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

B+

OSSE

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

B

A

DOES

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

D+

A-

“The Grade.DC.gov program gives DDOT a great opportunity to fine-tune our customer service efforts so that we can provide District residents with exceptional, A-plus service,” said DDOT Director Terry Bellamy. “At DDOT, we always want to provide the highest level of customer service – and Grade.DC.gov provides a great way for us to measure ourselves publicly against other participating agencies.”

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.