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Residents Give First ‘A’ Average to District Agencies

Tuesday, August 6, 2013

Residents Give First ‘A’ Average to District Agencies

Participating District agencies were reviewed more than 1,200 times in July through Grade.DC.gov

(Washington, DC)Mayor Vincent C. Gray has released the July grades for the District’s Grade.DC.gov program. The average grade for all participating District government agencies improved to an unprecedented “A” level – the first overall “A” since the Grade.DC.gov program’s inception in June of 2012.

In an effort to increase transparency and provide additional context for each grade, the number of reviews per agency was again released. Last month saw a resounding 1,288 reviews logged by District residents and visitors during the month of July. To date, the public has reviewed all participating agencies over 14,000 times since the program began. Each review provided on average of five actionable insights – a positive or negative comment on the reviewed agency’s service delivery. 5,301 total insights were captured for the month of July.

Grade.DC.gov is part of a concerted effort to improve customer service and increase responsiveness to residents using feedback offered via social media. Grade.DC.gov agencies are required to maintain active Twitter and Facebook accounts and respond to comments captured on those platforms within 24 hours of receipt or the next business day.

The July grades for participating agencies range from a “B-minus” to an “A-plus”:

Agency

Jan.

Feb.

Mar.

Apr.

May

June
(Reviews)

July
(Reviews)

ABRA

N/A

B

A-

A-

B-

F (1)

B- (9)

DCOA

A

A+

A+

A+

A

A+ (71)

A+ (80)

DCRA

B+

B+

A-

A

A-

A (175)

A+ (182)

DPW

C

C+

A

A-

B+

A- (83)

A- (67)

DDOT

A

A

A+

A

A

A (240)

A (316)

DOES

N/A

D+

A-

B-

B-

B- (12)

B- (29)

DOH

N/A

D+

B+

B

B-

B+ (24)

B+ (21)

DPR

A-

B

B

B+

C+

B- (71)

B (120)

DMV

B-

B-

C+

B-

B+

B+ (157)

A- (142)

DCPL

B

A-

A-

A-

A-

B+ (70)

A (165)

DSLBD

N/A

A-

A

B

B+

A+ (8)

A+ (2)

FEMS

A+

A

A+

A-

A+

A+ (26)

A- (29)

MPD

B-

B-

B-

A-

A-

A- (35)

A- (59)

OSSE

N/A

B

A

B-

A

D- (14)

B (14)

911/311

B

B+

B

B+

B+

A (64)

A- (53)

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.