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Mayor Gray Releases December Grade.DC.Gov Grades

Thursday, January 9, 2014

Mayor Gray Releases December Grade.DC.Gov Grades

Agencies end 2013 with high marks; the program averaged “A” for entire calendar year

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

The program averaged an “A” for the entire 2013 calendar year, posting a “B-plus” in the first quarter of 2013 and an “A-minus” in the second quarter, followed by an “A” in both the third and fourth quarters. Grade.DC.gov captured over 16,400 reviews from social media and online surveys in 2013, which included over 65,700 specific insights into customer service at the 15 participating District government agencies.

During December 2013, over 1,300 reviews of District agencies were logged by residents and visitors. In total, over 4,200 total insights into agency customer service and social media presence were captured for the month of December.

December grades and all grades for each month of 2013 beginning in January can be found below:

 

Agency

Dec. (# reviews)

Nov.

Oct.

Sept.

Aug.

Jul.

Jun.

May

DCPS

A- (245)

A+ (276)

A (308)

N/A

N/A

N/A

N/A

N/A

DCOA

A (52)

A+ (82)

A+ (73)

A (106)

A (88)

A+ (80)

A+ (71)

A

DCRA

A (130)

A (147)

A (198)

A (154)

A (172)

A+ (182)

A (175)

A-

DPW

B- (46)

B+ (65)

A (110)

A (103

A (102)

A- (67)

A- (83)

B+

DDOT

A+ (402)

A (410)

A (470)

A (454)

A (452)

A (316)

A (240)

A

DOES

C- (18)

A- (25)

C (45)

A+ (182)

B- (23)

B- (29)

B- (12)

B-

DOH

D (3)

A (13)

D (6)

C+ (27)

B- (11)

B+ (21)

B+ (24)

B-

DPR

B+ (51)

B+ (75)

A- (115)

B (140)

A- (115)

B (120)

B- (71)

C+

DMV

A- (103)

A- (128)

A- (195)

A (182)

A (202)

A- (142)

B+ (157)

B+

DCPL

A- (115)

A (144)

A (257)

A (142)

A (166)

A (165)

B+ (70)

A-

DSLBD

C (4)

A+ (11)

0

A- (13)

B+ (7)

A+ (2)

A+ (8)

B+

FEMS

A (15)

A+ (15)

A (41)

A (45)

A (41)

A- (29)

A+ (26)

A+

MPD

B- (103)

C+ (73)

B+ (144)

B+ (94)

C+ (69)

A- (59)

A- (35)

A-

OSSE

A+ (21)

A (49)

A+ (56)

B- (52)

A (17)

B (14)

D- (14)

A

911/311

A- (25)

A (40)

B+ (31)

A- (51)

A- (33)

A- (53)

A (64)

B+

The platform is powered by newBrandAnalytics (nBA), a District-based, 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.