Text Resize

-A +A
Bookmark and Share

Mayor Gray Releases January Grade.DC.gov Grades

Thursday, February 6, 2014

Mayor Gray Releases January Grade.DC.gov Grades

Program Kicks Off 2014 with Average Monthly Grade Dipping to “A-minus”

(WASHINGTON, DC) – Mayor Vincent C. Gray has released the January grades for the District’s innovative Grade.DC.gov program. The average grade for all participating District government agencies fell to an “A-minus” for the first month of 2014. 

During January 2014, more than 1,000 reviews of District agencies were logged by residents and visitors. In total, over 4,500 insights into agency customer service and social-media presence were captured for the month of January. This month saw fewer reviews (versus 1,300 in December), but more insights (versus 4,200 in December) than in the last month of 2013, due primarily to more detailed survey responses by residents and visitors. 

January saw strong grades from most participating District agencies. Mayor Gray has instructed directors of agencies receiving anything less than an “A” grade to double down on their customer-service efforts and their outreach on social-media platforms, such as Twitter and Facebook.

January grades for each of the 15 participating agencies can be found here.

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.