Agencies in the Washington, D.C. city government are making the grade.
In July, for the first time since the Grade.DC.gov program’s inception, the city’s participating agencies received an average “A” grade from city residents.
Grade.DC.gov is part of a concerted effort to improve customer service and increase responsiveness to residents using feedback offered via social media for the city. 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.
To date, the public has reviewed all participating agencies over 14,000 times since the program began.
Each review provided on average five actionable insights – a positive or negative comment on the reviewed agency’s service delivery. A total of 5,301 insights were captured for the month of July with grades ranging from a “B-minus” to an “A-plus.”
The platform is powered by newBrandAnalytics and is the company’s first venture into government services. 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.