Online Feedback System Helps D.C. Agencies Make the Grade

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WASHINGTON (CBSDC) — When D.C. Mayor Vincent Gray took office in 2011 he wasn’t pleased with some of the District’s services, and he knew that city residents weren’t either.

Gray says his executive team had been thinking for a while about ways to make it easier for residents to provide feedback so that agencies could make adjustments to their service delivery.

“From the moment I took office, I wanted to change the District’s reputation for poor delivery of services and lackluster customer-service interactions in some areas,” Gray said during his weekly Sunday morning radio address on All-News 99.1.

Almost three years later, the mayor says D.C. services are improving thanks to Grade.DC.gov, a program that uses social media to provide comments and feedback to city agencies, such as the Department of Parks and Recreation, the Metropolitan Police Department, and D.C. Public Schools.

Based off technology used by D.C. tech startup newBrandAnalytics, Grade.DC.gov pulls comments and feedback from various forms of social media — such as Twitter, Facebook, Yelp and Foursquare — for government agencies. The system also gathers direct feedback from online survey forms and text messages.

Gray says agencies can view the feedback so they can adjust the way they deliver services to better respond to residents’ needs.

The website uses a formula to assign a grade to each participating agency, and the grades are published every month. The entire D.C. government also is assigned an overall grade each month.

In a little more than a year since its launch, the District’s grades have improved dramatically across the board, Gray says. The city government’s overall grade has improved from a ‘C’ average to an ‘A’, and Gray says some agencies get consistently high marks, while others have improved dramatically.

Gray encourages city residents to go to Grade.DC.gov and participate.

Listen to Gray’s full radio address:

You can listen to D.C. Mayor Vincent Gray give his weekly radio address at 10:05 a.m. every Sunday, exclusively on All-News 99.1.

Follow WNEW on Twitter.

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