As a government agency charged with answering non-emergency and emergency calls for services, the Office of Unified Communications (OUC) strives to provide accurate, expedited, and professional services to the citizens and visitors of the District of Columbia. We value the feedback of the individuals we are privileged to serve to help us achieve the highest standards. By providing us input, both positive and negative, we can recognize our team members where appropriate, and focus our attention on opportunities for improvement when necessary.
To submit feedback, click here. The Office of Unified Communications (OUC) Community and Public Relations team will receive the feedback, and share it with the appropriate OUC Office, Division, and/or Sub-division. A member of the OUC team will follow up with the person providing the feedback within 48 hours of the receipt of the feedback.
Feedback Process Related to Complaints
When individuals submit a complaint to the Office of Unified Communications (OUC), it will be forwarded to our Agency’s Office of Special Operations and Investigations (SPOI). OUC SPOI was established as an internal independent objective special operations and investigations component to review OUC activities and operations to promote effective, efficient, and professional OUC programs and services. A member of our OUC SPOI team will follow up within 48 hours of receipt of a general and/or specific complaint.
The Office of Unified Communications (OUC) ensures all received feedback is taken seriously, carefully reviewed, and assessed by an experienced team. As a result, the Office of Special Operations and Investigations (SPOI) may take some time to thoroughly review feedback. A SPOI inquiry, investigation, and/or review can take up to 90 business days. OUC SPOI will follow up with individuals providing feedback at the conclusion of the review.
Office of Unified Communications continues to consistently develop and train its team members to meet our Agency’s objective. When necessary, OUC takes appropriate training and/or human resource action in accordance with our policies and collective bargaining agreement.
Typical Complaint Types Reviewed by OUC SPOI
- Abrupt disconnection
- Appropriate action not taken
- Call back not attempted
- Delayed dispatch
- Extended hold time
- Event not created
- Event not classified appropriately
- Inappropriate language
- Incorrect address
- Incorrect dispatch
- Incorrect information provided to caller, partner agencies, and/or responders
- Incident not dispatched
- Policy or procedure not followed
- Radio policy not adhered to
- Service standards not followed
- Updated information not relayed to partner agencies and/or responders