Welcome to the District of Columbia’s Office of Unified Communications (OUC) performance measures website page. This webpage supports our efforts to be a highly efficient, transparent, and responsive organization. We include information on this page covering our complaints, key performance indicators (KPI), freedom of information act (FOIA) data, and workload measures. We update all information at least quarterly, and make monthly updates when necessary.

Complaint Information

• Agency-wide complaint information by complaint classification and whether the complaint was sustained or unsustained for 911 and 311 operations.
  • OUC Complaints Data

Key Performance Indicators for 911 and 311 Operations

• Information about the number and percent of 911 calls abandoned and answered. Additional information on the average 911 answer time, and percent of 911 calls answered within 10, 15, and 20 seconds. Lastly, for 911 calls we provide the average call-to-queue time and queue-to-dispatch time for 911 call, and percent of 911 calls in which are call-to-queue on 60 and 90 seconds or less.
• Information about the average answer time for 311 calls. Additional information about the percent of 311 calls answered by a Customer Service Representative within 90 seconds. Lastly, for 311 calls we provide the percent of 311 calls handled by a Customer Service Representative within four minutes.
  • OUC Performance & Metrics

Freedom of Information Act (FOIA) Data

• Agency-wide information about the number of FOIA requests that were submitted to The OUC. Additional information about the number granted, partially granted, denied, and pending is available. Lastly, we provide the average response time (in days) to a FOIA requests, the number of team members required to process requests, and the estimated hours we spend responding to FOIA requests.

Performance Plans

Agency Performance Plans for The OUC can be found here:

• FY 2022 Performance Plan
• Historical Performance Plans and Reports