This webpage supports the Office of Unified Communications' 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.
911 Performance Dashboard
- The 911 Performance Dashboard provides performance data on 911 call handling, dispatching, staffing, and more. The dashboard will be updated weekly and is available here:
- Agency-wide complaint information by complaint classification and whether the complaint was sustained or unsustained for 911 and 311 operations.
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.
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.
Agency Performance Plans for The OUC can be found here:
The Office of Unified Communications' Racial Equity Action Plan (REAP)
The Office of Unified Communications (OUC), in coordination with the Mayor’s Office of Racial Equity, is currently drafting a Racial Equity Action Plan (REAP). The REAP will highlight, define, and promote the agency’s philosophy on achieving racial equity.
Public input on the OUC's REAP is critical. Please take a moment to answer the following questions so that your thoughts and concerns can be heard. Your identity will remain anonymous and your responses will be kept confidential.
About the OUC's Racial Equity Coordinator:
Domingo Juan, OUC Policy Analyst, was appointed to be the OUC’s Racial Equity Coordinator in October 2022. In this capacity, Mr. Juan is responsible for leading and coordinating initiatives that aim to advance racial equity for both OUC employees and our constituency. This year, Mr. Juan will continue his work with all OUC personnel and the Mayor's Office of Racial Equity to formulate and publish a Racial Equity Action Plan (REAP) that summarizes the agency’s philosophy on promoting, advancing, and achieving racial equity.
The plan will highlight the OUC’s plan to promote racial equitable practices in its mission to provide a fast, professional, and effective cost-effective response to emergency and non-emergency calls in the District. Among the plan’s key initiatives are continued outreach to undeserved communities, continuing education for all employees regarding equality and equity, and continuing to monitor and improve emergency and non-emergency requests in the city’s most underserved communities. In addition, the plan will highlight feedback from both the public and the agency’s employees regarding how the agency can move forward in ensuring that the OUC is committed to a healthy and professional workplace that maintains anti-racist, affirming, culturally competent and inclusive practices.