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District’s Fire, Police and 911/311 All Receive ‘A-level’ Grades on Service

Tuesday, August 6, 2013
Average Rating for 15 City Agencies on is an ‘A’ for the first time

Contact: Keith St. Clair (EOM) (202) 215-6740; [email protected]

(Washington, D.C.) The three D.C. agencies under the direction of Deputy Mayor Paul Quander that are included in the program – Fire and Emergency Medical Services, Metropolitan Police Department and Office of Unified Communications  – have all received “A-minus” grades for the month of July. is part of an effort to improve customer service and uses feedback offered through the program’s website and via social media to increase responsiveness to residents.

The average grade for the 15 participating agencies improved to an unprecedented “A” level for the first time since the program’s inception in June 2012. A total of 1,288 reviews were logged by District residents and figured into the grade calculations.

FEMS has received an “A-level” grade in every month of 2013.

“The grade speaks to the department’s efforts to meet the public’s expectation. We appreciate their participation and feedback,” said Chief Kenneth B. Ellerbe. “Our employees are highly committed to making sure District residents and visitors receive a timely response to all fire and emergency medical calls.”

After starting the year with three monthly grades of “B-minus,” MPD has now received four consecutive “A-level” grades.

“We are very pleased that the community is taking advantage of this opportunity to provide us with valuable feedback,” said Chief Cathy L. Lanier. “We review the comments that are submitted and strive to make additional improvements that allow us to continue to provide high quality service to all members of the community we serve.”

OUC, which handles 911 and 311 calls, started 2013 with five consecutive “B-level” grades. But the office has earned “A-level grades” the past two months.

“Every OUC employee is actively engaged in ensuring that we provide the best service possible and our grade reflects that,” said Director Jennifer Greene. “I am very pleased to see that our customers are more than satisfied with the service that they receive from us.”