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newBrandAnalytics to Provide Online Government Service Rating, Analysis and Evaluation Platform for Washington, D.C.’s Grade.DC.Gov Program
District of Columbia Government to use newBrandAnalytics to capture feedback from constituents using District government services, evaluate customer experiences, and provide agency leaders with real-time decision-making data
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(Washington, DC) The office of District of Columbia Mayor Vincent C. Gray has selected newBrandAnalytics, the leading provider of social market intelligence solutions, to provide a transparent online government service rating, analysis and evaluation platform. The technological cornerstone of Washington, D.C.’s Grade.DC.Gov Program, the new web interface will enable agency leaders to listen to and interpret continuous feedback from constituents, and to use this real-time intelligence to make data-driven decisions that will improve agency operations as quickly as possible.
The District's customer service levels have risen significantly in recent years. Residents have enjoyed increasing access to online systems for payments, license and permit applications, and public information. To most effectively gather information about constituents' experiences with the local government, the District is incorporating an online element into its traditional customer service survey tools to invite constituents to provide their on-demand comments and opinions via smart device-enabled applications and social media websites. After harvesting the online commentary, newBrandAnalytics will interpret and analyze qualitative feedback to provide an overall agency grade and specific categorical grades, identify the root causes of customer satisfaction or dissatisfaction and most importantly, guide decision makers to allocate limited taxpayer resources to address the most burning issues cited by constituents.
“We are thrilled to work with an innovative, District-based company that is part of our fast-growing tech-business sector on this groundbreaking project,” said Mayor Gray. “We are excited about applying cutting-edge technology from the private sector to the task of ensuring that D.C. residents receive the best customer service possible from their government.”
The Grade.DC.Gov platform will go live in June 2012 with five agencies; 10 additional agencies will be added in the second half of 2012.
“nBA is committed to making sure every customer voice is heard,” says Sean O’Leary, Chief Executive Officer of newBrandAnalytics, “With our powerful social media analytics tool District residents can provide real-time feedback on their experiences with DC Government Agencies. More importantly, they can be sure the information is understood and reviewed regularly to drive continuous and ongoing improvements to service.”
The firm’s business has heretofore been focused on serving companies that want to leverage social media and other online platforms to get the most comprehensive picture possible of customer feedback. Grade.DC.Gov is newBrandAnalytics’ first foray into the government sector, and the company hopes that the success of Grade.DC.Gov will open up new business possibilities with other government entities across the nation.
Washington, DC-based newBrandAnalytics has been described by industry thought leaders as the most innovative customer satisfaction technology in the last decade. Companies use the newBrandAnalytics platform to glean real-time, voice-of-customer intelligence inherent in their customers’ online conversations, enabling them to understand not only what their customers are saying, but also why they are saying it and how it impacts their strategy. Going well beyond simple social metrics, the newBrandAnalytics technology generates industry specific customer insight through operational categories that truly matter to organizations - such as service performance, employee feedback, and service quality. These actionable insights can be drilled down to look at specific units, locations, properties, etc., and are proven to yield operational improvement, enhanced marketing measurement, and new strategic initiatives that help clients deliver a brand-defining customer experience.
About newBrandAnalytics:
Washington, D.C.-based newBrandAnalytics is the leading provider of in social market intelligence solutions to the restaurant, hospitality, retail, travel, and leisure industries. Their flagship offering, Social Guest SatisfactionTM is used by thousands of restaurants, hotels, and retailers and is proven to improve guest experience. The company was recently named the Venture Summit Mid-Atlantic 100 Company of the Year. www.newBrandAnalytics.com
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