Date created: | Last Updated:

Category: Project

Description: To make sure DC government is providing good customer service to District residents, it’s important to test new ways of serving residents and measure their satisfaction. We thought we could improve customer satisfaction and engagement by sending residents a photo showing that their requests for pothole repairs were completed. Using the city’s 311 service request system, we designed a pilot and evaluation plan to test the impact of sharing photos. Unfortunately, we were not able to implement the pilot due to concerns about safety and feasibility. But the effort still led to DC adding photo feedback for other 311 service requests.