The District of Columbia Department of Employment Services has released its first DOES Customer Service Report. The report highlights the areas of improved service across the agency including improvements in performance, accountability, accessibility, outreach, technology and employee engagement. As the Bowser Administration is committed to providing District residents with quality customer service, DOES has implemented initiatives that provide a continuous standard of service including the development of the DOES Customer Service Bill of Rights, increasing internal customer service training and adding additional access to language and assistive services at DOES.
“The Bowser Administration is focused on ensuring our residents can access, high quality services in a customer friendly environment. said Snowden. When entering any DOES location, you are instantly greeted by the Customer Service Bill of Rights, a knowledgeable staff member and a way to connect with the agency, opening the door for the team to continue to meet and exceed our resident’s standard of service.”
The 2017 Customer Service Report also highlights the opportunities customers have had to engage with the agency, which have in turn helped address key areas of improvement. Events such as DOES’ Leadership on Location and Community Conversations have given the community a voice to share opinions and concerns, ask questions in a town hall style setting and gauge additional areas of improvement. Other improved areas addressed in the report are the use of technology for timely and easy access to services within the redesigned American Job Center; enhanced language access training and programs; and a realigned reporting structure to drive efficiency and effectiveness. “Above all, the success of our agency is centered in providing outstanding customer service to our residents,” says DOES Director Donald. “We’ve placed a consistent and determined focus on customer service activities designed to meet the needs of both our internal and external customers that will greatly enhance our capacity to serve District job seekers and businesses.”
DOES plans to release forthcoming Customer Service Reports annually. Additional information regarding this report and other agency performance data is available on DOES’ website at www.does.dc.gov under DOES Data & Performance.