NEWS RELEASE FOR IMMEDIATE RELEASE February 06, 2003 PUBLIC WORKS RANKED IN TOP THREE DISTRICT AGENCIES TESTED FOR TELEPHONE CUSTOMER SERVICE Four employees were acknowledged for outstanding work (Washington, DC) The Department of Public Works received a 3rd place ranking in the District's FY 03 First Quarter Telephone Tester results, according to the Mayor's Office of Customer Service Operations. The two agencies ranking higher were the Office of Cable Television and the Office of Planning and Economic Development. This prestigious rating puts DPW above 44 other agencies, including the Departments of Parks and Recreation, Transportation, Health, and Consumer and Regulatory Affairs. DPW Director, Leslie Hotaling offered special congratulations to Radeena Washington, Executive Assistant to the Director; Brigette Sanders and Angela James, Management Assistants; and Ruth Claros, Quality Assurance Assistant for the Clearinghouse. "These four individuals have distinguished themselves as providers of first-class customer service. Their professionalism and poise make us all look good," said Ms. Hotaling. Telephone testers made their calls to District agencies' primary information or main numbers. For the most recent testing period, calls were made between October 1st and December 31st, 2002. Testers ranked telephone customer service based on courtesy, knowledge, etiquette and overall impression. The Mayor's Office has been testing District agencies for over two years to determine the level of customer service residents were receiving via telephone. In the first recorded agency ranking, DPW ranked 31st out of 41 agencies. Ms. Hotaling said training and motivation have been key factors in DPW's rise in the ratings.