In September 2001, the District's Customer Service Operations (CSO) agency, which includes the Mayor's Correspondence Unit and Quality Assurance Tester Program, was created to promote a government where customer satisfaction and feedback drives operational improvements and service delivery. CSO leads the city's customer service initiatives and cooperatively deals in all areas that involve direct contact with constituents. CSO also works closely with the Office of Unified Communications, which includes the Mayor's Citywide Call Center, 311 and 911 operations.

The Citywide Call Center receives the majority of requests for service and information from constituents and routes the requests to the appropriate agencies for response. The Mayor's Correspondence unit serves the same function for written correspondence addressed to the Mayor. CSO's Tester program monitors how responsive and constituent-friendly agencies are when providing service.

CSO is constantly looking for ways to reach out to the government's internal and external customers. We work hard to ensure that constituents' requests are met with the highest levels of professionalism and customer service.