What are the District’s service performance goals?

The Quality Assurance Tester Program has the following performance goals:

• Telephone Service Quality
  95 percent of agencies tested rate good or excellent in courtesy, knowledge, etiquette and overall impression.
  
• Staffing Agency Phone Lines
  A live operator answers every call to main agency telephone numbers during business hours within 2.5 minutes (for automated systems); callers do not reach a voicemail greeting, busy signal, or experience continual ringing during business hours.
  
• Voicemail
  100 percent of District government agency and employee voicemail greetings comply with the Mayor’s Voicemail Standard.
  
• Email Responsiveness
  All correspondence is acknowledged and/or responded to within two business days.
  
• US Mail Responsiveness
  All correspondence is acknowledged and/or responded to within two business days.
  
• Responsiveness to Mayor's Correspondence
  Correspondence is acknowledged and or responded to within two business days.