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11.11.2020 Edition | Volume 5 | Issue 4

• DCRA Anacostia Mural Project
• DCRA Fall Housing Summit | November 18
• Customer Satisfaction | Improving Our Customer Service in a BIG Way 

Message From The Director As I write this, it is warm outside and hardly feels like fall, however, it is November so Thanksgiving and the holiday season will soon be upon us. November also marks the second anniversary of my joining DCRA, and I am thankful to have had this time to lead the agency through its most profound change in recent years. Under the leadership of Mayor Muriel Bowser, and in partnership with our key stakeholders and customers, we have been able to: Build and strengthen our relationship with our customers by improving our level of service; Implement significant process and systems changes that have empowered us to deliver all DCRA services to our customers, securely and efficiently, even during the pandemic; Increase our response rate and shorten the time that it takes for our customers to get action on their inquiries – our average conversation handling time is now 16 minutes; and Surpass our targets for permitting, licensing, and inspection-related activities, ensuring that residents, businesses and visitors to the District are safer. As I say on a daily basis, our agency’s core values are transparency, accountability and responsiveness. These are demonstrated in everything that we do and will guide our continuous efforts to improve. Thank you for working with us and challenging us to become better. Stay safe,

Ernest Chrappah
Director

DCRA Anacostia Mural Project

Driving over the bridge on Martin Luther King Jr. Avenue, SE, just before you reach the traffic light at the intersection of Good Hope Road, you can’t miss the bright blue mural that now wraps around the corner. Transformed by public art, residents and visitors are now welcomed into the Ward 8 neighborhood with the “We Are Anacostia” mural.

The mural was made possible thanks to a unique partnership between the Department of Consumer and Regulatory Affairs (DCRA) and the Anacostia Business Improvement District (BID). DCRA built the wall that serves as the mural’s canvas, and the BID commissioned the mural in conjunction with local business owners and community leaders.

“Teaming up, we were able to turn an empty lot that was a bit of an eyesore into a beautiful celebration of the community,” said DCRA Director Ernest Chrappah. “Mayor Bowser charged DCRA with making sure vacant properties are safe and secure, and with this project, we’ve taken that charge to the next level.”

To view or learn more about the mural, check out our Anacostia Mural Project blog post.

DCRA Fall Housing Summit | November 18

If you are an owner or property manager of one or more of the 30,000 licensed rental properties available in our neighborhoods, you serve a vital need: providing safe housing to District residents.

At DCRA, we continue to focus on better serving District residents, businesses and stakeholders, and we are excited to invite you to our first biannual Housing Summit.

The Housing Summit will be broken into two parts. You're invited to join us for both parts, or the portion most relevant to you and your business.

During the Housing/Property Maintenance Inspection Session, topics will include:

• Abatement Policy – including potential incentives such as reductions in fines for faster abatements
• Inspection Processes – expedited processes for inspection activity and abatements
• Basic Business License Inspections – inspections are now happening sooner, with more flexibility to make abatements
• Easier Referrals to Sister Agencies Within DC Government – efficient communication with our sister agencies, like the Department of Energy and the Environment and the DC Housing Authority, often eliminating the need for cases to go to the Office of Administrative Hearings

10:00 AM - 11:30 AM

During the Proactive Inspection Program Session, topics will include:

• An Overview of the Program – including how properties are selected for inspection
• Information About the Scheduling Process and Tenant Notification – making it easier for you when it comes to inspection time
• Review of Abatement and Re-Inspection Policies – ensuring that your property can be rented safely and more quickly
• Insight into Settlement Options Available to You

2:00 PM - 3:30 PM

In addition, both sessions will include:

• A Debut of Our Housing Registry – more timely notification of complaints and upcoming inspections
• An Overview of Online Enhancements to the DCRA Agency Dashboard and Additional Online Tools – ensuring that you are in compliance with safety and licensing requirements and can notify us of any abatements in almost real-time
• An Introduction of the Increased and Efficient Methods of Payment – we will soon accept secure online payments, in higher amounts, for more types of fines and fees

Sign Up for Your Session Today!

Customer Satisfaction | Improving Our Customer Service in a BIG Way 

As public servants, providing excellent customer service to the residents and businesses we serve is at the heart of what we do. Over the last year, DCRA revamped how we provide customer service, and we’re very proud of the difference it’s making, with 86% of customers now rating their experience with DCRA as “excellent” or “satisfactory.”

To learn more about how DCRA has transformed the way that we do business, read our Improving Our Customer Service in a BIG Way blog post.

Connect with DCRA | We Are Here to Assist You

On average, each month the DCRA customer service team fields more than 19,000 emails, 16,000 phone calls and 1,000 live chats, assisting customers in moving their projects forward, establishing businesses and remaining in compliance with District regulations.

Whether you contact us through our online inquiry form, phone at 202.442.4400 or live chat available on dcra.dc.gov, we are here to serve you.

Download DC CAN DC has a new tool to help you know if you might have been exposed to the coronavirus (COVID-19). Works with iPhone and Android smartphones Easy to use Secure and private DC Health’s DC COVID Alert Notice (DC CAN) protects our community while protecting our privacy. If you have an iPhone, opt-in to Exposure Notifications in your device Settings. If you have an Android, download DC CAN from the Google Play Store. The more people opt in, the more we can stop the spread and protect DC. Learn more at coronavirus.dc.gov/dccan.