CORE Facility Inspection Program

The Customers Observing and Reporting Experience (CORE) program is an inspection program that rates facility conditions and customer service at over 300 of the City’s walk-in service centers.  Street Condition Observation Unit (SCOUT) inspectors arrive unannounced at service centers, conduct observations and rate 11 physical conditions and four customer service elements.  Using specific criteria, inspectors rate each condition Excellent, Good, Fair or Poor.  Agencies receive scores for Cleaning & Maintenance, Facility Operations and an Overall score combining the first two.

Rating Scale

CORE uses a four point scale to rate observations assigning a set number of points to each rating:

• Excellent = 100
• Good = 66
• Fair = 33
• Poor = 0

CORE Performance Report - Historical Data

Total Sites Visited

Total # of Sites Visited by Year
2010	2011	2012	2013	2014	2015	2016	2017	2018
307	297	283	312	308	309	64	291	221

Citywide Scores
	2010	2011	2012	2013	2014	2015	2016	2017	2018
Cleaning & Maintenance	84	87	85	89	92	92	95	95	96
Operations	82	83	82	87	92	93	96	97	96
Overall Score	83	83	84	84	84	93	95	96	96

Sites with Perfect Scores

CORE Sites with Perfect Scores
2010	2011	2012	2013	2014	2015	2016	2017	2018
7	18	18	50	59	64	9	82	86

CORE Questions

Customer Service/Language Access

• Are security guards professional, accessible, and knowledgeable?
• Is the queuing process timely and efficient?
• Are the front-line staff personnel professional, accessible, and knowledgeable?
• Is the facility accessible for Limited English Proficient customers?

Cleaning & Maintenance

• Is the facility signage in good condition?
• Is the lighting sufficient and in good condition?
• Is the floor or carpeting clean and in good condition?
• Are the walls cleans and in good condition?
• Are the windows clean and in good condition?
• Is the ceiling clean and in good condition?
• Are the restrooms clean and in good condition?
• Is there sufficient seating for customers?
• Is the seating clean and in good condition?
• Was there graffiti present? If so, what is the size and prominence?
• Is there any litter or trash present in the facility?

CORE on NYC Open Data – 2010 to present.