Constituent casework
Constituent cases opened, routed and followed up
How a run goes
The steps this agent takes, in order, and what each one leaves behind.
Reads the request and matches it to the agency and the program
Opens a case for each constituent request, identifies the agency that owns it and drafts the referral
Drafts the referral and schedules the follow-ups
Follows up with the agency at the agreed interval and drafts the status letter to the constituent
Drafts the constituent letters and the monthly report
Reports the case volume by issue so the office sees what its district is asking about
Works in
Salesforce, Zendesk, SharePoint
Salesforce, Zendesk, SharePointWhat it does
- Opens a case for each constituent request, identifies the agency that owns it and drafts the referral
- Follows up with the agency at the agreed interval and drafts the status letter to the constituent
- Reports the case volume by issue so the office sees what its district is asking about
Connects to
Need it to work differently?
Every agent can be changed: the steps it takes, the systems it uses and who approves what.