Constituent Services and Correspondence Peer Discussion

Behind every call, email, and letter to a governor's office is a staff member working to get someone an answer. Recently, NGA gave those staff a chance to learn from one another, bringing together correspondence and constituent services professionals from across the country for a virtual peer discussion on serving the public well.

Participants compared the tools and practices that help them respond to constituents quickly and with care. Several described how they connect people to the right state agency the first time: designated agency liaisons, referrals sent through their constituent management platforms, and a clear note on what the constituent is hoping to accomplish. Others shared how they stay in regular touch with agency contacts to keep cases moving and spot emerging trends.

Offices also swapped ideas for making it easier for constituents to find help on their own. One office described a customized email that points people to vetted state and community resources, which often gives constituents what they need right away. Staff also compared phone systems, including features like voicemail transcription and live call transcription, and talked about the value of confirming early that a new system will work smoothly with the office's constituent management platform.

Thanks to everyone who joined for such a candid exchange of ideas. The next virtual peer discussion is scheduled for December 16, and NGA will soon begin sharing a monthly Constituent Services and Correspondence newsletter, with contributions welcome. If you are a governor's staff member and are interested in participating in future discussions, please contact Caroline Colavita, [email protected].