Manage Correspondence

Agencies can create pre-approved responses that will be suggested based on inbound correspondence subject or topic to ensure consistent messaging. After confirming appropriate automated triage, correspondence specialists can select from existing content that has been previously approved and provides a consistent response to constituents regardless of intake channel.

Next: Click on “More…” then “Leverage Feedback to Increase Constituent Satisfaction”

Beyond ensuring consistent messaging, agencies can leverage predictive analytics to facilitate the highest level of constituent satisfaction. By evaluating previous responses and the associated constituent level of satisfaction captured in Salesforce, predictive analytics provide guidance on the most relevant pre-approved content for a specific piece of correspondence.

Next: Click on “More…” then “Engage Stakeholders for Formal Correspondence”

Formal correspondence, such as congressional letters or other policy documents, often requires multiple iterations including drafting, editing, reviewing, and approving a response. Each of these phases within the process may require multiple stakeholders from various offices. Correspondence specialists can route formal documents to multiple stakeholders with unique tasks within Salesforce.

Next: Click on “More…” then “Track Concurrence and Approvals”

When formal correspondence requires engagement by multiple stakeholders, correspondence specialists can easily track the current status of a response. Within a single view, it is easy to identify which groups and individuals have collaborated on a document and the role each has been responsible for (e.g., drafting, clearing, editing, approving, or signing a document).

Next: Click on “More…” then “Redact Sensitive Content”

Freedom of Information Act (FOIA) requests often require the coordination of multiple stakeholders to retrieve applicable documents. Once these documents are retrieved, they may require redaction of sensitive content before release. FOIA specialists can leverage workflow within Salesforce to collect applicable documents from stakeholders and then redact sensitive content from these documents before responding to the request.

Next: Click on “More…” then “Track Progress and Overall Engagement”

In a single view, correspondence specialists and leadership can obtain a 360-view of interactions with groups and individuals. This comprehensive view helps to ensure consistent messaging across channels and allows an agency to develop proactive engagement strategies for critical stakeholders.

Next: Click on “More…” then “Dive into Data”

With predictive analytics embedded in the response process and detailed visualizations, correspondence response leadership can transform their work with data to identify process gaps, visualize key trends, and ensure critical correspondence is receiving a timely, consistent, and adequate response. Agencies can leverage data to proactively engage with constituents, Congress members, Congressional committees, and other government agencies.