This document will establish a policy for correspondence standards and formats to be implemented that shall set precise methods for the handling of correspondence for all departments and agencies under the authority of the Mayor. Written correspondence, as defined in the standard, is to be responded to, tracked, and effectively managed in a timely fashion. All agencies are required to comply with all issues within the parameters of this memorandum immediately.

Definition: Correspondence is to be defined as any written material transmitted to or from an agency, department/sub–unit, employee, or position in an agency for the transaction of agency related business. This includes letters, memoranda, emails, and faxes submitted to an agency for action or information.

Purpose: In order to ensure that the District government is providing the highest level of customer service to each constituent or entity that contacts the government in writing, District agencies and offices will implement the following minimum standards for handling correspondence. These standards have been developed to ensure that the government is consistently responsive and accountable when contacted in writing. All guidelines below have been written with that purpose in mind.

PART I

Acknowledgement: Correspondence that requires action by or requests information from the agency, except when written directly to the Mayor, should be acknowledged or responded to within 2 business days. This acknowledgement is necessary to manage requestors' expectations and to make them aware that the agency has received the request and is working to resolve it. The acknowledgement should contain the following:

• Thank you for writing
• Realistic timeframe for issue–resolution
• Contact person's name, telephone number, and email address
• Tracking/identification number for requestor to follow up