BUSINESS & FINANCIAL MANAGEMENT CASE STUDIES

Mayor's Correspondence Unit

DBTS' mission of providing the utmost in customer service is evidenced by our support in the Executive Office of the Mayor's Correspondence Unit. In an effort to assist the District of Columbia Mayor in meeting the needs of his constituents, DBTS responded to email and written correspondence from citizens seeking answers to their concerns. Our staff assessed the nature of the concern and determined the appropriate response, including classifying the correspondence according to subject matter and forwarding it to the appropriate government office. In addition to the more than 150 weekly e-mails, our staff responded to handwritten correspondence and supported this office in achieving a 90% accuracy and closing rate. Our staff utilized a workflow management system called Intranet Quorum (IQ) to view, track, and forward correspondence.

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