Technology/Tracking: Tracking requirements are to ensure that agencies appropriately monitor the status of correspondence received and can retrieve documents when necessary. All correspondence must be tracked in an electronic log. This system should be shared throughout the agency.¹ The tracking requirements are as follows:

• An assigned tracking number for individual correspondence and requestor's identity
• Retrieval capability–keeping a record of original correspondence on file for document recall (i.e. scanned image, file copy)
• Reporting capability (i.e. volume, open/closed, status, categorize, and summarize)
• Recording specific action taken on correspondence in system
• Specific status capability (i.e. indicate agency personnel responsible for responding where the correspondence is in the process of resolution)

Provide Resolution/Fulfill Request: All correspondence should be appropriately resolved by the agency within the articulated timeframe. Responses should address all issues raised within the initial correspondence and be free from grammatical and spelling errors. When responding in writing, please follow guidelines in the Formatting Letters and Memoranda section of this document.

Email Reply: Unless otherwise indicated by the originator, it is suitable to respond to constituent requests via email. Should an agency or employee choose this vehicle, the email at a minimum must:

• thank the constituent for writing;
• be edited to ensure that the message conveys appropriate information and it is free from grammatical and spelling errors;
• provide appropriate signature line (e.g. name, title, agency/department, email address, phone, and fax); and
• be professional. Email may be used as official correspondence and is a reflection of the agency and government. Email should not contain personal logos, wallpaper, or phrases that are different from the mission or goals of the agency or government.

If resolution cannot be provided within the articulated timeframe, the agency is expected to initiate follow–up contact with the constituent, provide a new resolution date, and fulfill the request within this new timeframe.