Voicemail Compliance (Individual Number) Test
The Quality Assurance Unit randomly surveys employee desk telephone numbers by dialing directly into the Opti-Mail Voice Messaging System ((202) 645-0661) or dialing the desktop number directly after hours. The testers listen carefully to determine if the voicemail message includes the following information:

1. Name of employee
2. Title of employee
3. Organizational unit of employee
4. Number to dial for immediate assistance or “0” for operator assistance.
5. Statement that the call will be returned within 24 hours or the next business day

The Quality Assurance Unit conducts a correspondence test by submitting a request for information through the Ask the Director form on the agency’s website. The test monitors the length of time taken to respond to the request and the quality of the answer.

Voicemail Responsiveness Test
The Quality Assurance Unit makes calls to individual employee voicemail boxes and leaves a message that requires a 24 hour response to measure compliance with the voicemail standard.

Email Responsiveness Test
The Quality Assurance Unit performs a correspondence test by submitting a request for information through an agency’s Ask the Director form or through an email address listed on the agency's website.

US Mail Responsiveness Test
The Quality Assurance Unit sends a request letter to an agency’s mailing address and monitors the length of time taken to respond to the request and the quality of the answer.