our school board
Constituent Services System
The Board’s Constituent Services Policy was adopted
at the January 3, 2006, Board Meeting, and the system
has been operational since February 1, 2006.
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Delivering consistent quality Constituent Service within
a large urban school district had long been a concern of
this Board. The seven elected members receive
comments/concerns via e-mail, school district phone
lines, at home, private offices, and through their daily
lives. Often we found that each had received the same
e-mail or phone call which then varied with how it was
handled and to whom it was referred to for response. In
an effort to not overburden staff with redundant
requests, while at the same time assuring that
management takes responsibility for helping citizens
receive the services that the School Board intends for
them to provide, and to have the ability to track
requests, we created the Constituent Services Policy
The roles and responsibilities of the
Board/Superintendent team are delineated as they relate
to constituent service through the following being
defined in the policy.
The system for Constituent Service contains the
Protocol for handling constituent requests for
information or assistance based on a priority code
A primary contact person in the Board Office who will
refer Constituent Service issue requests to the
Superintendent’s Office as directed by the Board member.
Feedback system so that Board members know the
resolution of requests.
Information management system for storing, tracking,
categorizing and analyzing requests.
Monthly reports to the Superintendent and Board on
constituent requests, their resolution, and patterns in
requests, with an annual summary report.
Periodic reports on District systems improvements made,
in whole or part, as a result of constituent service
Over sight of the system by the Superintendent’s
Constituent Services ContactBonnie
Susan Cole, Secretary & Constituent Services
email@example.com | 390-2293
Duval County School Board
1701 Prudential Drive
6th Floor | Room 642
Jacksonville, FL 32207