Managing audience requests in government offices
Audience requests arrive by letter, phone, referral or in person. Without a method they pile up, and requesters keep calling the secretariat. Here is a simple method and the tools that support it.
The four steps of an audience request
- Receipt: the request is recorded with a subject and a reference
- Verification: the requester's identity, or at least their address, is confirmed
- Review: the secretariat approves, declines with a reason or redirects
- Scheduling: a date is set with the right official and the requester is informed
Define audience subjects in advance
List the accepted subjects (partnership, complaint, dossier submission, request for support…) and the department responsible for each. A clear subject routes the request as soon as it arrives.
Offer a verified online form
A public form on the ministry's website saves trips. Email verification filters out frivolous requests, and a reference lets the requester follow up without calling.
Keep a single register
Every request — online, by letter or in person — should end up in the same register with its status. That register is what answers "where is my request?".
Prepare the audience
On the day, reception knows who is expected, identity is checked and any dossier is already submitted. The audience can be documented and its follow-ups assigned.
Indicators to follow
- Requests per subject per month
- Average time from request to decision
- Share of requests approved
- Requests waiting more than 30 days