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OurTown 2.0 Guided Tour page 7 

 Cindy Citizen
 123 Main Street
 Our Town, ST 12345

 Dear Cindy:

 This letter is sent to you in response to a request
 for services.  On [date-time] you sent us the following: 

 [TextOfRequest]

 This type of service typically takes [TurnAroundTime]. If 
 this has not been resolved to your satisfaction by then,
 please feel free to contact my office again.

 It is because of concerned citizens like you that
 OurTown remains the best place on the planet to live.


 Thank you


 I. Getitdone
 City Manager

This letter serves three purposes.

1. It lets Cindy Citizen know that you got the message, you care about her and you are doing something about her request for service.
2. It may prevent her from calling your office repeatedly to check on the status of her request. Sometimes up to one half of the calls received by your office are from citizens checking on an earlier request (when will it get done?) Responding and letting the citizen know how long this should take helps reduce these unnecessary calls.
3. If the request has not been resolved in the acceptable time frame you WANT them to contact you again. They can become your eyes, ears and on-site inspectors for all of the services requested by the citizen.

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