Senator Marco Rubio (R-FL)

To the office of Senator Marco Rubio (R-FL), human interaction remains the most important component in assisting and resolving constituents' issues. It is about operationalizing constituent empathy – identifying with a constituent's emotional need, understanding the reasons behind that need, and responding to it effectively and appropriately. Staff is motivated to look for creative solutions by giving every constituent issue the attention it requires to assist in a positive outcome.

The office has established a goal to go from "Good to Great". This is supported by their mission and culture, staff's unique contributions, and their commitment to excellence. A white paper was developed outlining the importance of constituent satisfaction and the components for achieving it. This provided the Good-To-Great framework to define the office's principles for constituent service and satisfaction – Deliver Superior Performance, Make a Distinctive Impact, and Achieve Lasting Endurance.

The Senator believes that serving constituents does not end with a congressional inquiry. For him, constituent service is more a ministry than an obligation. It is helping the individual about to become homeless, the parent needing medication for a child, etc. On several occasions, the Senator has stated, "My goal is to be the best senator Florida ever had and certainly the most consequential. Our constituent work is the most important work we do. It is helping real people in real ways."

Representative Ro Khanna (D-CA-17)

The office of Representative Ro Khanna (D-CA-17) represents the only majority Asian district in the continental United States, and as a result manages an unusually high number of cases that fall into the general category of immigration. These cases constitute over 80% of their constituent services work, and the constituents are often frightened and sometimes desperate. Personal interactions with constituents, therefore, play a significant role in their district.

Due to the diverse origins of their constituents and the heavy immigration-related case load, the office places a premium on language ability in both their interns and permanent staffers. To address these unique constituent needs, they have hired staffers with fluency in in Tagalog, Mandarin, Vietnamese, Hindi, and Russian, among others.

The Khanna office held 913 district events in 2018, including monthly town hall meetings, and responded to 32,000 constituent messages. Finally, the office continually updates their "Wall of Fame", where emails of thanks from constituents are posted. They have received so many notes from appreciative constituents that they have now spread to a second Wall.