< Back to Current Version

Constituent Services: Overview and Resources

Changes from January 23, 2023 to January 27, 2025

This page shows textual changes in the document between the two versions indicated in the dates above. Textual matter removed in the later version is indicated with red strikethrough and textual matter added in the later version is indicated with blue.


Constituent Services: Overview and Resources January 23, 2023
Constituent service encompasses a wide array of nonlegislative activities undertaken by Members
of Congress or congressional staff, and it is commonly considered a representational
Sarah J. Eckman
responsibility. Member offices vary in their priorities, activities, and scope of constituent service,
Analyst in American
but most offices try to assist with certain requests when possible. Member offices have engaged
National Government
in constituent service activities since the earliest Congresses. Depending on what the constituent

is seeking, requests may be addressed by a Member’s Washington, DC, office, or by a Member’s
district or state office.

Many constituents contact congressional offices to initiate their own requests, but Members of Congress may also engage in
outreach to let constituents know of the ways in which a Member office might be able to assist them. Members of Congress
often post constituent service links on their official websites and may mention constituent services in newsletters, in other
communications, or at events. These activities can help facilitate a lasting connection between Member offices and
constituents, and they may also provide feedback for Members of Congress about how government programs or legislation
are affecting a district or state.
A congressional office is sometimes one of several places a constituent can turn to. Other programs, opportunities, or services
may require a Member office to serve as an intermediary. Constituent service activities can be simple, like relaying contact
information for a local federal office, or more complex, like providing internships or casework assistance. Limited office
resources, along with House and Senate rules, may affect what level of assistance a congressional office is able to provide.
This report provides an overview of common constituent services provided by Member offices, along with references to
additional CRS products or other relevant resources. The activities discussed in this report are divided into the following four
categories:
Help with Government,
Opportunities for Students,
Assisting with Washington, DC, Visits, and
Commemorations and Recognitions.
The report is intended to provide guidance for Member offices regarding constituent service, but it is not intended to be an
exhaustive nor a prescriptive list of activities. Within the parameters set by the House and Senate rules, Member offices may
largely shape their own constituent service operations to suit their own representational priorities and the needs of their
constituents.
Congressional Research Service


link to page 4 link to page 4 link to page 4 link to page 5 link to page 5 link to page 6 link to page 6 link to page 6 link to page 7 link to page 7 link to page 7 link to page 7 link to page 8 link to page 8 link to page 8 link to page 9 link to page 9 link to page 9 link to page 9 link to page 9 link to page 9 link to page 10

Contents
Introduction ..................................................................................................................................... 1
Help with Government .................................................................................................................... 1

Federal Government Resources ................................................................................................ 1
Casework ................................................................................................................................... 2
Grants Work .............................................................................................................................. 2
Business with the Federal Government ..................................................................................... 3
Opportunities for Students ............................................................................................................... 3
Internships ................................................................................................................................. 3
U.S. Service Academy Nominations ......................................................................................... 4
Senate Page Program (Senate Only) ......................................................................................... 4
Congressional App Challenge (House Only) ............................................................................ 4
Congressional Art Competition (House Only) .......................................................................... 4

Assisting with Washington, DC, Visits ............................................................................................ 5
U.S. Capitol Tours and the Capitol Visitor Center (CVC) ........................................................ 5
Virtual Tours and Resources...................................................................................................... 5
Gallery Passes ........................................................................................................................... 6
White House Tours and Other Sites .......................................................................................... 6

Commemorations and Recognitions ................................................................................................ 6
Congressional Congratulations ................................................................................................. 6
Flag Requests ............................................................................................................................ 6
Presidential Greetings ............................................................................................................... 7


Contacts
Author Information .......................................................................................................................... 7

Congressional Research Service




Introduction
Member offices vary in their priorities and activities, but in addition to working on legislation,
oversight, and other policy-related items, offices are commonly expected to provide constituent
services. A broader discussion of constituent service and its relation to other commonly held
views of Members’ responsibilities can be found in CRS Report RL33686, Roles and Duties of a
Member of Congress: Brief Overview
.
The expectation of constituent service has existed since the earliest Congresses. Requests for
assistance with Revolutionary War pensions and other matters led the House, in 1794, and the
Senate, in 1816, to establish select committees for private claims. Today, many similar matters
would be considered constituent service.
Often, constituents contact congressional offices and initiate requests. A constituent may contact a
Member office requesting basic information about a government entity or process. Sometimes, a
congressional office is one of several places a constituent can turn to. Other programs,
opportunities, or services may require a Member office to serve as an intermediary. Each Member
office chooses how to engage with constituents and how to allocate resources in support of these
activities. Additional information about the use of official office resources in the House and
Senate is available in CRS Report RL30064, Congressional Salaries and Allowances: In Brief.
Constituent service can present an opportunity for Member offices to engage in outreach and
provide education about federal government functions and services. Member offices will often
post constituent service links on their official websites, or may mention available services in their
newsletters or other constituent communications. Requests from constituents may also provide
feedback for Members of Congress about how government programs are working and what issues
could be addressed through formal oversight or legislation. As one former House Member
observed, “You learn more about the job by doing constituent service work than anything else....
It tells you whether or not the legislation is doing what it is supposed to do.”1
The following sections provide a brief overview of many common constituent services provided
by congressional offices. It is not intended to be an exhaustive or a prescriptive list, as Member
offices are largely able to shape their constituent service operations to suit their own
representational priorities or the needs of their constituents. References to additional CRS
products or other resources are also provided, when available.
Help with Government
Federal Government Resources
Sometimes constituents seek information about the federal government. Small business owners,
for example, may want to know about federal contracting opportunities or the procurement
process. Parents of college-age students may have questions about federal financial aid. In these
instances, Member offices largely relay publicly accessible information, such as websites, office
locations, phone numbers, or forms, to their constituents. Offices may offer some additional
explanation about how a particular agency or process works, or provide broad-based information
about the federal government.

1 As quoted in John R. Hibbing, “Voluntary Retirement from the U.S. House,” Legislative Studies Quarterly, vol. 7, no.
1 (February 1982), p. 62.
Congressional Research Service

1



Member offices commonly refer constituents to the appropriate government agencies, and
sometimes compile and provide website links or reference materials in their offices to assist with
these inquiries. The CRS casework web page (available to congressional offices at
http://www.crs.gov/resources/casework) provides examples of links to websites that
congressional offices may find useful for these types of requests, including tools to locate federal
government loans or benefit programs, and foreign-language versions of government websites.
Casework
Casework refers to the response or services that Members of Congress provide constituents
seeking assistance, often with a federal agency. Each Member office has considerable discretion
in how it defines and approaches casework, subject to House or Senate rules and statute. Some
congressional offices may consider as casework their liaison activities between the federal
government and local governments or businesses concerned with the effects of federal legislation
or regulation. An office’s casework definition may include other constituent services, including
those that are listed separately here, like grants work or U.S. service academy nominations.
Common requests for casework involve applications for Social Security, veterans’, or other
federal benefits; obtaining a missing record or payment from a federal agency; or assistance with
immigration matters. Members and staff are limited in how much they can directly intervene in an
agency’s decisionmaking process on behalf of a particular case, but federal agencies are often
responsive to congressional concern. When contacting federal agencies on behalf of constituents,
Member offices can generally ask for information related to a case, urge prompt consideration,
arrange for interviews or appointments, express judgements, or call for reconsideration of an
administrative response.
For additional information, see
 CRS Report RL33209, Casework in a Congressional Office: Background, Rules,
Laws, and Resources,
 CRS Report R44696, Casework in Congressional Offices: Frequently Asked
Questions,
 CRS Video WVB00093, Introduction to Congressional Casework, and
 CRS Resources on Casework & Other Constituent Services, website available to
congressional offices, at https://www.crs.gov/resources/casework.
Grants Work
Federal grants may be available for state or local governments, nonprofit community
organizations, research entities, and small businesses. Those seeking grants often approach
Member offices for information and assistance. Federal grants are not benefits or entitlements
provided directly to individuals; they often are awarded to state or local governments, which may
sub-award them to other community organizations.
Direct involvement by a Member office in the grant-awarding process is limited, but Member
offices can often provide information or refer grant seekers to other sources. For example, to
assist grant seekers, congressional offices can develop working relationships with grants officers
in relevant federal or state departments and agencies. Congressional offices may compile
information about available grants or host workshops to educate constituents about federal
assistance. Given the competition for, and limitations of, federal grants, Member offices
Congressional Research Service

2



sometimes provide constituents with information about developing grant proposals or identifying
alternative funding options.
For more information on how congressional offices approach grants work, see
 CRS Report RL34035, Grants Work in a Congressional Office.
Other CRS resources contain information that may be of use to grant-seekers who approach a
congressional office, including
 CRS Report RL34012, Resources for Grantseekers, and
 CRS Report RL32159, How to Develop and Write a Grant Proposal.
Additional background information on how federal grants are administered can be found in
 CRS Report R42769, Federal Grants-in-Aid Administration: A Primer, and
 CRS Report R40638, Federal Grants to State and Local Governments: A
Historical Perspective on Contemporary Issues.
Detailed information on specific types of grant programs, including community services block
grants, federal housing assistance programs, rural development programs, and student financial
aid, is available on the CRS grants and federal assistance web page (available to congressional
offices at http://www.crs.gov/resources/grants).
Business with the Federal Government
Business owners seeking federal government contract opportunities may also contact Members of
Congress. Member offices have no direct role in selecting federal contractors, nor can they offer
any preferential treatment to companies seeking to do business with the federal government.
Member offices can, however, provide information about business registration requirements,
opportunities, and the federal contracting or procurement process to interested constituents. For
more background information, see
 CRS Report RS22536, Overview of the Federal Procurement Process and
Resources.
Opportunities for Students
Internships
Most congressional offices offer internship opportunities, which must, under House and Senate
rules, be primarily educational in nature. Interns can provide additional, temporary assistance in
an office, but their roles cannot supplant the duties of a regular staff member. Within the
parameters set by the House and Senate rules, each Member office has considerable discretion to
determine, among other things, how many (if any) interns it has, length of internships, office
location in which interns will work, qualifications, and compensation.
For more information on internships in Congress, see CRS Report R44491, Internships in
Congressional Offices: Frequently Asked Questions
. Constituents may also be interested in
internships elsewhere in the federal government, and more information on these opportunities is
available in CRS Report 98-654, Internships, Fellowships, and Other Work Experience
Opportunities in the Federal Government
.
Congressional Research Service

3



U.S. Service Academy Nominations
College-age students who want to apply to the U.S. Military Academy (USMA), U.S. Naval
Academy (USNA), U.S. Air Force Academy (USAFA), or the U.S. Merchant Marine Academy
(USMMA) must receive an official nomination, which can be obtained from a Member office.2
The number of nominations from each state, territory, or district is set by statute; the number of
nominations available to a Member office can be further affected by the number of currently
enrolled students from an area or nominations made by a preceding Member for the current
admissions cycle.
Nominations typically must be submitted to the service academies by January 31 for the academic
year that begins the following July. Offices can largely establish their own criteria and processes
for making nominations, which may include additional deadlines, application materials, or
interviews with candidates. For more information about the role congressional offices play in the
service academy nomination process, see CRS Report RL33213, Congressional Nominations to
U.S. Service Academies: An Overview and Resources for Outreach and Management
. Additional
information about the service academies is also available in CRS In Focus IF11788, Defense
Primer: Military Service Academies
.
Senate Page Program (Senate Only)
Pages have served in Congress since the early 1800s, typically working as messengers. The
program is generally open to 16- or 17-year-old high school juniors and is administered by the
Senate Sergeant at Arms.3 Senators may sponsor interested high school students, who then
compete for a limited number of positions. The page program typically runs four sessions each
year—fall, spring, and two during summer. Lodging, schooling, and meals are provided. More
information is available at https://pageprogram.senate.gov.
Congressional App Challenge (House Only)
Middle or high school students from participating House districts can compete in the annual
Congressional App Challenge. The Congressional App Challenge began in 2014, to highlight
students’ science, technology, engineering, and math (STEM) achievements. Students design and
submit their own software application, individually or in groups of up to four. Work on the app
may begin before the competition, and submissions are usually accepted between July and
November each year. Winners are typically announced in early December, and the winning apps
are eligible to be displayed in the Capitol and on the House website. For more information and
resources, House offices can refer to https://housenet.house.gov/serving-constituents/
congressional-app-challenge-cac.
Congressional Art Competition (House Only)
High school students from participating House districts are eligible for the Congressional Art
Competition, also known as An Artistic Discovery, which began in 1982. A winning piece of
visual artwork is chosen from each district and displayed for a year in the Capitol. Updated rules
are usually released early in each calendar year. Winners chosen by House Member offices often
must be submitted by early the following May. More information for House offices interested in

2 10 U.S.C. §7442 (for USMA); 10 U.S.C. §8454 (for USNA); 10 U.S.C. §9442 (for USAFA); and 46 U.S.C. §51302
(for USMMA).
3 2 U.S.C. §49.
Congressional Research Service

4



participating in the Congressional Art Competition is available at https://housenet.house.gov/
serving-constituents/art-competition. For more information generally, see CRS Report R42487,
The Congressional Arts Caucus and the Congressional Art Competition: History and Current
Practice
; and https://www.house.gov/educators-and-students/congressional-art-competition.
Assisting with Washington, DC, Visits
U.S. Capitol Tours and the Capitol Visitor Center (CVC)
The Capitol Visitor Center (CVC) provides free guided tours of the U.S. Capitol, along with
historical exhibits, interactive activities, and educational programs. Reservations for individuals
or groups can be made online up to three months in advance at http://www.visitthecapitol.gov/
plan-visit/book-tour-capitol. Other resources for visitors from the CVC are available at
https://www.visitthecapitol.gov.
Many congressional offices also typically provide their own tours of the Capitol for constituents,
which can be customized to reflect local or other interests. Member- or staff-led tours generally
may also visit some areas of the Capitol that the CVC tour does not. Access to the Capitol Dome,
however, is not permitted, unless a special tour is requested from CVC staff and a Member of
Congress accompanies the group.
The CVC regularly hosts tour training classes for congressional staff, and can provide routes,
guidelines, and accessibility information. The House and Senate libraries, historian offices,
Architect of the Capitol (AOC), and the Library of Congress may also be able to provide
additional information of interest for congressional staff giving tours.
Virtual Tours and Resources
The CVC and AOC also provide a variety of online resources related to the Capitol Complex,
which may be of interest to constituents who are unable to visit in person, including the
following:
 Virtual Exhibits, at https://www.aoc.gov/explore-capitol-campus/visitor-
resources/virtual-exhibits; and
 Virtual Field Trips, at https://www.aoc.gov/explore-capitol-campus/visitor-
resources/virtual-field-trips.
Resources for K-12 teachers or students that may complement an in-person field trip or Capitol
lesson plan include the following:
 Students & Teachers, at https://www.visitthecapitol.gov/students-teachers;
 Online Activities, at https://www.visitthecapitol.gov/online-activities;
 Elementary School Resources, at https://www.aoc.gov/explore-capitol-campus/
visitor-resources/elementary-school-resources;
 Middle School Resources, at https://www.aoc.gov/explore-capitol-campus/
visitor-resources/middle-school-resources; and
 High School Resources, at https://www.aoc.gov/explore-capitol-campus/visitor-
resources/high-school-resources.
Additional educational materials are available online from the Library of Congress, House and
Senate historian offices, and other offices.
Congressional Research Service

5



Gallery Passes
The CVC does not distribute gallery passes for the House or Senate chambers. Constituents
usually receive gallery passes from a Member office when the galleries are open for public visits.
An office can typically obtain passes by presenting a written request, signed by the Member, to
the chamber’s Sergeant at Arms or appointments desk.
White House Tours and Other Sites
Public requests for free, self-guided White House tours must be submitted through a Member of
Congress. A “tour coordinator” for each congressional office registers with the White House
Visitors Office and submits constituent tour requests through an online portal. Requests for
constituent tours must be received at least 21 days in advance, but can be sent up to three months
prior. More information is available at https://www.whitehouse.gov/visit/.
Some Member offices provide additional information about Washington, DC, attractions or tour
itineraries. With the exception of the White House, congressional requests for tours are not
usually required for most sites of interest to visitors, including the Library of Congress, U.S.
Supreme Court, national monuments, or Smithsonian Institution museums and sites. Federal
government sites generally are free of charge and open to visitors on a first-come, first-served
basis; some provide tours and others are self-guided. Timed-entry tickets are required for some
popular attractions, however, and small service fees may apply to make reservations in advance.
Commemorations and Recognitions
Congressional Congratulations
Members of Congress may write letters recognizing constituents’ public distinctions or
achievements,4 subject to House or Senate franking rules and communications standards. Some
common reasons for recognition include public office appointments or elections; acts of heroism
or citizenship; or key awards or honors. Through local news and networks, Member offices can
sometimes identify individuals they wish to recognize. Member offices may also encourage
constituents to notify them of possible recipients.
Flag Requests
Constituents are often interested in obtaining a U.S. flag flown over the Capitol; requests from
individuals seeking a flag must be submitted to the Architect of the Capitol (AOC) by a Member
of Congress. Flags are available in several sizes and must be purchased by the constituent, along
with a certificate fee if the flag is flown over the Capitol. Requests typically must be made at least
two weeks in advance. Constituents can request that a flag be flown on a certain date, but no date
guarantees can be made, due to weather and a varying volume of requests. See
http://www.aoc.gov/flags or contact the AOC for more information on the flag program. House
offices may also refer to https://housenet.house.gov/serving-constituents/flags/flag-faqs.

4 39 U.S.C. §3210(a)(3)(F).
Congressional Research Service

6



Presidential Greetings
The White House Greetings Office has provided greetings to U.S. citizens commemorating
certain occasions, like birthdays, weddings, anniversaries, and Boy Scout or Girl Scout awards.
Member offices sometimes submit requests to the White House on behalf of constituents; these
requests typically must be made at least six weeks in advance of an occasion. For more
information, see https://www.whitehouse.gov/presidential-greeting/.

Author Information

Sarah J. Eckman

Analyst in American National Government



Disclaimer
This document was prepared by the Congressional Research Service (CRS). CRS serves as nonpartisan
shared staff to congressional committees and Members of Congress. It operates solely at the behest of and
under the direction of Congress. Information in a CRS Report should not be relied upon for purposes other purposes other
than public understanding of information that has been provided by CRS to Members of Congress in than public understanding of information that has been provided by CRS to Members of Congress in
connection with CRS’s institutional role. CRS Reports, as a work of the United States Government, are not connection with CRS’s institutional role. CRS Reports, as a work of the United States Government, are not
subject to copyright protection in the United States. Any CRS Report may be reproduced and distributed in subject to copyright protection in the United States. Any CRS Report may be reproduced and distributed in
its entirety without permission from CRS. However, as a CRS Report may include copyrighted images or its entirety without permission from CRS. However, as a CRS Report may include copyrighted images or
material from a third party, you may need to obtain the permission of the copyright holder if you wish to material from a third party, you may need to obtain the permission of the copyright holder if you wish to
copy or otherwise use copyrighted material. copy or otherwise use copyrighted material.

Congressional Research Service Congressional Research Service
R44726 R44726 · VERSION 5 · UPDATED
7 7