2005 Texas Government Code CHAPTER 2114. CUSTOMER SERVICE

GOVERNMENT CODE

CHAPTER 2114. CUSTOMER SERVICE


	§ 2114.001. DEFINITION.  In this chapter, "state agency" 
means a department, commission, board, office, or other agency in 
the executive or judicial branch of state government that is 
created under the constitution or a statute of this state.  The term 
includes an institution of higher education as defined by Section 
61.003, Education Code.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.001 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.002. CUSTOMER SERVICE INPUT.  (a) A state agency 
shall create an inventory of external customers for each budget 
strategy listed in the General Appropriations Act for that agency.
	(b)  Each agency shall gather information from customers 
using survey or focus groups or other appropriate methods approved 
by the Governor's Office of Budget and Planning and the Legislative 
Budget Board regarding the quality of service delivered by that 
agency.  The information requested shall be as specified by the 
Governor's Office of Budget and Planning and the Legislative Budget 
Board and may include evaluations of an agency's:
		(1)  facilities, including the customer's ability to 
access that agency, the office location, signs, and cleanliness;
		(2)  staff, including employee courtesy, friendliness, 
and knowledgeability, and whether staff members adequately 
identify themselves to customers by name, including the use of name 
plates or tags for accountability;
		(3)  communications, including toll-free telephone 
access, the average time a customer spends on hold, call transfers, 
access to a live person, letters, and electronic mail;
		(4)  Internet site, including the ease of use of the 
site, information on the location of the site and the agency, and 
information accessible through the site such as a listing of 
services and programs and whom to contact for further information 
or to complain;
		(5)  complaint handling process, including whether it 
is easy to file a complaint and whether responses are timely;
		(6)  ability to timely serve its customers, including 
the amount of time a customer waits for service in person, by phone, 
by letter, or at a website;  and
		(7)  brochures or other printed information, including 
the accuracy of that information.
	(c)  Not later than June 1 of each even-numbered year, an 
agency shall report on the information gathered under Subsection 
(b) to the Legislative Budget Board and the Governor's Office of 
Budget and Planning.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.002 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.003. PERFORMANCE MEASURES.  The Legislative 
Budget Board shall develop means to measure customer service 
satisfaction and create performance measures for state agencies in 
this area.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.003 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.004. INSPECTIONS.  The Legislative Budget Board 
and the Governor's Office of Budget and Planning may inspect a state 
agency and analyze its customer service performance by sending a 
customer service evaluator to confidentially pretend to be a 
customer of that agency.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 2001.  
Renumbered from V.T.C.A., Government Code § 2113.004 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.005. TEXAS STAR AWARD.  (a) The Legislative Budget 
Board and the Governor's Office of Budget and Planning may award the 
"Texas Star" to a state agency that provides exemplary customer 
service based on the performance measures and standards adopted 
under this chapter.
	(b)  The board and the office of budget and planning shall 
conduct an evaluation to determine agencies that may qualify for 
the Texas Star award.  The evaluation shall be conducted under the 
procedures outlined in Sections 66-68, Article IX, Chapter 1452, 
Acts of the 75th Legislature, Regular Session, 1997 (the General 
Appropriations Act).

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.005 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.006. CUSTOMER RELATIONS REPRESENTATIVE;  COMPACT 
WITH TEXANS.  (a) A state agency shall appoint a customer relations 
representative.
	(b)  The representative shall:                                                 
		(1)  coordinate the state agency's customer service 
performance measurement under this chapter;
		(2)  gather information and evaluations from the public 
about an agency's customer service;
		(3)  respond to customer concerns;  and                                       
		(4)  establish the agency's compact with Texans under 
Subsection (c).       
	(c)  Each state agency shall create a "Compact With Texans."  
The compact must be approved by the Governor's Office of Budget and 
Planning and the Legislative Budget Board.  Each Compact With 
Texans shall set customer service standards and describe customer 
service principles for that agency and address:
		(1)  the agency's procedures for responding to public 
contacts and complaints;
		(2)  applicable licensing and certification 
procedures;  and                
		(3)  customer waiting time for access and service 
delivery and responses to complaints.
	(d)  Each agency that maintains a website shall publish its 
Compact With Texans on that website.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.006 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.


	§ 2114.007. RULEMAKING AUTHORITY.  (a) The Governor's 
Office of Budget and Planning may adopt rules to implement this 
chapter.
	(b)  In developing the rules, the office of budget and 
planning shall consult with and consider the comments of the 
Legislative Budget Board.

Added by Acts 1999, 76th Leg., ch. 1554, § 1, eff. Sept. 1, 1999.  
Renumbered from V.T.C.A., Government Code § 2113.007 by Acts 
2001, 77th Leg., ch. 1420, § 21.001(70), eff. Sept. 1, 2001.