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Texas Government Code - Section 2114.002. Customer Service Input

Legal Research Home > Texas Laws > Government Code > Texas Government Code - Section 2114.002. Customer Service Input

§ 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.

Last modified: August 11, 2007