78R1390 MXM-D
By: Hamric H.B. No. 1386
A BILL TO BE ENTITLED
AN ACT
relating to creating an on-line central customer service center for
licensing activities regulated by the state.
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1. Subchapter I, Chapter 2054, Government Code, as
added by Chapter 353, Acts of the 77th Legislature, Regular
Session, 2001, is amended by adding Section 2054.255 to read as
follows:
Sec. 2054.255. CREATION OF CENTRAL CUSTOMER SERVICE CENTER;
SELECTION OF VENDOR. (a) The department shall contract with a
private vendor to design and implement the technology, including
software and hardware requirements, for a central customer service
center to administer occupational license transactions in this
state by state licensing authorities. The Texas Department of
Licensing and Regulation shall manage and oversee the center as
provided by Section 51.502, Occupations Code.
(b) The center must include an interactive voice response
system.
(c) The program management office shall establish, manage,
and oversee the contract with the private vendor. The contract
must:
(1) be for a term of at least two years;
(2) be conditioned on performance standards;
(3) ensure that vendor services are fully coordinated
with TexasOnline to keep costs to a minimum;
(4) require a feasibility study to identify state
licensing authority technology and license processing systems; and
(5) specify vendor outcomes for all customer service
technologies.
(d) Payments to the vendor selected under this section must
be based on cost reductions resulting from improved efficiency,
including savings from full-time employee reductions at licensing
authorities.
SECTION 2. Chapter 51, Occupations Code, is amended by
adding Subchapter J to read as follows:
SUBCHAPTER J. CENTRAL CUSTOMER SERVICE CENTER
Sec. 51.501. DEFINITIONS. In this subchapter:
(1) "Customer service center" means the central
customer service center developed under Subchapter I, Chapter 2054,
Government Code, as added by Chapter 353, Acts of the 77th
Legislature, Regular Session, 2001.
(2) "Licensing authority" has the meaning assigned by
Section 2054.251, Government Code, as added by Chapter 353, Acts of
the 77th Legislature, Regular Session, 2001.
Sec. 51.502. MANAGEMENT AND OVERSIGHT OF CENTRAL CUSTOMER
SERVICE CENTER. (a) The department shall:
(1) manage and oversee the customer service center,
including daily operations;
(2) implement the operation of the center by
establishing staffing requirements and authorizing transfers of
staff from existing state licensing authorities; and
(3) establish the policies, procedures, and training
requirements for the center in cooperation with:
(A) the Department of Information Resources;
(B) the Electronic Government Program Management
Office;
(C) the TexasOnline Authority;
(D) the steering committee for electronic
occupational licensing transactions; and
(E) the vendor selected by the Department of
Information Resources for the customer service center.
Sec. 51.503. USE OF CENTER. (a) The following licensing
authorities shall use the center:
(1) State Board of Barber Examiners;
(2) Texas Board of Chiropractic Examiners;
(3) Texas Cosmetology Commission;
(4) Court Reporters Certification Board;
(5) State Board of Dental Examiners;
(6) Texas Funeral Service Commission;
(7) Texas Board of Professional Land Surveying;
(8) Texas State Board of Medical Examiners;
(9) Board of Nurse Examiners;
(10) Board of Vocational Nurse Examiners;
(11) Texas Optometry Board;
(12) Texas Structural Pest Control Board;
(13) Texas State Board of Pharmacy;
(14) Executive Council of Physical Therapy and
Occupational Therapy Examiners;
(15) Texas State Board of Plumbing Examiners;
(16) Texas State Board of Podiatric Medical Examiners;
(17) Board of Tax Professional Examiners;
(18) Polygraph Examiners Board;
(19) Texas State Board of Examiners of Psychologists;
(20) State Board of Veterinary Medical Examiners;
(21) Texas Real Estate Commission;
(22) Texas Appraiser Licensing and Certification
Board;
(23) Texas Department of Licensing and Regulation;
(24) Texas State Board of Public Accountancy;
(25) Texas Board of Architectural Examiners; and
(26) Texas Board of Professional Engineers.
(b) A licensing authority other than an authority listed by
Subsection (a) may use the center, subject to department approval.
SECTION 3. (a) Not later than November 1, 2004, the
Department of Information Resources, the Texas Department of
Licensing and Regulation, and the vendor chosen under Section
2054.255, Government Code, as added by this Act, shall report on the
status of the central customer service center created and managed
under Sections 2054.255, Government Code, and 51.502, Occupations
Code, as added by this Act, to the:
(1) lieutenant governor; and
(2) speaker of the house of representatives.
(b) The report must:
(1) identify all costs incurred and savings achieved
by the central customer service center;
(2) include specific legislative proposals for
expanding the service center concept to other state agencies and
local governmental entities;
(3) provide options for consolidating license
processing functions, including new technologies that may further
reduce costs and administrative burdens; and
(4) identify payment options required for the
legislative proposals, including state investments, shared
savings, and subscription fees.
SECTION 4. This Act takes effect September 1, 2003.