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A BILL TO BE ENTITLED
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AN ACT
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relating to state agency measurement and management of customer |
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satisfaction. |
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BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: |
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SECTION 1. Section 2114.002, Government Code, is amended by |
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amending Subsections (b) and (c) and adding Subsections (b-1) and |
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(d) to read as follows: |
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(b) Each agency shall gather information from customers |
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using surveys, [survey or] focus groups, mobile and web |
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applications, or other appropriate methods approved by the |
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Governor's Office of Budget and Policy [Planning] and the |
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Legislative Budget Board regarding the quality of service delivered |
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by that agency. The information requested shall be as specified by |
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the Governor's Office of Budget and Policy [Planning] and the |
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Legislative Budget Board and may include evaluations of an |
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agency's: |
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(1) facilities, including the customer's ability to |
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access that agency, the office location, signs, and cleanliness; |
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(2) staff, including employee courtesy, friendliness, |
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and knowledgeability, and whether staff members adequately |
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identify themselves to customers by name, including the use of name |
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plates or tags for accountability; |
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(3) communications, including toll-free telephone |
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access, the average time a customer spends on hold, call transfers, |
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access to a live person, letters, [and] electronic mail, and any |
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applicable text messaging or mobile applications; |
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(4) Internet site, including the ease of use of the |
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site, mobile access to the site, information on the location of the |
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site and the agency, and information accessible through the site |
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such as a listing of services and programs and whom to contact for |
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further information or to complain; |
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(5) complaint handling process, including whether it |
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is easy to file a complaint and whether responses are timely; |
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(6) ability to timely serve its customers, including |
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the amount of time a customer waits for service in person, by phone, |
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by letter, or at a website; and |
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(7) brochures or other printed information, including |
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the accuracy of that information. |
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(b-1) Each agency shall maintain a dashboard that allows the |
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Governor's Office of Budget and Policy and the Legislative Budget |
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Board to access data gathered under Subsection (b). |
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(c) Not later than June 1 of each even-numbered year and on |
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request of the Legislative Budget Board or the Governor's Office of |
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Budget and Policy, an agency shall report on the information |
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gathered under Subsection (b) to the Legislative Budget Board and |
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the Governor's Office of Budget and Policy [Planning]. |
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(d) Each agency maintains ownership of the information |
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gathered under this section. |
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SECTION 2. Section 2114.003, Government Code, is amended to |
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read as follows: |
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Sec. 2114.003. PERFORMANCE MEASURES. The Legislative |
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Budget Board and the Governor's Office of Budget and Policy shall |
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jointly develop a standardized method [means] to measure customer |
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service satisfaction and create standardized performance measures |
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for state agencies in this area. |
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SECTION 3. This Act takes effect immediately if it receives |
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a vote of two-thirds of all the members elected to each house, as |
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provided by Section 39, Article III, Texas Constitution. If this |
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Act does not receive the vote necessary for immediate effect, this |
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Act takes effect September 1, 2019. |