(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 surveys, focus groups, mobile and web applications, or other appropriate methods approved by the Governor's Office of Budget and Policy 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 Policy 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, electronic mail, and any applicable text messaging or mobile applications;
(4) Internet site, including the ease of use of the site, mobile access to 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 and on request of the Legislative Budget Board or the Governor's Office of Budget and Policy, an agency shall report on the information gathered under Subsection (b) to the Legislative Budget Board and the Governor's Office of Budget and Policy.
(d) Each agency maintains ownership of the information gathered under this section.
Added by Acts 1999, 76th Leg., ch. 1554, Sec. 1, eff. Sept. 1, 1999. Renumbered from Sec. 2113.002 by Acts 2001, 77th Leg., ch. 1420, Sec. 21.001(70), eff. Sept. 1, 2001.
