1-1     relating to establishing customer service standards and performance
 1-2     measures for state agencies.
 1-4           SECTION 1.  Subtitle C, Title 10, Government Code, is amended
 1-5     by adding Chapter 2113 to read as follows:
 1-6                       CHAPTER 2113.  CUSTOMER SERVICE
 1-7           Sec. 2113.001.  DEFINITION.  In this chapter, "state agency"
 1-8     means a department, commission, board, office, or other agency in
 1-9     the executive or judicial branch of state government that is
1-10     created under the constitution or a statute of this state.  The
1-11     term includes an institution of higher education as defined by
1-12     Section 61.003, Education Code.
1-13           Sec. 2113.002.  CUSTOMER SERVICE INPUT.  (a)  A state agency
1-14     shall create an inventory of external customers for each budget
1-15     strategy listed in  the General Appropriations Act for that agency.
1-16           (b)  Each agency shall gather information from customers
1-17     using survey or focus groups or other appropriate methods approved
1-18     by the Governor's Office of Budget and Planning and the Legislative
1-19     Budget Board regarding the quality of service delivered by that
1-20     agency.  The information requested shall be as specified by the
1-21     Governor's Office of Budget and Planning and the Legislative Budget
1-22     Board and may include evaluations of an agency's:
1-23                 (1)  facilities, including the customer's ability to
1-24     access that agency, the office location, signs, and cleanliness;
 2-1                 (2)  staff, including employee courtesy, friendliness,
 2-2     and knowledgeability, and whether staff members adequately identify
 2-3     themselves to customers by name, including the use of name plates
 2-4     or tags for accountability;
 2-5                 (3)  communications, including toll-free telephone
 2-6     access, the average time a customer spends on hold, call transfers,
 2-7     access to a live person, letters, and electronic mail;
 2-8                 (4)  Internet site, including the ease of use of the
 2-9     site, information on the location of the site and the agency, and
2-10     information accessible through the site such as a listing of
2-11     services and programs and whom to contact for further information
2-12     or to complain;
2-13                 (5)  complaint handling process, including whether it
2-14     is easy to file a complaint and whether responses are timely;
2-15                 (6)  ability to timely serve its customers, including
2-16     the amount of time a customer waits for service in person, by
2-17     phone, by letter, or at a website; and
2-18                 (7)  brochures or other printed information, including
2-19     the accuracy of that information.
2-20           (c)  Not later than June 1 of each even-numbered year, an
2-21     agency shall report on the information gathered under Subsection
2-22     (b) to the Legislative Budget Board and the Governor's Office of
2-23     Budget and Planning.
2-24           Sec. 2113.003.  PERFORMANCE MEASURES.  The Legislative Budget
2-25     Board shall develop means to measure customer service satisfaction
2-26     and create performance measures for state agencies in this area.
 3-1           Sec. 2113.004.  INSPECTIONS.  The Legislative Budget Board
 3-2     and the Governor's Office of Budget and Planning may inspect a
 3-3     state agency and analyze its customer service performance by
 3-4     sending a customer service evaluator to confidentially pretend to
 3-5     be a customer of that agency.
 3-6           Sec. 2113.005.  TEXAS STAR AWARD.  (a)  The Legislative
 3-7     Budget Board and the Governor's Office of Budget and Planning may
 3-8     award the "Texas Star" to a state agency that provides exemplary
 3-9     customer service based on the performance measures and standards
3-10     adopted under this chapter.
3-11           (b)  The board and the office of budget and planning shall
3-12     conduct an evaluation to determine agencies that may qualify for
3-13     the Texas Star award.  The evaluation shall be conducted under the
3-14     procedures outlined in Sections 66-68, Article IX, Chapter 1452,
3-15     Acts of the 75th Legislature, Regular Session, 1997 (the General
3-16     Appropriations Act).
3-18     WITH TEXANS.  (a)  A state agency shall appoint a customer
3-19     relations representative.
3-20           (b)  The representative shall:
3-21                 (1)  coordinate the state agency's customer service
3-22     performance measurement under this chapter;
3-23                 (2)  gather information and evaluations from the public
3-24     about an agency's customer service;
3-25                 (3)  respond to customer concerns; and
3-26                 (4)  establish the agency's compact with Texans under
 4-1     Subsection (c).
 4-2           (c)  Each state agency shall create a "Compact With Texans."
 4-3     The compact must be approved by the Governor's Office of Budget and
 4-4     Planning and the Legislative Budget Board.  Each Compact With
 4-5     Texans shall set customer service standards and describe customer
 4-6     service principles for that agency and address:
 4-7                 (1)  the agency's procedures for responding to public
 4-8     contacts and complaints;
 4-9                 (2)  applicable licensing and certification procedures;
4-10     and
4-11                 (3)  customer waiting time for access and service
4-12     delivery and responses to complaints.
4-13           (d)  Each agency that maintains a website shall publish its
4-14     Compact With Texans on that website.
4-15           Sec. 2113.007.  RULEMAKING AUTHORITY.  (a)  The Governor's
4-16     Office of Budget and Planning may adopt rules to implement this
4-17     chapter.
4-18           (b)  In developing the rules, the office of budget and
4-19     planning shall consult with and consider the comments of the
4-20     Legislative Budget Board.
4-21           SECTION 2.  (a)  For purposes of this section, "state agency"
4-22     means a department, commission, board, office, or other agency in
4-23     the executive or judicial branch of government that is created
4-24     under the constitution or a statute of this state.  The term
4-25     includes an institution of higher education as defined by Section
4-26     61.003, Education Code.
 5-1           (b)  The Legislative Budget Board and the Governor's Office
 5-2     of Budget and Planning shall prepare a two-volume report and file
 5-3     it with the lieutenant governor and speaker of the house of
 5-4     representatives not later than December 31, 2000.
 5-5           (c)  The report must include:
 5-6                 (1)  a compilation of each state agency's customer
 5-7     service performance standards; and
 5-8                 (2)  an analysis of state agencies' customer service
 5-9     performance standards and recommendations for improving customer
5-10     service and customer service standards by state agencies.
5-11           SECTION 3.  This Act takes effect September 1, 1999, except
5-12     that Section 2113.004, Government Code, as added by this Act, takes
5-13     effect September 1, 2001.
5-14           SECTION 4.  The importance of this legislation and the
5-15     crowded condition of the calendars in both houses create an
5-16     emergency and an imperative public necessity that the
5-17     constitutional rule requiring bills to be read on three several
5-18     days in each house be suspended, and this rule is hereby suspended.
         _______________________________     _______________________________
             President of the Senate              Speaker of the House
               I hereby certify that S.B. No. 1563 passed the Senate on
         May 3, 1999, by the following vote:  Yeas 30, Nays 0; and that the
         Senate concurred in House amendment on May 29, 1999, by a viva-voce
                                                 Secretary of the Senate
               I hereby certify that S.B. No. 1563 passed the House, with
         amendment, on May 25, 1999, by a non-record vote.
                                                 Chief Clerk of the House