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  H.B. No. 2110
 
 
 
 
AN ACT
  relating to state agency measurement and management of customer
  satisfaction.
         BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
         SECTION 1.  Section 2114.002, Government Code, is amended by
  amending Subsections (b) and (c) and adding Subsection (d) to read
  as follows:
         (b)  Each agency shall gather information from customers
  using surveys, [survey or] focus groups, mobile and web
  applications, or other appropriate methods approved by the
  Governor's Office of Budget and Policy [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 Policy [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, 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 [Planning].
         (d)  Each agency maintains ownership of the information
  gathered under this section.
         SECTION 2.  Section 2114.003, Government Code, is amended to
  read as follows:
         Sec. 2114.003.  PERFORMANCE MEASURES. The Legislative
  Budget Board and the Governor's Office of Budget and Policy shall
  jointly develop a standardized method [means] to measure customer
  service satisfaction and create standardized performance measures
  for state agencies in this area.
         SECTION 3.  This Act takes effect immediately if it receives
  a vote of two-thirds of all the members elected to each house, as
  provided by Section 39, Article III, Texas Constitution.  If this
  Act does not receive the vote necessary for immediate effect, this
  Act takes effect September 1, 2019.
 
 
  ______________________________ ______________________________
     President of the Senate Speaker of the House     
 
 
         I certify that H.B. No. 2110 was passed by the House on May 3,
  2019, by the following vote:  Yeas 141, Nays 0, 2 present, not
  voting.
 
  ______________________________
  Chief Clerk of the House   
 
 
         I certify that H.B. No. 2110 was passed by the Senate on May
  22, 2019, by the following vote:  Yeas 31, Nays 0.
 
  ______________________________
  Secretary of the Senate    
  APPROVED:  _____________________
                     Date          
   
            _____________________
                   Governor