Bill Text: TX HB2110 | 2019-2020 | 86th Legislature | Comm Sub

NOTE: There are more recent revisions of this legislation. Read Latest Draft

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Bill Title: Relating to state agency measurement and management of customer satisfaction.

Spectrum: Slight Partisan Bill (Republican 4-2)

Status: (Passed) 2019-06-10 - Effective immediately [HB2110 Detail]

Download: Texas-2019-HB2110-Comm_Sub.html

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86R20246 AAF-F
By: Shaheen H.B. No. 2110
Substitute the following for H.B. No. 2110:
By: Harless C.S.H.B. No. 2110

A BILL TO BE ENTITLED
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.