Texas Department of Public Safety Mary Geil, Customer Service, Driver License Mark Sassman, Lieutenant, Training Academy

Texas Department of Public Safety EMPLOYEES = 7,112 COMMISSIONED = 3,036 NONCOMMISSIONED = 4,076

Identified 442,754 External Customers Agency wide (monthly) June 2000 completed a statistically valid survey Developed Compact with Texans Assigned Customer Service Representative

Survey Methodology Statistically valid survey

DPS CUSTOMER SURVEY Please tell us what you think about our service! DATE: __________________DPS DIVISION/SPECIAL SECTION: ______________ (The area in which you received services. Ex: Driver License Office, Vehicle Inspection, etc.) On a scale from 1 to 6, please indicate the number that best describes the services you received from DPS. Didn’t meet Expectations Met Expectations Exceeded Expectations N/A Personnel Communications Printed Information Internet Service DPS Facilities Customer Service

COLLECTION OF DATA March 22, 2000 to April18,  Agency mail outs  Teletype to 1,460 law enforcement agencies  Collection boxes/In person  Internet Cost was $2.76 per person

Surveys distributed = 8,089 Total surveys collected = 878 Surveys collected via Internet = 194 Surveys collected by mailouts, in person, drop boxes = 684 Total Spanish surveys collected = 16 Percentage of returned surveys = 11% Percentage of survey participants who expressed an overall rating of 4 or higher = 94%

COMPACT WITH TEXANS Texas Department of Public Safety Agency Mission Agency Philosophy Our Services Web Site Address Customer Service standards Customer Relations Representative Licensing and Registration Process Complaint Process Listing of Each Area at DPS with Phone numbers and addresses

DPS Customer Service Standards Treat you with respect in a professional and courteous manner Provide you with accurate, timely and complete information To thoroughly investigate all complaints in timely manner Provide helpful and current information on our web site

Customer Focused Mission Statement Hiring Training Communicate Measure Reward & Recognition

Renewals By Mail Renewals by Phone Mobile Express Internet Renewals

SOME PEOPLE MAKE MY DAY Article written by John Corbitt, Highlander Newspaper, Marble Falls, Texas, 1999 describing the exceptional customer service provided to him.

“ Focus on the people who focus on the customers! Motivate them, train them, care about them, and make winners out of them.. We know that if we treat our employees correctly, they will treat the customers right. J. Marriott, Jr. Nobody cares how much you know, until they know how much you care.”