Rep. Villarreal Requests Customer Service Review at State Agencies

Monday, April 28, 2008

Calls for Responsive Smart Government Programs

Austin – Today Representative Mike Villarreal requested that the Legislative Budget Board's Agency Performance Review team investigate customer service at state agencies.  In particular Rep. Villarreal asked for a review of the amount of time that individuals calling state agencies spend on the phone before they reach a live person and before they successfully conclude their phone call.

Rep. Villarreal made the request after talking to numerous constituents who had trouble contacting state agencies.

"We must ensure that the state invests sufficient resources in these agencies so they can be responsive to the needs of ordinary Texans," explained Rep. Villarreal.

The text of Rep. Villarreal's request is available below:

April 28, 2008

John O'Brien

Director

Legislative Budget Board

P.O. Box 12666
Austin , Texas78711

Dear Mr. O'Brien,

As the Legislative Budget Board (LBB) conducts its Agency Performance Review, I encourage you to review customer service at state agencies and provide recommendations for improvement.

I believe we must strive for smart government policies and programs that are efficient, fair, innovative and most importantly responsive. Yet many constituents have told me about their frustrating experience seeking to contact state agencies. My constituents report long periods of time on hold and other delays before they are able to successfully speak to a live person who can assist them. Sometimes they are seeking to do no more than report a change in address, but the process can require hours.

I therefore request that your Agency Performance Review team examine the amount of time that individuals calling state agencies spend on the phone before they: 1) reach a live person, and 2) successfully conclude the phone call.  I encourage the LBB to include as many state agencies as possible in this review, but I particularly urge you to include Child Protective Services, Department of Public Safety, Health and Human Services Commission, Office of the Attorney General, and the Texas Workforce Commission.

I appreciate your attention to this important matter.

Sincerely,

Michael U. Villarreal

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