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Texas Department of Public Safety

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. DPS - Compliance with SB 1563.

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Texas Department of Public Safety

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

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

  3. DPS - Compliance with SB 1563 • Identified 442,754 External Customers Agency wide (monthly) • June 2000 completed a statistically valid survey • Developed Compact with Texans • Assigned Customer Service Representative

  4. Survey MethodologyStatistically valid survey

  5. 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 1 2 3 4 5 6 • Personnel • Communications • Printed Information • Internet Service • DPS Facilities • Customer Service

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

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

  8. COMPACT WITH TEXANSTexas 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 e-mail addresses

  9. 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

  10. Customer Focused Mission StatementHiringTrainingCommunicate Measure Reward & Recognition

  11. Customer Service Accomplishments • Renewals by Phone • Renewals By Mail • Internet Renewals • Mobile Express

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

  13. “ Nobody cares how much you know, until they know how much you care.” 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.

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