Focus on the customer
Performance Dashboard
Goal: Focus on the customer
Outcomes:
- TxDOT provides transparent, consistent, and quality services to meet internal and external customer needs
- TxDOT responds to and resolves customer issues in a fair and timely manner
- TxDOT builds and maintains a reputation of trust and superior customer service
Percentage of customer complaint cases closed on time
Percentage of opened customer complaints and inquiries closed by the assigned target timeline. We recognize customer service is integral to our success. As a state agency, we understand it is critical to keep the public adequately informed. This is why we work to ensure all questions and issues of concern are addressed appropriately and in a timely manner.
We use a customer complaint tracking system to receive, track, and respond to complaints submitted by the public. To have a case entered into the system, you may contact us in the following ways:
- “Contact Us” page on TxDOT.gov
- Phone
- Visit a TxDOT office
Once a complaint is received, staff will review and respond appropriately. A case is recorded as closed when our staff provides pertinent information to the complainant regarding the matter.
The percentage of customer complaint cases closed on time is the total number cases closed by the assigned target timeline divided by the total number of all cases closed in a given quarter. The assigned target timeline for cases received from a citizen or business is 10 days.
Customer complaint case type (top five)
Number of complaints ranked by issue type. By measuring the type of complaints received, we get a better understanding of customer concerns. This helps staff in day-to-day operations and with developing strategy.
Customer service through social media
In addition to disseminating timely information to the media, TxDOT has a growing responsibility to engage directly with thousands of drivers through private messages via our social media channels. This increasing role allows TxDOT to respond directly to drivers, delivering an unprecedented level of customer service, often in a matter of minutes.
Social media has been a dynamic tool for publishing our own news directly to the people we need to reach the most: drivers. We have been able to connect directly with them on issues that are killing thousands of people each year, including drunk driving and distracted driving. We also use social media to notify the public about upcoming road projects and construction.
This direct connection has encouraged more two-way communication between TxDOT and drivers. Today, we respond to an average of 650 questions weekly.
