Focus on the customer
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Focus on the customer

Goal: People are at the center of everything we do.

Objectives:

  • Be transparent, open, and forthright in agency communications.
  • Strengthen our key partnerships and relationships with a customer service focus.
  • Incorporate customer feedback and comments into agency practices, project development, and policies.
  • Emphasize customer service in all TxDOT operations.

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 closed a lower percentage of customer complaint cases on time in Q3 2022 than in Q2 2022.

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
  • Email
  • Phone
  • Mail
  • 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.

The top five complaint issues received by TxDOT so far in fiscal year 2022 have been related to traffic signals, construction, pavement conditions, intersection safety, and road debris/litter/dead animals.

Top 5 customer complaint case type is the total number of complaints categorized by an assigned issue (such as pavement condition) and sorted in descending order. The top five categories are shown.

Cases are designated as received by customer groupings. Those groupings are simplified and consolidated here as “Citizen or Business” to provide additional context on the top cases.

Why does this matter? 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.

Customers also can use this information to see if their concerns match those of others when determining their need to contact us. TxDOT values its customers and their issues. We continuously seek to provide both information and resolution.

Average TxTag call wait time

Measurement of time required to answer an incoming TxTag call. The average TxTag call wait time helps ensure our response time to customer inquiries and issues is kept to a minimum. Longer wait times can lead to an increase in abandoned customer calls, which is an outcome TxDOT strives to avoid as each customer call is important.

The average TxTag call wait time in Q3 2022 was much lower than in Q2 2022.

Average TxTag call wait time is calculated as the sum of the daily average wait time for all incoming customer TxTag calls in a given quarter divided by the number of working days for that quarter. Wait time is measured from the time a call enters the switchboard to the time when a TxTag customer representative answers the call.

At times, specific circumstances during a quarter can influence wait times. For example, the global pandemic made it difficult to have enough customer service representatives handle incoming calls. This resulted in much longer average call wait times.

Average TxTag call handle time

Measurement of time spent speaking with a customer on an answered TxTag call. The average TxTag call handle time is important to help expedite the time required to satisfactorily resolve a customer’s inquiry or issue. Each call helps TxDOT improve its operations and provide better overall service to the traveling public.

The average TxTag call handle time in Q3 2022 was lower than in Q2 2022.

Average TxTag call handle time is calculated as the sum of the daily average handle time for all answered customer TxTag calls in a given quarter divided by the number of working days for that quarter. Handle time is measured from the time a TxTag customer representative answers an incoming customer TxTag call to the time when the call is ended.

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.

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