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Compact with Texans
Overview
The Department of Information
Resources (DIR) functions as a central resource
for policy direction and the efficient implementation, procurement,
and management of information technology (IT) within Texas
government. Our job is to help state agencies, as well as
local bodies of government, make informed decisions that allow
them to use computer, Internet, telecommunications, and other
technologies effectively, securely, economically, and in accordance
with legislative mandates. We also facilitate the state’s
Web portal, TexasOnline
(www.texasonline.com).
TexasOnline provides public services and information to Texas
citizens, businesses, and state and local government entities.
Our pledge is that we will provide our customers with information
resources with the goal of improving state and local government
service to the citizens of Texas. Furthermore, we pledge to
be fiscally responsible, responsive to our customers, value-driven,
and proactive in providing these resources.
Customer Service Principles
As part of our commitment to customer service, DIR will be:
1. Fiscally Accountable. To support and
optimize service delivery to our customers, we strive to acquire
and deploy information resources efficiently and effectively.
2. Responsive. DIR will respond conscientiously
to customer needs, preferences, and priorities. Performance
evaluations will be based on regular feedback from customers
and employees, along with operations results. Employees are
personally responsible for being results-oriented, performance-based,
and customer-focused, and for providing feedback that holds
their leaders, managers, and colleagues accountable for achieving
excellence.
3. Value-driven. Executive management, managers,
and employees have an obligation to provide value and excellence
to our customers. This requires each individual to be continually
challenged to perform his or her best.
4. Proactive. Our quality of service level
is directly related to our level of process improvement.
Critical processes are identified and made efficient and effective
in anticipation of customer needs.
Customer Service Goals, Objectives, and Standards
We will manifest these principles by:
1. Supporting and promoting efficient and effective
use of information technology in state government
2. Providing timely and meaningful information on
laws, rules, guidelines, and ongoing IT initiatives
3. Being accountable and responsive to Texans by:
- Providing one-hour turnaround or acknowledgment of receipt
on simple requests
- Providing eight-hour turnaround or acknowledgment of receipt
on more complex requests
- Returning customer/vendor calls within one working day
of receipt
- Initiating complaint resolution within one working day
of initial call
- Resolving complaint within one week of initial call
- Completing software/hardware orders within 30 days
4. Communicating effectively by:
- Providing a website (www.dir.state.tx.us) that has updated
information regarding:
- DIR
- Statewide IT initiatives
- Laws, rules, policies, and guidelines
- Providing publications, brochures, and reports in printed
form when requested
- Providing press releases when appropriate
Process for Receiving
Information and Filing Complaints
Suggestions or complaints may be received in person, by telephone,
by electronic mail (E-mail), or in writing to any DIR employee
or to our Customer Relations Representative.
Customer Relations Representative
Public Information Officer: Thomas Johnson
Phone: 512-936-6592
Fax: 512-475-4759
E-mail: pio@dir.state.tx.us
A contact list of DIR employees and program areas, including
name, mailing address, and telephone number, is provided on our website. Additionally, vendor protest procedures are posted on our website.
We will respond to all complaints directed against the agency
within one business day. Resolution will be completed within
one week
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