Our Compact With Texans
Related Links
Agency Report on Customer Service, June 2008
Our Customer Service Policies
The Public Information Act
Our Web Policies and Disclaimers
Fee Schedule
Introduction
The Texas State Library and Archives Commission is a state
agency that provides a wide variety of informational, library,
archival, and records management services. We serve a diverse
customer base of individuals, along with state and local
agencies and institutions.
Services of the State Library and Archives Commission
- Grant funding, technical assistance, and continuing
education support for the establishment, expansion, and
improvement of public library services statewide
- Technical assistance for state and local records managers
- Recorded books and magazines for Texans who are blind
or physically handicapped
- Safe, economical storage of print and electronic records
for state agencies
- Preservation of historically significant state records
and documents
- Access to state and federal government documents
- Access to specialized genealogical materials
- Support for interlibrary cooperation and resource sharing
programs among all types of libraries.
Service Principles and Goals
The State Library and Archives Commission is dedicated
to the highest standards of customer service. The Library
regularly tests customer satisfaction with services and
the manner in which services are delivered, and make improvements
based on customer feedback.
Service Objectives and Standards
We endeavor to respond to 90 percent of customer requests
for technical or reference assistance within three workdays.
When requests require research or in-depth investigation
for longer than twenty work days, we try to inform the customer
of the anticipated timeframe. Due to the volume of requests
and staffing limitations, requests for copies of Confederate
Pension Applications, Texas Adjutant General Service Records,
or similar archival documents may take as long as 4 to 10
weeks for processing.
Information, Suggestion and Complaint Process
The Library and Archives Commission welcomes all requests
for information and suggestions. We will provide a timely
response to complaints. Feedback or comments made anonymously
will also be valued and taken into consideration.
Suggestions or requests for information may be submitted
in person, by telephone, by e-mail, or in writing to the
Customer Service Representative or to any unit of the agency.
When appropriate, the suggestion and any follow-up will
be acknowledged.
The agency's formal complaint procedures are detailed in
the Texas Administrative Code (Title
13, Section 2.53). These complaints will be acknowledged
within five working days, and a written response will be
provided within twenty working days.
Informal complaints regarding the Commission's services,
staff, or facilities may be directed to our Customer Service
Representative.
Customer Service Representative:
Edward Seidenberg, Assistant State Librarian
1201 Brazos Street, Austin, Texas
P.O. Box 12927
Austin, Texas 78711-2927
Phone: 512-463-5460 Fax: 512-463-5436
E-mail: deputydirector@tsl.state.tx.us
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