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Strategic Goal: Focus on the Customer

People are at the center of everything we do. The Focus on the Customer goal includes the following 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.

Click on the measures and highlights related to this strategic goal below to see more information about them.

Description: Percentage of opened customer complaints and inquiries closed by the assigned target timeline.

How is it measured? TRACK is a customer complaint tracking system we use to receive, track and respond to complaints submitted by the public (e.g., citizens, businesses). 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 communication between the complainant and our staff acknowledges receipt of complaint and provides pertinent information regarding the matter.

The percentage of customer complaint cases closed on time is the total number of TRACK cases closed by the assigned target timeline divided by the total number of all TRACK cases closed in a given quarter. The assigned target timeline for cases received from a citizen or business is 10 days.

Why this matters? 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.

What are the results? We closed a lower percentage of customer complaint cases on time in Q2 2021 than in Q1 2021.

Description: Number of complaints ranked by issue type.

How is it measured? Top 5 customer complaint case type is the total number of complaints categorized by an assigned issue (e.g., 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 this matters? 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.

What are the results? The top five complaint issues received by TxDOT so far in fiscal year 2021 have been related to pavement condition, construction, road debris/litter/dead animal, intersection safety, and traffic signals.

Description: Measurement of time required to answer an incoming TxTag call.

How is it measured? 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.

Why this matters? 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.

What are the results? The average TxTag call wait time in Q2 2021 was lower than in Q1 2021.

Description: Measurement of time spent speaking with a customer on an answered TxTag call.

How is it measured? 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.

Why this matters? 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.

What are the results? The average TxTag call handle time went up significantly in Q2 2021. The TxTag Call Center was closed from Nov. 18 - Dec. 11, 2020, due to a system transition. The system was reinstated on Dec. 12, 2020, which resulted in higher call volumes and longer than normal wait times.

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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