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Focus on the Customer

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Percentage of Customer Complaint Cases Closed on Time

Description: Percent of opened cases for customer complaints and inquiries closed by the assigned target timeline.

What is the trend?: (FY 2018 Q4 to FY 2019 Q1 comparison)

  • Closed on time: Performance Improving green arrow going up

How it is measured: Percentage of customer complaint cases closed on time is calculated as 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. An individual case close time is calculated as the difference in days between the recorded case-opened date and the recorded case-closed date. The assigned target timeline for cases received from a Citizen or Business is 10 days.

Example: Case A closes on September 12 in the first quarter (Q1). It has a recorded case-opened date of September 6; thus, its individual case close time is 6 days. Case B closes on September 14 in Q1. Its individual case close time is 4 days. Therefore, in Q1, the average TRACK case close time is 5 days.

TRACK is a customer complaint tracking system used to receive, track and respond to complaints submitted to TxDOT by the public (e.g., citizens, business). Cases entered into this system can originate from multiple places, including the ‘Contact Us’ page on TxDOT.gov, email, phone, mail and in person at one of our TxDOT offices. When received within the system, TxDOT staff will review and respond appropriately. A case is recorded as closed when communication between the public (i.e., the specific party that submitted the complaint) and TxDOT staff resolves and /or provides pertinent information regarding the matter.

For example, a compliant is received by John Smith via a submission on TxDOT.gov and entered into the TRACK system. John noted that there is significant debris on the shoulder of Highway 8521 in his county. TxDOT staff relays that information to the district office that subsequently takes action to remove the debris. After removal, the case is designated as closed as TxDOT staff was able to resolve. In another example, Jane Brown calls her local district office concerned about the poor road condition of FM 2345 from her home to the local shopping center. TxDOT staff enters the complaint into the TRACK system. The district office is aware of the road condition and has already slotted that part of FM 2345 for resurfacing in 4 months. A district representative calls Jane Brown to provide that information and thank her for her inquiry. Following that call, the case is closed as TxDOT staff provided pertinent information on project status and target completion date.

Why this matters: Customer service is part of all TxDOT operations whether or not the customer is internal staff, government officials, contractors, or the traveling public. When issues come to the attention of TxDOT staff, a response is critical as a public agency, and providing a timely response is important as well.

The percentage of customer complaint cases closed on time is an indicator of meeting the standard we have set for that timely response. The data collected and measured also assists in identifying concerns that take longer than anticipated, which is helpful in understanding greater challenges.

Customer Complaint Case Type (Top 5)

Description: Number of cases ranked by issue type.

How it is measured: Customer complaint case type (Top 5) is the total number of cases categorized by an assigned issue (e.g., pavement condition) and sorted in descending order. The top five categories are shown.

In addition, cases are designated as received by individual 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 case type, TxDOT garners a better understanding of customer concerns. This understanding ultimately helps TxDOT staff in strategic decisions and day-to-day operations.

Customers can also use this information to see if their concerns match those of others, and determine their need to contact TxDOT to address any issues important to them.

Average TxTag Call Wait Time

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

What is the trend?: (FY 2018 Q3 to FY 2018 Q4 comparison)

  • Average wait time: Performance Declining red arrow going up

How it is 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. Each call is tracked to the individual second.

Example: Eighty working days occurred during the first quarter (Q1). The daily average wait time for those 80 days were as follows: 20 seconds for 30 of the days; 15 seconds for 20 of the days; and 30 seconds for the remaining 30 days. The average call wait time for Q1 was, thus, 22.5 seconds, or the sum of the daily average wait time [(20 seconds * 30 days) + (15 seconds * 20 days) + (30 seconds * 30 days)] = 1800 / number of working days in the quarter [80], resulting in 22.5.

Calls included are all incoming calls to the TxTag Customer Service Center at 1-888-468-9824.

At times, specific circumstances during a given quarter can influence wait times. In FY 2018 Q4, for example, phones were down for over 5 hours on June 1st. Customers were able to enter the switchboard queue, but customer representatives were unable to log in to answer incoming calls. This resulted in longer average wait times.

Average TxTag Call Handle Time

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

What is the trend?: (FY 2018 Q3 to FY 2018 Q4 comparison)

  • Average handle time: Performance Improving green arrow going down

How it is 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. Each call is tracked to the individual second.

Example: 75 working days occurred during the second quarter (Q2). The daily average handle time for those 75 days were as follows: 5 minutes for 30 of the days; 7 minutes for 20 of the days; and 6 minutes for the remaining 30 days. Therefore, the average call handle time for Q2 was 5 minutes and 53 seconds, or the sum of the daily average handle time [(5 minutes * 30 days) + (7 minutes * 20 days) + (6 minutes * 30 days)] = 470 / number of working days in the quarter [75], resulting in 5.875 or 5 minutes and 53 seconds.

Calls included are all incoming calls to the TxTag Customer Service Center at 1-888-468-9824.

Why this matters: As part of our strategic goal, “Focus on the Customer,” one of its objectives is to emphasize customer service in all TxDOT operations. TxDOT’s Toll Operations Division mirrors that objective with a mission to exceed customers’ expectations and provide leading mobility solutions by delivering and growing an integrated, safe, reliable and efficient highway system, which encompasses the provision of toll operating services for toll authorities, including a call center/customer service center.

The average TxTag call wait time helps to 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 handle time is also important to expedite the time it requires a customer service representative to resolve a customer’s inquiry or issue to their satisfaction. Each call helps TxDOT to improve its operations and to provide better overall service to the traveling public, our ultimate goal.

Focus on the Customer

People are at the center of everything we do.

Objectives for Goal:

  • 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.

Performance Measures for Goal:

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