Relating to state agency measurement and management of customer satisfaction.
This legislation is significant as it introduces standardized protocols for assessing customer service within state agencies. The modifications to Section 2114.002 of the Government Code ensure that agencies not only collect feedback but also report on this information to the Legislative Budget Board and the Governor's Office of Budget and Policy every even-numbered year. This process is expected to guide improvements in public services by identifying strengths and weaknesses in agency operations based on customer input.
House Bill 2110 aims to enhance the measurement and management of customer satisfaction across Texas state agencies. The bill sets forth a requirement for state agencies to gather feedback from constituents using various approved methods, including surveys and focus groups. By mandating this collection of data, the bill intends to promote accountability and ensure that agencies are responsive to the needs of the public they serve.
The sentiment surrounding HB2110 appears to be largely positive, as it seeks to foster an environment of transparency and accountability within government agencies. Supporters view the bill as a necessary step in improving public services and enhancing the overall experience of citizens interacting with state agencies. The unanimous votes in both the House (141-0) and Senate (31-0) suggest broad bipartisan support for the initiative, indicating that legislators believe this measure will contribute positively to government performance.
While the bill enjoys wide support, it may face challenges in implementation, particularly regarding the resources and commitment required from various agencies to effectively gather and analyze customer feedback. Additionally, ensuring that the information collected is utilized to drive real change could be contentious if agencies are slow to act on the data provided. However, the bill's design inherently promotes a culture of responsiveness, obligating agencies to prioritize customer feedback in their service delivery.