STRUCTURALPEST CONTROL BOARDUNIVERSAL CUSTOMER SERVICE STANDARDS The Texas Structural Pest ControlBoard's Universal Standards represent the overarching goals of the Agency forits customer service performance. The Universal Standards are for all employeesuse in serving all external and internal customers. In carrying out our mission to protectpublic health and the environment, We will be courteous, professional,flexible, honest and helpful in all dealings with our customers. We willactively listen so we can better anticipate the needs of our customers and howwe can best provide the products, services and information they value, and befully responsive to customer concerns regarding our services. cheap hotel in GyorWe will answer all telephone callspromptly, and will respond to them that day or at the close of the next businessday. If the person receiving the call cannot fully respond to the inquiry, thecustomer will be correctly referred to someone who can. We will respond to all correspondencewithin ten (10) working days of receipt. If we cannot provide a complete replywithin ten (10) working days, we will contact them as soon as possible withinthe ten (10) day period to acknowledge receipt and clarify their request,discuss what is required to provide a full response, and determine when theywill receive a full response. We will provide our customers withclear, easy to understand, timely and accurate information about products,services, policies and procedures. We will ensure that customers have easyaccess to information, available through convenient channels, and in variousformats. We will seek customer input to makeinformed decisions on policies, programs and rules. We will undertake periodic surveys tofind out what our customers think of our services and how we could make furtherimprovements. The following groups of standardsapply, in addition to the universal standards specifically to each of the fourmain processes which provide products and services to agency customers.
PUBLIC ACCESS STANDARDS We will strive to make informationavailable through a variety of channels, including electronic media. We will hold ourselves accountable fora satisfactory response by providing mechanisms (contact names and telephonenumbers or e-mail addresses) for reporting back on the quality of our responsesand referrals. If you write to us (via mail, fax ore-mail): We will mail a response within ten (10)business days of receipt, or we will contact you within those ten (10) days totell you when to expect our full response. We will provide a single address for connection to allStructural Pest Control Board resources on the Internet.If you telephone us: hotel de luxe a bas prix MamaiaWe will implement an Agency-wide publicinformation procedure, which will help route inquires. We will answer the call promptly and courteously.We will make every effort to answerquestions immediately or provide a timetable for responding. LICENSING STANDARDS We will respond to telephone callswithin the same day or by the close of the next business day, when possible. Ifthe person receiving the call cannot fully respond to the inquiry, the customerwill be forwarded to someone who can. We will work to answer allcorrespondence within ten (10) days of receipt, or contact them within the ten(10) day time frame to acknowledge receipt and let them know when we can providea full response. We will seek opportunities to involve all interested partiesprior to our major regulatory or policy decisions. We will provide clear and accurateinformation about the policies and procedures for licensing and renewal. We will process applications andcomplete renewals as promptly and as efficiently as possible withoutcompromising quality. We will ensure that we meet ourstatutory responsibilities to provide customers with easy access to allavailable information on licenses. ENFORCEMENT AND COMPLIANCEASSISTANCE STANDARDS Investigators: Requests for field assistance will beprovided in a timely manner, taking resource constraints and expertise intoconsideration. Where assistance cannot be provided by the Agency, accuratereferrals to other Federal, State or local agencies; private organizations; oreducational institutions will be provided as appropriate. Investigators will be technicallyknowledgeable, understand the State regulatory requirements and agencycompliance and enforcement policies that apply, and be courteous andprofessional. Investigators will identify themselvesas employees of the Structural Pest Control Board and express the purpose of thevisit. Investigators will be accountable fortheir actions based on the assistance received and continuous training. Compliance Assistance Tools: In developing compliance assistancetools, the Structural Pest Control Board will: Develop tools responsive to the needs and concerns raisedby all interested parties.Seek opportunities to involve allinterested parties in the development of compliance assistance tools. Strive to make information available through a variety ofchannels, including electronic media.Enforcement In all enforcement actions, theStructural Pest Control Board will be legally and technically knowledgeable,courteous and professional, and will work to resolve issues as expeditiously aspossible.
RULEMAKING STANDARDS We will ensure that customers haveinput into the rule development process by conducting public forums, or usingelectronic media or other forms of communications. We will write rules so they can beunderstood by the people who use and implement them. Rules will be tailored tothe legal and technical knowledge and resources available to those affected. We will include, in the preamble of allTexas Register notices accompanying a proposed or final rule, a plain Englishexplanation summarizing the problem the rule is trying to solve, a summary ofwhat the rule requires, and a short explanation of how the rule solves theproblem. We will work to ensure that all membersof the regulated community know what is expected of them. To the extentpossible, we will notify all known parties who must comply with the rule throughwritten or electronic media. ______________________________________________ BRINGING GREATER ______________________________________________ |
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