On May 26, 2016, the Texas Transportation Commission adopted the TxDOT 2017-2021 Strategic Plan, which presents the agency's mission, values, vision, goals, action plan and budgetary structure that will guide the department over the next five years.

The plan also includes a list of identified redundancies and impediments, the Historically Underutilized Business Plan, the Statewide Capital Plan, the Workforce Development Plan, a summary of the most recent Survey of Employee Engagement, the Report on Customer Service and an assessment of agency advisory committees.

Report on Customer Service

As a part of the biennial strategic planning process, the department contracted with GDC Marketing & Ideation (GDC) to conduct a survey of the department’s external customers. The survey, conducted between March 17 and April 15, 2016, encompassed outreach to a list of more than 38,000 individual customers in 30 department customer groups.

Of those contacted, 6.12 percent responded to the survey, and, overall, 75 percent of those who responded were satisfied with the department, while 10 percent of customers were neutral in their assessment of the department and 6 percent were dissatisfied. The survey summary includes survey results regarding feedback on the department’s customers’ satisfaction with department business services, including our facilities, staff, communications, website, complaint-handling processes, timeliness and printed information.

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