On May 24, 2018, the Texas Transportation Commission adopted the TxDOT 2019-2023 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 draft Statewide Capital Plan, the Workforce Development Plan, a summary of the most recent Survey of Employee Engagement and the Report on Customer Service.
Report on Customer Service
As a part of the biennial strategic planning process, TxDOT contracted Cooper Consulting Company to conduct an anonymous customer satisfaction survey. Cooper Consulting conducted the survey from April 2 through April 14, 2018. The survey summary includes feedback on the public's satisfaction with TxDOT's business services, including TxDOT facilities, staff, communications, website, complaint-handling processes, timeliness and printed information. The survey team sent more than 10,000 emails to TxDOT customers inviting them to participate in the survey. The total response rate was 12.3 percent.
The overall satisfaction score with TxDOT dropped to 65 percent, a 10 percent decrease from the 2016 survey. TxDOT anticipated such a result because the survey team broadened the distribution beyond core TxDOT customer groups. All surveyed groups were pleased with their interactions with TxDOT employees–the overall satisfaction rating with TxDOT staff is 80 percent. The lowest overall rating TxDOT received was regarding how complaints are handled – with a 57 percent satisfaction rating. The lowest ratings in this category came from the general-public group, including those who provided negative feedback about the department when asked as they visited the travel information centers.
The key takeaway from this survey is that TxDOT's customers are very satisfied with the work performed by TxDOT employees. That said, TxDOT will take a closer look and determine a clear path forward on how TxDOT can improve its responses to and handling of complaints going forward.