Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013 Page: 51
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These efficiencies allowed TDLR to lower license fees by $3,338,085 over the
past four years.The act of lowering license fees is unique in government, state
Customer Service Contact Center
The increase in licensee populations put a strain on our customer service
resources. The creation of the statewide electrician license in 2004,followed by
the addition of the Barber and Cosmetology programs in 2005, overwhelmed
customer service's capacity to answer all phone calls. Staff turnover coupled
with the rise in phone calls to 908,000 resulted in less than twenty percent of
calls answered in 2007.
To reduce call volume and improve customer service, TDLR initiated an
extensive outreach campaign. Inspectors distributed flyers to licensees, the
agency answered frequently asked questions on the web site, staff encouraged
licensees to contact us by e-mail, and staff attended trade shows and held
Town Hall Meetings for licensees throughout the state. Staff also studied the
best practices of call centers.
Only after taking these steps did TDLR request and receive additional
appropriations for its customer service contact center in 2007. Our new
contact center which opened in February 2008 was designed to encourage
peer-to-peer assistance among call center employees and to give supervisors
the ability to instantly check the status of any call. TDLR's phone system
allowed us to see that a significant number of calls were coming in after hours.
In March 2008, the contact center's hours were extended from the traditional
8AM to 5 PM, to 7AM to 6 PM. These additional two hours per day will allow
us to answer approximately 13,000 more calls each year.
Student Hour and Enrollment Automated Reporting System
TDLR immediately implemented efficiencies upon the transfer of the Barber
and Cosmetology programs. Decentralizing testing centers and providing for
exam sites throughout the state helped streamline the licensing process. Plans
were made to convert and computerize the old paper-based system that was
used to enroll more than 20,000 students annually and track their progress.
the agency's new customer contact center
opened in February 2008
the SHEARS program was developed by
TDLR to allow barber and cosmetology
schools to post student information and to
enable students to track their school hours
2009-2013 Strategic Plan
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Texas. Department of Licensing and Regulation. Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013, book, Summer 2008; tEXAS. (https://texashistory.unt.edu/ark:/67531/metapth576032/m1/56/: accessed October 16, 2019), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu; crediting UNT Libraries Government Documents Department.