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Customer Service Symposium

Materials Provided

  Symposium Flyer
  Customer Service and Organizational Excellence Position Paper
  Customer Service Assessments Flyer
  Reinventing Texas Government
  List of Texas Customer Service Representatives
  Materials from the Governor's Center for Management Development

Introduction/Overview

  Opening Slide Presentation
  Opening Remarks 
            Dr. Noel Landuyt, Research Associate, The University of Texas at Austin

Agency Presentations of Best Practices

  Texas Department of Public Safety Presentation
            Ms. Mary Geil, Customer Service Representative, TxDPS
  Lessons of the Circle Presentation
            Lieutenant Mark Sassman, Training Academy, TxDPS
  Texas Real Estate Commission Handout
            Ms. Sabrina Hassumani, Assistant Administror, TREC

Customer Assessment in Complex Organizations

  Case Study Presentation 
            Dr. Noel Landuyt, Research Associate, The University of Texas at Austin

Panel Presentations and Q&A

  Mr. John Barton, Legislative Budget Board
  Mr. Mike McElhaney, Governorís Office of Budget and Planning 
  Ms. Diane Thompson, Texas Comptroller of Public Accounts.
  Dr. Don Warren, Legislative Council