 Focus:
Making Improvements
The Texas Department of Insurance has been an active participant in the Survey or Organizational Excellence since 1993. In 1994, Audrey Seldon was named to head of Consumer Protection, and since her appointment she has used information obtained from the SOE and other surveys to improve Consumer Protection’s service delivery, increase staff productivity, and
enhance the work environment. Read more in the
Executive Summary (PDF Format) for this organization.
Multimedia
Slide Presentation (PDF Format -
399KB)
Video Presentation (Real Player Version)
 About the
Presenter:
Audrey Selden
Senior Associate Commissioner for Consumer Protection
Texas Department of Insurance
Audrey Selden is the Senior Associate Commissioner for Consumer Protection (CP) at the Texas Department of Insurance. She oversees the TDI division that assists consumers with questions about insurance and reviews and helps them resolve disputes or problems with their insurance companies or agents. She also supervises the review of insurance advertising materials and coordination of public education and outreach efforts. Consumer Protection staff answer more than 347,000 telephone inquiries, distribute more than 2 million consumer publications, review 6,000 pieces of advertising, and coordinate more than 500 public outreach events each year. In FY 2000, CP complaints resolution staff resolved more than 28,000 consumer complaints and returned more than $33.8 million to consumers. Recently, she was designated as the health care providers’ ombudsman for prompt-payment issues.
In 2001, Audrey was honored by the Austin Ballet as one of the “Women on Their Toes” for outstanding volunteer service. She was awarded the Ma Ferguson Award for Excellence in the Public Sector in 1997. Under Audrey’s leadership, Consumer Protection was recognized in 1996 with a Greater Austin Quality Award for “commitment to quality.” CP has been recognized as a model for organizations seeking to implement a practical and unified strategic and business planning system. CP’s consumer information call center, complaints resolution division, and consumer outreach program have served as models for “best practices” by the following organizations:
- The Urban Institute, Washington D.C.
- Florida, Oklahoma, and Pennsylvania Departments of Insurance
- U.S. General Accounting
- Texas State Auditor’s Office
- Texas Sunset Advisory Commission
Audrey has given presentations on management, strategic and business planning, and the effective use of performance measures at seminars sponsored by the LBJ School of Public Affairs, Texas State Agency Business Administrators Association, and the Texas Association of Counties.
Audrey graduated from Michigan State University with a degree in political science in 1978 and a Master of Public Administration degree in 1981. After graduating from Harvard Law School in 1986, she worked as a judicial law clerk under U.S. District Judge William Wayne Justice. From 1987 to 1990, Audrey was a civil litigation associate at the Houston law firm of Butler & Binion. Audrey served as the Texas Assistant Secretary of State from 1991 to 1994 under Secretary of State John Hannah Jr. She is a board member of the Foundation for Women’s Resources and Literacy Austin. A 1992 graduate of Leadership Texas, Audrey is a board member, volunteer facilitator, and speaker for the Girl Scouts Lone Star Council. She assists the University YWCA by serving on the steering committee for their annual “Lives We’ve Touched” gala.
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