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Achieving Excellence Through Continuous Positive Reinforcement (CPR) in State Government: A Texas Department of Insuranc

Explore how the Texas Department of Insurance (TDI) sets the standard for customer service by embodying professionalism, efficiency, and continuous improvement. The absence of flatlining is evident in TDI's commitment to fairness, ethical practices, timely service, and transparent communication.

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Achieving Excellence Through Continuous Positive Reinforcement (CPR) in State Government: A Texas Department of Insuranc

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  1. Continuous Positive Reinforcement (CPR):The Absence of Flatlining in State Government A Case Study of Texas Department of Insurance Survey of Organizational Excellence

  2. TDI's Compact with Texans • TDI sets the PACE for customer service through our Professional Attitude, Competence and Efficiency. As a customer of TDI, you can expect us to: • treat you with courtesy and respect • be fair, ethical and professional • provide timely and responsive service • give you clear, accurate and consistent information • follow through on our commitments • strive for continuous improvement in all of our services, and • go the extra mile in our efforts to serve you.

  3. TDI's Strategic Plan TDI Goal 1: Encourage Fair Competition in the Insurance Industry Objective: Reduce impediments to competition and improve insurance availability Strategy: Provide information to consumers and industry Output measure: Number of inquiries answered

  4. *** ACD PILOT NUMBER CURRENT REPORT *** Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50 PILOT CALLS ABAND FINAL ANS --- ANSWERED ---- TRGT QUED XFRD REPORT DIR. OFFRD CALLS DISP CALLS NORM AUTO MANUL %ANS CALLS QUED CALLS DURA (UGP) (DEFLC) CALLS + AVG OVFL OVFL <TGT + AVG LONGST HH:MM ------------------------------------------------------------------------------- 46471 1605 57 13 1530 1530 0 0 60 824 244 17:03 ( 100)( 5) 00:28 84% 00:48 05:16 *** ACD AGENT AVERAGE REPORT - PILOT 46471 - USER GROUP: 100 Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50 TOTAL PILOT NUMBER ACTIVE TIME........09:00:00 (CURRENTLY IN NIGHT SERVICE) ------------------------------------------------------------------------------- DIR. AGENT ONLINE UNANS XFRD # ACD AUTO #HOLD #OUTG #INCM #INTR NUMBR ID TIME CALLS CALLS CALLS WRAP AVAIL CALLS ACD CALLS CALLS + AVG AVG AVG + AVG + AVG + AVG + AVG ------------------------------------------------------------------------------- 11022 4:20:48 0 9 65 4 6 0 5 11022 UNASSIGNED 03:04 00:12 00:00:28 00:27 00:29 00:00 00:05 57523 1:11:14 0 2 21 0 0 0 1 57523 SMITH FRANK 575 03:07 00:07 00:00:06 00:00 00:00 00:00 00:06

  5. DAILY 100 CALL CLUB 100+ Kathy 125 and 7:24 Sandra 109 and 7:25 Linda R. 112 and 8:01 Margie 119 and 7:04 Sally 103 and 7:02 Shauna 109 and 7:25 Alice 116 90's + 7hrs. Cassandra...93 And 7:27 Mark...97 And 7:07 Frank R. ...7:08

  6. TDI’s Strategic Plan TDI Goal 6: Value the Diversity of TDI's Workforce and the Contribution of Each Employee Objective: Create and maintain a supportive work environment for all employees

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