Presenter: Walt Dabney

Commission Agenda Item No. 9
Customer Service Center
April 2006

I. Executive Summary: State Parks Division Director, Walt Dabney, will provide a briefing on the Customer Service Center (the center) operated by the State Parks Division.

II. Discussion: Over the 12-year history of the center, it has evolved from a state parks reservation center to a business operations center providing services for every division within the agency as well as two outside agencies. Services provided include hunting and fishing license sales, state park pass sales, LCRA parks reservations, TPWD operator calls, email transactions, customer problem resolution, TPWD information and the back office support of these activities. The Customer Service Center collects more than $6.5 million a year for the agency and averages more than 30,000 customer contacts per month.