HOUSE LABOR AND HUMAN RESOURCES COMMITTEE SUBSTITUTE FOR

HOUSE BILL 538

50th legislature - STATE OF NEW MEXICO - first session, 2011

AN ACT

RELATING TO GOVERNMENT EMPLOYEE CUSTOMER SERVICE SURVEYS; REQUIRING A ONE-YEAR CUSTOMER SURVEY PILOT PROGRAM FOR THE MOTOR VEHICLE DIVISION OF THE TAXATION AND REVENUE DEPARTMENT, FOR THE NEW MEXICO LIVESTOCK BOARD AND FOR THE CONSTRUCTION INDUSTRIES DIVISION OF THE REGULATION AND LICENSING DEPARTMENT; PROVIDING FOR SURVEY RESULTS TO BE USED IN EMPLOYEE TRAINING AND DEVELOPMENT PROGRAMS; REQUIRING AN ASSESSMENT OF THE PILOT PROGRAM AND REPORTS TO POLICYMAKING BODIES, THE LEGISLATIVE FINANCE COMMITTEE AND APPROPRIATE INTERIM LEGISLATIVE COMMITTEES.

BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF NEW MEXICO:

     SECTION 1. A new section of the Construction Industries Licensing Act is enacted to read:

     "[NEW MATERIAL] CONSTRUCTION INDUSTRIES DIVISION--CUSTOMER

SURVEYS--USE OF SURVEY RESULTS.--

          A. The director shall establish a pilot program in

which a person doing business with the division's employees shall be offered an opportunity to participate in a survey of the person's experience with employees of the division with whom the person has most recently had contact.

          B. If the contact with an employee of the division is by telephone or in person, at the end of the contact the person shall be offered an opportunity, either by a live or recorded message by telephone or by a statement printed on documents resulting from the contact or on a separate printed notice, to participate in an electronic survey at the division's internet web site.

          C. The survey shall contain questions or solicit

responses that the director deems appropriate to result in a

reasonable appraisal of the employee's knowledge of program matter, responsiveness and customer service related to inspections or other services provided by division inspectors and other employees. In addition, the survey shall provide a means of identifying the employee whose contact with a person is being surveyed. The results of the survey shall be contained in an appropriate computer software program designed to record results by each employee. The survey shall not record the name of the person completing the survey, and each person's participation in the survey shall be voluntary and anonymous. A survey shall be submitted in a manner that maintains the anonymity of the person completing the survey.

          D. Other than employees of the division responsible

for collecting and processing the survey forms and results, the

computer software program information on division employees shall only be available to the commission and the director for employee training and development purposes. In all other cases, the survey results, no matter where maintained, are confidential and not subject to the Inspection of Public Records Act.

          E. The pilot program shall be conducted for the

period from January 1, 2012 to December 31, 2012. At the conclusion of this period, the director shall assess the program, determining whether it provided meaningful review of employees' knowledge of program matter, responsiveness and customer service to the public and whether employees were receptive to performance-improving recommendations and employee development and training programs offered in response to survey results. Based on the assessment, the director shall make a recommendation about whether the pilot program should continue for an additional period of time, should be made permanent or should be canceled. The director shall report the results of the assessment and the recommendation to the commission, the legislative finance committee and an appropriate interim committee of the legislature no later than September 1, 2013."

     SECTION 2. A new section of the Motor Vehicle Code is enacted to read:

     "[NEW MATERIAL] MOTOR VEHICLE DIVISION--CUSTOMER SURVEYS--USE OF SURVEY RESULTS.--

          A. The secretary shall establish a pilot program in which a person doing business with the division shall be offered an opportunity to participate in a survey of the customers' experience with employees of the division with whom the person has most recently had contact.

          B. If the contact with an employee of the division is by telephone or in person, at the end of the contact the person shall be offered an opportunity, either by a live or recorded message by telephone or by a statement printed on documents resulting from the contact or on a separate printed notice, to participate in an electronic survey at the division's internet web site.

          C. The survey shall contain questions or solicit responses that the secretary deems appropriate to result in a reasonable appraisal of the employee's knowledge of program matter, responsiveness and customer service. In addition, the survey shall provide a means of identifying the employee whose contact with a person is being surveyed. The results of the survey shall be contained in an appropriate computer software program designed to record results by each employee. The survey shall not record the name of the person completing the survey, and each person's participation in the survey shall be voluntary and anonymous. A survey shall be submitted in a manner that maintains the anonymity of the person completing the survey.

          D. Other than employees of the division responsible for collecting and processing the survey forms and results, the computer software program information on division employees shall only be available to the secretary and the director for employee training and development purposes. In all other cases, the survey results, no matter where maintained, are confidential and not subject to the Inspection of Public Records Act.

          E. The pilot program shall be conducted for the period January 1, 2012 to December 31, 2012. At the conclusion of this period, the secretary shall assess the program, determining whether it provided meaningful review of employees' knowledge of program matter, responsiveness and customer service to the public and whether employees were receptive to performance-improving recommendations and employee development and training programs offered in response to survey results. Based on the assessment, the secretary shall make a recommendation about whether the pilot program should continue for an additional period of time, should be made permanent or should be canceled. The secretary shall report the results of the assessment and the recommendation to the legislative finance committee and to an appropriate interim committee of the legislature no later than September 1, 2013."

     SECTION 3. A new section of The Livestock Code is enacted to read:

     "[NEW MATERIAL] NEW MEXICO LIVESTOCK BOARD--CUSTOMER SURVEYS--USE OF SURVEY RESULTS.-- 

          A. The director shall establish a pilot program in which a person doing business with the board's employees shall be offered an opportunity to participate in a survey of the person's experience with employees of the board with whom the person has most recently had contact.

          B. If the contact with an employee of the board is by telephone or in person, at the end of the contact the person shall be offered an opportunity, either by a live or recorded message by telephone or by a statement printed on documents resulting from the contact or on a separate printed notice, to participate in an electronic survey at the board's internet web site.

          C. The survey shall contain questions or solicit responses that the director deems appropriate to result in a reasonable appraisal of the employee's knowledge of program matter, responsiveness and customer service, including an evaluation of the response time to requests for inspections or other services provided by inspectors and board veterinarians. In addition, the survey shall provide a means of identifying the employee whose contact with a person is being surveyed. The results of the survey shall be contained in an appropriate computer software program designed to record results by each employee. The survey shall not record the name of the person completing the survey, and each person's participation in the survey shall be voluntary and anonymous. A survey shall be submitted in a manner that maintains the anonymity of the person completing the survey.

          D. Other than employees of the board responsible for collecting and processing the survey forms and results, the computer software program information on board employees shall only be available to the board and the director for employee training and development purposes. In all other cases, the survey results, no matter where maintained, are confidential and not subject to the Inspection of Public Records Act.

          E. The pilot program shall be conducted for the period January 1, 2012 to December 31, 2012. At the conclusion of this period, the director shall assess the program, determining whether it provided meaningful review of employees' knowledge of program matter, responsiveness and customer service to the public and whether employees were receptive to performance-improving recommendations and employee development and training programs offered in response to survey results. Based on the assessment, the director shall make a recommendation about whether the pilot program should continue for an additional period of time, should be made permanent or should be canceled. The director shall report the results of the assessment and the recommendation to the board, the legislative finance committee and an appropriate interim committee of the legislature no later than September 1, 2013."

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