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Compact With Texans


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Untitled Document The Texas General Land Office is committed to carrying out its duties with the highest standards of professionalism, ethics, and excellence. An integral part of this commitment is the provision of first-rate service to Texas residents, and those with whom the Land Office transacts business. Toward that end, the agency has prepared this "Compact With Texans."

Agency Services

A. Brief Overview

The Land Office's core mission is the management of state lands and mineral-right properties totaling 13 million acres. Included in that portfolio are the beaches, bays, estuaries and other “submerged lands” out to 10.3 miles in the Gulf of Mexico, institutional acreage, grazing lands in West Texas, and timberlands in East Texas. In managing that property, the Land Office issues oil and gas leases and surface leases and sells state land.  Sale and lease proceeds from Permanent School Fund lands go into the Permanent School Fund, an endowment for Texas public education. Since the Permanent School Fund was established in 1854, the Land Office has earned more than $13.23 billion for it, mostly from oil and gas leases and real estate sales and trades.

The Land Office also operates all state veterans benefit programs for the Texas Veterans Land Board (VLB). This currently includes three loan programs, which fund over $500 million per year for land and housing, and the Texas State Veterans Homes, which provide more than 1,000 skilled nursing care beds. Four Texas State Veterans cemeteries have been completed in Killeen, Mission, Abilene, and Corpus Christi.  As the oldest and most diverse state agency in Texas, Land Office responsibilities cover many other areas. The agency's Archives and Records division houses original Spanish, Mexican, and Republic of Texas land grants. The Adopt-A-Beach program and Coastal Resources and Oil Spill Prevention and Response divisions work to protect our natural resources. The Land Office triggers economic development through its natural gas marketing initiatives, loan programs offered to veterans through the VLB, and investments through commercial transactions involving PSF land.

The General Land Office is located at:
1700 N. Congress Avenue
Austin, Texas 78701-1495 Our mailing address is:
Texas General Land Office
P.O. Box 12873
Austin, TX 78711-2873 You may contact us by phone at:
1-800-998-4GLO
www.glo.texas.gov

B. Organizational Outline

View right hand sidebar to see an outline of the functions of the major GLO program areas and divisions, with related phone numbers. Further details about various programs can be found on the Texas General Land Office Web site, www.glo.texas.gov.

II. Customer Service Standards

A. Principles of Public Service

  1. TRUSTWORTHINESS. Agency employees perform their duties with honesty and integrity in conduct and communication. Employees conduct business with competence, fairness, impartiality, efficiency, and effectiveness to enhance the many services provided by the agency and the public trust.
  2. RESPONSIBILITY. Agency employees take responsibility for actions, decisions, and statements that impact state resources and the public. Employees effectively use the resources entrusted to the agency for the benefit of agency programs and the public good.
  3. RESPECT. Agency employees treat others with professionalism, consideration, and courtesy. Employees respect others’ opinions and beliefs, value individual differences, and seek to reach new solutions based on consensus.
  4. CARING. Agency employees build professional relationships with colleagues, peers, and the public based on the highest standards of fairness and consideration. These standards are the foundation of a caring professional environment that supports mutual respect, collaboration toward common goals, and excellence in job performance.
  5. CITIZENSHIP. Agency employees strive to be good stewards of the public trust and public resources. They honor and abide by agency policies and the laws of the state of Texas and the United States.
  6. FAIRNESS. Agency employees conduct business with the public and co-workers in an equitable, impartial, and honest manner, without prejudice and favoritism. Decisions are based on objective and balanced judgment and are in accordance with the agency’s mission, established rules, and procedures.

B.   Survey

  1. ensure that the GLO is meeting expectations, the GLO surveys many of its customers and asks them to rate agency services. The survey also provides a space for customers to provide comments. These surveys are printed on postage-paid post cards that can be dropped in any mailbox. The survey response information is provided to the relevant agency managers to provide feedback about their areas of responsibility. Results of these surveys are also reported to the Governor’s Office and the Legislative Budget Board by June 1 of each even numbered year.
  2. View right hand sidebar to see a picture of one of the GLO’s Customer Service Survey cards used for the survey conducted in 2012.

C.   Goals

  1. For each category of service surveyed, the GLO set a goal of achieving an overall satisfactory rating on at least 80 percent of the returned customer surveys.
  2. Those submitting written complaints to the GLO, or indicating on a GLO Customer Survey that they would like a response to their comments, will be sent a response from the GLO within ten working days. This is explained more fully in the next section.

III.   Complaint Process

The GLO wants to know about and respond to any complaints about a GLO activity or service. Complaints may be submitted in a number of ways:

A. Customer Service Representative

A. Customer Service RepresentativeThe GLO's Customer Service Representative, Suzanne Nelson, is available to receive and obtain a response to complaints:

Mail:PO Box 12873, Room 942E
Austin, Texas 78711-2873
Fax:(512) 463-5248
Phone:(512) 463-2785
E-mail: Suzanne Nelson

 

B. Division Contact
A complaint may be submitted directly to the program area or division with which there is a concern. A complaint may be sent to any level within the GLO organization. View right hand sidebar to see a GLO organizational chart. The following table lists the GLO's senior staff. To send regular mail to these individuals, address correspondence to PO Box 12873, Room #, Austin, Texas 78711-2873, using the appropriate name and room number shown on the table below.


Program Area

Name and Title

Contact Information

Administration

Paul Senecal,
Director

Phone: 512-463-5050
Fax: 512-305-9273
Room: 710H
Email: Paul Senecal

Archives & Records

Mark Lambert,
Deputy Director

Phone: 512-463-5260
Fax: 512-475-4619
Room: 131A
Email: Mark Lambert

Coastal Resources

Jorge Ramirez,
Deputy Director

Phone: 512-463-5338
Fax: 512-463-5233
Room: 335
Email: Jorge Ramirez

Disaster Recovery

Jorge Ramirez,
Deputy Director

Phone: 512-475-5015
Fax: 512-475-5150
Room: Field
Email: Jorge Ramirez

Energy Resources

Robert Hatter,
Deputy Director

Phone: 512-475-1542
Fax: 512-475-1543
Room: 840
Email: Robert Hatter

Executive

Anne Idsal,
Chief Clerk

Phone: 512-936-1927
Fax: 512-463-5248
Room: 942B
Email: Anne Idsal

Financial Management

Kenny McLeskey,
Deputy Director  

Phone: 512-475-0686
Fax: 512-305-9273
Room: 700G
Email: Kenny McLeskey

Governmental Relations

Susan Biles,
Director

Phone: 512-463-2380
Fax: 512-463-5248
Room: 954C
Email: Susan Biles

Human Resources

Charlotte Miller,
Deputy Director

Phone: 512-305-9124
Fax: 512-475-1555
Room: 730C
Email: Charlotte Miller

Information Systems

Cory Wilburn
Interim Deputy Director

Phone: 512-463-5084
Fax: 512-463-5029
Room: 970F
Email: Cory Wilburn

Internal Audit

Tracey Hall,
Deputy Director

Phone: 512-463-6078
Fax: 512-463-9598
Room: 1003
Email: Tracey Hall    

Office of Communications

Bryan Preston,
Director

Phone: 512-936-0719
Fax: 512-475-1415
Room: 920C
Email: Bryan Preston  

Office of General Counsel

Mark Havens,
General Counsel

Phone: 512-936-4441
Fax: 512-463-5248
Room: 942D
Email: Mark Havens

Oil Spill Prevention
and Response

Greg Pollock,
Director

Phone: 512-463-5329
Fax: 512-475-1560
Room: 340
Email: Greg Pollock

Ombudsman

Tony Hanson

Phone: 512-463-5104
Fax: 512-463-5248
Room: 932
Email: Tony Hanson

Program Management

Joey Longley,
Director

Phone: 512-463-5087
Fax: 512-936-1961
Room: 111A
Email: mailto: Joey Longley

PSF Income

Rene Truan,
Director

Phone: 512-463-5200
Fax: 512-475-1543
Room: 840O
Email: Rene Truan

PSF Investments

Rusty Martin,
Director

Phone: 512-463-5120
Fax: 512-463-5081
Room: 840B
Email: Rusty Martin

The Alamo

Becky Dinnin,
Director

Phone: 210-225-1391 Ext. 156
Fax: 512-463-5248
Room: Field
Email: Becky Dinnin

Veterans Land Board
Veterans Land and Housing

Bill McLemore,
Director

Phone: 512-463-5401
Fax: 512-475-1425
Room: 810
Email: Bill McLemore

Veterans Land Board
Veterans Homes and Cemeteries

John Berkely
Director

Phone: 512-463-8764
Fax: 512-475-2294
Room: 740A
Email: John Berkely

 

C. Internet

Complaints may also be submitted to the GLO's Customer Service Representative over the Internet. Please visit Compliments/Complaints for the online form.

D.   External Complaint Procedure

GLO policy requires that when external parties submit written complaints, they must be sent a response from the GLO within ten working days. Should a full response not be possible within ten working days, the GLO will, within that ten-day period, send as full a response as possible and an estimated date when a complete response can be expected. All other complaints will be responded to in a reasonable and timely manner.

This procedure does not apply to (1) matters involving litigation, legislation, policy, administrative hearings, or agency employment actions, or (2) matters otherwise subject to other resolution procedures. The Commissioner and employees of the General Land Office are honored to serve the people of Texas. Please let us know, through any of the means discussed above, if you have any comments about our service. We stand ready to consider your feedback and improve our service. For more information, contact us