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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

The GLO's Customer Service Representative, Mary Ann Young, is available to receive and obtain a response to complaints:
Mail: PO Box 12873, Room 934B
Austin, Texas 78711-2873
Fax: (512) 475-1558
Phone: (512) 475-0105
E-mail: Mary Ann Young

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 James LeGrand
Chief Administrative Officer
Phone: 512-475-1269
Fax: 512-305-9273
Room: 710H
Email: James LeGrand
     
Archives & Records Mark Lambert,
Deputy Commissioner
Phone: 512-463-5260
Fax: 512-475-4619
Room: 131A
Email: Mark Lambert
     
Coastal Resources Helen Young,
Deputy Commissioner
Phone: 512-463-5338
Fax: 512-463-5233
Room: 335
Email: Helen Young
     
Disaster Recovery Jorge Ramirez,
Director
Phone: 512-475-5015
Fax: 512-475-5150
Room: Field
Email: Jorge Ramirez
     
Energy Resources Louis Renaud,
Deputy Commissioner
Phone: 512-305-9104
Fax: 512-475-1543
Room: 840
Email: Louis Renaud
     
Executive Larry Laine,
Deputy Land Commissioner
and Chief Clerk
Phone: 512-936-1927
Fax: 512-463-5248
Room: 942B
Email: Larry Laine
     
Financial Management Kenny McLeskey,
Deputy Commissioner  
Phone: 512-475-0686
Fax: 512-305-9273
Room: 700G
Email: Kenny McLeskey
     
Funds Management Rusty Martin,
Director
Phone: 512-463-5120
Fax: 512-463-5081
Room: 960A
Email: Rusty Martin
     
Human Resources Greg Simpson,
Director
Phone: 512-305-9124
Fax: 512-475-1555
Room: 730C
Email: Greg Simpson
     
Information Systems Stephen Paxman,
Deputy Commissioner
Phone: 512-463-5361
Fax: 512-463-5029
Room: 970F
Email: Stephen Paxman
     
Internal Audit Tracey Hall,
Deputy Commissioner
Internal Audit
Phone: 512-463-6078
Fax: 512-463-9598
Room: 1003
Email: Tracey Hall    
     
Legal Services Bill Warnick,
General Council and Deputy Commissioner for Legal Services
Phone: 512-936-1925
Fax: 512-463-5248
Room: 942D
Email: Bill Warnick  
     
Office of Communications Mark Loeffler,
Communications Director and Public Information Officer
hone: 512-936-1945
Fax: 512-475-1415
Room: 931C
Email: Mark Loeffler  
     
Oil Spill Prevention
and Response
Greg Pollock,
Deputy Commissioner
Phone: 512-463-5329
Fax: 512-475-1560
Room: 340
Email: Greg Pollock
     
Professional Services Rene Truan,
Deputy Commissioner
Phone: 512-463-5200
Fax: 512-936-1961
Room: 111A
Email: Rene Truan
     
Policy and Governmental Affairs Susan Biles,
Director
Phone: 512-463-2380
Fax: 512-305-8937
Room: 1003
Email: Susan Biles
     
Veterans Land Board
Veterans Land and Housing
Bill McLemore,
Deputy Commissioner
Phone: 512-463-5401
Fax: 512-475-1425
Room: 810
Email: Bill McLemore
     
Veterans Land Board
Veterans Homes and Cemeteries
John Berkely
Deputy Commissioner
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