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    Compact With Texans

    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 1,000skilled 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, Gloria Conerly, is available to receive and obtain a response to complaints.

    Mail: PO Box 12873, Room 935
    Austin, Texas 78711-2873
    Fax: (512) 463-5248
    Phone: (512) 463-5146
    E-mail: Gloria Conerly

    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

    Archives & Records

    Mark Lambert,
    Deputy Director

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

    Asset Enhancement

    Brian Carter,
    Senior Deputy Director

    Phone: 512-936-0902
    Fax: 512-463-5098
    Room 840O
    Email: Brian Carter

    Coastal Protection

    Ken Wisian,
    Senior Deputy Director

    Phone: 512-463-5087
    Fax: 512-463-5233
    Room 335
    Email: Ken Wisian

    Coastal Resources

    David Green,
    Interim Deputy Director

    Phone: 512-463-5338
    Fax: 512-463-5233
    Room: 335
    Email: David Green

    Community Development and Revitalization 

    Pete Phillips,
    Deputy Director

    Phone: 512-475-5015
    Fax: 512-475-5150 
    Room: Field
    Email: Pete Phillips

    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

    Don Forse,
    Director

    Phone: 512-936-3572
    Fax: 512-463-5248
    Room: 954C
    Email: Don Forse

    Human Resources

    Kalani Hawks,
    Deputy Director

    Phone: 512-463-6293 
    Fax: 512-475-1555
    Room: 730C
    Email: Kalani Hawks

    Information Systems

    Cory Wilburn
    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

    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 Programs

    Matthew Elledge,
    Senior Deputy Director

    Phone: 512-463-2317
    Fax: 512-475-0675
    Room: 708H
    Email: Matthew Elledge

    Veterans Land Board
    Veterans Land and Housing

    Bill McLemore,
    Deputy Director

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

    Veterans Land Board
    Veterans Homes

    John Berkely
    Deputy Director

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

    Veterans Land Board
    Veterans Cemeteries

    Eric Brown,
    Deputy Director

    Phone: 512-463-5977
    Fax: 512-475-2294
    Room: 740E
    Email: Eric Brown


    C. Internet

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

    2. Return / Refund Policy: We will refund monies paid by members of the public for goods and/or services using the following guidleines:

    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