(a) A state agency shall appoint a customer relations representative.
(b) The representative shall:
(1) coordinate the state agency’s customer service performance measurement under this chapter;
(2) gather information and evaluations from the public about an agency’s customer service;
(3) respond to customer concerns; and
(4) establish the agency’s compact with Texans under Subsection (c).

(c) Each state agency shall create a “Compact With Texans.” The compact must be approved by the Governor’s Office of Budget and Planning and the Legislative Budget Board. Each Compact With Texans shall set customer service standards and describe customer service principles for that agency and address:
(1) the agency’s procedures for responding to public contacts and complaints;
(2) applicable licensing and certification procedures; and
(3) customer waiting time for access and service delivery and responses to complaints.
(d) Each agency that maintains a website shall publish its Compact With Texans on that website.