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Compact with Texans
The Texas Higher Education Coordinating Board owns and operates
www.WileysWay.net.
Agency Name:
Texas Higher Education Coordinating Board
Brief Description of
Services Offered:
The Coordinating Board's responsibilities fall into three major
areas:
* Coordination:
The Coordinating Board works with the Legislature, Governor,
and colleges and universities to coordinate Texas higher education
and expand access, improve equality and promote efficiency through
actions like the following:
* Develops higher education
plan
* Reviews and approves
degree programs and construction of major facilities
* Information:
Provides information on higher education to state policy makers
and citizens
* Administration:
Administers state and federal programs such as:
* Advanced Research Program
and Advanced Technology Program
* Hinson-Hazlewood College
Student Loan Program
* Carl D. Perkins Technical
Vocational Fund
Statement of Customer
Service Principles:
The Coordinating Board is committed to meeting the highest customer
service standards. In this Compact with Texans, we reaffirm the
Coordinating Board's commitment to professional service, responsiveness,
effective communication and follow-through with each of our customers.
Our customers can expect Coordinating Board employees to be courteous,
knowledgeable, and efficient when providing services. The Coordinating
Board is dedicated to the continual improvement of service delivery,
using customer comments to help improve services and minimize
response times.
Standard response times
for agency services, not related to financial aid, are as follows:
* General information requests
not requiring research and analysis are acknowledged and answered
within one day.
* Information requests
requiring research are processed within 10 working days.
* Universities and health-related
institutions' non-doctoral proposals submitted in complete form
and received before a quarterly board meeting are considered
no later than the third quarterly meeting following the proposal
submission. Doctoral proposals are considered within four quarterly
meetings following the first meeting after they are submitted.
The majority of proposals are acted upon sooner.
* Community and technical
college degree program proposals are acknowledged within 10 working
days, complete proposals are acted upon within 30 days.
* Facilities projects requests
requiring the Commissioner's approval are processed within 10
working days. All other facilities requests are processed within
90 days.
Response times for financial
aid services are as follows:
* Responses to the majority
of phone calls to the Division of Student Services are made in
less than two minutes.
* During peak periods,
expected response times are from 8 to 15 minutes to reach a loan
representative.
* Requests for loan deferments
and correspondence regarding loan accounts are processed within
seven working days.
* Loan applications are
processed within 20 working days.
* Grant applications are
processed within 10 working days.
* Payments are applied
to accounts within five working days.
Information requests:
The Texas Higher Education Coordinating Board can be accessed
through its web site at http://www.thecb.state.tx.us.
For information concerning
financial aid services, contact the Division of Student Services
at 1-800-242-3062 (Outside the Austin area) or at 512-427-6340
Inside the Austin Area).
For general public information,
contact the Office of Strategic Alliances.
Office of Strategic Alliances
Lora Weber, Director
Texas Higher Education Coordinating Board
P.O. Box 12788
Austin, Texas 78711
Telephone: (512) 427-6111
Fax: (512) 427-6127
lora.weber@THECB.state.tx.us
Customer Service Contact:
To file a complaint related to Coordinating Board activities
and matters within the Coordinating Board's authority, or to
inquire about the agency's customer service policies, contact:
Linda Battles, Assistant
to the Commissioner
Texas Higher Education Coordinating Board
P.O. Box 12788
Austin, Texas 78711
Telephone: (512) 427-6101
Fax: (512)427-6127
Linda.Battles@THECB.state.tx.us
Complaint procedure:
The customer service contact refers complaints and inquiries
to the appropriate agency personnel for resolution and maintains
a tracking system. When complaints are not resolved within 10
working days, the customer service contact intervenes to facilitate
resolution, referring the matter to the appropriate assistant
commissioner if necessary. Matters not able to be resolved by
an assistant commissioner are forwarded to the Commissioner for
resolution. For quality control, the customer service contact
may follow up on complaints that have been resolved by a division.
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