2004 Customer Satisfaction Survey (PDF, 566 KB) - TEA - Home ...

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a person to answer that phone call rather than consistent voice mail. Get more staff. Not such a wait time when calling by phone with a question. Don’t make it so hard to get through to a live person. Line is continually busy. It would be nice to have our staff back. Humans to answer the phone. TEA – Unknowledgeable / Not Helpful / Unprofessional I feel that it is difficult for me to answer these questions because I don’t know as I could tell you what services TEA has delivered or what information has clearly come from TEA. I feel that communication about expectations for teachers and certification information is not well communicated AT ALL. Why are there so many different paths to certification and not a single, easy reference about them all? It is almost as if one has to already be in this profession or know someone who is in order to get into it. The communication from the state, especially regarding certification expectations, is horrible. I do not like having to talk to the computer and why if you are so technologically connected does it take 6-8 weeks to receive anything from you? If the computer is set up to handle all questions, which I don’t think it is, then cut money from YOUR employee budget instead of ours! But then what do we know we are simply teachers working in the trenches and hoping that you will watch out for us as we do our jobs! NOT! Staff that has experience in their area. Most of the most experienced ones have moved on. Too frequent reorganizations, lack of consistency. When trying to make contact with the person they referred you to, the person was always out of the office or at lunch. Problem was never solved. I do not like getting referred to a website for answers to my questions about the excessive TAKS testing in elementary school, particularly 5th grade. When I inquired about why the passing standards were so much higher for the 5th grade science TAKS test compared to ANY other test from grades 3- 12, I was given a website to go to, instead of a person answering my question. This question has remained unanswered for me, and I would still like this question answered. Thank you. When I have called to get answers about TAKS, or Dyslexia, or 504, no one can answer the questions and I get routed to different people, transferred on the phone 4 times. When I call on the phone, it seems as if EVERY person I speak to has a different answer for the same question(s). This is very frustrating and confusing! When I call TEA for clarification on a matter, they refuse to give me the information in writing. Depending on who you talk to when you call, you get different answers. Hence their reluctance to put anything down in writing! I wouldn’t be calling if I didn’t need a clear cut, definitive answer on something. I call and get one answer, a colleague calls and gets another. I see this as a MAJOR problem. Web site is fantastic. Personnel are rude, rude, rude! I hate it when I have to deal with a real live person there. Personnel are so condescending. It’s a not so funny joke that if you call TEA and don’t like the answer you get. Just call someone else until you do. I don’t have personal experience with this, but any decision sent down from TEA is met with cynicism! It will probably change shortly. The refusal to withdraw our status as an unsafe school and the fact that we had to implement items, even though everyone knew it was a mistake, was ridiculous. Where is the common sense? Get receptionists that know where to send someone that calls for assistance. Do something about the time it takes to get a reply. Do something about wait time on hold. I have had difficulty finding the information that I wanted. e.g. the Texas Ed. Code. I was extremely unhappy when I was told that I had to in effect re-register with the SBEC because no one bothered to transfer existing files when they moved into their own building. This would come under "think it through" service. Personnel have more knowledge in their work area to better service others. When I have a question I often times feel rushed and not given the appropriate amount of information. Survey Research Center, University Of North Texas 169
TEA – Not Effective / Unrealistic Get reasonable! How about delivering some reality. Start caring about "real kids." Get your heads out of your utopian dream world butts and give some of these kids a chance to succeed. Quit thinking that all kids actually want an education and misbehave simply because they are frustrated with poor teaching and figure out how to serve those kids who don’t, won’t and will never care about school. The pressure you are putting on teachers and administrators only serve to drive good people out of the business. Realize also that all the training in the world may change your brain or the way you think, but not necessarily your heart and the way you feel. I hate to be negative, but the short time I have been in administration, I have rarely been able to go to teachers and tell them something positive that comes from you. They need to hear something positive. It seems that the information we get from TEA is coming from people with no experience in public education. Mandates are frequently unreasonable and allow unrealistic turnaround. Funding / Financing Detailed, easy to understand terms, funding information that legislation is working on. How are we (Texans) going to pay for what we need in education? More money is need for many things and TEA should be a part of letting legislators know this. When TEA contacts are made, they usually go through a central office person who then relays the information to us. We work within the guidelines of our central office people. Some insist that we go through them, others allow direct contact. That’s why my contact with TEA this year has been limited. Another issue I would like to address is the grant program. Almost all grants are given to schools who have at least 50% economically disadvantaged students. I know they need help, but they have Title I funding and other sources. My school has 18, 20% and no grant funding is available for us. Our teachers must do tutoring during their lunch hour and before and after school. In addition to economically disadvantaged, we have a fairly large population of students whose ability level falls between 70, 90. These children can learn, but it takes much longer. I wish there were grants available for those of us who are the, in, betweens, in all areas. I want to compliment our area service center. Region 16 does an excellent job of trying to meet the diverse needs of the schools in this area. We depend on them so much for staff development. I don’t know what the smaller area schools would do without them. I’ve worked in four service center areas and all have been good, Region 16 is the best, by far. Provide funding, support and time for TEA student support to continue to provide the TEA sponsored School Counselor conferences yearly. I have specifically sought out information on where the lottery money is coming into play since it was supposedly set aside for education. We have had a hard time getting information that we can make heads or tails of as to where the money is going. Focus on channeling funds to direct student services and proven student support programs, cutting to the bone redundancy in paperwork and non-proven strategy initiatives. I understood that the lottery was created to help fund the education services in Texas in 1991. What happened? How much lotto money is used for education? Stick to what works. Find a funding solution that’s fair and can provide for teachers and students. Don’t remove class size minimums. I am concerned about Robin Hood. Be more proactive with the legislature on funding issues. Adjust the LEP exemption guidelines to be fair to these students. TEA is great at getting information out, but poor about helping fix some of the states largest problems. NCLB is not a bad thing, but TEA should be actively involved with the federal government on the logistics of implementation instead of just notifying educators in Texas of what is happening. Texas should be leaders in this. I would like to commend the NCLB division! Their customer service is by far the best in the agency and their website is excellent. PLEASE PUT THE FUNDING BACK IN THEIR DIVISION! It was so much easier to get information in a timely manner. The discretionary grants are a MESS! The applications are ridiculous and every time I call for assistance I get shuffled anywhere from 2 to 4 times and usually never get an answer. It is absolutely absurd! NO MORE EXCUSES ABOUT BEING SHORT Survey Research Center, University Of North Texas 170
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2004 Survey of Customer Satisfactio
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VII. TEA WEBSITE ..................
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LIST OF TABLES Table 1 Customer Pop
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Table 54 Visited TEA Website for Da
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II. METHODOLOGY Instrument TEA desi
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There appears to have been some dif
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ESC Region 01 02 03 04 05 06 07 08
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ESC Region 01 02 03 04 05 06 07 08
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ESC Region 01 02 03 04 05 06 07 08
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• ESC Region 01 02 03 04 05 06 07
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Table 8 Method of Contacting TEA Fo
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Table 9 Method of Contacting TEA Fo
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Table 10 Method of Contacting TEA F
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Table 11 Method of Contacting TEA F
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Table 13 Methods Used to Contact TE
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Accountability and Data Quality Tab
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School Finance and Fiscal Analysis
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Operations and Fiscal Management Ta
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Table 21 Methods Used to Contact TE
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Table 23 TEA Provides Reliable and
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Table 25 TEA is Responsive to E-mai
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Process Table 27 Contacts are Usual
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Table 29 My Complaint Would be Addr
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Principals • The combined percent
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Table 32 Overall Satisfaction with
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Table 36 Effectiveness of Electroni
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Table 38 TEA Program Guidance/Curri
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Table 40 TEA Grant Information is R
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Overall Satisfaction with Informati
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VI. TEA STRATEGIC PLANNING Table 47
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VII. TEA WEBSITE Table 48 Visited T
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Table 50 Visited TEA Website for As
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Table 52 Visited TEA Website for Te
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Table 54 Visited TEA Website for Da
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Table 56 Visited TEA Website for Ed
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Table 58 Visited TEA Website for Sc
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Component Ratings Table 60 Easy to
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Table 62 Website Contains Clear Inf
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VIII. OVERALL SATISFACTION WITH TEA
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Table 66 Satisfaction with Standard
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Interventions and Special Investiga
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Strategy and Grants Management Tabl
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Commissioner Table 72 Satisfaction
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Agency Table 74 Overall Satisfactio
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IX. CONCLUSIONS The findings from t
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APPENDIX A: SURVEY INSTRUMENT Surve
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Infrastructure, Information Systems
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F. Overall Satisfaction I am satisf
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APPENDIX B: POLICY ISSUES Survey Re
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TEA Website As a grant accountant f
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Principals: Gifted and Talented Exi
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Too much testing. Observation Proto
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an equity issue in Texas and this i
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certification for this has been dis
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Special Education Testing State Man
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More funding for Alternative School
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nothing to entice new educators in
Page 125 and 126: Teacher Pay/ Benefits 747 5 Health
Page 127 and 128: Cutbacks to health insurance for te
Page 129 and 130: Insisting that all students be in g
Page 131 and 132: they can better serve the needs of
Page 133 and 134: I think we have to modify too much
Page 135 and 136: as the SAT/ACT and additional AP te
Page 137 and 138: and I feel that quality teaching ha
Page 139 and 140: ural and inner city schools without
Page 141 and 142: Teacher Pay/ Benefits Teacher Healt
Page 143 and 144: We need a TEA contact for librarian
Page 145 and 146: Accountability With the present acc
Page 147 and 148: Parental Involvement/ Responsibilit
Page 149 and 150: use them in the classroom! Not an e
Page 151 and 152: acceptance, we get students to the
Page 153 and 154: our district just robs us somewhere
Page 155 and 156: APPENDIX C: ADDITIONAL COMMENTS Sur
Page 157 and 158: number of people Please put back th
Page 159 and 160: demanding quality and accountabilit
Page 161 and 162: our needs. The feedback I gave you
Page 163 and 164: TEA - Unknowledgeable / Not Helpful
Page 165 and 166: Develop and implement accountabilit
Page 167 and 168: I was very disappointed that I neve
Page 169 and 170: solutions. I think Region 10 and TE
Page 171 and 172: It just seems that I have to wade t
Page 173 and 174: Info - More Accurate / Clear info,
Page 175: Testing Requirements The TAKS testi
Page 179 and 180: have never happened if this monitor
Page 181 and 182: TEA must keep itself separate from
Page 183: esponsibilities, salaries, procedur
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2004 Customer Satisfaction Survey (PDF, 566 KB) - TEA - Home ...

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