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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- To 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.
- 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
- 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.
- 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 | Greg Pollock , Senior Deputy Director |
Phone: 512-463-5329 Fax: 512-463-5233 Room 335 Email: Greg Pollock |
| Coastal Resources | David Green, Deputy Director |
Phone: 512-463-5338 Fax: 512-463-5233 Room: 335 Email: David Green |
| Community Development and Revitalization | Greg Pollock, Senior Deputy Director |
Phone: 512-463-5329 Fax: 512-475-5150 Room: Field Email: Greg Pollock |
| Energy Resources | Robert Hatter, Deputy Director |
Phone: 512-475-1542 Fax: 512-475-1543 Room: 840 Email: Robert Hatter |
| Executive | Mark Havens, Chief Clerk |
Phone: 512-936-4441 Fax: 512-463-5248 Room: 942B Email: Mark Havens |
| Financial Management | David Repp, Chief Financial Officer |
Phone: 512-475-0686 Fax: 512-305-9273 Room: 700G Email: David Repp |
| Governmental Relations | Molly Quirk Deputy Director |
Phone: 512-936-3570 Fax: 512-463-5248 Room: 954C Email: Molly Quirk |
| Human Resources | Stacey McClure, Deputy Director |
Phone: 512-463-5128 Fax: 512-475-1555 Room: 730C Email: Stacey McClure |
| Information Systems | Cory Wilburn Chief Information Officer |
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 | Stephen Chang, Director |
Phone: 512-475-5144 Fax: 512-475-1415 Room: 931C Email: Karina Erickson |
| Office of General Counsel | Jeff Gordon , General Counsel |
Phone: 512-463-7205 Fax: 512-463-5248 Room: 942D Email: Jeff Gordon |
| Oil Spill Prevention and Response | Jimmy A. Martinez, Deputy Director |
Phone: 512-463-5278 Fax: 512-475-1560 Room: 340 Email: Jimmy A. Martinez |
| PSF Investments | Rusty Martin, Chief Investment Officer |
Phone: 512-463-5120 Fax: 512-463-5081 Room: 710H Email: Rusty Martin |
| Veterans Land Board Veterans Land and Housing |
Charlotte Mumphord, Deputy Director |
Phone: 512-463-5092 Fax: 512-475-1425 Room: 810 D Email: Charlotte Mumphord |
| 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 guidelines:
- Non-delivery of product. Due to circumstances beyond our control, deliveries may be lost or damaged. Please contact TGLO via email or phone and we will be glad to replace your order or refund your monies, as appropriate.
- Service Fees and Veterans Home payments. Payments for these services may be eligible for a refund in certain limited circumstances. Please contact either the VLB Veterans Homes division or the Financial Management division of the TGLO if you believe a refund may be appropriate.
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.