Performance Quality Recognition Program

Performance Quality Recognition Program

Texas Department of Motor Vehicles' Performance Quality Recognition Program Logo The Texas Department of Motor Vehicles (TxDMV) established the Performance Quality Recognition Program (PQRP) to recognize county tax assessor-collectors that go above and beyond in complying with Texas laws, agency rules, and exceeding expected customer service. The department is charged by statute to establish standards for uniformity and service quality for counties. This program provides the best practices the department has determined to recognize county tax assessor-collectors and their offices for outstanding performance and efficiency in processing title and registration transactions.

This is a voluntary multi-level recognition program available to all 254 county tax assessor-collectors. The three levels of recognition for the program are Bronze, Silver, and Gold. Each level contains criterion in the following five categories, Business Process, Fraud Prevention, Customer Service, and Training. All county tax assessor-collectors interested in participating in the program must apply for a designated level and meet all criterion requirements outlined for that level of recognition in addition to the requirements outlined for any level prior.

A list of counties achieving one of the three levels of recognition will be available following the conclusion of the initial award cycle.

Evaluation Period

September 1 through August 31.

Deadline

Received by the Department or postmarked no later than October 31.

Application Submission

For mailed applications, please send to:

Texas Department of Motor Vehicles
Attn: County Recognition Program
4000 Jackson Ave. Bldg. 1
Austin, TX 78731

For emailed applications, please send to County-Recognition@TxDMV.gov

For questions, please contact your local Regional Service Center.

For detailed instructions and specifications for the program, review the Performance Quality Recognition Program Guide and Application:

Bronze-Level Performance Quality Recognition Program Logo Tax assessor-collectors meeting the Bronze level of recognition have demonstrated compliance with the statutory requirements of the office of tax assessor–collector as well as shown a commitment to preventing fraud;, providing a high level of customer service; and training employees.

The following highlight the criteria for the Bronze level of recognition. Each criteria is worth one (1) point. Counties must meet all 12 criteria for a total of 12 points to receive Bronze Level recognition. Details for each criteria can be found in the guide.

Bronze Level

Business Process
  • 1pt. - B. 1 The county tax assessor-collector has completed the oath of office (Required)
  • 1pt. - B.2 Maintain required bond amounts (Required)
  • 1pt. - B.3 Remit registration fee collections on time (Required)
  • 1pt. - B.4 Remit motor vehicle sales tax and penalties on time (Required)
  • 1pt. - B.5 Charges only fees allowed (Required)
  • 1pt. - B.6 Contact Information Provided to TxDMV (Required)
Fraud Prevention
  • 1pt. - B.7 Have a fraud, waste, and abuse prevention policy (Required)
  • 1pt. - B.8 Staff required to complete non-disclosure agreement for Driver's Privacy Protection Act (DPPA) (Required)
Customer Service
  • 1pt. - B.9 Dedicated county tax assessor-collector office website (Required)
  • 1pt. - B.10 Compact with citizens (Required)
Training
  • 1pt. - B.11 Commitment to training (Required)
  • 1pt. - B.12 Maintain accurate RTS and TxDMV eLearning user access (Required)

Silver Performance Quality Recognition Program Logo Tax assessor-collectors meeting the Silver level of recognition provide excellent title and registration services and have demonstrated compliance with the statutory requirements of the office of tax assessor–collector as well as shown a commitment to preventing fraud; providing a high level of customer service; and training employees through the adoption of policies and procedures

The following highlight the criteria for the Silver level of recognition. Each criteria is worth one (1) point unless otherwise stated. Counties must meet the nine (9) required criteria and any electives that amount to five (5) additional points to reach a total of 14 points to receive the Silver level of recognition. Details for each criteria can be found in the guide.

Silver Level

Business Process
  • 1pt. - S.1 TxDMV Annual inventory concludes with no discrepancies found (Required)
  • 1pt. - S.2 Participation in GovDelivery (RTBs and notifications system) (Required)
  • 1pt. - S.3 Promotes use of webDEALER (Elective)
  • 1pt. - S.4 Promote customer efficiencies by use of webSUB (Elective)
  • 1pt. - S.5 Monitor and maintain turnaround time for mailed renewals (Elective)
  • 1pt. - S.6 Monitor and maintain turnaround time for titles (Elective)
Fraud Prevention
  • 1pt. - S.7 Have a fraud, waste or abuse prevention program and training program (Required)
  • 1pt. - S.8 Controls and procedures to prevent theft and misappropriation of funds (Required)
  • 1pt. - S.9 Work closely with and assist local law enforcement (Elective)
Customer Service
  • 1pt. - S.10 Offers customer surveys to collect customer satisfaction (Required)
  • 1pt. - S.11 Publish motor vehicle services and information on county tax assessor-collector's website (Required)
  • 1pt. - S.12 Partnership with other counties to encourage information sharing (Elective)
  • 1pt. - S.13 Engage in outreach activities to notify customers about motor vehicle services (Elective)
  • 1pt. - S.14 Use queuing system/equipment to manage customer wait times (Elective)
  • 1pt. - S.15 Provide motor vehicle service information to non-English speaking customers (Elective)
  • 1pt. - S.16 Alternative county business hours (Elective)
  • 1pt. - S.17 Customer service workflow efficiencies (Elective)
Training
  • 1pt. - S.18 Staff participation in TxDMV webinars related to policy or procedures (Required)
  • 1pt. - S.19 County Tax Assessor-Collector receives Continuing Education Credits through TxDMV webinars (Required)
  • 1pt. - S.20 County TAC staff conducts on-site spot checks of all county locations and deputy locations (Required)
  • 1pt. - S.21 Staff participation in training or certification programs (Elective)
  • 1 - 2pts. - S.22 Staff participation in Information Technology (IT) security practices or training (Elective)

Gold Performance Quality Recognition Program Logo Tax assessor-collectors meeting the Gold level of recognition have demonstrated superior title and registration services and have demonstrated compliance with the statutory requirements of the office of tax assessor–collector as well as shown a commitment to preventing fraud, providing a high level of customer service, and training employees through the adoption of policies and procedures. A tax assessor-collector reaching gold level has demonstrated excellence through performance of the policies and procedures they follow.

The following highlight the criteria for the Gold level of recognition. Each criteria is worth one (1) point unless otherwise stated. Counties must meet the six (6) criteria that are required plus any of the electives needed to reach the required 24 point total to receive Gold level recognition. Details for each criteria can be found in the guide.

Gold Level

Business Process
  • 1pt. - G.1 TxDMV Field Service Representative review concludes with no concerns (Required)
  • 1pt. - G.2 Participation in GovDelivery by stakeholders (RTBs and notifications system) (Required)
  • 1-3pts. - G.3 Promote efficient titling by use of webDEALER (Elective)
  • 1-3pts. - G.4 Alternate business hours through use of webSUB (Elective)
  • 1-3pts. - G.5 Average mailed renewal turnaround time (Elective)
  • 1-3pts. - G.6 Average title turnaround time (Elective)
Fraud Prevention
  • 1-3pts. - G.7 Percentage of staff participation in the county tax assessor-collector's fraud, waste, and abuse training (Required)
  • 1pt. - G.8 Establish an annual anti-fraud promotion event (Elective)
  • 1-2pts. - G.9 Expand local law enforcement partnership (Elective)
Customer Service
  • 1-3pts. - G.10 Customer satisfaction ratings (Required)
  • 1pt. - G.11 County website analytics (Elective)
  • 1pt. - G.12 Demonstrated information sharing between counties (Elective)
  • 1pt. - G.13 Results of public outreach activities (Elective)
  • 1-3pts. - G.14 Average customer wait times (Elective)
  • 1pt. - G.15 Staff availability to assist non-English speaking customers (Elective)
  • 1pt. - G.16 Report on customers served during alternative business hours (Elective)
  • 1pt. - G.17 Alternative customer service locations (Elective)
Training
  • 1-3pts. - G.18 Percentage of staff participation in TxDMV webinars (Required)
  • 1 or 3pts. - G.19 County tax assessor-collector completion of professional training (Required)
  • 1pt. - G.20 Proper notation to prevent NMVTIS error 910 (5% error rate) (Elective)
  • 1pt. - G.21 Completion of all TxDMV eLearning modules (Elective)
  • 1-3pts. - G.22 Percentage of staff participation in IT Security training (Elective)

2022

The following Texas counties earned Gold Level recognition:

  • Tarrant County

The following Texas counties earned Silver Level recognition:

  • Bexar County
  • McLennan County

The following Texas counties earned Bronze Level recognition:

  • Brazoria County
  • Karnes County

2021

The following Texas counties earned Gold Level recognition:

  • Galveston County
  • Montgomery County

The following Texas counties earned Silver Level recognition:

  • No Silver awards

The following Texas counties earned Bronze Level recognition:

  • Bexar County
  • Williamson County

2020

The following Texas counties earned Gold Level recognition:

  • Montgomery County

The following Texas counties earned Silver Level recognition:

  • No Silver awards

The following Texas counties earned Bronze Level recognition:

  • McLennan County

2019

The following Texas counties earned Gold Level recognition:

  • Wichita County

The following Texas counties earned Silver Level recognition:

  • No Silver awards

The following Texas counties earned Bronze Level recognition:

  • Comal County
  • Gonzales County
  • Grayson County
  • Midland County
  • Mills County

2018

The following Texas counties earned Gold Level recognition:

  • Bee County
  • Williamson County

The following Texas counties earned Silver Level recognition:

  • Galveston County
  • Grimes County

The following Texas counties earned Bronze Level recognition:

  • Austin County
  • Madison County
  • Waller County

2017

The following Texas counties earned Silver Level recognition:

  • Andrews County
  • Bee County
  • Wichita County

The following Texas counties earned Bronze Level recognition:

  • Archer County
  • Eastland County
  • Goliad County
  • Irion County
  • San Patricio County