The State Office of Risk Management was created by the 75th Texas Legislature
to provide risk management services to state agencies and to administer
workers’ compensation claims for state employees. SORM is committed
to providing the best possible customer service to state agencies and their
The State Office of Risk Management will provide active leadership
to enable State of Texas agencies to protect their employees, the general
public, and the state’s physical and financial assets by reducing
and controlling risk in the most efficient and cost-effective manner.
The State Office of Risk Management will act in accordance with the
highest standards of ethics, fairness, accountability, and humanity for
both our customers and our employees. Customer service is a cornerstone
of our mission.
Our customer service initiatives are aligned with objectives, including
preventing injuries, paying workers’ compensation benefits, and controlling
costs. We strive to provide our customers with the best products and services,
especially in helping state agencies reduce their injury risks, in helping
state employees with their workers’ compensation claims, and in helping
state agencies keep risk management and workers’ compensation costs
to a minimum.
We have established guidelines ensuring quality customer service and timely
responses to inquiries. The guidelines promote continuous improvement, quality
assurance, and process improvements. If a customer files a complaint, our
staff will investigate the complaint and, if warranted, enact a process
to make changes and monitor their results. These steps were developed to
ensure customer satisfaction.
Standards include designating a SORM Customer Service Representative, making
timely responses to verbal and written complaints, allowing customers to
access our various reports online and creating a question-and-answer section
on our Web site.
State government agencies establish these kinds of customer service standards, as outlined in Texas Government Code, Chapter 2114, the “Compact with Texans”.