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 employees.
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”.