Compact With Texans

The University of Texas at Tyler

The Compact with Texans is UT Tyler's promise of extraordinary service delivery to all who receive services from the university or otherwise conduct business with us. The Compact describes services offered, guiding service principles and standards, contacts for making information requests, and a procedure for addressing customer service complaints.

Services Provided at The University of Texas at Tyler

UT Tyler is a comprehensive academic institution that provides education leading to baccalaureate and masters degrees in the areas of Arts and Sciences, Business Administration, Education, Engineering, Humanities, Fine Arts, Nursing and Technology. Also, through its faculty and staff, it provides consultative services to both private and public sector organizations. It engages in community-based research in the East Texas Region, and provides cultural and social programs that affirm the cultural diversity of East Texas.

Customer Service Principles and Standards

The guiding principles behind the providing of services are stated in the Institution's Strategic Plan.

• We will promote inquiry and academic freedom.
• We will work together to achieve excellence.
• We will serve the public interest.
• We will promote stewardship of all resources
• We will display ethical behavior.
• We will display civility in all relationships.
• We will foster respect for all individuals and groups.
• We will utilize integrity in all transactions.
• We will be accountable for results and professional behavior.
• We will share governance and promote cooperation throughout the institution.
• We will promote openness and trust in all relationships.
• We will recognize personal and professional development and accomplishment.

UT Tyler is committed to providing accurate, timely, courteous, and thorough service to all UT Tyler constituents.

Our goal is to respond to written requests for admissions, financial aid, and academic records information in three working days and to respond to telephone requests within2 business days.

Our goal is to respond in two working days to all inquiries received by student activities, student development, student counseling center, academic enrichment center, career services, testing services, services to students with disabilities, and the dean of student affairs.

Our goal is to respond in two working days to each customer service “Comment Card” submitted.

Information Requests

Information about services is provided through the university website at: uttyler.edu; the publication of a biennial catalog is available online at:uttyler.edu/catalog/ ; course schedules are available online at: uttyler.edu/schedule/ ; a student newspaper; a large variety of program specific brochures; news releases; and direct oral and written communications to individuals and groups.

For general public information, contact the Office of Marketing and Communications.

Office of Marketing and Communications

Beverley S. Golden
Interim Vice President and Chief Communications Officer
The University of Texas at Tyler
3900 University Blvd.
Tyler, Texas 75799
Phone: 903.566.7303
Email: bgolden@uttyler.edu
Website: www.uttyler.edu/marketing

Customer Relations Contact

The Enrollment Services Center has a readily available supply of “Comment Cards” that can be used to submit customer service compliments, complaints, and inquiries. Compliments and complaints may also be submitted to the director of the office where the grievance originated. The University catalog details the grievance process for the assigning of course grades and other specific issues.

Questions or comments regarding customer relations may be directed to UT Tyler's customer relations representative:

David Barron
Associate Vice President for Enrollment Management
The University of Texas at Tyler
3900 University Blvd.
Tyler, TX 75799
Telephone: 903.566.7051
Fax: 903.565-5963
Email: dbarron@uttyler.edu
Website: www.uttyler.edu

Complaint Procedure:

The procedure for responding to customer service complaints will vary depending upon the nature of the complaint. The customer relations contact will refer complaints and inquiries to the appropriate university personnel for resolution and maintain a tracking system of complaints received.