FOR BUSINESSES
As directed by Governor Crist through "Accelerate Florida: Extending Florida's Economic Horizons," Secretary Drago and the Department of Business and Professional Regulation has been charged with promoting less intrusive, more effective government.
Since the "Accelerate Florida" initiative was announced on Aug. 26, the Department has been reviewing statutes, rules, procedures, and forms to ensure that:
- Regulation is exercised only to the extent necessary to ensure the public is protected.
- Professions, occupations, and businesses are regulated in a manner that does not restrict entry into the practice of the profession, occupation, or business, or limit the availability of services to the public.
- Regulation does not have an unreasonable affect on job creation or job retention, or place unreasonable restrictions on individuals finding employment.
- Regulation is cost-effective and has favorable economic impact, including the indirect costs to consumers.
Please find below some of the changes that have been made at DBPR to help accelerate Florida's economy and better serve you, our customer.
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Enhanced Web site Functionality | Provided more detailed and up-to-date information available 24/7. Saves applicants and agency money and expedites the licensing process. |
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Improved Application Process | Allowed applicants to complete applications electronically with the ability to save information to their personal computers for future editing and completion. Made the application process more convenient and reduced the amount of deficiency letters. |
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Filled Customer Contact Center Vacancies | Filled all positions, including call agents, supervisors, and trainers. Reduced customer hold times to two minutes from hold times of more than half an hour. |
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Added Bilingual Contact Center Agents | Cross-trained agents and adjusted skills-based settings so each bilingual agent supports a minimum of two subject matter areas. Reduced overall hold times for all customers. |
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Removed Supervisor Approval | Agents who have attained permanent Career Service status may now send customer requests for action or follow-up without supervisor approval. Increased efficiency in handling of customer requests and improved ability to adequately track and ensure customer resolution. |
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Restructured Contact Center | Increased staffing in each subject matter area based on the call volume demands of each section. Reconfigured Interactive Voice Response system (IVR) to better direct calls with skills-based routing allowing customers to speak with an agent trained in the subject matter area requested. |
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Removed Burdensome Policy | Rescinded policy that required agents to advise customers they must call back if they reached a subject matter expert who was not assigned to the subject matter they were calling about. |
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Enhanced Internal Routing System | Added routing system for the Division of Hotels & Restaurants and for the Division of Florida Condos, Timeshares and Mobile Homes. All customer requests are now routed through improved routing system. |
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Developed Contact Center E-mail Team | Employees on this team dedicate their time to responding to customer inquiries received via the CCC citizen e-mail. Reduced response time average from 30 days to 48 hours. |