Bill > S1192

This bill establishes a pilot program to improve customer service by requiring certain state agencies to use a "callback queue," which is a system allowing callers to leave their phone number to receive a return call later instead of waiting on hold or getting no answer. Specifically, the Department of Commerce will use this system for reemployment assistance calls, and the Department of Children and Families will use it for calls related to public benefits and services. All calls must be returned by the end of the next business day in the order they were received. Participating departments must report on the program's effectiveness, suggest changes, and recommend whether it should continue or expand to the Legislature by December 31, 2027, with the program set to begin on July 1, 2026.

Budget and Finance

https://www.flsenate.gov/Session/Bill/2026/1192