The Department of Business and Professional Regulation's call center and single licensing project was intended to improve business operations across divisions, improve customer service, centralize application processing, and streamline operations. The project has centralized many functions and produced cost savings. However, it has not achieved all of its objectives, and one-third of recent customers who responded to our survey were not satisfied with the Customer Contact Center's services. The department should facilitate electronic application submission for all licenses and seek to eliminate duplicative data systems. In addition, as the department's contract with its vendor will expire in 2008, it should begin a comprehensive analysis of post-contract options and report these results to the Legislature.
View Report