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Office of Program Policy Analysis and Government Accountability

DBPR Re-Engineering Has Achieved Cost Savings, But More Can Be Done to Centralize Functions and Improve Services, Report No. 05-60, December 2005
 
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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.

Which Government Program Summaries contain related information?

Department of Business and Professional Regulation (DBPR)

What other OPPAGA-related materials are available?

  • Report No. 10-20 Limited Data Is Available Regarding Number of Mandatory Homeowners Associations; Options Exist for Information Gathering and State Oversight,published in February 2010.
  • Report No. 07-44 DBPR Continues to Make Efforts to Streamline Processes and Improve Customer Service, published in November 2007.
  • Report No. 06-46 Progress Report: Division of Alcoholic Beverages and Tobacco Has Made Improvements, But Additional Steps Are Needed to Increase Efficiency, Customer Service, published in May 2006.
  • Report No. 04-20 Special Report: DBPR Tax Functions Are Appropriately Placed; Expanded Use of DOR Tax Processing System Should Be Considered, published in March 2004.

Copies of this report in print or alternate accessible format may be obtained by telephone (850/488-0021), by FAX (850/487-9213), in person, or by mail (OPPAGA Report Production, Claude Pepper Building, Room 312, 111 W. Madison St., Tallahassee, FL 32399-1475).
e-mail address: oppaga@oppaga.fl.gov


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