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Several Options Exist for Streamlining State Agency Contact Centers, Report No. 09-43, December 2009
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State agencies operate 49 customer contact centers to address citizen needs at an annual cost of over $149 million. Although agencies have made efforts to streamline these centers in recent fiscal years, the Legislature could consider additional opportunities to achieve efficiencies and cost-savings. These options include co-locating the sites of contact centers that use multiple locations; consolidating all of an agency’s contact centers; consolidating contact center locations with similar functions; combining all state agency contact centers into a single center; and consolidating all contact center information technology statewide. There are advantages and disadvantages associated with each of these options.

Which Government Program Summaries contain related information?

Department of Business and Professional Regulation
General Tax Administration
Department of Financial Services Consumer Services
Department of Agriculture and Consumer Services Consumer Services

    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).
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