Florida Senate - 2025                             CS for SB 1088
       
       
        
       By the Committee on Governmental Oversight and Accountability;
       and Senator Polsky
       
       
       
       
       585-03147-25                                          20251088c1
    1                        A bill to be entitled                      
    2         An act relating to state department customer service
    3         standards; amending s. 23.30, F.S.; requiring state
    4         departments to employ a callback queue system for
    5         customers who contact the departments by telephone;
    6         providing an effective date.
    7          
    8  Be It Enacted by the Legislature of the State of Florida:
    9  
   10         Section 1. Present paragraphs (e) through (k) of subsection
   11  (4) of section 23.30, Florida Statutes, are redesignated as
   12  paragraphs (f) through (l), respectively, and a new paragraph
   13  (e) is added to that subsection, to read:
   14         23.30 Florida Customer Service Standards Act.—
   15         (4) MEASURES TO BE IMPLEMENTED.—State departments shall:
   16         (e) Employ a system by which a customer who calls a
   17  department’s centralized call center or directly to a department
   18  employee or employees designated to receive customer calls has
   19  the option of being placed in a callback queue to receive a call
   20  at a later designated time, while maintaining his or her place
   21  in line, instead of waiting on hold or allowing the telephone to
   22  continuously ring.
   23         Section 2. This act shall take effect July 1, 2025.