Florida Senate - 2026                                    SB 1192
       
       
        
       By Senator Polsky
       
       
       
       
       
       30-01016B-26                                          20261192__
    1                        A bill to be entitled                      
    2         An act relating to customer service callback queues;
    3         amending s. 23.30, F.S.; defining the term “callback
    4         queue”; establishing a pilot program to require
    5         specified agencies to use a callback queue for
    6         returning certain calls; requiring calls to be
    7         returned in a specified manner; requiring pilot
    8         program participants to report specified information
    9         to the Legislature by a certain date; providing an
   10         effective date.
   11          
   12  Be It Enacted by the Legislature of the State of Florida:
   13  
   14         Section 1. Present subsections (5) through (8) of section
   15  23.30, Florida Statutes, are redesignated as subsections (6)
   16  through (9), respectively, and a new subsection (5) is added to
   17  that section, to read:
   18         23.30 Florida Customer Service Standards Act.—
   19         (5) PILOT PROGRAMS.—
   20         (a) As used in this subsection, the term “callback queue”
   21  means a system that allows a caller to leave a telephone number
   22  at which he or she can be reached at a later time rather than
   23  receiving no answer to his or her call or remaining on hold.
   24         (b) A pilot program is implemented to require a callback
   25  queue to be used:
   26         1. By the Department of Commerce in returning calls from
   27  claimants concerning reemployment assistance.
   28         2. By the Department of Children and Families in returning
   29  calls concerning public benefits and services.
   30         (c) All calls must be returned, in the order in which
   31  received, by the end of the next business day.
   32         (d) On or before December 31, 2027, any department that
   33  participates in the pilot program must submit a report to the
   34  President of the Senate and the Speaker of the House of
   35  Representatives which includes information concerning the
   36  effectiveness of the pilot program, any suggested changes to the
   37  program, and a recommendation as to whether the program should
   38  be continued or expanded.
   39         Section 2. This act shall take effect July 1, 2026.