Florida Senate - 2026                             CS for SB 1192
       
       
        
       By the Committee on Appropriations; and Senators Polsky and
       Arrington
       
       
       
       
       576-03347-26                                          20261192c1
    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 the
    5         Department of Commerce to use a callback queue for
    6         returning certain calls; requiring that calls be
    7         returned in a specified manner; requiring the
    8         department to report specified information to the
    9         Legislature by a certain date; providing an effective
   10         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 PROGRAM.—
   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 by the Department of Commerce in returning
   26  calls from claimants concerning reemployment assistance.
   27         (c) All calls must be returned, in the order in which
   28  received, by the end of the next business day.
   29         (d) On or before December 31, 2027, the Department of
   30  Commerce must submit a report to the President of the Senate and
   31  the Speaker of the House of Representatives which includes
   32  information concerning the effectiveness of the pilot program,
   33  any suggested changes to the program, and a recommendation as to
   34  whether the program should be continued or expanded.
   35         Section 2. This act shall take effect July 1, 2026.