July 10, 2009

Dear Friends:

I'd like to invite those of you who reside in Volusia, Seminole, Orange, Brevard, Osceola, Indian River, Okeechobee and St. Lucie counties to join me for an online conversation this Wednesday, July 15, from 12 to 3 p.m. I will be holding "Quality on the Line" online office hours, so you can tell me about your experience with DBPR and offer insight and suggestions.

The best part about "Quality on the Line" is that it creates a mutually beneficial relationship between me and you, the customer. You have the opportunity to go "straight to the top" and have your concerns heard. It's an opportunity for you to affect real change by recommending enhanced processes and even new legislation, or by just sharing your experience with DBPR.

Conversely, I have the opportunity to listen to the end-user. You have unique insight into the department and its processes that I could never have because I’m so immersed in the day-to-day operations. By listening to you, I can hear an objective perspective on how things are going and where, perhaps, we need to focus our resources. I am so grateful to those of you who have already participated, and I look forward to hearing from those of you I've not yet heard from this Wednesday. I will personally respond to every e-mail that comes in, and I truly look forward to it.

Also, I'd like to take a moment to share one great success we've had in improving customer service. The Division of Hotels and Restaurants had launched a pilot program earlier this year so restaurants that qualify can go through an electronic plan review. This electronic review reduces the overall processing time by six days. In fact, McDonald's used this process for more than 500 of its McCafés.

Enjoy your weekend, I hope to hear from you on Wednesday.

Sincerely,

Charles W. Drago
Secretary

Department of Business and
Professional Regulation
1940 North Monroe Street
Tallahassee, Florida 32399
Customer Contact Center:
850.487.1395
www.MyFloridaLicense.com