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The Bottom Line

Department of Business and Professional Regulation

September 20, 2013

Dear Friends,

Throughout this year, the Department has made great strides toward being more efficient and creating an environment where qualified licensees have a better experience with us. Because there have been a number of improvements, I thought I’d check-in and make you all aware of where we are.

On the outside, it may surprise you when I say that we have more than one million customers – both licensed businesses and professionals. Now, think about this – when each customer needs assistance, they reach out to us for help. Recently, the Customer Contact Center ran a report that noted they received more than one million calls in a year, and the average hold time was less than two minutes. This is a significant achievement because we know how busy our licensees are and we don’t want to take up their precious time when they can be getting back to work.

Next, some of you may not realize the extensive online system we have in place to make the application and renewal process quicker and more efficient. During fiscal year 2012-2013, more than 40 percent of all licensure applications were filed online, which expedited the licensing process. Moreover, our system currently allows most business types the option to renew online and the average license processing time is less than three days.

Not only has our average license processing time reduced, we have made several improvements to applications so they are less confusing and only ask relevant questions and require relevant information to be submitted. As a result, we have noticed a reduced amount of application deficiencies allowing qualified professionals to get to work faster.

Lastly, it’s important to note that we don’t only serve our licensees. The safety of the public is something that is always top-of-mind, so we do our best to provide as much information on our website as possible. Information regarding licensed individuals and businesses, how to file a complaint and hotel and restaurant inspection reports are available to you 24 hours a day on our website at www.myfloridalicense.com.

These facts are just a few things I am proud of as Secretary. We come to work each day asking ourselves how we can be better, what can we do to get Floridians back to work quicker, and I am thrilled to report such successes with our processes. As always, I welcome your feedback so we may continue to be the best that we can be to serve you, our licensees and the people of Florida!


Ken Lawson’s Signature

Ken Lawson

Department of Business and
Professional Regulation
2601 Blair Stone Road
Tallahassee, Florida 32399
Customer Contact Center:


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