December 3, 2010

Dear Friends:

We know that bureaucrats, bureaucracy and government rules tend to "calcify" over time—like barnacles, they multiply slowly but relentlessly, and the more you get the slower and less responsive an agency becomes. Here at DBPR we have a number of mechanisms that enable us to chip away at the growth to make our agency, quicker, more nimble and more responsive. Recently, I asked our employees to provide me with a list of 10 things that DBPR does that the public hates—basically things that drive customers crazy.

Although it isn't pleasant to get negative feedback, I think that it is important in the process of improving our functioning to seek out the truth about how our operation affects citizens. Many employees raised issues that we were aware of and are in the process of fixing. Others raised new issues that I am eager to resolve. I would like to share some of the responses I received with you.

• Our customers often feel that the process of investigating a complaint against a licensed business takes too long and that we don't provide enough information during the investigative stage. One of the problems with the current system is that information about why a case was closed with no action or prosecution cannot legally be provided to the complainant.
• When board rules require that an applicant appear in person before approval, the letter the department sends the applicant does not explain why he or she has to go before the board. This has the effect of intimidating applicants without letting them know what to expect and how to prepare accordingly.
• Customers who call DBPR's Customer Contact Center do not have the option to press '0' to speak to an operator. This option would allow a customer whose question is not addressed in the automated prompts to speak to an agent, immediately.
• The department asks new businesses to submit a credit report even though they have not conducted any activity under the new business name. This step in the licensing process could be eliminated for new businesses.
• Overpayments to the department are not automatically refunded. Licensees must request reimbursement and provide supporting documentation in writing. An automated refund system would help our customers get their money back quickly.

These are just a few examples. We are tackling these and other issues in our continuing effort to make improvements, streamline processes and provide better service to our customers.

Sincerely,

Charlie Liem
Secretary

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