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CONSUMER SERVICES HELPLINE
877-MY-FL-CFO |
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CFO SINK ANNOUNCES PLAN TO CUT $5 MILLION BY
CONSOLIDATING STATE CALL CENTERS
Florida Chief Financial Officer Alex Sink announced a plan to consolidate
the Department of Financial Services’ (DFS) eleven consumer call centers,
resulting in an estimated taxpayer savings of $5 million over the next five
years. CFO Sink’s plan calls for two high-quality service centers in
Tallahassee and Largo to improve service and increase customer satisfaction.
The call center consolidation is consistent with CFO Sink’s direction to
ensure responsible stewardship of state funds, and the Florida Legislature’s
directive to state agencies to find operational reductions to help balance
the state’s budget.
“The people in our state are looking for innovative and effective ways of
increasing productivity, while not sacrificing customer service,” said CFO
Sink, who oversees the department. “Over the next five years, this plan will
save millions in tax dollars and set a new standard for government
efficiency in tight economic times.”
Earlier this year, CFO Sink directed her department to conduct a high-level
feasibility analysis to determine the potential savings and customer service
benefits of consolidating regional service offices for DFS. The study
concluded that maintaining DFS regional service offices is critical to
delivering a high level of customer service for Floridians; however, DFS’
consumer hotline could be more efficiently operated and improved.
CFO Sink’s department provides essential consumer protections throughout the
state including, but not limited to: educational consumer outreach,
insurance fraud investigations, workers’ compensation enforcement, arson
investigations, funeral and cemetery licensing, agent and agency licensing,
and financial literacy workshops.
For several years, DFS consumer service specialists answering the hotline
have been scattered throughout the state, without the benefit of frequent
training or best practices initiatives. CFO Sink’s plan to consolidate call
centers will increase the quality of customer service Floridians are
receiving while saving taxpayers millions.
“By consolidating resources while improving customer service, CFO Sink is
being more efficient with Floridians’ tax dollars,” said Dominic Calabro,
President and Chief Executive Officer of Florida TaxWatch. “This is exactly
the kind of savings our leaders should be implementing to better serve the
people of Florida.”
Effective February 1, 2009, consumer service specialists for the DFS hotline
will work in one of two offices in Largo or Tallahassee. All affected
Consumer Service employees have the opportunity to transfer to Tallahassee
or Largo with up to $2,000 in moving cost assistance. Any employees choosing
to remain in their communities have preferential consideration for other DFS
vacancies.
All DFS regional service offices and outreach coordinators will continue
providing high-level service to the people of Florida.
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