CFO Sink Saves over $2 Million Annually with Call Center Consolidation
CONTACT: Kyra Jennings or Nina Banister
TALLAHASSEE— Florida Chief Financial Officer Alex Sink today announced that she will save Florida’s taxpayers over $2.2 million annually as a result of streamlining and consolidating the Department of Financial Services’ consumer call centers.
“Floridians expect us to spend their money as wisely and efficiently as possible, and I will continue to lead by example in these tough economic times,” said CFO Sink. “Finding cost savings is like peeling back the layers of an onion – everyday I am working to find more ways to cut costs and be responsible with Floridians’ precious tax dollars.”
Less than a year ago, CFO Sink announced plans to consolidate the Department’s 11 consumer call centers into 2 call centers, saving millions and improving customer service. The call center consolidation took effect February 1, 2009 and has already saved nearly $500,000, with $2.25 million projected in annual, recurring savings.
“With help from Department of Financial Services employees, we found smart operational efficiencies that will generate millions in taxpayer savings without compromising customer service,” CFO Sink continued. “With nearly half a million dollars saved already and a projected $2 million in savings annually, this is an example of waste cutting at its best.”
CFO Sink determined that eliminating lease expenses for multiple call centers and expediting the timeline for consolidation from five years to seven months would generate greater savings immediately and on a recurring annual basis, creating even more savings for Florida’s taxpayers. CFO Sink now has two high-quality service centers in Tallahassee and Largo, improving service and increasing customer satisfaction.
Until CFO Sink’s consolidation, employees answering the consumer call center hotline were scattered throughout the state, without the benefit of frequent training or best practices initiatives. All affected consumer service employees were given the opportunity to transfer to Tallahassee or Largo with moving cost assistance or offered other positions within the Department.
For the past two years, CFO Sink has been an outspoken watchdog on behalf of Florida’s taxpayers, pursuing cost saving measures in the Department of Financial Services such as renegotiating contracts and cutting down on state-paid cell phones. CFO Sink recently unveiled a new website, www.GetLeanFlorida.com, which allows citizens to offer tips on how to cut government waste and inefficiencies.