Another change was allowing licensees to conduct many transactions with the department online. Accenture created Web-based license applications that allow users to enter data into electronic forms via an interface in Florida's state portal
Along with obtaining and renewing licenses online, business owners and professionals can use the Web site to change license status, submit a change of address, perform other account maintenance and manage continuing education obligations. Users also can renew licenses and find answers to basic questions through an interactive voice response system. In addition, they can call a customer contact center, where representatives use the CRM system to conduct common transactions and look up information. If a representative can't provide an answer, he or she transfers the caller to a designated expert in the department.
The call center has brought a revolution in customer service. "We've gone from not taking a million calls a year to asking, 'Did we answer 90 percent of our calls in five minutes, or three and a half minutes?'" Binkley-Seyer said.
Search Before You Buy
Although the project's first goal was to improve efficiency for the DBPR and its licensees, the technology has produced what Binkley-Seyer terms "a great side effect" -- a powerful consumer tool for the general public. By querying the Web site or making a phone call, citizens can find information to help them make sound purchasing decisions.
"If a person gets three bids to build a swimming pool, we tell them, 'Why don't you put all three of those names in [the system], to find out not only if they're licensed, but whether they have any past disciplinary history?" Binkley-Seyer said. "We've taken all that information the department has housed and put it in a useful form back to the public, so they can be more informed consumers."
Publicizing this information also aids license enforcement, she added. When consumers discover unlicensed activity and file complaints, the department can take quick action.
The enterprise system also paved the way for better procedures in the field. Inspectors now carry PDAs loaded with electronic forms so they can enter data on site, uploading it later to the licensing system through a synchronization cradle. Inspectors also carry tiny portable printers so they can hand reports to the business owner on the spot. Now that inspectors no longer contend with paper forms, "they're spending more time in the field inspecting," Binkley-Seyer said.
The DBPR expects to have all divisions operating on its enterprise system by February. Although only time will tell how much money the new licensing approach will save, officials at the department have high hopes. "Our original projections on savings over a nine-year period are from $70 million to $90 million," Binkley-Seyer said.
One early financial benefit comes from allowing licensees to conduct routine transactions online. For instance, the department no longer mails forms or enters data for most of the 140,000 address changes processed each year. "The self-service options are where we recognize savings immediately," said Binkley-Seyer.
The system is designed to support the department's approximately 1,600 employees, more than a million license holders and the general public, Mankoff said. It also supports more than 160 agents in the call center, more than 200 employees in off-site locations and 400 field inspectors using PDAs. If needed, it can be scaled to handle greater volumes if needed, and also to support other departments of Florida government, he said.
That need could very well arise. For example, the Customer Contact Center might someday offer information about professionals licensed through the Department of Health, Binkley-Seyer said. It could also provide the Department of Community Affairs with a public information center during hurricanes and other emergencies.
"It's designed to be an enterprise approach," she said. "Now we're looking at how we can expand on it."