MQA's Virtual Agent, ELI Embracing innovation, MQA leads state agencies in harnessing artificial intelligence (AI) technology to better serve our community. MQA’s Virtual Agent, ELI, has fielded 694,800 voice calls and 222,367 web chats, providing efficient and effective support to practitioners and the public alike. Understanding peak chat times and volumes allows the Department to optimize its workflow, reducing wait times and improving overall service quality for practitioners. The top five web chats at the end of quarter four were the Boards of Nursing, Medicine, Mental Health, Pharmacy, and Dentistry. e-Licensing MQA transitioned to electronic licenses (e-licenses) in 2023, replacing paper-based licenses. As of FY 2023-24, over 90% of licenses issued were e-licenses, which practitioners obtained through the MQA Online Services Portal within two business days of approval, free of charge, and seven to 10 days earlier than mailed versions. There were 1,537,549 total licensed practitioners at the end of FY 2023-24. Licensed practitioners have experienced an average annual growth rate of 3.4% over the last five years. 149,195 initial applications were received, and 123,187 initial licenses were approved. 514,914 renewals were processed. 15,994 licenses were upgraded, reflecting a growth of 73.7% over the past five years. The number of nurse licensees who upgraded to a multistate license (MSL) continued to grow, as 8,842 licensed practical nurses (LPNs) and registered nurses (RNs) upgraded; this comprises 55.3% of all upgrade licenses issued by MQA in FY 2023-24. 543 continuing education (CE) provider applications were received, and 541 CE provider applications were approved. There were 23,671 licensed facilities and establishments in FY 2023-24. Licensure MQA Annual Report and Long-Range Plan | FY 2023-24 7
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