AROUND MQA Call Center Efficiency Improves with Higher Answer Rate and Reduced Wait Times In July, the MQA call center achieved an 86% call answer rate, a significant improvement from previous fiscal years during similar license renewal periods. Efficiency gains are reflected in reduced wait times, which dropped from 812 seconds to 456 seconds compared to last fiscal year. While the average talk time remained steady at five minutes and twelve seconds, the increased answer rate highlights our commitment to service. Through successful recruitment efforts, 90% of call center positions have been filled, with ongoing efforts to reach full staffing and maintain excellence in customer service. HB 975 Marketing Workshop Series Following the 2024 legislative session, House Bill 975 Background Screening Requirements for Health Care Practitioners requires that, effective July 1, 2025, criminal background checks conducted for all health care practitioners must include fingerprint screening by the Florida Department of Law Enforcement, for both prospective licensure applicants and practitioners licensed before July 1, 2025, when they next renew their licenses after that date. The Strategic Planning Services team has hosted a workshop series to gather relevant project teams to prepare for the impending marketing campaign for House Bill 975. This initiative is designed to ensure seamless collaboration and clear communication as MQA moves toward full implementation of the bill’s provisions. ACCOMPLISHMENTS Advancing Nursing Education Outcomes 2.0 In July, in collaboration with the National Council of State Boards of Nursing (NCSBN), the Florida Board of Nursing hosted the Nurse Educator Workshop 2.0, at Indian River State College, located in Port St. Lucie, Florida. The workshop was a continuation of the initial workshop presented in FY 2023-24. The event was an opportunity to educate and heighten awareness about the nursing application and licensure processes, the approval and maintenance of nursing education programs, and an update on the National Council Licensure Examination (NCLEX) Next Generation (NGN). INNOVATION We search for creative solutions and manage resources wisely. COLLABORATION We use teamwork to achieve common goals and solve problems. ACCOUNTABILITY We perform with integrity. Guided by the core values of innovation, collaboration, accountability, responsiveness, and excellence, this section highlights some of MQA’s quarterly accomplishments by dedicated teams who tirelessly contribute to public protection and regulatory efficiency in Florida. Q1 • Quarterly Performance Report • FY 2024-25 4
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