LETTER FROM THE DIRECTOR I’m excited for MQA to continue the fiscal year by presenting another outstanding progress report. This report showcases the tenacity of MQA’s workforce through demonstrable commitment to continued improvement and success in Florida’s health care sector. MQA continues to exemplify the pursuit of timely and effective customer service, marked by the achievement of 2 million conversations facilitated through ELI since the measuring of its volume in July 2022. ELI, an innovative chatbot, assists customers 24/7 through voice calls and web chats, providing helpful, actionable insights designed to enhance the user experience. As we advance efforts to strengthen Florida’s health care community through upcoming initiatives in digital infrastructure, expanded outreach programs, and ongoing work to expedite licensure, we are excited to share the progress already underway. With your continued support and dedication to our mission, we remain committed to protecting, promoting, and improving the health of all people in Florida. Jennifer L. Wenhold, MSW, CPM Q2 • Quarterly Performance Report • FY 2024-25 2
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