The bill amends the Florida Customer Service Standards Act by introducing a new requirement for state departments to implement a callback queue system for customers who contact them by telephone. Specifically, it mandates that customers calling a department's centralized call center or designated employees must have the option to be placed in a callback queue. This system allows customers to maintain their place in line and receive a call back at a later time, rather than waiting on hold or having their call continuously ring.

The bill redesignates existing paragraphs within the statute to accommodate the new provision, which is inserted as paragraph (e) in subsection (4) of section 23.30. The effective date for this new requirement is set for July 1, 2025.