The bill amends section 23.30 of the Florida Statutes to enhance customer service standards within state departments. It introduces a new requirement for these departments to implement a callback queue system for customers who contact them by telephone. This system allows customers to opt for a callback at a later time while retaining their position in the queue, rather than waiting on hold or having their calls go unanswered.

The specific legal language added to the statute includes provisions for customers calling a department's centralized call center or designated employees to be placed in a callback queue. This change aims to improve the overall customer experience by reducing wait times and ensuring that customers can receive assistance without the frustration of being on hold. The bill is set to take effect on July 1, 2025.