Florida 2026 Session Status: Introduced 2 D cosponsors

SB 1192 — Customer Service Callback Queues

Last action — Laid on Table, companion bill(s) passed, see HB 1031 (Ch. 2026-113)

  1. 1
    Introduced
  2. 2
    In Committee
  3. 3
    Passed Senate
  4. 4
    Passed House
  5. 5
    To Executive
  6. 6
    Enacted

This bill has been introduced in the Senate. Introduced January 06, 2026. It must pass committee before a floor vote.

Next likely step: a committee referral and hearing.

Odds of enactment

Low chance

Based on the sponsor, cosponsors, and committee posture, this bill has a low chance of becoming law.

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A statistical estimate from our own model of past outcomes — an insight, not a guarantee. Policymaking is volatile.

Prognosis

Stalled 30% · moderate confidence

  • Introduced

    Current position in the legislative process.

  • 2 sponsors

    1 primary, 1 co-sponsors signed on.

  • Single-party support

    Sponsorship is currently within one party (2 D).

  • Cleared a recorded vote

    Passed 3 recorded votes so far.

Based on stage, sponsorship breadth, committee status, recorded votes, and cross-state momentum — a description of the observable signals, not a prediction.

Summary

Customer Service Callback Queues; Establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requiring that calls be returned in a specified manner; requiring the department to report specified information to the Legislature by a certain date, etc.

Bill Text

What changed in the latest version

25 added · 28 removed

25 line(s) added, 28 removed.

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Florida Senate - 2026 SB 1192 By Senator Polsky 30-01016B-26 20261192__ A bill to be entitled An act relating to customer service callback queues;
Florida Senate - 2026 CS for SB 1192 By the Committee on Appropriations;
and Senators Polsky and Arrington 576-03347-26 20261192c1 A bill to be entitled An act relating to customer service callback queues;
establishing a pilot program to require specified agencies to use a callback queue for returning certain calls;
establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls;
requiring calls to be returned in a specified manner;
requiring that calls be returned in a specified manner;
requiring pilot program participants to report specified information to the Legislature by a certain date;
requiring the department to report specified information to the Legislature by a certain date;
23.30 Florida Customer Service Standards Act.— (5) PILOT PROGRAMS.— (a) As used in this subsection, the term “callback queue” means a system that allows a caller to leave a telephone number at which he or she can be reached at a later time rather than receiving no answer to his or her call or remaining on hold.
23.30 Florida Customer Service Standards Act.— (5) PILOT PROGRAM.— (a) As used in this subsection, the term “callback queue” means a system that allows a caller to leave a telephone number at which he or she can be reached at a later time rather than receiving no answer to his or her call or remaining on hold.
(b) A pilot program is implemented to require a callback queue to be used:
(b) A pilot program is implemented to require a callback queue to be used by the Department of Commerce in returning calls from claimants concerning reemployment assistance.
1.
(c) All calls must be returned, in the order in which received, by the end of the next business day.
By the Department of Commerce in returning calls from claimants concerning reemployment assistance.
(d) On or before December 31, 2027, the Department of Page 1 of 2 CODING:
2.
By the Department of Children and Families in returning calls concerning public benefits and services.
Page 1 of 2 CODING:
Florida Senate - 2026 SB 1192 30-01016B-26 20261192__ (c) All calls must be returned, in the order in which received, by the end of the next business day.
Florida Senate - 2026 CS for SB 1192 576-03347-26 20261192c1 Commerce must submit a report to the President of the Senate and the Speaker of the House of Representatives which includes information concerning the effectiveness of the pilot program, any suggested changes to the program, and a recommendation as to whether the program should be continued or expanded.
(d) On or before December 31, 2027, any department that participates in the pilot program must submit a report to the President of the Senate and the Speaker of the House of Representatives which includes information concerning the effectiveness of the pilot program, any suggested changes to the program, and a recommendation as to whether the program should be continued or expanded.
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Action History

  1. Laid on Table, companion bill(s) passed, see HB 1031 (Ch. 2026-113) -SJ 743

  2. Substituted HB 1031 -SJ 743

  3. Read 2nd time -SJ 743

  4. Placed on Special Order Calendar, 03/10/26

  5. CS by Appropriations read 1st time

  6. Placed on Calendar, on 2nd reading

  7. Pending reference review -under Rule 4.7(2) - (Committee Substitute)

  8. CS by- Appropriations; YEAS 16 NAYS 0

  9. On Committee agenda-- Appropriations, 03/02/26, 12:00 pm, 110 Senate Building

  10. Now in Appropriations

  11. Favorable by Appropriations Committee on Transportation, Tourism, and Economic Development; YEAS 13 NAYS 0

  12. On Committee agenda-- Appropriations Committee on Transportation, Tourism, and Economic Development, 02/12/26, 2:30 pm, 110 Senate Building

  13. Now in Appropriations Committee on Transportation, Tourism, and Economic Development

  14. Favorable by Governmental Oversight and Accountability; YEAS 9 NAYS 0

  15. On Committee agenda-- Governmental Oversight and Accountability, 02/02/26, 3:30 pm, 110 Senate Building

  16. Introduced

  17. Referred to Governmental Oversight and Accountability; Appropriations Committee on Transportation, Tourism, and Economic Development; Appropriations

  18. Filed

Sponsors

Sponsorship breakdown

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1 sponsors · 1 co-sponsors · 162 not signed on

Sponsors (1)

Co-sponsors (1)

Not signed on (162)

162 members have not signed on to this bill.

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"Not signed on" means a member has not sponsored or co-sponsored this bill — it does not imply opposition. Members flagged Voted No have a recorded No vote on this bill.

Whip count is in markup. Polling the chamber and every recorded vote this session. Only the first open is slow. It’s instant for you after this. Calling the roll · Tallying · Engrossing

Votes

Subjects

public-safety technology
Cross-referencing the record. Reading this bill against every other bill in the corpus by meaning, not keywords. Only the first open is slow. It’s instant for you after this. Matching · Ranking · Engrossing

Frequently asked questions

What does SB 1192 do?
Customer Service Callback Queues; Establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requiring that calls be returned in a specified manner; requiring the department to report specified information to the Legislature by a certain date, etc.
Who sponsors SB 1192?
SB 1192 is sponsored by Arrington, Kristen Aston (Democrat) and Polsky, Tina Scott (Democrat).
What is the current status of SB 1192?
This bill has been introduced in the Senate. Introduced January 06, 2026. It must pass committee before a floor vote.
Where can I track SB 1192?
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