The hardworking crew at the Tennessee Department of Commerce & Insurance's (TDCI) Division of Regulatory Boards was busy in 2023, overseeing the processing of 154,937 applications, which included both new professional licenses and renewals, according to a recent announcement. This represents a slight uptick of 3,671 applications compared to the previous year. In addition to managing applications, the division handled 4,336 consumer complaints, conducted 18,062 inspections, and fielded 254,316 customer inquiries.
With the help of the division’s customer service team and licensing professionals, TDCI Commissioner Carter Lawrence touted an impressive 97.3% customer satisfaction rate and $1.864 million assessed in civil penalties. Lawrence stated, "Our Regulatory Boards team is dedicated to supporting Tennessee’s thriving economy by swiftly ensuring that professionals get the licensing support they need while consumers’ complaints are handled in a timely and professional fashion." The TDCI licenses and regulates over 317,000 professionals through 24 regulatory programs, ensuring they meet the minimum professional standards.
Under the leadership of TDCI Assistant Commissioner for Regulatory Boards Alex Martin, the division has made several strides to improve efficiency and customer experience. In June, it rolled out an enhanced Comprehensive Online Regulatory & Enforcement (CORE) System. "As the landscape for Tennessee professionals continued to quickly evolve in 2023, I'm deeply gratified by our team's adept navigation of the delicate balance between responsible regulation and safeguarding consumers," Martin noted. The modernized digital platform is designed to be more user-friendly and accommodate the increasing demand for online services.
The division also introduced a dedicated client concierge specialist to offer personalized guidance, positively impacting over 710 individuals seeking help. They've embraced text messaging as an effective communication channel, with an impressive median first reply time of 42 minutes. Through these initiatives, the division is committed to maintaining a clear line of communication with both applicants and licensees and has successfully reduced the average initial licensure processing time from the average of 20.02 days in 2022 to 18.65 days in 2023.
Further supporting its commitment to excellence, TDCI celebrated one of its own, Regulatory Board Investigator Ashley Smith, who was recognized with the Governor’s Excellence in Service Award for her exemplary work. The division also emphasizes the importance of feedback, conducting its first division-wide licensee survey to better understand and serve the professional community. They continue to work closely with law enforcement to enhance consumer protection efforts.
