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BRN strategic plan prioritizes customer-service improvements and website redesign to reduce phone demand
Summary
Board and staff discussed administration and customer service objectives: website redesign, clearer communications, centralized licensing contact, and options to reduce high-volume phone demand caused by application status inquiries.
At its strategic planning session, the Board of Registered Nursing identified administration and customer-service goals intended to improve accessibility for licensees and the public, reduce call volume and clarify expectations for frequently requested transactions.
Why it matters: customer-service experience affects thousands of licensees and callers and shapes public trust. Board members and staff noted that while many routine renewals…
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