BRN strategic plan prioritizes customer-service improvements and website redesign to reduce phone demand

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 are successful online, a subset of callers repeatedly contact BRN when they are anxious or facing imminent employment start dates.

Main discussion items: - Website and digital services: board members described the current website as difficult to navigate and recommended a customer-centered redesign, mobile-friendly content and clearer navigation that aligns content to primary user journeys (e.g., new applicant, renewing nurse, consumer complaint). - Single point of contact for licensing: staff described a concierge approach where an application is assigned and a specific staff contact supports the applicant’s file until completion to reduce repeated general-line calls. - Messaging and expected response times: staff agreed that clearer automated messages (for example, an estimated callback window) would reduce caller frustration and suggested exploring text/SMS and targeted emails where privacy and legal constraints allow. - Internal resource constraints: staff described staffing reductions and the need to balance resources across licensing, investigations and enforcement when considering expanded phone coverage.

Staff will evaluate website improvements, the potential for pilot projects (chatbot, SMS alerts, single contact assignments for certain application types) and the resource implications for implementation.