Requires state agencies to offer an option for a member of the public to speak to a live agency representative when contacting such agency.
Summary
This bill would amend the New York Executive Law to require every state department, bureau, board, commission, authority, and other state agency or instrumentality to give callers an initial option to speak with a live representative in real time when contacting the agency by a publicly listed telephone number. If an agency uses an automated answering system, the system must present the live-representative option before any other numeric prompts or routing steps.
The measure is aimed at making it easier for members of the public to reach a person directly when seeking information or assistance from state government. It applies broadly to state agencies and would take effect 180 days after becoming law, giving agencies time to adjust their phone systems and call-routing procedures.
Impact
The bill would add a new section 164-e to the Executive Law, creating a statewide customer-service requirement for agency phone lines. State agencies that use automated menus would need to revise those systems so callers can immediately choose to speak with a live person, which could affect call-center staffing, phone-tree design, and public-facing contact procedures across state government. The bill does not create a new benefit program or regulatory scheme, but it would impose an administrative obligation on agencies and potentially increase demand for live operator access.
Sentiment
No committee transcripts or votes were provided, so there is no recorded legislative debate or roll-call history to indicate support or opposition. Based on the bill text and caption, the measure appears to be framed as a constituent-service and accessibility improvement, with an emphasis on reducing barriers created by automated phone systems. The available record does not show any formal sentiment beyond the introduction and referral stage.
Contention
Because there are no transcripts or votes, specific points of contention are not documented. Potential areas of concern, based on the bill’s requirements, could include the cost of staffing live representatives, the operational burden on agencies with high call volumes, and whether the mandate could slow automated self-service options. Supporters would likely emphasize accessibility, responsiveness, and the public’s ability to reach a human representative without navigating lengthy phone menus.
Requiring state agencies to provide notice of revocation of administrative rules and regulations to the public and removing abolished and inactive state agencies from the agency review requirement.
Prohibits state agency hotlines from relying exclusively on automated answering systems; requires state agency hotlines to provide callers with a clear option to speak with a live representative.
Ensures language assistance services by state agencies; requires state agencies to maintain records of the primary language spoken by any individual seeking such assistance; requires state agency to submit an annual report on language services.