Assembly Bill A10804

                             
                     S T A T E   O F   N E W   Y O R K
 ________________________________________________________________________
 
                                   10804
 
                           I N  A S S E M B L Y
 
                               April 1, 2026
                                ___________
 
 Introduced  by  M. of A. FALL -- read once and referred to the Committee
   on Governmental Operations
 
 AN ACT to amend the state  technology  law,  in  relation  to  reporting
   requirements for state call centers
 
   THE  PEOPLE OF THE STATE OF NEW YORK, REPRESENTED IN SENATE AND ASSEM-
 BLY, DO ENACT AS FOLLOWS:

   Section 1. Section 101 of the  state  technology  law  is  amended  by
 adding a new subdivision 7 to read as follows:
   7.  "STATE  CALL CENTER" MEANS ANY FACILITY OR OTHER OPERATION WHEREBY
 STATE EMPLOYEES AND/OR AUTOMATED ANSWERING SYSTEMS RECEIVE  PHONE  CALLS
 OR  OTHER ELECTRONIC COMMUNICATIONS FOR THE PURPOSE OF PROVIDING ASSIST-
 ANCE TO RESIDENTS OF THE STATE.
   § 2. The state technology law is amended by adding a new section 103-g
 to read as follows:
   § 103-G. STATE CALL CENTERS. ANY STATE AGENCY OPERATING A  STATE  CALL
 CENTER SHALL ANNUALLY PUBLISH ON ITS PUBLIC-FACING WEBSITE THE FOLLOWING
 METRICS RELATING TO SUCH STATE CALL CENTER:
   1. PERFORMANCE METRICS;
   2. TOTAL CALL VOLUME RECEIVED;
   3. AVERAGE WAIT TIMES FOR CALLERS;
   4. THE PERCENTAGE OF CALLS ANSWERED BY HUMAN OPERATORS;
   5. CALL ABANDONMENT RATES; AND
   6.  THE  PERCENTAGE  OF  CALLS  RESOLVED  THROUGH  AUTOMATED ANSWERING
 SYSTEMS.
   § 3. This act shall take effect immediately.
 
 
 
 
  EXPLANATION--Matter in ITALICS (underscored) is new; matter in brackets
                       [ ] is old law to be omitted.
                                                            LBD15300-01-6