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| [ Introduced ] | [ House Amendment 001 ] |
92_HB0328eng HB0328 Engrossed LRB9202733MWdvA 1 AN ACT in relation to State government. 2 Be it enacted by the People of the State of Illinois, 3 represented in the General Assembly: 4 Section 1. Short title. This Act may be cited as the 5 Human Voice Contact Act. 6 Section 5. Legislative findings. The General Assembly 7 finds that: 8 (1) the people of this State, from time to time, 9 need contact with State agencies because of problems or 10 concerns; 11 (2) often when a person calls a State agency that 12 person needs to talk to an individual, and it is not 13 necessarily convenient or practical for that person to 14 leave a message or to follow an automated menu; 15 (3) the purpose of State agencies is to serve the 16 people of this State in a manner that is as accessible, 17 efficient, and responsive as possible; 18 (4) when a person calls a State agency and receives 19 an automated operator or an automated menu instead of a 20 live operator, often that person is not able to 21 adequately receive assistance or services; and 22 (5) the number of people calling a State agency and 23 not getting the assistance or services that they are 24 entitled to because the State agency does not have a live 25 operator answering incoming phone calls grows by the day. 26 Section 10. Definition. In this Act, "State agency" 27 means the same as in Section 1-7 of the Illinois State 28 Auditing Act. 29 Section 15. Automated telephone answering equipment. A HB0328 Engrossed -2- LRB9202733MWdvA 1 State agency that uses automated telephone answering 2 equipment to answer incoming telephone calls must, during the 3 normal business hours of the agency, provide the caller with 4 the option, among the first set of menu choices, of speaking 5 to a live operator. This Section does not apply to a 6 telephone line that is dedicated as a hot line for emergency 7 services or to provide general information.