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94TH GENERAL ASSEMBLY
State of Illinois
2005 and 2006
HB1589
Introduced 2/15/2005, by Rep. Jack McGuire SYNOPSIS AS INTRODUCED:
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Creates the Human Voice Contact Act.
Provides that a State agency that uses automated telephone answering equipment
to answer incoming telephone calls must, during the normal business hours
of the
agency, provide the caller with the option, among the first set of menu
choices,
of speaking to a live operator. Exempts a telephone line that is dedicated as a
hot line for emergency services or to provide general information.
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A BILL FOR
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HB1589 |
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LRB094 09848 RSP 40104 b |
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| AN ACT in relation to State government.
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| Be it enacted by the People of the State of Illinois, |
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| represented in the General Assembly:
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| Section 1. Short title. This Act may be cited as the Human |
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| Voice Contact
Act.
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| Section 5. Legislative findings. The General Assembly |
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| finds that:
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| (1) the people of this State, from time to time, need |
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| contact with State
agencies
because of problems or |
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| concerns;
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| (2) often when a person calls a State agency that |
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| person needs to talk to
an
individual, and it is not |
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| necessarily convenient or practical for that person
to |
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| leave a message or to
follow an automated menu;
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| (3) the purpose of State agencies is to serve the |
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| people of this State in
a manner
that is as accessible, |
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| efficient, and responsive as possible;
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| (4) when a person calls a State agency and receives an |
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| automated operator
or an
automated menu instead of a live |
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| operator, often that person is not able to
adequately |
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| receive
assistance or services; and
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| (5) the number of people calling a State agency and not |
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| getting the
assistance or
services that they are entitled |
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| to because the State agency does not have a
live operator |
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| answering
incoming phone calls grows by the day.
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| Section 10. Definition. In this Act, "State agency" means |
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| the same as in
Section 1-7 of
the Illinois State Auditing Act.
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| Section 15. Automated telephone answering equipment. A |
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| State agency that
uses
automated telephone answering equipment |
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| to answer incoming telephone calls
must, during the normal
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