Sen. Arthur J. Wilhelmi
Filed: 5/3/2005
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| 1 | AMENDMENT TO HOUSE BILL 1589
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| 2 | AMENDMENT NO. ______. Amend House Bill 1589 by replacing | ||||||
| 3 | everything after the enacting clause with the following:
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| 4 | "Section 1. Short title. This Act may be cited as the | ||||||
| 5 | Human Voice Contact
Act.
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| 6 | Section 5. Legislative findings. The General Assembly | ||||||
| 7 | finds that:
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| 8 | (1) the people of this State, from time to time, need | ||||||
| 9 | contact with State
agencies
because of problems or | ||||||
| 10 | concerns;
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| 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;
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| 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;
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| 18 | (4) when a person calls a State agency and receives an | ||||||
| 19 | automated operator
or an
automated menu instead of a live | ||||||
| 20 | operator, often that person is not able to
adequately | ||||||
| 21 | receive
assistance or services; and
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| 22 | (5) the number of people calling a State agency and not | ||||||
| 23 | getting the
assistance or
services that they are entitled | ||||||
| 24 | to because the State agency does not have a
live operator | ||||||
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| 1 | answering
incoming phone calls grows by the day.
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| 2 | Section 10. Definition. In this Act, "State agency" means | ||||||
| 3 | the same as in
Section 1-7 of
the Illinois State Auditing Act.
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| 4 | Section 15. Automated telephone answering equipment. A | ||||||
| 5 | State agency that
uses
automated telephone answering equipment | ||||||
| 6 | to answer incoming telephone calls
must, during the normal
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| 7 | business hours of the agency, provide the caller with the
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| 8 | option of speaking to a
live operator. This Section does not | ||||||
| 9 | apply to field offices, telephone lines dedicated as hot lines | ||||||
| 10 | for
emergency services, telephone lines dedicated to providing | ||||||
| 11 | general information, and any system that is designed to permit | ||||||
| 12 | an individual to conduct a complete transaction with the State | ||||||
| 13 | agency over the telephone solely by pressing one or more touch | ||||||
| 14 | tone telephone keys in response to automated prompts.
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| 15 | Section 99. Effective date. This Act takes effect January | ||||||
| 16 | 1, 2007.".
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