Illinois General Assembly - Full Text of HB1589
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Full Text of HB1589  94th General Assembly


Sen. Arthur J. Wilhelmi

Filed: 5/3/2005





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2     AMENDMENT NO. ______. Amend House Bill 1589 by replacing
3 everything after the enacting clause with the following:
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, need
9     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 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
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.
2     Section 10. Definition. In this Act, "State agency" means
3 the same as in Section 1-7 of the Illinois State Auditing Act.
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
7 business hours of the agency, provide the caller with the
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.
15     Section 99. Effective date. This Act takes effect January
16 1, 2007.".