HB434: requiring state agencies using automated answering systems to provide a method of access to a human being.

HB 434-FN – AS INTRODUCED

2005 SESSION

05-0373

05/01

HOUSE BILL 434-FN

AN ACT requiring state agencies using automated answering systems to provide a method of access to a human being.

SPONSORS: Rep. L. Elliott, Hills 1; Rep. Wall, Straf 7; Rep. P. Smith, Rock 3; Rep. Foster, Hills 4; Rep. King, Coos 1; Sen. Odell, Dist 8; Sen. Clegg, Dist 14

COMMITTEE: Executive Departments and Administration

ANALYSIS

This bill requires state agencies that use automated answering systems to provide a method of access to a human being during the agency’s business hours.

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Explanation: Matter added to current law appears in bold italics.

Matter removed from current law appears [in brackets and struckthrough.]

Matter which is either (a) all new or (b) repealed and reenacted appears in regular type.

05-0373

05/01

STATE OF NEW HAMPSHIRE

In the Year of Our Lord Two Thousand Five

AN ACT requiring state agencies using automated answering systems to provide a method of access to a human being.

Be it Enacted by the Senate and House of Representatives in General Court convened:

1 New Section; Organization of Executive Branch; Use of Automatic Answering Systems. Amend RSA 21-G by inserting after section 20 the following new section:

21-G:20-a Use of Automatic Answering Systems. Any agency that uses an automatic answering system shall provide, in its first menu option, an opportunity for access to a human being during regular business hours. For purposes of this section, regular business hours mean the hours that the agency is otherwise open to the public.

2 Effective Date. This act shall take effect 60 days after its passage.

LBAO

05-0373

12/14/04

HB 434-FN - FISCAL NOTE

AN ACT requiring state agencies using automated answering systems to provide a method of access to a human being.

FISCAL IMPACT:

The Department of Administrative Services states this bill will increase state general fund expenditures by $45,780 in FY 2005. There will be no fiscal impact on state, county, and local revenue or county and local expenditures.

METHODOLOGY:

The Department states this bill will require agencies that use automated answering systems to provide the caller an opportunity to access a human being during regular business hours. The Department made the following assumptions when determining the fiscal impact of this legislation:

• that adequate manpower is available to accept telephone calls;

• state vendors will be used to perform programming work;

• transfer to attendant programming costs will be included in the cost of new applications;

• basic answering machines are not covered by this bill;

• agency equipment programming updates will require two hours of labor to complete; and

• all costs will be one-time in FY 2005, unless office operations require modification.

The estimated fiscal impact is as follows: Total

Type of Automated Cost Per Upgrade

Call Handling Equipment Quantity Upgrade Cost

Estimated Locations with Agency

Owned Equipment 213 $140 $29,820

Centrex Call Processors 24 $ 50 1,200

Centrex Voice Mail 1,476 $ 10 14,760

Total One-time Costs $45,780