Requires any state agency operating a state call center to annually publish on its public-facing website certain metrics relating to such state call center.
Impact
The enactment of A10804 will have a direct impact on state laws governing technology and communication practices within government agencies. By mandating the publication of call center metrics, this bill aims to foster a culture of accountability and responsiveness among state agencies. It could lead to improvements in service efficiency as agencies may be motivated to enhance their operations in light of public scrutiny. Additionally, this bill can also serve as a benchmark for performance, allowing for comparisons between different agencies and identifying areas for potential improvement.
Summary
Bill A10804 aims to enhance transparency and accountability within state-run call centers in New York. It requires any state agency that operates a call center to annually publish certain performance metrics on its public-facing website. These metrics include total call volume, average wait times, the percentage of calls answered by human operators, call abandonment rates, and the effectiveness of automated answering systems. The goal of this legislation is to inform residents about the level of service provided by these call centers, thereby increasing public trust in state services.
Contention
While proponents of A10804 argue that it will promote transparency and empower residents to expect better service levels, there may be concerns regarding the potential burden placed on state agencies to gather and publish such data. Opponents might argue that the administrative overhead required to track and disclose these metrics could divert resources from frontline service delivery. Furthermore, there may be debates about what metrics should be included and how they should be defined, leading to potential conflicts between agencies and legislative intent.
Directs the office of children and family services to annually publish on its website certain data about calls made to the statewide central register of child abuse and maltreatment and the HEARS family line.
Requires local boards and the division of housing and community renewal to submit certain residential housing and zoning information to the department of state annually; requires such information to be published by the department of state on its website.
Requires each state agency that publishes reports containing data on its website to post such reports in a machine-readable format; requires the state comptroller to conduct compliance audits and issue a written report to the legislature, the governor, and the audited agencies.
Requires local boards and the division of housing and community renewal to submit certain residential housing and zoning information to the department of state annually; requires such information to be published by the department of state on its website.
Prohibits state agency hotlines from relying exclusively on automated answering systems; requires state agency hotlines to provide callers with a clear option to speak with a live representative.
Includes whether an individual was in custody on the death certificate for such individual; requires such information to be included in the publicly available statistics published on the website of the department of health.
Relates to the publication of information on public meetings; requires the office of information technology services to develop a mobile application and website to publish information on every public meeting held by a state or local public body; requires public bodies to report such meetings to the office of information technology services.