A10804 Summary:
| BILL NO | A10804 |
| SAME AS | No Same As |
| SPONSOR | Fall |
| COSPNSR | |
| MLTSPNSR | |
| Amd §101, add §103-g, St Tech L | |
| 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. | |
A10804 Text:
Go to topSTATE OF NEW YORK ________________________________________________________________________ 10804 IN ASSEMBLY April 1, 2026 ___________ Introduced by M. of A. FALL -- read once and referred to the Committee on Governmental Operations AN ACT to amend the state technology law, in relation to reporting requirements for state call centers The People of the State of New York, represented in Senate and Assem- bly, do enact as follows: 1 Section 1. Section 101 of the state technology law is amended by 2 adding a new subdivision 7 to read as follows: 3 7. "State call center" means any facility or other operation whereby 4 state employees and/or automated answering systems receive phone calls 5 or other electronic communications for the purpose of providing assist- 6 ance to residents of the state. 7 § 2. The state technology law is amended by adding a new section 103-g 8 to read as follows: 9 § 103-g. State call centers. Any state agency operating a state call 10 center shall annually publish on its public-facing website the following 11 metrics relating to such state call center: 12 1. performance metrics; 13 2. total call volume received; 14 3. average wait times for callers; 15 4. the percentage of calls answered by human operators; 16 5. call abandonment rates; and 17 6. the percentage of calls resolved through automated answering 18 systems. 19 § 3. This act shall take effect immediately. EXPLANATION--Matter in italics (underscored) is new; matter in brackets [] is old law to be omitted. LBD15300-01-6