New York A 10804: Relates to reporting requirements for state call centers

Bill Text

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A10804 Summary:

BILL NOA10804 

&nbsp

SAME ASNo Same As

&nbsp

SPONSORFall

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COSPNSR

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MLTSPNSR

&nbsp

Amd §101, add §103-g, St Tech L

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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.

Go to top A10804 Actions:

BILL NOA10804 

&nbsp

04/01/2026referred to governmental operations

Go to topA10804 Committee&nbspVotes:

Go to topA10804 Floor&nbspVotes:

There are no Assembly votes for this bill in this legislative session.

Go to topA10804 Text:

 STATE 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

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