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Panel approves pilot to add callback queues at two state agencies
Summary
The IT Budget and Policy Subcommittee voted 14-0 to report favorably HB 1031, a pilot directing select state agencies named in the bill to offer callers an optional callback queue with a goal of returning calls by the next business day; agencies must report on effectiveness by Dec. 31, 2027.
Representative Rhett Rosenwald introduced HB 1031 as a limited pilot to give callers the option to request a callback from certain state agencies rather than wait on hold.
"This may be the most simple bill of the session," Rosenwald said, describing a callback queue for agencies that handle reemployment assistance and DCF economic self-sufficiency benefits (including Medicaid and TANF). He said the bill is limited to select agencies named in the measure and that sponsors expect no fiscal impact; he also said agencies should submit a report on the program's effectiveness to the Legislature by Dec. 31, 2027.
Rosenwald told the panel there could be three to five procurement contracts for telecom services and that many vendors already offer callback functionality that can be enabled without major technical changes.
Representative Cross voiced support, saying his experience on long calls convinced him that callback systems reduce frustration for callers.
The committee closed debate and, by roll call, recorded 14 yeas and 0 nays; the chair announced HB 1031 will be reported favorably for further House consideration.
