# Public Safety (GPS)

## Title 1. Definitions; General Provisions

### Subtitle 3A

#### Section 1-3A-04

(a) The Board shall establish a 3-1-1 Program.

(b) The purpose of the Program is to evaluate and expand the use of 3-1-1 systems in the State.

(c)

  (1) The Board shall designate two counties that have 3-1-1 systems and two counties that do not have 3-1-1 systems to participate in the Program.

  (2) A county designated under paragraph (1) of this subsection may choose not to participate in the Program by submitting a letter to the Board within 14 days after the county's designation stating the reason for not participating.

(d) The Board shall require the Maryland Information Network to:

  (1) solicit requests for proposals from vendors for technology platforms and other services necessary to run 3-1-1 systems for the Program; and

  (2) submit a list of possible vendors to the Board.

(e)

  (1) On or before June 30, 2027, the Board shall establish a chatbot in each county designated by the Board under subsection (c) of this section.

  (2) Each chatbot shall include:

    (i) multilingual support;

    (ii) integration with geographic information system data for accurate routing; and

    (iii) clear escalation protocols to route complex requests to live agents.

  (3)

    (i) Each county participating in the Program shall designate the sources a chatbot may use in responding to questions.

    (ii)

      (1) The vendor of the 3-1-1 system chosen to host a chatbot shall analyze the performance of the chatbot based on user feedback regarding accuracy of chatbot responses.

      (2)

        (A) The vendor shall investigate an answer that a user designates as inaccurate.

      (B) If the source is determined to be inaccurate, the agency operating the source webpage shall update it to become accurate.

(f)

  (1) On or before December 1, 2027, the Board shall establish a voicebot in each participating county.

  (2) Each voicebot shall include:

    (i) multilingual support;

    (ii) the ability to transfer calls to 9-1-1, 2-1-1, and 9-8-8, as needed;

    (iii) integration with geographic information system data for accurate routing; and

    (iv) clear escalation protocols to route complex requests to live agents.

  (3) The vendor of the 3-1-1 system chosen to host a voicebot shall analyze the performance of the voicebot in the same way as the chatbot under subsection (e)(3)(ii) of this section.

(g) On or before July 1, 2028, the Board shall implement the Program according to the plan submitted under Sec. 1-3A-05(b) of this subtitle.

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Md. Code Ann., Pub. Safety (as displayed at mgaleg.maryland.gov, October 16, 2026)