§ 1–3A-05
Statutes in effect as of October 1, 2026.
Md. Code Ann., Pub. Safety § 1-3A-05 (2026)
Title 1. Definitions; General Provisions
Subtitle 3A
§ 1–3A-05LinkCopy Citation
(a)
(1)
On or before December 1, 2027, the Board, in consultation with the Maryland Information Network, shall submit a report to the Governor and, in accordance with § 2–1257 of the State Government Article, the General Assembly on the progress of the Program.
(2)
The report required under this subsection shall include:
(i)
the number of 3–1–1 calls and requests aggregated by county;
(ii)
the subject matter and type of issues raised by users;
(iii)
how a call or request is addressed, including:
(1)
information provided to the caller;
(2)
the number of calls or requests transferred to other systems, including 9–1–1, 2–1–1, 9–8–8, and local 3–1–1; and
(3)
whether a service request ticket is created;
(iv)
service delivery options that maintain flexibility for the county;
(v)
estimates of a county’s costs and savings for implementation of the Program;
(vi)
user satisfaction;
(vii)
accessibility of the 3–1–1 system;
(viii)
costs saved by each participating county, if any;
(ix)
an evaluation of the integration of the chatbots and voicebots into each participating county; and
(x)
recommendations for improvement.
(b)
On or before July 1, 2028, the Board, in consultation with the Maryland Information Network, shall submit a report to the Governor and, in accordance with § 2–1257 of the State Government Article, the General Assembly that:
(1)
evaluates the implementation of the Program including:
(i)
cost effectiveness of the chatbot and voicebot;
(ii)
equity in service access;
(iii)
challenges of integrating the chatbot and voicebot into county systems;
(iv)
user satisfaction; and
(v)
call volume data for 9–1–1 in the Program counties; and
(2)
creates a comprehensive implementation plan to expand the Program to each county in the State and includes service delivery options that maintain implementation flexibility for the county.
(c)
After the completion and submission of the report required under subsection (b) of this section, each county may determine the scope and manner of its participation in the Program.