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HB1589 Engrossed |
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LRB094 09848 RSP 40104 b |
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| AN ACT in relation to State government.
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| Be it enacted by the People of the State of Illinois, |
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| represented in the General Assembly:
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| Section 1. Short title. This Act may be cited as the Human |
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| Voice Contact
Act.
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| Section 5. Legislative findings. The General Assembly |
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| finds that:
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| (1) the people of this State, from time to time, need |
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| contact with State
agencies
because of problems or |
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| concerns;
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| (2) often when a person calls a State agency that |
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| person needs to talk to
an
individual, and it is not |
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| necessarily convenient or practical for that person
to |
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| leave a message or to
follow an automated menu;
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| (3) the purpose of State agencies is to serve the |
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| people of this State in
a manner
that is as accessible, |
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| efficient, and responsive as possible;
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| (4) when a person calls a State agency and receives an |
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| automated operator
or an
automated menu instead of a live |
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| operator, often that person is not able to
adequately |
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| receive
assistance or services; and
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| (5) the number of people calling a State agency and not |
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| getting the
assistance or
services that they are entitled |
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| to because the State agency does not have a
live operator |
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| answering
incoming phone calls grows by the day.
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| Section 10. Definition. In this Act, "State agency" means |
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| the same as in
Section 1-7 of
the Illinois State Auditing Act.
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| Section 15. Automated telephone answering equipment. A |
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| State agency that
uses
automated telephone answering equipment |
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| to answer incoming telephone calls
must, during the normal
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