Bill > A08762

This bill requires all New York state agencies, including departments, bureaus, boards, commissions, authorities, and other state instrumentalities, to provide an initial option for members of the public to speak with a live representative in real time when they contact the agency by phone. Specifically, any automated phone system used by these state agencies must first offer an option to speak with a live representative before presenting any other numeric menu prompts or options. This means that when a person calls a state agency's designated contact number, they will immediately have the ability to connect with a human staff member, rather than being forced to navigate through a complex phone menu or potentially getting stuck in an automated system. The bill would take effect 180 days after becoming law, giving state agencies time to modify their current phone systems to comply with the new requirement. The goal appears to be improving public access to government services and ensuring that citizens can more easily communicate with state agency representatives when they have inquiries or need assistance.

Government Affairs

https://www.nysenate.gov/legislation/bills/2025/A8762