Bill > HB9

This bill establishes a 3-1-1 Nonemergency Community Information and Referral Systems program and an oversight board in Maryland to expand the use of 3-1-1 systems, which are telephone services or other technologies used to access local government services for nonemergency issues. The Maryland 3-1-1 Oversight Board, composed of legislative members, gubernatorial appointees with expertise in artificial intelligence and geographic information systems, and representatives from various state agencies and local government organizations, will oversee the program. The program aims to evaluate and expand 3-1-1 systems, including the implementation of chatbots and voicebots that use artificial intelligence (AI) to simulate human conversation and respond to inquiries using curated, agency-approved information. These AI systems will be required to offer multilingual support, integrate with geographic information systems for accurate routing, and have clear protocols for escalating complex requests to live agents. The bill mandates that the Board designate counties to participate in the program, review vendor applications for technology platforms, ensure 3-1-1 systems align with best practices, and develop statewide data standards. The Board is also tasked with submitting reports on the program's progress, including user satisfaction, cost savings, and recommendations for improvement, and developing a plan to expand the program statewide by July 1, 2028. The bill also defines "artificial intelligence" as a machine-based system capable of making predictions, recommendations, or decisions, and "chatbot" and "voicebot" as AI-powered computer programs designed to simulate human conversation via text or voice for accessing government services.

Government Affairs

https://mgaleg.maryland.gov/mgawebsite/Legislation/Details/HB0009?ys=2026RS