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HOUSE JOINT RESOLUTION NO. 31
INTRODUCED BY R. MENAHAN
BY REQUEST OF THE HOUSE STATE ADMINISTRATION STANDING COMMITTEE
A JOINT RESOLUTION OF THE SENATE AND THE HOUSE OF REPRESENTATIVES OF THE STATE OF MONTANA URGING THE DEPARTMENT OF ADMINISTRATION TO DEVELOP A POLICY AND PROVIDE FOR TRAINING ON THE APPROPRIATE USE BY STATE AGENCIES OF PRERECORDED VOICE MENU ANSWERING SYSTEMS.
WHEREAS, state agencies are employed to do the public's business; and
WHEREAS, people seeking to contact agency personnel are increasingly frustrated by the use of prerecorded voice menu answering systems; and
WHEREAS, the inappropriate use of prerecorded voice menu systems results in many people having to wait while numerous and often complex menu options are presented; and
WHEREAS, in many cases, the menu presented either fails to offer an option to speak to a real person or the option to speak to a real person is offered only as the last choice on the menu; and
WHEREAS, there are appropriate uses of voice menu systems that avoid these negative consequences of using this technology; and
WHEREAS, a consistent and user-friendly policy for state agencies on the appropriate use of prerecorded voice menu answering systems that ensures that state agency personnel are instructed on how to use voice menu answering systems is desirable to better serve the public and improve customer service and public relations; and
WHEREAS, the Department of Administration has expressed a willingness to develop, in cooperation with the Information Technology Advisory Council, a coordinated and enforceable policy that would help agencies avoid the negative applications of voice menu systems; and
WHEREAS, government agencies should be responsive to the needs of the public and provide person-to-person customer service whenever possible.
NOW, THEREFORE, BE IT RESOLVED BY THE SENATE AND THE HOUSE OF REPRESENTATIVES OF THE STATE OF MONTANA:
That the Department of Administration be encouraged to develop, in cooperation with the Information Technology Advisory Council, a consistent and enforceable policy on state agency use of prerecorded voice menu answering systems.
BE IT FURTHER RESOLVED, that the policy should clearly specify what is or is not an appropriate use of a prerecorded voice menu answering system, the maximum length of recorded messages, and that a caller be offered the ability to talk to a real person.
BE IT FURTHER RESOLVED, that the Secretary of State send a copy of this resolution to each department of state government.
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Latest Version of HJ 31 (HJ0031.ENR)
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