Maryland2026Active
HB0009
Maryland 3-1-1 Oversight Board and Expansion Program
Last scannedAug 22, 2026, 4:24 AM
In one sentence
This law creates a new board to oversee the expansion of nonemergency government information systems using artificial intelligence in Maryland, starting with four pilot counties before expanding statewide.
What it does
- Establishes the Maryland 3-1-1 Oversight Board within the Maryland Information Network.
- Requires the use of chatbots and voicebots powered by artificial intelligence to answer questions and route calls in designated counties.
- Mandates that these systems support multiple languages, connect to geographic data for accurate routing, and include protocols to transfer complex requests to live agents.
- Sets a deadline of July 1, 2028, to implement the program in every county in Maryland based on an approved plan.
- Requires vendors to analyze user feedback regarding system accuracy and investigate responses marked as inaccurate by users.
Who it affects
- The newly created Maryland 3-1-1 Oversight Board
- County governments designated to participate in the program or expand their existing systems
- Vendors providing technology platforms for chatbots and voicebots
- Maryland residents who use nonemergency government information lines
Limits and unknowns
- The specific counties selected as the initial four pilot participants are not named in this text.
- The exact funding amounts required to run the program or pay vendors are not listed here.
- The detailed content of the final statewide implementation plan is determined later by the Board.
Plain language
Terms to know
- Chatbot
- A computer program available via phone, website, or app that uses artificial intelligence to answer typed questions using approved sources like government websites and service catalogs.
- Voicebot
- An artificial intelligence system available by phone that answers spoken questions using approved information sources and routes calls to appropriate destinations.
- 3-1-1 System
- A telephone service or technology used to access local government lines for reporting nonemergency community infrastructure and service issues.
Official record
Sources
Official summary
Establishing the Maryland 3-1-1 Oversight Board in the Maryland Information Network to oversee the expansion of 3-1-1 systems in Maryland; establishing the 3-1-1 Program to use certain artificial intelligence to answer certain questions and route certain calls in certain counties; and requiring the expansion of the 3-1-1 Program to all of the counties in Maryland after a certain time period.
Official activity
Bill history
- In the House - Hearing 2/10 at 1:00 p.m.