3-1-1 Systems - Expansion Program and Oversight Board - Establishment

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SENATE BILL 114
E4 6lr1250
(PRE–FILED) CF HB 9
By: Senators Kagan Senator Kagan (By Request – Workgroup to Study the
Implementation of an Expanded 3 –1–1 Nonemergency System) and
Corderman and Senators Corderman, Attar, Brooks, Feldman, Harris, and
Hester
Requested: October 17, 2025
Introduced and read first time: January 14, 2026
Assigned to: Education, Energy, and the Environment
Committee Report: Favorable with amendments
Senate action: Adopted
Read second time: February 26, 2026

CHAPTER ______

AN ACT concerning 1

3–1–1 Systems – Expansion Program and Oversight Board – Establishment 2

FOR the purpose of establishing the Maryland 3 –1–1 Oversight Board in the Maryland 3
Information Network; establishing the 3 –1–1 Program to use certain artificial 4
intelligence to answer certain questions and route certain calls in certain counties; 5
requiring the expansion of creation and implementation of a plan to expand the 6
3–1–1 Program to all of the counties in Maryland on or before a certain date ; 7
establishing the 3 –1–1 Technical Advisory Committee ; and generally relating to 8
3–1–1 systems. 9

BY adding to 10
Article – Public Safety 11
Section 1–3A–01 through 1–3A–05 1–3A–06 to be under the new subtitle “Subtitle 12
3A. 3–1–1 Nonemergency Community Information and Referral Systems” 13
Annotated Code of Maryland 14
(2022 Replacement Volume and 2025 Supplement) 15

BY repealing and reenacting, without amendments, 16
Article – State Finance and Procurement 17
Section 3.5–801(a) and (c) 18
Annotated Code of Maryland 19
2 SENATE BILL 114

(2021 Replacement Volume and 2025 Supplement) 1

SECTION 1. BE IT ENACTED BY THE GENERAL ASSEMBLY OF MARYLAND, 2
That the Laws of Maryland read as follows: 3

Article – Public Safety 4

SUBTITLE 3A. 3–1–1 NONEMERGENCY COMMUNITY INFORMATION AND REFERRAL 5
SYSTEMS. 6

1–3A–01. 7

(A) IN THIS SUBTITLE THE FOLLOWING WORDS HAVE THE MEANINGS 8
INDICATED. 9

(B) “ARTIFICIAL INTELLIGENCE” HAS THE MEANING STAT ED IN § 3.5–801 10
OF THE STATE FINANCE AND PROCUREMENT ARTICLE. 11

(C) “BOARD” MEANS THE MARYLAND 3–1–1 OVERSIGHT BOARD 12
ESTABLISHED UNDER § 1–3A–02 OF THIS SUBTITLE. 13

(D) “CHATBOT” MEANS A COMPUTER PRO GRAM AVAILABLE THROU GH A 14
PHONE NUMBER , A WEBSITE , OR AN APPLICATION TH AT SIMULATES HUMAN 15
CONVERSATION THROUGH TEXT OR VOICE , USING ARTIFICIAL INT ELLIGENCE TO 16
RESPOND TO TYPED QUE STIONS USING INFORMA TION FROM CURATED , 17
AGENCY–APPROVED SOURCES SUC H AS GOVERNMENT WEBS ITES, SERVICE 18
CATALOGS, ORDINANCES, FORMS, AND GEOGRAPHIC INFOR MATION SYSTEM 19
LAYERS. 20

(E) “PROGRAM” MEANS THE 3–1–1 PROGRAM ESTABLISHED U NDER § 21
1–3A–04 OF THIS SUBTITLE. 22

(F) “3–1–1 SYSTEM” MEANS A TELEPHONE SE RVICE OR OTHER 23
TECHNOLOGY USED TO A CCESS A LOCAL GOVERN MENT SERVICE LI NE, DESIGNED 24
FOR REPORTING AND RE SOLVING COMMUNITY IN FRASTRUCTURE AND SER VICE 25
ISSUES ON A NONEMERGENCY BASIS. 26

(G) “VOICEBOT” MEANS A COMPUTER PRO GRAM AVAILABLE THROU GH A 27
PHONE NUMBER THAT SI MULATES HUMAN CONVER SATION USING ARTIFIC IAL 28
INTELLIGENCE TECHNOLOGY THAT: 29

(1) RESPONDS TO VOCAL QU ESTIONS OVER THE PHO NE USING 30
INFORMATION FROM CUR ATED, AGENCY–APPROVED SOURCES SUC H AS 31
SENATE BILL 114 3

GOVERNMENT WEBSITES , SERVICE CATALOGS , ORDINANCES, FORMS, AND 1
GEOGRAPHIC INFORMATION SYSTEM LAYERS; AND 2

(2) ROUTES CALLS TO APPROPRIATE DESTINATIONS. 3

1–3A–02. 4

(A) THERE IS A MARYLAND 3–1–1 OVERSIGHT BOARD IN THE MARYLAND 5
INFORMATION NETWORK. 6

(B) THE BOARD CONSISTS OF: 7

(1) TWO MEMBERS OF THE SENATE OF MARYLAND, APPOINTED BY 8
THE PRESIDENT OF THE SENATE; 9

(2) TWO MEMBERS OF THE HOUSE OF DELEGATES, APPOINTED BY 10
THE SPEAKER OF THE HOUSE; 11

(3) THE FOLLOWING MEMBERS APPOINTED BY THE GOVERNOR: 12

(I) A PERSON WITH EXPERTISE IN ARTIFICIAL INTELLIGENCE; 13

(II) A PERSON WITH EXPERTISE IN GEOGRAPHIC INFORMATION 14
SYSTEMS; AND 15

(III) A MEMBER OF THE GENE RAL PUBLIC TO SERVE AS THE 16
CHAIR OF THE BOARD; AND 17

(4) ONE REPRESENTATIVE FROM EACH OF THE FOLLOWING: 18

(I) THE MARYLAND INFORMATION NETWORK; 19

(II) THE MARYLAND DEPARTMENT OF INFORMATION 20
TECHNOLOGY; 21

(III) THE MARYLAND DEPARTMENT OF EMERGENCY 22
MANAGEMENT; 23

(IV) THE MARYLAND DEPARTMENT OF AGING; 24

(V) THE MARYLAND DEPARTMENT OF DISABILITIES; 25

(VI) THE MARYLAND 9–1–1 BOARD; 26
4 SENATE BILL 114

(VII) THE MARYLAND ASSOCIATION OF COUNTIES; 1

(VIII) THE MARYLAND MUNICIPAL LEAGUE; 2

(IX) A COUNTY IN THE STATE THAT IS NOT PAR TICIPATING IN 3
THE PROGRAM UNDER § 1–3A–04 OF THIS SUBTITLE AND DOES NOT HAVE AN 4
EXISTING 3–1–1 SYSTEM; 5

(X) A COUNTY IN THE STATE THAT IS NOT PAR TICIPATING IN 6
THE PROGRAM UNDER § 1–3A–04 OF THIS SUBTITLE AND HAS AN EXISTING 3–1–1 7
SYSTEM; 8

(XI) A COUNTY IN THE STATE THAT IS PARTICI PATING IN THE 9
PROGRAM UNDER § 1–3A–04 OF THIS SUBTITLE AND DOES NOT HAVE AN EXISTING 10
3–1–1 SYSTEM; AND 11

(XII) A COUNTY IN THE STATE THAT IS PARTICI PATING IN THE 12
PROGRAM UNDER § 1–3A–04 OF THIS SUBTITLE AND HAS AN EXISTING 3–1–1 13
SYSTEM. 14

(C) THE TERMS OF THE MEMB ERS DESCRIBED IN SUB SECTION (B)(1), (2), 15
AND (4)(IX) THROUGH (XII) OF THIS SECTION SHALL TERMINATE AFTER THE BOARD 16
SUBMITS THE REPORT REQUIRED UNDER § 1–3A–05(B) OF THIS SUBTITLE. 17

(D) THE BOARD SHALL MEET AT LEAST FOUR TIMES PER CALENDAR YEAR. 18

(E) FOR PURPOSES OF THE OPEN MEETINGS ACT, A PROJECT SITE VISIT OR 19
EDUCATIONAL FIELD TOUR MAY NOT BE CONSIDERED A MEETING OF THE BOARD IF 20
NO ORGANIZATIONAL BUSINESS IS CONDUCTED. 21

(F) A MEMBER OF THE BOARD: 22

(1) MAY NOT RECEIVE COMPENSATION AS A MEMBER OF THE BOARD; 23
BUT 24

(2) IS ENTITLED TO REIMB URSEMENT FOR EXPENSE S UNDER THE 25
STANDARD STATE TRAVEL REGULATIONS, AS PROVIDED IN THE STATE BUDGET. 26

(G) THE MARYLAND INFORMATION NETWORK SHALL PROVIDE STAFF TO 27
THE BOARD. 28

1–3A–03. 29
SENATE BILL 114 5

(A) THE BOARD SHALL: 1

(1) DESIGNATE COUNTIES TO PARTICIPATE IN THE PROGRAM; 2

(2) ESTABLISH EVALUATION CRITERIA FOR THE PROGRAM; 3

(3) REVIEW VENDOR APPLIC ATIONS SUBMITTED TO THE BOARD BY 4
THE MARYLAND INFORMATION NETWORK UNDER § 1–3A–04(D) OF THIS SUBTITLE 5
AND SELECT A VENDOR; 6

(4) ENSURE 3–1–1 SYSTEMS ALIGN WITH B EST PRACTICES FOR 7
TECHNOLOGY, ACCESSIBILITY, AND EQUITY; 8

(5) APPROVE AND COORDINATE STATEWIDE MARKETING STRATEGIES 9
FOR THE PROGRAM UNDER THIS SUBTITLE; 10

(6) IMPLEMENT THE PROGRAM; 11

(7) ESTABLISH MEMORANDUM S OF UNDERSTANDING W ITH 12
COUNTIES, UTILITIES, AND OTHER STAKEHOLDERS TO ENSURE INTEROPERABILITY; 13
AND 14

(7) (8) DEVELOP A SET OF UNI FIED STATEWIDE DATA STANDARDS 15
FOR 3–1–1 SYSTEMS. 16

(B) MARKETING STRATEGIES APPROVED UNDER THIS SECTION SHALL BE: 17

(1) ACCESSIBLE; 18

(2) MULTILINGUAL; AND 19

(3) CULTURALLY COMPETENT. 20

1–3A–04. 21

(A) THE BOARD SHALL ESTABLISH A 3–1–1 PROGRAM. 22

(B) THE PURPOSE OF THE PROGRAM IS TO EVALUATE AND EXPAND THE USE 23
OF 3–1–1 SYSTEMS IN THE STATE. 24

6 SENATE BILL 114

(C) (1) THE BOARD SHALL DESIGNATE TWO COUNTIES THAT HAVE 3–1–1 1
SYSTEMS AND TWO COUNTIES THAT DO NOT HAVE 3–1–1 SYSTEMS TO PARTICIPATE 2
IN THE PROGRAM. 3

(2) A COUNTY DESIGNATED UN DER PARAGRAPH (1) OF THIS 4
SUBSECTION MAY CHOOSE NOT TO PARTICIPATE IN THE PROGRAM BY SUBMITTING 5
A LETTER TO THE BOARD WITHIN 14 DAYS AFTER THE COUNT Y’S DESIGNATION 6
STATING THE REASON FOR NOT PARTICIPATING. 7

(D) THE BOARD SHALL REQUIRE THE MARYLAND INFORMATION NETWORK 8
TO: 9

(1) SOLICIT REQU ESTS FOR PROPOSALS F ROM VENDORS FOR 10
TECHNOLOGY PLATFORMS AND OTHER SERVICES N ECESSARY TO RUN 3–1–1 11
SYSTEMS FOR THE PROGRAM; AND 12

(2) SUBMIT A LIST OF POSSIBLE VENDORS TO THE BOARD. 13

(E) (1) ON OR BEFORE JUNE 30, 2027, THE BOARD SHALL ESTABLISH A 14
CHATBOT IN EACH COUNTY DESIGNATED BY THE BOARD UNDER SUBSECTION (C) OF 15
THIS SECTION. 16

(2) EACH CHATBOT SHALL INCLUDE: 17

(I) MULTILINGUAL SUPPORT; 18

(II) INTEGRATION WITH GEO GRAPHIC INFORMATION SYSTEM 19
DATA FOR ACCURATE ROUTING; AND 20

(III) CLEAR ESCALATION PRO TOCOLS TO ROUTE COMP LEX 21
REQUESTS TO LIVE AGENTS. 22

(3) (I) EACH COUNTY PARTICIPA TING IN THE PROGRAM SHALL 23
DESIGNATE THE SOURCES A CHATBOT MAY USE IN RESPONDING TO QUESTIONS. 24

(II) 1. THE VENDOR OF THE 3–1–1 SYSTEM CHOSEN TO HOST 25
A CHATBOT SHALL ANALYZE THE PERFORMANCE OF THE CHATBOT BASED ON USER 26
FEEDBACK REGARDING ACCURACY OF CHATBOT RESPONSES. 27

2. A. THE VENDOR SHALL INVE STIGATE AN ANSWER 28
THAT A USER DESIGNATES AS INACCURATE. 29

SENATE BILL 114 7

B. IF THE SOURCE IS DETE RMINED TO BE INACCURATE, 1
THE AGENCY OPERATING THE SOURCE WEBPAGE S HALL UPDATE IT TO BE COME 2
ACCURATE. 3

(F) (1) ON OR BEFORE DECEMBER 1, 2028 2027, THE BOARD SHALL 4
ESTABLISH A VOICEBOT IN EACH PARTICIPATING COUNTY. 5

(2) EACH VOICEBOT SHALL INCLUDE: 6

(I) MULTILINGUAL SUPPORT; 7

(II) THE ABILITY TO TRANS FER CALLS TO 9–1–1, 2–1–1, AND 8
9–8–8, AS NEEDED; 9

(III) INTEGRATION WITH GEO GRAPHIC INFORMATION SYSTEM 10
DATA FOR ACCURATE ROUTING; AND 11

(IV) CLEAR ESCALATION PRO TOCOLS T O ROUTE COMPLEX 12
REQUESTS TO LIVE AGENTS. 13

(3) THE VENDOR OF THE 3–1–1 SYSTEM CHOSEN TO HOST A VOICEBOT 14
SHALL ANALYZE THE PE RFORMANCE OF THE VOI CEBOT IN THE SAME WA Y AS THE 15
CHATBOT UNDER SUBSECTION (E)(3)(II) OF THIS SECTION. 16

(G) ON OR BEFORE JULY 1, 2028, THE BOARD SHALL IMPLEMENT THE 17
PROGRAM IN EACH COUNTY IN TH E STATE ACCORDING TO THE IMPLEMENTATION 18
PLAN SUBMITTED UNDER § 1–3A–05(B) OF THIS SUBTITLE. 19

1–3A–05. 20

(A) (1) ON OR BEFORE DECEMBER 1, 2027, THE BOARD, IN 21
CONSULTATION WITH THE MARYLAND INFORMATION NETWORK, SHALL SUBMIT A 22
REPORT TO THE GOVERNOR AND, IN ACCORDANCE WITH § 2–1257 OF THE STATE 23
GOVERNMENT ARTICLE, THE GENERAL ASSEMBLY ON THE PROGR ESS OF THE 24
PROGRAM. 25

(2) THE REPORT REQUIRED U NDER THIS SUBSECTION SHALL 26
INCLUDE: 27

(I) CALL DEFLECTION TRACKING BASED ON THE REDUCTION IN 28
9–1–1 CALLS FOR THAT TIME PERIOD THE NUMBER OF 3–1–1 CALLS AND REQUESTS 29
AGGREGATED BY COUNTY; 30

8 SENATE BILL 114

(II) THE SUBJECT MATTER A ND TYPE OF ISSUES RA ISED BY 1
USERS; 2

(III) HOW A CALL OR REQUEST IS ADDRESSED, INCLUDING: 3

1. INFORMATION PROVIDED TO THE CALLER; 4

2. THE NUMBER OF CALLS OR REQUESTS TRANSFERRED 5
TO OTHER SYSTEMS, INCLUDING 9–1–1, 2–1–1, 9–8–8, AND LOCAL 3–1–1; AND 6

3. WHETHER A SERVICE REQUEST TICKET IS CREATED; 7

(IV) SERVICE DELIVERY OPTIONS T HAT MAINTAIN FLEXIBI LITY 8
FOR THE COUNTY; 9

(V) ESTIMATES OF A COUNT Y’S COSTS AND SAVINGS FOR 10
IMPLEMENTATION OF THE PROGRAM; 11

(II) (VI) USER SATISFACTION; 12

(III) (VII) ACCESSIBILITY OF THE 3–1–1 SYSTEM; 13

(IV) (VIII) COSTS SAVED BY A EACH PARTICIPATING COUNTY, IF 14
ANY; 15

(V) (IX) AN EVALUATION OF THE INTEGRATION OF THE 16
CHATBOTS AND VOICEBOTS INTO EACH PARTICIPATING COUNTY; AND 17

(VI) (X) RECOMMENDATIONS FOR IMPROVEMENT. 18

(B) ON OR BEFORE JULY 1, 2028, THE BOARD, IN CONSULTATION WITH THE 19
MARYLAND INFORMATION NETWORK, SHALL SUBMIT A REPORT TO THE GOVERNOR 20
AND, IN ACCORDANCE WITH § 2–1257 OF THE STATE GOVERNMENT ARTICLE, THE 21
GENERAL ASSEMBLY THAT: 22

(1) EVALUATES THE IMPLEM ENTATION OF THE PROGRAM 23
INCLUDING: 24

(I) COST EFFECTIVENESS OF THE CHATBOT AND VOICEBOT; 25

(II) EQUITY IN SERVICE ACCESS; 26

(III) CHALLENGES OF INTEGR ATING THE CHATBOT AN D 27
VOICEBOT INTO COUNTY SYSTEMS; 28
SENATE BILL 114 9

(IV) USER SATISFACTION; AND 1

(V) CALL VOLUME DATA FOR 9–1–1 IN THE PROGRAM 2
COUNTIES; AND 3

(2) CREATES A COMPREHENSIVE IMPLEMENTATION PLAN TO EXPAND 4
THE PROGRAM TO EACH COUNTY IN THE STATE AND INCLUDES SERVICE DELIVERY 5
OPTIONS THAT MAINTAIN IMPLEMENTATION FLEXIBILITY FOR THE COUNTY. 6

(C) AFTER THE COMPLETION AND SUBMISSION OF THE REPORT REQUIRED 7
UNDER SUBSECTION (B) OF THIS SECTION , EACH COUNTY MAY DETERMINE THE 8
SCOPE AND MANNER OF ITS PARTICIPATION IN THE PROGRAM. 9

1–3A–06. 10

NOTHING IN THIS SUBTITLE SHALL BE CONSTRUED TO: 11

(1) REQUIRE THE REPLACEM ENT OR PREEMPTION OF ANY 12
OPERATIONS OR FUNCTIONS OF AN EXISTING 3–1–1 SYSTEM IN THE STATE; OR 13

(2) PROHIBIT A COUNTY THAT HAS CHOSEN NOT TO PARTICIPATE IN 14
THE PROGRAM UNDER § 1–3A–04(C)(2) OF THIS SUBTITLE FRO M SUBSEQUENTLY 15
CHOOSING TO PARTICIPATE IN THE PROGRAM. 16

Article – State Finance and Procurement 17

3.5–801. 18

(a) In this subtitle the following words have the meanings indicated. 19

(c) “Artificial intelligence” means a machine–based system that: 20

(1) can, for a given set of human –defined objectives, make predictions, 21
recommendations, or decisions influencing real or virtual environments; 22

(2) uses machine and human –based inputs to perceive real and virtual 23
environments and abstracts those perceptions into models through analysis in an 24
automated manner; and 25

(3) uses model inference to formulate options for information or action. 26

SECTION 2. AND BE IT FURTHER ENACTED, That: 27

(a) There is a 3–1–1 Technical Advisory Committee. 28
10 SENATE BILL 114

(b) The Committee consists of the following members: 1

(1) one representative of a county that operates an existing 3–1–1 system, 2
designated by the Executive Director of the Maryland Association of Counties; 3

(2) one representative of a county that does not operate a 3 –1–1 system, 4
designated by the Executive Director of the Maryland Association of Counties; 5

(3) one 9–1–1 Public Safety Answering Point Director, designated by the 6
Secretary of Emergency Management, with technical expertise from a county that operates 7
an existing 3–1–1 system, or their designee; 8

(4) one 9–1–1 Public Safety Answering Point Director, designated by the 9
Secretary of Emergency Management, with technical expertise from a county that does not 10
operate a 3–1–1 system, or their designee; 11

(5) one geographic information systems expert who is not serving on the 12
Maryland 3–1–1 Oversight Board, appointed by the Secretary of Information Technology; 13
and 14

(6) the following members appointed by the Governor: 15

(i) one data interoperability expert; and 16

(ii) one expert in artificial intelligence applications in public service 17
deliveries. 18

(c) A member of the Committee: 19

(1) may not receive compensation as a member of the Committee; but 20

(2) is entitled to reimbursement for expenses under the Standard State 21
Travel Regulations, as provided in the State budget. 22

(d) The Committee shall provide technical guidance to the Maryland 3 –1–1 23
Oversight Board and the 3 –1–1 Program to avoid negative unintended consequences 24
related to interoperability among Maryland 3 –1–1 voicebots and chatbots and existing 25
3–1–1, 2–1–1, 9–1–1, 9–8–8, and local nonemergency public safety systems. 26

SECTION 2. 3. AND BE IT FURTHER ENACTED, That this Act shall take effect 27
July 1, 2026. Section 2 of this Act shall remain effective for a period of 2 years and 3 months 28
and, at the end of September 30, 2028, Section 2 of this Act, with no further action required 29
by the General Assembly, shall be abrogated and of no further force and effect. 30