Ciresi introduces legislation to improve access to state government through live phone services

Rep. Joseph Ciresi    September 13, 2023 | 10:27 AM

HARRISBURG, Sept. 12 – State Rep. Joe Ciresi, D-Montgomery, introduced H.B. 1671 today, which would improve state agency customer service by requiring the availability of live phone services on their public lines.

“All too often, when our residents call state agencies’ customer service systems, they face constant frustrations, such as being constantly redirected,” Ciresi said. “It shouldn’t be so difficult and time consuming to speak to a live representative to get critical information. My bill would make sure Pennsylvanians are able to speak to a live person when they call the state government looking for help.”

The legislation would prohibit commonwealth agencies from using computer or automated answering systems in a way that impede callers’ abilities to speak with an agency employee, ensure that they are allowed to speak with someone able to answer questions about, provide information on, and provide assistance with services and duties of the agency.

“Our residents expect and deserve excellent customer service," Ciresi said. "We need to make sure residents are able to reach their government when they need it, and ensuring live phone lines will increase both customer satisfaction and agency performance.”

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