BILL ANALYSIS                                                                                                                                                                                                    



                                                                  AB 865
                                                                  Page  1

          CONCURRENCE IN SENATE AMENDMENTS
          AB 865 (Davis)
          As Amended June 24, 2008
          Majority vote
           
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          |ASSEMBLY:  |76-0 |(January 28,    |SENATE: |28-3 |(July 10,      |
          |           |     |2008)           |        |     |2008)          |
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           Original Committee Reference:    B. & P.  

           SUMMARY  :  Enacts the State Agency Live Customer Service Act that  
          requires each state agency to answer an incoming call with a  
          live customer service agent or automated telephone answering  
          equipment with an automated prompt that allows a caller to  
          select the option to speak
          with a live customer service agent.
          
           The Senate amendments  limit the requirements of this bill to the  
          following agencies:  State and Consumer Services; Business,  
          Transportation and Housing; California Environmental Protection;  
          California Health and Human Services; Labor and Workforce  
          Development; Resources; and, Youth and Adult Correctional.

           EXISTING LAW  requires each state agency to establish a procedure  
          whereby incoming telephone calls on any public line shall be  
          answered within 10 rings during regular business hours, except  
          where emergency or illness require adjustments to normal  
          staffing levels.

           AS PASSED BY THE ASSEMBLY  , this bill was substantially similar  
          to the version passed by the Senate.

           FISCAL EFFECT  :  According to the Senate Appropriations  
          Committee, pursuant to Senate Rule 28.8, negligible state costs.

           COMMENTS  :  This bill modifies current law to account for the  
          fact that some state agencies use automated telephone services  
          to provide specific information to callers or to route telephone  
          calls to the appropriate state agency personnel.  The bill  
          requires, with limited exceptions, that the automated telephone  
          services shall allow a caller to select an option to speak with  
          a live customer service agent and that the state agency shall  
          have a live customer service agent available for this purpose.








                                                                  AB 865
                                                                  Page  2


          This bill as amended in the Senate is substantially similar to  
          the version passed by the Assembly.


           Analysis Prepared by  :    Rebecca May / B. & P. / (916) 319-3301


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