SB 449, as introduced, Nielsen. State contracts: telecommunications: callback features.
Existing law governing the state acquisition of telecommunication services and goods, generally requires contracts for the acquisition of those goods and services, whether by lease or purchase, to be made by, or be made under the supervision of, the Department of Technology.
This bill would, on and after January 1, 2016, require any contract for the acquisition of telecommunications services, or any renewal of a contract for telecommunications services, for a state agency that interacts with, or receives inquiries from, the general public to provide for a queue callback feature, as described.
Vote: majority. Appropriation: no. Fiscal committee: yes. State-mandated local program: no.
The people of the State of California do enact as follows:
Section 12121 is added to the Public Contract
2Code, to read:
On and after January 1, 2016, any contract for the
4acquisition of telecommunications services, or any renewal of a
5contract for telecommunications services, for a state agency that
6interacts with, or receives inquiries from, the general public shall
7provide for a queue callback feature that allows customers calling
P2 1the state agency to be offered the option of receiving a call back
2from a representative of the state agency rather than wait on the
3telephone line for the next available representative.
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