MarylandSB 01142026 Regular SessionSenate

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

Sponsored By: Cheryl C. Kagan (Democratic)

Signed by Governor

Public SafetyAdvertisingArtificial Intelligence -see also- BiometricsAwareness and OutreachCommittees and CommissionsContracts -see also- ProcurementCounties -see also- Chartered Counties; Code Counties; etc.Language -see also- Communications; LiteracyProcurementPublic InformationReportsStandards and Best PracticesSunsetTelecommunicationsTelephonesUtilities -see also- Recycl; Refuse; Sewage; Teleph; Water

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Bill Overview

Analyzed Economic Effects

6 provisions identified: 6 benefits, 0 costs, 0 mixed.

Chatbots for county 3-1-1 by 2027

By June 30, 2027, each designated county gets a 3-1-1 chatbot. Chatbots support many languages, use GIS for accurate routing, and send hard questions to live agents. Counties choose approved information sources for the chatbot. Vendors must track feedback, investigate answers users flag as wrong, and agencies must fix any wrong source webpages.

County 3-1-1 pilot and opt-out

The Board runs a 3-1-1 pilot. It picks two counties with 3-1-1 and two without to take part. A designated county can decline by sending a letter within 14 days that explains why. The law does not force any county to replace its current 3-1-1. A county that says no can join later.

Progress reports and statewide expansion plan

By December 1, 2027, the Board reports call totals by county, how requests were handled, costs and savings, and user access and satisfaction. By July 1, 2028, the Board submits an evaluation and a plan to expand the program to every county. After July 1, 2028, each county decides how and how much to take part.

Statewide 3-1-1 oversight and standards

The law creates the Maryland 3-1-1 Oversight Board inside the Maryland Information Network on July 1, 2026. The Board meets at least four times a year and includes lawmakers, state and county reps, and tech experts. The Network staffs the Board and runs vendor RFPs for 3-1-1 platforms. The Board sets tech, accessibility, equity, and data standards, approves multilingual outreach, and makes agreements so systems work together across counties and with 9-1-1, 2-1-1, and 9-8-8.

Technical committee to keep systems compatible

The law creates a 3-1-1 Technical Advisory Committee with county reps, 9-1-1 directors, and tech experts. It advises on data, AI, and links with 9-1-1, 2-1-1, and 9-8-8 to avoid bad interactions. Members are unpaid but can get travel expense reimbursement. The Committee runs from July 1, 2026 to September 30, 2028.

Voicebots for county 3-1-1 by Dec 2027

By December 1, 2027, each participating county gets a 3-1-1 voicebot. Voicebots support multiple languages, transfer calls to 9-1-1, 2-1-1, and 9-8-8, use GIS for routing, and escalate to staff when needed. Vendors use caller feedback to find errors, and agencies must correct wrong source pages.

Sponsors & Cosponsors

Sponsor

Cheryl C. Kagan
Democratic • Senate

Cosponsors

Dalya Attar
Democratic • Senate
Benjamin Brooks
Democratic • Senate
Paul D. Corderman
Republican • Senate
Brian J. Feldman
Democratic • Senate
Kevin M. Harris
Democratic • Senate
Katie Fry Hester
Democratic • Senate

Roll Call Votes

All Roll Calls

Yes: 178 • No: 0

House vote • 4/13/2026

Third Reading Passed

Yes: 133 • No: 0 • Other: 7

Senate vote • 3/13/2026