Work group calls for AI-enabled nonemergency phone system statewide to ease burden on 911
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Maryland would become first state in nation to do so; Kagan says estimated cost could be $2.5 million for two years.
This article was originally published by Maryland Matters.
A new report says Maryland should press forward with plans for a nonemergency 311 call system assisted by artificial intelligence, to reduce the number of nonemergency calls to 911 while more efficiently answering residents’ questions.
Maryland would be the first state in the nation with such a system, according to the 23-page report released Saturday by the Workgroup to Study Implementation of an Expanded 3-1-1 Nonemergency System. The report proposes a phased approach that would begin with systems in four counties using AI chatbots, ultimately expanding to a statewide system employing AI voice bots.
Sen. Cheryl Kagan (D-Montgomery), who chaired the work group, said Monday the recommendations will be crafted into legislation she will sponsor with Sen. Paul Corderman (R-Washington and Frederick) in the coming legislative session. The report does not discuss how to pay for the system, which Kagan estimates could cost $2.5 million for the two-year phase-in.
“We are going to be pinching our pennies pretty hard this year as we face significant budget challenges,” she said. “I realize that very few programs are likely to be created. This is one makes sense.”
A companion House bill will be introduced by Del. Lesley Lopez (D-Montgomery) and Del. Nic Kipke (R-Anne Arundel).
“AI is obviously evolving quickly. It has a lot of advantages, especially as it relates to finding of information,” Kipke said. “We currently, in some parts of the state, have a 311 system where people can connect and access information. This definitely would take it to the next level.”
According to the report, a nonemergency system would not only redude 911 calls, but would also improve access to government services for those in rural jurisdictions and leverage AI technology to modernize services and reduce costs.
Six jurisdictions currently offer some form of 311 service: Baltimore, Anne Arundel, Montgomery, Prince George’s and St. Mary’s counties and Baltimore City. The workgroup called for a system boosted by an AI chatbot to be rolled out in two of those jurisdictions and in two counties that do not now have a 311 system. It also called for creationg of an oversight board within the Maryland Information Network (MDInfoNet), which already manages statewide nonemergency referral services.
The next would be adding A1-powered voice bot technology to serve residents “who prefer phone interactions or lack digital access.” Some of the performance indicators would be to assess the percentage of calls resolved without human intervention, changes in staffing needs and caller wait times and customer satisfaction.
Finally, a move toward statewide expansion would be based on a comprehensive evaluation by the oversight board of the cost effectiveness, equity in service and integration challenges of the service, among other things.
The report estimates the entire process to implement the program could take up to two years.
Some ideas could come from jurisdictions that already have nonemergency systems.
Baltimore City established the first nonemergency system in the country in 1996. Balt311 operates from 6 a.m. to 10 p.m. and allows residents to report problems or submit requests such as trash pickup, a dead animal removal and water leak repairs. There’s no AI integration in the system, so residents can either speak with a live agent, go online, or go through a mobile app.
St. Mary’s County created a web-based service five years ago for residents to report problems or submits requests using an interactive map. Unlike the other counties, it does not have a phone service, but is web-only.
“This in-state assessment demonstrates that Maryland already has a strong base of operational experience, ranging from Baltimore’s mature system to newer and more limited platforms like St. Mary’s,” the report said.
“At the same time, counties without 3-1-1 highlight the risks of uneven access,” it said. “Together, these findings suggest that a coordinated statewide model could both build on existing investments and ensure more equitable service delivery across jurisdictions.”