Department of Information Technology - Evaluation and Development of a 3-1-1 Portal Using Artificial Intelligence
The bill is expected to enhance accessibility to nonemergency services and streamline the referral process for citizens seeking assistance. By providing a centralized point of contact for various government services, the integration of 2–1–1 and 3–1–1 systems is designed to reduce confusion among the public and improve the efficiency of service delivery. Additionally, counties are given the option to manage their systems independently, but they must adhere to standards set by the board, potentially fostering local responsibility as well.
House Bill 1141 seeks to establish a comprehensive framework for Maryland's nonemergency information and referral systems by creating a statewide 3–1–1 system integrated with the existing 2–1–1 service. This bill mandates the establishment of a Maryland 2–1–1 and 3–1–1 Board responsible for overseeing the implementation and operation of these systems to deliver vital information and service referrals to residents efficiently. It emphasizes the need for counties to adopt protocols that align with the statewide system and outlines the responsibilities of the Department of Human Services in line with best practices.
Discussion surrounding the bill has generally been supportive, citing its potential to streamline access to important services and improve community outreach by government agencies. Stakeholders emphasize the value of having a straightforward method for residents to obtain nonemergency assistance, especially in the context of public health and safety. However, there exists some concern about the costs involved for counties opting into the statewide system and the technological capacity they must commit to ensure compliance with the proposed standards.
Notably, the bill outlines the requirement for the Department of Information Technology to evaluate the use of artificial intelligence in creating a modern virtual 3–1–1 portal. This brings up discussions about the feasibility and implications of implementing AI technology in government services and whether it may lead to further investment or expansion of existing systems. Additionally, while the goal of a unified approach is commonly applauded, there are fears that smaller or underfunded counties may face challenges in maintaining their systems effectively, leading to disparities in service delivery across the state.