§ 143-162.1. First menu operator access. - North Carolina Statutes

§ 143‑162.1.  First menu operator access.

(a)        The General Assembly finds that:

(1)        Some telephone systems operated by State government agenciesrequire callers to proceed through several menus to finally reach an individualextension, an arrangement that can be intimidating to the caller;

(2)        Many State telephone systems also make it difficult to reachan attendant or operator at the agency; and

(3)        While automated telephone systems and voice mail areintended to improve the efficiency of government, the first duty of governmentis to serve the people, and efficiency should not impede the average citizen inattempting to contact a State agency for service or information.

(b)        State agency telephone systems routing calls to multipleextensions shall be reprogrammed by September 1, 1997, to minimize the numberof menus that a caller must go through to reach the desired extension, and toallow the caller to reach an attendant or operator after accessing not morethan two menus from the first menu when calling during normal business hours.As used in this section, the term "menu" refers to the first point inthe call at which the caller is asked to choose from two or more options,regardless of whether that choice is referred to as a menu, router, or otherterm within the telephone industry itself.

This act shall be implemented by State agencies with existing personnelat no additional cost to the State.

(c)        All State agencies shall include the agency's telephonenumber or numbers in a prominent place on all agency letterhead.

(d)        The provisions of subsection (b) of this section shall notapply to any "511" traveler information system operated by theDepartment of Transportation. (1997‑351,ss. 1, 2; 1999‑429, ss. 1, 2; 2003‑184, s. 4.)