Workgroup To Study Implementation Of An Expanded 3-1-1 Nonemergency System Final Report
This Final Report presents the findings and recommendations of the Workgroup to Study Implementation of an Expanded 3-1-1 Nonemergency System for the State of Maryland. The strategic direction outlines a phased approach to establish a consolidated, AI-enabled 3-1-1 system. Key phases include establishing a Statewide 3-1-1 Oversight Board and launching AI chatbots in initial counties with unified data standards (Phase 1), expanding to AI-powered voice bots with multilingual support (Phase 2), and evaluating outcomes for statewide expansion (Phase 3). The plan aims to divert nonemergency calls from 9-1-1, improve equitable access to government services, and leverage AI to modernize service delivery and reduce costs, positioning Maryland as a national leader in this field.