Bill
SD 852
Requires all Massachusetts state offices to add non-keypad call routing (no keypad input) with equitable wait times, boosting phone access for blind or visually impaired callers.
Title: An Act increasing government accessibility for persons who are blind or visually impaired
Status and Timeline
- Introduced: January 14, 2025
- House action: House concurred on February 27, 2025
- Referral: Committee on State Administration and Regulatory Oversight
- Legislative context: Proposed bill in the 194th General Court (2025-2026)
Purpose and Intent
- The bill seeks to improve public access to Massachusetts government by ensuring that dialing into government offices is usable by people who are blind or visually impaired. Specifically, it aims to replace or supplement dial-by-name directories with an alternative call-routing method that does not require keypad use, reduces wait-time disparities, and remains accessible to blind/visually impaired callers.
Key Provisions
- Insertion of new Section 3G into Chapter 7 of the General Laws.
- Required routing method: Any executive, legislative, or judicial office, agency, department, division, or commission of the Commonwealth that uses a dial-by-name directory must provide, in addition to or in replacement of the existing directory:
- A method of routing calls that does not require callers to use a telephone keypad;
- A system that prevents disparate wait times for callers who use this method;
- Accessibility for blind or visually impaired individuals.
- The provision emphasizes that the new routing method can be implemented alongside the existing dial-by-name system, not necessarily as a complete repeal.
Who Is Affected
- Affected entities: All Commonwealth offices and agencies (executive, legislative, and judicial branches) that utilize a dial-by-name directory.
- Beneficiaries: Persons who are blind or visually impaired and the general public seeking access to state government operations via telephone.
Implementation and Practical Considerations
- Technology and accessibility: Agencies would need to adopt or upgrade routing systems (e.g., voice-activated menus, speech recognition, or other non-keypad input options) to meet the “no keypad required” criterion and ensure accessible design.
- Wait times: The bill requires equitable wait experiences for users of the new routing method, potentially prompting performance standards and monitoring.
- Cost and procurement: Agencies may incur costs associated with implementing accessible routing solutions and ensuring ongoing compatibility with assistive technologies.
- Effective date: The text does not specify an explicit effective date; typical implementation would follow passage unless another provision sets a timeline.
Notes
- This bill reflects a focus on accessibility and universal access to government services, aligning with broader accessibility and equal access goals.
Compiled from official sources — confirm details with the bill’s official record.
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