New Jersey senator calls for action on bills requiring government offices to offer live phone assistance

NEW JERSEY — A New Jersey state senator is calling for immediate action on two bills aimed at improving government responsiveness, including legislation that would require certain government offices to give callers the option of speaking with a live person or leaving a recorded message.

Sen. Jon Bramnick, R-Middlesex, Morris, Somerset and Union, said Friday that residents should be able to get assistance from government offices in a reasonable amount of time, whether they are seeking information about utility bills, unemployment benefits or state regulations.

“I know my fellow New Jerseyans are as frustrated as I am when they call a government office and can’t speak to a live person or get help in a reasonable amount of time,” said Senator Bramnick. “Whether you’re calling the Board of Public Utilities about your utility bills, the Department of Labor about unemployment benefits, or seeking guidance on the new ABC rules, you deserve answers. It is unacceptable that taxpayers cannot get the timely assistance they need from their own government.”

Bramnick is urging the Legislature to advance Senate Bills S-965 and S-1008, which address access to government offices and the responsiveness of public agencies.

Under Senate Bill S-965, covered state and local government offices that use automated telephone answering services would be required to provide callers with the option of pressing zero to speak with a human operator or leave a recorded message during normal business hours.

“Government exists to serve the people, not leave them stuck in automated phone systems, waiting indefinitely for a response,” Bramnick said. “When people have a problem with their utilities, their unemployment benefits, or a government regulation, they need help from someone who can answer their questions and address their concerns.”

Senate Bill S-1008 would establish a State Office of Consumer, led by an official known as the Consumer Czar, to assess the responsiveness and accessibility of government offices and regulated health insurance companies.

The proposed office would conduct routine, periodic and random telephone assessments of local government offices, school district offices, state offices and regulated health insurance companies. The assessments would involve calling those offices to determine how responsive and accessible they are.

Bramnick, who has advocated for greater government accountability and responsiveness for years, said both bills should move forward to address residents’ difficulties obtaining assistance from government offices.

“New Jersey residents should not have to fight their way through a phone tree just to get basic information or assistance,” Bramnick added. “I have been fighting for government responsiveness for years, and it is time to move these bills forward. We need action on S965 and S1008 immediately. Taxpayers deserve a government that answers the phone, responds to their concerns, and treats their time with respect.”