March 12, 2026

Maryland Matters

By William J. Ford

3-1-1 on 3-11

When she designated Wednesday as 3-1-1 Day, Sen. Cheryl Kagan (D-Montgomery) was not merely referencing the date, March 11.

She was referencing the fact that her bill to create a statewide, nonemergency phone system passed a preliminary vote and was headed toward final approval on the Senate floor. Senate Bill 114, a passion project for Kagan, also seeks to use artificial intelligence to answer callers’ questions and report minor incidents such as library closings, dates and times for early voting, or places to get a flu shot.

The main goal: Decrease the number of calls to 911. If approved, Maryland would be the first state in the nation with a statewide system.

The legislation stems from a November report by a work group that unanimously recommended the state create a phased approach to implementing a 311 system statewide, beginning with systems in four counties using artificial intelligence chatbots, ultimately expanding to a statewide system employing AI voice bots.

The bill’s fiscal note estimates at least $1 million would be needed in fiscal 2027 to hire a program manager, county liaison and a data specialist; conduct a media campaign to advertise the program; and coordinate with participating counties to ensure the chatbot and voicebot provide accurate information. The note also highlights that the network estimates “the need for similar annual funding levels through fiscal 2031 to administer and expand the 3-1-1 program.”

Cost savings would be realized because of assistance from the Maryland Information Network (MDInfoNet), which already manages statewide social service referrals through a 211 system. A 311 oversight board would be created within the information network.

Baltimore City and Anne Arundel, Baltimore, Montgomery, Prince George’s and St. Mary’s counties already operate a 311 system. An AI chatbot would be rolled out in two counties with a 311 system and another two without one. By June 30, 2027, a chatbot would be established in each county to include multilingual support, integration with geographic information system data and “clear escalation protocols to route complex requests to live agents.” The bill says a county “may choose not to participate” in the 311 program by submitting a letter to the board within 14 days after stating the reason why.

“This is going to supplement, not supplant where it exists now,” said Kagan, who has worked on this for seven years. “The counties, we give them flexibility as to how, when and whether to engage with this, but they will be part of the interoperability.”

A House version of the bill, sponsored by Del. Lesley Lopez (D-Montgomery), had a hearing last month. It has not yet come up for a vote.