Maryland’s 3-1-1 Workgroup has approved a plan to launch a State-funded, AI-enabled nonemergency service system — a first-of-its-kind model designed to ease pressure on 9-1-1 centers, modernize customer service, and connect residents to help faster.
Maryland’s 3-1-1 Workgroup has unanimously endorsed recommendations to establish the nation’s first statewide, AI-supported 3-1-1 platform — a significant step toward improving customer service, streamlining resident requests, and reducing the growing nonemergency workload on 9-1-1 centers.
The Workgroup to Study Implementation of an Expanded 3-1-1 Nonemergency System, chaired by Senator Cheryl Kagan and staffed by the Maryland Department of Information Technology (DoIT), was created by Senate Bill 775 (2025) to explore a unified approach to nonemergency communication.
The group brought together local government officials, technology experts, and state agencies — including MACo, which participated as a voting member — to identify scalable solutions to help counties deliver more efficient service and reduce unnecessary 9-1-1 calls.
Throughout this process, MACo has worked to ensure county voices remain central to the design and implementation of the system, advocating for a framework that reflects local needs and capacities. MACo will continue to support a State-funded approach that ensures sustainable, long-term investment in both 3-1-1 and 9-1-1 modernization — safeguarding county budgets while enabling equitable access across Maryland.
What Is 3-1-1?
3-1-1 connects residents to nonemergency government services and information — everything from reporting potholes and trash collection issues to asking about permits, public works, or community events.
Unlike 9-1-1, which handles emergencies, 3-1-1 offers a single, easy-to-remember number for general inquiries and service requests.
Several Maryland counties, such as Anne Arundel, Montgomery, and St. Mary’s, already operate local 3-1-1 systems. But coverage varies across the state, and residents elsewhere often struggle to navigate different agency websites or phone lines to find help.
A statewide 3-1-1 system would create a consistent, accessible platform for all Marylanders — reducing confusion, improving customer service, and helping counties track and resolve issues more efficiently.
Phased Approach: Technology, Coordination, and Local Flexibility
The approved plan recommends a four-phase approach to building the statewide system:
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Phase 1: Launch an AI chatbot in two counties with existing 3-1-1 systems and two counties without such systems, alongside a set of unified statewide data standards.
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Phase 2: Establish a Statewide 3-1-1 Oversight Board hosted by the Maryland Information Network (MDInfoNet).
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Phase 3: Add AI-powered voice bots to handle nonemergency calls with multilingual support and routing capabilities.
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Phase 4: Evaluate outcomes and consider statewide expansion based on demonstrated effectiveness.
Together, these steps create a model that emphasizes governance, interoperability, and local choice — ensuring counties can integrate existing systems or opt in as capacity allows.
AI to Enhance Efficiency and Accessibility
The Workgroup envisions AI as a tool to lighten the load on 9-1-1 specialists while providing a modern, digital “front door” to government services. The initial chatbot pilot will allow residents to access service information through a single online portal, complete with multilingual support and GIS mapping to route requests accurately.
Later phases would integrate AI voice technology for nonemergency calls — providing 24/7 access, faster response times, and improved routing accuracy. This approach ensures that 9-1-1 centers remain focused on emergencies while counties gain new tools to handle service requests more efficiently.
Governance and County Coordination
Under the plan, a new 3-1-1 Oversight Board within MDInfoNet would coordinate statewide standards for data, cybersecurity, and system management. The board would include representation from counties and municipalities, reflecting the shared responsibility of local governments in delivering front-line services.
The framework also calls for a consistent statewide marketing and education campaign to help residents understand when to use 3-1-1 instead of 9-1-1, improving call routing and resource allocation across counties.
Next Steps and County Impact
The approved framework positions Maryland to build a modern, resident-centered service system that bolsters coordination between state and local governments. By standardizing service requests and data collection, 3-1-1 will improve efficiency, reduce duplication, and ensure every county — regardless of size or capacity — can deliver consistent, high-quality service.
The Workgroup’s final report now heads to the General Assembly for the 2026 session, where lawmakers will consider legislation to fund, govern, and pilot the statewide system.
MACo will continue to advocate for a State-funded model that protects local budgets, supports county participation, and ensures sustainable long-term investment in both 3-1-1 and 9-1-1 modernization.
Stay tuned to Conduit Street for updates as the final report becomes public and the proposal advances through the legislative process.
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