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Amend CSSB 200 (Senate committee printing) in ARTICLE 2 of the bill as follows:
(1) In Section 531.0192(a)(3), Government Code (page 22, line 44) strike "; and".
(2) In Section 531.0192(a)(4), Government Code (page 22, line 48), strike the period and insert the following:
; and
(5) develop policies and standards for hotlines and call centers that include both quality and quantity performance measures and benchmarks and may include:
(A) client satisfaction with call resolution;
(B) accuracy of information provided;
(C) the percentage of received calls that are answered;
(D) the amount of time a caller spends on hold; and
(E) call abandonment rates.
(a-1) In developing policies and standards under Subsection (a)(5), the commission may allow varied performance measures and benchmarks for a hotline or call center based on factors affecting the capacity of the hotline or call center, including factors such as staffing levels and funding.