System updates will be applied on February 19, 2026 at 6:00 PM. These updates will include changes to the user interface. Work is expected to take approximately 30 minutes to complete, during which the site will be unavailable.
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.