Relates to utility service call centers

Title of bill

An act to amend the public service law, in relation to utility service call centers

Purpose or general idea of bill

This bill requires public utilities to provide certain call center services.

Summary of specific provisions

A new subdivision 13 is added to section 65 of the public service law to require utilities to provide certain call center services to customers. The bill also requires a hearing before the Commission in the event an existing call center or facility providing customer service assistance is proposed to be closed or relocated.

Justification

Claiming cost savings and more efficient customer service; many public utilities are considering or are already employing the services of call centers located out-of-state and outside the service area of these companies. While on the outset the above intentions seem reasonable, this strategy is actually a disinvestment in both New York's economy and overall safety.

To have employees who work and reside in New York State, as opposed to workers at a centralized location out-of-state, will assure a greater level of responsiveness and sensitivity to local conditions, rules and regulations governing utility services and local and state programs accessible to customers in need. Community-based employees have a vested interest in the safety and general well-being of the areas in which they live.

Additionally, relocating call centers out of state also demonstrates the potential for compromising the timeliness of and quality of responses to emergency calls. Locally based utility employees play in coordinating the efforts of emergency response crews brought in from outside of impacted regions. Their institutional knowledge of the systems, geography and conditions on the ground are essential to the effective deployment of emergency response units.

Prior legislative history

2009 Passed the Assembly; Referred to Senate Committee on Energy and Telecommunications 2007-2008 A.606 Vetoed 2005-2006 A.4184 Passed the Assembly 2003-2004 A.201 Passed the Assembly 2001-2002 Referred to Corporations, Authorities and Commissions 2002 Referred to Corporations, Authorities and Commissions

Fiscal implications

None.

Effective date

This act shall take effect in 60 days. The public service commission is immediately authorized and directed to take any and all actions, including but not limited to the promulgation of any necessary rules, necessary to fully implement the provisions of this act on its effective date.