Sen. Cheryl Kagan (D-Montgomery) highlighted Senate Bill 114 on March 11, 2026, designating the date as 3-1-1 Day to mark progress on legislation creating a statewide nonemergency phone system. The bill cleared a preliminary Senate vote and advanced toward final floor approval.
Senate Bill 114, a bipartisan effort led by Kagan and supported by Senators Corderman, Attar, Brooks, Feldman, Harris, and Hester, establishes the Maryland 3-1-1 Oversight Board within the Maryland Information Network (MDInfoNet). It creates the 3-1-1 Program using artificial intelligence to handle nonemergency inquiries and route calls, aiming to reduce strain on 911 centers. If enacted, Maryland would become the first state with a statewide 311 system.
The measure builds on a November report from a work group that unanimously recommended a phased statewide rollout, starting with AI chatbots in four counties and expanding to include voice bots. Kagan, who has pursued the idea for seven years, emphasized flexibility for local governments. “This is going to supplement, not supplant where it exists now,” Kagan said. “The counties, we give them flexibility as to how, when and whether to engage with this, but they will be part of the interoperability.” Counties may opt out by submitting a letter to the board within 14 days, stating their reasons.
Baltimore City and Anne Arundel, Baltimore, Montgomery, Prince George’s, and St. Mary’s counties already operate local 311 systems for nonemergency services such as reporting road hazards, downed trees, graffiti, or requesting county services. St. Mary’s County provides its 311 service through an online portal and phone line for citizens to submit requests or complaints. The bill rolls out AI chatbots first in two counties with existing 311 systems and two without. By June 30, 2027, each participating county must have a chatbot with multilingual support, integration with geographic information system data, and clear escalation protocols to transfer complex issues to live agents. A voice bot expansion follows by December 1, 2028.
The fiscal note projects at least $1 million required in fiscal 2027 for a program manager, county liaison, data specialist, media campaign, and coordination with counties to ensure accurate AI responses. Similar annual funding levels are anticipated through fiscal 2031 for administration and growth. Cost efficiencies stem from leveraging MDInfoNet, which already runs the statewide 211 social service referral system. A 311 Technical Advisory Committee would also form to guide implementation.
On March 11, 2026, Kagan addressed the Senate floor, noting the date’s significance beyond the calendar. “You probably know that this Saturday is Pi Day, because it’s 3/14. What you may not know is that today, March 11, is 311 day,” Kagan stated. The bill received favorable amendments from the Education, Energy, and the Environment Committee, adopted March 11. It passed second reading that day and achieved third reading passage March 13 with a unanimous 45-0 Senate vote. The measure now moves to the House, referred to the Government, Labor, and Elections Committee on March 17, 2026. A companion House bill, HB 9 sponsored by Del. Lesley Lopez (D-Montgomery), held a hearing last month but awaits a vote.
Southern Maryland stands to gain from the proposal through enhanced nonemergency access in counties like St. Mary’s, which already uses 311 for local issues. The statewide framework promises better coordination, reduced 911 misuse for routine matters, and AI-driven efficiency while preserving local control. Supporters point to potential relief for emergency responders amid rising call volumes. The bill’s effective date would be July 1, 2026, if passed and signed. Kagan’s long-term advocacy underscores the goal of modernizing government services with technology tailored to Maryland’s needs.