H.R. 5992: Stuck On Hold Act

This bill, titled the "Stuck On Hold Act," aims to improve customer service for veterans by mandating the Department of Veterans Affairs (VA) to enhance its telephone service systems. Specifically, the bill requires the following:

Automated Systems Implementation

The Secretary of Veterans Affairs is obligated to implement an automated system for each customer service telephone line by a specified deadline, which is no later than one year after the bill's enactment. This system must:

• Inform Callers: Provide information to callers about the anticipated wait time to speak with a representative, if there is one.
• Offer Callbacks: Automatically offer a callback option to any caller if the wait time exceeds 10 minutes.

Guidance to Reduce Wait Times

The bill also tasks the Secretary with issuing guidance aimed at ensuring that the average wait time for callers is reduced to no more than 10 minutes. This means the VA would need to take steps to streamline their telephone services and improve the efficiency of handling calls.

Definition of Covered Lines

The term "covered lines" is defined within the bill. It refers specifically to customer service telephone lines operated by the Department of Veterans Affairs. However, this does not include:

• The toll-free hotline provided for veterans as outlined in a specific section of the law.
• Telephone lines for the emergency departments of VA healthcare facilities.

Summary

In essence, the Stuck On Hold Act seeks to enhance the experience of veterans who are attempting to reach the VA by ensuring shorter wait times and providing an automated callback option, thereby improving access to services.

Relevant Companies

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