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CGB

CGB. Consumer & Governmental Affairs Bureau. From the Frontlines. Annual Report from The Consumer & Governmental Affairs Bureau January 15, 2003. CGB Staffing Chart. Systems Support 3%. Administration & Management 12%. Intergovernmental & Consumer Outreach 8%. Policy 26%.

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CGB

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  1. CGB Consumer & Governmental Affairs Bureau From the Frontlines Annual Reportfrom The Consumer & Governmental Affairs BureauJanuary 15, 2003

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  3. CGB Staffing Chart Systems Support 3% Administration & Management 12% Intergovernmental & Consumer Outreach 8% Policy 26% Consumer Centers 51% 3

  4. CGB Consumer & Governmental Affairs Bureau Strategic Goals Broadband Competition • CGB Key Functions • Consumer Inquiries & Complaints • Consumer & Disability Policy • Consumer Outreach • Intergovernmental Affairs The Nexus Modernize the FCC Media Spectrum Homeland Security 4

  5. CGB Consumer & Governmental Affairs Bureau Achieving a Competitive Marketplace Consumer Outreach Competition Information & Awareness Competitive Marketplace Access & Choices 5

  6. CGB Consumer & Governmental Affairs Bureau CGB’s Role • Arms consumers with knowledge and tools to make essential decisions • Protect consumers from anti-competitive behavior • Initiate, analyze, and collaborate policy with all bureaus and offices Competition Informed Consumer 6

  7. Brochures and Booklets Competition 7

  8. Fact Sheets and Consumer Alerts Competition • We currently have a catalog of 80 Fact • Sheets and Consumer Alerts: • 62 Consumer Fact Sheets • 18 Consumer Alerts 8

  9. CGB Consumer & Governmental Affairs Bureau Consumer Inquiries and Complaints Division • Frontline of the Commission. • Shapes the industry’s responsiveness to consumers through serving of complaints. • The Consumer Centers received a total of 1,138,712 consumer inquiries and complaints in FY 02. • An increase of 220,000 consumer interactions over FY 01. Competition 9

  10. CGB Consumer & Governmental Affairs Bureau Consumer Inquiries and Complaints Division(FY 2002 Consumer Statistics Snapshot) 313,665 Telephone Inquiries and Complaints* 132,469 E-mail Inquiries and Complaints Competition 79,295 Written Inquiries and Complaints 387,410 Calls to the Automated Response System In addition, 11,837 visits to the Reference Information Center *Includes calls placed directly to CAMS (313,665) and those received after-hours and answered the next business day (178,334). 10

  11. CGB Consumer & Governmental Affairs Bureau CGB Policy Consumer Policy Division • TCPA • Telephone Operator Consumers Services Improvement Act of 1990 • Slamming Docket • Truth-In-Billing Disability Rights Office • Telecommunications Relay Service • IP Relay • Hearing Aid Compatibility (with WTB) • E 911 (with WTB) • Closed Captioning • Digital TV Competition Foster Access to a Competitive Marketplace 11

  12. CGB Consumer & Governmental Affairs Bureau Intergovernmental Affairs Strategy • Established in Spring 2002 • Outreach to: • States • Local Governments • Tribal Governments • Federal Agencies • Two-way exchange of telecommunications information • Coordinate overlapping jurisdictions Competition 12

  13. CGB Consumer & Governmental Affairs Bureau Intergovernmental Affairs Outreach Nat’l Congress Of American Indians Chehalis Reservation Washington North Dakota Competition Nat’l Congress Of American Indians DC California Arizona Nat’l American Indian Heritage Month Celebrations Tribal Tech Workshop La. Nat’l Center for American Indian Economics Development Gila River Indian Community Indian Economic Summit 13

  14. CGB Consumer & Governmental Affairs Bureau Intergovernmental Affairs • Work with Local and State Advisory Committee, Consumer Advisory Committee, National Congress of American Indians, NARUC, and other organizations to promote the Commission’s objective of access to effective communication services by: • Public Safety • Public Health • Emergency Response Personnel • Defense Response Personnel Homeland Security 14

  15. - We will continue various consumer outreach strategies aimed at ensuring that all Americans: 1. Know what the industry and the FCC are doing to ensure our network is safe. 2. Know how to best use the communications network during emergencies Homeland Security 15

  16. CGB Consumer & Governmental Affairs Bureau CGB On-line Consumer Center Inquiries & Complaints via the Web 132,469 Emails Broadband 91,776 Emails FY 01 FY 02 16

  17. Consumer Education • Our goal is to be a resource for consumers to get balanced information • Web content is frequently updated • Broadband outreach with LSGAC & CDTAC • CGB News – Free email service on “Hot Topics.” Sign up at www.fcc.gov/cgb/emailservice.html Broadband 17

  18. Mid-Atlantic Conference of Regulatory Utilities Commissioners Va. GA Center for Advanced Telecommunication Technologies Ga. Texas La. TX Coalition of Cities for Utility Issues American Marketing Association World Teleport Association Nat’l Center for American Indian Economic Development CGB Consumer & Governmental Affairs Bureau Consumer Broadband Outreach Broadband 18

  19. CGB Consumer & Governmental Affairs Bureau Modernizing CGB Management Achievements

  20. CGB Consumer & Governmental Affairs Bureau Modernizing CGB Phone Calls Faxes Email (IVR/TTY) Paper Documents Carrier Web Access Management Achievements Consumer Information Management System Benefits: • Identify trends • Faster consumer service • Virtual Consumer Centers • Better access for individuals with disabilities • Automated routing and archiving • Structured workflow • Standardized reporting • Paperless 20

  21. CGB Consumer & Governmental Affairs Bureau Modernizing CGB Informal Complaint Pilot Program Participating Carriers • AT&T Corporation • Bellsouth • Cingular Wireless • Excel Telecommunications • Sprint Communications • Sprint PCS • Verizon • Verizon Wireless • Worldcom Inc. Management Achievements Faster Response for Consumers 21

  22. Modernizing CGB • Organized by subject matter • 726,942 “hits” by consumers to CGB home page • Provides FAQs • Regularly updated to reflect current trends and “Hot Topics” • User friendly for all consumers Management Achievements 22

  23. Backlog Elimination Complaints & Inquiries Received* Backlog FY 02 1,106,288 Peak - 531 Management Achievements 917,192 FY 02 FY 01 End of Year - 11 January 15, 2003 - 0 * 25,834 Spanish Inquiries Included End of FY 02 – Backlog of 11 Consumer Complaints Status as of 1/15/03 – Backlog of 0 Consumer Complaints 23

  24. CGB on the Frontline Minnesota * * Washington North Dakota * * * Oregon MA * * Pa. IL * * * Maryland * * Virginia DC * NC * * California Arizona * * Georgia * * * * Texas * La. * FL * * * Hawaii * Puerto Rico 24

  25. CGB Consumer & Governmental Affairs Bureau Goals FY’03 • Increase legal and Intergovernmental Affairs outreach staff • Expand outreach to consumers with a focus on Rural, individuals with disabilities and underserved populations • Continue to modernize our technology infrastructure • Enhance our policy focus • Ensure that all Voices are Heard CGB Looking Ahead 25

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