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  • 1. Consumer & Governmental Affairs Bureau January 15, 2004
  • 2. • Increase legal and Intergovernmental Affairs outreach staffs • Expand outreach to underserved stakeholders (e.g. people with disabilities, rural communities) • Continue to modernize CGB technology infrastructure • Enhance CGB policy focus • Ensure that all Voices are Heard 2
  • 3. – Broadband – Competition – Media – Homeland Security – Spectrum – Modernizing the FCC 3
  • 4. – Forged partnership with Appalachian Regional Commission to bring advanced services to rural Appalachian communities. – Showcased how broadband links the University of Virginia’s Medical Center to rural health care facilities. – Facilitated discussion of broadband issues by the FCC’s Consumer Advisory Committee. 4
  • 5. “…a tool that will help ensure that telemarketers respect the privacy of • Balance consumers’ privacy our nation’s citizens.” rights with telemarketers’ ~ President George W. Bush ~ telemarketing rights. • Over 55 million consumers have registered since July 2003. • For 2004 CGB will continue to work on the TCPA docket to update and enhance the telemarketing and unsolicited fax rules. 5
  • 6. • Revised rules to allow further consumer protections. • Eliminated Form 478 to alleviate burdens on carriers. • Provided a consumer mechanism for recourse. 6
  • 7. Complaints Closed Orders Released 7,000 6,232 1,600 1,527 6,000 1,400 4,602 1,200 5,000 1,000 4,000 800 3,000 500 600 2,000 400 1,000 200 0 0 Dec. 2002 Dec. 2003 Dec. 2002 Dec. 2003 35.4% more than the number tallied at An increase of nearly 300% over last the same time last year. year totals. 7
  • 8. • Electronic filing initiatives contributed to about a 10% increase in the average Complaints Volume speed of disposal for informal 14,000 13,808 complaints and inquiries. 12,000 10,000 7,585 8,000 • Modest backlog in 2003 of 161 6,000 informal complaints. 4,000 2,000 – The National Do-Not-Call and 0 3rd Quarter 4th Quarter Wireless Local Number Portability complaints nearly doubled monthly complaint activity from 7,585 in the 3rd quarter to 13,808 in the 4th quarter. 8
  • 9. Taking the “government to the people” Presentation & Exhibit, AARP Convention Federal Asian Pacific Conference Be “Utility Wise” Day Broadcast Ownership En Banc Hearing New York Penn. Nevada IL Consumer Forum DC California Virginia National Consumer Protection Week N. Carolina DTV panel participation at NACAA Fall Consumer Localism DC Office of Hearing People’s Counsel Meeting Conference Texas Florida Nat’l Council of La Raza Exhibit at World Congress on Disabilities 9a
  • 10. Rural Lands of Opportunity 50th Annual Meeting of the Affiliated Tribes of Standing Rock Sioux Northwest Indians Reservation Tribal Visit (ATNI) Cheyenne River Affiliated Tribes of Sioux Reservation Northwest Indians Omaha Tribe of Nebraska Tribal Visit Tribal Visit Winter Conference North Indian Dakota Telecommunications United Initiative Regional South South & Eastern Tribes Oregon Annual Workshop Dakota Impact Week Meeting Nebraska Nat’l Historic Preservation Act Nevada Conference DC Southern California Virginia California Tribal Chairman’s Assoc. Arizona New Mexico National Congress of American Indians 59th Annual Session Alaska Hopi Tribal Host meeting for National Congress Visit of American Indian Executives and NCAI Telecommunications Navajo Nation Taos Pueblo Subcommittee Tribal Visit Alaska Rural Development Consultation Council Conference Fort Mojave Indian Reservation Tribal Visit University of Virginia Telemedicine 60th Annual Session of the National Demonstration Congress of American Indians 9b
  • 11. • Solicited input from: • Consumers • State, Local, and Tribal governments – Development of VoIP – Development of FCC policies • Industry 10
  • 12. 11
  • 13. 12
  • 14. • Provided leadership in protecting and restoring the nation’s communications infrastructure and facilities in emergency situations. • Partnered with WTB and the National Governors Association to bring together state E911 experts to identify cooperative strategies to facilitate E911 deployment. • Coordinated with NARUC’s Critical Infrastructure Committee to identify opportunities to facilitate dialogue on homeland security issues. • Worked to ensure that persons with hearing and speech disabilities have access to telecommunications services during time of local, national, or international crisis. 13a
  • 15. 13b
  • 16. • Updated & strengthened Telecommunications Relay Services (TRS) rules. • Coordinated with the Wireless Telecommunications Bureau on Hearing Aid Compatibility rules for wireless telephones. • Comprehensive review of the TRS provider data resulted in significant reduction of Video Relay Service reimbursement rate and savings of millions of dollars for U.S. telecommunications rate payers. 14
  • 17. • Amended Commission’s Rules to Implement Section 504 of the Rehabilitation Act of 1973. • Created The Federal Communications Commission Section 504 Programs & Activities Accessibility Handbook. • Held training on current topics for FCC Consumer Centers. • Designed a Consumer Affairs and Outreach curriculum for the FCC University. • Conducted CLE training and presentations on TCPA for DC Bar, FCBA, the Women’s Bar Association 15
  • 18. * One fourth of FCC’s filings were made through ECFS Express in FY’03. • ECFS Express ~ 7,343 Filings • ECFS Internet ~ 18,078 Filings • E-mail ~ 440 Filings • Paper scanning ~ 9,987 Filings (Feb. 1 – Dec. 31, 2003) 16
  • 19. 3,350 15,400 Internet Emails Filings Electronic Complaint Service System Now open to any carrier regardless of size 72,500 Telephone Calls 17
  • 20. • Consumer Information and Management System (CIMS) will improve efficiency of processing and tracking consumer inquiries and complaints. • Improvements in CGB’s IVR and Web-based systems. – Nearly 36,000 consumers (per month) were able to access information. – Allows staff more time to analyze and resolve complaints. 18
  • 21. • Enhanced policy focus: • Enhance consumer experience: – TRS – Consumer Centers – TCPA – Web Portals – HAC – Fact Sheets – Wireless Spam • Increase slamming adjudications • Outreach: – Broadband • Eliminate backlog: – Disability Community – Informal Complaints – Indian Tribes – Seniors • Increase training: – Rural Communities – 504 Handbook – Tribal Training • Taking profit out of Slamming – Professional Development 19