# Presentation: 281698

## From the Frontlines 

- Annual Reportfrom The Consumer & Governmental Affairs BureauJanuary 15, 2003

- From the Frontlines

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## CGB Staffing Chart

**Intergovernmental & Consumer Outreach**
**8%**

**Consumer Centers **
**51%**

**Policy**
**26%**

**Systems Support**
**3%**

**Administration & Management**
**12%**

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## The Nexus

- Competition

- Media

- Spectrum

- Homeland
- Security

- Modernize
- the FCC

- Broadband

**Strategic Goals**

-          _CGB Key Functions_
-   Consumer Inquiries & Complaints
-   Consumer & Disability Policy
-   Consumer Outreach
-   Intergovernmental Affairs

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## Competition

**Outreach**

**Access**
**&**
**Choices**

**Competitive**
**Marketplace**

**Information**
**&**
**Awareness**

**Competition**

**Achieving a Competitive Marketplace**

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## 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

- Protect consumers from anti-competitive behavior
- Initiate, analyze, and collaborate policy with all bureaus and offices

**Competition**

- Informed Consumer

- CGB’s Role

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## Competition

**Competition**

**Brochures and Booklets**

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## Competition

**Competition**

**Fact Sheets and Consumer Alerts**

**We currently have a catalog of 80 Fact**
**Sheets and Consumer Alerts:**
**62 Consumer Fact Sheets**
**18 Consumer Alerts**

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## 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**

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## Consumer Inquiries and Complaints Division(FY 2002 Consumer Statistics Snapshot)

**Telephone Inquiries and Complaints***

**313,665**

**E-mail Inquiries and Complaints**

**132,469**

**Calls to the Automated Response System**

**387,410**

**Competition**

**Written Inquiries and Complaints**

**79,295**

- *Includes calls placed directly to CAMS (313,665) and those received after-hours and answered the next business day (178,334).

- In addition, 11,837 visits to the Reference Information Center

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## Competition

-      	_**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

**CGB Policy**

**Foster Access to a Competitive Marketplace**

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## Competition

- Established in Spring 2002
- Outreach to:
- States
- Local Governments
- Tribal Governments
- Federal Agencies
- Two-way exchange of telecommunications information
- Coordinate overlapping jurisdictions

**Intergovernmental Affairs Strategy**

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## Intergovernmental Affairs Outreach

**Intergovernmental Affairs Outreach**

**Nat’l Center for**
** ****American**
**Indian Economics**
** ****Development **

**Gila River Indian**
**Community**

**Indian Economic Summit**

**Chehalis**
**Reservation**

**Tribal Tech**
**Workshop**

**Nat’l Congress**
**Of American**
**Indians**

**Nat’l Congress**
**Of American**
**Indians**

**Arizona**

**California**

**Washington**

**North Dakota**

**La.**

**DC**

**Nat’l**
** ****American**
**Indian Heritage Month Celebrations**

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## Homeland Security

**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**

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##      -   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                                                                      			

**     ****-   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**

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## Broadband

**Broadband**

**FY 01**

**FY 02**

**132,469**
**Emails**

**Consumer Center Inquiries & Complaints via the Web**

**CGB *****On-line***

**91,776**
**Emails**

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## 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

- 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**

**Consumer Education**

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## Broadband

**Consumer Broadband Outreach**

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## Management Achievements

- Modernizing CGB

## Management Achievements

- Identify trends
- Faster consumer service
- Virtual Consumer Centers
- Better access for individuals
-   with disabilities

- Automated routing and
-   archiving
- Structured workflow
- Standardized reporting
- Paperless

**Management Achievements**

- Paper
- Documents

- Faxes

- Email

- Carrier
- Web Access

-  (IVR/TTY)

**Modernizing CGB **

- Phone Calls

**Consumer Information Management System Benefits:**

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## Modernizing CGB 

**Management Achievements**

**Modernizing CGB **

- Sprint PCS
- Verizon
- Verizon Wireless
- Worldcom Inc.

**Informal ****Complaint**** Pilot Program**
- 	**Participating Carriers**

- AT&T Corporation
- Bellsouth
- Cingular Wireless
- Excel Telecommunications
- Sprint Communications

**Faster Response for Consumers**

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## Modernizing CGB 

**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

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## Backlog Elimination 

**Backlog Elimination **

**FY 01**

**FY 02**

- 1,106,288

- 917,192

** 25,834 Spanish Inquiries Included*

**Complaints & Inquiries Received***

- End of FY 02 – Backlog of 11 Consumer Complaints
- Status as of 1/15/03 – **Backlog of 0 Consumer Complaints**

**January 15, 2003 - 0**

**Backlog FY 02**

- Peak - 531

- End of Year - 11

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## CGB on the Frontline

**Texas**

**Arizona**

**California**

**Washington**

**North Dakota**

**La.**

**Georgia**

**Virginia**

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**Pa.**

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*****

*****

*****

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**Hawaii**

*****

**Maryland**

*****

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**DC**

**Oregon**

*****

**Minnesota**

*****

*****

**FL**

*****

*****

**NC**

*****

** *******

**MA**

** *******

**IL**

**Puerto Rico**

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## 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 

- 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**

**Goals FY’03 **

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