First annual report of FCC Consumer Information Bureau
Date Mailed: Monday, March 12th 2001 09:07 PM
>From the Microsoft Word document http://www.fcc.gov/cib/annual/ANNUAL_REPORT.doc First Annual Report 2000 Consumer Information Bureau Federal Communications Commission - Washington, D.C. TABLE OF CONTENTS Foreword by William E. Kennard i I. Organizational Structure 1 A. Office of the Bureau Chief 1 B. Consumer Education Office 1 C. Consumer Information Network Division 2 D. Disabilities Rights Office 3 E. Liaison to Tribal Governments 3 F. Reference Information Center 4 G. Strategic Information Office 4 H. Systems Support Office 5 II. Outreach and Education 6 A. Forums and Conferences 6 1. Events Hosted by CIB 6 2. Presentations by CIB Staff 9 B. Publications 13 1. CIB Productions 13 2. Other Publications 14 C. Web Access 14 III. Operations 17 A. Consumer Inquiries and Complaints 17 B. Consumer Centers 20 1. Calls to 888-CALLFCC (voice)/ 888-TELLFCC (TTY) 20 2. Speed of Answer 21 3. Processing Telephone Calls from Consumers 22 C. Systems Support 22 D. Disability Inquiries and Complaints 24 1. Number of Inquiries and Complaints 24 2. Area of Disability-Related Concerns 25 3. Method of Service Preferred by Consumer 27 4. Type of Disability Involved 28 5. Range of Customers Served 29 E. Congressionals 30 F. Consumer Reference Materials 32 1. Document Handling and Processing 32 2. Electronic Comments Filing System 34 3. Documents in Accessible Formats 35 IV. Policy 37 A. Consumer Issues 37 1. Consumer/Disability Federal Advisory Committee 37 2. Commission Proceedings 37 B. Disability Issues 39 1. Commission Orders and Releases 39 2. Other Disability-Related Matters 41 C. Native American Issues 42 V. Looking Forward 45 Acknowledgements 47 FOREWORD by William E. Kennard Chairman, Federal Communications Commission One of my goals as Chairman of the Federal Communications Commission has been to ensure the provision of telecommunications services to all Americans, including traditionally unserved and underserved minorities. To achieve this goal, I was privileged to provide leadership and direction in the creation of a new Consumer Information Bureau (CIB) at the Federal Communications Commission. When I announced the creation of CIB on November 8, 1999, I indicated that the Commission's decision to establish this bureau signaled the enormous importance that consumer information will have as the agency's role shifts from one that had traditionally regulated the telecommunications industry to one that promotes competition and facilitates new entrants into that industry. I am convinced today more than ever that the explosive growth of the telecommunications industry has justified our action. Our conviction in creating CIB was that consumers could not fully benefit from increased competition, and the resulting proliferation of new services and devices, unless they had information that was adequate to enable them to make informed choices. I announced that it would be the overall mission of CIB to ensure that consumers are provided with this information, and to ensure that this information is available and accessible to everyone, including Native Americans, the Hispanic community, individuals with disabilities, and other underserved communities. CIB also represents a consolidation of functions that had been scattered across several other Commission units, including the Commission's Gettysburg Consumer Center, the Public Service and Reference Operations Divisions of the former Office of Public Affairs, the informal complaint functions in the Wireless Telecommunications and Common Carrier Bureaus, and the various offices which previously handled public information requests throughout the Commission. This consolidation is part of our effort to streamline the Commission's service to consumers, who now are able to address all information requests to a single entity. I appointed Lorraine C. Miller to be the first Chief of the Consumer Information Bureau. Under her leadership, CIB forged the relationships with consumers, industry, and other Commission bureaus and offices that formed the foundation for CIB's initial successes. These successes were continued under the leadership of Roderick K. Porter, CIB's Acting Bureau Chief, and Karen Peltz Strauss, CIB's Deputy Bureau Chief. The specific successes which CIB has achieved within the short time since it was created are truly astounding. Among other things, the bureau has completely eliminated a backlog of 66,937 informal complaints concerning wireline telecommunications services, most of which dated back several years. In fact, the original backlog of complaints in this area started in the middle 1980's. In its first year, CIB also responded to well over 300,000 inquiries that required a written response. These inquiries were responded to within 24 hours of receipt. CIB's prompt processing of these inquiries demonstrates that consumers now receive faster and more efficient service from the agency than ever before. CIB also has made major strides in forging the strong relationships with state and local governments that are needed to implement various Commission mandates. For example, CIB played a critical role in supporting a database pilot project called the State and National Action Plan, through which ten states and the FCC share information about slamming and cramming complaints and inquiries filed by consumers at both the state and Federal levels. Similarly, CIB has created a partnership with 33 states, the District of Columbia, and Puerto Rico in a combined effort to handle complaints filed under the agency's new slamming rules. CIB is also working closely with the National Association of Regulatory Utility Commissioners to ensure that consumers fully understand the impact of the Commission's new rules on long distance detariffing. Finally, over the past year, CIB has provided extensive information about consumer complaints received by the Commission to several state offices of the attorney general for the purpose of assisting those offices in their law enforcement objectives. CIB ended its first year with the successful completion of work on numerous proceedings designed to expand access to our nation's 54 million Americans with disabilities. Rules that overhaul the Commission's mandates for relay service and create a nationwide, uniform 711 relay access number will vastly improve telecommunications access for individuals who have hearing or speech disabilities. New mandates for access to emergency televised programming by individuals with hearing or visual disabilities will save lives in the event of hurricanes, earthquakes, tornadoes, and other local crises. Requirements for video description will allow individuals who have visual disabilities to benefit from the information and entertainment provided by televised programming. In addition, standards for digital closed captioning will ensure that caption users are not forgotten as we make the transition from analog to digital television programming. CIB's achievements in reaching out to local and national communities also are impressive. CIB provided extensive outreach and education on Commission policies to hundreds of tribal governments and organizations in Indian Country and worked closely with various Commission bureaus on policies and programs to address the lack of telecommunications services on these tribal lands. In addition, CIB hosted several major forums throughout the year, providing a unique opportunity for consumers and industry to share best practices on a number of issues, including those concerning telephone billing and customer service. CIB made special efforts to convey the Commission's message beyond the "Beltway" by addressing consumer, industry, and governmental audiences at over forty conferences across the nation in its first year. In its efforts to facilitate consumer access to information about Commission proceedings, the bureau also undertook a project to consolidate and revise all of the Commission's nearly 200 fact sheets. Finally, the bureau broke new ground in initiating the translation of its documents into Spanish and Braille, and plans to continue this translation effort by adding other languages, as appropriate. CIB's first-year successes signal a promising future for consumers of telecommunications services, as the bureau continues to explore new ways to reach out to and meet the needs of all Americans, including the Native American, Hispanic, and disability communities. I. ORGANIZATIONAL STRUCTURE The Consumer Information Bureau consists of a front office and several units which divide the overall responsibility for serving consumers. Each of these units is described below. A. OFFICE OF THE BUREAU CHIEF CIB's front office, or Office of the Bureau Chief (OBC), in addition to administering the Bureau, functions as a liaison between members of the telecommunications industry and consumer groups. Toward this end, OBC confers regularly with representatives of the telecommunications industry, representatives of national consumer and senior citizen groups, and state and local governmental associations, including the National Association of Regulatory Utility Commissioners, National Association of Attorneys General, and the National Association of State Utility Consumer Advocates. OBC also operates as the coordination point within the Commission for consumer issues relating to telecommunications services. In this role, OBC coordinates with other Bureaus and Offices to prepare recommendations and proposals that take into consideration the specific needs of consumers in an ever-changing telecommunications marketplace. Among other things, OBC reviews relevant agenda items and other documents to ensure that the documents support the Commission's overall objectives to make our nation's communications technologies and services available to all Americans. OBC is responsible for handling information requests from a variety of sources, including news media, consumer groups and Federal, state and local enforcement agencies. The Office also handles an extensive number of the agency's Freedom of Information Act (FOIA) requests. During the past year, the Bureau responded to approximately 40 extensive FOIA requests as well as 150 due diligence requests. Among these were expansive requests from nine state offices of the Attorney General, seeking information on complaints spanning a four-year period. B. CONSUMER EDUCATION OFFICE The Consumer Education Office (CEO) provides a wealth of information which consumers can use in choosing their own telecommunications services and products. CEO also develops and recommends policies and programs designed to solicit public input on Commission policy-making proceedings, to ensure that the Commission has the benefit of a wide spectrum of information and viewpoints in its decision-making processes. CEO accomplishes its goals in two ways: 1) by holding and attending conferences, forums, tutorials, and other meetings to disseminate information on Commission initiatives, and 2) by producing consumer-friendly publications that explain Commission rules and polices in plain English. All of CEO's informational materials are also available in Spanish and Braille. In addition to its own activities, CEO provides technical and writing support to other Bureaus and Offices in their efforts to expand consumer education about Commission regulatory programs. CEO works closely with consumer-oriented groups, industry, and educational institutions to promote consumer awareness of telecommunications issues. C. CONSUMER INFORMATION NETWORK DIVISION The Consumer Information Network Division (CIND) provides a "one-stop" source for the general public (1) to obtain information about all FCC rules, procedures, and polices, and (2) to file informal complaints regarding problems they are experiencing with their wireline or wireless service providers. With regard to general inquiries, CIND provides consumers with accurate, up-to-date information promptly and professionally through the use of integrated telephone, e-mail, and web components. CIND also responds promptly to general inquiries received by mail or fax. In addition, the division staff works in partnership with Federal, state, and local governments and industries to establish mechanisms to respond quickly and effectively to informal complaints and issues from consumers. CIND comprises three major components: the Gettysburg Consumer Center, the Portals Consumer Center and the Informal Complaints Team. Every day, between 8:00-5:30 P.M., Eastern Standard Time, representatives at the two Consumer Centers respond to consumer telephone inquiries, take complaints from consumers over the phone, serve informal complaints on carriers, and respond to Congressional correspondence. These representatives, called Consumer Advocacy and Mediation Specialists (CAMS), are able to provide any information that consumers may need regarding the telecommunications industry. CIND continually strives to develop and implement improvements in its operations in order to meet the challenges of the dynamic telecommunications industry and to serve the interests of consumers. The following policies and practices have been critical to CIND's ability to achieve these important goals: ? Timely Responses to General Telephone Inquiries. The Consumer Center receives over one million general telephone inquiries annually. The goal of the Gettysburg and Portals Centers is to provide accurate and timely information in response to these inquiries. Most calls are resolved using the interactive voice response system (IVR) or by CAMS. If the requested information is not readily available, the CAMS escalate the question to senior staff or management and obtain the most reliable information to satisfy the consumer's question. The consumer receives a response with the appropriate information within 24 hours. ? Timely Responses to FCCINFO (e-mail). CIND's staff is required to respond to e-mail inquiries within 20 days. Currently, the division is far surpassing this objective with same-day responses to e-mail inquiries in many instances. ? Timely Processing of Informal Complaints. CIB devotes a significant amount of its time to processing informal complaints filed by consumers who believe that they may have been wronged by the actions or omissions of a telecommunications entity. CIND offers consumers various means by which they may file informal complaints with the Commission. Specifically, CIND has implemented procedures that enable consumers to file complaints on the Internet, directly with CAMS via the phone, by fax, or by postal letter. Complaints filed by telephone or over the Internet are acknowledged by the staff within 24 hours and are served on the companies involved within one to two days of receipt. Paper complaints are served on carriers within ten days of receipt by the Commission. D. DISABILITIES RIGHTS OFFICE In November of 1999, the Commission created a Disabilities Rights Office (DRO) which, for the first time in the Commission's history, has provided an institutional structure within the Commission to ensure that consumers with disabilities have the same access to new telecommunications products and services as persons without disabilities. DRO works closely with other Bureaus and Offices to ensure that the Commission as a whole develops rules and policies that are consistent with the Commission's mandates on telecommunications access. In addition, DRO provides extensive outreach and education to the general public on accessibility and nondiscrimination laws and responds to over a thousand inquiries and informal complaints concerning telecommunications access on an annual basis. Finally, DRO ensures that alternative formats of Commission materials are available to individuals with disabilities, and coordinates training opportunities for Commission staff on accessibility issues. E. LIAISON TO TRIBAL GOVERNMENTS Since January of 2000, CIB has been actively involved in the Commission's regulatory and outreach efforts with respect to Federal laws and policies on American Indian tribes and Alaskan Native Villages. In September of 2000, the position of Liaison to Tribal Governments was created within the Office of the Bureau Chief, enabling the Bureau to assume a leadership role in the Commission's efforts to expand telecommunications services to and within Indian Country. Toward this end, the Bureau works closely with tribal governments and organizations, other state and Federal agencies (including other Federal agency tribal liaisons), industry, and other interested parties on Commission rules, policies, services, and developments related to tribal lands. F. REFERENCE INFORMATION CENTER CIB's Reference Information Center (RIC) is the official Commission custodian for designated records. The Center provides a convenient, central location for members of the general public wishing to research and obtain record information on applications, formal and informal proceedings, and FCC programs and activities. RIC handles the intake, processing, organization, maintenance, retrieval, and retirement of this record information. RIC's customers are varied; they include industry associations, attorneys, academic researchers, and individual consumers. RIC also is responsible for managing and maintaining the Electronic Comment Filing System. This system, which allows comments to be filed with the Commission from remote locations, facilitates public participation in Commission proceedings. G. STRATEGIC INFORMATION OFFICE The Strategic Information Office (SIO) was created to develop a coordinated system of gathering and validating information designed to reach consumers through the Bureau's Gettysburg and Portals Consumer Centers. In order to achieve this objective, SIO has established contacts and liaisons in the front offices of each Bureau and Office and developed processes and procedures to ensure that all information going to consumers is current, accurate, and consistent. Among other things, SIO has initiated an annual, comprehensive review of all "SCIMS" in the Bureau's database. SCIMS are the more than 800 scripts used by Consumer Center personnel to provide members of the public with accurate information about Commission rules and policies. SIO coordinates with each of the Commission's Bureaus and Offices to update and edit each of these SCIMS. SIO also maintains the Commission's Fact Sheet Directory, and works with offices throughout the Commission to ensure that fact sheets distributed to consumers are accurate, up-to-date, and concise. In addition, SIO is charged with collecting and analyzing information received in the Bureau from incoming consumer complaints and inquiries, in order to discern trends and patterns reflecting areas of consumer concern and interest. For example, SIO worked with the Bureau's Systems Support Office to implement the first ever tool to track and report on the subject matters of all calls coming into the Bureau's interactive voice response system. In this fashion, SIO serves as an early warning system for the Commission with respect to consumer issues that need the Commission's attention. SIO creates a number of reports, which assist the Commission in its efforts to keep abreast of FCC developments and consumer concerns. These include: ? A weekly report, distributed to CIB management, which provides a breakdown, by subject, of the top 10 calls and e-mails coming into the Consumer Centers and the Disability Rights Office. ? A bi-weekly document, "Open Proceedings," summarizing all FCC proceedings which are open for comment. This document contains comment deadlines and contacts, and is available to the public through our website and in hard copy upon request. ? A monthly document for internal use, the "FCC Round Up," listing and summarizing all of the agency's activities and rulemakings. H. SYSTEMS SUPPORT OFFICE The Systems Support Office (SSO) is charged with providing systems maintenance and user support for all of the systems and information technology (IT) infrastructure associated with CIB's responsibility to process consumer inquiries and informal complaints. Specifically, SSO is responsible for the design, development, accessibility, and coordination of the Bureau's computer hardware, software, and database systems. SSO's goals are to ensure the availability, integrity, accuracy, and confidentiality of the information maintained in these systems. SSO is also responsible for overseeing CIB's webpage and for coordinating with the Managing Director's Information Technology Center on cross-cutting activities, including the development of the FCC's Information Strategic Plan and the establishment of the agency's enterprise IT architecture. Other SSO functions include developing statements of work for contract services, contract administration and oversight, information security, information technology assessment, and life cycle management. One of SSO's many responsibilities is to manage the Consumer Center's interactive voice response (IVR) system. Because it is often the first contact the public has with the FCC, the IVR system must convey a clear and concise set of options to satisfy customer needs. SSO is charged with re-designing the system as it now exists, to ensure that callers receive convenient and personalized service when contacting the Commission. Finally, SSO is charged with working with other FCC Bureaus and Offices to ensure compliance with Section 508 standards, which contain mandates for access to the Commission's information and electronic technologies for citizens and government workers with disabilities. II. OUTREACH AND EDUCATION A primary goal of CIB is to enhance the public's understanding of the Commission's regulatory programs. During the year 2000, CIB worked to ensure that effective outreach and education were conducted for three proceedings in particular - Coalition for Affordable Local and Long-Distance Service (CALLS), detariffing, and slamming (see pp. 37-38 infra). Agency revisions in the rules governing these issues brought changes in consumer rights and responsibilities. In order to ensure that consumers received full knowledge of these changes, CIB worked closely with the industry, consumers, and the Common Carrier Bureau to develop clear and concise educational materials. In addition to its work on CALLS, detariffing, and slamming, CIB conducted a variety of other activities to increase consumer awareness. Specifically, CIB conducted various consumer forums for the purpose of educating and soliciting feedback from consumers, industry, and local governments; spoke or presented exhibits at numerous conferences nationwide on consumer, disability, and Indian affairs; prepared a wide variety of publications and other informational materials in English, Spanish, and Braille; and developed accessible electronic materials for distribution of its materials to the general public. Each of these activities is described below. A. FORUMS AND CONFERENCES 1. Events Hosted by CIB Over the past year, CIB hosted several forums designed to share information about the Commission's regulatory programs and to solicit feedback from consumers, industry and state regulators on Commission activities. A description of these events follows: Telecommunications Relay Services Fair Commission headquarters, Washington, D.C. February 17, 2000 In February of 2000, the Commission released new rules designed to improve our nation's telecommunications relay services (TRS). Relay services use operators called communications assistants to facilitate telephone communications between and among individuals who are deaf, hard of hearing, speech disabled, and hearing. On February 17, 2000, CIB held a TRS Fair in conjunction with the release of the new TRS rules. The Fair provided an opportunity for TRS providers, equipment manufacturers, community organizations, and consumers to share information on new technologies and innovations for all types of relay services. Telecommunications Relay Services Forum Commission headquarters, Washington, D.C. March 10, 2000 The Commission's new rules on TRS expand the definition of relay services to include speech-to-speech relay, Spanish language relay, and video relay. The rules also establish new standards for relay service quality, which, among other things, set guidelines for operator typing speeds, modify call answer times, and revise mandates for emergency access. In March of 2000, CIB held a public forum in order to clarify the scope and content of these new mandates. The forum proved to be extremely useful in providing state administrators and relay providers from all over the country with the information they need to effectively implement the Commission's revised rules. Consumer Billing Practices Commission headquarters, Washington, D.C. March 29, 2000 In March of 2000, CEO produced a forum, co-sponsored by the National Association of Regulatory Utility Commissioners, on consumer billing practices. This forum provided an opportunity for industry members, state regulatory agencies, and consumer groups to share information and to discuss ways to develop telephone bills that are easy to understand. Among other things, the forum provided an opportunity for CIB to share information about customer preferences that had been received from consumers through its Consumer Centers. Representatives from over a dozen telephone companies attended the forum, and received considerable feedback on their billing formats from CIB and consumer groups. Telephone Customer Service Forum Commission headquarters, Washington, D.C. June 9, 2000 In June of 2000, CIB held a national forum on telephone company customer service. The forum was designed to provide feedback to telephone company top management on the effectiveness of their customer service centers, and to receive a commitment from these carriers to improve upon their customer service. Panelists at the forum included WRC-TV's consumer reporter, Liz Crenshaw; President of Call for Action, Shirley Rooker; and representatives from the senior, Hispanic and disability communities, all of whom shared their customer service experiences and challenged local, long distance, and wireless telephone companies to initiate efforts to better serve consumers. Following the forum, CIB's Consumer Center participated in a WRC-TV, Channel 4 call-in forum for several hours, in which consumer representatives accepted "live" telecommunications-related calls from consumers throughout Channel 4's viewing area. Hispanic Issues Forum Commission headquarters, Washington, D.C. October 11, 2000 In October of 2000, for the first time in the Commission's history, CIB hosted a forum designed to address telecommunications issues of particular interest to Hispanic consumers. The forum, opened by Congressman Silvestre Reyes (D-TX) and attended by the Chairman and three additional FCC Commissioners, featured speakers from Hispanic non-profit organizations, local governments, the telecommunications industry, and Commission Bureaus. Topics addressed were the digital divide, low power FM radio, and general customer service to the Hispanic community. The forum set a new precedent at the Commission by providing simultaneous translation of all presentations in English and Spanish through use of United Nations-style translation headsets. Segments of the forum were also broadcast over the Hispanic Radio Network, a national network of Spanish-speaking radio stations. Indian Telecommunications Training Initiative 2000 Conference (ITTI 2000) St. Paul, Minnesota September 24-28, 2000 CIB worked closely with representatives of the Wireless Telecommunications Bureau, the Common Carrier Bureau, the International Bureau, the Office of General Counsel, and the Office of Communications Business Opportunities in the planning and development of this very successful conference on telecommunications access by Indian country. Over 575 persons from over 135 tribes attended ITTI 2000. At the conference, numerous Federal government agencies and industry manufacturers and carriers combined with FCC officials to provide a unique experience for tribal government representatives to learn about telecommunications technologies, options, and opportunities that can assist them in addressing the lack of telecommunications services on tribal lands. 2. Presentations by CIB Staff During the year 2000, CIB staff gave a number of presentations at forums and conferences to expand awareness about the Commission's consumer outreach programs, its disability mandates, and its efforts to expand telephone service in Native American communities. CIB made these presentations at the following conferences and events: Table 1. List of Conferences and Events by Month Month Description January 2000 Local and State Government Advisory Committee, FCC Washington, DC February 2000 National Institute on Disability Rehabilitation Research Interagency Committee on Disability Research Washington, DC ADA Business Technical Assistance Center for Region V Southwest US (via teleconference) Consumer Action Network Fairfax, VA Council of Organizational Representatives Rockville, MD ADA Technical Assistance Program Project Pentagon City, VA March 2000 Alliance for Public Technology - Susan G. Hadden Awards Washington, DC National Association of Regulatory Utility Commissioners Washington, D.C. National Association of State Relay Administrators Alexandria, VA Gallaudet University: Equal Access to Communications for Deaf and Hard of Hearing People: The Role of the FCC Washington, DC April 2000 Cellular Telecommunications Industry Association Section 255 Workshop - Making the Connection Washington, D.C. May 2000 Federal Communications Commission - Presentation on universal design and accessibility to delegates from Uganda, Ghana, and South Africa Washington, DC Self Help for Hard of Hearing People, Inc. - Annual Conference Harrisburg, PA American Association of Retired Persons - Annual Conference Orlando, FL Federal Communications Commission - training session on disability access and Section 255 (through Enforcement Bureau) Washington, DC Washington DC Tribal Diplomatic Corps - group representing the Chickasaw Nation, Navajo Nation, Mohegan Tribe, Pasqua Yaqui Tribe, Mashantucket Pequot Tribe, and the United South and Eastern Tribes Washington DC Office of the Navajo Nation June 2000 Designing for the 21st Century II: An International Conference on Universal Design (Assisted and accompanied Chairman in his presentation) Providence, RI International Association of Audio Information Services Washington, D.C. Gallaudet University's Conference on Accessible Voice Systems and Services Washington, D.C. Spirit of the ADA Torch Relay (Assisted and accompanied Chairman in his presentation) Los Angeles, CA National Council on Disability Washington, DC July 2000 National Association of the Deaf - Biennial Conference Norfolk, VA Gallaudet University's Conference on Diversity & Change: The American Deaf Community Washington, D.C. Alexander Graham Bell Association - Annual Convention Philadelphia, PA President's Task Force on Employment of Adults with Disabilities - Subcommittee on Technology Washington, D.C. Sprint State Telecommunications Relay Administrators Helena, MT (via videoconference) ADA 10th Year Celebration Washington, D.C. First Annual Alaskan Small Business Conference Anchorage, AK August 2000 U.S. Department of Justice ADA Technical Coordinating Committee Washington, DC Department of Justice Indian Country Informational Technology Briefing Santa Fe, NM September 2000 National Rehabilitation Association - Annual Conference Cleveland, OH Alliance for Public Technology, Models for Success: Section 255 Conference Washington, DC Federal Communications Commission - Presentation on video description to Korea Blind Union Washington, DC October 2000 Consumer Electronics Association San Francisco, CA Department of Commerce Digital Inclusion Tour (Assisted and accompanied Commissioner Tristani) Santa Fe, NM Consumer Federation of America Washington, DC November 2000 National Easter Seals Conference (Assisted and accompanied Chairman in presentation) Los Angeles, CA Local and State Government Advisory Committee, FCC Washington, DC National Business Leadership Network - Annual Conference Seattle, WA National Congress of American Indians - Annual Meeting and Digital Divide Summit St. Paul, MN December 2000 Perspectives on Employment of Persons with Disabilities (Assisted and accompanied Chairman in presentation) Bethesda, MD National Consumers League Washington, DC National Tribal Telephone Association Gila River Indian Community, NM (via teleconference) Quarterly meetings during 2000 White House Domestic Policy Council Working Group on American Indians and Alaskan Natives (Represented the Commission on this working group of the Federal agencies' tribal offices and liaisons) Washington D.C. B. PUBLICATIONS 1. CIB Productions During the year 2000, CIB produced a number of publications designed to facilitate consumer understanding of FCC programs and rules. These publications are now available in Spanish, English, and Braille, and will be translated into other languages, as needed, in the future. They have been distributed at conferences and meetings held both inside and outside of the Commission, and through consumer, industry, and governmental offices, including the National Association of Regulatory Utility Commissioners, and state offices of the Attorney General. Publications designed and developed by CIB in the year 2000 include: What We're All About. A 27-page overview of the Federal Communications Commission, including a summary of the agency's functions, its operating structure, its procedures, and useful contacts. Slamming the Slammer. An explanation of the illegal practice of changing a consumer's telephone service without permission and a discussion of the consumer's rights and remedies when slammed. Making Sense of Long-Distance Advertising. A discussion of how to evaluate the various long-distance plans offered to consumers. Market Sense-Cell Phones: Facts-Fiction-Frequency. An overview of cellular services containing explanations of the varied services (analog and digital), disability access, and cell-phone pricing plans. Detariffing Interstate Long-Distance Telephone Service. A discussion of the Commission's initiative to replace filed tariffs with individual contractual relationships between long-distance telephone companies and consumers. Low Power FM Radio: An Applicant's Guide. A guide for entrepreneurs interested in owning and operating a Low Power FM Radio station (brochure initially prepared by Mass Media Bureau). Consumer's Guide to TRS - Electronic. This electronic guide, available at www.fcc.gov/cib/dro, provides comprehensive information about the various types of relay services - text/voice, video, and speech-to-speech relay services - and summarizes the Commission's mandates with respect to these services. Consumer Tips on Filing Section 255 Complaints - Electronic. This electronic guide, available at www.fcc.gov/cib/dro, provides useful information for individuals who wish to file informal complaints with the Commission under Section 255 of the Communications Act, which requires telecommunications products or services to be accessible to individuals with disabilities. CIB has also taken the lead in arranging for the Spanish translation of Commission publications prepared by other Bureaus and Offices, including facts sheets on the V-Chip, Obscenity and Indecency in Broadcasting, and Universal Service Support for Lifeline/Link Up programs. 2. Other Publications In 2000, CIB initiated a project to re-draft all of the consumer fact sheets prepared by the Commission's various other Bureaus and Offices. The purpose of this project was to ensure that all of the FCC's fact sheets are written in plain English for easy understanding by consumers, who are often unfamiliar with Commission legal and technical jargon. CIB's objective is to ensure that these fact sheets are consistent, concise, and current. In addition, CIB has developed color-coded templates for the fact sheets for easy recognition and updating by CIB and other Bureaus and Offices. In order to facilitate access to information by both the general public and Commission staff, in its first year, CIB also compiled and published the Commission's first Fact Sheet Directory. This directory contains a comprehensive listing of all of the agency's consumer documents, including pertinent Internet links for each of these documents. The directory lists 188 fact sheets from all of the Commission's Bureaus and Offices, and will be updated twice each year. During the course of 2000, CIB staff occasionally prepared articles for outside publication as well. These included articles for Enable Magazine and Telecommunications of the Deaf, Inc.'s TTY directory, as well as camera-ready articles on slamming and detariffing for widespread publication. C. WEB ACCESS CIB is aware that consumers are coming to rely increasingly upon the Internet as a fast and effective means of acquiring information. Toward this end, CIB devoted considerable effort in the year 2000 to ensure that the information it produces is made available through electronic means. During this year: ? CIB designed, developed and posted a new web page, with links to all consumer-oriented documents and easy links for consumers to e-mail the Bureau. Like the hard copy publications, the web site offers consumers an opportunity to read about the Commission's actions and offerings in a plain English language format. During the last quarter of calendar year 2000, CIB's website received nearly one-half million hits on its most popular web pages. These pages provided general information on Commission bureaus and functions, as well as specific information on religious broadcasting, filing informal complaints, disability access, television interference, unsolicited faxes, telephone surcharges, and broadband access. ? CIB issued and managed a $160,000.00 contract for an evaluation and report on the performance of the Commission's Electronic Comment Filing System (ECFS). ECFS permits consumers to file comments on any of the Commission's rulemaking proceedings electronically from remote locations. The recommendations of this report will be used to improve the reliability and performance of ECFS, for expanded public access and participation in Commission proceedings. ? CIB coordinated with other Commission divisions and task forces to ensure in-house accessibility by people with disabilities to electronic technologies. This included work on the Commission's Section 508 plan with the Office of Managing Director and work with the FCC Internet Working Group to ensure access to Commission websites. ? CIB launched a new web page for its Disabilities Rights Office - http://www.fcc.gov/cib/dro - containing extensive information and links on emergency access, relay services, captioning, video description, hearing aid compatibility, volume control, wireless access, and other telecommunications access issues. The website provides information concerning specific activities of the Commission that may affect individuals with disabilities, including rulemakings (and comments), public notices, consumer forums, pending mergers, and Commissioner statements. Information about how to reach the FCC and hyperlinks to relevant proceedings and state agencies are also provided. In calendar year 2000, this website averaged over 8,000 hits per month. ? CIB expanded its DROInfo e-mail list of recipients, an electronic information mailing list used to distribute regular updates to consumers, organizations, industry, and local governments on the Commission's telecommunications access mandates. Information on this list is distributed to thousands of individuals nationwide through numerous electronic listserves. ? CIB activated an electronic mailbox specifically designed to receive inquiries and complaints from the general public related to disability access - access@fcc.gov. During the year 2000, approximately one thousand consumers used this site to send their concerns to CIB's Disabilities Rights Office via e-mail. ? CIB assisted in the launching of a beta version of in-house real-time Internet captioning, to make FCC Open Meetings publicly accessible to Internet users with hearing disabilities. ? CIB launched the development of two new web pages for point of contact lists. The lists, for (1) telecommunications service providers and manufacturers covered under Section 255 and (2) relay service state administrators covered under Section 225, are designed to facilitate the ability of consumers to resolve disputes directly with companies prior to coming to the Commission. ? The Bureau advised and assisted the Wireless Bureau in the creation and management of the FCC Indian Initiatives website, which links all information related to Commission efforts in Indian Country. The website includes rulemakings, public notices, and ITTI 2000 conference information. III. OPERATIONS The Bureau has achieved extraordinary successes in handling consumer complaints and inquiries since its creation in November 1999: A. CONSUMER INQUIRIES AND COMPLAINTS ? Elimination of the Informal Complaints Backlog. When the Bureau was established on November 8, 1999, it inherited an exceedingly large backlog of unresolved informal consumer complaints - 66,937 complaints in all - which had been pending at the Commission for several years. The backlog threatened to consume a large share of the new Bureau's resources at the expense of other important consumer-related goals and initiatives. To address the problem, the Bureau implemented an innovative plan which included a re-deployment of staff and resources, incentive awards, and team building exercises to motivate and unify staff. As illustrated in Table 2 and Figure 1 below, through the dedication and extraordinary efforts of CIND employees, the Bureau was able to eliminate the longstanding backlog of informal complaints by the middle of September 2000. Since elimination of the backlog, CIND has remained current in its handling of all informal complaints. As discussed earlier (p. 3 infra) complaints filed by telephone or over the Internet are served on carriers within one to two days of receipt. Paper complaints are served within ten days of receipt, as compared to a previous Bureau average processing time of several months. Table 2. Elimination of InformalComplaints/Inquiries Backlog Calendar Year 2000 (By Quarter) Number of Processed Backlog Complaints Number of Backlog Complaints Remaining 4th Quarter 1999 4,927 62,010 1st Quarter 2000 9,058 52,952 2nd Quarter 2000 34,490 18,462 3rd Quarter 2000* 18,462 0 4th Quarter Backlog eliminated 0 Total ** 66,937 * Backlog eliminated September 11, 2000. ** The Bureau began the 4th quarter with no backlog for the first time since the mid 1980's. ? Complaint and Inquiry Disposals. CIND strives to process all complaints and inquiries in a prompt, courteous, and effective manner. Table 3 and Figure 2 depict the number of complaints and inquiries that CIND closed each quarter of calendar year 2000. As shown below, CIB closed over 100,000 complaint and inquiry cases each quarter. Table 3. Complaints and Inquiries Closed Calendar Year 2000 (by Quarter) Calendar Year 2000 (By Quarter) Closed 1st Quarter 119,975 2nd Quarter 139,277 3rd Quarter 113,874 4th Quarter 102,966 Totals 476,092 ? Specialized Complaint Procedures/Slamming. Slamming is the unlawful practice of changing a consumer's telecommunications carrier without his or her knowledge or permission. In December 1998, the FCC adopted new rules to combat the problem of slamming by telecommunications service providers. Among other things, the new rules contain procedures for determining whether a telecommunications carrier is liable for slamming and also provide a remedy for consumers who have been slammed. An important feature of the new slamming rules is that they establish a framework for a partnership between the Commission and state utility commissions to combat slamming at the Federal and state levels. Under the Commission's new rules, states may elect, or "opt in," to enforce the Commission's slamming liability rules. Slamming complaints filed by consumers in "opt-in" states are handled by that state's agency in the first instance. Slamming complaints filed by consumers in states that have not opted in are handled by CIND. CIND employees have actively met with representatives of state utility Commissions to discuss and coordinate state enforcement of the new slamming rules. To date, 33 states plus the District of Columbia and Puerto Rico have opted to enforce the FCC's slamming rules. To ensure the expeditious handling of slamming complaints and the prompt referral of slamming complaints to the opt-in states, in the year 2000, the Bureau established a "Slamming Response Team" within CIND. The Team ensures that all complaints are forwarded on a weekly basis to states that have opted in, and generally coordinates with state commission staff to ensure consistent implementation of the slamming rules. CIND also provides guidance to consumers who need to supplement their complaints in order to avail themselves of the remedies provided under the slamming rules. B. CONSUMER CENTERS 1. Calls to 888-CALLFCC (voice)/888-TELLFCC (TTY) The Consumer Information Bureau is the primary point of contact for consumers desiring information about the FCC's policies, programs and activities. The Bureau has two toll-free consumer hotline numbers - one for voice and one for TTY. In calendar year 2000, the Bureau received over 1,140,000 calls placed initially to its hotline numbers. A significant number of these calls (57%) were processed by the Bureau's interactive voice response (IVR) system. Trained CIB staff were available to take calls from consumers desiring live interaction. 2. Speed of Answer During the latter part of calendar year 2000, as part of its effort to improve service to consumers, the Bureau conducted a comprehensive evaluation of its call-taking operations. The Bureau concluded that while consumers are able to access valuable information maintained by the FCC by dialing 888-CALLFCC and 888-TELLFCC, consumers often are required to wait for an unacceptable period of time before their call is connected to a live person. Table 6 below depicts the average connection wait time for consumers dialing these numbers during the fourth quarter calendar year 2000. As illustrated in Table 4 and Figure 4, staffing and system changes implemented by CIB in the fourth quarter resulted in a 30-second reduction in call wait average time by the end of the quarter. Additional changes are planned for the first quarter of calendar year 2001 to substantially reduce call wait times even further. The Bureau's goal is to answer at least 85 % of all calls to 888-CALLFCC and 888-TELLFCC in less than 60 seconds in the near term. Ultimately, the average response time will be reduced to less than 30 seconds. Table 4. Call Response Time Fourth Quarter 2000 (month) Response Time (Minutes) October 3:40 November 3:47 December 3:11 3. Processing Telephone Calls From Consumers In calendar year 2000 the Bureau used two principal tools for tracking the subject matter of telephone calls placed to the Commission by consumers: (1) Expert Advisor, a software package which enabled the staff to record information about the subject matter of calls handled by CIND employees, and (2) an interactive voice response (IVR) system which allowed callers to access automated information about particular topics rather than speaking to a CIND employee. The Bureau's principal goals in utilizing these two systems have been twofold: first, to glean from telephone calls to the Commission information about the impact of industry practices and policies on consumers; and second, to enable the Bureau to issue early warnings or alerts to the Commissioners and other Bureau offices if it appears, based on the volume or frequency of calls, that consumers are being harmed. C. SYSTEMS SUPPORT During the Bureau's first full year of existence, CIB was charged with managing the disparate array of information technology and legacy systems that it had inherited from other FCC organizations. Towards this end, CIB's Systems Support Office (SSO) initially used a triage approach to solving problems in meeting end user requirements for delivering customer service. SSO also was involved with longer-term tactical and strategic planning for improving key components of the Bureau's IT infrastructure. During calendar year 2000, CIB made a number of inroads towards achieving full integration of its various database and IT functions: ? Consumer Information Management System. CIB has intentionally set the bar high in its quest for delivering world class customer service. The key to improving customer service lies in capturing all of the information that is received by CIB's input mediums in a user-friendly way with a single processing system. In calendar year 2000, CIB worked with the Commission's Information Technology Center to develop the blueprint for a new system, called the Consumer Information Management System (CIMS), that would accomplish this objective. CIMS represents CIB's long-term strategic plan to completely reinvent CIB's Consumer Center processes and to strengthen CIB's ability to be the FCC's primary source of information to the public. By reengineering the Bureau's business processes and modernizing its information technology, CIMS will consolidate multiple individual databases and legacy applications used by the Bureau's Consumer Centers into a single integrated database and architectural platform. The diagram in Figure 5 below captures a sense of the comprehensive nature of CIB's objectives in migrating to CIMS. CIMS is nearing the end of the initiation phase, and will ultimately use "best-of-breed" commercially-available, off-the-shelf technology for its new system. CIB foresees the implementation of CIMS to be completed in the FY2002 time frame. ? Tivoli Migration. Since its inception, the Bureau has relied upon a consumer help desk software package called Expert Advisor to assist consumers with questions or concerns about their telephone service and associated issues. However, Expert Advisor has ceased to be a product supported by its manufacturer. As a consequence, in 2000, CIB needed to migrate to a newer product called Tivoli. The first stage of this migration project involved an analysis of Expert Advisor in order to document how it had been customized to meet CIB's needs. Among other things, this analysis revealed that certain features of Expert Advisor were no longer needed. CIB removed these features and is in the process of migrating a streamlined version of Expert Advisor to the more modern Tivoli system. ? SNAP Database. In 2000, SSO played a critical role in supporting the State and National Action Plan (SNAP), a joint Federal/state database pilot project approved by the Commission and the National Association of Regulatory Utility Commissioners (NARUC). The SNAP database was intended to provide the ten participating states and the FCC with a single searchable repository of information concerning slamming and cramming complaints and inquiries filed at the state and Federal levels by consumers. The database will be instrumental in furthering the FCC's and the participating states' efforts to develop consistent, coordinated plans and strategies for quickly identifying and addressing slamming and cramming practices, in order to minimize or prevent harm to consumers. ? Information and Computer Security. Recently, the Commission developed a draft policy on information and computer security, reflecting the heightened concern on this subject pervading the Federal government as a whole. At the close of 2000, SSO began to take lead responsibility for providing further IT security guidance on behalf of the Bureau. D. DISABILITY INQUIRIES AND COMPLAINTS CIB's Disabilities Rights Office (DRO) responds to a wide variety of inquiries for general and specific disability-related telecommunications information. In the year 2000, DRO provided assistance and technical information to consumers in all fifty states and the District of Columbia, Puerto Rico, and the Virgin Islands. DRO also receives all informal complaints to the Commission about matters pertaining to telecommunications access by individuals with disabilities. Typically, DRO staff attempt to resolve these complaints through informal mediation with companies. Where a resolution is not possible, DRO serves complaints upon carriers or telecommunications manufacturers. 1. Number of Inquiries and Complaints The chart below shows the total number of requests for assistance on matters related to disability access during calendar year 2000. This total does not include the hundreds of comments received on rulemaking proceedings, which needed to be forwarded to other Bureaus and Offices, nor does it include requests for Commission materials in alternative formats. The numbers of inquiries and complaints from consumers to DRO increased steadily over the year as a result of growing awareness of the existence of DRO. Staff presentations, expansion of the DRO website, and expansion of the "DRO Info" electronic free information service most likely contributed to this growth. Table 5. Number of Entities Served by Quarter during Calendar Year 2000 Quarter Number of Entities Served First 192 Second 239 Third 365 Fourth 389 Total 1,185 2. Area of Disability-Related Concerns The following table provides information on the various disability-related subject matters for which DRO was contacted, with respect to matters within the Commission's jurisdiction. This breakdown does not include topics that were forwarded to other bureaus (satellite dish placement, slamming, cramming, etc.) or those which were referred for resolution outside the Commission. Section 255 inquiries and complaints, covering issues concerning access to telecommunications products and services, dominated consumer topics in calendar year 2000. This resulted from the Commission's release of rules implementing Section 255 of the Communications Act just before the start of this year. Relay services represented the second largest category of consumer contacts, most likely because the Commission overhauled its relay service rules in March 2000. Closed captioning and hearing aid compatibility continued to be major issues of concern for consumers with hearing disabilities, and video description mandates and rules governing emergency access to television programming released during the summer of 2000 generated a considerable number of inquiries and concerns as well. Table 6. Calendar Year 2000 Complaints and Inquiries by Area of Disability Related Concerns Area of Disability Category Includes % Section 255 Scope, points of contact, solutions 28 Telecommunications Relay Services Text/voice relay service, speech to speech, video relay service, 711 20 Closed Captioning Digital TV, FCC non-emergency closed captioning schedules 17 Hearing Aid Compatibility (HAC) Access to wireline and wireless telephones, volume control 13 Video Description Scope of coverage 7 Emergency Access Emergency captioning, 911 Access 7 Convergence Broadband/Internet/computer access/interoperability, non-255 issues 4 Universal Service Lifeline-Link-up, E-Rate 4 3. Method of Service Preferred by Consumer DRO makes it easy for consumers with all types of disabilities to contact the FCC. The most preferred method of contact is e-mail, with telephone contacts a distant second. While DRO does receive letters (including faxes), consumers with disabilities appear to prefer the speed and ubiquity of text-based electronic access. Because consumers with disabilities contact DRO from every state and U.S. possession, and from other nations, it is not surprising that this low-cost method dominates the way in which DRO delivers assistance to consumers. Table 7. Calendar Year 2000 Complaints and Inquiries by Method of Service Preferred by Consumer January February March April May June July August September October November December Totals E-Mail 69 21 35 41 54 47 47 115 68 137 100 86 820 Telephone 21 5 20 18 22 17 22 78 14 6 24 6 253 Letter 6 1 8 9 8 7 8 1 5 3 18 5 79 TTY 3 1 2 4 10 2 1 2 4 1 1 2 33 Total 1,185 4. Type of Disability Involved DRO serves consumers with a variety of disability access needs. Approximately two-thirds of individuals contacting DRO either have a sensory disability, such as blindness or deafness, or are calling for information concerning an individual with a sensory disability. Another 20 percent of inquiries involve people with other physical disabilities such as cerebral palsy, brain injury, post-polio syndrome, multiple sclerosis, and medical conditions that may restrict communication, including diabetes, heart conditions, and diseases such as Huntington's, Parkinson's, and Alzheimer's. Inquiries that involve mental disabilities, such as mental retardation, autism, mental illness, attention deficit disorder, are mentioned in fewer than 10 percent of inquiries. Approximately 10 percent of inquiries involve an unspecified disability, and numerous inquiries do not mention a disability at all. Table 8. Percentage of Calendar Year 2000 Consumers Served by Type of Disability Involved Type of Disability Description % Sensory Disabilities Deaf, blind, speech disability, hard-of-hearing, deaf-blind, low vision, color blind 61 Physical Disabilities Cerebral palsy, brain injury, post-polio syndrome, multiple sclerosis, chemical sensitivity, paraplegia, medical conditions such as heart conditions, Huntington's, Parkinsons, etc. 22 Mental Disabilities Autism, mental illness, mental retardation, dyslexia, attention deficit disorder, learning & cognitive disabilities 6 Disabled Type not specified 11 5. Range of Customers Served DRO provides information and technical assistance to a broad range of consumers. The largest group served consists of advocates for the disability community and relatives of individuals with disabilities. Another significant group of individuals served by DRO are members of the telecommunications service and product industries. Individuals working in state governments, including individuals in relay services administration, public utility commissions, and state programs that deliver services to people with disabilities also frequently contact DRO for assistance. A large number of individuals from other Federal agencies and the military, as well as individuals from the education fields, also utilize DRO's services. Finally, writers and international regulators regularly contact DRO for information on disability-specific telecommunications rules. Table 9. Percentage of Inquiries in Calendar Year 2000 by Range of Customers Served Type of Customer Description % Advocates & Relatives of Persons with Disabilities Disability community, parents, grandparents, spouses, caregivers of persons with a disability 36 Industry & Attorneys Representatives, managers, engineers and carriers, equipment and services companies. 30 State Relay services administrators, state program administrators, PUCs, hospitals 12 Federal Agency & Military Other than FCC, disabled veterans and current service veterans 8 Education College and high school teachers, students, researchers, administrators 7 Special Populations Senior citizens with disabilities, prisoners with disabilities 4 Researchers International regulators, writers, publishers, reporters 3 E. CONGRESSIONALS One of CIB's principal functions involves preparing responses to Congressional inquiries submitted on behalf of consumers. As depicted in Table 10 and Figure 11 below, in calendar year 2000, CIB handled over 54% of the 7,435 Congressional inquiries received by the Commission. Table 10. Number of Congressionals Received for Calendar Year 2000 Bureau Number of Congressionals CIB 4,054 All Other Bureau/Offices 3,379 Total 7,435 A major accomplishment for the Bureau during calendar year 2000 was the elimination of a backlog of Congressional inquiries. At its inception in November 1999, the Bureau was assigned over 200 Congressional inquiries, many of which were overdue, that were previously the responsibility of other FCC Bureaus and Offices. To tackle the backlog and an increasing workload averaging over 1,000 new Congressional inquiries per quarter, the Bureau, in May of 2000, streamlined the Congressional response process, re-deployed staff, and set clear timetables and work priorities. In addition, the Bureau ensured that staff assigned to process Congressional inquiries received adequate training, guidelines, and supervision to ensure prompt, courteous, and effective responses to Congressional inquiries in all instances. The Bureau's handling of Congressionals has been tremendously successful. As depicted in Table 11, after inheriting a workload and processes that generated late Congressional responses over 58% of the time in November 1999, the Bureau has maintained a record, achieved in July 2000, of responding to all Congressional inquiries within established deadlines. In fourth quarter 2000, the Bureau achieved a processing time of two to five days per Congressional, as compared to a previous processing time of more than 20 days. Table 11. Congressional Processing Performance for Calendar Year 2000 Year 2000 Timely Closed Closed Late Total First Quarter* N/A N/A N/A Second Quarter 539 746 1,285 Third Quarter 1,240 10 1,250 Fourth Quarter 744 0 744 *Note: Figures are not available for first quarter. F. CONSUMER REFERENCE MATERIALS 1. Document Handling and Processing Members of the general public rely heavily on the information that is maintained by the Commission's Reference Information Center which is operated by CIB. During calendar year 2000, RIC provided document handling and public access for a number of significant proceedings: ? Low Power FM. RIC received over 1,000 pending applications for this service, and has made these available to the public since release of the Commission's public notice. ? Two-way Wireless Communications. RIC received approximately 2,040 new applications for this new service. Files were available as soon as the Commission issued its public notice. This service is bar coded for quick retrieval. ? Detariffing. Commission action to detariff interstate common carrier services has caused a huge influx of public research by members of the general public wishing to ascertain current carrier rates and charges. ? Low Power Television. Commission action to allow television stations to move to Class A protection status resulted in the filing of over 2,000 requests for protection and an increase in research to determine which stations submitted these filings. ? Equal Employment Opportunity (EEO) Rules. Following Commission action on EEO rules, RIC received over 34,000 EEO forms from broadcast station licensees, which were made available for public review. ? Customer Service Standards. RIC developed new standards for ensuring that the general public receives accurate and prompt information. In addition, the RIC developed a method designed to collect feedback regarding its customer service. ? Broadcast Records. RIC retired 1,850 boxes of broadcast records for the period of 1986 to 1993 to the Washington National Records Center. This freed up room for new applications, allowing the RIC to more easily access existing files, which in turn has improved service to the public. The Table and Figure below represent RIC's workload for calendar year 2000. Table 12. Reference Information Center Workload for calendar Year 2000 Category Description Totals Customers Total number of visits by RIC's customers for research purposes. 26,918 Request Forms Total number of request forms received from RIC's customers. 31,563 Files Pulled Total number of files that RIC staff pulled for customers. 82,716 Applications Received * Applications received and filed into RIC station files for the year 12,942 *Note: Does not count international, multi-channel multi-point distribution service, cable, or wireless applications - no database tracking or report currently available for these services. 2. Electronic Comments Filing System The Electronic Comments Filing System enables consumers from all over the country to easily and effectively file comments with the Commission at no cost. As shown below, 350,000 of the 380,000 filings, or 92% of the incoming documents to the Commission, are handled by RIC's Imaging Center. Table 13. Electronic Comments Filing System ECFS Description Total for Calendar Year 2000 ECFS Filings 30,000 documents filed electronically by the public and an additional 350,000 filed in paper, scanned, indexed, and posted by RIC's Imaging Center staff to the appropriate proceeding and to the Internet site. 380,000 Internet Hits to ECFS Number of hits accessing ECFS to either file comments or view proceeding documents. 110,815 3. Documents in Accessible Formats The Rehabilitation Act of 1973 requires the Commission to make the information it provides to the public and FCC employees accessible to people with disabilities. Among other things, this Act requires the FCC to (1) convert printed materials into accessible alternative formats and (2) provide sign language interpretation of spoken or audio information. During calendar year 2000, CIB handled 172 specific and specialized requests for accessible documents or sign language interpreters from consumers and employees. Individuals outside the agency made 28 of these requests; 144 requests were from FCC personnel. The following chart shows the type of information for which accessible formats were provided. Table 14. Types of Documents Made Available Calendar Year 2000 Types of Documents Made Available Number Legal documents (releases of FCC actions, rules, regulations) 29 General FCC public documents (public notices, announcements, statements): 20 Specific consumer-oriented information documents (fact sheets, consumer guides) 72 Internal FCC documents (employee orientation and training materials, FCC phonebook) 11 Correspondence to/from the Commission (incoming/outgoing letters) 3 Total 135 The following chart and figure demonstrate the various types of access provided by CIB in calendar year 2000. Table 15. Mode of Accessibility Provided Calendar Year 2000 Mode of Accessibility Provided Number Braille 106 Large-Print 8 Audiocassette 4 Electronic Format (Disk) 17 Sign language Interpreting* 37 Total 172 *Note that the number of requests that DRO received for sign language interpreting services does not include the number of requests processed and reported by the Office of the Managing Director for public and other events and meetings. DRO provides a specialized interpreter for ex parte meetings, small conferences, and small meetings where sign language interpretation requires extensive knowledge of the technical background of the subject under discussion. IV. POLICY A. CONSUMER ISSUES 1. Consumer/Disability Federal Advisory Committee. In accordance with the Federal Advisory Committee Act, in calendar year 2000, the Bureau led the effort to establish a new Federal advisory committee, the Consumer/Disabilities Telecommunications Advisory Committee (CDTAC). The purpose of the new committee will be to obtain general guidance from consumer, disability, and industry leaders on issues of importance to consumers and individuals with disabilities. Among the various issues that CDTAC will be addressing are access by people with disabilities (e.g., telecommunications relay services, video description, captioning, accessible billing, and access to telecommunications products and services); consumer protection and education (e.g., cramming, slamming, consumer-friendly billing, detariffing, bundling of services, Lifeline/Linkup programs, customer service, privacy, telemarketing abuses, and outreach to underserved populations); impact of new and emerging technologies (e.g., availability of broadband, digital television, cable, satellite, low power FM, and the convergence of these and emerging technologies); and consumer participation in FCC proceedings. The public notice announcing the formation of the committee was released in November 2000, and the committee will hold its first meeting in March of 2001. 2. Commission Proceedings CIB reviewed and made recommendations to the Common Carrier Bureau (CCB) on a number of Commission proceedings affecting the rights and responsibilities of consumers: ? CALLS Education Plan. In July of 2000, the Commission implemented a plan that changed the manner in which long distance companies pay access charges to local telephone companies. This plan, known as the "CALLS plan" for its creator - the Coalition for Affordable Local and Long-Distance Service - changes the way that surcharges are billed to consumers. CIB worked with the industry, consumer groups, and CCB to ensure that information provided in consumer telephone bills accurately informed consumers about the impact of the CALLS plan. In addition, CIB worked with industry to approve A Smart Consumer's Guide to Telephone Service, a brochure prepared by the CALLS Coalition and published by the Federal Consumer Information Center. ? Detariffing. The Commission has ordered that the detariffing of all domestic interstate long distance rates take effect no later than April 30, 2001. Under detariffing, long distance telephone companies will no longer need to file documents with the Commission describing the rates, terms, and conditions of the services they provide. Detariffing changes the nature of the relationship that a consumer has with his or her long distance company to one of a contractual nature. During the final quarter of 2000, CIB initiated comprehensive efforts with CCB to ensure that consumers are fully educated about the impact that detariffing will have on their telephone service. Toward this end, the Bureau and CCB met with members of the industry to ensure that informational materials prepared by the carriers for their subscribers were clear and accurate. In addition, the Bureau prepared its own educational materials, shared information at national conferences, and interviewed senior citizen focus groups to ascertain levels of consumer understanding of the detariffing issue. ? Slamming. Slamming is the unlawful practice of changing a consumer's telecommunications carrier without his or her knowledge or permission. To deter slamming, the FCC adopted new anti-slamming rules which, among other things: (1) strengthen the liability rules to take the profit out of slamming by absolving consumers of 30 days of slamming charges; and (2) strengthen the procedures by which carriers must obtain customer verification of preferred carrier change requests. CIB worked with CCB on final documents modifying the slamming mandates. When the slamming rules went into effect in November of 2000, CIB released an extensive slamming education campaign, which included brochures, fact sheets, and camera ready articles. In order to fully alert consumers of their new protections under the slamming rules, CIB shared these materials at national conferences, with state commissions, and consumer groups. ? Service Quality NPRM. In 1991, the Commission implemented a program to monitor the service quality of telephone carriers by requiring the submission of service quality reports. These reports contained, for example, information on the provision of telecommunications services, the maintenance and repair of telecommunications facilities, and the frequency of network trouble. In November of 2000, CCB proposed to streamline reporting requirements imposed on carriers to require only a minimal set of consumer-oriented service quality data, in a more consumer-oriented format. These revisions were intended on the one hand to provide state regulatory commissions with the information they require to protect consumers, and on the other to offer consumers sufficient information to consider service quality in choosing a carrier. CIB reviewed the proposals set forth by CCB and provided comment on the type of information that it felt would be important to consumers and the need to make that information readily accessible to consumers. B. DISABILITY ISSUES 1. Commission Orders and Releases Calendar year 2000 was a banner year for Commission work on the expansion of telecommunications access for people with disabilities. CIB worked closely with the Common Carrier Bureau, Mass Media Bureau, the Cable Services Bureau, the Office of Engineering and Technology, the Wireless Telecommunications Bureau, and the Enforcement Bureau in developing and drafting the following landmark proceedings related to telecommunications access: In the Matter of Telecommunications Relay Services and Speech-to-Speech Services for Individuals with Hearing and Speech Disabilities, Report and Order and Further Notice of Proposed Rulemaking (adopted February 17, 2000, released March 6, 2000) Telecommunications relay services (TRS) use operators to convey messages in real-time between individuals who are deaf, hard of hearing, or speech disabled, and other individuals. In 2000, CIB worked with the Common Carrier Bureau to draft new TRS rules that overhaul the Commission's original 1991 TRS rules. Among other things, the new rules require speech-to-speech relay, interstate Spanish relay and permit a new funding mechanism to encourage the provision of video relay services. The Order also created new standards for relay service quality, adopted the Commission's informal complaint process for TRS, and raised issues about new technologies in an accompanying Further Notice. Closed Captioning and Video Description of Video Programming, Implementation of Section 305 of the Telecommunications Act of 1996, Accessibility of Emergency Information, Report and Order (adopted April 6, 2000, released April 14, 2000) CIB staff worked with the Cable Services Bureau to draft this Order, requiring video programming distributors to make local emergency information that is provided to television viewers accessible to persons who are deaf or hard of hearing. The new rule requires that if emergency information is provided aurally, it must also be provided in a visual format such as captioning, crawls, or scrolls that appear on the screen. In the Matter of Closed Captioning Requirements for Digital Television Receivers, Report and Order (adopted July 21, 2000, released July 31, 2000) This Order, prepared by CIB and the Office of Engineering and Technology, adopts technical standards for the display of closed captions on digital television receivers. The Order requires that these receivers provide viewers with the tools to control the size, font, and color of the captions that they watch, and to enable viewers to choose between multiple streams of captioning. In the Matter of Implementation of Video Description of Video Programming, Report & Order (adopted July 21, 2000, released August 7, 2000) CIB worked with the Mass Media Bureau on this Order, which expands access to television by individuals with visual disabilities. The Order requires the insertion of descriptions of the key visual elements into the natural pauses of the audio portion of certain programming. It places video description obligations on the top four commercial broadcast TV networks in the top 25 TV markets, and the top five national nonbroadcast networks of multichannel video programming distributors (MVPDs) with 50,000 or more subscribers. The Order also requires broadcast stations and MVPDs that provide local emergency information to make that information accessible to viewers who are blind or have visual disabilities. In the Use of N11 Codes and Other Abbreviated Dialing Arrangements, Second Report & Order (adopted July 21, 2000, released August 9, 2000) Currently, there are over 100 relay numbers used to access the various relay systems that exist across our nation. Each time a relay consumer travels, he or she is confronted with numerous difficulties associated with ascertaining the correct relay number for each of these systems. CIB played a major role in drafting and releasing a new Order which requires all telecommunications carriers to implement three-digit, 7-1-1 dialing for access to all relay services nationwide. By enabling TRS users to dial 7-1-1 to initiate a relay call from any telephone, anywhere in the United States, this Order will encourage and facilitate telephone communication between and among millions of individuals who are deaf, hard of hearing, or have speech disabilities, and voice telephone users. The consequent increase in demand for relay services will hopefully spur the market entry of new TRS competitors, thereby increasing innovation, lowering prices, and enhancing relay service quality. In the Matter of Revision of the Commission's Rules to Ensure Compatibility with Enhanced 911 Emergency Calling Systems, Fourth Report and Order (released December 14, 2000) This Order establishes June 30, 2002 as the deadline by which digital wireless service providers must be capable of transmitting 911 calls made using TTY devices. Among other things, the Order requires carriers to regularly report on their progress in resolving TTY/digital compatibility problems until that time. The Order was prepared by the Wireless Telecommunications Bureau, with the assistance of CIB. Public Notice reminding manufacturers of their obligation to make interactive voice menu products accessible under Section 255 of the Communications Act (released September 22, 2000) Section 255 requires all telecommunications manufacturers to make their products accessible to individuals with disabilities, if readily achievable. This Notice, prepared by the Enforcement Bureau with CIB's oversight, reminds manufacturers of interactive voice menu products of their obligations under Section 255. 2. Other Disability-Related Matters In addition to the various proceedings noted above, DRO worked on other matters related to access by individuals with disabilities: ? In order to ensure that the needs of individuals with disabilities were considered in proceedings that were not necessarily disability-specific in the year 2000, DRO routinely reviewed, or "filtered," the proceedings of other Bureaus and Offices for disability impact in the year 2000. For example, DRO reviewed and provided input on proceedings which concerned Part 68 deregulation, Section 706 advanced services deployment, allocation of 216-220 MHz spectrum, digital television public interest obligations, low power FM, and the provision of E911 services by mobile satellite systems. ? The Americans with Disabilities Act (ADA) requires all Federal agencies to caption public service announcements which they fund in whole or in part. In order to increase compliance with this mandate, DRO prepared a letter for the Chairman's signature reminding all Federal agencies of this ADA obligation. This letter was sent on May 2, 2000. ? Interactive voice response systems have proliferated throughout the United States. These telephone systems utilize a series of prompts to which callers respond in order to access information or leave messages. For the most part, these systems remain inaccessible to individuals who are deaf, hard of hearing, or who have other disabilities. DRO prepared a letter for the Chairman's signature seeking clarification by the U.S. Department of Justice of the obligations of state and local governments and places of public accommodation which use IVR systems, to otherwise provide effective telephone access under Titles II and III of the ADA. This letter was sent December 27, 2000. ? Under new Universal Service programs, schools and libraries across the nation are sometimes eligible to obtain discounted telecommunications services. In order to obtain these discounts, entities must apply by filling out what is known as an "e-rate" application. In recent years, parents of children with disabilities have raised concerns about schools which receive e-rate funds, but which are not accessible to their children. DRO worked with the Common Carrier Bureau on inclusion of language to alert e-rate applicants of their disability access obligations under various Federal nondiscrimination statutes. The language was added to the Commission's fourth e-rate application in the Fall of 2000. C. NATIVE AMERICAN ISSUES Throughout calendar year 2000, CIB's Liaison for Tribal Affairs coordinated and assisted with outreach and education to numerous tribes and regional inter-tribal councils on the Commission's Indian Initiatives. Among the various tribes consulted were the Lummi, Nisqually, Seneca, Oneida, Chickasaw, Mississippi Choctaw, Red Lake Band of Chippewa, Winnebago, Cheyenne and Arapaho, Mohegan, Pasqua Yaqui, Mescalero Apache, Lower Brule Sioux, Spokane, Seminole, Cherokee, Mashantucket Pequot, Navajo, Hopi, Zuni, Cheyenne River Sioux, Oglala Sioux, and Yurok tribes. CIB's activities included meetings with the leadership of 90% of the tribes and pueblos in New Mexico, the All-Indian Pueblo Council, and the Eight Northern Indian Pueblos Council; a visit to the National Indian Telecommunications Institute in Santa Fe; and consultation with the Cochiti Pueblo Tribal Council on telecommunications concerns. In addition, the Bureau worked closely with the Common Carrier Bureau, Wireless Telecommunications Bureau, Office of General Counsel, Mass Media Bureau, and Office of Communications Business Opportunities to recommend, develop, and implement policies and programs designed to address the absence of telecommunications services in Indian Country, and to address other Commission regulatory matters involving tribes and tribal lands, in the following proceedings: Statement of Policy on Establishing a Government-to-Government Relationship with Indian Tribes (adopted June 8, 2000, released June 30, 2000) This statement formally recognizes the Commission's tribal trust relationship. It re-affirms tribal sovereignty, Federal trust relationship responsibility principles, and the importance of agency consultation with Federally-recognized Indian Tribes. The "Trust Policy" establishes certain Commission principles with respect to its tribal policies going forward, including a tribal consultation standard. In the Matter of Extending Wireless Telecommunications Services to Tribal Lands, Report and Order and Further Notice of Proposed Rulemaking (adopted June 8, 2000, released June 30, 2000) This Order establishes bidding credits in future auctions to winning bidders who use licenses to deploy facilities and provide service to Federally-recognized tribal areas. In addition to working on the development and drafting of this item, CIB assisted the Wireless Bureau with follow up efforts concerning the Tribal Lands Bidding Credit, including extensive outreach to tribes and industry on terms and conditions of the bidding credit. In the Matters of Federal-State Joint Board on Universal Service; Promoting Deployment and Subscribership in Unserved and Underserved Areas, Including Tribal and Insular Areas, Twelfth Report and Order, Memorandum Opinion and Order, and Second Further Notice of Proposed Rulemaking (adopted June 8, 2000, released June 30, 2000) This Order revises the eligibility criteria for tribal land residents to qualify for Universal Service support and increases the support levels for residents of tribal lands, including lifeline subsidies. This item also establishes a framework for Eligible Telecommunications Carrier Designations related to tribal lands and applies the framework to pending petitions. CIB provided guidance to the Common Carrier Bureau concerning the extent to which Federal Indian social programs would meet Universal Service eligibility criteria, and specific questions concerning tribal lands Federal regulatory definitions. Co-Location Programmatic Agreement on Wireless Antennas; National Historic Preservation Act and National Environmental Policy Act Issues CIB assisted the Wireless Telecommunications Bureau with the development of this agreement among the Commission, the National Conference of State Historic Preservation Officers, and the Advisory Council on Historic Preservation, as it relates to Federal Indian Law and tribal historic preservation laws and concerns. CIB is currently coordinating consultation with the tribes and tribal historic preservation officers for the purposes of this agreement. Low Power FM Radio (LPFM) CIB assisted the Mass Media Bureau (MMB) on issues of tribal eligibility requirements related to LPFM service, and performed tribal outreach and consultation on the LPFM service initiative. Outreach included assisting in the creation of an LPFM brochure and the mailing and further dissemination of LPFM information to the tribes. Red Lake Chippewa Broadcast Licensing Matter CIB assisted the Audio Services Branch of MMB on a specific tribal licensing matter involving an application and subsequent changes made by the Red Lake Band of Chippewa Indians for a commercial broadcast license. CIB acted as liaison to tribal representatives while assisting MMB attorneys on matters of Federal Indian law, tribal law and customs, and questions concerning the traditional role of Historical Chiefs on modern tribal councils. V. LOOKING FORWARD The start of the new millennium was also the beginning for CIB. The achievements of the Bureau at the beginning of this new millennium hold significant promise for its future. As the unique organization within the Commission charged with responding to consumer concerns, CIB has extensive future plans for streamlining and improving its processes to fulfill its mission even more effectively. Among other things, the Bureau has plans: ( To consolidate our varied databases and software systems through the Consumer Information Management System. The integration of these systems will more effectively enable the Bureau to gather, analyze, and respond to requests about trends and patterns of consumer concerns that reach our offices. ( To further reduce the speed with which consumer calls are answered in our Consumer Centers. The result will be fewer abandoned calls and a more satisfied consuming public. ( To expand efforts to provide educational materials to Asian-Pacific Americans and other groups whom we previously have not targeted. Reaching out to untapped communities and providing our informational materials in multiple languages will allow us to expand the breadth of our outreach objectives. ( To overhaul the Commission's varied informal complaint procedures. Developing uniform and consumer-friendly informal complaint procedures that are agency-wide will eliminate consumer confusion and facilitate the Commission's handling of these consumer complaints. ( To expand our efforts to reach out and respond to the access needs of individuals with disabilities, Native Americans, senior citizens and the Hispanic community. Our first year provided a substantial foundation upon which to build our progress in addressing the telecommunications needs of these underserved populations. The year 2001 also brings with it the start of our brand new Federal advisory committee. The Consumer/Disability Telecommunications Advisory Committee will provide an invaluable mechanism through which our Bureau can receive feedback on our many objectives. Through this committee, we also will assist other Commission Bureaus and Offices in the Commission's efforts to build consensus between consumers and industry on a host of telecommunications issues. These and other initiatives will enable the Consumer Information Bureau to fulfill its goals of responding effectively to consumer concerns in an ever-changing and increasingly diverse telecommunications marketplace. Roderick K. Porter Acting Bureau Chief ACKNOWLEDGEMENTS Note from Chairman William E. Kennard: I wish to thank the tireless and devoted staff of CIB who contributed so significantly to the Bureau's enormous successes during its first year. Without the enduring commitment and diligence of these individuals, the Bureau would not have been able to realize the many achievements described in this Report. I also wish to thank the core CIB team that put together this First Annual Report: Roderick K. Porter, Karen Peltz Strauss, Suzanne Perrin, Thomas Wyatt, and Jenifer Simpson. Others who contributed their time and effort to this report include: Geoffrey Blackwell, Sharon Bowers, Cynthia Brown, Phyllis Chandler, Martha Contee, Margaret Egler, Jack Forsythe Stephen Gorey, Patricia Green, Mike Hennigan, Marlene Jackson, Fran Lookenbill, Scott Marshall, Stacey Mesa, ShaVonne Morris, Sumita Mukhoty, Lynn Remly, Ericka Saunders, and Sharon Wright. I would like to express a special thank you to Suzanne Perrin, whose extraordinary efforts and dedication in designing and assisting in the coordination of this report made its completion possible. i Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report ii iii Consumer Information Bureau ( First Annual Report i Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 4 Organizational Structure Organizational Structure Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report Organizational Structure 5 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report Outreach and Education 8 9 Outreach and Education Consumer Information Bureau ( First Annual Report Outreach and Education....6 Consumer Information Bureau ( First Annual Report 18 Operations Operations 7 Consumer Information Bureau ( First Annual Report Operations 17 Consumer Information Bureau ( First Annual Report 18 Operations Operations 19 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 20 Operations Operations 21 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 24 Operations Operations 23 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 26 Operations Operations 27 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 28 Operations Operations 29 Consumer Information Bureau ( First Annual Report 30 Operations Operations 31 Operations 31 Consumer Information Bureau ( First Annual Report Operations 31 Consumer Information Bureau ( First Annual Report 32 Operations Operations 33 Consumer Information Bureau ( First Annual Report Operations 33 Consumer Information Bureau ( First Annual Report 34 Operations Operations 35 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 36 Operations Operations 35 Consumer Information Bureau ( First Annual Report Consumer Information Bureau ( First Annual Report 44 Policy Policy 43 Looking Forward 46 Looking Forward 45 Acknowledgements 47 ---------- End of Document -- TNET Mail-To-News Gateway Version - 1.6 For information about this gateway email programs@tnet.com
