During the reporting period, the FCC's Reference Information Center (RIC) had 6,557 visitors requesting public Commission information. All visitors were met with an informed and courteous staff and were provided with information that was readily available within 30 minutes. In instances where the information was not available, customers were apprised of the status of their requests and were told when they could expect to receive their requested information.

Telephone Inquiries referred to the Consumer Information Bureau over the 1-888-CALL- FCC or TTY 1-888-TELL-FCC were handled by the Consumer Centers' staff. Consumers were given the utmost attention and consideration regarding their specific inquiry. During the reporting period, over 460,000 inquiries were received and resolved. Of these, 160,000 were resolved by the Consumer Centers' staff within two business days. The remaining 300,000 inquiries were handled by our automated response system.

The FCC has conducted a formal evaluation of its public web site and has developed recommendations for design changes that will increase uniformity across the bureau and office pages and will allow the public to more quickly and easily retrieve FCC information. The recommendations were based on an expert third-party review, interviews with internal and external users of the site, and public comments received in response to a public notice requesting comments on the site. An inter-office internet working group is evaluating the final report's recommendations and templates for new page designs. The new design is tentatively scheduled to be introduced in stages this spring.

E-Mail inquiries sent to FCCINFO@FCC.GOV were immediately acknowledged by the Consumer Information Bureau with an automated response. During this reporting period 29,998 inquiries were received, the majority of which were resolved within 2 business days and the remaining completed within 20 business days. The Bureau is actively pursuing technology that will provide enhanced reporting capabilities and allow verification of our customer responses. The staff of other Bureaus/Offices acknowledged status inquiries within two business days 97% of the time, and provided full responses to complex inquiries within 20 business days 99% of the time.