During the reporting period, the FCC’s Reference Information Center (RIC) had 2,058 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 are given the utmost attention and consideration regarding their specific inquiry. During the reporting period, 199,050 inquiries were received and resolved. Of these, 78,372 were resolved by the Consumer Centers’ staff within two business days. The remaining 120,678 inquiries were handled by our automated response system.

The "For Consumers" pages now provide more detailed and up-to-date information as a result of transferring maintenance responsibilities to the Consumer and Governmental Affairs Bureau, whose staff has more direct access to the information that is necessary to make the updates. The Draft FCC Information Quality Guidelines and related information are now available for public review and comment from a special page on the FCC web site. The Guidelines are designed to ensure and maximize the quality, objectivity, utility, integrity, and prompt availability of the information that the FCC disseminates. We have reduced the amount of time that you have to wait on the standard disclaimer page before you are forwarded to a site that is not part of the FCC web site. The CCB, CSB, and MMB web pages have been completely removed from the site. The necessary changes to the web site's links and content known to be effected have been completed and we are now in the final step of implementing the Commission’s reorganization on the web site. Removing these duplicate files cuts down on duplicate documents in search results, and helps to make the site more streamlined and navigable. We have revised and expanded the E-FOIA Request Form so that the public can submit more detailed requests to allow the FCC to respond faster and with more precision. We have begun providing an alternative general listing, arranged by the Bureaus/Offices, of Public Notices, Orders, News Releases, etc., that have been entered into EDOCS since January 2000. Updated daily, this cumulative set of EDOCS-based "Document Indexes" improves upon the basic FTP-style listings that were provided previously.

E-mail inquiries sent to FCCINFO@FCC.GOV were immediately acknowledged by the Consumer Information Bureau with an automated response. During this reporting period 37,332 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.