During the reporting period, the FCC’s Reference Information Center (RIC) had 4,448 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, 169,945 inquiries were received and resolved. Of these, 83,324 were resolved by the Consumer Centers’ staff within two business days. The remaining 86,621 inquiries were handled by our automated response system.

The majority of the Commission's web pages now have a common format and uniform method of navigation. This uniformity offers a familiar interface and easier navigation for visitors regardless of the type of information they are seeking. A newly-formed Web Content Management Committee is initiating new procedures to ensure that the information it makes available on its web site is even more accurate and timely. A major new search engine launched on the Wireless Telecommunications Bureau’s web site is being implemented on all FCC web pages, bringing state-of-the-art, comprehensive search capabilities to the existing suite of FCC search tools.

The Consumer Information Bureau implemented a program to translate all consumer information materials into Spanish for posting on the FCC’s web site. Nearly 40 fact sheets and other publications have been translated and posted on the FCC web site to date. The objective is to translate all publications into Spanish as they are published, as well as publications developed previously. These publications are now available through a new Spanish web page called "Bienvenidos" (http://www.fcc.gov/cgb/consumerfacts/spanish/spanish.html).

E-mail inquiries sent to FCCINFO@FCC.GOV were immediately acknowledged by the Consumer Information Bureau with an automated response. During this reporting period 21,955 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.