During the reporting period, the FCC’s Reference Information Center (RIC) had 4,172 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, 145,058 inquiries were received and resolved. Of these, 74,538 were resolved by the Consumer Centers’ staff within two business days. The remaining 70,520 inquiries were handled by our automated response system.

Visitors to the FCC web site now have 3 new tools to help them navigate through the site and more quickly find the information they are looking for. During this quarter, the FCC posted a new site map that provides a comprehensive outline of links to all of the site’s major pages. The FCC also completed launching a new commercial-quality search engine, which was first tested on WTB web pages, and has now been implemented site-wide through the standard placement of search boxes at the top of most pages, and as part of a new main search page and a suite of search help pages. The new document indexes now show much more detailed information about the document links they provide, so that visitors to the Bureaus’ document listing pages will be less likely to waste time following unrelated links.

E-mail inquiries sent to FCCINFO@FCC.GOV were immediately acknowledged by the Consumer Information Bureau with an automated response. During this reporting period 21,996 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.