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Consumer & Governmental Affairs Bureau. January 15, 2004. CGB. Consumer & Governmental Affairs Bureau. 2003 Goals. Increase legal and Intergovernmental Affairs outreach staffs Expand outreach to underserved stakeholders (e.g. people with disabilities, rural communities)

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CGB

Consumer & Governmental Affairs Bureau

2003 Goals

  • Increase legal and Intergovernmental Affairs outreach staffs
  • Expand outreach to underserved stakeholders (e.g. people with disabilities, rural communities)
  • Continue to modernize CGB technology infrastructure
  • Enhance CGB policy focus
  • Ensure that all Voices are Heard

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CGB

Consumer & Governmental Affairs Bureau

Promoting the Commission's Strategic Goals

  • Broadband
  • Competition
  • Media
  • Homeland Security
  • Spectrum
  • Modernizing the FCC

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CGB

Consumer & Governmental Affairs Bureau

Deployment

  • Forged partnership with Appalachian Regional Commission to bring advanced services to rural Appalachian communities.
  • Showcased how broadband links the University of Virginia’s Medical Center to rural health care facilities.
  • Facilitated discussion of broadband issues by the FCC’s Consumer Advisory Committee.

Broadband

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TCPA / National Do-Not-Call Registry

  • Balance consumers’ privacy rights with telemarketers’ telemarketing rights.
  • Over 55 million consumers have registered since July 2003.
  • For 2004 CGB will continue to work on the TCPA docket to update and enhance the telemarketing and unsolicited fax rules.

“…a tool that will help ensure that

telemarketers respect the privacy of

our nation’s citizens.”

~ President George W. Bush ~

Competition

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Revised rules to allow further consumer protections.

Eliminated Form 478 to alleviate burdens on carriers.

Provided a consumer mechanism for recourse.

CGB

Consumer & Governmental Affairs Bureau

Taking the Profit out of Slamming

Competition

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Taking the Profit out of Slamming

Complaints Closed

Orders Released

Competition

35.4% more than the number tallied at

the same time last year.

An increase of nearly 300% over last

year totals.

More than $250,000 in refunds and credits to consumers

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Consumer Centers

Informal Complaints Backlog

  • Electronic filing initiatives contributed to about a 10% increase in the average speed of disposal for informal complaints and inquiries.
  • Modest backlog in 2003 of 161 informal complaints.
    • The National Do-Not-Call and Wireless Local Number Portability complaints nearly doubled monthly complaint activity from 7,585 in the 3rd quarter to 13,808 in the 4th quarter.

Complaints Volume

Competition

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Taking the “government to the people”

Presentation & Exhibit,

AARP Convention

Federal Asian Pacific

Conference

Be “Utility

Wise” Day

Broadcast Ownership En Banc Hearing

New

York

Competition

Penn.

Nevada

IL

Consumer Forum

DC

Virginia

National Consumer Protection

Week

California

N. Carolina

DTV panel participation at NACAA Fall Consumer Conference

Localism

Hearing

DC Office of

People’s Counsel Meeting

Texas

Florida

Nat’l Council of

La Raza

Exhibit at World Congress

on Disabilities

9a

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Rural Lands of Opportunity

50th Annual Meeting of the Affiliated Tribes of Northwest Indians (ATNI)

Standing Rock Sioux

Reservation Tribal Visit

Cheyenne River

Sioux Reservation

Tribal Visit

Affiliated Tribes of Northwest Indians Winter Conference

Omaha Tribe of Nebraska

Tribal Visit

North

Dakota

Indian

Telecommunications

Initiative Regional

Workshop

United

South & Eastern Tribes

Annual

Impact Week

Meeting

South

Dakota

Oregon

Competition

Nebraska

Nat’l Historic Preservation Act

Conference

Nevada

DC

Virginia

Southern California

Tribal Chairman’s

Assoc.

California

New

Mexico

Arizona

National Congress of American Indians 59th Annual Session

Alaska

Hopi Tribal

Visit

Host meeting for National Congress of American Indian Executives and NCAI Telecommunications Subcommittee

Navajo Nation

Tribal Visit

Taos Pueblo

Consultation

Alaska Rural Development Council Conference

Fort Mojave Indian Reservation

Tribal Visit

University of Virginia Telemedicine Demonstration

60th Annual Session of the National Congress of American Indians

9b

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CGB

Consumer & Governmental Affairs Bureau

Not a One-Way Street

  • Solicited input from:
      • Consumers
      • State, Local, and Tribal governments
        • Development of VoIP
        • Development of FCC policies
      • Industry

Competition

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Communicating to the Public

Fact Sheets

Publications

Consumer Alerts

Competition

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FCC Web Sites

Competition

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Securing Service for All Americans

  • Provided leadership in protecting and restoring the nation’s communications infrastructure and facilities in emergency situations.
  • Partnered with WTB and the National Governors Association to bring together state E911 experts to identify cooperative strategies to facilitate E911 deployment.
  • Coordinated with NARUC’s Critical Infrastructure Committee to identify opportunities to facilitate dialogue on homeland security issues.
  • Worked to ensure that persons with hearing and speech disabilities have access to telecommunications services during time of local, national, or international crisis.

Homeland Security

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CGB

Consumer & Governmental Affairs Bureau

Access by People with Disabilities

  • Updated & strengthened Telecommunications Relay

Services (TRS) rules.

  • Coordinated with the Wireless Telecommunications Bureau

on Hearing Aid Compatibility rules for wireless telephones.

  • Comprehensive review of the TRS provider data resulted in significant reduction of Video Relay Service reimbursement rate and savings of millions of dollars for U.S. telecommunications rate payers.

Homeland Security

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Enhancing Professional Development

  • Amended Commission’s Rules to Implement Section 504 of the Rehabilitation Act

of 1973.

  • Created The Federal Communications

Commission Section 504 Programs & Activities Accessibility Handbook.

  • Held training on current topics for FCC Consumer

Centers.

  • Designed a Consumer Affairs and Outreach

curriculum for the FCC University.

  • Conducted CLE training and presentations on TCPA for DC Bar, FCBA, the Women’s Bar Association

Modernizing the FCC

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Streamlined the means for Americans to Comment

* One fourth of FCC’s filings were

made through ECFS Expressin FY’03.

  • ECFS Express ~ 7,343 Filings
  • ECFS Internet ~ 18,078 Filings
  • E-mail ~ 440 Filings
  • Paper scanning ~ 9,987 Filings
  • (Feb. 1 – Dec. 31, 2003)

Modernizing the FCC

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CGB

Consumer & Governmental Affairs Bureau

CGB Consumer Centers

3,350

Internet

Filings

15,400

Emails

Electronic Complaint Service System

$600,000

To

Consumers

Per Month

Now open to any carrier

regardless of size

Modernizing the FCC

72,500

Telephone

Calls

17

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CGB

Consumer & Governmental Affairs Bureau

Leveraging Technology

  • Consumer Information and Management System (CIMS) will improve efficiency of processing and tracking consumer inquiries and complaints.
  • Improvements in CGB’s IVR and Web-based systems.
    • Nearly 36,000 consumers (per month) were able to access information.
    • Allows staff more time to analyze and resolve complaints.

Modernizing the FCC

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2004 Goals

  • Enhanced policy focus:
    • TRS
    • TCPA
    • HAC
    • Wireless Spam
  • Outreach:
    • Broadband
    • Disability Community
    • Indian Tribes
    • Seniors
    • Rural Communities
  • Taking profit out of Slamming
  • Enhance consumer experience:
    • Consumer Centers
    • Web Portals
    • Fact Sheets
  • Increase slamming adjudications
  • Eliminate backlog:
    • Informal Complaints
  • Increase training:
    • 504 Handbook
    • Tribal Training
    • Professional Development

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