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To achieve our mission, we register service providers and local regulators, regulate rates and resolve rate complaints.  X2- Customers:  Y - You, the users, regulators, and providers of cable communications services, are our customers. You represent cable operators, local franchise authorities, and cable subscribers throughout the country. x` `  hh@hpp  X - Improved Service: Areas and Actions In discussions about our services, you identified the following areas as being most in need of improvement:  Y5-Xx` ` Providing FCCreleased information(#  Y-x` ` Maintaining uptodate files that allow ready access and reference  Y-x` ` Responding to telephone calls We are currently working on improvements in these areas. Planned actions include the following:  Y-x` ` Increasing overall automation to make information exchange easier; e.g., Internet access, electronic filing, and electronic data exchange(#`  Yf-x` ` Working on an automated data system to improve our records(#`  YO-x` ` Providing forms on the Internet(#`  Y8-x` ` Working to improve access to, and contents and services of, the Bureau's public reference room(#` We will measure our success in improving our services to you.  X - " 0*0*0*!" Standards for Customer Service  Y- The Cable Services Bureau developed standards to respond to the specific service needs you identified. In this regard, you will always be treated with courtesy, and can expect the following standards of customer service when interacting with us:  Xv- XxWhen you telephone: (# x  YH-Xx©X` ` You will receive a response to your inquiry within one business day.(#`  Y -Xx©X` ` You will be transferred no more than twice. If the issue is unresolved at the third contact point, we will obtain the information and return your call.(#` x  Y -Xx©X` ` If you are transferred during your call, we will explain your issue to the  Y -recipient of the transfer so you do not have to repeat the reason for your call.(#` x  Y-Xx So you know the appropriate person to call:(#  Yc-x` ` If you are uncertain whom to call for assistance, you can contact one of our  YM-customer service representatives at (202) 4160856.(#`  Y6- x  Y-x` ` If you would like a copy of our Bureau directory, you can obtain one over the Internet, or, for a fee, from our copy contractor.(#`  Y-x When we release information from the Bureau:  Y-Xx©X` ` You can locate information on certain Bureau activity including Notices of Proposed Rule Making, Report and Orders, Memorandum Opinion and Orders, rules and public notices from the FCC Record, or Internet (all or some of which may be available in your local public library) or, for a fee, through our copy contractor. Our rules are available in the Code of Federal Regulations and Commission actions are reported in the Federal Register.(#`  Y -x` ` You can obtain information through the following electronic addresses:(#`  Y-  Y-x` `  Gopher : gopher.fcc.gov h  Y -x` `  World Wide Web : http://www.fcc.gov  Y!-x` `  FTP : ftp.fcc.gov, log in as anonymous and use your email x` `  address as the password. Publications are in the /pub directory x` `  and succeeding subdirectories. Identify files of interest by x` `  downloading the index (found at the same level as /pub) and x` `  searching for key words. x  Y(-ԩXxFact Sheets on cable regulations can be obtained through the use of "Fax on Demand," Internet, by contacting our customer service representatives, or, for a fee,"(0*0*0*0*" through our copy contractor. Examples of the types of Fact Sheets available include: (#  Y-x` `  /The Consumer's Role in Rate Regulation  Y-x` `  /Where to File Complaints Regarding Cable Service  Y-x` `  /Subscriber Signal Quality Standards  Y-x` `  /Customer Service Standards  X_- Contacting the Cable Services Bureau:  YH- To better answer your questions we have established the following telephone numbers: XxRate Complaint Form Hotline (202) 416 0902(# xLocal Franchising Authority Hotline (202) 4160940 xSmall Systems Hotline (202) 4160818 xGeneral Information on Cable Regulations (English Language) (202) 4180225 xGeneral Information on Cable Regulations (Spanish Language) (202) 4180226 xCustomer Service Representatives (202) 4160856 xFCC Fax on Demand (202) 418 2830  Yb-xFCC Duplicating Contractor, International Transcription Service, Inc., (ITS),  0(202) (#(#X8573814 If you are seeking additional information or have questions or concerns, please call our Office of Government and Public Outreach at (202) 4160800. "0*0*0*"  Y-X Management Actions  Y-H Cable Services Bureau Develop an orientation/training workshop on broad CSB issues and how to use the directory and attendance lists so individuals will know whom to contact. Refer calls to the contact representatives only after a complete examination of the expert list. Ensure receptionist at 1919 M Street knows to refer all calls for CSB to 4160856. Instruct employees who initially receive the call to help the individual as much as possible before transferring them. Ensure the directory list is uptodate and correct. Instruct staff to ensure that the individual to whom the call is being transferred is there (or that caller is willing to be transferred to voice mail) before transfer is completed. Stress to all Bureau employees the importance of responding to public inquiries as an essential part of customer service. Conduct regular meetings to update staff on issues and provide them with information on what is new. Talk with national, state and local trade associations about assisting with the distribution of CSBreleased information. Pursue sending CSB personnel to trade association meetings to train customers. Continue to update all CSB Fact Sheets Investigate obtaining space to set up an inclusive Bureauwide file room. Work with OMD, OPA, MMB (for access to their EEO database), and Garcia to enhance our public reference room. Develop and maintain a customer service work group consisting of appropriate staff and frontline and upperlevel management.