Customer Service Standards
                   Wireless Telecommunications Bureau

Mission

 We at the Wireless Telecommunications Bureau promote an efficient and competitive
communications environment for the American public by establishing policies that foster the
provision of wireless telecommunications.

Customers

 You, the people either using or providing wireless telecommunications service are our
customers.  You represent businesses, state and local governments, educational institutions,
medical service providers, utility companies, and individuals throughout the country.  

Improved Service:  Areas and Actions

In discussions about our services, you identified the following areas as being most in need of
improvement:

              Maintaining up-to-date policies
              Processing and reporting procedures 
              Providing public information
              Responding to telephone inquiries
              Providing user-friendly forms

We are currently working on improvements in these areas.  Some of our future actions
include the following:  

              Reviewing all of our forms by July 1,1996, to determine if they can be
               simplified
              Developing electronic filing of all application forms for wireless licensees and
               implementing a standard for electronic data interchange (EDI) adopted by
               December 31, 1995 
              Reviewing all of our licensing activities by July 1, 1996 to determine if they
               can be streamlined
              Providing information concerning pending applications and grants of licenses
               on the Internet
              Providing a dial-in telephone answering system for application status
               information
              Establishing service specific mailboxes on the Internet so you will be able to
               electronically send questions to the Bureau
       
We will measure our success in improving our services to you.
Standards for Customer Service

The Wireless Telecommunications 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:


      To make it easier for you to use our forms:

               We will provide a summary fact sheet of necessary forms and attachments
               alphabetically by service upon request
               We will solicit your suggestions for improvement during form preparation
               We will hold public meetings at least twice yearly to respond to your questions
               about applications and forms

      To improve our application processing procedures: 

               You will receive your form order as soon as possible after our forms
               contractor receives your mail or telephone request.  The telephone number is 
               1-800-418-FORM.  You also have immediate access to forms through "fax-on-
               demand" and the Internet. The FCC's Internet address is: ftp.fcc.gov. The
Fax-           on-Demand system can be accessed by calling (202) 418-2830.
               You will receive, along with the application, material that clearly describes
               how to complete the application form

      To improve our policies and rulemakings:

               We will conduct a "grassroots" outreach for your input on rulemaking
               activities by attending major industry conventions and participating in
               regulatory panels
               We will hold periodic brown-bag lunch meetings on various policy and
               licensing issues at the Bureau that you can attend.  We will announce these
               meetings by public notice or news release
               We will have copies of rulemaking documents available on the Internet
               We will provide you with consistent and accurate information on the status of
               pending rulemakings, upon request

      When you apply for a license:

               You will be able to determine the status of your license application and where
               it is in the process
               Where rules permit, if your application contains errors that can be resolved by
               telephone, we will telephone you.  When not permissible or all errors cannot
               be resolved by telephone , your application will be returned, but only after a
               complete review.  Errors or omissions will be clearly indicated
               We will process uncontested license applications not requiring international
               coordination issued by the Bureau within 31 working days of the first legally
               grantable day
      When we release information from the Bureau: 

               We will place copies of all public notices and other informational documents
               concerning wireless services on the Internet

      When you telephone:

               You will receive a response to your inquiry within one business day
               You will be transferred no more than twice. If the issue is unresolved at the
               second contact point, we will locate the appropriate person to respond to you
               and request that person to call you back
               If you are transferred during your call, we will explain your issue to the
               recipient of the transfer so you do not have to repeat the reason for your call


Additional Information For You

      WTB  has an outreach program to inform all companies regardless of size, of bidding
       terms and conditions and encourage participation in FCC spectrum auctions
      If you believe a licensee has discontinued the use of a frequency or is using it
       improperly, you can send us a letter and we will investigate; if it is appropriate, we
       will rescind the license


Contacting  Wireless Telecommunications Bureau

If you have any questions or comments about our customer service standards, please call:

      Washington Consumer Assistance:       202-418-0200
      Gettysburg Consumer Assistance Office:  1-800-322-1117