NEWS                                                     September 20, 1994

     FCC ESTABLISHES 800 NUMBER AT GETTYSBURG LICENSING DIVISION AS
        IMPLEMENTATION OF NEW CUSTOMER SERVICE STANDARDS  BEGINS

     Declaring that "Customer service has taken on new meaning at the FCC,"  Chairman
Reed E. Hundt has submitted to the White House the FCC's plan for new, improved customer
service standards.

     Submission of the plan is in response to an Executive Order of the President which
requires that, in order to carry out the principles of the National Performance Review, the
Federal Government must be customer-driven and provide the public with "the highest quality
of service delivered to customers by private organizations providing a comparable or analogous
service."  Each agency is required to submit to the White House its individual plan for review. 

      As part of its  overall plan, the FCC initiated a pilot program using customers of the
Private Land Mobile Radio Services.  It held a series of focus groups with external customers
and then asked the employees of the Division  to develop customer service standards, using the
information from the focus groups.  The Division then developed a brochure on customer service
standards, including increased emphasis  on response to telephone inquiries. It also identified
the need for an 800 number for calling the licensing division. 

     Effective immediately, all public inquiries to the FCC's Gettysburg, PA, Licensing
Division, Customer Assistance Branch, can be placed by calling 800-322-1117.  Hours of
operation are weekdays from 8 AM to 4:30 PM, eastern time.   On the Commission's 24-hour
automated information system, callers dealing with interference complaints, form requests,
availability of records, Amateur radio call sign assignments, Marine radio licensing information,
fee information and processing times may access recorded information. 

     Within the next 18 months customer service standards will be developed for other areas
of Commission operations to ensure that FCC customers receive the highest quality of service
possible.  As these new standards become available, the FCC will inform its customers. 

     For more information contact Kay Hillegas at (717) 337-1215 ext. 103.

                                  - FCC -