NEWS                                                     September 19, 1995

               FCC ADOPTS NEW CUSTOMER SERVICE STANDARDS 

     The Commission has adopted new customer service standards, effective September 1,
1995, that respond to the requirements of the Clinton Administration's National Performance
Review.

     Five of the Bureaus at the FCC have drawn up specific standards to which they will
adhere in their dealings with their "customers" -- the public, other government agencies, and
industry.

     The FCC began this project in a pilot customer service standards project on June 15,
1994, in the Land Mobile Radio Services (LMRS) in the Commission's Gettysburg Office. 
It held focus group meetings with LMRS customers to ascertain their expectations with
respect to the services the Commission was providing.  Standards for LMRS were adopted
on August 25, 1994.

     Since that time the Commission has had discussions with the staffs of five Bureaus to
identify their customers and has held focus group meetings and telephone surveys with
customers to ascertain their expectations with respect to services provided. 
     
     Examples of  FCC's Customer Service Standards:
     
     CABLE SERVICES BUREAU
     
         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 third contact point, we will obtain the information and return
               your call.                                                                              
                    
          -    If you are transferred during your call, we will explain the issue to the
               recipient of the transfer so you do not have to repeat the reason for
               your call.

                                  (over)



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     COMMON CARRIER BUREAU
                                                                                                             
         When we process complaints, we will:

          -    Serve a defendant within 20 days of receipt of a formal complaint
          -    Hold a status/settlement conference within 45 days from the time the
               formal complaint is served    
          -    Complete processing of informal complaints within 6 months

     INTERNATIONAL BUREAU           

          To improve our records:
          -    We will establish new procedures within the Bureau so our records and
               files are complete and accurate
          -    We will set up a reference library that has copies of all bilateral and
               multilateral agreements to which the FCC is a party

     MASS MEDIA BUREAU

          To expedite the processing of our sales applications:
          -    we will grant routine short form assignment and transfer applications
               within five days of filing 
          -    We will grant uncontested routine long form assignment and transfer
               applications within 60 days of filing
          -    We will dispose of all non-routine assignment and transfer applications
               within 180 days from the date of filing
          -    If there is a matter under consideration by the Commission that may
               affect the timely disposition of a licensee's application, we will so
               inform the parties within the aforementioned time frames

     WIRELESS TELECOMMUNICATIONS BUREAU                

          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                                           


     
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      Copies of the complete Customer Service Standards for the above five Bureaus will
be widely distributed  in pamphlet form in a few weeks and, in the meantime, typed copies
are available for inspection in Room 202, or for purchase through the Commission's
duplicating contractor, ITS, at (202) 857-3800.

                                  - FCC -

     News Media contact: Rosemary Kimball at (202) 418-0500.
     Office of Managing Director contact: Steve Schumacher at (202)  418-0110