McDowell Hits Martin On DTV Plans
Claims Call Centers Unprepared For Expected 'Crush of Inquiries'
By Ted Hearn -- Multichannel News, 1/14/2009 4:06:00 PM
Washington—Federal Communications Commission member Robert McDowell is concerned that chairman Kevin Martin has failed to prepare the agency for "a crush of inquiries" stemming from the national switch to all-digital broadcast TV on Feb. 17.
"In short, it appears the [FCC's] efforts to date are inadequate. As neither I, nor either of our colleagues, have been consulted in advance or otherwise asked to assist with the task at hand, I cannot be certain regarding the extent of the [FCC's] shortcomings," McDowell said in a letter Wednesday to Martin.
The incoming Obama administration wants Congress to postpone the Feb. 17 transition, pointing to problems with the $1.34 billion converter box coupon program and the potential that too many poor, elderly and rural Americans will lose TV service.
Problems at the FCC have not been cited as the basis for the delay, but McDowell's blunt words for Martin could change that. Both McDowell and Martin are Republican appointees of President Bush.
McDowell's letter reinforced concerns about Martin's leadership that were documented by a House Energy and Commerce Committee report in December, including that Martin withholds information from colleagues who share in the decision-making.
In the letter, McDowell was particularly upset about the performance of the FCC's consumer call center (1-888-CALL-FCC).
"Through personal experience, I've found that busy signals are common. And, when the line actually rings, it frequently does so for more than two minutes," McDowell wrote.
McDowell also complained that callers have to navigate an electronic menu to reach a live operator.
"Callers that opted for a live operator are sometimes spontaneously disconnected rather than re-routed," McDowell said.
Call volume around the Feb. 17 deadline is expected to surge.
According to the Nielsen Co., 7.8 million households, or 6.8% of total U.S. TV homes, are not prepared for the DTV transition.
McDowell's letter also raised concerns about Martin's effort to award contracts to outsource call center functions and his plans to coordinate with private industry players that plan to set up their own call-in lines.
"Although I'm aware of industry efforts to try to provide a more coordinated approach to call centers, it appears that your fellow commissioners have not been brought into the planning discussions concerning this important initiative," McDowell wrote.
McDowell told Martin that the FCC hasn't been fully staffing the call center on recent weekends—the time when many people obtain their converter boxes and then call the FCC for installation assistance.
"Given that we have not yet reached the transition date, I am especially concerned by this apparent lack of readiness," McDowell said.
McDowell concluded by noting the recent interest in postponing the transition, which was signed into law by President Bush in early 2006. He said he was hopeful Martin can fix the call center problem
"...We have an extraordinary amount of ground to cover in a short period of time. To accomplish this daunting task, the FCC must be better organized, more energetic and must coordinate its efforts in a more open and collaborative manner. American consumers deserve nothing less," McDowell said.
