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E-rate Update - Problem Resolution Update
Message Posted May 5, 1998

SLC RELEASES PROBLEM RESOLUTION UPDATE IN RESPONSE TO COMPLAINTS FROM
APPLICANTS

The Schools and Libraries Corporation has just released the following update concerning the Problem Resolution Process, the busy SLC toll-free hotline, multiple 471s, etc. Although it doesn't state this in their update, we've learned that they also are working to improve the process by pacing the outflow of Problem Resolution Faxes so that when you call the toll-free number, the SLC can give you a definitive answer as to which 471 your Fax refers. In addition, within the next few days, the Problem Resolution Faxes will begin to contain identifying information so you won't have to call to match your fax with a 471.

Finally, if you are one of the schools who received a Problem Resolution Fax dated last week and you still haven't been able to connect with the SLC, please do the following ASAP: fax a note on letterhead containing your name, entity, and Problem Resolution Fax Control Number, and date you received your fax to Deb Kriete and Ira Fishman at SLC headquarters (fax number: 202-289-7836) to request an extention. -- Julie

SLC PROBLEM RESOLUTION UPDATE
Since the launch of the Problem Resolution process for Form 471 about 10 days ago, several thousand faxes have gone out to early applicants. The Schools and Libraries Corporation thanks applicants for bringing a variety of start-up glitches to our attention. We also appreciate your patience and perseverance over the next several days as we work hard to solve these glitches without seriously interrupting the application review process. Following is an update on some specific issues:

1. Multiple 471s: If you have filed more than one Form 471 and are not certain which one a particular Problem Resolution fax applies to, please call the toll-free client service line, (888) 203-8100, and a representative will help you match the fax to the particular application. We do plan to address this problem more efficiently in faxes going forward.

2. Connecting with the help line: Many of you have complained of long wait times and busy signals on our toll-free client service line. We apologize for this frustrating situation and plan to extend our service hours soon, and will publicize such on the Web site and via newsflash. In the meantime, though, we urge all applicants to make use of the Problem Resolution Index available on our web site or via our toll-free fax-on-demand line, (800) 959-0733.

3. *Picky* changes: For data entry purposes, we may need to change the format of certain answers¯for example, to use a four-digit year (1998) instead of two-digit (98) in a date. If your application is otherwise *clean,* we will make these changes for you; but if we are asking you to make other substantive corrections, we may request that you make these adjustments as well so that your application is thoroughly ready for data entry when Problem Resolution is complete. We appreciate your help in handling these minor changes at the same time you are making more significant corrections and adjustments.

4. Tariffs vs. contracts for telecommunications services: Early in the Problem Resolution process, there was some confusion about telecommunications services for which applicants have a written, signed contract¯as opposed to *tariff services,* for which there is no written, signed contract. We have provided additional guidance to our Problem Resolution and client service staff on this issue. However, we will continue to request applicants to use a *C* in column 3 of Items 15 and 16 to confirm that there is a written, signed contract IF THERE IS NO CONTRACT NUMBER. This will help assure that we treat this service as a contract, not a tariff, as your application moves through the review process.

5. Discount percentages: Some libraries who correctly calculated their weighted discounts have been incorrectly informed by our phone representatives that their discounts must be *taken from the matrix*¯e.g., 20%, 25%, 40%, 50%, 60%, 70%, 80% or 90%. Our Problem Resolution staff has received additional guidance to avoid this error in the future. We apologize for the inconvenience. For help checking your discount percentage, please see *Fact Sheet on Discount Calculations* via the Web or via toll-free fax-on-demand, 800-959-0733.

The SLC will be focusing sharply on smoothing the Problem Resolution process over the next several days and anticipates improved service for all. We very much appreciate your continued understanding and support.
-- SLC

---------------------------------------------------------------
Julie L. Tritt
Office of Educational Technology 717/787-5820
Pennsylvania Department of Education 717/787-7222 (fax)
333 Market Street, 10th Floor
Harrisburg, PA 17126

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