USVI Public Records

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GOVERNMENT OF THE VIRGIN ISLANDS OF THE UNITED STATES Public Services Commission IN RE: ) Docket No, 549 } Order No. 18/2013 Revision of Quality of Service Objectives _) for the Virgin Islands Telephone Company ) ) ORDER WHEREAS, standards of service quality had been established for the Virgin Islands Telephone Company (“VITELCO”) in 1983 by Order of the Public Services Commission in Docket No. 264, and said standards included both objectives and surveillance levels below which corrective actions were required; WHEREAS, the Hearing Examiner in the VITELCO Earnings Review, Docket No. 578, recognized the need to update the quality of service standards and directed VITELCO to work with the PSC staff to develop new standards that provide assurance that service to the consumer would be at an acceptable level; . WHEREAS, VITELCO and PSC staff have met and reached agreement on most standards and surveillance levels but disagreed on the starting point for submission of remediation plans in the event actual performance fell below the surveillance Jevel for more than three consecutive months; WHEREAS, VITELCO’s performance on most quality of service standards has been improving recently but remains well below the agreed standards; WHEREAS, the Commission recognizes that performance on some standards is driven by the condition of the telephone network and that VITELCO is in the process of replacing major portions of its network; WHEREAS, the Commission has an irmmediate and current need to oversee service quality and to ensure that below standard performance is being addressed by the company; NOW THEREFORE, it is hereby ORDERED: