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: