The URL can be used to link to this page

Home My WebLink About8A - Mediacom Service Report CITY COUNCIL AGENDA REPORT MEETING DATE: January 22,2001 AGENDA #: 8A PREPARED BY: Frank Boyles, City Manager AGENDA ITEM: CONSIDER APPROVAL OF A REPORT FROM MEDIACOM REGARDING CABLE TELEVISION ISSUES. DISCUSSION: Historv: At the December 4, 2000 meeting after soliciting resident input on October 24, 2000, the City Council considered whether to adopt a resolution declaring Mediacom LLC in default of the Franchise Agreement between itself and the City. At the conclusion of the discussion, the Council concurred that Mediacom was making improvements to its customer service, system reliability and infrastructure and should be given a chance to complete those efforts. The Council elected not to adopt the resolution and instead directed that Mediacom provide a report in January addressing Council concerns. AL TERNA TIVES: RECOMMENDED MOTION: Current Circumstances: On December 11, 2000, I sent the attached letter to Tom Bordwell detailing the information which I understand the Council will be seeking in the Mediacom report. On January 12th, I met with Mediacom representatives to discuss the contents of their report (attached). Mediacom has sought to provide a summary report for Council consideration. Considering the volume of data provided, copies of the detailed monthly computer reports will be available at the meeting should the Council desire to review them. Conclusion: The Council should review the written report. If the Council has questions, Mediacom representatives will be present to respond. (1) Motion and second to accept the Mediacom Report. (2) Motion and second to request additional information or request a similar report in July. As the Council desires. 16200 Eagle Creek Ave. S.E., Prior lake, Minnesota 55372-1714 / Ph. (612) 447-4230 / Fax (612) 447-4245 1:\COUNCIL\AGNRPTS\2001\0122_8A.DOC AN EQUAL OPPORTUNITY EMPLOYER ---..~ "T'- T '.n;- December 11, 2000 Mr. Tom Bordwell Government Relations MEDIACOM, LLC 14162 Commerce Avenue Suite 100 Prior Lake, MN 55372 Re: Resolution Declaring Mediacom LLC in Default of the Franchise Agreement Dated October 15, 1999 and Section 306 of the Prior Lake City Code. Dear Tom: At their December 4th meeting, the Prior Lake City Council deliberated the above referenced resolution. Without commenting upon the merits of the resolution, the City Council elected to defer further consideration of the resolution until its January 22, 2001 meeting. The purpose of the deferral was to allow Mediacom to complete the actions which you outlined in your presentation to bring the company's performance back into compliance with the Franchise Agreement and City Code. At the January 22, 2001 meeting, the City Council would like to receive a report addressing the following: 1. Specific results of steps Mediacom has taken to (a) respond to customer inquiries in a timely basis during normal business hours; (b) statistics regarding time taken to answer customer service telephone calls: (c) statistics on service interruption correction and next day response to service problems; (d) response to service calls within 4 hours; (e) advance notification to subscribers if service technicians are running late to appointments; and (f) elimination of transmission and distribution lines and equipment which obstruct or interfere with proper use of City streets, easement or property owners. (See Resolution Oo-XX, items 2 (a)-(f)) 2. Statistics which (a) confirm resolution of the complaints identified at the October 24, 2000 Town meeting; (b) demonstrate a reduction in repeat complaints from the same household; (c) confirm that the number of service complaints have been and continue to be reduced substantially from the levels which occurred during the upgrade. 3. Statistics which show improved customer satisfaction and system reliability. 4. Statistics that show improved on-going communication with cable TV customers. 16200 Eagle Creek Ave. S.E., Prior Lake, Minnesota 55372-1714 / Ph. (612) 447-4230 / Fax (612) 447-4245 AN EQUAL OPPORTUNITY EMPLOYER II r I 1 ] I'. T. Bordwell MEDIA COM December 11, 2000 Page 2 of 2 5. A plan which shows how upgrades including digital signal and two-way communication will be or has been implemented including (a) methods of advance notification to stakeholders; (b) efforts to minimize service disruptions during cut over; (c) plans for responding to customer complaints due to upgrades if treated differently than other customer complaints: and (d) plans for promoting upgrades to encourage customer utilization. 6. Proposal for on-going quarterly company reports to the City for conveyance to the City Council which will succinctly show the performance of the system and Mediacom in all five areas outlined above. Let's talk about these matters further so we will be well prepared on January 22, 2001. Medi~ 14162 Commerce Ave., Suite 100 Prior Lake, MN 55372 Email: tbordwell@mediacomcc.com Phone: (952) 440-9680 ext. 222 Toll Free: (888) 591-8062 ext. 222 Fax: (612) 440-9661 Tom Bordwell Director of Government Relations January 16,2001 Mr. Frank. Boyles, City Manager City of Prior Lake 16200 Eagle Creek Avenue Southeast Prior Lake, Minnesota 55372-1714 Dear Frank., I thank. you for the allowing Mr. Bill Jensen and myself the opportunity to update you on Mediacom's operation and performance in the City of Prior Lake. I would like to highlight the areas of concern previously identified by the City and provide a report of our performance within each area. Telephone Answering: Attached please find the telephone answering statistics for the Fourth Quarter 2000. The performance standard is that telephone calls be answered by a customer service representative within thirty seconds over 90% of the time, measured quarterly. Mediacom's average in the Fourth Quarter 2000 was, 96.23% well exceeding the standard. Customer Trouble Calls: Before and during the upgrade project, Mediacom experienced a peak in customer trouble calls. 858 trouble calls in July, and 522 in August. It is clear now with the end of the construction and the benefits of the fiber within the system, Mediacom's picture quality and system reliability has improved. For both the months of November and December 2000, there was less than 200 trouble calls in the City of Prior Lake. We have, and will continue, to provide the City with detailed reports that measure this activity on a monthly basis. (Reports for November and December are enclosed.) Repeat Trouble Calls: In addition to the reduction in the total number of service calls, we also have experienced fewer repeat trouble calls. We have established a quality callback program to identify problems that were not addressed at the time of the initial service call. We have identified only nine cases from November to date, where an additional call was needed to complete service. We will continue to monitor this activity. Mediacom is also now fully staffed in the technical service personnel serving the City of Prior Lake, and this has afforded us the opportunity to address service issues quickly and more efficiently. iii I II,. Complaints addressed from the Public Hearing and Mediacom's customer outreach: Mr. Bill Jensen and Mr. Mike Pheiler of Mediacom have worked with Mediacom field staffto address the issues raised by customers at the City's Public Hearing. In addition, the following information details the results of Mediacom's outreach program: Customer Outreach Total Prior Lake Customers: 3964 Total Attempted calls: 6615 Contacted: Service Requests Completed 3076 (77.5%) 191 (06%) Return Mail-in Forms Total received: 576 Mail in responses 1. Drawing and misc.: 2. Free Starz 3. Service Requests 4. Billing Questions 5. Drop buries 268 (46.5%) 157 (27.2%) 78 (13.5%) 52 (09%) 21 (03.6%) Our drawing awarded on Prior Lake family with a new color television and one year of free service. Continuing Performance Measurements: It would be Mediacom's desire to continue to meet with the City on a quarterly basis to continue to monitor the performance areas cited above. We are confident that the investment we have made in the upgrade of the system has improved the reliability of our service. Moreover, the launching of new services and products will require continued monitoring and addressing service issues expeditiously in order to ensure success of those products. Mr. Jensen will be in attendance at your meeting of January 22, 2001 to provide you the latest information regarding the launching of Digital Service and High Speed Internet, and to answer any additional questions that you and the Council may have. cc: Charles King Bill Jensen Enclosures 1:: &. Gl ~ ~~ 1l 8 ~ z w ::& ::& 0 0 J ! ~ ~ ~ ~ i!': ~ ~ ~ 1 1 '# '# ]!: ~ ~ ! ~ '# ~ '# , -~ , ~ ~ ;'; iJi ~ ~ ~ $ ... ll! liJ .. .. '" '" ... '" .. <> ... "': '" "' .. '" "' '" Iii Ii; 1, 1, ,.; ~ ;t. a; ill 8i ill ~ lli ,,; .,; ,.; cO ,.; ~ a; cO g ~ ~ :; ~ cO ::'i Sl ill 8l ~ .. co co .. .. .. co .. ;$ ~ ~ i' i' i' it ~ ~ ~ ,'$. i' '$. it it i' '$. ~ ~ ~ i' ! '# '# '# i' i' '# ~ ~ ~ , i' !!l ;g 0 li! co ... ... ; '" "' ~ :x <> ! ~ ... ~ ~ ;'l I ... '" '" "' co co <'\ '" ... co '" '" '" ... '" .. ... '" "' ,,; ... .: ,,; cO .: .,; ..; ~ ~ ... N cO :!! - .. .: ~ cD - <> "" J .. ~ .. \2 ~ :!l :x ; CD ~ S! ... ... :8 co 5! :il \2 '" ::l .. Ii! '" ~ ~ III "' N ~ liJ ~ ~ , '" .. '" '" S! ~ .. N ! ! .. ~ '" ., III ~ ~ ; ;1; :: ;'l ~ ~ \2 .. S! ~ ~ ... :: :: III ... III '" ~ :! .. ~ l;j ... ~ :! 5i .. .. ! I I ~ ... ~ !1l ;1; III ~ '" lil ., ... ~ ... ~ ~ :e ~ ~ '" !! ... oo ill ;;; I;j ~ ::l ~ :;; :il ;;; .. .. ... .. ... '" ... co N co 3 ... :::; ) :s * i co '" 1!; <> ~ ;! l;j <> ~ ~ ... tJ l8 ~ ... .. <> 8 ~ :a co '" ... co ~ ~ Ii; l8 ~ !2 .. ~ co ! ;! :: ;l ~ ~ ~ r;; ! '" ... ~ ~ ~ '" .. '" ~ ... S! OJ .. .. .. ... I ~ ~ '" ... '" ~ ... '" :x <> ~ ~ i co <> '" ... ;;; ~ ill !il '" ~ .. ! ~ ... 2 ~ :il co r:: 3 '" <> ~ :: ;:: ~ OJ ~ i!l '" ~ '" :! ~ ~ N .. ~ S! ~ \2 .. \2 ~ ~ 0 I- E ~ . ! I ~ . g . I ~ ~ . ! I ~ ~ g ~ I ~ ~ ~ . 0 ;t .t , , '. .. 0 . .. ;t ~ '" :Ii ... '" :Ii ... II. '" '" ::t ... II. '" '" ::t ;: ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ l':; Iii r 1 II I'. t: &. ., 0:: "'J! ~~ ~.c .E ~ ~~ !~ E ~ o Z f ~ f f ~ I I I I ~ Ii jj 11 Ii z w Ii II Ii Ii ~ ~ 0 il it 0 II ~ s ~ s I ! I I ! ~ 1 ~ ~ [!; ~ [!; ~ ~ ~ ~ ~ ~ ~ ~ 'lii ~ ~ ~ ~ .,~ ~ ~ 8'; ~ ~ ~ ~ ~ ~ ~ ~ ~ <0 '" lID Q) ... ... N ... N .., N Q) '" ... N ... 0 z z '" ,..: I!i Iii Iii ;I ,.; I!i ,,; I!i ,.; ~ ,..: Iii Iii ,..: Ii; ,..: .; &:j Iii I!i I!i en I!i lli en S Q) Q) Q) Q) Q) Q) Q) Q) ... <0 II i' i' i' i' i' i' i' ~ ~ i' '# '# i' '# i' ~ '# '# '# '# i' '# '# i' '# '# ~ ,~ ~ ~ i! .., Q) ~ ::! ... '" ... I:! .., i ~ :g It) CD 81 ~ &l 10 ;: '" ~ :!: ~ z '" I .., ... 0 It) '" '" "! '" ... N It) .., .. N ,.: .. N iii .r ,.: .r !:i N N N N .. N ,,; ~ N ,.: ,.: 0 .; s! .; J N ~ III ::l ~ CD 3l ::l CD ~ Q) ~ ~ ... .., ~ lSl ... '" ... ~ N 0 10 '" ... Q) ~ '~ '" ~ ..., II N N <0 ~ ... .., .., ... ~ '" .., N N '" Z N' Z ;!: ~ j ... ... :t ., ... ;;; N ~ ;!: t:: ;!: '" ... 5! ... ~ t:: ... ~ Q) ~ ~ ~ :: <0 N ~ ~ ~ ~ '" ~ i '" N N '" ~ z z z lSl I ill III ~ N :;j ~ ;z . .., lB ~ ~ ;:!: .., ;:: ~ ;:r; 1;1 ~ III 51 1;1 III lSl ., . :l! ~ 51 '" ~ '" ... ., ., f :! " J ... lil '" ~ 0 ... Q) ~ 5l Ie Q) ... s ~ '" ~ 0 ~ ~ ... ... ., ~ CD Q) N ... ~ ~ ~ N ~ ~ ~ l:j ~ '" ~ N ... ~ N ~ ~ <Z '" ... '" s ~ :t ~ <0 t:: ~ ~ '" ., 0 ~ '" N '" '" 0 ... !ll Q) N on ~ ~ ~ Q) ., ~ ~ ~ ;1; I ~ i ... ~ 5l ~ € '" ~ <Z !il '" N !il 0 ~ ;l; t I ~ ~ &l .., N ~ ~ {:; ~ ... ~ '" ~ ~ t:: '" ... ~ ~ 0 N '" N N '" ... I E i ~ ~ a j ~ i ~ ;z a j ~ i ~ 11 a j ~ I ~ ~ a 8 ~ ... ~ ;t '. '. ;t ~ u. "- In :IE f ~ ! ! i ! ! ! ! ! ~ ~ ~ ! ~ ~ ! ~ ~ ~ ! ~ ! ! ~ i ~ ! ~ ~ ~ ~ ~ ~ ~ 'l' ~ ~ <> :; N ~ '" N I I.. I "J 11 "j en L Ii .E ! ffi )A H JA :I i) I j :I it 5 0 Ii u k S! ~i s! I j" :! ! :!i " # ) ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ 1 1 1 1 1 ~ ~ ~ ~ ~ ~ ~ ~ & ;;; .. :R .... ... .. '" ,..: .,; Sl oj oj lOi ;;; oj si s s: si ~ ~ ~ Iii ,..: ... Iii :l ..; si si .; :Ii lK ,..: ;j s '" '" '" '" '" '" '" '" '" '" II ~ ~ ~ ;II ;II ~ ~ ;II '# ~ ~ ~ ~ ~ il'; ~ ~ il'; ~ ~ ~ ~ ;II ~ ~ ~ ~ ;II ;II ~ il'; ~ I ~ ~ ;;; ~ ~ .. .... "! ... ... l;l .. ;;; 3 Wi ~ ;; ~ .. # N .. '" -' N oj -' -' - t: ~ .,; N N N N u; - .. N .. J ~ ~ ~ .. 13 ;:; ... 0 :2 >! ;:; .., l2 ~ l2 ~ l;l .. ::l 0 .. ;;; ;;; .... ... .... .... 10 0 OJ '" :;; ~ 1 ... .. .. .. ... .. '" '" .. .. ... ~ s j ~ :!!; ~ t: l;j ... t: :2 ... :: :: ... 0 '" ... .., .. ~ :;l t: .. ... ... :: '" :! ~ ~ l2 ... ... ~ z .. .. .. ... ! I ~ ;;; ~ :il ~ III ~ ~ llil .... !;: ;:; III :2 .. ., ~ ... lil i;; &I '" $ III ~ III ~ 1lI III ... :ll ... .. .. ~ .. .. ... ! I ~ '" ! ~ g ~ .... ~ Iii l:l ~ ~ ~ '" Sl ~ ~ g ~ '" '" ... I;l ~ ~ ~ ! .., ... l:: ~ i! ;0 :2 ~ .. ~ ~ ~ I; :2 ~ III ~ .. .. ... ~ ~ m ;;; Ie .... ... ~ I ! .... C!; .. ! ... ... ~ 0 t: ... ... i ; - 0 f2 ... ... '" ~ ! I .. :ll ~ 13 ~ ~ ill ~ ~ :2 I;l ; ~ 12 ;;; :; ~ :! ~ :2 ~ ~ :! ~ E; I , ;t :i ~ g . I ~ I ~ j ~ I ~ .. ~ g ~ I ~ :i ~ g ! i ~ ;t A . '0 ;t '0 '0 ,. ... ... ... co ,. ... ,. ... ... ! ~ ! ~ ~ ~ ~ ~ g ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ g ! ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ;; III Ff "-'-_._--r-"~ I III