HomeMy WebLinkAbout1995-01-26 Cable TV Advisory Committee MinutesCable Televison Committee
t. January 26, 1995
Meeting Minuted( 01/2, - Page 1
Called to order: 7:45 PM
Adjourned: 10:00 PM
Location: Selectmen's Meeting Room, Town Hall
Present:
Absent:
Also Attending:
Mark Cloutier
Richard Cohen, Vice Chairman
Jim Guarente, Chairman
Marc Guyott, Secretary
Silva Gerety
Jim Liston
Mike Longo
Greg Brennen, Continental Cablevision
Cathy Maloney, Continental Cablevision
John Upton,.Continental Cablevision
Six residents of the Town of Reading
1,__-There was lengthy general discussion between the residents of Reading,
the representatives of Continental Cablevision and the members of the
committee.
The discussion covered the following topics:
a) Channel Selection - AMC and SCI-FI channel were requested.
b) Price - Who sets it and how is it determined.
c) Satellite alternatives to Cable TV.
d) Contract negotiation - what does it cover, who does it, and
how is it done.
2) Three of the individuals from Reading were volunteers at Reading's
Cable TV Studio. They requested the following three items:
a) Modern equipment. Their current equipment is 15 years old.
b) More space. The current studio is too small.
c) See if we can include studio equipment upgrades every three
or five years in our new contract instead of only at the end
of the contract.
Cable Televison Committee
Meeting Minutes 01/26/95 - Page 2
John Upton elaborated on the studio's space needs. He said that the
space problems concerned the size of the control room and space for
storage. He felt that the problems could be addressed with a redesign
of the existing studio along with some additional control room, office,
and storage space. John said that there is a small storage area and a
janitorial storage space next to the studio. He wondered if these two
spaces could be made available to the studio.
3) Greg Brennen gave Continental Cablevision's annual presentation. See the
attached copy of Continental Cablevision's annual report for details.
4) The committee thanked John Upton and all of his help, both volunteer and
paid, for the excellent work done during the past year.
5) The committee thanked Greg Brennen and Cathy Maloney for their efforts
concerning the telephone survey of Reading residents. A letter of
appreciation for Greg and Cathy's efforts was sent to Continental
Cablevision.
6) Community Bulletin Board needs were discussed.
7) The meeting was adjourned at 10:00 by a vote of 4 - 0.
Marc yott
Secretary
Continental
Cablevision®
CONTINENTAL CABLEVISION-S ANNUAL REPORT
Submitted to the Town of Reading
Gregory T_ Brennen
General Manager
January 26, 1995
760 Main Street • Wilmington, Massachusetts 01887 • Telephone: (508) 658-0400 • Fax: (508) 657-3885
CONTINENTAL CABLEVISION OF MASSACHUSETTS
Ser-ina: Billerica, Burlington, Lawrence, Methuen,
North Andover, Reading, Stoneham, Wilmington,
Winchester, and Woburn
MAIN OFFICE: 760 Main Street
Wilmington, MA 01887
SATELLITE OFFICES: 335 Main Street
Reading, MA 01867
92 Glenn Street
Lawrence, MA 01843
PAYMENT CENTER: Cradock Apothecary
22 Church Street
Winchester, MA 01890
Rounds True Value Hardware
290 Main Street
Stoneham, MA 02.1.80
Northern Bank and Trust
Local Branches
CUSTOMER SERVICE HOURS -
WALK-IN HOURS: Main Office - Monday thru Friday 8:30 AM - 8:00 PM
Saturday- 9:00 AM - 1:00 PM
Satellites - Monday thru Friday 9:00 AM - 5:00 PM
BILLING/SALES/PAY-PER-VIEW
Telephone Hours: Monday thru Friday 8:30 AM - 9:00 PM
Saturday 9:00 AM - 8:00 PM
Telephone Numbers: VCI Pay-per-View 1/800/885-4100
HC Pay-per-View 1/800/885-4200
SERVICE & REPAIR * -
Telephone Hours: Monday thru Friday- 8:30 AM - 9:00 PM
Saturday & Sunday 9:00 AM - 8:00 PM
Telephone Numbers: Reading
508/694-1080
Answering service is on duty to dispatch emergency outage calls
21 hours per day.
TOWN OF READING
1994 FRANCHISE STATISTICS
.12/94
12/93
Change
Homes Passed
8,386
8,294
92
Basic Subscribers
6,455
6,300
155
Premium Units
4,477
4,912
(435)
Total Miles of Cable Plant
96.1
95.8
.3
PROGRAMMING
SERVICES INFORMATION
Basic Channels
44
44
Premium Channels
7
7
Pay per view channels
9
2
ORGANIZATIONAL PROFILE
1. The Wilmington operation continued to provide service to
10 communities. The total employee count dropped slightly
since last year, primarily in direct sales, i.e.,
marketing. Additions in the Technical and Customer
Service Departments were front line positions.
The Wilmington operation employee profile is:
Department Y,/ '931 Y/E '94
Technical - field 59 61
Customer service 40 41
Marketing 8 4
Local Programming 15 15
Administrative/operations 8 7
Total
130,
128
2. The current local management team is:
Greg Brennen General Manager
Cathy Maloney Mgr. Gov't. Rel. & PR
Barbara Moschetto Dir. Customer Service
George Picariello Technical Manager
Jim Donahue Project Manager
Barrett Lester Area Program Manager
John Upton Reading Program Manager
3. Continental reorganized it's New England operations during
1994. The changes are intended to streamline the
organization, redeploy human resources more efficiently,
and to enhance our ability to bring our customers the
benefits of tomorrow's world of communications today.
More specifically, our Western New England and Eastern New
England regions were combined into one with a new regional
office established in Andover, MA.
To streamline the organization, the district offices were
eliminated so that now the systems operations are
reporting directly to the Regional Office. The Regional
Office is now providing an increased level of support to
the systems in the areas of marketing, engineering,
construction, legal, and public relations, while the
systems are focusing more on operations and customer
fulfillment.
-9-
CUSTOMER SERVICE -
1. Telephone answering statistics:
1993 1994
Total calls received 432,339 472,380
Total calls answered 389,228 413,280
% abandoned 11% 12%
Average wait time 31 sec 27 sec
Telephone volume increased by 10% in 1994 and was
attributed to continued changes in cable regulations and
also a significant amount of upgrade activity in two of
our towns. Staffing in the Customer Service Department
also seemed to be a constant challenge having a negative
impact on the abandonment rate.
Similar to 1993, an examination of the abandoned calls
shows that approximately 50% of the abandoned calls drop
off in less than 15 seconds. This would suggest that many
customers hang up when they receive our on-hold tape,
instead of waiting a few seconds more for a live operator.
In the case of outages, we put this information right on
our own hold tape, also causing customers to hang up once
the information is obtained. Average hold time improved
by 13% over 1993.
During the 4th quarter of 1994 we experienced significant
improvement over the prior three quarters with an
abandonment rate of 7% and an average wait time of 20
seconds. This improvement was a result of little
reregulation activity, more experience for our newer
customer service representatives, and a lull in rebuild
activity.
We are committed to continue into 1995 the improved
performance of the fourth quarter with a targeted
abandonment rate of more than 5% and an average hold time
not to exceed 30 seconds.
Customer Complaints -
In 1994 we received a total of 29 complaints from Reading
customers which is 18 less than 1993. A detail of the
nature of the complaints is attached.
TECHNICAL
1. Proof of performance and cumulative leakage index (CLI)
testing were performed during the year as required by
-3-
the FCC. All current requirements were met.
2. Service interruptions:
A total of 25 outages were recorded during the year. The
average outage affected 212 customers and had a duration
off 1 1/2 hours. The largest outage in 1994 was in August
and was caused by a power outage (2,500 customers; 1 1/4
hours).
3. Service calls:
Service calls performed in 1994 totalled 1,651, a decrease
of 27%. The large decrease was due to 353 fewer converter
problems, 247 fewer customer education calls, and 48 fewer
customer TV problems.
The large drop can also be attributed to resolving more
problems over the phone. We place a lot of emphasis on
telephone troubleshooting, which helps to more quickly
resolve the customer's problem.
REGULATION -
1. FCC rules changed effective July 14, 1994, resulting in
rate reduction in the amount of $2.11 (9.6%) per month to
the Standard Service Package.
2. Comprehensive telecommunications legislation was withdrawn
by Senator Hollings late in the 103rd Congress.
3. In November, the FCC issued new "going forward" rules,
which allow cable operators to increase the rate for
existing cable programming services up to $1.50 every two
years. New product tiers can also be established by cable
operators and the prices would be unregulated.
4. FCC establishes video dial tone rules for telco entry_ into
video.
LICENSE RENEWAL -
1. Ongoing discussion with the Cable Advisory Committee on
license renewal issues.
2. In May a public hearing was held as part of ascertainment.
3. A customer survey was designed for execution in January
1995.
4.. In November, Kevin Casey, VP of Engineering in New
England, made a technical presentation on the future of
cable.
Reading Annual Meeting
Public Relations Highlights f_or 1,q95
Reading's 350th
For two weeks in June, 1994, Continental joined the Town of
Reading in celebrating it's 350th with two weeks of
unprecedented local coverage. Our involvement began in 1988
with Ed Palmer's appearance on Channel 3's "Community
Exchange" program and culminated with the comprehensive,
multiple location, live coverage that will be discussed in
more detail by John Upton.
Stone Zoo
1994 marked Continental's fourth year as primary corporate
sponsor for The Stone Zoo in neighboring Stoneham. Since
1990, we have raised $53,000 which has gone towards a new
aviary, a South American Grasslands exhibit and a North
American Plains exhibit. In addition to one major
fundraising event each year, Continental sponsors other
events such as Major the Polar Bear's birthday party in
January and the Run Wild Road Race in June.
Cable in the Classroom
Every month, Continental provides over 560 hours of
commercial-free educational programming to all schools in
Reading free of charge. In 1994, we created a science
education project for 4th and 5th graders called "Suit Up for
the Space Shuttle". With the assistance of a curriculum
guide prepared by The Discovery Channel and U.S. Space Camp,
teachers instructed their students to choose a planetary
destination, research the environmental conditions there and
build a space suit adaptable to that environment. Of the
seven winning teams nationwide, two were from New England.
Students, teachers and parents will be going to N.A.S.A.-
sponsored Spat, Camp in Huntsville, Alabama this March.
THE READING, Cf°lf 1l\!#tlEL
1994
Total hours
of
C)ripinal
pr ogr< wm,nr_,I
Total hours
of,
rupe,t,d
Total hours
o
1mP iI rttrd
P
-!'ot;#rc#si11f11Ytt:)
AS
4.
Total hours
O
C ablecast
ed Programming
t
January, 1994 -
• T~~:~r_c.~i ber
1994
,
5.
Avur,1 2 hours cab1C?C:ast
per wee).t
Y6075
PUBLIC MEETINGS
1. Board of Selectmen ~'4 1_~Et;'T
, {,7:?,
_L1VE _CQUf:.pt=Iqw,..~..,,,.._._,....~,..,..
Schr.-ol Committee
. - :.9T
~=ti•..,C1F ..NC7fli__l_:CVE.. CSUAl:..,.,___......w__._,.~....._.,-.~.~
Town Meeting
~:t x rtc.r,
4. Other
~ Fr #rfl~F 7" 7: NC~?:~ !._'C U~ tt "1 F?i-'F>(~ CC:)U#==_#;~tAC:,I~
COMMUNITY SULLOTIN BOARD PSA9S
Read i nq Ask...
OtIht"-r, tri
E'~C)l.)UL"'1-1:Cil~ +~1C:)t~~#KCI•,iiJx='C~
I. HTGH !C)U#.., C:L_OSS; Meets daily, fully c:reditedl •L`b3t.tght by John Upton;
22 st:id('It: ntn took course in I99/1.
? Meets daily for 12 sC?E3sions during 93ralYmeyr; two ,
Sf?::SS ir;+a's due? to large turnout? 17 kids took course
ADULT WORKSHOPS; TWO Offered, 11 People completed class
PRODUCTION HIGHLXGHTS
1, ELECTION CF1U1.R4aGE; Live xlet_t iI_Irr updr:ate% from studio of - State specairal. election in .>Ltw Rep.
+ January, 5<1fIae for State Rep. election i Nt°:v.
live coverage of local election in h March f'rio,Iti1 in
House (first ~ High School Field
time from that location).
#,..f=f'iG;l_A_ OF WOMEN U()TERS CANJ[)1DA"#"ES NIGHT(S); One held for c3ct4:.`#h State
Rep. election, also for local election; i ve c_. giver F;a tl e of all.
DEMOCRATIC C-3'U8F_t"<Hn"C'0RIAl_. CANDIDATES NIGHT; Live coverage from
the Roadin_r.,f High Lecture Hall.
4. "MEET ..#°HR Cf"zNDIDA'TES"; Five minutes of free air time g i.von to each
local candidate for office,
ii. "UNDERSTANDING F;t1NL)1C:'f1PS"; Eight minute videos taped at several
elementary schools in Reading.
S, -UNDER THE DOME"; Livu monthly call-in show with State Rep.
BRAD JONES
7. "ASK THE TOWN MANAGER"; Live monthly call-in show with
Reading Town Manager PETER HECHENBLEIKNI R
0. "INSIDE RMHS"; Livia monthly call-in show with Reading High
Principal. Feria Mirkin
9. "THE LEGISLATIVE REPORT"; Live tai.--rnonthly call-in with State Senator
RICHARD TISEX
10. READINO Fil:C:H QF2611)l ATION CEREMONIES; Live (for the 'First time) four
C_ctrt7era cove r'`aQe of High School gt`aduc`it:ls'=n fl^s::m tl'lE. Field House.
i 1. PLJR1-? .NI-1, ARE.:NA C.E_RE 110NIES; Live coverage from Reading's
YIG:`w i.{_t•"s5 arena of the opening S::ei^E?m hies; Continental '`tiiLt:`hniC.al crow
worIl.ed twss full days befior^e opening, setting up live teed at a cost
of approx. $4, 000.
12. READING'S 350th ANNIVERSARY; All lI events held during thi% 13 day
period were covered, either live or on v S di?o'(; ap . T hru new
temporary 1--1._r:<i_ pm were set up by Continental's technical crew.
It required approximately 600 man hours to physically go and cover
tl'1Ls_e events, and over 1.(.+(;s doors of p st--f}Y^i=idl.ction (editing).
f•a time capsule with all edited and r'`tv?w footage (possibly on 1i1°_:ser
di:' k) will be prevented to thu town this spring. Also all edited
150th programs will b[''_s given to t;h.., Reading Library for residents
to c-rhmc:k out.
1
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EXHIBIT A
SERVICE CALL SUMMARY
NAME OF LICENSEE: CONTINENTAL CABLEVISION
LICENSE AREA: READING
PERIOD: APRIL 1 - JUNE 30, 1994
NATURE
APR
MAY
JUN
TOTAL
DROP RELATED SERVICE CALLS
30
24
33
87
EQUIPMENT RELATED SERVICE CALLS
59
47
58
164
CUSTOMER RELATED CALLS
27
16
33
76
NON-SYSTEM RELATED SERVICE CALLS
4
15
7
26
SY RELATED SERVICE CALLS
9
22
11
42
TOTAL
129
124
142
395
SUBSCRIBER BASE
PERCENTAGE OF SUBSCRIBERS
REQUIRING A SERVICE VISIT
6,323 6,342 .6,339
2.04% 1.96% 2.24%
READING
SIGNIFICANT SERVICE INTERRUPTION FORM
UARTERLT JUNE 1994
NAME/CAUSR OF
;
DATE OF
Mon of SUBSCRIBRRS ; ACTION
DATE MICE
; NUR OF HOURS
;
SERVICE/FAILURE/DISRUPTION
;
OCCIMCE ;
AFFECTED
; TAM
;
IESTORED
;
SERVICE UNAVAILABLE
;
EQUIPMENT FAILURB
;
4/1/94
;
40
; REPLACE TAP PLATE
;
411194
;
1.45
;
EQUIPMENT FAILURE
50
; MACK DIUCTIONAL COUPLE!
4Jtj94
;
0.30
;
'
POWER SURGE
30
; REPLACE AMP FUSE
5/8/94
;
30
1
;
.
POWER SURGE
POWER OUTAGE
POWs SURGE
6/2!/94 ; 200
6/11/94 it0
6/11/94 ; 100
REPLACE AMP FUSE
READING LIGHT lBSTOt® POWER
REPLACE POWER COMBINER FUSE
6/22/94
6/11/94
6/11/94
0.45
1.00
1.15
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EXHIBIT A
SERVICE CALL SUMMARY
NAME OF LICENSEE: CONTINENTAL CABLEVISION
LICENSE AREA: READING
PERIOD: JULY 1, 1994 - SEPTEMBER 30, 1994
NATURE JULY AUGUST
SEPT TOTAL
DROP RELATED SERVICE CALLS
28
30
40
98
EQUIPMENT RELATED SERVICE CALLS
26
54
45
125
CUSTOMER RELATED CALLS
18
35
31
84
NON-SYSTEM RELATED SERVICE CALLS
10
6
5
21
SYSTEM RELATED SERVICE CALLS
12
16
17
45
TOTAL
94
.141
138
.373
SUBSCRIBER BASE
6,347
6,352
6,389
PERCENTAGE OF.SUBSCRIBERS
1.48
2.22
2
16
REQUIRING A SERVICE VISIT
.
READING
QUARTERLY SEPTVBRR 1994
:NATURE /CAUSE OF
;---SERVICE/FAILURE/DISRUPTION
- E ll4FNT FAILURE
POWER SURGE
AC SHORT
EQUIPMENT FAILURE
POWER SUP.GE
,
,
,
,
READING LIGHT POWER OUTAGE
,
,
,
READING LICIIT POSER OUTAGE
,
,
SIGNIFICANT SERVICE. INTERRUPTION FORM
PATE OF ;NUMBER OF SUBSCRIBERS ; ACTION
OCCUP,RENCE ;AFFECTED -TAKEN
7/28/94 200 REPLACE POWER PACK
71/28/94 80 REPLACE BLOWN FUSE
7/23/94 100 REPLACE TAP PLATE
7/28/94 ; 30 ; REPLACE LE
71123/94 150 REPLACE BLOWN FUSE
8/5/94
x/2/94
2500
25
READING LIGHT RESTORED POWER
READING LIGHT RESTORED POWEP.
,
DATE SERVICE
; NUMBER OF HOURS ;
RESTORED.
; SERVICE UNAVAILABLE
7/28/94
; 1.45 ;
7128194
; 2.15 ;
7/231 '94
3.00
7/28/54
i 1.15
7/23/94
; 1.00 ;
8/5/94
9/2/94
1.15
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EXHIBIT
A
SERVICE CALL
SUMMARY
NAME OF LICENSEE: CONTINENTAL
CABLEVISION
LICENSE AREA: READING
PERIOD: OCTOBER 1.
1994 - DECEMBER
31, 1994
NATURE
OCT
NOV
DROP RELATED SERVICE CALLS
33
55
EQLIPMENT RELATED SERVICE CAL
LS 139
42
CUSTOMER RELATED CALLS
27
19
NON-SYSTEM RELATED SERVICE CA
LLS 7
6
SYSTEM RELATED SERVICE CALLS
18
17
~fTOTAL
124
139
SUBSCRIBER BASE
6,404
6,426
.PERCENTAGE OF SUBSCRIBERS
1.94
2.16
REQUIRING A SERVICE VISIT
DEC
52
64
36
4
13
169
6,457
2.62
TOTAL
140
145
36
17
48
435