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HomeMy WebLinkAboutAGENDA REPORT 2007 0307 CC REG ITEM 09ATo: From: Date: Subject: SUMMARY 9. A. city council Meeting of —0 vo MOORPARK CITY COUNCIL AC ON.- �� r AGENDA REPORT Honorable City Council John Brand, Senior Management Analyst 1?�? February 28, 2007 (CC Meeting of 03/07/2007) Consider Time Warner Cable TV Customer Service Performance On February 21, the Council considered a report from the Cable TV ad hoc committee (Mayor Pro Tern Millhouse and Councilmember Parvin) regarding remedies to Time Warner Cable's customer service performance. The Council approved Resolution 2007- 2567 finding that in order to ensure compliance with the customer service standards of its franchise with the City, it is necessary for Time Warner Cable to take steps to acquire and install equipment which can report on telephone line(s) usage by Moorpark residents specifically, including but not limited to, a Repair Log, Outage Log, and Telephone Log consistent with, but distinct from, regional reports provided to other franchising authorities in the Los Angeles and Ventura County operational area. A copy of the resolution, along with the attached cover letter, were transmitted to Ms. Patricia Fregoso -Cox, Vice President- Community Affairs, North Division, of Time Warner Cable on February 23. The letter summarizes the Council's discussion and action, asked for a response from the company by March 5, and invited a Time Warner Cable employee to attend the Council's March 7 meeting. STAFF RECOMMENDATION Direct Staff as Deemed Appropriate. Attachment: Letter to Time Warner Cable 000031 MOORPARK 799 Moorpark Avenue Moorpark, California 93021 (805) 517 -6200 February 23, 2007 Patricia Fregoso -Cox Vice President- Community Affairs North Division Time Warner Cable 41551 Tenth St. West Palmdale, CA 93551 RE: Customer Service Standards - Moorpark Dear Patricia: As you know, the City Council of the City of Moorpark has been concerned about complaints from Moorpark Cable Customers concerning the quality of service being provided by Time Warner since the initiation of channel realignments, internet conversions and other actions associated with Time Warner's takeover of the Adelphia Cable TV System in Moorpark. Of particular concern has been the length of waiting time required to reach a customer care representative. It is our understanding that Time Warner is able to generate call center performance statistics only on a regional basis, and that with the current call monitoring system there is no opportunity to measure call center performance specifically for Moorpark Subscribers. In response to these frequent complaints, the City Council has adopted the attached Resolution calling for the submittal of monthly reports on telephone line(s) usage specifically by Moorpark Subscribers, including but not limited to Repair Log, Outage Log, and Telephone Log consistent with, but distinct from the regional reports that are already available. If possible, reports should include repeat call statistics as well. The City Council has asked that Time Warner respond to this request no later than March 5, 2007, and has directed City Staff to place the matter on their meeting agenda for their regular meeting of March 7, 2007. 000040-718 � PATRICK HUNTER KEITH F. MILLHOUSE ROSEANN MIKOS JANICE S. PARVIN MARK VAN DAM Mayor Mayor Pro Tem Councilmember Councilmember Councilrember Patricia Fregoso -Cox Time Warner Cable February 23, 2007 Page 2 Your assistance on providing a timely response will be most appreciated. Sincerely, Hugh'-R.-Riley Assistant City Manager cc: Honorable Mayor and City Council Steven Kueny, City Manager Attachment: City of Moorpark Resolution No. 2007 -2567 0000.39 RESOLUTION NO. 2007 -2567 A RESOLUTION OF THE CITY COUNCIL OF THE CITY .OF MOORPARK, CALIFORNIA, TO REQUIRE TIME WARNER CABLE TO MONITOR ITS CABLE FRANCHISE CUSTOMER SERVICE, TELEPHONE ANSWERING TIMES, AND OUTAGES AND TO PROVIDE REGULAR REPORTS TO THE CITY WHEREAS, the City of Moorpark currently has standards relating to cable television customer service operational standards that a cable franchise grantee must meet or exceed; and WHEREAS, pursuant to Moorpark Municipal Code Section 5.06.810 (c), grantee shall not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards in the code unless a historical record of complaints indicates a clear failure to comply; and WHEREAS, for the past several months, the City has received an unusually high number of complaints about Time Warner Cable's telephone answering wait times, hold periods, busy signals, service outages, and billing errors; and WHEREAS, the City Council has determined that it is appropriate to require Time Warner Cable to acquire equipment to determine compliance with the telephone answering standards adopted by the City. NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF MOORPARK DOES HEREBY RESOLVE AS FOLLOWS: SECTION 1. The City Council of the City of Moorpark hereby determines that the record of complaints received suggests a failure to comply with the City's telephone answering standards for a cable franchise grantee. SECTION 2. The City Council of the City of Moorpark finds that in order to ensure compliance with the customer service standards of its franchise with the City, it is necessary for Time Warner Cable to take the necessary steps to acquire and install equipment which can report on telephone line(s) usage by Moorpark residents specifically, including but not limited to, a Repair Log, Outage Log, and Telephone Log consistent with, but distinct from, regional reports provided to other franchising authorities in the Los Angeles and Ventura County operational area. 0000ti0 Resolution No. 2007 -2567 Page 2 SECTION 3. The City Council of the City of Moorpark further finds that in order to verify compliance with the telephone answer standards adopted by the City, it is necessary for Time Warner Cable to submit the monthly customer service reports described in Section 2 to the City Manager and /or a staff designee of the City Manager SECTION 4. The City Clerl all certif to the adoptio of the esolution and shall cause a certified resolution t e filed in the ok of originXsolw ns. PASSED AND ADOPTVO this 21 st day of ATTEST: Deborah S. Traffenstedt, City Clerk , mayor 0000 -ell Resolution No. 2007 -2567 Page 3 STATE OF CALIFORNIA ) COUNTY OF VENTURA ) ss. CITY OF MOORPARK ) I, Deborah S. Traffenstedt, City Clerk of the City of Moorpark, California, do hereby certify under penalty of perjury that the foregoing Resolution No. 2007 -2567 was adopted by the City Council of the City of Moorpark at a regular meeting held on the 21 st day of February, 2007, and that the same was adopted by the following vote: AYES: Councilmembers Mikos, Millhouse, Parvin, Van Dam, and Mayor Hunter NOES: None ABSENT: None ABSTAIN: None 2007. WITNESS my hand and the official seal of said City this 26th day of February, Deborah S. Traffenstedt, City Jerk (seal) 0000z- 04Z,01