|
March 2007 BHN Report
Bright House Report
Subscriber Totals - March 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3212 |
3231 |
19 |
| Full Cable Service* |
56,155 |
56,148 |
-7 |
| System Total |
59,367 |
59,379 |
12 |
| Homes Passed |
158,778 |
158,856 |
78 |
| Penetration % |
37.38% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - March 2007
Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty seconds. Under normal operating conditions, the customer will receive a busy signal less than three percent of the time. These standards shall be met no less than ninety percent of the time under normal operating conditions, measured on a quarterly basis (Federal Communications Commission 76.309 (B) (ii) & (iv) Cable Customer Service Obligations).
| |
Month |
Quarter-To-Date |
| Total Calls Received |
63,957 |
177,589 |
| Total Calls Handled |
63,571 |
176,717 |
| # of Calls Answered in 30 Seconds or Less |
59,310 |
161,118 |
| % of Calls Answered in 30 Seconds or Less |
93.3% |
91.2% |
| Busy Rate |
0.300% |
0.262% |
Complaint Summaries - March 2007
The operator shall monthly file with the Agency an operations report showing such information and a summary of outages. (City of Indianapolis Cable Television Ordinance Section 851-704(g) of the City Code).
| |
Via CA |
Via LTR |
BBB |
Via Atty Gen. |
Total Month |
| Rates |
1 |
|
|
|
1 |
| Service Interruptions |
4 |
|
|
|
4 |
| Billing |
4 |
|
1 |
|
4 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
1 |
|
|
|
1 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
1 |
|
|
|
1 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
1 |
|
|
|
1 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
15 |
0 |
1 |
0 |
15 |
| *This number represents 11 customers. |
Service Interruption Report - March 2007
Excluding conditions beyond the control of the operator, the cable operator will begin working on "service interruptions" promptly and in no event later than 24 hours after the interruption becomes known. I Under normal operating conditions this standard will be met no less than ninety five percent of the time measured on a quarterly basis (Federal Communications Commission 76.309 (2) (ii) Cable Customer Service Obligations).
| |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
32 |
77 |
| Estimated # of Subscribers With Interrupted Service* |
4917 |
9247 |
| Total Service Interruption Hours |
71.38 |
144.77 |
| System Reliability % |
99.9674% |
99.9846% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - March 2007 (excludes installations and service interruptions)
The cable operator must begin actions to correct other service problems the next business day after notification of the service problem. The "appointment window" alternatives for installations, service calls, and other installation activities will either be at a specific time or, at maximum, a four-hour time block during normal business hours. Under normal business hours. Under normal operating conditions, the Standard is to be met no less than ninety five percent of the time measured on a quarterly basis (Federal Communications Commission 76.309 (2)(ii)&(iii).
| |
Month |
Quarter-To-Date |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
100% |
100% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
0% |
0% |
Installation Report - March 2007
Standard installations will be performed within seven business days after an order has been placed. "Standard" installations are those that are located up to 125 feet from the existing distribution system. Under normal operating conditions, the Standard will be met no less than ninety five percent of the time measured on a quarterly basis (Federal Communications Commission/Customer Service Obligations 76.309. (2)(I).
| |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100.00% |
100.00% |
| *or by customer request |
|
|
Construction Report - March 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
Villaggio Condos |
0.04 |
0 |
MDU |
| |
Total |
0.04 |
|
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
Public Affairs Monthly Report
March 2007
-
The Division hosted the VH1 Save the Music grants concert at the Indian Statehouse Rotunda. Al Aldridge, BHN served as MC of the event and Buz Nesbit, Division President presented the principals of the four VH1 "Save the Music" recipient schools. The four schools that received the 2006 music grants were school #37, school #84, school #$96 and the Cold Spring School. The lunchtime concert's guest speaker was State Superintendent of Public Instruction, Dr. Sue Ellen Reed. This year concert showcased 3 of the new schools (#37, #84, and #96) and the Broad Ripple HS Orchestra and Wind Ensemble. This makes a total of 26-IPS schools that have received VH1 STM grants since 2001 for a total of $750,000 dollars in grants.
-
Working with the Indianapolis Metro Police Department, the Division launched "Operation Bright Eyes" in Indianapolis mid-month. Members of the IMPD and Bright House Networks (BHN) held a joint press conference to announce the partnership. "Operation Bright Eyes" is a mobile neighborhood watch program, where all of the BHN field personnel were trained by IMPD Neighborhood Watch to be cognizant to all activities within the neighborhoods that they travel in for cable service and installations.
-
The Division was awarded a Finalist Trophy for the 2007 Beacon Awards at a ceremony in Washington DC. The Beacon Awards honor excellence in Public Affairs throughout the cable industry. Al Aldridge, Director of Public Affairs accepted the award on behalf of the Division. The Finalist award was for the Division's creative celebration of the 2006 Customer Service Appreciation Week.
-
Karl Knerr was selected as one of the winners of the National Bright House Networks "Star Teacher Awards." Karl, a teacher at Carmel Clay Middle Schools receives a $1,000 cash award, an all expense paid trip for him and his spouse to Universal Studios for the award ceremony and will attend a two-day trip to Chicago for participation in an education/training experience.
-
Al Aldridge was recognized as an award nominee at the Center for Leadership Development's Minority Achievers Recognition Awards dinner during the month.
-
The Division participated in the St. Patrick's Day Parade on the 16th by hosting a ceremonial float. This was the 1st year that Bright House participated in this event.
-
Members of the Division continue to volunteer with the Indianapolis Public Schools Education Foundation, Gideon's Gate, the Indiana Cable Telecommunications Association, the YMCA, the 100 Black Men, LEAD, Inc., the Indianapolis Chapter, the Coalition of 100 Black Women, the Indiana Hemophilia Foundation, and IPS School 51.
|
