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March 2008 BHN Monthly Report
Bright House Report
Subscriber Totals - March 2008
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3169 |
3160 |
-9 |
| Full Cable Service* |
51,953 |
52,736 |
783 |
| System Total |
55,122 |
55,896 |
774 |
| Homes Passed |
159,197 |
159,198 |
1 |
| Penetration % |
35.11% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - March 2008
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 |
56,025 |
166,764 |
| Total Calls Handled |
55,628 |
165,412 |
| # of Calls Answered in 30 Seconds or Less |
51,803 |
151,375 |
| % of Calls Answered in 30 Seconds or Less |
93.1% |
91.5% |
| Busy Rate |
0.287% |
0.451% |
Complaint Summaries - March 2008
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 |
3 |
|
|
|
3 |
| Service Interruptions |
1 |
|
|
|
1 |
| Billing |
1 |
|
|
|
1 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
02 |
|
|
|
02 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
4 |
|
|
|
4 |
| Digital Cable |
1 |
|
|
|
1 |
| *Total |
16 |
0 |
0 |
0 |
16 |
| *This number represents 10 customers. |
Service Interruption Report - March 2008
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 |
20 |
62 |
| Estimated # of Subscribers With Interrupted Service* |
1799 |
8279 |
| Total Service Interruption Hours |
51.25 |
162.37 |
| System Reliability % |
99.9937% |
99.9872% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - March 2008 (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 2008
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 2008
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
233 E. Joseph |
0.01 |
|
MDU |
| |
Total |
0.01 |
|
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – March 2008
· The Division provided a float in the Indianapolis St. Patrick’s Day Parade. This was the 3nd year that we have entered a float in the parade. Several BHN employees represented the division on the float. The division was selected as the winner of the Best Float Trophy for the Parade.
· The division renewed our sponsorship with the Net Literacy foundation. This year we increased our IN-Kind sponsorship, providing a $100,000 media sponsorship over the next 9 months, airing 10-student produced PSA’s. We will also be posting a 45-minute Safe Connect training video on our LOD channel.
· The Division sponsored a “Music in Our Schools Month” special concert at the Indianapolis State House during the month. Al Aldridge served as MC for the event. 8-IPS schools were recognized for receiving the latest STM grants. These eight schools bring the number to 34 Indianapolis elementary schools that have had music programs restored since 2000.
· The public Affairs department sponsored a tour of the Division by 8 students and 3 teachers from the Indiana School for the Deaf.
· The division sponsored the Rhyme Against Crime promotion with the Indiana Project Safe Neighborhoods organization. This promotion allows kids to create an anti-gun crime message for a rap song. Two winners will get an educational scholarship from the division and will have their winning Rhyme put to music.
· The division was a sponsor for the Center For Leadership Development’s Minority Achievers Recognition dinner. These annual event highlights minority achievers within the Indianapolis community. This is our 18th year as a sponsor of this organization.
· The Division was honored at the 2008 Annual Meeting of the Central Indiana United Way for being a 2007 Breakthrough Campaign organization.
· We continue to support various community organizations with volunteers such as, the Indianapolis Public Schools Education Foundation, Gideon’s Gate, the Indiana Cable Telecommunications Assn., the YMCA, the 100 Black Men of Indianapolis, LEAD, Inc, the Coalition of 100 Black Women, Indianapolis Chapter and the Indiana Hemophilia Foundation, and IPS School 51.
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