HomeMy WebLinkAbout2000/08/10 - ADMIN - Minutes - Community Technology Advisory Commission - RegularUNOFFICIAL MINUTES
ST. LOUIS PARK CITIZENS CABLE TV ADVISORY COMMISSION
AUGUST 10, 2000 --7:00 P.M.
ST. LOUIS PARK CITY HALL
SECOND FLOOR, NORTH #1 CONFERENCE ROOM
MEMBERS PRESENT: Bruce Browning, Rick Dworsky, Dale Hartman, Ken Huiras,
MEMBERS ABSENT: John Herbert, Robert Jacobson and Mary Jean Overend
STAFF PRESENT: Reg Dunlap, Civic TV Coordinator, John McHugh, Community
TV Coordinator, and Shirley Olson, Recording Secretary
OTHERS PRESENT: Arlen Mattern, Public Affairs Administrator and Debra Squier,
Customer Service Manager of Time Warner Cable
1. Call to Order
Chair Huiras called the meeting to order at 7:05 p.m.
2. Roll Call
All current members of the Commission except John Herbert, Robert Jacobson and
Mary Jean Overend were present.
3. Approval of Minutes
The minutes of July 20, 2000 were not available at the time of the meeting.
4. Adoption of the Agenda
It was moved by Bruce Browning, seconded by Dale Hartman, to adopt the agenda.
Motion carried unanimously.
5. New Business
A. Time Warner Annual Filings
Reg Dunlap gave a brief update and introduced Debra Squier, Customer Service
Manager at Time Warner. The Commission reviewed annual filings and
commented on the multiple customer complaints that were received related to
notification of the channel realignment, billing, and customer service contact.
Ms. Squier said that she was aware of the complaints and that Time Warner had
just switched to a new automated response unit telephone system that would help
improve customer service. She explained the 5 week training program that all
new employees complete before being placed on the operating system. Mr.
Mattern said that the complexity of offering new services has slowed down
customer service. Ms. Squier said that the new automated response unit now has
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August 10, 2000
Page 2
a live operator as a menu option, and that if the customer does not select a menu
option, the system automatically routes to a live operator.
Bruce Browning asked about online payment, and Ms. Squier said that the billing
system needs to merge with the website, and it might be available in 6 months.
Ken Huiras asked if more people could see the Time Warner Customer
Handbook, and Mr. Mattern said that it had just been developed and that a version
of it was on the website.
Rick Dworsky recommended that improvements be made at the Time Warner
Cable Office in St. Louis Park. He didn’t believe it was an inviting point of sale
location and didn’t highlight the features of digital television or future technology.
Ms. Squier said that there should be a demonstration of digital cable in the lobby.
Ken Huiras said that he thought picture quality was good before with standard
cable, but that the new digital cable picture was really impressive.
Ken Huiras said that in his opinion, the channel realignment was a fiasco, because
he didn’t get the mailings and he had to call and talk to several representatives
before he could get the information on digital cable and an appointment for
installation. Mr. Mattern said that the flyers were sent bulk mail on May 22 and
May 31 for realignments on May 31 and June 7. Ms. Squier said there was a crew
calling customers to notify them of outages and the cutover to a new channel line
up. Ken Huiras and Rick Dworsky said they didn’t get a call or a brochure, and
Dale Hartman said he got the brochure right after June 4th.
Rick Dworsky asked what happened with the Spice channel (complaints that adult
movies were seen without scrambling in some homes after the channel
realignment)? Ms. Squier said that there were software problems in the head end
immediately after the realignment, so that 1 node was affected (500 homes, 250
customers). As soon as possible, Spice was taken off the entire St. Louis Park
system until the problem could be corrected.
John McHugh suggested that Time Warner send a “dummy bill” to the City with
all accounts on one inventory in order to be familiar with customer billing
questions.
6. Old Business
A. School District funding for 2000
The Commission reviewed the Letter of August 9, 2000 from Tom Marble,
Director of Information Services ISD #283. Reg Dunlap explained the history of
the school district funding. John McHugh explained the educational access
channel plan for non-public schools and stated the plan is a long-term loan of
camcorder and in return a school commits to a certain number of recordings per
year to play on community television. He noted that the City would be
responsible for maintenance. The Commission discussed if it was their obligation
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August 10, 2000
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to explore these options. Reg Dunlap said that Charlie Fiss has described an
overwhelming demand for the District’s current equipment, so that it makes sense
to consider a separate grant for non public schools. Bruce Browning
recommended that staff explore possibilities and have a point person to contact at
each school. John McHugh stated that he would develop a draft proposal for the
Commission review on October 19, 2000.
B. Needs assessment update
John McHugh, Community TV Coordinator stated that the Study had been
completed and presented a copy of the Executive Summary of the
Telecommunications Study to the Commissioner to review and respond with
comments.
C. Review of competitive cable franchising process
John McHugh stated that the City of St. Louis Park received documents from two
telecommunications and cable TV companies (Wide Open West LLC; Everest
Connections Corporation), was in the process of reviewing the information and
that the City had extended the time period for which it would accept applications
for a Cable TV Franchise until such time as the non-resident community
telecommunication needs survey was complete and reviewed.
7. Reports - None
8. Communications from Chair - None
9. Communications from City Staff
Reg Dunlap asked the Commissioners to contact him if any of them were interested in
attending the upcoming NATOA conference to be held in September, 2000 in Los
Angeles.
10. Adjournment
With no other business to come before the Commission, it was moved by Bruce
Browning, seconded by Rick Dworsky to adjourn at 9:15 p.m.
Respectfully Submitted,
Shirley Olson
Recording Secretary
ATTEST:
Reg Dunlap
Civic TV Coordinator
City of St. Louis Park