HomeMy WebLinkAbout2010/10/21 - ADMIN - Minutes - Community Technology Advisory Commission - RegularUNOFFICIAL NOTES***(No Quorum)
ST. LOUIS PARK TELECOMMUNICATIONS COMMISSION
MEETING OF OCTOBER 21, 2010
ST. LOUIS PARK COUNCIL CHAMBERS
MEMBERS PRESENT: Rick Dworsky, Dale Hartman and Mike Mulligan
MEMBERS ABSENT: Bruce Browning, Toby Keeler, Rolf Peterson and Bill Theobald
STAFF PRESENT: Reg Dunlap, Civic TV Coordinator
OTHERS PRESENT: Lance Leupold, Comcast Director of Government Affairs; Fran
Zeuli, Comcast VP Customer Care; Emmett Coleman, Comcast
Government Relations
1. Call to Order
Acting Chair Dworsky called the meeting to order at 7:07 PM.
2. Roll Call
Present at roll call were Commissioners Dworsky, Hartman and Mulligan.
There was no quorum present.
3. Approval of Minutes for August 19, 2010
Due to lack of a quorum, no motion was made.
4. Adoption of Agenda
It was moved by Commissioner Mulligan, seconded by Commissioner Hartman, to
approve the agenda. (Technically they couldn’t make a motion due to lack of a quorum).
5. Public Comment - None
6. New Business
A. Comcast customer service update
Mr. Zeuli reviewed the new “Voice of the Customer” training initiative that had just been
launched in early 2010. This initiative includes further customer service representative
training, billing and technical assistance, advanced trouble shooting, RISE training and
continuing education for leaders. Customers are given the opportunity to complete a
survey about their experience at the end of the phone call and there is also a customer
guarantee if they have problems with the service.
A new “virtual hold” system was launched in April 2010. It is a call-handling tool to
improve the customer experience. Customers can ask to be called back at a convenient
time if there is a wait time of more than two minutes.
Commissioner Hartman described a problem he had with his Comcast telephone service,
while the internet access was still working. Mr. Leupold suggested that he could contact
Comcast via email, or online chat as well.
Commissioner Mulligan asked if they had seen positive results from the surveys? Mr.
Zeuli replied yes and they use the data to coach and model good behavior. They had seen
an improvement in the scores since April.
B. Update on Comcast “World of More” & XFINITY
Mr. Leupold indicated they were nearly through with the transition and network
enhancements. Some channels have transitioned to digital and the remaining would be
completed within the next week. They needed to do this to add more HD channels, and
will also add more video on demand and faster Internet service. Comcast has been using
all means to communicate with customers to get their DTA’s and begin enjoying the
better quality picture and 15 to 17 new channels that those boxes receive.
Mr. Dunlap asked if all Basic Two channels would continue until November 4th? Mr.
Leupold replied some would be transitioned on October 19th and the rest on November
4th, which would conclude the migration of those channels.
Mr. Dunlap said he had installed a number of DTA’s, and that a Comcast’s $15 service
charge to install DTA’s was a good value.
Commissioner Mulligan stated there were over 100 HD channels, was that across all tiers
of service? Mr. Leupold replied components of those were on all tiers.
C. Review School District & Park TV integration
Mr. Dunlap provided a hand out and reviewed examples of improvements since the Park
TV/SD agreement was signed earlier in the year. He thanked the School District for
providing a new gate at the High School football field to facilitate TV coverage from that
site, and for providing studio keys. Channel 14 programming and character generator
equipment is now operated from City Hall’s control room. School Board meetings are
now uploaded to vimeo.com which converts the video to a Flash player so it can be seen
on Macintosh computers. High school sports are now replayed on Channel 14, along
with NASA part time. Park Update uses the studio weekly, and John McHugh has 2
Community TV producers interested in future use. Challenges that still need to be solved
include the live audio on Channel 14 during School Board meetings, and copyright issues
that prevent coverage of concerts or plays at various schools.
7. Unfinished Business
A. Long term fiber infrastructure planning update
Mr. Dunlap said Clint Pires was finalizing the fiber study task force membership. Sprint
and Clearwire both announced 4G in the Twin Cities, but had not shared any specifics.
The Google fiber to communities grant winner would be announced at the end of 2010.
B. Technical upgrades to local cable channels
Mr. Dunlap indicated that the new equipment is working out well, and thanked
Commissioner Browning for a lot of help adjusting audio equipment.
8. Reports
A. Complaints
Commissioner Dworsky noted most complaints were regarding DTA’s. Mr. Leupold
indicated that the DTA needs the volume raised to the maximum level before entering
programming codes for the DTA remote to adjust the volume control for their television.
This had been the most common complaint, and the remote control code information is
included in the DTA packet. Commissioner Dworsky commented that it was confusing
to differentiate between the on screen TV display for volume controlled by the DTA or
the TV remote control. Mr. Leupold said that the best way to differentiate is by manually
adjusting the volume on the front of the TV.
9. Communication from the Chair - None
10. Communications from City Staff - None
11. Adjournment
Acting Chair Dworsky adjourned the meeting at 7:50 p.m.
Respectfully submitted by:
Amy L. Stegora-Peterson
Recording Secretary