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HomeMy WebLinkAbout2011/10/06 - ADMIN - Minutes - Community Technology Advisory Commission - RegularOFFICIAL MINUTES ST. LOUIS PARK TELECOMMUNICATIONS COMMISSION MEETING OF OCTOBER 6, 2011 ST. LOUIS PARK COUNCIL CHAMBERS MEMBERS PRESENT: Bruce Browning, Rick Dworsky, Toby Keeler, Mike Mulligan and Bill Theobald MEMBERS ABSENT: Dale Hartman and Rolf Peterson STAFF PRESENT: Reg Dunlap, Civic TV Coordinator OTHERS PRESENT: Lance Leupold, Comcast 1. Call to Order Chair Mulligan called the meeting to order at 7:03 PM. 2. Roll Call Present at roll call were Commissioners Browning, Dworsky, Keeler, Mulligan and Theobald. 3. Approval of Minutes for August 25, 2011 It was moved by Commissioner Browning, seconded by Commissioner Keeler, to approve the minutes of August 25, 2011, without changes. The motion passed 5-0. 4. Adoption of Agenda It was moved by Commissioner Browning, seconded by Commissioner Keeler, to approve the agenda. The motion passed 5-0. 5. Public Comment - None 6. New Business A. Comcast customer service update Lance Leupold, Comcast Director of Public Affairs and Programming, discussed the Internet Essentials program from Comcast, which is a program for families who qualify for free lunch to get internet access for $9.95/month with no price increases. They are also eligible for a $149.99 computer and free internet training. The goal is to get new people on-line. (internetessentials.com) Mr. Leupold discussed Comcast customer service goals and the customer experience. They are adding 450 new positions to a call center in Minnetonka that will serve the Southwestern Division and Twin Cities. Residents can call the local number or 800 number and they will both go to the same place. Commissioner Browning said that it looks like what Comcast is doing is working, because complaints are lower than they were in 2007. He said he recently connected a cable modem for a friend and didn’t even need to call customer service to get it to work, the network automatically detected the modem, requested a few settings and then it worked properly. Commissioner Keeler asked if there were metrics to track just the St. Louis Park customers? Mr. Leupold said they didn’t track that. Commissioner Keeler then asked about the turnover rate for the customer service representatives, and Mr. Leupold said it’s comparable to other companies. Chair Mulligan noted that the complaint log was trending better, but noticed some construction complaints. Mr. Dunlap speculated that the past winter had a high amount of snow, which caused some construction repairs to be completed later, since cables can’t be buried underground until the ground thaws in the spring. Once particular complaint was after the tornado last summer, the cable was repaired quickly at Cedar Trails but wasn’t strung on the pole until later. Mr. Dunlap asked about the policy of getting a supervisor to speak with when a customer calls? Mr. Leupold replied customers could talk with a supervisor if they wanted to and they should get one on the phone right away. Mr. Dunlap stated many complaints are because of billing. Do employees give feedback about this at the weekly team meetings? Mr. Leupold replied yes, there have been changes and improvements to the bill and customer service reps can make suggestions. Mr. Dunlap asked about the customer service guarantee and how it was working? Mr. Leupold replied it is an important part of how they do business and customers who use it think more highly of Comcast, and read the highlights. B. Progress report from subcommittee to report on the future of cable TV Mr. Dunlap noted a summary is in the packet. Commissioners Keeler and Browning, Jamie Zwilling, Reg Dunlap and Clint Pires were the subcommittee members. Commissioner Keeler did an analysis on franchise fees. Mr. Zwilling will do a report to the Council in the next couple of months and that the Commission will probably have the report for the December meeting. Commissioner Keeler noted NATOA is having a webinar on the future of new income streams for municipalities. (Mr. Dunlap Emailed information) Chair Mulligan asked what does Comcast see coming in the next few years? Mr. Leupold replied he wasn’t privy to those plans, but that they were still very much behind the core business of cable TV. Commissioner Browning asked if they see more flexibility in program choices down the line? Mr. Leupold replied that would be a decision for people who owned the program content. Mr. Dunlap referenced an article on a Comcast trial in Charleston that allowed more pricing choices and specifically offered a group of news channels as an option. Chair Mulligan said that Comcast has been very progressive in their business and providing access to multiple devices and not just on TV’s in the living room, and it’s an exciting future ahead of us. 7. Unfinished Business A. Fiber Optic Study Task Force Update Mr. Dunlap said Mr. Pires indicated City Council approved action on September 19th and plans to begin active work with Columbia Telecommunications in October. 8. Reports A. Complaints Mr. Dunlap stated 18 out of 52 are related to billing. The total complaints received at city hall averages about six a month and a total of 44 in 2011. He refers complaint calls to the escalation team who do a great job of taking care of them. Commissioner Browning asked about multiple dwelling units and is Comcast responsible for internet wiring? Mr. Leupold replied not necessarily, every building is different. If there is an issue, the resident should work with the landlord first. 9. Communication from the Chair - None 10. Communications from City Staff Mr. Dunlap thanked Jenna Sheldon for her service on the Commission. There is now a vacancy for a new youth member. The MACTA conference will be held on October 13th. John McHugh will be a presenter. 11. Adjournment Commissioner Dworsky made a motion, Commission Browning seconded to adjourn at 7:43. The motion passed. Respectfully submitted by: Amy L. Stegora-Peterson Recording Secretary