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HomeMy WebLinkAboutItem 8.1 Cable TV Renewal ReporCITY CLERK #1050-30 AGENDA STATEMENT CITY COUNCIL MEETING DATE: April 4, 2000 SUBJECT: Cable Television Franchise Renewal Progress Report (Report Prepared by: Julie Carter, Assistant to the City Manager) ATTACHMENTS: 1. Report from Telecommunications Management Corp. dated December 1999 RECOMMENDATION:/~~Provide direction regarding cable television franchise renewal objectives. FINANCIAL STATEMENT: This report has no financial impact. DESCRIPTION: The current cable television franchise agreement between the City of Dublin and AT&T Cable Services (formally TCI) was executed on October 28, 1985, and expires on December 31, 2000. City of Dublin staff is coordinating franchise renewal efforts with staff from the Cities of Livermore, Pleasanton and San Ramon, who share the same cable system and whose cable franchises are similar in scope and term. Joint pooling of the jurisdictions' expertise and resources provides opportunities for reducing renewal costs and maximizing the effectiveness of negotiations. The Cities have collectively contracted with a consultant to assist with the franchise renewal process. The statement of work provided by Telecommunication Management Corp. (TMC), the Cities' cable television franchise renewal consultant has been divided into project tasks. To keep City Officials informed of the progress of the Cable Television Franchise Renewal Process, periodic progress reports are provided. This progress report outlines the completion of tasks that occurred during the months of October 1999 - March 2000 and discusses the status of the following two tasks: · Ascertaining the cable-related needs of the Cities, their public agencies and residents; · Providing recommendations to the Cities as to re-franchising options. In addition, staff is requesting the City Council provide direction regarding the City's cable television franchise renewal objectives as outlined below. Task 1. Update the Cities' Cable Television Ordinance The Cities consultant has prepared a draft Ordinance to complete this Task, although, modifications to the draft Ordinance may be made as the process continues. COPIES TO: H/cc-forms/agdastmt.doc Patrick Whitnell - Meyers, Nave, Riback, Silver & Wilson Michael Friedman, TMC 8ol As stated in an earlier progress report, the Cities will bring the reVised Ordinance before each respective City Council at the same time as the negotiated Franchise Renewal Agreement, as recommended by the consultant Task 2. Assessment of community needs: The completion of Task 2 was the major focus of this progress report period. As described by Staff in an earlier progress report, Task 2 has three components including: · Government and educational access needs assessment · Public meetings and/or workshops for each of the four Cities · Telephone subscriber survey In October 1999, a telephone survey of cable television subscribers in the four Cities was conducted by ETROK, under a subcontract from TMC. On page 11 of the consultant's report, survey highlights show that almost 90% of Tri-Valley subscribers are "very" or "somewhat" satisfied with the cable system's overall performance. The actual survey'and results are provided for review in Appendix C of the attached report. In November 1999, City Staff in conjunction with TMC conducted a series of public meetings in each City to gain input from the general public as to cable needs and interests. TMC also assisted City Staff with specialized workshops with local govermnents, education, business and community access representatives to assess the individual needs of the various groups. Although well publicized, community participation and attendance at these workshops was minimal however, some noteworthy comments included: · Subscriber dissatisfaction with the AT&T Internet access service, Excite~Home; · A desire for a variety of expanded educational and library uses of cable system facilities and resources; · Requests by the Tri-Valley Community Television Corp (CTV) for PEG Access financial support; · Educational and Governmental interactive access, expanded service and channel capacity. Appendix D of the attached report contains a description of the meetings and workshops, and the information gathered. Task 3. An audit of franchise fees This task has been completed. As stated in an earlier progress report, the TMC audit of the franchise fees concluded that in general, TCI has computed and paid franchise fees in accordance with the Cities' franchise requirements with the exception of one area. Staff is currently working with the City Attorney's Office to clarify and remedy any existing Franchise Agreement issues prior to renewal negotiations. Task 4. Technical analysis and recommendations of franchise renewal objectives TMC has provided a matrix outline of proposed franchise renewal objectives (Page 15-21; Figure 2). All of the items outlined were fully discussed at the March 2, 2000, Ad Hoc Committee meeting in addition to any items that individual representatives brought forward for group discussion. The focus of discussion surrounded four main areas: 1. Service Areas/Locations All residential areas of all Tri-Valley Cities shall be provided access to cable services · All existing and future City buildings shall be provided free access to cable services/intemet · Consider an interactive institutional network for Tri-Valley communities · Consider access for traffic and public safety monitoring for specific City locations 2. PEG Access Support · Consider Educational and Government Access Operational Funding (network usage charges) · Consider future sites for educational facility access · Consider Educational and Government Access Capital Funding · Consider additional PEG Channels 3. Franchise Agreement · Duration · Enforceability · Regulatory Ordinance 4. Reimbursement of Expenses Task 5. Participation in franchise renewal negotiations The Tri-Valley Cities Cable Television Franchise Renewal Committee, which consists of elected officials, City Managers, technical advisors (such as City Attorneys), City Staff and the Cities' consultant (TMC) met on March 2, 2000, to review the franchise renewal recommendations as contained in the December 1999, TMC report. The Ad Hoc Committee heard from the Cities' consultant, Michael Friedman regarding the franchise renewal process and proposed recommendations. The Ad Hoc Committee asked Staff to remm in May with a listing of priorities from each agency. Several of the elected Committee members requested that their entire City Council be given an opportunity to provide comments regarding franchise renewal. The City's consultant, Michael Friedman is present to lead the discussion regarding the cable television franchise renewal process and recommendations as outlined above and in the attached report. The next scheduled Ad Hoc Committee Meeting will include a collective review of each City's priorities. The Ad Hoc Committee will then establish collective priorities and identify potential "tradeoffs" that might be acceptable, and those which would not. In addition, the Ad hoc Committee will review the final draft of the Cable Television Ordinance and discuss other franchise renewal information. Based upon the Ad Hoc Committee priorities, the City Manager and/or his designee will then lead the Cities' negotiating team throughout the remaining franchise renewal process. Additional Ad Hoc Committee meetings will be scheduled as franchise renewal policy issues develop. It is anticipated that negotiations with AT&T Cable Services will commence shortly after the next Ad Hoc Committee meeting. TELECOMMUNICATIONS MANAGEMENT CORP. 5757 Wilshire Blvd. · Suite 635 · Los Angeles, CA 90036 · (323) 931-2600 · Fax (323) 931-7355 CITIES OF DUBLIN, LIVERMORE, PLEASANTON AND SAN RAMON ASSESSMENT OF CABLE-RELATED NEEDS AND INTERESTS AND RECOMMENDATIONS FOR FRANCHISE RENEWAL December 1999 C:\Pleasanton\Reports\Needs&Rec~Report.doc TABLE OF CONTENTS I. INTRODUCTION ........................................................................................... 1 II. REGULATORY AND TECHNOLOGICAL ENVIRONMENT ........................ 2 A. Regulatory Environment ..................................................................... 2 B. Technological Environment ................................................................ 5 C. Impact on PEG Access ...................................................................... 8 III. ASSESSMENT OF NEEDS ......................................................................... 11 A, Subscriber Survey .............................................................................. 11 B. Community Workshops and Public Meetings ..................................... 12 C. PEG Needs ........................................................................................ 13 IV. FRANCHISE RENEWAL RECOMMENDATIONS ...................................... 15 A. Franchise Fee ................................................................................... 15 B. System Upgrade ................................................................................ 15 C. Service Area ..................................................................................... 19 D, PEG Access Support .' ....................................................................... 19 E. Franchise Enforceability .................................................................... 20 F. Franchise Duration ............................................................................ 20 G. Level Playing Field ............................................................................ 21 H. Other ................................................................................................. 21 V. CONCLUSIONS ........................................................................................... 22 APPENDICES A B C D FEDERAL CABLE ACT PROVISIONS RELATIVE TO PEG ACCESS ELECTRONIC CITY HALL SERVICES SUBSCRIBER SURVEY COMMUNITY WORKSHOPS AND PUBLIC MEETINGS I. INTRODUCTION The California Cities of Dublin, Livermore, Pleasanton and San Ramon (the Cities) are provided with cable service by AT&T's Broadband and Internet Services division. This unit includes Tele-Communications, Inc. (TCI), recently acquired by AT&T. TCI has operated the Cities' cable television system(s) since its acquisition of the cable system assets of Viacom International, the Cities' original franchisee. In preparation for the renewal of the AT&T franchise, the Cities retained Telecommunications Management Corp. (TMC) to support the Cities through the refranchising process. Two of TMC's tasks were to: Ascertain the cable-related needs of the Cities, their public agencies and residents; and Provide recommendations to the Cities as to refranchising options. This report presents the results of these two tasks. II. REGULATORY AND TECHNOLOGICAL ENVIRONMENT Although many older cable franchises contained some form of PEG Access support, it was not until 1984, when the federal Cable Communications Policy Act (the 1984 Cable Act) was enacted that specific procedures and constraints with respect to both the franchise renewal in general, and PEG Access support in particular, were codified into federal law. The 1984 Cable Act established specific guidelines for franchise renewals, which restrict to a substantial degree the ability of municipalities to negotiate for greater public benefits, or even to retain some benefits provided in prior franchises. The passage of 15 years, as might be expected, also has drastically affected cable industry technology and the services that can be made available. Modern cable systems employ a high degree of fiber optic cabling, which not only increases system capacity and reliability, but also facilitates interactive communications. The nature of the changes, and the impact on PEG Access, are described below. A. Regulatory_ Environment In the late 1970's and early 1980's, when many municipalities granted their initial cable franchises, it was common to have a number of cable operators competing for each franchise. Under those conditions, where it was anticipated that only one franchise would be granted, it also was common for the applicants to "stretch" in their bids, offering many public benefits in an effort to outbid all other competitors and secure the franchise. Once most of the desirable franchises were awarded, the cable industry lobbied Congress heavily to establish a process that would make it extremely difficult for a municipality not to renew its cable franchise. This "anticipatory presumption" of renewal became part of the 1984 Cable Act. With resPect to the renewal of franchises, the 1984 Cable Act establishes the following formal procedures, in Section 626 (cities and cable operators can choose to negotiate informally, if they wish, and most renewals follow an informal process): (a) The franchising authority shall commence proceedings which incorporate public involvement in: Identifying the "future cable-related community needs and interests." (b) (c) (d) Reviewing the performance of the cable operator under the current franchise term. The cable operator may, on its own initiative or upon request, submit a renewal proposal. The proposal shall contain "such material as the franchising authority may require, including proposals for an upgrade of the cable system," subject to consistency with Section 624 of the Act. Within 4 months after the completion of proceedings held under (a) above, the franchising authority shall either renew the franchise, or issue a preliminary assessment that the franchise should not be renewed. In the case of the latter, an administrative hearing, with public notice and participation, must be held to consider whether: "(A) The cable operator has substantially complied with the material terms of the existing franchise and with applicable law; (B) The quality of the operator's service, including signal quality, response to consumer complaints and billing practices, but without regard to the mix or quality of cable services or other services provided over the system, has been reasonable in light of community needs; (c) The operator has the financial, legal, and technical ability to provide the services, facilities and equipment as set forth in the operator's proposal; and (D) The operator's proposal is reasonable to meet the future cable-related needs and interests, taking into account the costs of meeting such needs and interests." At the conclusion of the administrative hearing, the franchise authority shall issue a written decision granting or denying renewal. Any denial of renewal must be based solely upon adverse findings with respect to the criteria of (A)-(D) above. The operator then has the right to take the issue to court. No action can be taken to solicit other potential operators for the existing franchise until a final court decision is rendered. For most municipalities, the key criterion with respect to renewal is (D), which involves the following components: Establishment of the community's "future cable-related needs and interests." Determining whether the cost of meeting those needs and interests is reasonable. Obviously, these factors involve some degree of subjectivity, and there can be substantial differences of opinion between municipalities and cable operators as to what services are "needed," and what costs are "reasonable." Even if a municipality is on relatively cordial terms with its cable operator and has no interest in not renewing the franchise, the procedural constraints of the Cable Act essentially constrict the renewal negotiations to the two items listed above. Consequently, in order to have any significant leverage at all in negotiations, a municipality must be able to justify its determination of cable needs, and its determination that the related costs are not excessive. A satisfactory resolution of the cost issue, in many cases, may depend to some extent on what comparable communities have achieved in recent successful franchise renewals. This type of comparison at least should remove, or minimize, the cost issue, since the cable operators in the comparison communities have agreed that the costs were reasonable, as each voluntarily entered into the franchise renewal agreement. The Cable Act relegates the choice of commercial services that the cable operator may wish to offer solely to the operator. Therefore, the franchising community's ability to negotiate benefits is primarily in the area of support for Public, Educational and Governmental (PEG)Access. With specific respect to PEG Access support, the 1984 Cable Act imposed a significant restriction on municipalities. Prior to the Act, many cable operators, including TCI, committed to providing PEG support for both capital equipment and operatinq expenses. In the 1984 Act, Section 622(g)(2) reads as follows: "(2) the term "franchise fee" does not include-- (A) any tax, fee, or assessment of general applicability (including any such tax, fee, or assessment imposed on both utilities and cable operators or their services but not including a tax, fee, or assessment which is unduly discriminatory against cable operators or cable subscribers); 4 (B) in the case of any franchise in effect on October 30, 1984, payments which are required by the franchise to be made by the cable operator during the term of such franchise for, or in support of the use of, public, educational, or governmental access facilities; (C) in the case of any franchise granted after October 30, 1984, capital costs which are required by the franchise to be incurred by the cable operator for public, educational, or governmental access facilities; (D) requirements or charges incidental to the awarding or enforcing of the franchise, including payments for bonds, security funds, letters of credit, insurance, indemnification, penalties, or liquidated damages; or (E) any fee imposed under Title 17." A new franchise with AT&T, therefore (and renewals are considered new franchises), will fall under (C) above, which states that only capital costs are excluded from the franchise fee. This has been interpreted to mean that the cable operator cannot be required to provide PEG operating expenses, exclusive of the franchise fee. Theoretically, an operator could volunteer to provide PEG operating costs in addition to the franchise fee, but because it cannot be forced to do so, a municipality's negotiating leverage is reduced substantially. There also is a legal question as to whether such a voluntary offer would be contrary to public policy, as expressed in the Act, and perhaps unenforceable in the event that the cable system changes ownership. Consequently, a key issue in the Cities' upcoming franchise renewal negotiations will be the extent of operator-supplied support for PEG Access, and whether that support will be restricted in terms of operating costs. If there is a restriction, then other sources of PEG operating expenses may be necessary, including perhaps the use of franchise fees, which otherwise would go into general funds. Appendix A summarizes the provisions of federal law with respect to PEG Access. B. Technological Environment In the late 1970's and early 1980's, many cable operators promised a wide variety of services, many of them interactive (e.g., an "Institutional Network"). Interactive services require a cable system with extensive two-way communications capability. The previous TCI cable systems, in common with almost all coaxial cable systems constructed in the same time frame, were essentially one-way video delivery systems. Although techniques have existed 5 for many years that can provide a limited interactive capability on these systems, most cable operators did not activate such capability for a variety of reasons. At present, however, the larger cable operators have either begun to, or have indicated their intent to, offer two-way services over the cable network, including Internet access, telephony and data communications. (The 1996 Telecommunications Act permits cable operators to provide such services on their cable networks.) Consequently, in rebuilding their cable systems, operators are utilizing new components and designs that provide substantial interactivity, as well as improved reliability and increased capacity. Within the past few years, cable system designs have incorporated an increasingly high degree of fiber optics into their systems. The growing use of fiber optics in cable construction has facilitated the development of two-way communications. One reason is that optical fibers are small enough so that a number of fibers (e.g., 12 or 24) can be packed into the same "bundle." This permits one or two spare pairs of fiber to be connected to special locations, such as schools or municipal facilities. The availability of these optical fiber links greatly reduces the cost of an interactive network. Figure 1 illustrates an example of this concept. Many cable operators, in their new plans for rebuilding or upgrading their cable systems, are now designing "fiber-to-the-serving-area" systems, in which a fiber optic "node" (switching location) is provided for each .500-1,000 residences. For a community of 10,000 residences, there might be 10-20 nodes. While the most desirable design would be to extend the optical fiber all the way to the residence, the cost of the terminal and interface equipment (several thousand dollars) is currently too high to justify having this equipment at each subscriber location. Consequently, current designs use a "Hybrid Fiber/Coax" (HFC) approach, in which the traditional coaxial cable carries the signals from the nodes to the subscriber locations. Each node is connected by fiber directly to the cable system headend in a "star" configuration. From each node, coaxial cable branches out to serve the residences. As shown in Figure 1, local public facilities and schools also can be connected to the nearest node, which would be a relatively short distance away. Since the nodes all are interconnected to the headend and therefore to each other, if the paths are activated for two-way communications (video, data or voice) this arrangement would result in a fully interactive public agency network. Very little extra construction would be required to link the public agencies to the closest node, and therefore the incremental cost to provide the network would be modest. FIGURE 1 FIBER-TO-THE-SERVING AREA CONSTRUCTION CABLE SERVICE AREA / i/ ] FIBER \/ __ ~, I NODE /I //~ ~xx FIBEI~/ x,~ // / I I X SYSTEM t /]'-~---~--- --""~'~ HEADEND ~ /~ I I I ~ / C~AL.,~  xxx 500 HOUSE AREA / X / The fiber links would be higher in capacity than coaxial cable, resulting in the equivalent of a "super I-Net," without entailing the cost of constructing a physically separate I-Net. (Note: The cable system serving the Cities has been upgraded to an HFC design). Furthermore, if a cable operator serves a number of adjacent systems, as AT&T does in the Bay Area, interactive communications can not only be provided within communities such as each of the Cities, but can be provided regionally, throughout most or all of AT&T's service area. For smaller communities, this is attractive. Public agencies outside the Cities, such as colleges, County public safety and health care agencies and other regional public facilities, would be accessible through communications that is available at lower cost than the charges of common carriers. Most recently, many cable operators, after upgrading their cable systems to the configuration shown in Figure 1, have begun to offer Internet access services (such as the "Excite@Home" service offered by AT&T) to residential customers and to businesses. If each public agency were provided with such Internet access, or "cable modem" service (either at no cost or an attractively Iow cost), then there would be the capability for inter-agency data communications, without the need for a separately constructed I-Net. In some recent cable franchise renewals, this capability has been negotiated with TCI, and may be so negotiated by the Cities. AT&T has announced publicly that its primary objective is to utilize TCI's cable systems for local telephone service, which would interconnect with AT&T's long-distance network. To this end, AT&T is committing funds to add technology (such as telephone and data switches) which will facilitate the provision of data and telephone services to AT&T's subscribers. This would enhance greatly the opportunities to develop new interactive Access services, particularly in the categories of Governmental Access and Educational Access, as described below. C. Impact on PEG Access The changes in the cable regulatory environment and in technology since the original cable franchises were granted will have a strong impact upon PEG Access, both in the kind of Access services that will be of interest, and in the support for Access. The concept of PEG Access is expanding. Up to now, PEG Access has been primarily one-way cablecasting of video and text programming to cable subscribers. With a rebuilt cable system that has extensive two-way capability, Educational and Governmental (EG)Access, in particular, are increasing in priority in many communities, because the interactive capability allows the development of EG services that can reduce costs of municipal and educational operations. For example, educational institutions in a number of communities are evaluating such services as: Distance Learning -- In the case of a specialized course involving only a few students at a number of schools, the transportation costs to assemble the students and teacher at one location may be high. The use of interactive video can cut these costs. In the same manner, a lecturer at a college could reach elementary and secondary school students at their normal school locations. Data and Multi-Media Communications -- Many school districts are beginning the extensive use of data and multi- media communications. Examples include Internet-based courses, and the provision of access to computer-stored encyclopedias and other reference works through personal computers or data terminals within each school. These services require a high-capacity, two-way network. Both, if limited to public educational institutions, would qualify as (interactive) Educational Access. In the same manner, many municipal governments are evaluating two-way Governmental Access services. A few examples are: Remote Access to Municipal Databases -- This permits access, from data terminals or personal computers located throughout the community, to various municipal databases (such as the Geographic Information System). This presumably would reduce the need to travel to municipal facilities, and also reduce costs. Video Training of Municipal Employees -- As in the example of Distance Learning above, interactive video can be used to train employees directly at their work locations. Video Arraignment -- If the cost of video arraignment is lower that the cost of transporting prisoners from jails to courts, then a cost saving is achieved. Data Communications Among Municipal Agencies - It is expected that data communications among municipal agencies will carry a very high priority, with the upgraded 9 cable system providing the equivalent of a high-speed Local Area Network (LAN) or Wide Area Network (WAN). Although common carriers and the Internet can provide data communications capability, substantial cost savings can result from using the cable network, due to the special status of Access under the Cable Act. "Electronic City Hall" Services -- Many communities are developing, or planning to develop, "Electronic City Hall" (ECH) services in which municipal services are automated and made accessible via remote personal computers or data terminals located in public areas such as libraries. In addition to making access more convenient, many ECH services can generate revenue for municipalities. Appendix B contains examples of ECH services in a number of communities. Because of these potential EG Access services, interest in developing and evaluating such services may well increase substantially in the Cities over the next cable franchise term. If so, some funding and the allocation of interactive bandwidth on the cable system will be needed. The impact upon Public Access is not expected to be so significant. Public Access, at least in its traditional form, is inherently a one-way television medium, in which individuals or non-commercial organizations produce television programming that is cablecast to the cable system subscribers. Consequently, unless Public Access changes and/or expands in nature, the two-way capability of a rebuilt cable system does not appear to offer any new functions that can be exploited by Public Access. In summary, if these assumptions are correct, over the next cable franchise term it is expected that Educational and Governmental Access needs for interactive channel capacity, interconnection of public agencies and fundinq for the development of new EG services, will increase sharply. Section III, below, assesses these needs. 10 III. ASSESSMENT OF NEEDS A. Subscriber Survey In October 1999, a telephone survey of cable television subscribers in the four Cities was conducted by ETROK, under a subcontract from TMC. The survey questionnaire and results are contained in Appendix C. Highlights of the survey results are as follows: About 70.5% of the cable subscribers are "very satisfied" or "somewhat satisfied" that they were getting their money's worth from cable. Almost 90% are "very" or "somewhat" satisfied with the cable system's overall performance. Subscriber satisfaction with the quality of programming, while scoring lower than the lowest of other categories, still ranked at 72.6% as being "very" or "somewhat" satisfied. Almost half of the subscribers, 48.6% have maintained their cable service since 1992 or before. Turnover or "churn" has been relatively Iow. Of the technical problems encountered, the most commonly mentioned was "pictures not sharp," by 65.2% of the respondents. About 20.9% of subscribers required a service call within the last two years. Of the subscribers that had need to call the cable operator within the last six months, almost 80% state that they were "put on hold a long time." For those subscribers who previously had cable service in other communities, 45% considered the service worse in the other communities, and 36.7% considered the service about the same. About 87.3% of the respondents have a personal computer at home. Of this group, 86.2% use their computer to access the Internet. About 47.7% of the computer owners are interested in high- speed Internet access services from AT&T. The average rate they would be willing to pay is about $24 a month. 11 With respect to viewing community channels 28, 29 and 30, 18.5% of subscribers never watch, while 29.9% watch rarely. A total of 18.3% of subscribers watch an average of once per week, while 33.2% watch an average of once a month. When asked how much of their cable bill should be allocated to support local programming, the responses varied as follows: $0.25 12.8% $O.5O 26.5% $O.75 10.7% $1.00 26.O% more than $1.00 14.8% nothing at all 9.3%. In general, the survey results are not unique, when compared to surveys taken for many other communities. The Cities' special needs, with respect to subscriber services, should take into account the high percentage of home computer owners and users. This, in turn, would emphasize interactive data services such as high-speed (cable modem) Internet access. B. Community Workshops and Public Meetings TMC, in conjunction with officials at of the Cities, conducted a public meeting in each City to gain input from the general public as to cable needs and interests. TMC also participated in specialized workshops with local government, education, business and community access representatives to assess the individual needs of the various groups. Appendix D contains a description of the meetings and workshops, and the information gathered. Noteworthy results of the meetings include the following: There appears to be some subscriber dissatisfaction with the AT&T Internet access service, Excite@Home. It is not clear whether the problems represent normal "startup" difficulties or more serious system or organizational difficulties. A variety of expanded educational and library uses of cable system facilities and resources was proposed. CTV, the entity that the Cities contract with to produce and manage most of the local community-based programming, currently supports a number of activities in each of the PEG Access categories (although AT&T is primarily responsible for Public Access). CTV has, to date, received the bulk of resources designated for PEG Access. 12 The Cities contribute approximately two-thirds of the CTV budget from franchise fee revenue, as well as the Cities' PEG Access channel capacity. The cable operator does not provide significant financial resources to support PEG Access. To date, no significant resources from the cable operator have been available for Educational and Governmental interactive access. If such services expand, they also may require some funding, as well as channel capacity. C. PEG Needs For the future, the Cities' PEG Access needs are expected to include both the traditional one-way video cablecasting, such as has been provided by CTC, and also newer interactive services which resemble Institutional Network (I-Net) services, but make more effective use of the high capacity, reliability and speed capabilities of fiber optics networks (such as cable modem high-speed Internet access). With the advent of interactive communications capability, many Governmental and Educational Access priorities may change drastically, as noted above. Furthermore, the ability to communicate at Iow cost to public agencies on a regional basis, adds a new dimension to EG Access needs. For the Cities in particular, it appears very likely that improved, higher bandwidth, lower cost communications capability to reach a variety of public agencies outside the Cities' limits may be as important, or even more important, than if that capability were confined within the Cities' limits. Although it may be difficult to identify which specific public agencies are most critical for interconnection, there are some common requirements that will be applicable to the AT&T franchise renewal process, as follows: Interactive capability is required among all public buildings in each City, with adequate bandwidth available to carry both video and high-speed data communications signals. The ideal network would interconnect al__t public buildings in the region served. The installation of terminal and interface equipment might be delayed for those agencies who do not have immediate requirements, but no agency should be foreclosed from the network. This would facilitate uses in the future, and also permit expansion of initial services to more facilities. 13 The user costs for such a network should be affordable, which in many cases means either no costs or a substantial discount from common carrier charges. Because interactive services involving public agencies that use cable system facilities are defined as PEG Access, federal law gives local governments the ability to negotiate for such discounts. For example, free or discounted Internet access service to all public buildings would enable agencies to communicate with each other, and also to public agencies outside the Cities, providing the functional equivalent of a regional Institutional Network. Some seed money should be available for future PEG Access facilities and equipment, to expand community- based programming and to allow City departments and schools to develop new cable-related services, including establishing pilot or test projects before embarking on full- scale operations. Such funding falls into the category of PEG Access support grants, which also can be part of franchise renewal negotiations. Consequently, although there undoubtedly are many potential interactive Access applications, if the franchise renewal achieves the above four objectives, the individual public agencies can plan their use of cable system facilities according to their own priorities and schedules, and achieve economic benefits when they do. 14 IV. FRANCHISE RENEWAL RECOMMENDATIONS Based upon the previous findings, Figure 2 lists TMC's major recommendations for the Cities' renewal objectives. These can be modified based on the Cities' priorities, but they represent a basis for the new franchise terms that appears reasonable. Apart from TMC's comments listed in Figure 2, some additional discussion may be useful. A. Franchise Fee No reason is seen not to require the maximum 5% fee on Gross Annual Cable Service Revenues. Experience has indicated that a lower fee will not result in lower rates for subscribers, but simply a higher profit for the cable operator. Moreover, the Fifth Circuit Federal Court of Appeals has recently confirmed that the franchise fee is not a tax; but rental compensation for the use of the public rights-of-way. Therefore, it would appear to be the Cities' fiduciary responsibility to receive the maximum value for the use of its public property. With respect to revenues that may be generated in the future from Telecommunications Services (i.e., non-Cable Services) that might be offered over the facilities of the cable system, the Cities' authority to levy a fee ("in lieu" of a franchise fee) is unclear at present. The 1996 TeleCommunications Act states that all providers must be treated in a "competitively neutral and nondiscriminatory" fashion. If a cable operator offers telephone and data service, in competition with the Local Exchange Carrier, it is unclear whether this provision means that the franchise or in-lieu fees must be identical. In California, the State preempts local franchising and regulation of telephone companies. This might mean that no fees could be charged on cable operators providing services competitive with those offered by telephone companies. At this time, the best option appears to be to include in the franchise renewal agreements a reservation of the Cities' right to charge an in-lieu fee in the maximum amount permitted by federal and state law. B. System Upgrade The cable system serving the Cities has already been upgraded to a Hybrid/Fiber Coaxial (HFC) design and is offering high-speed Internet access services. Although telecommunications services are not subject to local regulation, the Cities may wish to receive a commitment and timeframe for the introduction of competitive local telephone service. 15 Z 3:: Z 0 0 0 0 C. Service Area Virtually all of the residential areas of the Cities currently have cable service available. There are a few areas in Livermore that are not required to be served under the terms of the existing franchise. Service to these areas should be addressed in any renewal. The Cities may also wish to address service to commercial areas that have not been provided cable service in the past, but may wish to have access to some of the new services scheduled to be introduced on the system (e.g., telephony). D. PEG Access Support This issue may be the major area to be negotiated. As noted previously, PEG Access support consists of all of the following components: (1) One-Way PEG Access Channels Continued operation of the existing local community channel (Channels 28, 29 and 30) is anticipated, with the presumption that additional PEG channel capacity, up to perhaps two more channels, should be available when some agreed-upon level of usage has been met. (2) Service to Public Buildings The existing cable industry practice of providing free cable service (excluding premium channels) to public agencies should be continued. In addition, when Internet access service (e.g., AT&T's "Excite@Home" service) is offered to cable subscribers, this service should be provided at no cost to designated public buildings. (3) Interactive Communications Capability It has been pointed out that an interactive link between each public building and the nearest cable system node would result in the equivalent of a regional I-Net, assuming the same connections are made in other AT&T-served communities in the Northern California area. For high-priority agencies, the link preferably would be a "dark" optical fiber, while Internet Access or coaxial cable (with the use of the "sub-band" for upstream communications) could be utilized for the lower-priority facilities. Since some bandwidth on the residential cable system would be needed, recent renewals have permitted the operator to charge for interactive bandwidth usage. The charges have ranged in the neighborhood of 50% of common carrier charges for equivalent bandwidth and service. 19 (4) PEG Grant Funds In other recent franchise renewals, this level of funding has been in the range of 2-3% of gross cable service revenues, in addition to the 5% franchise fee. The recommendations of Figure 2 are based on a 2.5% grant. At an estimated $40 per month revenue per subscriber, the grant would be equivalent to $1.00 per month per subscriber. This would appear to be adequate to meet foreseeable PEG Access requirements, including possible additional video cablecasting facilities and "seed money" for the development of interactive services. E. Franchise Enforceability Experience has indicated that the practical ability to enforce the franchise within the administrative process, and prior to litigation, has been lacking in most older cable franchises, and has led to innumerable problems. A threat to revoke a franchise inevitably leads to protracted and costly litigation. Likewise, performance bonds generally require prosecuting a successful suit against the bonding entity before they can be drawn upon. As a consequence, the impending litigation led many local governments not to contest perceived franchise breaches, because the litigation time and effort was seen as greater than the results that would be achieved. For these reasons, the process described in Figure 2 is strongly recommended. If the Cities draw upon the letter of credit security fund, the cable operator has the right to contest this action in subsequent litigation, but cannot stop the Cities from completing its administrative remedy process. F. Franchise Duration In the past, most cable franchises have carried a 15-year term, based upon the FCC's original guidelines (not requirements). The FCC, in the early 1970's, reasoned that if an operator built a cable system, the first 5 years would require substantial investment and losses that would be incurred while the subscriber base was growing. The second 5 years probably would be profitable, but another 5 years would be required to achieve a reasonable return on the operator's total investment. At present, for a renewal, cable systems are being upgraded, not constructed from the ground up, and the subscribers and revenue bases are near or at their maximum levels. Consequently, much of the justification for a 15-year franchise has disappeared. Furthermore, cable system and telecommunications technologies are changing at a rapid rate. This leads to concern by many local governments that a long franchise term will tend to promote obsolescence. 2O Consequently, franchise terms resulting from recent renewals have become shorter. A 10-year term is more standard, and even that term is considered appropriate only if the major renewal objectives of the local governments are met. A 15-year term might be appropriate for an agreement that provides substantially better than normal benefits. G. Level Playing Field With federal law requiring nondiscriminatory and competitively neutral treatment of franchisees, this issue will become increasingly important in the future. H. Other While the Cities cannot legally require the cable operator, as a pre- condition of obtaining renewal, to reimburse for their out-of-pocket renewal costs, this has become a general practice of most of the larger cable operators. Usually, a ceiling on such cost reimbursement is agreed to. The Cities may wish to add other issues to the list indicated in Figure 2. A number of minor issues are expected to be addressed during the renewal negotiations. Finally, prior to negotiations, it is necessary for the Cities to establish priorities on the importance of each issue. Since negotiations rarely achieve everything desired, it is critical to determine in advance which "tradeoffs" might be acceptable, and which would not be. 21 V. CONCLUSIONS The following conclusions are applicable: Summarizing the interests in PEG Access, the common needs that apply the most universally to all are: Adequate channel capacity and facilities to continue the Cities' traditional one-way cablecasting, and possibly to expand programming in the future, if desired. A network capability linking ail public buildings, which could permit any facility to transmit and/or receive video and data communications, at no cost or an attractively Iow cost. This capability would include both Internet access and point-to-point communications capability. Adequate PEG Access support funding, which would permit the acquisition of new cablecasting facilities (or to enhance existing facilities) and equipment, expanded network capability, and also future pilot and development projects for new services to be tested and evaluated, which, if successful, could justify some general funds for full-scale implementation. (2) Figure 2 outlines the recommended key franchise renewal objectives. The Cities should establish priorities for each item. (3) When all AT&T cable systems in the region are upgraded, for the first time, the Cities may have access to a high- capacity, Iow-cost communications capability to reach outside the traditional city limits. This will permit the development of new Governmental and Educational Access services, such as "Electronic City Hall" services, some of which may be local, and others regional. 22 FEDERAL CABLE ACT TO PEG ACCESS Cable Communications Policy Act of 1984 §602 [522] Definitions For purposes of this subchapter-- (1) the term "activated channels" means those channels engineered at the headend of a cable system for the provision of services generally available to residential subscribers of the cable system, regardless of whether such services actually are provided, including any channel designated for public, educational, or governmental use; (2) the term "affiliate", when used in relation to any person, means another person who owns or controls, is owned or controlled by, or is under common ownership or control with, such person; (3) the term "basic cable service" means any service tier which includes the retransmission of local television broadcast signals; (4) the term "cable channel" or "channel" means a portion of the electromagnetic frequency spectrum which is used in a cable system and which is capable of delivering a television channel (as television channel is defined by the Commission by regulation); (5) the term "cable operator" means any person or group of persons-- (A) who provides cable service over a cable system and directly or through one or more affiliates owns a significant interest in such cable system, or (B) who otherwise controls or is responsible for, through any arrangement, the management and operation of such a cable system; (6) the term "cable service" means-- (A) the one-way transmission to subscribers of (i) video programming, or (ii) other programming service, and (B) subscriber interaction, if any, which is required for the selection or use of such video programming or other programming service; (7) the term "cable system" means a facility, consisting of a set of closed transmission paths and associated signal generation, reception, and control equipment that is designed to provide cable service which includes video programming and which is provided to multiple subscribers within a community, but such term does not include-- (A) a facility that serves only to retransmit the television signals of 1 or more television broadcast stations; (B) a facility that serves subscribers without using any public right-of-way; (C) a facility of common carrier which is subject, in whole or in part, to the provisions of subchapter II of this chapter, except that such facility shall be considered a cable system (other than for purposes of §621 (c) of this title) to the extent such facility is used in the transmission of video programming directly to subscribers; unless the extent of such use is solely to provide interactive on-demand services; (D) an open video system that complies with section 653 of this title; or (E) any facilities of any electric utility used solely for operating its electric utility system; (8) the term "Federal agency" means any agency of the United States, including the Commission; (9) the term "franchise" means an initial authorization, or renewal thereof (including a renewal of an authorization which has been granted subject to §626 of this title), issued by a franchisinc~ authority, whether such authorization is designated as a franchise, permit, license, resolution, contract, certificate, agreement, or otherwise, which authorizes the construction or operation of a cable system; (10) the term' "franchising authority" means any governmental entity empowered by Federal, State , or local law to grant a franchise; (11 ) the term "grade B contour" means the field strength of a television broadcast station computed in accordance with regulations promulgated by the Commission; (12) the term 'interactive on-demand services' means a service providing video programming to subscribers over switched networks on an on-demand, point-to-point basis, but does not include services providing video programming prescheduled by the programming provider; (13) the term "multichannel video programming distributor" means a person such as, but not limited to, a cable operator, a multichannel multipoint distribution service, a direct broadcast satellite service, or a television receive-only satellite program distributor, who makes available for purchase, by subscribers or customers, multiple channels of video programming; (14) the term "other programming service" means information that a cable operator makes available to all subscribers generally; (15) the term "person" means an individual, partnership, association, joint stock company, trust, corporation, or governmental entity; (16) the term "public, educational, or governmental access facilities" means- (A) channel capacity designated for public, educational, or governmental use; and (B) facilities and equipment for the use of such channel capacity; (17) the term "service tier" means a category of cable service or other services provided by a cable operator and for which a separate rate is charged by the cable operator; (18) the term "State" means any State, or political subdivision, or agency thereof; (19) the term "usable activated channels" means activated channels of a cable system, except those channels whose use for the distribution of broadcast signals would conflict with technical and safety regulations as determined by the Commission; and (20) the term "video programming" means programming provided by, or generally considered comparable to programming provided by, a television broadcast station. Cable Communications Policy Act of 1984 {}611 [47 USC 531] Cable Channels for Public, Educational, or Government Use §61 l(a) [531(a)] Authority to establish requirements with respect to designation or use of channel capacity §61 l(b) [531(b)] Authority to require designation for public, educational, or governmental use §611(c) [531(c)] Enforcement authority §611(d) [531(d)] Promulgation of rules and procedures §611(e) [531(e)] Editorial control by, cable operator §61 l(f) [531 (f)] "Institutional network'; defined Cable Communications Policy Act of 1984 §611(a) [531(a)] Authority to establish requirements with respect to designation or use of channel capacity A franchisin,q authority may establish requirements in a franchise with respect to the designation or use of channel capacity for public, educational, or governmental use only to the extent provided in this section. Cable Communications Policy Act of 1984 §611(b) [531(b)] Authority to require designation for public, educational, or governmental use A franchisin.q auth0ri~ may in its request for proposals require as part of a franchise, and may require as part of a cable operator's proposal for a franchise renewal, subject to §626 of this title, that channel capacity be designated for public, educational, or governmental use, and channel capacity on institutional networks be designated for educational or governmental use, and may require rules and procedures for the use of the channel capacity designated pursuant to this section. Cable Communications Policy Act of 1984 {}611(c) [531(c)]Enforcement authority A franchisin.q authoritv may enforce any requirement in any franchise regarding the providing or use of such channel capacity. Such enforcement authority includes the authority to enforce any provisions of the franchise for services, facilities, or equipment proposed by the cable operator which relate to public, educational, or governmental use of channel capacity, whether or not required by the franchising authority pursuant to subsection (b) of this section. Cable Communications Policy Act of 1984 §61 l(d) [53'1(d)] Promulgation of rules and procedures In the case of any franchise under which channel capacity is designated under subsection (b) of this section, the franchisinq authoritv shall prescribe. (1) rules and procedures under which the cable operator is permitted to use such channel capacity for the provision of other services if such channel capacity is not being used for the purposes designated, and (2) rules and procedures under which such permitted use shall cease. Cable Communications Policy Act of 1984 §61 l(e) [531(e)] Editorial control by cable operator Subject to §624(d) of this title, a cable operator shall not exercise any editorial control over any public, educational, or governmental use of channel capacity provided pursuant to this section, except a cable operator may refuse to transmit any public access program or portion of a public access program which contains obscenity, indecency, or nudity. Cable Communications Policy Act of 1984 §61 l(f) [531 (f)] "Institutional network" defined For purposes of this section, the term "institutional network" means a communication network which is constructed or operated by the cable operator and which is generally available only to subscribers who are not residential subscribers. TELECOMMUNICATIONS Information superbyways. cities and counties get plugged in Fiber optics, electronic gateways, automated messaging and trunked radio, systems help improve efficiency. By ROb Shapard Assistant Editor ~ rudents passing notes or dozing off .'~in Spanish class at Sand Hills ~ High School might get caught by a teacher 20 miles away. If those same stu- dents fumble with an awkward word, furrow their brows or raise their hands, the teacher sees that too. The students and their teacher are in rural central Nebraska, connected through a "distance learning" network of cameras, monitors and fiber-optic cables. As the teacher presents a lesson in the Anselmo-Merna school's interactive classroom, her words and image flow in real time to the students in Sand Hills' interactive room. Their responses are received in real time as well The teacher can see a puz- zled expression, answer questions or watch as students write on the chalk- board. Students in both classrooms can see one another, as if they were all in the same room. In all, five schools along an 85-mile crescent are connected through the net- work, over which they have been ' . ':. i" :i' ::':: .".7"'"2:'.;: This interactive classroom at Bro- ken Bow High School is linked by cameras and fiber optics to four other Nebraska schools on a distance- learning network. exchanging class- es for four years. Telecommunica- tions have thus been. a way for these schools to meet the challenge of pro- viding quality public education with limited resources. Local governments throughout the country are likewise using telecommu- nications to make their operations more efficient.-They are turning to advances like fiber optics, electronic gateways, automated messaging and trunked radio to improve everything from education to public safety to administrative systems. Both large cities and counties as well as small communities are pushed to provide the same or a greater level of services with fewer dollars and employees. Telecommunications can be a means of allowing officials to do more with less. For example, the Sand Hills school, in effect, is sharing teachers with the other schools in the "distance learn- ing'' project. Covering all of Blaine County and its 700 residents, .the Sand Hills school district serves around 60 high school students and a total student population of 200 in grades K through 12. Although the school and its part- nets are small,, says Sand Hills superin- tendent Pat Osmond, the high-tech interactive project should not seem out of place. "I don't think it's surprising at all," Osmond says. "I think we're probably more innovative than a lot of the big city schools. "If rural areas are going to survive and prosper, they have to take advan- tage of technology. Technology puts everybody on equal footing." Each of the five schools can offer a class on the network, and any of the others can choose to receive it. The schools~ interactive classrooms have a i dedicated fax machine, monitors and three cameras, with one camera trained on the teacher, one on stu- dents and the third acting as an over- head proiector. While each school owns its interac- tive classroom, equipment for sending and receiving on the network is owned by the Nebraska Educational Telecommunications Commission. Each school budgets around $15,000 to $18,000 per year to maintain this equipment and to lease fiber-optic cables from the phone company. The five schools initiated the pro- ject and received significant help from several public' and private sources. Funds have come from the state legis- lature, federal grants, the local phone company and others. Don Davis, one of the teachers most experienced with the project, teaches composition at the Broken Bow schools, which serve about 517 middle and high school students in a district of 950 students. Davis teaches Honors English on the network. Broken Bow also offers calculus and in turn receives speech and creative~writing courses. Students at Sand Hills, 40 miles away, plug into Davis' English class. The school also receives two levels of Spanish and creative Writing and offers a college speech course. Demand has been strong for the Spanish classes offered by Anselmo- Merna. Davis attributes this demand to the University of Nebraska system's recent decision to raise its foreign-lan- guage requirements for applicants. Michael Teahon, principal at Sand · Hills, says the network allows schools to gain several teachers without hiring anyone, a sharing of staff vital for small schools like Sand Hills, which does not have a language teacher. "Being a small schoo[, it allows us to offer opportunities to our students they otherwise wouldn't have, because February 1996 we don't have the resources," Teahon says. "The opportunities you can give your students, for the costs involved, are pretty incredible." At night, the schools' network becomes a resource for college credits and continuing education.. Students in the schools, as well as area residents, can take interactive classes from com- munity colleges throughout the state. "Last year, it was possible for our students to graduate with 15 college credits, without leaving the building," Teahon says. ACCESSING COUNTY For Montgomery County, Pa., pop- ulation 690,000, telecommunications have meant more efficient access to courthouse records and better linking of county agencies. In 1982,, Montgomery became the first county in the nation to provide remote access to various government records, according to Dale Pennapack- er, director of information services. Via a modem and computer, residents and businesses could search the coun- ty's court and property information. The county .contracted with a pri- vate company in 199i to provide access to these information services. However, three years later, the pro- gram was ended when the company decided it was unprofitable. Rather than run that risk again, the county decided to design its own gate- way. The new system, installed for less than $100,000, is run essentially by a 486 PC, Permapacker says. Pennapacker advises other cities and counties to develop electronic gateways in-house from the start. "It cost Montgomery County a great deal of time and resources to make the transition to our service [from the contracted service]. "It was very painful," he says. "If we had had a crystal ball, we would have done this from the beginning." Today, users of Montgomery Coun- ty's service can conduct a real-time search of either the "land system" or the "court system," 24 hours a day. The land system contains reformation on all properties in the county, including owners, taxes and sales his- tory back to 1979. The court system contains informa. tion such as court schedules, dockets, · ' AMERICAN CITY ~. COUNTY warrants and a register of wills. The county has registered around 3,000 users of the on-line service, most of whom are businesses like title insurance companies, realtors and law offices. Permapacker estimates that 80 percent of the 1,200 to 1,400 on-line searches conducted each month are for property information. Users pay 15 cents per minute, a price set by the county according to "marginal cost theory," which requires a rate equal to the cost of delivering information, as oppOSed to an amount that would generate a profit. For the system's users, that 15 cents is "a real savings, because [customers] don't have to send their people down to the courthouse to do title searches," Pennapacker says. Keeping people out of the court- house can also provide a savings for the county. "We don't have to have as much workspace; we don't have to have as many terminals in the court- house to access our service," he says. The county has also improved effi- ciency by installing a fiber-optic net- work which connects all its main buildings, as well as 10 remote loca- tions. The network's 100-megabit band width makes possible an "inte- grated mail, calendar and scheduling capability for all the county agencies," Permapacker says. Prince George's County, Md., pop- ulation 750,000, has used telecommu- nications with the same goal of effi- ciency as that of Montgomery Coun- .'. Withiit 8itT-.limirs;'Tiwari says. , ha:. r.,,.<cs ~,' 74 for the department to' recoup· its: :.,:,r::.fi im'e:r..m,mr ....... :lng facilities, the city chose, a DTS by leasingor othenvise using the extra capacity;?7_ :;" :";~ate-~g~he2~ I001~d~ fiber-o~tics' system. ' For Some· busln~ss'es, the:filfer%ptiC netXVork :c0u[d'~lS~ " The new system will be able to monitor~p'6~-er d~afid~''' tbwer enerD..- costs, by making pOssible·demand-side man- and sti~ptv on the city's grid. provide higI~-voltage pd,ver., agement and energy-efficiency programs: Iik protection, report pumping equipment start-ups and faiP metering and automated meter reading.'. .' '~. utes and otherwise track operation of electrical and' : City residents might use the system for (ab['%; ~3~r :. water-pumping flcilities. ' ' ': ~,~ · and other pers6na[,'0r(i}i6~ In the future, the digital . businessapplicati0n~7':''::':'': ~ telecommunications system (DTS) can be expanded to pro- vide complete telecommunica- tions services to the ci~"s busi- nesses and residents. Holmes & Narver, Orange, Calif., which designed the DTS, is expected to complete installa- tion of the $6 million project by the summer of 1997. Data from each facility will be monitored constantly at one major substa- tion and relayed to Ci%' HalL.. "The DTS will use SONET technology to.' transport voice, data and telemetry.' fiom the. (iari0us monitors' at the 12 facilities," says Vishwa Tiwari, pr~cipal telecom- munications engineer for the.city2 "The system will improve the reliability of our infoimatiori gathering and. the' overall efficxency of electnc and. ~,~ter dt~mbutxon. The city needed only 12 fibers to meet r~quirements for monitoring substations and water pumping. Howeger, as ideas for future expansion took ho[d, the number of fibers in the .network's design increased t6 96,' about eight times the capacity required for monitoring puiposes. The city's plans now include more than.'50' miles'6f fiber-optic cable to form the netWork's backbone:.. The extra capacity can be used to offer i diverse. ~rray of.c6m- munications services to businesses and residents; ' .. "Since the linked facilities are dispersed khroughout': · the city, the. cable can be easily accessed fro}n, ariywhere This underground section of a. high-speed fiber-optic network.will help connect Anaheim, Calif.'s 12 elec- tricat'substations and water-pumping facilities. Planners in Anaheim recog- ni:ect that' unregulate~flevel/op-.:/.:. coul:'d': cause excessive street cutsil. ~[ismp.tion: 0f :traffic:an&.~.. - telecommunidatiOng:ser~i~es~- ,: formed to establish standards and guiding principles7 for development of.the s~em. '. . :.,.........'.... The task force recommended 26 February 1996 ~at the city's development plan (1) minimize disruption to public' property and ensure efficient use of streets: (2) · ' ensure reliable telecommumcations services at the lowest ~osr to. residents and businesses, universal access, and interconnectiviw and the maximum number'a, ndi variety of services; (3) enhance the city's economic development pro,ams; :and (4) provide for fair compensation for the use of public propert3,' and ci~' participatiom These rec- ommendations will act as guiding prihcipies in .future contract negotiations. '. ' .... - . The. taslk force also determined, that the 'private'sector 'was. vetw interested in entering into a publ!c/priyate part- nership to develop the universal fiber-optic network. An RFP elicited 28 responses from companies, and the 6ltv is now 'in the process 'of selecting a partner..I't is anticipated that' work will begin on' the universal network "by the spring of 1996. v~¥ · ' A~mmCaN C~TY & COUNTY ry. But the county has taken a slightly different path to providing residents and businesses with services like on- line property and court records. The county was providing access to these records' through the same pri- vate company used by Montgomery County. When the company pulled the plug in 1994, county officials shifted to an in-house gateway and charged $25 per month for access. However, unlike Montgomery County, Prince George's County soon chose to find another private partner. In May 1995, the county contracted with Ameritech Information Access (AIA) to provide court and property information through the company's CivicLink program. The CivicLink gateway has been in place since the end of 1995. Real- property records, documents from adult criminal and circuit court civil cases, court schedules and judge assignments are available. The majority of customers are busi- nesses, which typically pay a $3-to-$5 transaction fee for accessing the coun- ty's databases. The fees are subtracted after each use from a running account monitored by the company. "[Billing] is something we didn't' want to spend a lot of time on," says Daniel Roper, the county's division chief for information technology. "This frees us from that." Another advantage of the public- private deal is the addition of the company's resources, such as technical support and expertise. For a share of revenue from the ser- vice, the company provides the neces- sary communications equipment and software and rum a help desk to assist customers. Thus, the county is not required to keep pace with constant, expensive advances in technology. "We would rather contract with someone with the resources to keep developing the service, to continue to improve it and make it more user- friendly," Roper says. The company has shown str~ng commitment to the program, Roper says, though the county is wary of get- ting burned again by a cancellation, i "The question is, will they make enough money, or have the patience to stay with it long enough to make it profitable," Roper says. If the program were ended, the county would' most likely return to an in-house system, rather than develop another gateway with a private part- ner, according to Roper. The goals of Prince George's Coun- ty in providing on-line access to prop- erty and court records are similar t6 those of Montgomery County. Users are able to save time and money they previously would have spent traveling to the courthouse, and waiting in l~es. They can do real-time searches, 24 hours a day. "They can still go to the courthouse and get all that information for free," says Roper. "But the goal is to provide enhanced access." As more people take advantage of that access, traffic in the courthouse is reduced. In mm, the county can bet- ter use resources which would have otherwise been needed to handle information requests. Roper says this has been vital in a time of significant downsizing of the county's workforce. Prince George's County is also exploring options for making other AMERICAN CITY & COUNTY February 1996 28 Automated messaging improves '[ ~os~Angetes- opened: its Emergency The paper-baSed. system lacked, an l,,,Operations- Center (EOC):. more. in-tetligent' work floW'andtherefore than: 40' years: ago as-a small: opera- tion to manage-emergency response by the city's departments'..Incidents have ranged, from-natural disasters, like:earthquakes; floods and. brush . fires, tomajor events requiring Crowd control, such as the. t994; W0rlctCup~ soccer'matches hosted by the city. slo'wed', response tifrre*.. -Messages wouldl often pile up on desksin vari;' ous departments, andl. the EOC was unable to: efficiently manage the; flow of its messages: Furthermore,. prioritizatior~ of response activities presented a signff; icant challenge, since-messages. Today,. the EOC is responsible for woUld pile up in a. box, and: departs. coordinating a variety of responses in 'ments Would respond first to the ail departments:, including, policei fire, damage assessment and commm nications. In addition, the poIice depamnent has its own EOC compo2 nent called the Emergency Control. Center' (ECC~,. which specifically coordinates response efforts, by.' the police department. message on top. in addition, if the EOC or a department needed to analyze past response, it had to ~earclx through large filing cabinets, where docu- .ments could'be easily misfiled or lost. IV/1992, MultiMation, Los Ange- les, recommended that the EOC Understandably, the EOC needs." expand.. The compan~ consulted an efficient and rapid communica, tions system that facilitates data exchange among depattments: daring life-threatening situations. But until 1994, the.center used'a paper-messaging system to handle responses among the: ~mmerous departments. At the.time}'there were' only 10 PCs in the EOC office: During an emergency, each city department had a specific' work area; As reports came into the EOC, someone would write- information on with the' city on implementing an automated groupware/worldlow sys- tem. The new system had to be simi- lar to the existing, system to reduce "cultureshock." Consequently,. in. 19.94, the. city imPlemented Lotus Notes, a custom- designed m&ssaging'-application developed by Lotus: Development, Cambridge,-Mass~ The system consists of a Novell token-ring network, with the pro- gram running on, an OS/2 :server. a. three-part carbon form. and place it There are around: 80 486 and Pen- ~ a box next to his or her work'area..- tium.based- pC'workstatiOns,, two or A rurmer would deliver two.. c0Pies:· three for'each department. to the' appropriatedePartments, and:. :i::'i-:::::'Each. department has a'"message a..third would be keyed into a word¢. ~..-eenter" for information gathering processing journaL. "": '~ :-~: and coordination Within the EOC.. February 1996 response in LA. Incl'dent information,, such as fires;,' traffic light, outages or riot locations, is immediately entered into tern from within the. EOC or from a: remote location. A "message. packet'" of information is generated and automatically~ tributed in~ real' time. to. any designator'.:" ed departments within the..EOC: .' and/or remote locations. -... -.- All detailed: information about'thi~'i'i situation; as weI1).asavailable pictures. -- and maps, is included in the packet. Eactx message packet provides. information on the sender, receiver and originator; the subject;, the event number;, the time. and. date of the message; location, date and time. of' the incident; the text: of the. message;.:.. any responses;and any additionai'': graphiCS, maps or documents:' : In addition, to. being electronically: ', copied to the. appropriate depart-:. ments, each message is sent to the'-": EOO's situation-assessment section:: for a real-time overview of all EOC:.: activiries..-This section is responsible.. for' monitoring alt.messages, and corn: ducting audit' trail, fimctions The EOCcan thus ensure that. ail-: assigned tasks are. being completed~. and that start-delivery duration is: acceptable. It can aIso eliminate_ any- bottlenecks by'constantly monitoring.:-: . the flow of messages.: : ' ! :~ ?:.17:~7 The EOC has-: also eliminated, i~S.i: wht :boa. d .system.'m which..- incoming-:' informati0n. . was,. written.. ,,: 8~::517.:(. ': a large board;' In, Lotus. Notes;. a ':st~?;:} ms board'.'' allows, easy, rapid' iyze-:Past word or number: is~ ~ '~ t°'retrieve the. informati~ .~.- .The. time is noted on the . -messages so that the EOC · :'has an: audi~-trail"e~abi[i'~?: 'allowing. it to track past - messages~ and: ascertain-.the, :' sender, desrilxati0n.. )an~ :? details f~':.~he~sages~ -:.TISe',: ~:ii EOC ..~ :f us. pinp6i~r~ response ~r~bl~ms. ~,- : :~i~!:,~[~i A~malC~N C~T¥ & CouNT~ types of information available on-line to businesses and residents. For exam- pie, the count,/is developing a pilot project with Andersen Consulting, Chicago, which would enable attor- neys to file court cases electronically, according to Roper. Ernie Shepherd, the county's MIS coordinator, mentions enabling resi- dents to apply on-line for various per- mits as another possible application. Also, Shepherd says, having infor- mation from neighboring counties available through Prince George's County's gateway would benefit resi- dents doing business in those coun- ties, such as attorneys and realtors. ENHANCING PUBLIC SAFETY The Dothan, Ala.,' police depart- ment spent more than $2.5 million in 1995 to upgrade its telecommunica- tions capabilities by improving and integrating various radio, telephone and computer systems. "The city basically sat dead for quite some time in the communica- ti/Shs are;a," says Lt. Jim .Smith of the police department. "C6mmunications were basically all &iven by hand." Prior to last year's upgrade, the city had moved from a system of hand- written messages on three-by-five cards, to computer,aided dispatch (CAD) and enhanced 911 service. "It was like going from riding a bicycle to a motorized vehicle," Smith says. During the upgrade, the police department built a new communica- tions center and installed a fiber-optic network and an 800 MHz trunked radio system from E.F. Johnson, Bumsville, Minn. The result has been dramatically increased efficiency in the city's responses to emergency calls. The trunked radio system was a sig- nificant improvement from the VHF system used by the city since 19-74, according to Smith. "It was a mess," he says. "[Previous- ly], a police officer might have to wait five minutes to get on the radio during times of high traffic. "Now it's unusual for you to have to wait more than a couple of seconds." The radio system has 10 channels and two transmitter sires. Users' from different departments like police and fire can create "talk groups," to keep unrelated traffic better separated. Fiber-optic cables link the two radio transmitter sites, the city's main municipal building, the communica- tions center, the Criminal Justice Comple~x and the central fire station. The city contracted with the local phone company to install the cable on existing utility poles. The cables carry radio transmissions as well as computer traffic. Smith says the thin cables are an imprOvement because they require tess space and can move a greater volume of data in real-time, even from remote locations. Dothan paid for some of the improvements with funds from 911 charges, which both residents and businesses pay each month on their phone bills. For example, the city bought the fiber-optic network for slightly less than $300,000, according to Smith. Purchase of the network will save money in the long run, Smith says. The city estimates it would have spent the same amount in slightly less than five years to lease copper wires, gr AMERICAN CITY ~ Co ,UNTY ~ Februarg 1996 Cover Story Power to the 'pi Recent breakthroughs in computer bulletin boards and kiosks are making it easy for citizens to storm the once-inaccessible gates of .government. By David Noack Gary Werner is the mayor of Diamond Bar, Calif., a Los Angeles County community of roughly 54,000, which now has the distinc- tion of being one of a growing number of on-ramps to the so-called information superhighway. Werner corresponds with local residents via a city-run computer bulle~ board system that start- ed last fall and forwards their concerns to the city manager. "I think the system is a valuable communications tool, not unlike the telephone. It is here to stay. It is not a fad," Werner says. "I think the system is help- ing to revitalize interest in local government for many newcomers." More and more local governments are electroni- cally reaching out and touching residents, and all the digit~ road signs point to this cyberspace t~end continuing. In some cities, residents can visit the local mall and get information about city services or sit at home and find out through their computer how much it costs to get a dog license. It win not be long before they can pay for it with theft credit card with- out ever having to go to city hall. As the federal government promotes a National Information Infrastructure (NII) linking homes, schools and businesses to share information and ideas, city and county governments are ma~ng sub- stantial progress as feeder lanes for the popular highway metaphor. Already, many federal agencies have computer bulletin boards that allow people to dial in via com- puter and modem and get the latest census infor- marion or environmental news. It is also possible to send E-mail to the president and vice president. Illustration by Charles Scorns A federal report issued last year by Vice President A1 Gore recommended more electronic delivery ofin~ formation and services by Washington. And the Of- rice of Technology Assessment (OTA), a research arm of Congress, endorses a variety of electronic in- formation delivery methods. Many state governments provide access to com- puter bullet-in boards and databases filled with eco-. nomic statistics and analyses,.and a majority of state legislatures also make public the s~mmaries of bills, committee hearing schedules and members' addresses and telephone numbers. Local governments are also getting in on the act with computers, kiosks, faxes-on-demand, video or telephones. Some local officials report less foot traf- tic in city hall because of the innovative Ways to ac, cess informatisn. The appropriate method of delivering information depends on the particular policy adopted by local governments. Some need only a computer bulletin board, while others rely on kiosks. Still others pro- vide kiosks, computer bulletin boards and fax-on-de- mand services. Some computer bulletin boards offer fancy graph- ics, while others are simple text-based screens, In Santa Monica, Calif., for example, the city govern- ment operates an extensive computer bulletin board system called PubLic Electronic Network (PEN), which allows residents to Send electronic mail to the mayor, browSe through the city council agenda, look for city jobs and access the card catalog at the local public library. In Rochester, N.Y., motor vehicle accident reports are faxed to insurance companies. The program, prompted by delays of as much as six months in ful-. May 1994 . AMERICAN CITY & COUNTY ~ilHr~' requests for accident reports, is allowing insurance companies to settle claims more efficiently. The system, developed by the Rochester Police Department, includes a traditional database and daily scan- ning of all motor vehicle accident re- ports, which are then digitally stored on magnetic disks and later trans- ferred to optical disks. Key information from the reports, such as name, date, t~me and location, is entered into the database, and each day a program is run that connects the reports with the database. With the program in place, there is no longer a backlog of requests from insurance companies. Requests are processed the same day they are re- ceived, and the time it takes to process motor vehicle accident reports has been cut by 33 percent. Accessing Information From Cupertino, Calif., to Blacks- burg, Va., residents of cities, counties and towns can now dial in to specially- created computer bulletin boards and access volumes of government infor- marion. With the help of technology, they can write a letter to the mayor, complete a building permit application or find out when the next concert is scheduled for the local park~ But computer bulletin boards are not the only part of the new electronic relationship between the government and the governed. Increasingly, kiosks, sim'ilar to ATM banking machines, are being used to facilitate communications. In many cases, they are interactive to allow for two-way communications. In New York City, for example, kiosks were installed in lower Man- hattan in a pilot project that provided services ranging from tourist informa- tion to where to go and whom to con- tact about city services. Users can get directions to Carnegie Hall or get a marriage license. The kiosks are multi-lingual, offer text, video, graphics and can be accessed 24 hours a day. Recently, Texas installed touch- screen multimedia kiosks across the state to provide Texans such services as information on employment oppor- tunities, unemployment benefits, worker retraining and child labor laws. The project, Info\Texas, will fca- ture fun-motion video in both Spanish and English. It will operate through the Texas Employment Commission. These electronic pathways to city hall and county office buildings began taking shape in the late 1980s as com- puterization and the information revo- lution began to converge, allowing for development of new ways to give the public quicker, more convenient,' ac- cess to information. The widespread popularity of and interest in commercial on-line services such as CompuServe, Prodigy, Ameri- ca Online was another factor. Many different kinds of local gov- ernment databases and bulletin· boards are available, and much of what goes on a bulletin board, as well as its costs, depends on individual local policies. The applications for the so-called videotext services/computer bulletin board systems provide access to card catalogs of the local or university li- brary, health and human services in- formation, such as clinic times and telephone numbers; paying bills, get- ting forms or applications or examin- lng contract bids or requests for pro- posal. That is. in addition to allowing viewing of city council or county com- mission agendas. prOgram Eliminates Paper Food. Stamps ~tate~. local and federal governments in Hennepin County, Mi~n~, are -~cooperating in a multi-phase project that wilt replace paper coupons with an identification card using electronic imaging systems in the food stamp, program. The project is funded by federal and local monies. As part of Phase L. which began in January, Geddard Technology Corp..,. Greenville, S.C., ~ install a badging system fOr Hennepin County Eco: nomic Assistance emplOyees~ More than 38,000 people will participate in this initial phase; eventually, more than 300,000 Hennepin County resi- dents, will be able to access numerous types of public assistance by using an identification card with a magnetic stripe that. cont~in~ a client's iden- tification and secret code, much like an automatic bank.teller card. In addition to.the opportunity for immediate transfer Of data to a: cen- tral,,countywide data b~uk~ the new cards will safeguard the rights of the cardholder if the cardis I0st. or stolen~, and they will help prevent fraud,. The cards also wilt include an. electronicimage of the cardholder as a sec- ondary precaution.against Use of the card by another individual. The. use 0fan electronic image rather than a traditional photo developed from film makes these cards extremely tamper-resistant: cardholders win register at data collection stations'in county' govern- merit offices. Data regarding the cardholder's entitlement.will be: entered into a computer and then stored in a maii~frame. As part of the data col- lection stati0n,.CaPture stations will record an image or'he, cardholder and produce it On anidentification card'. Finally, cardholders WilI be asked to enter their own codes,, and then the cards will be issued~ - .. Clients will. be able to use. their cards at stores throUghout the county. When it is time: to. make a purchase, the client presents the card, Which has a magnetic, stripe with.the.proper identification, to the merchant: On-site equipment reads the card and interfaces with the county data' bank to record purch~.~es. - L Each retailer involved in the program will have an account through: the Federal ReserVe to handle the transactions initiated by the debit cards'; -. The system will involve six ex/sting computer networks or computer... -rings~ already np andl vmnlrlg im Hennepin County; with. information..: flowing between systems over ~electronic bridges.~ In addition to data Iection stations,'Hennepin County employees wilI.be ab!etoaccess data and view stored, imageS: at any of 14 verification stations..throughout coun-· ty offices~ The system is designed to eventUally Hick 12 to I5 enrollment ' stations, and 20 to 40 verification stations~. ' : : !..'. Additionally, a badging system for' Hennepin County' Medical Center::: will:be introduced during ~hase I. The medical center employs more than~ 4,000 people~ and the.new badging system win simplify record keeping for :' employees and clients of this major medical facility. · In Phase II,. which will be completed early next year, the system ~511 be expanded toserye as' many as 300,000 clients, and county officials: expecg.i~i~?: to. issue 4,600 identification cards per month. New clients-, enrolled in. th? . system willinclude~ nearly 20,000 people involved in ~adult field serVices~!i 42 May 11D4 AMERICAN CITY & COUNTY Phoenix's kiosk program offers bilingual infon'nation in English and Spanish for residents seeking city services. These services and databases are revenue generators for financially- strapped local governments, besides boosting employee productivity. The PEN system, which. debuted in 1989 in Santa Monica, started with do- nated equipment and no staff. The system recently celebrated its fifth an- niversary and is now con- sidered a part of everyday life with more than 6,000 registered users and roughly 500 residents log- ging on monthly. Keith Kurtz, PEN's pro- ject manager, says the system has been a sUCcess in winning both official and community support and providing residents with an important public service. 'PEN is always evolving," Kurtz says. The city spends $100,000 annually to maintain the systeml All ' departments, city council members and the mayor have electronic mailboxes on PEN, and citY staffers respond to roughly 200 monthly E-mail messages from the public. There are several conferences or chat. areas, with discussions that range from homeless- ness, crime, growth and development ' to the enviro=ment. ~It's given people another avenue of access. If you have a question about a parking permit, you can send a ques- tion to the parking and traffic bureau. You don't have to stand in line waiting for an answer," Kurtz says. ~VVhen it started, nobody knew how long PEN would be around, since it was working with donated computer equipment and a person working on an as-needed basisf he says. PEN also provides access to the citY library's card catalogs, city council agendas, city reports, voter informa- tion, bus schedules, school board ogen- das, police and consumer protection news and information, the rent control board agenda and much more. Plans that will allow citizens to pay their water bills on-line are under way, as well as an effort to put the entire municipal code on-line with search tools to make it easier to find a partic- uiar ordinance: The Air Quality Aspect Diamond Bar recently started its own computer bulletin board system using a couple of powerful personal computers and inexpensive off-the- shelf bulletin board soft;ware. The system, called City-on-L~ne,~ of- fers electronic mail, access to city no- tices and announcements, bulle~in.~ on various government topics. May 1994 AMERICAI~ CITY'& COUNTY But the idea behind it was rather 'unique. Troy Butzlaff, assistant to the city manager who oversees the project, says one of the main reasons for start- ing the bulletin board was to comply with orders from the South Coast Air Quality Management District that stated local governments must reduce vehicle traffic. ~Because of that we have to come up with programs, some innovative pro- grams, that will reduce vehicle trafficf he says. GOne of the ideas we had, based on a study conducted by Clare- mont McKenna College in 1992, was the use of telecommunications systems as a way to reduce vehicle tr~t~c. In- stead of having to come into city hall to conduct business or get information, citizens can do it remotely from their home or office personal computerf The computers, software, modems and other equipment necessary to get the system operating totaled more than $700,000 and were donated by a~ variety of computer companies. Butz- laff says the city spent less than $10,000 on the system. The system's electronic mail capa- bility is one of its most popular lea- · tures, he says. And it's already ex- panding. Gin the next couPle of months, we will be 'allowing users to register on-line for recreation pro- grams, building permits, conditional-. use permitsf he says. Git will add a new dimension to conducting business with governmentf Other plans include having interac- tive public kiosks around the city, so people without a PC at home can en- joy the'system. Butzlaff says that digitizing infor- mation is part of the future for local governments. ~it's becoming more of a trend, at least from what we observed from other municipalities expressing an interest in this projectf he says. ~i~Iore and more local and state gov- ernments are going to be using this type of approach to provide services to their constituencies." In Glendale, Calif., officials installed a couple of electronic directories to make it easier for visitors to the new Gene Perkins Building in the Glendale Civic Center to find their way arouud. The stand-alone kiosks are part of an .ambitioUs on-line system, LNX, that ultimately will connect vis~tors to city hall and provide information on a variety of topics. Ruth Thompson, public library ad- mlnistrator in charge of the project, says officials hope to recoup the $350,000 the system costs by market- ing the technology to other local gov- ernments or by possibly charging for particular kinds of information. Initially, residents will have access to a variety of information and news, including a community calendar and city announcements, city council and commission agendas, electronic mail, clubs and org-ni~ation guides, access to the Glendale Community College li- brary card catalog to eventually bank- ing, bill paying and an electronic yel- low pages of local merchants. GOne of the tb~-gs that is different about LNX is that it's more compre- hensive than a bulletin board systemf says Thompson. ~Ve have commercial information, as well as governmental. For example, we will have a complete electronic yellow pagesf The city recently received a state grant of $208,000 to develop a banking and bill payment system that will al- low financial transactions requiring upfront payment, such as paying city utility bills and registering for college classes. Thompson says city residents can access the system for free, but non-res- idents will eventually be charged for the service. There also are plans to li- cense the system to other local govern- ments. To date, the system has cost about $1 million, which includes in- kind contributions, grants, city sup- port and other funding. Revenue Resource Air quality has also been a factor for AMERICAN CITY & COUNTY May 1994 47 . Glendale, which, like most southern California communities, is under pres- sure from state air q,~el~ty regulators to reduce automobile use. ~Technology can enable' people to connect rather than alienate people," Thompson says~ ~ is a means of de- livering better service more cost effec- tively.. It's saving money. [Local gov- ernments] are improving their rela- tions with the community because they can provide better service. People don't have to stand in line or wait on the telephone. They can get through to government. They can find out a lot of what they need know anytime of the day or night." One way the service can generate revenue is by providing advertising for local merchants. ~If a business wants to have an ad that stands out. from the crowd, it can buy different sizes," Thompson says. "On the kiosks they can actually buy a video ad."- How and what local governments should consider before adopting any of these technologies is explored in a 1991 guide produced by Public Tech- nology Inc. (PTI) and the Videotex In- dustry Association. Entitled ~Local Government Opportunities in Video- te~," the 119-page book describes what a number of municipalities are doing and what steps and cost analyses need to be taken before setting up a system. Providing bulletin board services can also be a money-maker, but, so far, few local governments are charging for access to most services, although a few do offer subscription services to access real property tax records. Theodore Shogry, vice president for local business strategies at PTI, says he sees a trend toward more local gov- ernments putting information on line as part of a technological evolution. ~i"here is a very strong t~end toward creating enhanced service delivery through telecommunications platforms and technology platforms," Shogry says. "The discussion in Washington of the National Information Infrastruc- ture, the heightened awareness and some of the success of the mass-mar- ket systems will all serve to increase the curve among local governments in offering these kinds of services. There are kiosks, voice mail, fax-on-demand and a whole range of enhanced deliv- ery mechanisms based on information technology and telecommunications that will meet a certain jurisdiction's particular needs." The benefits of providing electronic gateways to government information helps to better serve the democratic process and reduce c/t/zen frustration by reducing time and geographic bar- tiers, provides choices and alternatives to information, increases access for people with disabilities and helps re- duce traffic, Shogry adds. He says local governments could of- fer free services, such as the city coun- cil agenda and special forms, and also provide fee or subscription-based ser- vices, such as access to special tax records or maps. But, he cautions, ~because it's tech- nology-based, governments have to be very sure to ensure equity in terms of access and not exclude people who, through lack of resources or traln'ing and education, can't avail themselves of these enhanced serv/ce delivery mechanisms." Making Sure the Market Is There A key aspect of providing the elec- tronic delivery of many municipal set- · vices is to ensure there is market for it, says.Shogry. Ameritech, one of the seven regional · telephone operations companies, re- cently announced an alliance with state-owned BC Systems of British Co- lumbia, Canada Steve Ford, an Ameritech spokes- man, says the Chicago-based company plans to ~forge partnerships with var- ious government branches so together we can c0-market services that will al- low businesses and eventually con- sumers to access information.~ : May 1994 AMERICAN CITY & COUNTY City staffers in Santa Monica, Calif., receive about 200 messages per month from citizens using the PEN computer system (~ight). Diamond Bar, Calif., Assistant City Manager Frank Usher (below) hopes City-on-Line will help the city reduce vehicle traffic. That information includes prope~y titles and court records. Eventually, users will be able to apply electroni- cally for their driver's licenses. In Pasadena, Calif., a system called the Public Access Library System (PALS) allows easy access to the citfs business. With publicly-accessible computer terminals at library sites, senior centers, the chamber of com- merce and two community kiosks, PALS provides informat/on on local schools, businesses, a community cal- endar, human services, government of- ficials, Pasadena city bids, contracts and proposals and clubs and organiza- tions. In addition, PALS is accessible at home or at the office via a special dial- in telephone number through a private subscription service called Pasadena On-line. Pasadena On-line piggybacks on the PALS system and provides value- added services such as movie and restaurant guides. PALS offers information on more than 400 agencies with services such as health care, food, clothing, shelter, job training and support groups. It also includes information on more than 100 public 'and private schools .in the Pasadena area, including location and size of the school, grade levels served, costs and admission requirements, special programs and facilities and parent associations. Victoria Johnson, the principal li- brarian of information management, says a community information forum was recently held to get public feed- back. AMERICAN CITY & COUNTY May 1994 ~We were trying to find out what our citizens want and need that they don't already hayer she says. ~We wanted to know what they like about our system and other systems. We had People who said it should be IBM-based, and some said it should be Macintosh-based, and we had some who said they loved the graphics and others who said graphics slow it down. But we did find that peo- ple enjoy encountering a graphical sys- tem when they are in public place. It's easy to walk up to a kiosk with a nice color screen and find out where they are in a building. On the other hand, we discovered nobody wants a kiosk in his or her bedroomf Pasadena officials are considering putting city government information such as agendas and announcements on PALS, according to Johnson. Private Systems Councilman Wally Dean was one of the prime movers in getting the new on-line service called City Net up and running in Cupertino, Calif. City Net connects residents to schools, local government and job op- portunities offered by local employers and even sends E-mail messages.to teachers and school adm~u~strators. In addition, the system has city council minutes, business news and informa- tion on local sports teams. But City Net is not associated with the city government. It is a private, nonprofit, volunteer organization that operates at no cost to the city. An eight-member board of directors oversees. the operation, which will cost city users $20 annually. ~We tried to devel- op a way to do it cheaply so it would be acceptable for a non-computer per- son, so we set up ger- ~.~ '..~ ~ tain criteria. It had to be extremely visual and include sounds, music, whatever it took," Dean says. ~It is just the opposite of a text-based system.' City Hall informa- tion, ranging from re- ports, forms, agen- das, plans and ordi- nances, are available on-line. ~Ninety percent of what goes on at City Hall you can now en- ter electronically,~ Dean says. ~What we are playing with right now is the in- teractive forms. Let's say you have a garbage form where you want to order more garbage c~ns~ You can draw that down on your machine, fill it out and hit "sendf and you have submitted your order for a garbage canf Before designing its own system, City Net examined other bulletin board systems. It found that, while interest initially surged with the in- troduction of a new on-line service, it would fall off eventually. So City Net decided to attempt to hold the interest and loyalty of the users. ~l~ne everyday guide is not driven by city governmentf Dean says. You've got to have the community. You've got to offer something in the product that a non-computer user would need to get electronically.~ City Net, which de- buted in December 1993, has more than 300 registered users and is adding about 100 monthly. An experiment in providing on-line information is also under way in the rtlral C0mrnunity of Blacksburg, Va. The Blacksburg Electronic Village (BEV) is a cooperative venture be- tween the town, Virginia. Polytechnic University and the Chesapeake and Potomac Telephone Company. The project, which officially started last fall, is designed to connect every- one in the town of 34,000 to a state-of- the-art network, either through their own at-home computers or public ac- cess terminals in libraries .and the town hall. In addition, BEV provides residents with access to Internet, a worldwide network of computers. 5S So far, the experiment has been well-received and is moving forward with a number of commercial applica- tions, such as allowing local merchants to advertise on the network. The potential applications for BEV include education, home shopping, banking, civic news and health care. While Blacksburg is taking this leap onto the information highway, there is the likelihood that some people are go- ing to be left by the side of the road, without access to this technology and information. To compensate for that, libraries and municipal buildings have dedicat- ed terminals so everyone can access the system. Andrew Michael Cohill, BEV's pro- ject manager, says the most important part of this experiment is not the tech- nology, but the networking that links people together. "BEV is important because the kind of conductivity the Internet offers has · no precedent in all of human history," Cohill says. "We need to understand how to help people adapt to it. The BEV is not a technology project, it is a people project, a sociology project, an education project. The technology hardly matters.~ Eight years ago, the Phoenix City Council established the Agenda Access Bulletin Board, which provides public access to the city council agenda, a pod icy and consent agenda, a zoning agen- da, other public notices and neighbor- hood notification official notices. Plans are in the works to revamp and upgrade the system, according to Jeannie Miller, the deputy city c!erk. The objective of the bulletin board is to provide the public with information about the council. It was not designed to be an all-purpose computer bulletin board. "It was not designed to be anything beyond that," Miller says. "We are planning to update it in the sense of putting it on a different platform (from a minicomputer to personal computer- based), and we will be looking at whether or not we will allow some things that we haven't allowed before. We are going to be looking at allowing' people to download. Currently that function is not availablef Demand for two-way communica- tions, particularly through electronic mail, has not been great, but a search feature may be added in the future to make it easier to find and look through documents. "I think it is quite user-friendly. It is straightforward as to what it is that you need to do," Miller says of the text- based system. "The city clerk considers [the bul- letin board] a top priority because it is very public and a lot of care is taken to be sure it's up-to-date and accurate,". Miller says. In addition, the city has two kiosks -- one in the central library and the Other in a mall. The kiosk project, "Phoenix at Your Fingertips," pro- vides a video guide to city services and program~. The kiosks contain a computer with a touch-sensitive screen, a videodisc player and a printer. The system is bilingual, featuring English and Span- ish, and users can get a printout of the information. Besides these various bulletin boards operated by indi~dual local· governments, there is also a system of FreeNets scattered around the coun- try. These FreeNets are based on a network of bulletin boards and a con- cept called "teledemocracy," which is meant to provide access to county, city, state and federal information. Thomas Grundner, a professor at Case Western Reserve University in Cleveland, Ohio, is one of the key forces behind the "teledemocracy" movement. Currently more than two dozen l~reeNets exist, and at least another two dozen cities have formed FreeNet organizing committees, a first step in starting a local access FreeNet. Denver and Tallahassee, Fla.,.are 54 May 1~94 AlYP:~ICAN CITY & COUNTy Florida leachers use mobile computers.. to assess, student performance. Mobile Computing' Helps Teache ] Creased dramatically in. the. last., of Education (:DOE~ asked the.C~n,. decade,i Factors-such as claSs(.~fZ~,i ~ ter for E~h/catienal TechnoIogy' demands of'the job an~I the, amount' - (CET) at Florida State University to of~hand-compiIedpaperworkre- direct a multi-year initiative, quhred make it. hard fbr:teacherSi-to:.' -- Schoolyear 2000, to design and ira- take: time:out for class observations? pIement'~a scientif~caIIy~de~eIoped and student assessments. Much'_ modeI.of[school~gthat fscapabte of like. businesses; schools are looking' : ? producing resultS, far a~ above to technoIOgy, to.heIp: them. scream- : those possible wit'hin, the context line. procedures and'increase the, and constraints of the current~edu- leveI of' attention., puc toward: stu~- ...: _cati0nal. system: ' · .. . dents~ : "~: ~i'.~ill' ': i'. ~:.'i'.i ':'~[.' :.The S~heolyear 2000 'f0c~s~fs'on ~'shifting the' current[system of edu- cadon from being ~teacher:base~?:to ? - a-~tearner~centered' approac~;'The new modet~ allows, s~udents to. use _~ learning,., creative, and. research ' toOls ~.become independent Iearn- ers: Thffs gi~es teachers the power to be Iearning facilitators and re- sources managers. Centrsl to' the program is the use or. lightweight, handhold; mobile . .-computers.. The Florida program :- calls.for Fujitsu PersonaI Systems' 325Point pen-based tablet, comput- ers: Eac]~ day, teachers record as- sessments and observations, of stu- 'dents, uslng the pen tablets and ap- pIication software developed by ~,~'nerican Management Systems. A~ the end of the day, each teacher can perform an analysis and print out useful reports to evaluate class and.::s~ud.~nt p:r~gr~s.'s~ then be transmitted £rom the 325Point computers to a central cOmputer sy~n t.hroU~h a dockin~ station ora serial cable link. being..,' used b.~ te.'.~cher~ sc['too~ di~tric.~s. Thc ~) v~u: c~ilect :on and t~-,e :"ecordfr,~ o',' based assessments, 'The portability: mobile computers! is heIpfut to ways able to sit d0w~'and c0.~'sct: dataf' says Dr; Wendy to- critical, infOrmation dent lists and individual s formation, allows them. to:recor~ ables them to and analyze student both home to active FreeNets which contain a variety oflo- cai, state and federal government news. The FreeNet program is based on an electronic city, in which users who dial into the system are presented with a menu of choices laid out similar to a city. It features a schoolhouse, courthouse, health care and, within these broad categories, numerous directories housing databases of information and resources. · For example, the health care directory would have infor- mation on such topics as pediatrics, Alzheimer's and . HIV/AIDS, while the courthouse would hold U.S. Supreme Court r~li~gs and state and local government news. The Courthouse & Government menu on the Denver FreeNet includes information about a Metro Denver dis- cussion forum, recent presidential inaugural speeches, in- formation and access to the Boulder County Civic Center Network, which is an on-line service for Boulder County citizens and the general public. The Tallahassee FreeNet contains information on Leon. County Government, state agencies and access and infor- mation to some federal government news and information. Accessing ~Leon Countyf for example, delivers other lev- els of data, such as information about the county govern- ment, its makeup and structure, key telephone numbers, court system information and Board of County Commas-' sion information. Local governments have discovered and are inCreasing- ly using electronic methods to disseminate information, boost employee productivity, improve services and even generate revenue. [] David Noack is a free-lance writer in New York, special- izing in computers, on-Zine services, technology and pub- lic policy issues. May 1994 AMERICAN CITY & COUNTY Chameleor Community Cable TV System .For Public, Education, and Government Access Television Programming The System Containing FrameRate's powerful MillenniumTM technolo~. the Chameleon Community Television information System is ideal for smaller cable television bulletin board applications. It is an economical way to enter the world of multimedia cable television programming. Modular upgrades can be added at a later time. Chameleon is a complete cable channel editing and display system containing ail the necessary, software and hardware to ......... edit~ schedule, and display access programming:,The system interface fcilows Microsofr~ Wind0ws~ standards, using simple keyooard and mouse commands to create program- ming. The entire system fits in a single computer, so set up and operation are fast and easy. Authoring Community News on a Chameleon System (shown w~t~ optional NT$C or PAL and VGA monitors) FrameRate The Power of Multimedia Communication Program Content Creation The system provides tools to create and edit backgrounds, sound. animation, and image files for display. It accepts imported media from CD-ROM's. scanners, digital cameras. VCR'sL and camera copy stands:. It includes one or more popular Windows-compat- ible graphic programs for creating and editing images. Chame- leon seamtessly moves all graphic work into the finished production. The Authoring mode features: · Drag-and-drop creation · Graphics creation program · CD-ROM images · All major image file types · Flexible scheduIer · Unlimited programming · AVI and MPEG- 1 · t6 million colors for text. digital video3 images, and backgrounds · Mini sound studio with · Network complian¢ microphone · , Expandable system Displaying Programming After creating or editing progr~s, the operator switches Chameleon to display mode for unattended operation. The display mode can broadcast finished pro.ams and control other devices. Chameleon outputs scheduled pro~m'ams through a scan converter to a cable TV channel modulator~ for broadcast. In the rare instance of a power or display interruption, the system automatically restarts and continues the program schedule. When in display mode, the system: ® Plays multimedia pro~s · Controls VCR's or switchers~ ® Dials phone numbers and executes commands · Updates and displays weather intbrmation automaticall? · Retrieves mai-time data using powerful database query functions · Restarts after a power or display unit interruption · Logs all material displayed on-air Chameleon System (NTSC or PAL monitor optional, micrOphone not shown) Basic System Includes: I Authoring, scheduling, · and display software Back~ounds, pictures, sound clips, and object animator Intel® PentiumTM computer 2 GB (min.) hard drive CD-ROM player Keyboard, mouse, pad Microsoft~ W'mdows® 95 W'mdows-compatible ~m'aphics pro,am 3 I/2" floppy drive Modem for remote diagnostics and software updates Microphone, speakers Most multimedia pages will use existing backgrounds and pictures, greatly increasing the amount of program capacity. Non-MPEGol files require 125 to 500 MB per hour depend- .ng upon content. MPEG- I files require 1.5 GB. per hour iepending upon sample rate. For pricing and availability contact our Sales Department. · Tel (801) 487-0069 · Fax (801) 487-0522 · E-mail info@frameratecorp.com Visit our Web Site at http://www, frameratecorp.com Options: Many options are available for the Chameleon System. These include faster processors, more memory., larger hard drives, network cards. VCR controllers, MPEG-I: playback. weather instruments, subscription content services, and a choice of several scan converters. Contact FrameRate for more information, or see our web page at http:// www. frameratecorp.com. Installation and Training FrameRate recommends purchasing installation and training as part of all Chameleon System sales. Hands-on training allows for quick learning of the system, avoiding implemen- tation delays, Customers often get on air with important programming before training is completed. Warranty FrameRate warrants its systems for one year. warranty includes toll-free technical support, software updates, and web site access. FrameRate also provides a family of extended service plans. Specifications subject to change without notice. NOTE: VGA and NTSC/PAL monitors are not included with basic system. Both monitors are required for best perJbr- mance. [n addition, syste~ requires a scan converter to render VGA as NTSC/PAL output. Several scan converter options are available for configuring your system. 1. Requires ¥¢R corm'oiler. 2. Requires digitizer card. 3. Requires high performance option. -L Requires network carcL 5. Modulator not included. 6. Requires weather instruments. 7. See warranty information sheet 3isplaying Programming ~fter creating or editing programs, the operator switches ;hameleon to display mode for unattended operation. The lisptay mode can broadcast finished pro..m'ams and control, other [evices. Chameleon outputs scheduled prob,'ams throu~a a scan :onverter to a cable TV channel modulators for broadcast. In the are instance of a power or display interruption, the system .utomadcally restarts and continues the program schedule. Yhen in display mode, the system: Plays multimedia programs Controls VCR's or switchers~ Dials phone numbers and executes commands Updates and displays weather intbrmation automaficall? ® Retrieves real-dine data using powerful database query functions · Restarts after a power or display unit interruption · Logs all mmerial displayed on-air For pricing and availability contact our Sales Department. · Tel (801) 487-0069 · Fax (801) 487-0522 · E-mail info@frameratecorp,com Visit our Web Site at http'J/www, frameratecorp, com Chameleon System (NTSC or PAL monitor ol~tio~al, microl~hone not sl~own) 3asic System Includes: Authoring, scheduling, · and display software · Back~ounds, pictures, sound clips, and object · animator · Intel* PentiumTM computer 2 GB (min.) hard drive CD-ROM player Keyboard, mouse, pad Microsoft~ W'mdows® 95 Windows-compatible graphics pmk,'am 3 1~" floppy drive Modem for remote diagnostics and software updates ®.. Microphone, speakers lost multimedia pages will use existing backgrounds and ictures, greatly increasing the amount.of program capacity. [on-MPEG-I files require 125 to 500 MB per hour depend- tg upon content. MPEG- i files require 1.5 GB per hour epending upon sample rate. Options: Many options are aVailable for' the Chameleon System.' These include faster processors, more memory,, larger hard drives, network cards, VCR controllers, MPEG-I-' playback. weather instruments, subscription content services, and a choice of several scan converters. Contact FrameRate more information, or see our web page at ht~p:// www. fmmeratecorp,com. Installation and Training FrameRate recommends purchasing installation and training as part of all Chameleon System sales. Hands-on training allows for quick learning of the system, avoiding implemen- tation delays. Customers often get on air with important pro~m-amming before training is completed. Warranty FmmeRate warrants its systems for one year. warranty includes toil-free technical support, software updates, and web site access. FrameRate also provides a family of extended service plans. Specifications subject to change without notice. NOTE: VGA and NTSC/PAL monitors are not included with basic system. Both monitors are required for best perfbr- mance. In addition, systeni requires a scan converter to render VGA as NTSC/PAL output. Several scan converter options are available for configuring your system.. 1. P-~Inims VC~ coa~ller. Z Rea, aims digitizer card. 3. R~qai~-s high p~tt'ormance optiem 4. ~ n~ ~ 5. Modntalm' no{ inctmled. 6. Requir~ ~ 7. ~ wa'maqt iat'or~afioa Report to the Cities of Dublin, Livermore, Pleasanton and San Ramon, California Community Attitudes Toward Cable TV A Telephone Survey Cable Television SUbscribers Research by etrok November 15, 1999 Copyright © eta-ok 1999. All fights reserved. etrok 970 West Broadway, Suite 550 Jackson Hole, WY 83001 307.734.0200 fax 307.734.2734 surveys@etrok.com Contents I. Executive Summary 1 Results ........................................................................................................................................ 1 Format Of This Report ............................................................................................................... 2 II. Satisfaction With Cable 3 Overall Satisfaction .................................................................................................................... 3 Installation ................................................................................................................................. 4 Repair ......................................................................................................................................... 5 Picture Reception ....................................................................................................................... 6 Telephone Response .................................................... ~ ............................................................. 8 Billing ........................................................................................................................................ 9 Changes in Customer Sen, ice ..................................................................................................... 9 Local Cable Service Compared With Service In Other Communities ...................................... 10 II!. Computer and Internet Use 11 Personal Computers in the Home ............................................................................................. 11 Intemet Access ......................................................................................................................... 11 High-Speed Intemet Access ..................................................................................................... 12 IV. Local Cable Programming 13 Viewership of Community Channels 28, 29 and 30 ................................................................. 13 Support of Local Programming ............................................................ ..: ................................. 14 Appendix A: Methodology Appendix B: Data Tables Appendix D: About etrok Appendix D: About etrok Telephone Survey of Cable Subscribers - November 15, t999 etrok Research · iii Contents iv o etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon I. Executive Summary From October 18 through October 30, 1999, under the direction of the Cities of Dublin, Livermore, pleasanton andSan Ramon,'Califomia,'(herein after referred to as DLPS) and its consultant, Telecommunications Management Corp, L~ok conducted 401 telephone interviews with a random sample of AT&T Cable Services (formerly TCI) cable television subscribers within the four cities. The data from these interviews were used to assess several research questions developed by the DLPS. How satisfied are subscribers with the overall past performance of AT&T? How satisfied are subscribers with AT&T services related to installation, repair, picture reception, telephone response, billing and other aspects of customer service? What is the viewership of the local community programming on channels 28, 29 and 30? How widespread is computer use in the home and what is the interest in high-speed Interact access from AT&T? Results Results of this study lead to the following conclusions: 0 A majority of AT&T subscribers in DLPS are generally satisfied with their cable service. Nearly three-quarters said they were at least "somewhat satisfied" that they were getting their money's worth from cable. About 89°/3 of subscribers said they were satisfied with their system's overall performance. [21 The lowest relative levels of satisfaction were recorded by subscribers for "programming" with 73% at least "somewhat satisfie&" [2 Few subscribers reported problems with their initial installation of service. Tm-over of subscribers is low. [21 More than one-fifth of DLPS subscribers called AT&T for repair service in the past two years. Of these, nearly 70% said the repair was made by the next day. The National Cable Television Association recommends response to repair problems be made within 36 hours of notification. About 92% rated the quality of the repair work as "good" or [2 About 30% of subscribers reported some problem with picture quality in the past year. The most common problem was "picture not sharp." FI On average, subscribers experienced a total loss of picture between 1 and 2 times in the past year. Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research i. Executive Summary Cl About one-fourth of subscribers had reason to call the cable company in the past six months. Of those, just over a fifth (22%) reported difficulty getting the company on the phone, mainly due to "put on hold a long time." [~ About 32% of DLPS subscribers said customer service has gotten better since they became a subscriber. About 16% said customer service has gotten worse. [1 Nearly nine in ten subscribers (87%) have personal computers in the home and most of them (86%) use their computers to access the Intemet~ Cl Among all subscribers, including those that have a computer in the home and those that do not, 48% are interested in high-speed Interact access l~om AT&T. Q Those that are interested in high-speed Interact access would, on average, be willing to pay $24 per month for such access. ~1 Local programming carried on cable community channels 28, 29 and 30 is watched at least once a month by about half of subscribers. The remaining half of subscribers rarely or never watch the community channels. Q Subscribers were asked how much of their monthly cable fee should be allocated toward support of local community programming carded on the system. There was no clear trend among the responses, ranging from $.25 to more than $I.00 per month. 9% said nothing should be allocated toward local programming. Format Of This Report A detailed discussion of all survey results is presented in the following Sections II through IV. Methodology used to conduct this research is presented in Appendix A. Throughout this report, subscriber responses are presented in charts. The data upon which the charts are based can be found in corresponding tables in Appendix B. Appendix C provides the text of open-end responses given by interviewees. 2 . etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon il. satisfaction With Cable Overall Satisfaction A majority of DLPS cable subscribers reported satisfaction with their current cable service. [Chart 1 below and corresponding Tables I and 1.4 in Appendix BI Chart 1: Satisfaction With Cable Getling money's worth Programming J 92.5 % Number of channels Reliability of senice Clarity/accuracy of bills Conduct of employees Repair se~ice GetlJng through on the phone Overall performance . [8g.2 % 0% 20% 40% 60% 80% 100% It= Somewhat or Very Satisfied Nearly three-quarters of subscribers of the AT&T service, 71%, said they were at least "somewhat satisfied" they were "getting their money's worth from cable service, including 19% who said they were "very satisfied," they were "getting their money's Rating the "overall performance" of AT&T, 89% were at least "somewhat satisfied," with about 40% of subscribers "yew satisfied." Among the individual categories of service, relatively lower satisfaction was recorded for "programming." Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · 3 I!. Satisfaction With Cable Detailed subscriber responses regarding installation, repair service, picture reception, customer service and telephone response are presented later in this section. Installation Most subscribers started receiving cable service at least six years ago, confirming a low turn-over or "chum" rote among DL?S subscribers. This indicates a higher subscriber stability than found in other cable systems. Chart 2: Year First Subscribed 1999 1998 1997 1996 1995 1994 1993 1992 or before 0% ~-] 3.9 % ~4.2 % ~4,7 % 18.3 % t8-8 %1 :]9.4 % 112.5 % :. 1:148.6 % I I 20% 40% 60% 80% 100% Less than 13% of DLPS subscribers said they had problems with the installation of their cable service. Chart 3: Had Problems With Installation 12.5 0% 20% 40% 60% 80% 100% 4 o etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Repair One-fifth of DLPS subscribers said they had called AT&T within the past two years for repair of service, for reasons other than problems w/th system-wide blackout or power outages. Chart 4A: Subscribers Needing Repair Service In Past 2 Years 0% 20% 40% 60% . 80% 100% Of those reporting a problem, three of four subscribers felt that response time to their request(s) for repair was "good" or "excellent." Chart 4B: Rate Repair Service Response Time Excellent Good F~r Poor 0% I , J, I I 12.3 % % 20% 40% 60% 80% 100% Nearly 70% of subscribers requesting repair service said the repair was made by the next day. The recommended customer service standards of the National Cable Television Association call for 95% of service problems be responded to within 36 hours during the normal work week. Chart 4C: Repair Service Response Time Same day Next day Same week Longer than same week 20% 40% 60% 80% 100% Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · 5 II. Satisfaction With Cable Nine out of ten subscribers rated the quality of repair work as "good" or "excellent." Chart 4D: Quality of Repair Work Excellefft Good Fair 4.9 3.7 20% 40% 60% 80% 100% Picture Reception 30% of DLPS subscribers said they had problems with picture clarity or reception in the past year. Chart SA: Clarity or Reception Problems in Past Year I I 0% 20% 40% 60% 80% 100% Of those having a problem, nearly half said the problem occurred at least every few days o a month, with 24 ~A reporting the problem occurred constantly. Chart 5B: Problem Occurred...* Constantly Ev~y few days Few §roes a month Rarely 0% 20% 40% 60% 80% 100% * Of those who had reception problems in past year. 6 o etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon The most common problem for subscribers was "picture not sharp, experienced by 65% of those reporting a problem. Based on comments also received, the problem appears to be isolated to certain channels and/or upper channels. Chart 5C: Type of Problem Experienced* Pictures not sharp Snowy picture Ghost images/shadows or double images Lines on screen Picture flipping 0% I : :;(!; 19.6 % 3.6% 11.8 % 20% 40% 60% 80% 100% * Oftho~e who had reception problera, in pa~tyear. On average, subscribers report that their cable service had gone out completely, for 30 minutes or more, less than twice in the past year. Chart 5D: Number of Times of Total Loss of Picture (30 minutes+) in Past Year l, 2 4 6 Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research * 7 II. Satisfaction With Cable Telephone Response About one quarter of DLPS subscribers had a reason to call AT&T in the past year. Of these, most (90%) reported that the cable company employee they talked with was helpful and courteous. Fewer (81%), said their request received the proper attentiom Table 6A: Telephone Response Called the cable company 23.9 % in past 6 months ~.~Udu~=ou~o,,swas he~p~, a.d ~0.~ % Had problems getting TOl 1 on me phone ' 2. ~ 0% 20% 40% 60% 80% 100% * Of those who called company on phone. Of those that called, 22% had trouble getting through on the phone to AT&T. The most common problem getting through was "put on hold a long time." Table 6B: Telephone Problems* Put on hold a long time Line busy NO answer Told to call back 4.1 2 2.0 0% 20% 40% 60% 80% 100% 8 o e~ok Research Report to Dublin, Livermore, Pleasanton and San Ramon Billing Problems with billing errors were few with 4% reporting problems. Of these, nearly all (88%) were resolved to the customers' satisfaction. Chart 7: Billing Problems Had problems with cable ~4.1% bill 0% 20% 40% 60% 80% % 100% *Of those who had billing problem. Changes in Customer Service Subscribers were asked if they believe the customer service of AT&T since becoming a subscriber has "gotten better," "stayed the same" or "become worse." Most subscribers felt that customer service has "stayed the same," but 32% said it has "g compared with 16% who felt that customer service has "gotten worse." Chart 8: Changes in Customer Service Gotten Better Stayed the Same ~omeWo~e 0% 20% 40% 60% 80% 100% Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · 9 II. Satisfaction With Cable Local Cable Service Compared With Service in Other Communities About half of subscribers (48%) said they had also subscribed to cable in another community, Almost those, half felt the cable service in the other community was "worse," while 18% believe the previous service was "better." Chart 9: Cable Service in Other Communities Was...* Better The Same 36.3 % 0% 20% 40% 60% 80% 100% * 0f48. 1% who subscribed to cable in other communities. 10 · etrokResearch Report to Dublin, Livermore, Pleasanton and San Ramon !!!. Computer and lnternet Use personal CompUters in the Home Most (87%) of DLPS households have personal computers in the home. Chart 10A: Have Personal Computer in the Home · .: :~ :." :::i 87.3 % 0% 20% 40% 60% 80% 100% lnternet Access Most of these home computers (86%) are used to access the Internet. Chart 10B: Use Personal Computer to Access Internet* 0% 20% 40% 60% 80% 100% * 0f87.$% who havepersonal computer, in the home. Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research III. Computer and Internet Use Most (67%) of those who use home computers to access the Interact, access the Interact at least once a day: Chart 10C: Frequency of Internet Access* Once a month 5.3% O~ ncc a week 27.7% Once a d 67.0% * Of those who use personal computers in the home to access the lnternet. High-Speed Internet Access About half of subscribers (both those with and those without computers in the home) are interested high-speed Intemet access from AT&T. Chart 1 OD: Interested in High-Speed Internet Access from AT&T 0% 20% ~,0% 60% 80% 100% When asked what they are willing to pay for high-speed Interact access each month, the average response was $24.24. Chart 10E: Average Rate Willing to Pay for Internet Access* $24.24/month * 0f47.7% of all subscribers who are interested in high-speed lnternet access from AT&T. 12 · etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon IV. Local Cable Programming Viewership of community Channels 28, 29 and 30 Local programming carried on community cable channels 28, 29 and 30 is watched at least once a month by about half of subscribers. The remaining half of subscribers rarely or never watch the community channels. Chart 1lA: Watch Community Channels 28, 29 and 30 Once a month :: ~ i 33.2 % I I Rarely . :;. ;:: ::~ ,:::.::: ;129.9 % Never watch % 1 0% 20% 40% 60% 80% 100% When viewers were asked to recall the types of loCal programming they watched on the community channels 28, 29 and 30, city council meetings, followed by the 580/680 News Report were most often mentioned. Chart 11B: Viewership of Programs On Community Channels City Council Meetings 580/680 News Report % % ! The Mayors' Report Media Roumltable O% 20% 40% 60% 80% 100% Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · 13 IV. Local Cable Programming Support of Local Programming Subscribers were asked how much of their monthly cable fee should be allocated toward support of local programming carried on the cable system. There was no clear trend among the responses, ranging from $.25 to more than $1.00. 9% said nothing should be allocated toward local programming. Chart 12: Amount Per Month to Support Local Programming $0.25 $0.50 $0.75 $1.00 More ~an $1.00 Nothing at all 0% :' :'::112.8 : :::;:: .;, ::126.5 I [10.7 % : · = ~ :: 114.s · 19.3% 20% 40% 60% 80% 100% 14 · etxok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix A: Methodology Data were collected by telephone interviews in October 1999; The interviews were conducted by trained interviewers at The Research Line, an experienced telephone research firm in North Hollywood, under the supervision of etrok. The random samples were created from a systematic random sample of numbers selected for DLPS addresses from the most recent telephone directory. The last four digits of each number were replaced with a random number to ensure unlisted phone numbers were included in the sample. The resultant numbers were recorded on a computer data base and randomly ordered for use by the interviewers. The questionnaires for the subscriber and non-subscriber surveys were converted to CATI--Computer Assisted Telephone Interviewing--format. Each interviewer read questions and recorded responses using interconnected computer workstations. The interviews were conducted from October 18 through October 30, 1999. Only adults 18 years of age or older were interviewed. A total of 401 interviews were completed: with males and female adults from cable subscribing households. Keep in mind limitations of sample surveys when interpreting the results. Each number is only an estimate. The actual population value may vary. The error associated with the subscriber sample used in the analysis (401) is approximately q-4.9%. The values are higher (worse) where lower sample sizes are used, and lower (better) where average responses other than 50% are encountered. Smaller samples may be encountered for refusals ora single question. For example, the age question was answered by only 381 subscribers for an error of 4-5.0 %. Lower responses are also encountered when respondents are routed around a question. The questionnaire in this study was developed by etrok in cooperation with Dublin, Livermore, Pleasanton and San Ramon officials and its consultant, Telecommunications Management Corp. Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · A-1 Appendix A: Methodology A-2 · etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon APPENDIX B: Data Tables TABLE 1: Satisfaction With Cable Getting money's worth Reception Programming Number of channels Reliability of service Clarity/accuracy of bills Conduct of employees Repair service Getting through on the phone Overall performance 70.5 % 92.5 % 72.6 % 87.8 % 85.2 % 92.9 % 91.2 % 90.9 % 80.1% 89.2 % TABLE IA: Satisfaction With Cable 19.2 % 51.3 % 22.2 % 7.3 % 63.2 % 29.3 % 4.8 % 2.8 % 31.0 % 41.6 % 18.6 % 8.8 % 38.2 % 49.6 % 8.9 % 3.3 % 48.6 % 36.6 % 11.8 % 3.0 % 64.4 % 28.5 % 4.9 % 2.3 % 55.5 % 35.7 % 6.4 % 2.4 % 47.8 % 43.1 % 5.4 % 3.6 % 35.5 % 44.6 % 15.0 % 4.9 40.1 % 49.1 % 8.6 % 2.3 Getting money's worth ReCeption Programming Number of channels Reliability of service Clarity of bills Conduct of employees Repair service Getting through on the phone Overall performance Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research B - 1 APPENDIX B: Data Tables TABLE 2: Year First Subscribed Year first subscribed: 1999 3.9 % 19981 9.4 % 1997 8.3 % 1996 4.7 % 1995J 4.2 % 19941 8.6 % 19921 12.5 % 1992 or before I 48.6 % TABLE 3: Cable Installation Re )air Service Called company for repairI 20.9 Response time: * Excellent Good Fair Poor 46.9 % 34.6 % 12.3 % 6.2 % 13.6 % Repair was made: Same day Next day Same week~. Longer than same week~ 55.6 27.2 3.7 Qua#ty of repair work: * Excellent[ 50.0 Goodl_ 41.5 FairJ 4.9 Poor[ 3.7 * Of those having problems or calling for repair. B-2 etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon APPENDIX B: Data Tables TABLE 5: Picture Rece Clarity or reception problems in last yearI 29.9 Problems occur: * Constantlyf 24.1 Every few daysI 21.4 Few times a month I 27.7 Rarely~. 26.8 Problems experienced: ** Pictures not sharp I 65.2 Snowy picture[ 24.1 Ghost images/shadows or double images J 19.6 Lines on screenI 3.6 Picture flipping[ 1.8 Number of times of= total picture loss (30 minutes+) in last year Average 1.7 J * Of those experiencing cladty or reception problems. ** Of those experiencing reception problems, more than one response allowed. 6: ~hone Response Called the cable company in past 6 months[ 23.9 Individual was helpful and courteous *1 90.1 Request received proper attention *l 80.6 Had problems getting on the phone *[ 21.7 Phone problem: ** Put on hold a long time[ 79.6 Line busyI 16.3 No answerl 4.1 Told to call back~ 2.0 * Of those calling cable company in past 6 months. ** Of those having a phone problem, more than one response allowed. Telephone Survey of Cable Subscribers. November 15, 1999 etrok Research B - 3 APPENDIX B: Data Tables TABLE 7: Had problems with cable bill in past yearI 4.1 Problem resolved to customer satisfaction *1 87.5 * Of those having a billing problem. TABLE 8: Changes in Customer Service Since becoming a subscriber, customer service has: Gotten Better I 32.1% Stayed the Same 52.0 % Become Worse 15.9 % TABLE 9: Cable Service in Other Communities Cable service in other community was~ Better [ 17.9 % The Same I 36.3 % Worse [ 45.8 % * 0f48.1% having also subscribed to cable in other community. B-4 etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon APPENDIX B: Data Tables TABLE 10: Computer and Internet Use Have Personal Computer In Home[ 87.3 % ] Use Personal Computer to Access Internet*[ 86.2 Frequency of Internet Access*~ Once a dayt 67,0 % Once a weekI 27.7 % Once a monthI 5.3 % Interested in High Speed Internet Access by AT&T Cable Services I 47.7 Amount Willing to Pay Per Month for High Speed Internet Access from AT&T***[ $24.24 1 * 0f87.3% of total who have personal computerin the home. ** Of those who use personal computer in the home to access Interest. *** 0f47. 7% of all subscribers who are interested in high-speed Intemet access from A T& T Cabl~ Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research B - 5 APPENDIX B: Data Tables TABLE ll:Viewershi of Watch community programming on channels 28, 29 and 30: Onc~ a weekI 18.3 % Once a montht 33.2 % RarelyI 29.9 % Never watchI 18,5 % Programming watched on community channels: City Council Meetings[ 86.1% 580/680 News ReportI 58.1% The Mayors' Reportl 28.3 % Media Roundtable[ 25.8 % TABLE 12: Sup . of Local Pro Amount of monthly subscriber fee that should be allocated for local access programming on cable TV: $0.25 $0.50 $o.75 $1.00 More than $1.00 Nothing at all 12.8 % 26.5 % 10.7 % 26.0 % 14.8 % 9.3 % B - 6 etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon APPENDIX B: Data Tables TABLE 13: 3hics Married[ 66.8 % Own Home 89.1% Rent 10.9 % Education: High school degree or lessI 15.3 % Some collegeI 24.1% College graduateI 44.0 % Post graduate work or degreeI 16.6 % Have a VCRI 95.5 % Have Personal Computer In HomeI 87.3 % Average TV viewing per day (hours)I 5.1 Gender: MaleJ 47,6% Female~ 52.4 % Average years of residenceI 11.5 Average number of people in household t 3.7 Average number of children under 181, ,, 1.3 Average ageL 44.8 SAMPLE SIZE[ 401 J Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research B-7 APPENDIX B: Data Tables B - 8 etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C: Open Ended Responses "Other" clarity or reception problems [13 responses] blackout cable down sometimes channel 19 goes fuzzy ever 10-15 sects channel 19 not clear channel 2 has streaks just no picture sometimes less and less clear on higher channels losses audio no picture pictures unclear, but mainly on upstairs tvs poor resolution sometimes goes black- like during a storm sometimes it shuts off "Other" problems getting a AT&T representative on phone [3 responses] just a recording power outage and couldn't get through voice mail hell Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research Appendix C: Open Ended Responses "Other" types of local programming would like to see on channels 28, 29 and 30 [18 responses] commurfity problems discussed computer education crime reports environmental issues growth - what to do about it high school football and other sports '- high school graduation . - local activities for and about youth, kids, teenagers more local sports with the announcer guy from the high school more meetings about local issues - like the ones about making us a grape center- wine country news about the community school news soccer, football sporting events sports sports programs town hall meetings tri-valley issues What is the best thing about cable TV from AT&T? CHANNELS [25 responses] channel variety channels but would like more extra eharmels get more channels it's got more channels than regular tv likes the variety in channels lots of channels lots of channels lots of channels to flip through C-2 - etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Append~C: Open Ended Responses more channels available more choice of channels i think it is good more the availability of different channel number of channels variety variety, of channels variety of channels (8) we get more channels you get more channels RECEPTION/RELIABILITY [52 responses] ability to get clear pictures for pbs & a&e because clear picture better reception clarity clarity in pictures clarity of picture compared to regular tv clear pictures (7) consistency in picture quality consistency of service good picture good reception good reception good reception -without out is you get only few channels i general good reception i have no problems with my reception it allows no antenna it works it works regularly it's reliable lot of clear channels no antenna on the roof no problems no problems with it picture is clear and it's dependable pictures are clear quality of reception Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · C-3 Appendix C: Open Ended Responses reach channels that we could not get without it reception (9) reception is very good its clear reception of stations reliability reliability and clarity of reception service quality and reception signal is always their- except for black outs the reception - it's better than having an antennae on the top of the house without it i get bad reception 'you can get a clear picture, because without it you would have unclear pictures you get a clear picture PROGRAMMING [218 responses] a&e channel access to channel that have better programming all the channels all the channels for the kids alternate channels availability of the channels previously not available - especially like the educational channels baseball being able to access various things cable programming california channel (4) cartoon network channels i watch all the time choice of channels, choice of things to watch like the discovery channel and docmentaries cnn (18) cnn business channel cnbc mm, c-span, discovery collage football cooking shows, gardening and home improvement shows, and art film channels discovery channel (11) discovery channel - its educational discovery, history, sports and cnn channels disney - thanks for putting on basic! C-4 - etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C: Open Ended Responses disney channel my favorite educational channel is really good - my kids watch it educational channels (2) educational programming (2) educational programs - pbs espn (17) everything i want expanded channels allows reception get all the variety of programs - you can get a lot of sports get channels that you cant get otherwise get local stations - not interested in much else get more variety gives me more options to access different programs good channel selection good movies good program for kids good programming good programs great range of shows - i am hard of heating and it is easy for me to understand having additional programming history channel (3) i get the stations i want i guess the movie channels i just like it-cnn i like family programs, comedy, good music(big bands) and news i like the channels they have i like the history channel i like the old shows it is better then free tv - it has more programming then free tv ksts lack of commercials lawrence welk learning channel (2) like mysteries like the movie channels like the shows Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · C-5 Appendix C: Open Ended Responses local sports with whatshisname from the high school local things that come on - like the city council meetings lot of news lots of children's programs - good for my daughter many channels normally unavailable many of the programs that i like movie channel movies (19) movies provided mtv mtv, music · nbc, pbs and cspan are really good news news and big events on tv, sports news and cspan and cspan2 news and stuff news and the programs news programs i can have access to the news anytime i feel like it nick at night nickelodeon nothing good one can watch mw and nick originally movies on the premium hbo pay per view stations - sports stations - family channel pbs 8) programming and access to city council programs (9) public affairs, constant news quality of choices quality programming unavailable on commercial tv qvc (2) selection of the programs what you have when you want it showtime hbo amc disney lifetime some of the shows i like - the problem is they put the same shows over and over its just that hbo and showtime plays the same thing special programming sport programming is excellent C-6 * etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C: Open Ended Responses spor~ (2) sports channels - movies sports events unavailable on commercial channels and educational programs that most of it is commercial free the easy access to a lot of different kinds of programming and channels there are some educational programs - i like the variety they have selection of moves usually have a good selection variety of channels (7) variety of channels are so wide variety of channels educational channels variety of program (3) very few commercials very happy with the sports very much enjoy programs we can watch what ever we want wide array or selection of sports wide variety of interesting things to look at you have something to choose from to watch CUSTOMER SERVICE [6 resl~onses] best thing about it is the customer service and that they are there service is very good - well mannered employees the access when you call them the service is good they come out right away when you call them they give us good service fast and reliable PRICES [5 responses] good value they have good deals very cheap for what you get INTERNET [$ responses] extra cheap internet - fast high speed access intemet service faster than aol Telephone Survey of Cable Subscribers - November '15, 1999 etrok Research · C-7 Appendix C: Open Ended Responses If you were to suggest one thing that would cable service, what would it be? MORE CHANNELS [16 responses] add more good channels availability of more channels expand channels at same cost expanded channel selection for basic cable extend basic to all the channels i like to have more channels more and better channels more channels (4) more channels for a basic rate without expanded fees more channels for less more channels for the money more channels on basic more channels, more sports BETTER PROGRAMMING [86 responses] improve the better movies (5) better programming better programs (19) bigger variety in the programming cable channel that has more movies and not have to pay extra choose good movies for kids current movies cut out shopping channel don't like vulgar language on many shows, love making scenes, just clean up their act eliminate bad programming expand expand programming - i want to be able to have access to more channels fewer repeats include a wider selection of cultural programming instead of showing movies on pay channel i'd rather have it on basic cable less commercials less interruptions by commercials less repeats - better programming C-8 · etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C:Open Ended Responses C~0 If you were to suggest one thing that would cable service, what would it be? MORE CHANNELS [16 responses] add more good channels availability of more channels expand channels at same cost expanded channel selection for basic cable extend basic to all the channels i like to have more channels . more and better channels more channels (4) more channels for a basic rate without expanded fees more channels for less more channels for the money more channels on basic more channels, more sports BETTER. PROGRAMMING [86 responses] improve the better movies (5) better programming better programs (19) bigger variety in the programming cable charmel that has more movies and not have to pay extra choose good movies for kids current movies cut out shopping channel don't like vulgar language on many shows, love making scenes, just clean up their act eliminate bad programming expand expand programming - i want to be able to have access to more channels fewer repeats include a wider selection of cultural programming instead of showing movies on pay channel i'd rather have it on basic cable less commercials less interruptions by commercials less repeats - better programming C-8 · etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C: Open Ended Responses less repetitious on same programming less violence programming like old fashioned family programming making hbo part of basic instead of premium more a&e type channels more channels like the history channel, a&e, and the discovery channel more children programs more choices of programming more cooking shows more eraf~ and cooking and educational programs for seniors more educational programs more family programming more historical programs more learning programs more music channels more non violent programming more old shows more programming for adults and intelligent people more programs for kids more programs on cooking more sports channels more sports stations more things for children more variety more variety of moves and quality more women's channels -romance tv, history channel, sci-fi no having all the best movies at the same time no jerry springer not pleased with some movies - language and sex offer more recent movies at a reasonable price offer the golf channel programs for children put on wgn and i would be happy put something decent on during the day reduce repetition of movies remove programs that are bad for community, society Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · C-9 Appendix C: Open Ended Responses remove the dirty channels selection where you can choose your own channels selectivity o£ programs - some not even worth it show the older type movies, where there is good acting something about histmT-biographies, famous movies stop showing repeats on channels the pay channels repeats their movies like at least 6 times a day there's other programming i'd liked to see like wgn chicago too many infomereials on tv travel programs tv land BETTER INSTALLATION [4 responses] faster installation service for the repair man to show up - especially on the right day man came to install internet service - he just sat around - another came a week later and set everything up in a flash- he was great shorter corridor of time for installation & repair- shorter than half day BETTER RECEPTION/PICTURE QUALITY/TECHNOLOGY [16 responses] better reception (6) clear up channels so i can read words - it's too fuzzy clearer pictures consistency in reception improve reception (4) improve reception stop streaking on channel 2 the higher the channel, the less clear it gets BETTER CUSTOMER SERVICE [13 responses] access to speak to a real person right away instead of the menu when calling the cable company better availability of customer service better clarity on monthly bills better communications better customer service better phone service customer service ease ordering movies - would be nice not to have to call to confirm movies have the option to choose the channels you want to watch C-10 ,, el~ok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix C: Open Ended Responses make it easier to change service reps should be more professional their customer service, not very understanding to be able to choose certain channels exchange channel INTERNET [ 7 responses] can't get at my e-mail from other locations - still have to have aol for email as i travel a lot and need to get my messages i heard the interact service ~home is not reliable include internet link with basic internet service costs too much tci installed internet - drilled 3 holes in stead of one - had to plug holes - but very professional about it they had to drill holes in my house to install interact worked fine but had to disconnect because of cost - $42 a month too high LOWER PRICES [39 responses] add more channels without raising the rates cut their price it could cost less lower the price keep price down less cost and more channel low monthly fee Iow the rates lower cost/price/cheaper (22) lower pay service lower prices to compete with satellite companies lower the rates, more channels movie channel free price price reduction price, price, price to include pay channels as part of basic to lower their price very expensive - lower price OKAY AS IS [33 responses] all good cable is great can't think of anything (13) Telephone Survey of Cable Subscribers - November 15, 1999 etrok Research · C-11 Appendix C: Open Ended Responses does not need improvement i can't think of anything - i'm satisfied with what i've got it's okay as is never had a problem no suggestion not my area of expertise nothing, i like cable nothing, it's okay satisfied there's nothing i can add they seem to be making it better very much satisfied very satisfied (3) MORE PROGRAMMING OPTIONS / FLEXIBILITY [4 responses] like to create your own package of channels - not just choices company gives you more ala carte choices of programs offer better selection of channels - for example, for people who don't want wrestling, can get something else for same amount use just 25% of services - but paying for 75% we don't use, like 24, 25, 3 should be able to pay for just what you use MISCELLANEOUS [4 responses] it would be nice if you could watch a station and video tape another let satellite services carry local channels so I don't need cable open up to competition tv iswhy kids are out of control C-12 o etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon Appendix D: About etrok etrok is a Wyoming-based consulting and research firm providing a variety of services to public and private sector clients throughout the United States in the areas of communication and telecommunication. Established in 1988, the people behind etrok represent decades of first hand, practical experience in research, management, media, advertising and public policy development. Public opinion surveys for local govenunents and other clients are one area of expertise. etrok also provides consulting and research services'in the areas of telecommunication policy and applications, market analysis and government regulation of cable TV. etrok is also the publisher of Cable TV LawManager, the leading computerized roles service for the cable industry. Available by subscription, Cable TV LawManager is a Windows application providing the full text of the Telecommunications Act of 1996, the cable acts of 1992 and 1984, FCC roles plus the full text of key FCC reports and orders, all in an easy to use and fully searchable format. The program is updated at least 10 times a year to ensure subscribers have the latest rules and orders on their computer screen. For more information about any of our services, contact: etrok 970 West Broadway, Suite 550 Jackson Hole, WY 83001 307.734.0200 307.734.2734 fax surveys@etmk, com Telephone Survey of Cable Subscribers- November 15, 1999 etrok Research · C-1 Appendix D: About etrok C-2 . etrok Research Report to Dublin, Livermore, Pleasanton and San Ramon I, IC MEETINGS Get Plugged 'I'P,I-¥ALLEY CABLE TELEVISION FRANCHISE RENEWAL Community Process The Cities of Dublin, Livermore, Pleasanton and Son Roman are currently negotiating a new cable franchise agreement. Community input is key to the success of the process! Public meetings and workshops are scheduled to help determine the Tri-Valleys' future cable television and communication needs. What interests you? ~et involved.., sta~ing thinking and planning for the futurel Fiber Optics ~Inte~active Television ~' Two-Way Communication ~Internet Access ~'OnlJne Services ~'Movies on Demand ~Video Games on Demand Expanded Channel Line-up ~'Telecommuting Distance Learning ~'Local Cable Channels for Public, Education and Government (PEG) Use Participate in one of the following Public Meetings and/or Workshop that most interests you or your organization: Meeting/Workshop Public Location of bate and Time Meeting/Workshop Meeting/Workshop November 3, 1999, 2:00 p.m. Education Dublin Regional Meeting Em. Tri-Valley School Districts 100 Civic Plaza, Dublin November 3, 1999, 7:00 p.m. City of Livermore Livermore Council Chamber Public Meeting 3575 Pacific Avenue November 4, 1999, 2:00 p.m. Business and Dublin I~egional Meeting P,m. Chamber of Commerce 100 Civic Plaza, Dublin November 4, 1999, 7:00 p.m. City of Dublin Dublin Council Chamber Public Meeting 100 Civic Plaza, Dublin November 8, 1999, 2:00 p.m. Community Access Dublin Regional Meeting Em. 100 Civic Plaza, Dublin November 8, 1999, 7:00 p.m. City of Pleasanton Pleasanton Council Chamber Public Meeting 200 Old Bernal Avenue November 16, 1999, 7:00 p.m. City of San Ramon 5an Ramon Council Chamber Public Meeting 2222 Camino Ramon For more information visit one of the Tri-k'alley Cities web sites: www.ci.dublin, ca.us., www.ci.livermore.ca.us, Www.ci.pleasanton. ca.us, or www.ei.san~mmon, ca.us Summary of Public Meetings Meeting Issues Raised November 3, 1999 City of Livermore In Attendance: 12 from the public plus 3 from AT&T.* November 4, 1999 City of Dublin In Attendance: 1 from the public, plus 2 from AT&T.* November 8, 1999 City of Pleasanton In Attendance: 3 from the public.* Approximately two-thirds of the attendees provided testimony regarding problems with Internet access (@home) customer service. This included long hold times, multiple trips to repair problems, inconsistent information provided by representatives, late installations, incorrect billing and problems with calls to non- local offices (e.g., transferred to Denver). See written comments submitted by one speaker (enclosed). Two individuals represented portions of the City currently in areas without cable service, and requested that they be served in any renewed franchise. One person spoke of the desire for foreign language programming. The individual spoke of problems he had with the @Home service (he has cancelled the service). The problems described included promises not kept, delays in getting the service to work properly, 17-47 minute telephone hold times, having to call Denver for service locally. He indicated that the promise of "24/7 service' should stand for 24 hours to get through and 7 days to fix. Two of the three in attendance were from CTV (a Board Member and the Executive Director). There was a general discussion of cable franchising. One attendee spoke of the value of Public Access (this individual also attended the community access meeting held earlier the same day). Meeting Issues Raised November 16, 1999 City of San Ramon In Attendance: 4 from the public plus 1 from AT&T. The issue of competitive providers (overbuilds) was discussed. One person spoke of his difficulties with @Home service (Note: This same person was the sole attendee at the Dublin meeting. See his comments above). A representative of SBC Communications (the phone company) requested that the Cities consider "open access" for internet services. The possibility of adding some local broadcast stations not currently carried was discussed. The possibility of a shorter franchise term (e.g., maximum of 5 years) was discussed. * All meeting attendance totals exclude City staff and TMC. Page: 1 Review of Livermore TCI Cable Internet, by Bill Stewart Overview of my TCl Cable lnternet Service Untimely Installation · My installation took 6 weeks from an order date in late December 1998. · Installers were not properly trained. I had to assist the technician with installing a circuit board. My computer did not restart correctly and I had to walk the technician through recovery procedures. Improper Billing · Took 3 months to correct billing problems. · 2 calls with 45 minutes hold time. · 1 call with 30 minutes hold time. · Credit still pending for recent service outage. Lack of Prompt Phone Support - · 30 minutes on hold is typical, waits often longer. Despite the late hour, I was on hold for over 20 minutes at 11 PM one evening before I gave up. · In May, a support representative told me newly hired staff would reduce hold time to less than ten minutes. Lack of Prompt Repairs · Interact service failed on October 6th. Was scheduled for service in 18 days! · Intemet service restored after 6 days, e-mail service restored after 9 days. No Performance Reporting · TCI will not provide information about its system performance. On October 27th, my download speed slowed to 63 bytes / second, vs. (as high as) 200,000 bytes / second. TCI acknowledged no system problems, and declared that the problem was with my computer; the web sites visited, other Interact slowdowns, etc. TCI was, instead, performing various system upgrades in the service area. Unaccountability · Support supervisors refused to return calls, despite four promises for 24 hour return callbacks. · Livermore supervisors also did not return my requests for calls, despite five personal assurances from a Pleasant Hill representative. · Great difficulty getting honest, reliable service outage information. · On the 10/6 outage, it took two days before TCI acknowledged there even was an outage. During this time, they sent me to Danville to swap my modem, which they diagnosed as defective. The Danville office does not swap equipment, so my trip there was wasted. · Two supPort people hung up on me in the middle of a service call. I have always maintained a professional demeanor while on the phone with TCI. · Local offices are not in the telephone book (e.g., Pleasant Hill). The support staff refused to provide the phone numbers of the local offices. Two separate representatives said there was no such office. 11/03/99 m Recommendations for TCI Franchise Agreement · Adopt similar service standards for both Intemet and Television services. · Perform cable Intemet installations within one week. · Payment options other than credit card. · 90 % of customer service calls shall be answered within 30 seconds. · 90 % of service outages shall be fixed within 12 to 24 hours. · Publish system performance information with sufficient detail to determine if individual homes have adequate performance. · Require written responses to customer email and letters. Currently, any email sent to TCI support receives an automated reply telling you to reset your computer, then call their support William A. Stewart 5335 Wisteria Way Livermore, CA 94550 November 3, 1999 Page: 2 11/03/99 COMMUNITY WORKSHOPS November 3, 1999 City of Dublin Educational Users San Ramon Unified School District 20 of 28 schools currently wired for cable Has submitted a proposal to have AT&T (enclosed): Wire all classrooms and offices Provide a closed circuit TV for every school (3 already have it) Channel space (shared) for each school's studio Estimates cost at $1,500 per school for the closed circuit equipment Proposes the service could be provided as pay-per-view The cost to the schools should be nominal or free Las Positas College Not currently hooked up to cable, but would like to be. The college has its own headend, and would like a cable system connection to this location. Would like to transmit off-campus (distance learning) Currently using ISDN lines on-campus, and plans to upgrade to T-1. Would like a contract re-opener clause for access Upgrade of the Channel 30 studio, and regular future upgrades Pleasanton Schools All classroom are currently wired (some by TCI contract) Would like to see clarification on the responsibility for wiring maintenance Would like to see fiber connections between schools Would like to see more access channels, as need dictates Would like to see School Board meetings cablecast live. Library A new library is planned to be built in 3-4 years. Would like this connected to the cable system. Would like four service connections (2 meeting rooms, 1 conference room and 1 main office). Currently has 1 free connection and paid for a second in the main office. Would like to have two-way communications Would like to cablecast "Story Time" live (pre-school program) Would like the ability for teleconferencing. November 4, 1999 City of Dublin Business Users This meeting was attended by representatives of the Livermore, Pleasanton and San Ramon Chambers of Commerce. A CTV representative also was in attendance. San Ramon Chamber of Commerce Would like to see business areas wired for video and @Work Would like to see the community TV programs carried outside the four cities (e.g., in Danville). Pleasanton Chamber of Commerce TCI currently tapes local events for cablecast on the system. Would like to see this continue and expand. November 8, 1999 City of Dublin Community Access Users Seven people attended this meeting, including a representative from the League of Women's Voters and CTV CTV Provided a written summary of the "Future of Local Television in the Tri Valley" Currently has live capability from Pleasanton City Council Chambers. Would like to see live capability from other locations, including each of the other three cities with each live insertion point connected to the CTV Pleasanton control center. Would like to see additional community channels based on growth Of use. Currently programming is carried on Channels 28 (shared with AT&T), 29 and 30. The availability of programming slots during prime time is diminishing. Interested in high-speed Internet access and Digital channels for CTV programming. Would like to upgrade the studio, field production equipment and playback facilities. CTV is a non-profit organization established in 1983. Excluding City Council meetings, CTV produces 25-30 original programs plus approximately 16 newscasts per month. Two-thirds of CTV's budget is provided by the Cities, with the remainder from grants. Public Access Users Two individuals presented the majority of the Public Access concerns. These included: A desire for specific program listings for Channels 28 and 29 Desires better time slots for programming Public Access on Channel 30, not just on Channel 28 More support for Public Access Need for grass roots issues to be addressed by different viewpoints There should be training for equipment use There should be more logic to the programming schedule Additional comments from others included the desire for a "soapbox" for people to speak and the possibility of having one access channel per City. One individual not in attendance submitted written comments. These comments included (enclosed): A desire for Chabot College Television to be carried on the cable system Provisions for Public, Educational and Governmental Access Competitive bidding for the AT&T franchise League of Women's Voters The representative of the League spoke well of CTV The-Leagues two areas of interest: Public bodies doing the public business Information in advance of elections Additional studio capacity may be needed to more adequately address these areas November 18, 1999 City of Pleasanton CTV Board Meeting This meeting was an opportunity to review the franchise renewal process and for the Board to ask questions. The CTV franchise renewal desires addressed at the November 8 meeting were repeated (see above). There was a desire to see AT&T continue to be responsible for Public Access. SAN RAMON VALLEY UNIFIED SCHOOL DISTRICT 699 Old Oft:hard Drive, Danville, CA 94526 October 13, 1999 TO: Russell Songer FROM: RE: Project "Tree Connect". ...... from DREAM TO REALITY Chester Farrow As a retired high schooI teacher (32 years at Monte Vista - Electronics and TV l~roduction), I've been hired as a consultant to complete the wiring of cable to the classrooms in the San Ramon Valley Unified School District. We are also installing CCTV in every school (27) and district office. We need these CCTV studios to be able to be viewed at home, so for the very first time ever, parents will be directly connected to their child's school. The huge communication gap between schools, the district office a~d parents will be narrowed. Policies, requirements, deadlines, emergency information, tutoring, daily bulletins etc.. 'will be directly disseminated by AT ~: T by cable TV to the home. You e_a~t_d.o that with SatelIite TV. AT & T can make this Seam a reality. My goal for project "Tree.Connect" is to have the following completed by June 1, 2000: every classroom and office at every school as well as the distriot offices wired tbr cable TV. b) CCTV installed at every school and the district office one elementary school (minimum) wired with CCTV reaching the student' homes. d) AT & T cable's promise to complete the other schools and the district office (as ia sec. "C") by June 1, 2001. The San Ramon Valley Unified School District will install wirin~ switches and amplifiers for ~ection "B' above. Each iadi,riduat school and the district office will provide the camera, tripod, microphones and necessary space for their CCTV studio. Also, the San lt~mon Valley Unified School District would be proud to be the AT & T "Beta" site for project "True Connect" for many years m come. D~r 17, I999 5757 W'~ Blvd., Suite 635 Los Angeles, CA As you ~u~,j~e~ th~ l~ard of Dkec~ors of Tri-Valley Commuuity Television has d~v¢lol~ a plan aud budg~ for upfl~--8 aud modemiz~ tb~ siudio facflili~s, ~iui~t aud operatious with funds to b~ allocated lhroush the local ~able r~fr~achise ue~otiaiio~ v~ AT&T Cabl~ This phu and budget ~ill~s our I ~99 sUae~ic plau, as ~d in our ~i~on mud vision T~Vailey Community Television is dedicated to em~ and enriching the mmmuniikm ~h I~al television communication. Our visiort isto baa mode{ of exce{len~e in pul~lic service television- ~th programming, tmchnolugy and facilities that rne~t the r~eeds of time communii{es. CTV has greatly outgrowa/ts pr~ facff~. TI~ staff works /n crowded ~ w/th inadequate smd/o, Fcod~ct/on, office a~_d ~torage areas, The ~~Es and th~ equip~mt are antiquate, d, /~ffSoie~ and oflea damaged. As ~ ~chnology ~ohrcs m dig/tal and HDTV, it/s kn~rativ~ that CrV 1ave the equipment and thc fa~ to meet ks current need~, as well ~ ~be ~t7 to adapt ~o ~¢ favaxc television ~ of~e Tr/-Vdl~y comrmmit7, as es~abli~d in ~c ara~lgc plau. Ii'you have quesfious, please call Darh Stevens at 92~-462-3030 or Sandm Ryau at 9254624371. Thank you ~r your guidauce in this effort. Sincerely, CrV Board of Directoxs Darh Stevens CTV Execu6~ Di~tor cc: Nelson l~iahlo, Deputy City Manager, City' o£Pleasantou Attachn .~at - budg~ Community ?e{evision Slovens, Execulive Director · 4~ Bemo{ Ave., Sim. B - Pleasonion, CA 945~, (925) ~2-3030 Tri-V~lley Connnu~ty Television Equipment and ~e~fiom Moderation Deeemb~ 1999 OiNF_~T~ CAPITAL BUDGET 2. Upgrade m~ster control, ~ server equipmen~ Rcpl~cedmaint~in produefio~ equipmem New and ~nal cameraz; editiv4g, post-produe~n and v~x cqulpme~ nm~ replace second-hand, out-dated equipment _Total .one-time caoi~! budges request $160,000 SITPPLEMENTARY ANNUAL OPERATIONS BUDGET 1. Smffi~ expenses- adj~s~ salaries, initiate benefits, hire additional stuff Current employees are paid below competitive rates and receive no health care or other ~ Five addi~nal ~cfll-tim~ equivalem position~ ~ql help to meet current and future nee~ of CTV. 2. Additional operafioaal expenses /.t~cludes upgrading telephone and Lnteract w/stems, office and 'production supplies, and oth~ opet~onat cxpe~ 3. Equipment mainlemance and replacement expenses $100,000 S~rpplemen~r~ annual o0eratio ,,,hal budget ...... Future Local Television iii'the Tri. Valley CITIES: Live Capability plus Playback Support Live Insertion Three additional cities: Livermore, Dublin, San Ramon. Pleasanton has Live capability, but only from its city council chambers. Playback All live insertion points to include connection to master control switching/scheduling at CTV in Pleasanton Additional Channels A number of additional community channels based on current growth of government and education use. Education may need Live Board Meetings,.distance learning, etc. High Speed internet and Digital channels are also of interest. Upgrade Studio &Field Production, Master Control Playback The production and facilitation needs of the public sector (government,'education, instutional and non-profit) is a continuous upward curve. Even with the devotion of additional capital and operational r~sources to these needs, we are behind the curve in appropriately meeting the scope of work. Tri-Valley Community Television Darla Stevens, Executive Director · 4663 Bernal Ave., Ste. B * Pleasanton, CA 94566 * (925) 462-3373 CTV PROGRAMMING ACTIVITIES REPORT October 1999 City of Pleasanton Employee Recognition Video (Prod. & Post Valley Forum San Ramon City Council Candidates Valley Forum Pleasanton School Board Candidates Valley Forum Livermore City Council Candidates Valley Forum San Ramon City Council Live Call In Byline AAUW: N.O.W. Media Roundtable Conversations: Bob Tucknott "Angel Flight" Conversations: Jim Vice "Woodworking" Conversations: John Shirley "WWlI" Conversations: Veterans Foreign Wars Commander Livermore City Council: Van Production Pleasanton City Council, Live Dublin City Council: Van Production Your Schools (Pleasanton Unified School District) Media Roundtable DSRSD/GMAC Meeting Pleasanton Downtown Specific Plan Meeting San Ramon City Council Candidates: AAUW San Ramon City Council Meeting: Van Production Pleasanton Unified School District, Live Pleasanton Business Today (Pleasanton Chamber of Commerce) Media Roundtable Pleasanton Downtown Specific Plan Meeting L.A.R.P.D. Board Meeting: Van Production Mayors Report (all day studio) C.A.P.P. San Ramon: Van Production Employee Recognition Luncheon Tape Presentation San Ramon City Council Special Meeting: Van Production R.O.P. Studio/Post Livermore Special Y2K Meeting: Van Production Valley Forum.: C.A.P.P. Pleasanton, Livermore, San Ramon Dublin City Council: Van Production Pleasanton City Council: Live Nuclear Regulatory Commission/G.E.Vallecitos Meeting R.O.P. Studio Post League of Women Voters Livermore C.A.P.P.: Van Production Pleasanton Youth Commission taping (for Fresh Take) Livermore City Council: Van Production Tri Valley Community Fund: Studio Television Production Media Roundtable San Ramon City Council Meeting: Van Production Pleasanton Unified School District: Live Byline AAUW: Studio Mayors Report (all day studio) The above list is from our production calendar. In addition, we will have produced seventeen newscasts. The responsibility of making the tapes play accurately on three different channels is a constant. The opportunity for post production for special projects is at times relegated to the wee hours of the morning. Additional post production capabilities must still be increased. CITY OF DUBLEN MEMORANDUM TO: Jeff Eorio, Ellen Axekod, Nelson Fiahlo FROM: Sue Barnes, Management Assistant CTV Budget request DATE: April 1'5, 1999 Attached is the revised worksheet reflecting the CTV proposed budget with a 5% increase. The numbers are different from the ones I calculated in our meeting, because the rate per subscriber is actually $3.8675, rather than $3.87. Since this seemingly small mount actually made a fairly significant difference in the total, I calculated the final numbers using $3.8675. If you have any further questions, call me at 833-6657. c.c. Julie Carter CTV Budget Request: Operations Request Capital Improvement Total $ 252,560 $ 50,000 $ 302,560 (divided by formula) (divided equally) Operations Budget Formula: Operations Request: Total Number of Subscribers Cost per Subscriber: $ 252,560 65,303 $ 3.8675 City Subsribem Cost Per Subscriber Share for Operations Dublin 7,624 Livermore 21,770 Pleasanton 20,632 San Ramon 15,277 $ 3.8675 $ 3.8675 $ 3.8675 $ 3.8675 $ 29,486 $ 84,196 $ 79,794 $ 59,084 Total Budget Request: Dublin Livermore Pleasanton San Ramon Operations $ 29,486 $ 84,196 $ 79,794 $ 59,084 Capital $ 12,500 $ 12,500 $ 12,500 $ 12,500 Total: Total $ 41,986 $ 96,696 $ 92,294 $ 71,584 $ 302,560 City Manager Richard Ambrose City of Dublin Dublin, California March 30, 1999 Dear Mr. Ambrose: This letter is to formally request the FY 1999-2000 CTV Operations Budget and associated specific costs. The Budget committee of the CTV Board, working with Sta~ expanded certain areas from last year, resulting in an increase in the Operations Budget of 8.3%. The full Board passed the Committee's Request. The narrative for the increase is as follows: The into in the mount from last year's,Budget Request is based on the increase in production and engineering activity, and in master-control facilitation of the three channels. Pre~s Releases from agencies, organiTafions and non-profits continue to increase, and calls/contacts requesting coverage continue to increase. Hourly sldlled labor, especially engineering, is critical, involving ongoing in-house repairs and engineering functions. The increase will help ns keep key hourly people. A lesser portion of the increase will begin to increase three salaried personnel (nominally working 3/4 time) tm~ds a more realistic replacement cost The requested Budget increase will help keep, attract, and train the needed caliber of skilIedpeople. For most organizations, administration is a major cost. But CTV personnel are all "hands-on" in getting out the actual product (original programming and on-air master control scheduling), and relatively little personnel time is solelyin administration. CTV must keep pace as we look towards the future, and we need more quality people and the resulting increaed ability to do more quality control, if we are going to continue to be professional. Following is a paragraph that was requested by you in your letter of Feb. I$, regarding the benefits of CTV programming to the City and the Dublin community. CTV actively creates original community service television programming about the Tri-Valley with information serving Tri-Valley residents. CTV manages three community channels in an effort to · accurately and dependably schedule and "make'plaY on air" local programming, both live and tape& CTV serves as a Iow-cost facilitator of television programming for local governments, and public agencies. Specific programming at the discretion of the City of Dublin includes Dublin City Council Meetings and the Dublin Video Newsletter, or other requesm Please accept this narrative and the accompanying proposed Budget for CTV. If you have questions, please contact me. Executive Director Tri-Valley Community Television Darla Stevens, Executive Director · 4663 Bernai Ave., Ste. B · Pieasanton, CA 94566 · (510) 462-3373 To: From: Subj: Date: Richard Ambrose City of Dublin 100 Civic Place Dublin, CA 94568 TriValley Community Television 4663B Bemal Ave Pleasanton, CA 94566 Funding for fiscal year 1999/2000 March 31, 1999 RECEIVED 5 t999 CITY Dear Mr Ambrose: This letter represents the formal funding request for FY 1999/2000 from Tri Valley Community Television. CTV is respectfully requesting the following amounts: Basic Operations (total to be allocated by formula) $260,000 Equipment (per city) $ 12,500 Repairs & Maintenance (per city from TCI allocation) $ 1,000 City Council Meetings (per occurrence) $ 450· Video Newsletter (per ½ hour program) $ 500 These are the basic budget requirements for base programming. Other programming and production will be estimated as required. Back up for the stares 0fthe current year's budget-to-actuals, capital expenditures and a full budget breakdown for the next fiscal year are attached for your information. If you have questions regarding these figures, you may call .Jill Dykes at 373-0153. We appreciate your on going support of Tri Valley Community Television. If you have any other questions regarding this submittal, please call me at 462-3030. Sincerely, Darla Stevens,. Executive Director Tri Valley Community Television Tri-Valley Community Television Dada Stevens, Executive Director · 4663 Bernal Ave., Ste. B · Pleasanton, CA 94566 · (510) 462-3373' Z 'C .LIEIlHX'q Items Needed/Purchased Teleprompter upgrade Scan Converter CompromptedENR Amount Designated 4,000 Amount Spent/Committed 118 3,625 3;743 01-Apr-99 Multi Channel Capacity Upgrade **' Audio/Video equip for 3 channels Hard ddve back up / station breaks VCR 6 3/4" decks for playback Other purchases in process*** 38, Upgrade Editing Equip Hard drive for flyer DVC pro deck Panasonic Edit Bay 3b. Replace Studio Audio Mixer New audio board for control room Telex Intercom 3 Studio Microphones 23,000 10,000 4,000 848 428 179 2,400 12,000 15,855 704 4,649 1,970 7,323 4,658 4,058 6OO 5. Replace Control Room Switcher New switcher 7. Replace Field Cameras** 2 New Cameras and accessories ".. 14,000 · O. 14,000 * 11,128 Other Assets Purchased Small Digital Camera for field Video mixer for van-alternative Control room equipment for school board 0 Totals 55,000 Item about to be ordered. Fiscal year priorities revised FY98 vs FY99. Equipment still in selection process, it will be purchased by year end. 1,623 704 2,412 4,739 ~56~707-~ 98/'99 BUDGETED INCOME CITIES ROP PRODUCTION TVCF GRANT UNDERWRITING & GRANTS VIACOM - REPAIRS PLEDGES & FUNDRAISING DUBBING INTEREST OTHER TOTAL PROJECTED INCOME BUDGETED EXPENSES 'CAPITAL SALARIED PERSONNEL TECH ASST HOURLY CTV HOURLY GF HOURLY ROP 3 CH EXP' PAYROLL TAXES CTV PAYROLL TA~XES GF PAYROLL T~J(ES ROP WORKERS COMP CONTRACTED SERVICES CTV CONTRACTED SERVICES GF VAN RENTAL TELEPHONE INSURANCE DISTRIBUTION BKKPNG, PUBLICITY & ACCTNG OFFICE EXP PRODUCTION EXP TAPES REPAIRS & MAINT RENT/LEASES MEDICAL INSURANCE PAYROLL PROCESSING OTHER HOSPITALITY/PR BANK FEES INTEREST EXP MILEAGE (INTERNS) TOTAL EXPENSES NET EXCESS/(DEFICIT) TRI-VALLEY COMMUNITY TELEVISION BUDGET YEAR TO DATE BUDGETED YTD EA¢ 240.458 160,357 240.458 20,700 12,420 20,700 60.000 55,594 83.391 18,600 18,049 27,074 4,0O0 0 4,00O 2,000 989 1,000 4.000 3,643 4,677 3,000 3,149 3,936 2.000 1,625 2,000 354,758 255,826 287,236 72.000 30,000 82,800 35,000 8,000 10.500 19.230 3,500 800 3,500 2,500 6,000' '12,000 4,000 4,500 2.000 13,500 5,500 8,000 7,000 6,000 8,000 1,800 2,000 500 1,000 0 700 352.050 2.7Q8_ 48,000 15,162 64,371 20,957 4.,296 5.717 10,938 1.641 227 2,471 2,472 5', 487 7,364' 2~782 1~250' 1,521 8,321 4,702 5,570 2,183 2.869 5,134 225 2,236 75 252 211 214 41 229,789 26.037 72,000 25.866' 98,371 34,579 8,592 8.000' 17,938 3,458 859 2.471 3,708' 9.877 11,114 5.673 4,500 2,282 13,982. 6,923 8,355 4,775 6.000 7,701 500 3,354 1,000 1,000 700 214 41 363,821 23,405 VAR TO ACTUAL 0 0 23.391 0 8,474 0 (1.000) 677 936 0 32,478 .0 (4,134) 15,571 (421) ·.592 (2,500) (1.292) (42) 59 (1,029) 1;208' 3,877 (886) 1,673 0 282. 482 1,423 355 (2.226) 0 (299) (1.300) 254 500 0 (20) 214 (659) 11,781 20.697 3t-Mar-99 BUDGETED INCOME CITIES ROP PRODUCTION TVCF GRANT UNDERWRITING & GRANTS TCI - REPAIRS PLEDGES & FUNDRAISING DUBBING INTEREST ADDITIONAL SUPPORT TOTAL PROJECTED INCOME BUDGETED EXPENSES - VARIABLE SALARIED PERSONNEL ENGINEER 3CH/IT/WEB HOURLY CTV HOURLY GF HOURLY ROP PAYROLL TAXES CTV , PAYROLL TAXES GF PAYROLL TAXES ROP CONTRACTED SERVICES CTV CONTRACTED SERVICES GF VAN RENTAL PRODUCTION EXP TAPES DISTRIBUTION REPAIRS & MAINT PROMOTIONS & ADVERTISING HOSPITALITY/PR · BANK/MERCHANT FEES INTEREST EXP FUNDRAISING GENERAL FUND TRI-VALLEY COMMUNITY TELEV~ION PROPOSED BUDGET 99/00 80,000 25,000 1,000 4,5O0 1,850 2,000 114,250 CITY FUNDS 260,000 '4,000 1,850 265,850 35,000 3,700 12.000 10,000 3,000 ROP 20.700 20,700 81,000 32.000 8,000 102,000 22.300 5,000 8,000 5.000 2,500 6,000 1000 1,000 5O0 BUDGETED EXPENSES - FIXED INSURANCE 4,500 TELEPHONE 6,000 WORKERS COMP 3,000 BKKPNG, PUBLICITY & ACCTNG 15,520 OFFICE EXP 7,000 RENT/LEASES 7,000 MEDICAL INSURANCE .. 1,800 PAYROLL PROCESSING 3,500 MILEAGE(INTERNS)/TRANS 500 TOTAL EXPENSES 63,700 323,120 11,000 1,100 5OO 500 500 13.600 TOTAL 260,000 20,700 80,000 0 25,000 4,000 1,000 4,500 3,700 2,000 400,900 81,000 32,OOO 8,000 102,000 35,000 11,000 22,300 3,700 1,100 5,000 12,000 10.000 8,500 5,000 2.500 6,500 1,000 1.500 5O0 0 3,000 4,500 6,000 3,000 15,520 7,000 7,000 1,800 3,500 500 400,420 CAPITAL 50,000 NET EXCESS/(DEFIClT) 50,650 (57,270~) 7,100 480 Julie Carter From: Sent: To: Subject: inger costa [gingedpplinger@yahoo.com] uesday, November 02, 1999 11:52 AM julie.carter@ci.dublin, ca. us cable franchise agreement My name is Ginger Ripplinger. I'm a Dublin resident. I am concerned about the renewal of the current . franchise agreement. TCI, though it claims to support education, has always been a thom in the side of educational access. Though the AT&T now owns the corporation the personnel and attitude has not changed. Last year I took part in a discussion group with other station managers with the same concerns. TCI/AT&T will use any opening to dispose of any type of public access station. I have worked in the educational television field for nearly twenty years. I am the General Manager of Chabot College Television, channel 15 in Hayward. Our station reaches 65,000 homes in the East Bay. We run Distance Learning telecourses, college sports, student and staff produced programming 8am to midnight Monday-Thursday and 8am-5pm fridays. For the last 6 years I have had to fight tooth and nail to keep our station on the air. TCI/AT&T claims they are channel locked and cannot afford to keep providing free access to the schools. I have always found this laughable in that television is the number one money making machine in the media. My concem is that the Td-Valley area will enter into an agreement that will favor the TCI/AT&T conglomerate by not providing for and protecting the communities right to educational, public and government access. All three are separate and distinct formats and should be respected as such. TCl currently offers Public access but does not provide for separate educational and government channels. This does not provide for growth and therefore .does not serve the community. Distance Learning classes for the Td-Vailey community are not readily.available at thistime. Web based · - · classes are not as accessable to all segments of the population as television based courses. An educational access channel provides a necessary venue to freely educate and inform the community. TCl/AT&T would argue that educational programming can be run on the public access station. We run an average of 15 telecourses for college credit per semester. This represents an average of forty hours of educational programming per week. This is not unusual for an active educational. access channel. I would also argue that the Chabot College Distance Education Center is only a moderately active program. Other distance learning programs offer enough programming to provide a complete A.A. or Batchelors degree through on-line and television programming. There's just no way the current public access station, CTV 30, can accomadate that amount of programming and still serve government and public access needs. . - I do not believe that TCI/AT&T has done justice to the Td-Valley community. I implore the City Council to not renew this contract without inviting other companies to offer bids and demanding TCI/AT&T offer more than the current barely acceptable service in order to keep the contract. ~