HomeMy WebLinkAboutCOMMUNICATIONS SUPPORT GROUP 7aAGREEMENT TERMINATION
Please complete this form when the attached agreement is no longer in effect. i 15 gL' ? P
Return form to the Sr. Deputy Clerk of the Council (M-30). Call 647-5238 if YCOO S N� A f' ; ,'<._
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Date: f ui
City of Santa Ana
Revised 8-7-03 Clerk of the Council
INSURANCE ON FILE
WORK MAY PROCEED
UNTIL INSURANCE EXPIRES
y -a- 01F
CLERK OF COUNCIL
DATE N0 V 8 2007
o:PRCS(Z)
Carla rthovpKI'm
FIRST AMENDMENT TO
CONSULTANT AGREEMENT
A-2007-247
THIS FIRST AMENDMENT TO CONSULTANT AGREEMENT is entered into
on October 15, 2007, by and between Communications Support Group, a sole
proprietorship ("Consultant") and the City of Santa Ana, a charter city and municipal
corporation of the State of California ("City").
RECITALS:
A. The parties entered into Agreement # A-2006-277, dated October 16, 2006,
(hereinafter "said Agreement") by which Consultant has provided cable television
compliance services to the City.
B. In accordance with the terms and conditions of said Agreement, the parties wish to
amend the Scope of Services, extend the term and increase compensation to pay for
services during the extended term.
WHEREFORE, in consideration of the covenants contained in said Agreement, and
subject to all the terms and conditions of said Agreement, except those amended in this
First Amendment to Consultant Agreement, the parties agree as follows:
1. Section 1, SCOPE OF SERVICES, shall be amended to provide that during the term
from November 1, 2007 through October 31, 2008 Consultant shall perform those
services set forth in Exhibits A- I and B-1, attached hereto. In performance of those
services, City shall continue to provide office space, telephone, computer and printer,
access to City e-mail and parking for Consultant.
2. Section 2.a., COMPENSATION, shall be deleted in its entirety and replaced with the
following:
"City agrees to pay, and Consultant agrees to accept as total payment for its
services a total sum, not to exceed $85,870.00, annually for all hours worked, travel and
expenses during the extended term of said Agreement. Said compensation shall be paid
in 24 equal payments during the one-year renewal of this Agreement."
Section 3, TERM, shall be amended to extend the termination date to October 31,
2008.
4. Except as hereinabove amended, all terms and conditions of said Agreement shall
remain in full force and effect.
IN WITNESS WHEREOF, the parties hereto have executed this First Amendment to
Consultant Agreement on the date and year first written above.
ATTEST:
X pz/'�
PATRICIA E. ALY
Clerk of the Council
APPROVED AS TO FORM:
JOSEPH W. FLETCHER
City Attorney
By:
Lau Sheedy -
Assistant Cityrney
CITY OF SANTA ANA
DAVID N.
City Manager
COMMUNICATIONS SUPPORT
GROUP
EXHIBIT A-1
SCOPE OF SERVICES
Contractor agrees to provide, at the request of the City Manager or his designee, technical
support to City, for the City's Cable Television operations up to twenty-eight (28) hours
per week of which twelve (12) hours will be dedicated to development of the community
bulletin board and including but not limited to cable programming, customer service and
franchise compliance/administration as follows:
1. Monitor currency and accuracy of franchise security and certificate of insurance
documents provided by the Cable Operator.
2. Receive/document resolution to subscriber's complaints and respond to cable
television program inquiries from City Officials and citizens.
3. Assist in providing information for the Santa Ana Board of Parks and Recreation, and
attend meetings as requested or necessary.
4. Monitor cable operator's telephone response time and report results to City.
5. Maintain databases necessary to monitor Cable Operator's compliance to City Cable
Television Subscriber Protection Ordinance and franchise agreement and to provide
information based on inquiries.
6. Maintain in City Cable Office historical and current records of cable television
program, franchise agreement and related documentation.
7. Assist with any organization requirements for programming related to City Channel 3
(CTV3).
8. Assist in supervision of city playback operator for CTV3 regarding monthly
scheduling chart and reports for Parks and Recreation monthly board meeting, tape
and dvd library organization and dvd dub requests.
9. Provide comprehensive technical performance testing of the subscriber cable and I-
NET systems as set forth in Exhibit "B". This testing will be conducted during the
months of July and August.
10. Prepare a comprehensive cable regulatory report documenting overall cable operator
activity, performance and compliance to the franchise agreement. This report will be
completed at the conclusion of the calendar year.
11. Prepare a report documenting operator's compliance to the franchise agreement.
12. Receive files from CCN of initiatives that would be applicable to CTV3 and load
mpegs into city channel 3 Scala System to cablecast on CTV3
13. Review and update equipment list when needed, with City video engineer for current
technology related to franchise renewal renegotiations.
14. Attend meetings as needed related to cable and CTV3 television production.
15. Prepare and maintain the City community bulletin board complete with text, photos,
video, and advanced graphics incorporating City information.
16. Assist City with Scala files, transfers to Marquee and/or other video presentations
such as Santa Ana Zoo, not to exceed $5500.
EXHIBIT B-1
PROOF OF PERFORMANCE TESTING
I. Perform a series of television signal level measurements to ascertain franchise
compliance. All testing shall be coordinated and supervised by Consultant.
A. Test shall be performed at the tap location under the existing conditions.
B. No accommodations shall be made to allow the City to correct problems found
prior to testing.
C. Prior to the commencement of testing, obtain the necessary calibration certificate
for all frequency/voltage sensitive equipment which will be used in the field
testing from the Grantee.
D. A 100' calibrated RG -59 jumper shall be used to connect the output of a
subscriber tap to the input of the measuring equipment.
II. An abbreviated proof of performance check shall be completed for each of the six (6)
Construction Phases. A minimum of five (5) different locations per Construction
Phase for the subscriber cable, and a total of five (5) random locations for each of the
four (4) legs of the Institutional Network (I -NET) shall be selected and tested for
compliance as set forth in the following sections.
A. The following tests shall be performed at the headend prior to field testing and
at all subscriber network test points.
Vistigal carrier levels
Aural carrier levels
Vistigal/Aural difference (calculated)
Sweep Peak -to -Valley
Carrier -to -Noise
Low frequency distortions ("Hum")
Composite Triple Beat
TASO rating of picture distortions on all channels
B. The following inspections shall be made at the headend and at the field test
locations on the Intstitutional Network:
Vistigal carrier levels
Aural carrier levels
Vistigal/Aural difference (calculated)
Sweep Peak -to -Valley
Carrier -to -Noise
Low frequency distortions ("Hum")
TASO rating of picture distortions on all channels
C. The following inspections shall be made at the headend:
Stand -by -carriers
NET patch bays and switching bridges
Stand-by power generators
Radio carriage
Aural levels
Emergency override equipment
Installation of leased access equipment
Microwave and satellite receive equipment
D. The following inspections shall be performed at the Grantee's office and
elsewhere:
Telephone answering equipment
Billing, converter, and converter addressing computer equipment
Parental control lock systems
III. Prepare a final comprehensive report (test and summary report) following the
conclusion of the performance test.
A. The test report shall include a description of testing methods, testing criteria, list
of locations tested, and test scores.
B. The summary report ("Executive Report") shall employ graphs and charts
summarizing the scores of all testpoints and make comparative analysis of the test
results to the minimum standards found in the Grantee's franchise and the current
CFR 47 Part 76 (FCC) Rules and Regulations.
PROOUCL'R m MR 0 3 /'13 /10 7
THIP CENTIFICaTS of *SUED Al A MATTER OF INFORyATJON ONLY AND CONFERS
NO RKIHTS UPON THE CERTIFICATE HOLDER, THIS CERTIFICATE DOES NOT AMi"ND,
STEVE MILLER EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW.
1451 S 1tCSUITE 202
CORONA, CAA.. 92$7y COMPANIES AFFORDING COVERAGE
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SANTA ANA, CA. 92706 �7F7�J LETTERM Ally CL?rTPER IE
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APFOROfID BY THE POLICIES OESCRIOED NO" IB BlrMiIECT TO ALI, THE TAMS, EXCLUSIONS,
AND
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TYPE OF INSURANCE
POLICY NUMBER POLICY CrrEC'IIYE POLICY EXPIMTIDN LIABILITY LIMifs IN THOUSANDS
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CITY OF SANTA ANA,ITS OFFICERS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND VOLUNTEERS
NAMED AS ADDITIONAL INSURED
CITY OF SANTA ANA SHOULD Alm or TNQ ABOVE DgWRIBED POLKBEf RE CANCELLED BI:fORJt rHF Ek -
20 CIVIC CENTER PLAZA PIAATIOJI. OATf THERCOF, THE ISSUING COMPANY WILL ENDEAVOR TO
SANTA ANA, CA. 92/01 MAIL. DAYS WAIT7EN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE
LST, BUT PAI TO MAIL SUCH NOTICE 4N LL IAAPOiE NO O{i1JGATION OR LIABILITY
OF ANY KIND UPON Tm c�nui� aw "- Ii,:�. «_ __ ______
AUG -21-2004 18:05 From:MILLER AGENCY 9512798087 To:7148360902 P.1/1
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This endarstment itmdiMes SUCK insurance as i5 afforled by the provisioti- of Policy
# 913,.)9-88-40 relating h) the following:
1 _ The City +)rS.+nta Alla, 20 Civic (:enter plaza, Santa Arid, Califotnir! S'''701: its
officers, tmployccs, agents, Voiunteerti and representatives are named as additional insureds
(''additional insuicds") i, illi tgpatd tcs 1iabitity and defense or suits arising from the operations
&ad uses Zvi framed by or nn behalf of the named itisured.
7 With respect to claims arising out of iho operations and uses perforined by or on
hchalf of the named imscued, such insurance as is afforded by this policy is phniary and is not
additional to 01• contributing with ra
ith sny other insunce ,;wled by or for the benefit of thr
additional insureds.
3 Thin insurance applies ritrarately tv each insured against whore claim is made or
suit is brought except with respect to the compaury's limits of liability. The inclusion of any
persuit ur urgwiization m an insured shall rust ttffc:et any right %high gmh p - on or organirntkin
wo:1lsf have as a claimant if not so included.
4 With respect to t:ha addilTonal insurers, this insUranee shall riot be cancelled. or
materially reduced in coverage or limits except after thirty (30) day, written notice has beat
giver, to tilt City cf Santa Ana, 20 Civic Center plaza, Sunta Ana, California 91701.
(Completion Of the following, including countersignaturc, is required to make this endorsement
Cfii'rli��.)
Effective 4-2-2007 this endorsement form as a part of
Policy it �= �
Issued to KAT_HE l NF NnWc�c nR rnMytlN tC�O�TI (--SJSR1'04T GRAUR
Named Imured
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Awhor4ed Reprps tital,ive
MEMORANDUM
To: Community Affairs Manager, PRCSA VL3'
From: Cable Administration Office- CTV3 Santa Ana Television
Subject:
Date: January 17, 2008
Programming Annual Report -Time Warner Franchise Compliance Completion
for CTV3 Programming 2007
c
Please find attached the Performance Audit Checklist for January 1, 2007 to December 31,
2007 for Time Warner Communications. Time Warner has concluded their television
programming requirements for the Santa Ana Cable Franchise 2007. This ends their
programming commitment based on the city s cable television franchise. Each item on the
checklist is verified and comments are noted where applicable. Please note the following
highlights:
Time Warner Cable location
Programming Department
3041 E. Miraloma Ave., Anaheim, Ca. 92806
(714) 414-1400 ext. 2761
Current Production Supervisor/Linda Maxwell
Videotape Storage- Linda Maxwell, Time Warner Production Supervisor and Coordinator,
has delivered the previous two years of archival videotape to the City of Santa Ana. The
City will now master any new programs to DVD format and archive up to two years of any
new video productions at the Television Master Control, M-47, Rm. 152 and in storage
areas behind the city council chambers.
Playback- Videotape playback for master programs was performed at Time Warner Cable
at 3041 Miraloma Ave., Anaheim, Ca. 92806 and concluded January 2, 2008. Playback for
all City related television including the Traffic Channel, CTV3 Multi -Media Bulletin Board,
programs still relevant from previous Time Warner productions and outside obtained
programs, such as Orange County Board of Supervisors Meetings, etc., will be cablecast
directly from the city television control room. The City has obtained a new contract part-
time position, "Playback Operator," to organize the monthly programming calendar and
program the city's Leightronix Computer System to view programs for CTV3. New
equipment was acquired and installed during 2007 in preparation for this cross-over to the
City. The new playback operator has been trained to operate this system. CTV3 will
continue to be streamed LIVE via the Internet. Internet viewers will be able to hear and see
CTV3 by logging on-line to the city website at www.santa-ana.orq under 'City Channel 3' to
view the city's now global channel. The playback operator, Mr. Dean Phan, may be
reached in the Television Control Room 153 at (714) 647-6921.
Page 2/Programming Annual Report- Time Warner Compliance to Programming 2007
global channel. The playback operator, Mr. Dean Phan, may be reached in the Television
Control Room 153 at (714) 647-6921.
Mayor's Report- Before recycling, a copy of the "Mayor's State of the City Address" is
provided to the City Library for archival purposes.
Program Logs- The City Cable Administration office and Playback will now keep monthly
programming logs regarding channel content. These will be kept on record for a two year
period as previously provided by Time Warner Cable. Logs may be generated by the
Leightronix playback system and a computer copy made available. Logs will be stored in a
computer file. A list of bulletin board pages created is kept in the cable office as well for a 2 -
year reference.
Technical Issues in 2007- The city channel, CTV3 experienced far less technical problems
in playback and at the headend during 2007 than the previous year. Power outages
impacted Time Warner Cable from time to time as -well -ds the City Control Room. The City
has a 2hr. back-up power system. After that, a manual re -boot occurs and once power is
restored, a computer reboot for the television operating system.
Time Warner was responsive when corrections for shows and videotaping needed to occur.
They were very generous in providing the city many DVD copies upon request. The new
DVD format is compact, easy to carry, mail, store and inexpensive. For future, the City now
has its own ability to make multiple DVD copies (up to 5) at once with a computer generated
label. Copies will be made and provided by the Playback Operator by request.
Time Warner has completed the city's program audit list in full. Time Warner has
stored city archives and provided their records related to programming. Please find
attached the programming audit checklist and the final list of programming for the year
2007.
c: Gerardo Mouet, Executive Director, PRCSA
City Clerk's Office '✓
CTV3 Cable Administration Office
Attachments:
Audit list
Annual programming list
PERFORMANCE AUDIT CHECKLIST- TIME WARNER CABLE 2007
Period from January 1, 2006 to December 31, 2007
Time Warner Cable has met programming requirements for annual year 2007
• Number of programs produced as required by franchise agreement (turns
in on a monthly basis- 46 programs not including city council)
• Description of content of each production
• Screening of tapes for production quality. (Time Warner was responsive
to playback/DVD requests).
• Condition of videotape (Time Warner recycled tape and replaced when
old. Videotapes delivered to Master Control Room at City for final two
years of programming..)
• Number of cablecasts per production (Time Warner provided a monthly
program schedule and cablecast productions regularly with daily, weekly
and monthly replays.)
• Cablecast schedule and discrepancies (No programs were cablecast from
other sources without city permission.)
• Itemization of City programming vs. other sources of programming (based
on franchise requirements provided annual programming list with list of
stories covered in each program).
Minimum of Productions for each year per Settlement Agreement new franchise
beginning 2005. concluded Dec. 31 2007
rrancnise proauctions: includes: 12 Santa Ana Nows a Y2 hour news -
styled magazine program with information about local stories and events.
• 2 Maior Events; such as the "Multi -Cultural & Black History Parade" and
"Fiestas Patrias."
• 10 Special Events; no less than 30 minutes
• 9 Special Programs; called Talk About Town (30 minutes)
• 13 Sports & Activities Shows; called Sports and Activities Scene of which
Four (4)_programs this year were dedicated to Adopt -A -Pet
Special Requirements for proper record keeping
• Time Warner sent monthly programming guides to the City
• Time Warner maintained daily programming logs and made logs available
upon request
• Time Warner will supply the names/addresses of employees/production
staff requiring City access
• Time Warner retained a copy of programs cablecast on CTV3 for a 2yr.
period and made dvd copies available to authorized City personnel
• Time Warner provided to City a monthly written summary report specifying
local programming production and activity.
CABLE
2'3B,
& THE CITY OF SANTA ANA
PARKS, RECREATION & COMMUNITY SERVICES
(Production Report status as of December 31•g 2007)
2007 PROGRAMMING
2 Major Events
10 Special Events
12 Santa Ana Nows
7 Sports & Activities Scenes
10 Special Programs - Talk About Town
4 Adopt A Pet Shows
MAJOR EVENTS
1) Multi -Cultural Parade & Faire - February 3`d (Completed)
2) Fiestas Patrias Parade — September 160 (Completed)
SPECIAL EVENTS
1) Rubber Boot Race - January 201h (CoTRIeted)
2) NAACP Awards Banquet— February 10 (Completed)
3) Youth & Government Program - March 300 (Completed)
4) Mothers Day Celebration @ the Stadium - May 12th (Completed)
5) State of the City Address - June 70 (Completed)
6) Fourth of July Concert in the Park - June 300 (Completed)
7) Bowers Museum (Completed)
8) Sunset @ the Zoo/Rip Ribble Education Station -August 50 (Completed)
9) Salgado Center Talent Show - August 160 (Completed)
10) Children's Winter Holiday Party @ Zoo - December 80 (Completed)
SANTA ANA NOW 2007 UPDATE
SAN 07-01 (Completed)
1) New Years Ball @ SW Senior Center
2) Anteater Exhibit Fundraiser Kick -Off
3) Zoo Volunteer Awards Dinner
SAN 07-02 (Completed)
1) SA River Trail Book
2) Gary Soto Lecture @ Bowers
3) "The Visit' Stageplay @ Rude Guerilla Theater
4) TET Festival
SAN 07-03 (Completed)
Linda Maxwell
Linda Maxwell
Fina Bentley
Fina Bentley
Luis Sanchez
Fina Bentley
Ed Stanley
1)
Cesar Chavez Celebration
Linda Maxwell
2)
Community Health Fair
Fina Bentley
3)
Byways to Highways Exhibit @ Old Courthouse Museum
Linda Maxwell
4)
EITC PSA
Joe Baranowski
SAN 07-04 (Completed)
1)
Latino Hero Celebration
Linda Maxwell
2)
Day of Good Deeds
Joe Baranowski
3)
Xeriscaping
Art Talavera
4)
Ansel Adams Exhibit @ Bowers
Fina Bentley
SAN 07-05 (Completed)
1)
Floral Park Home & Garden Tour
Zaida Davis
2)
Gems Exhibit @ Bowers
Linda Maxwell
3)
Kideseum Re -Opening Celebration
Zaida Davis
SAN 07-06 (Completed)
1) Community Health Fair Linda Maxwell
2) Relay for Life Fina Bentley
3) Arbor Day Celebration Linda Maxwell
SAN 07-07 (Completed)
1) EI Salvador Center Ribbon Cutting Linda Maxwell
2) OCHSA Serenades the Zoo Fina Bentley
3) Firefighter Appreciation Day Linda Maxwell
SAN 07-08 (Completed)
1) South Main Street Archway Dedication Linda Maxwell
2) Rags Newstand Zaida Davis
3) Dunn Edwards Grand Opening Linda Maxwell
4) Vine Planting @ Madison Park Zaida Davis
SAN 07-09 (Completed)
1)
Going Green Workshop
Zaida Davis
2)
Water Tower Restoration
Linda Maxwell
3)
Boo at the Zoo Promo
Art Talavera
4)
Community Communication Network
Linda Maxwell
SAN 07-10 (Completed)
1) Armorlite Roofing Technology Linda Maxwell
2) Youth Expo Ed Stanley
3) Community Learning Center Zaida Davis
4) SW Sr. Ctr. Halloween Dance Fina Bentley
SAN 07-11 (Completed)
1) Bank of the West Grand Open @ City Place Linda Maxwell
2) OCHSA Guys & Dolls Joe Baranowski
3) Karate Tournament/Food Drive Linda Maxwell
SAN 07-12 (Completed)
1)
Holiday Tree Lighting @ City Place
Ed Stanley
2)
Holiday Toy Drive @ Mainplace Mall
Linda Maxwell
3)
Wilshire Square Xmas Parade
Fina Bentley
(In
Post -Production)
4)
Santiago Nature Reserve Center
Linda Maxwell
5)
Road Improvements
Fina Bentley
6)
EITC Information
Linda Maxwell
SANTA ANA SPORTS & ACTIVITIES SCENE 2007 UPDATE
SASAS 07-01 (Completed)
1) High School Basketball Joe Rodriguez
2) Soccer Joe Rodriguez
SASAS 07-02 (Completed)
1) Zoo Birthday Fina Bentley
2) State Champions — Mater Dei Joe Rodriguez
3) EITC PSA— English Luis Herrera
4) EITC PSA—Spanish Luis Herrera
SASAS 07-03 (Completed)
1)
Moonlight Tour @ Santiago Park
Zaida Davis
2)
Cooking Healthy w/ Chef Mike
Fina Bentley
3)
Bike Club Promo
Joe Baranowski
4)
EITC PSA Alternate Version — English
Luis Herrera
5)
EITC PSA Alternate Version — Spanish
Luis Herrera
6)
Girls Fit & Nutrition Club
Zaida Davis
7)
Pop Warner Promo
Joe Baranowski
SASAS 07-04 (Completed)
1)
New Turf -@the Stadium
Linda Maxwell
2)
Little League Baseball
Zaida Davis
3)
Pool Safety PSA
Joe Baranowski
4)
Summer Aquatics Program
Linda Maxwell
5)
Advanced Drawing Class @ OCCTAC
Linda Maxwell
6)
Sunset @ the Zoo (July Concert)
Fina Bentley
SASAS 07-05 (Completed)
1)
Classic Car Show
Zaida Davis
2)
Citizenship Fee Increase PSA (English)
Art Talavera
3)
Citizenship Fee Increase PSA (Spanish)
Art Talavera
4)
Plant Native PSA
Zaida Davis
5)
Compost PSA
Zaida Davis
6)
Go Green PSA
Zaida Davis
SASAS 07-06 (Completed)
1) Zoofari Zaida Davis
SASAS 07-07 (Completed)
1) Chinese Calligraphy Zaida Davis
2) Karate Tournament Linda Maxwell
3) Pop Warner Football Opening Ceremony Joe Baranowski
4) Historical Cemetery Tour Joe Baranowski
TALK ABOUT TOWN 2007 UPDATE
TALK ABOUT TOWN 07-01 (Completed)
"A Journey into Impressionism" Lecture @ Bowers Linda Maxwell
TALK ABOUT TOWN 07-02 (Completed)
"Along the Silk Road" Lecture @ Bowers Zaida Davis
TALK ABOUT TOWN 07-03 (Completed)
Harvey's 10'" Anniversary Linda Maxwell
TALK ABOUT TOWN 07-04 (Completed)
Journey From the Fall Kathy Bowers
TALK ABOUT TOWN 07-05 (Completed)
Mammapalooza Zaida Davis
TALK ABOUT TOWN 07-06 (Completed)
Summer Skin Care Fina Bentley
TALK ABOUT TOWN 07-07 (Completed)
Flamenco Institute -Al Sur del Corazon pt.1 Kathy Bowers
TALK ABOUT TOWN 07-08 (Completed)
Flamenco Institute -Al Sur del Corazon pt. 2 Kathy Bowers
TALK ABOUT TOWN 07-09 (Completed)
Day of the Dead Fina Bentley
TALK ABOUT TOWN 07-10 (Completed)
Washington Square Mardis Gras Concert Linda Maxwell
ADOPT A PET
1) Older Cat Care (Completed)
2) OCHSA Serenades the Animals @ the Zoo (Completed)
3) Police K-9 Show (Completed)
4) Special Dogs (Completed)
MEMORANDUM
Community Affairs Manager
To: PRCSA
From: Cable Administration Office
Subject: 2007 Annual Cable
4} acV7ay/
Date: February 7, 2008
Please find attached a summary of Time Warner Cable regulatory and performance items for the year
2007. This summation includes Time Warner key areas including Customer Service Response, Rate
Changes, Subscriber Access to Time Warner Cable, Subscriber Complaints, City Channel
Programming, Annual Technical and Proof of Performance Test and System Outages.
Please review at your convenience. I will be happy to review any areas of this report.
C: Gerardo Mouet, Executive Director, PRCSA
City Clerk's Office
Cable Office
Attachments
A- Time Warner Channel Line-up
B- Time Warner Service Packages with rates
C- Time Warner Consumer Information
D- Time Warner Customer Service Standards
E- Time Warner Technical Statistics
CABLE TELEVISION ANNUAL REPORT — 2007
The purpose of this annual report is to provide a summary of the events that
impacted cable television subscribers residing within the City of Santa Ana during
2007.
Cable System History
Time Warner Cable purchased Adelphia Communications systems during 2005,
but did not assume the full franchise responsibility until Adelphia emerged from
bankruptcy July 31, 2006. Beginning August 15`, 2006, Time Warner Cable
began its step-by—step identity change, channel line-up change and
administration re -organization and roll out of services. These changes continued
throughout 2007. The city cable administration office has met with and is
currently in contact with Time Warner's Vice President of Governmental
Relations, Kristy Hennessey and the "OTP," Office of the President, for customer
services cable assistance issues. Emails for Time Warner respresentatives
include: Kristy. Hen nesseydtwcable.com and dl-los-south-otp(a)_twcable.com, the
OTP's customer service email address. Kristy Hennessey may be reached at
(909) 975-3406 with a mailing address at 1500 Auto Center Drive, Ontario, Ca
91761.
The city is in year three of a fifteen (15) year franchise timeline that began fiscal
year, July 1, 2005.
Cable Franchise
• Capital Grant- The City utilized funds in its first application from a
$450,000 PEG capital support grant for television and communications
equipment to upgrade its city council chamber television equipment.
Equipment was ordered in 2006 and installed in stages during 2007 for
new digital state-of-the-art equipment to modernize the twenty-five (25)
year old analog television control room. The upgrade allows for future -
known technology providing digital signal and broadband capabilities.
Headsets for Spanish translation were included for the city council
chambers. Cost for this upgrade was approximately $250,000.
Additionally, equipment funds from the equipment grant were used to
purchase ten (10) digital screens installed in public places within
Santa Ana. The screens are used to inform and educate the
community for emergency preparedness and city information pertinent
to residents. Cost approximates at $150,000.
1
Annual Report/2007
A second application for funds was allotted to cover costs of $37,000
from the equipment grant to upgrade the master control room to fiber
from an analog signal. This upgraded the program signal quality for
CTV3 and programs cablecast from city hall on the local cable system.
The fiber line for CTV3 was completed during 2007 and a fiber
modulator installed to connect the city to the Time Warner Cable fiber
network.
The third application of $50,000 of the initial grant is slated for offset
costs for Coaxial [-Net capital expenses, the cost for a two-year period
for Institutional Network (I -Net) equipment maintenance. The city plan
migrated away from the (I -Net) prior to June 30`h, 2007 to new
technology including fiber and internet. Notification was sent
previously in August 2005 to all I -Net users, schools, college and city
fire departments to notify them of this change and to encourage them
to plan accordingly for this migration. Santa Ana College and the City
of Santa Ana are now both connected to fiber. Santa Ana Unified
School District (SAUSD) made their own arrangements to continue
utilizing the I -Net with Time Warner Cable and they are the only
Educational Channel users that have not made this transition.
Alexandra Ito, Santa Ana Unified School District engineer stated the
school district has opted to pay for a year of maintenance (2008) with
Time Warner while they are preparing to install a cable fiber
connection line for the SAUSD educational television channel.
• Programming and playback was completed for a total of 46 programs
for CTV3 during 2007 by Time Warner Cable. Program playback
responsibility migrated to the City of Santa Ana on January 3, 2008. To
achieve the programming transition, the city purchased playback
channel equipment during 2007. After installation, a playback operator
technician, Mr. Dean Phan was hired and trained to playback the city's
programs including programs such as City Council Meetings, Orange
County Board of Supervisor Meetings, outside videos obtained for the
channel, video shorts and public service announcements. The city
produces and records its own city council meetings and is now totally
independent from production assistance at Time Warner Cable.
• Cable Assistance Plan- Time Warner continues to provide low-ncome
cable assistance for all those who qualify including seniors. The city
worked to establish a senior discount rate, however Time Warner is
offering the low-income service to all. This is a discount of 20% of the
Time Warner Standard Cable service. Those purchasing Standard
Cable at $50.00 dollars would receive a discount of $10.00 from their
cable bill. Subscribers may also purchase a limited level of service for
2
Annual Report12007
$15.00 (without tax) that includes the first 33 channels only of
broadcast required channels.
Cable Operator
Time Warner's channel line-up has changed frequently during their last year with
standardization to their national channels list, some channels being removed or
replaced and a change in services being offered. The current industry trend is to
bundle or package services at a lower rate for subscribers, yet bring in more
revenues to the service providers. Cable companies compete with other satellite
video service providers including telephone companies such at AT&T providing
combination communications services. Packages are termed triple -play or quad -
play which incorporates video service channels, internet, telephone and cell
phone services depending on what packages a subscriber chooses for service.
Video channels are still provided in tiers and consumers may select from a
variety of levels including: broadcast basic standard cable, entertainment cable,
lifestyle channels, kids channels, news and world channels, digital cable, digital
recorder, premium services such as HBO and movies, international services
such as South Asian, Arabic, and Japanese channels, on demand & pay-per-
view choices and a season sports hi -definition services package. Rates vary
depending on combinations of services and are generally cost saving when
consumers bundle video, telephone and internet. These may be purchased
individually or obtained in the packages. A copy of channels, service packages
and service information are attached to this report (attachments A -C).
Santa Ana continued to receive franchise fees on the regular quarterly schedule
during 2007. All insurance and liability forms were received and filed at the City.
Time Warner utilizes the production facility located at 3043 Miraloma Ave.,
Anaheim, California 92806. City council and city representatives may still
participate in five-minute city news briefs at Time Warner production facilities. All
video production under contract for 2007 with Time Warner was completed.
OTP Office of the President Customer Service Office
OTP, Office of the President, is a regional vide -president office with a special unit
to handle customer complaints especially designated for cities including the City
of Santa Ana. This office consists of fourteen (14) customer service
representatives. Cable complaints and cable assistance requests are routed via
email to dl-los-south-otp(LDtwcable.com at this special office. Representatives
from the OTP office handle the requests and return completed forms to the city's
cable office for review. Follow-up occurs to make sure all subscriber complaints
were handled appropriately and then each ticket item may be closed. This
attention to detail supports residents with more complaints being resolved to the
3
Annual Report/2007
satisfaction of Santa Ana residents subscribing to Time Warner Cable.
Subscribers also realize that the city has their interest in mind making sure that
Time Warner properly handles these special requests. Subscriber issues are
resolved and often billing credits provided to subscribers that they may not
otherwise receive, such as downtime for loss of service during a cable outage.
Once subscribers realize they are being assisted by the city, they are relieved to
find a system in place that actually resolves their issues.
Customer Service Response
Time Warner maintains their customer service response center in Ontario,
California as well as their regular business offices in Santa Ana. Residents of
Santa Ana calls are normally routed to the Ontario office, then to Colorado
Springs and sometimes to Florida. Time Warner continues to use the original
eleven (11) national call centers provided by Adelphia Cable. The local Santa
Ana office is located at 2020 North Grand St., Santa Ana where residents may
drop off their cable boxes, sign up for new service or receive general customer
service assistance.
Time Warner's transition year, primarily the end of 2006 and carrying through
2007 was not an easy year for customer service. The migration of service
changes and standardization typical of a cable change of ownership was
overwhelming for Time Warner as they dealt with a national change -over for
many cities. Time Warner was unprepared for the level of customer service their
company needed to make the transition a smooth one. The level of subscriber
complaints received by the City reflected the myriad of customer service issues
and problems.
During 2007, the city received approximately 100 complaints regarding Time
Warner Cable. Complaints were primarily regarding lack of customer service
both on the telephone and in the field, long phone wait times, field technical
problems and changes in services offered. Federal standards require a 90%
customer service compliance. Subscribers must answer the phone within thirty
(30) seconds after the initial recordings. Customer service response time
dropped in late 2006 to an extreme low of 25% and crept back to 50% at the
beginning of 2007 finishing the year at 68.02%. The city sent a notification letter
to Time Warner Cable that they were in breach of the City franchise customer
service standards. Time Warner began improving customer service in the last
two quarters of 2007 with a high for one month reaching 79.94% in response
time. They continue to struggle to reach the 90 percentile. The City also placed
non-specific anecdotal customer response calls to Time Warner which reflected
the poor customer service response time. Time Warner has responded that they
are trying to train staff better to handle their increased workload. City residents
have unfortunately received rude service, lack of service and long customer wait
12
Annual Report/2007
times on the telephone. We are now starting to see some improvements in
customer service courtesy and quicker phone response times. Attachment D is a
summary of Time Warner, (previously Adelphia) Customer service response
times for 2007.
Time Warner Location
Time Warner's Main Office is located at 3043 Miraloma Ave., Anaheim, Ca.
92806. Within Santa Ana, the local subscriber office is located at 2020 N. Grand
St., Suite 102, Santa Ana, Ca. 92705. The local location allows subscribers to
make a payment, return equipment, order new services or make changes to an
existing account within the City of Santa Ana. Time Warner does keep local
service trucks at the parking lot at this location to assist with timeliness related to
field response.
Cable Rates
The cable rate structure is now based on packages and tiers of different services
depending on the individual cable subscriber. The high end of service, entitled,
"All the best packages," includes digital Cable, Road Runner internet service and
Digital phone service at a cost of $114.95. Subscribers may choose different
tiers of service with a standard service still available to residents at a cost of
approximately $52.00. Limited basic for cable subscribers is available at the low
end cost of $16.94 and includes the first 33 "broadcast" channels. Costs go up
when a subscriber upgrades to a digital box and adds on a movie service.
Miscellaneous items may also be purchased such as a digital video recorder,
digital service tiers, family choice packages, premium services including Spanish
programming and other international choices, on -demand pay-per-view services,
Hi -Definition sports services, high speed on-line internet, digital home phone
service, installation costs, and special equipment costs such as digital receivers,
HDTV, cable -cards and remote controls.
City Channel Programming
Communications Support Group (CSG) completed the 2007 audit checklist for
the City of Santa Ana and determined that Time Warner Cable successfully
completed the annual programming commitment. A copy of this report has been
filed separately with the City Clerk's Office for 2007.
Public Access Television
Time Warner Cable continues to provide public access television. Public
programs are cablecast regionally on Time Warner Cable 95. A public access
studio for Santa Ana public access users is provided on the campus of Buena
Park High School at 6688 Academy Dr., #401, Buena Park, Ca. 90620. The
W
Annual Report/2007
facility provides a public access coordinator to assist producers, field (ENG)
equipment for production and a studio for talk show format productions. Time
Warner has promoted the public access facility placing flyers at local schools and
businesses and by utilizing the Channel 95 bulletin board to encourage residents
to take television workshops offered at the public access center. Time Warner
continues to program the bulletin board for Public Access Ch. 95 and provide
playback for programming. Overall the Public Access program is successful
providing a regional Orange County access channel.
Technical Test
CSG engineering personnel performed the annual Proof of Performance and
Technical Test based on FCC Regulations for Time Warner Cable in August
2007. Time Warner successfully completed this test and a report has been filed
with the City Clerk's Office.
2nd Street Hub Station
Time Warner Cable maintains the 2nd Street Hub Station within the city of Santa
Ana located at 1115 E. Second St. (cross street is Santa Fe). This hub provides
signal to the City of Santa Ana as well as the city of Newport Beach. The hub
station was found to be in good order by CSG video engineer, Mr. Newell
Whitfield during the annual technical testing completed in August, 2007.
Corrections to the system are witnessed by Mr. Whitfield. A separate technical
report was submitted with details of the testing separate from this report.
System Outages
There were fifty-one (51) system outages in 2007, most being resolved in within
four hours. This was a large improvement from eighty (80) outages in the prior
year. Four (4) minor outages occurred affecting only 20 homes or less. Due to
fiber node placement throughout the city in 1999, outages affect less people
overall and usually do not exceed a maximum of more than 400 homes. Major
outages included problems such as bullet hole repair, shorts in the lines due to
blown fuses and commercial power outages. Other outages included power
supply problems, tripped circuit breakers, bad node modules, blown fuses, switch
changes, bad or damaged distribution cables/connectors/amps, bad optical
transmitters, water damages, paving contractor damages, vandalism repairs and
breaker problems. With nodes serving 400 homes maximum; outages, despite a
long list of technical items that can occur, impact only a small portion of
subscribers compared to previous years of analog service reaching large
portions of the community. Nodes serve smaller areas, thus impacting fewer
subscribers when something goes wrong. Repairs are made quickly and the city
has seen marked improvement in field operations serving 20,182 subscribers,
attachment E.
R
Annual Report/2007
Board of Recreation and Parks
Cable activities are reported to the Board of Parks, Recreation and Community
Services on a monthly basis. Franchise requirements for monthly technical
activity, workload, outages counts, and subscriber counts are included in the park
board's packets for review, questions, answers and any actions required.
Additionally, the board is updated on city's CTV3 bulletin board and
programming. The board often suggests their ideas and any requests they may
have for the city channel.
AT&T
The City Cable Administration office has made contact with Mr. Richard Porras of
AT&T located at 1442 Edinger Ave., Tustin, Ca. 92780. With competition now
available in the marketplace, Santa Ana residents may receive video services via
AT&T telephone. Since video services are offered, AT&T falls under the same
customer service rules as cable subscribers. The cable administration office is
currently working with Ms. Laura Sheedy from the city attorney's office to
implement a proper resolution regarding AT&T. Additionally, AT&T will need to
provide local PEG, Public, Education and Government Access Channels to their
subscribers. As only initial contact has been made, plans to move forward to
technically link the city's television channel, CTV3 to AT&T will begin during
2008. The City will also assist with AT&T to make sure contact and installation
steps are made at the other access channels.
7
TIME WARNER
CABLE
KATHERINE BOWERS 84489900 WX RP 26 002610811272007 NYYYYY
Buena Park, Corona Del Mar, Fullerton, Newport Beach,
Placentia, Santa Ana, Seal Beach
Effective September 2007
Broadcast Basic
KCBS (CBS)
Gmarmentpccess
KNSC(NBC)
KTLA (CW)
KDOC pnd)
KABC (ABC)
KOCE (PBS)
KCAL (Ind)
KTTV(FOX)
KMEX(UNQ
KCOP (My Network TV)
GVC
KJLA (Ind)
KTBN(TBN)
KSCI (Asian)
KOLA Ond)
Leased Access
KPXN(ION)
KWHY (Spanish)
KVMD pnd)
KBEH (Spanish)
KFTB (reletulura )
KRCA (Ind)
KAZA plea)
KCET(PSS)
KVEA (Telemundo)
KLCS (PBS)
TV Guide Channel'
KHIZ (Intl)
Public. Access'
WGN
Edu Access-CSUP
Educational Access'
Standard Cable
FSN West
FSN Prime Ticket
ESPN
ESPN2
The Weather Channel
C -SPAN
Fox News Channel
CNN
Headline News
CNBC
MSNBC
Court TV
ABC Family
Cartoon Network
Disney Channel
Nickelodeon
TV Land
Discovery Channel
TLC
A&E
sab7307c
2
3
4
5
6
7
8
9
11
12
13
14
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
95
96
98
99
33
34
35
36
37
38
40
41
42
43
44
45
46
47
48
49
50
51
53
55
The History Channel
Oxygen
National Geographic
Ufirt me
HGTV
Food Network
E!
Style
TNT
TBS
Spike
USA Network
Comedy Central
Scl R
FX
BET
MTV
VHI
AMC
Bravo
Galavison
The Goff Channel
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
75
76
77
78
Entertainment Channels Too+
Time Warner Cable 101
TBS
TNT
USA Network
FX
Court TV
E!
101
103
104
105
106
107
108
109
110
12
113
114
115
116
117
\118
*119
0120
\121
0122
0123
0124
■ 0125
■ 0126
■ 9127
0128
X129
130
X131
V33
34
0135
Lifestyle Channels
Current TV
Marie Network
Music Channel
Kids Channels
Noll in
Mcktoons
Nick Games 8 Sports'
Nickelodeon
Disney Channel'
Cartoon Network
Boomerang'
Tann Disne
Discovery Itls•
The Science Channel'
Page 5 or 6
140+
0142
00143
\145
\146
147
*148
149
0150
0152
0153
0154
0155
0156
0157
0159
0160
161
0162
\81,163
•164
0167
0168
0169
0170
0171
0172
173
174
180+
\182
0483
0184
165
186
187
0188
•189
\190
9191
News and Warld Channels 200+
C -SPAN'
201
C-SPAN2'
0202
C -SPANS'
0203
The Weather Channel'
204
Headline News'
205
CNN
206
Fox News Channel
207
MSNBC
208
CNOC
209
Discovery Channel
210
TLC
The History Channel
212
History International
0213
Bid
0214
National Geographic
215
1 -888 -TW -CABLE (1-888-892-2253)
www.TiimeWamerCable.com/SoCal
i VAtlory Mx 'Y Chace Tar'- ■Mwlu Trr.'i HD nor Ample Tkr ;` OEvlunnl(ie
FT
oft TIME WARNER
CABLE
KATHERINE BOWERS 64969900 WX RP 26 0025560 092nf)07 NNNNV•r
ALL THE BEST PACKAGES
All the Best (includes Digital Cable", Road Runner
Standard' and Digital Phone Unlimited) .........$114.95
Surf N' View (includes Digital Cable- and Road Runner
Standard') ................................$ 79.95
Talk N' View (includes Digital Cable- and Digital Phone
Unlimited) .................................$ 79.95
Surf N' Talk (includes Road Runner Standard'
and Digital Phone Unlimited) ..................$ 69.95
'Upgrade your Road Runner Standard to
Road Runner Extreme (additional) ..............$ 10.00
Todo Lo Major (Nuestra Tele Paquete", Road Runner
Basic and Digital Phone Unlimited) .............$ 99.95
Ver Y Navegar (Nuestra Tele Paquete" and
Road Runner Basic) .........................$ 69.95
"Upgrade your Dlgital Cable or Nuestra Tele Paquete to
Video Extreme (additional) ....................$ 50.00.
CABLE PACKAGES
Digital Cable Package (includes Standard Cable and
1 Digital tier) ..................... . .........$ 44.95.
o mm yWr Tier. RO. Ir2My C/,nree• Movie[ .;xst &0EV&W
Digital Cable Extreme (includes Standard Cable, choice of
5 tiers, choice of 4 Premium Services, DVR Service
(optional), and Service Protection Plan) .. ,..$104.95
Nuestra Tele Paquete (includes Standard Cable and
Espanol Tier) ........................... ...$ 44.95
Nuestra Tele Basica, (includes Broadcast Basic and
Espahol Tier) ...............................$ 24.95
Broadcast Basic ...........................$ 15.31
Standard Cable (includes Broadcast Basic) ......$ 52.00
DIGITAL SERVICES
Digital Video Recorder Service, per TV ..........$ 4.95
bow 4deo Ydro &Carder'WMW.
Digital Tiers-', (each) .......... ............$ 5.00
Crxese ham lr&vPl p.We, Hawes HQ .4pmisavdE,-P9W
Family Choice— ........ ..................$ 12.99
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Page 5 of 6
PREMIUM SERVICES
Choose from HBO®'*-*, Showtime Unlimited@*-,
STARZ @® ', Cinemax®"'", Playboy TV with Playboy TV
en Espanol.
^-75.rw, a,0e;.a-�vrtakNw2n Hemun.S9wce.su5smylee..
First Premium Service .......................$
15.00
Second Premium Service ....................$
12.00
Third Premium Service ......................$
10.00
Each Additional Premium Service ..............$
8.00
Playboy TV an Espanol ......................$
5.00
OWmv mmw ma:bemva re .Iaybveaw.
INTERNATIONAL SERVICES
ART (Arabic) ...............................$
11.95
CTI Zhong Tian Channel (Mandarin) ............$
11.95
MBC (Korean) .............................$
14.95
SBTN (Vietnamese) .........................$
11.95
RAI International Malian) .....................$
14.95
RTN (Russian) ..............................$
14.95
TV5 Monde (French) ........................$
14.95
TFC (Tagalog) ..............................$
11.95
TV Asia (South Asian) .......................$
14.95
TV Japan (Japanese) ..........................$
24.95
ON DEMAND & PAY-PER-VIEW
Free On Demand (available FREE with Digital Cable) FREE
Movies On Demand - New Releases ...........$
3.99
-Movies On Demand.- Adult ..................$
11.99
On Demand Special Events ...................Varies
Pay -Per -View Movies & Special Events .........Varies
Adult Pay -Per -View Blocks ...................$
11.99
Here On Demand, monthly ...................$
7.99
Howard TV On Demand, monthly ..............$
13.99
Too Much For TV, monthly ....................$
13.99
SEASONAL SPORTS SERVICES -
jJ
Prices Vary
NBA League Pass, MLB Extra Innings, NHL Center Ice,
MLS Direct Kick, ESPN Game Plan, ESPN Full Court
00408 PL
1410. M742b9 64464000
(0250.0260,0310.0360)
I
CABLE
KATHERINE BOWERS 84489900 WX RP 26 002610811272007 NYYYYY Page 3 of 6
TIME WARNER CABLE SERVICE INFORMATION
RATES, CHARGES AND PAYMENT PROCEDURES
The cost of installation, current monthly services rates and security deposits are shown on the front of this Agreement. Your
Time Warner Cable services (cable television, high speed online and digital phone) are billed in advance and payments are
due monthly, by the due date reflected on the face of the invoice. Billed amounts not paid by the due date are delinquent
and subject to a late fee (currently $4.75 including fees and taxes). Time Warner Cable reserves the right with notice to you
to interrupt or disconnect your cable television, high speed online and/or digital phone service if your account is delinquent.
If cable service is temporarily interrupted for non-payment, any past due amount plus one month advance payment must be
received by Time Warner Cable before service will be reactivated. If any of your Time Warner Cable services are
disconnected at the service address, an additional reconnect charge plus other charges and/or a deposit may also apply. If
cable service is disconnected for any reason, all amounts due to Time Warner Cable, including the value of unrecovered
equipment, must be paid upon receipt of the final billing. You will continue to be charged until the disconnect is completed
by the company. If you do not pay the amount owed as shown on the final bill, you agree that Time Warner Cable may also
recover its costs and expenses, including reasonable attorney's fees, incurred in collection of the amount owed. A $10 fee
(including fees and taxes) will be assessed once Time Warner Cable issues the delinquent account to an agency for a field
collections effort. All types of financial reversal transactions such as, but not limited to, Electronic Funds Transfer, checks
returned unpaid by a customer's financial institution, and credit card payments refused by the customer are subject to a $25
service fee. A payment made by check or credit card which is later returned or refused is not considered paid on a timely
basis. This may result in delinquency. A $35 service deposit (check or credit card), or customer's valid social security number
or valid drivers license number is required. The service deposit may be used to offset loss of or damage to cable property
or an outstanding balance. If all cable property is timely returned in proper condition at time of disconnect and all balances
due are paid, the service deposit will be refunded. To learn more about individual rates and packages, please contact our
customer care at 1 -888 -TW -CABLE (1-888-892-2253) or our web site www.timewarnercable.com/socal
URn 1^6 rnvnc VvnAvmcn 11\rwnnV ,IWIX
If you have a complaint you cannot resolve with us, write
505 Van Ness Ave., San Francisco, CA 94102, or at wwwa
If your complaint concerns interstate or International callirm
Washington, DC 20554 or at fccinfoftc.gov, or Call (888)
Note: The CPUC handles complaints of both interstate anc
California consumer protection rules are available online at
a Utilities Commission at Consumer Affairs Branch,
or call (800) 649-7570 or TDD (800) 229-6846.
FCC at Consumer Complaints, 44512th Street, SW,
rTT 1911111. DOC -9100
changes ("slamming"). The
CABLE PROPERTY
All property and equipment installed or provided by Time Warner Cable remains the property of Time Warner Cable.
You are responsible for that property and for that equipment, and you must deliver Home Terminals and remote control
units undamaged (normal wear and tear accepted), to Time Warner Cable upon termination of cable service.
You agree to pay the following amounts for each lost or damaged item:
$254.00 Analog Home Terminal $170.00 Home Networking Router
$90.00 Cable Modem $12.00 Power Adapter
$178.00 Voice Modem $85.00 HDTV Adapter
$522.00 HD Digital Video Recorder $17.00 Remote Control unit
$307.00 HD Home Terminal $43.00 House Amplifier
$531.00 Digital Video Recorder $73.00 Cable Card
$368.00 Digital Home Terminal
Charges are subject to change.
Location
Santa Ana
YOUR LOCAL CABLE STORE LOCATION(S)
Address
2020 North Grand Ave., Ste 102
Santa Ana, CA 92705
Visit www.timewamercable.com/socal for Cable Store locations, available services, and hours of operation.
8448-4000(0260( 58670041
ADELPHIA CUSTOMER SERVICE STANDARD
ACD* GROUP MONTHLY SUMMARY
2007
10 11
Column 1 - IVR - Interactive Voice Routing - Calls handled electronically within the system.
Column 6 - SL - Service Level
Column 9 - ASA - Average Speed of Calls Answered
J
1
2
Calls
3
% of Calls
v
Call
o
L or % of
I-
Abandoned % of Calls
ASA
No. of calls
%Busy
MONTHLY*
Calls
Offered to
Handled
Handled
offered
HCalls
Calls Abandoned
(in
reaching
IVR
within IVR
within IVR
to
wiAnswered
seconds)
busy
Agents
sewithin
]30
30
signal
secondsJan-07
1,641,720
1,204418
73.36%
658,430
550.82%
19.00%
256
0
2.59%
0.34%
Feb -07
1,385,937
1,083,979
78.21%
552,643
533,004
56.00%
15.60%
214
0.11%
Mar -07
1,072,530
952,672
88.82%
409,966
573,552
66.34%
8.10%
139
134
1.65%
Apr -07
1,045,537
917,632
87.77%
375,489
521,638
63.13%
9.00%
0.15%
Ma -07
1,111,919
1,008,804
90.73%
443,239
651,087
70.37%
6.60%
97
0.67%
Jun -07
964,442
911,736
94.54%
361,778
39,067
75.47%
4.00%
59
0.13%
Jul -07
925,025
862,858
93.28%
369,254
75,042
161
72.96%
4.80%
72
0.04%
Aug -07
959,694
898,020
93.57%
372,198
8,717
74.40%
4.60%
73
0.95%
Sep -07
1,102,629
971,492
88.11%
290,790
63,444
61.30%
9.40%
157
0.14%
Oct_07
832,172
803,891
96.60%
313,689
602,276
79.94%
9.50%
51
0.04%
Nov -07
901,128
867,657
96.29%
331,300
629,439
77.95%
2.700
52
0.12%
Dec -07
858,825
806,872
93.95%
313,504
478,024
67.52%
4.40%
94
Y
ANNUAL
12,801,558
11,290,031
89.60%
4,792,280
6,895,891
68.02%
0 8.14 %
1,398
0
0.58%
Column 1 - IVR - Interactive Voice Routing - Calls handled electronically within the system.
Column 6 - SL - Service Level
Column 9 - ASA - Average Speed of Calls Answered
J
TIME WARNER CABLE
Santa Ana Monthly Technical Statistics
HEADEND
SYSTEM RELATED
DROP
CONVERTER
CUST. RELATED
NO FAULT FOUND
NO ACCESS
REFERRED TO OTHER
TOTAL TRUCK ROLLS
SERVICE CALL RATIO
MAJOR OUTAGES
MINOR OUTAGES
PLANNED OUTAGES
P.S. TESTED
Jan -07
12
g
231
232
422
45
0
31
981
5.03%
4
2
0
0
Feb -07
18
4
306
308
448
31
0
24
1139
5.69%
8
0
0
0
Mar -07
76
9
73
136
67
32
0
0
393
1.94%
0
0
0
0
Apr -07
35
5
381
174
478
41
2
1
1117
5.53%
9
1
0
0
May -07
35
5
381
174
478
41
2
1
1117
5.60%
9
1
0
0
Jun -07
20
7
2
0
0
0
0
16
45
0.22%
3
0
0
0
Jul -07
50
21
405
194
524
49
1
0
1244
6.13%
2
2
0
0
Aug -07
49
21
553
186
589
71
7
8
1490
7.27%
2
0
0
0
Sep -07
9
0
310
242
238
36
80
41
956
4.69%
6
0
0
0
Oct -07
11
0
313
226
223
28
95
48
945
4.65%
2
0
0
0
Nov -07
1
0
289
246
237
22
0
29
824
4.08°%
2
0
0
0
Dec -07
7
0
299
253
237
49
91
37
973
4.88%
6
0
0
0
BEGINNING SUBS 19,611 19,517 20,013 20,256 20,192 19,955 20,526 20,305 20,504 20,384 20,309 20,182
TOTAL CONNECTS 1,737 1,567 11,952 749 625 972 1,107 1,159 787 816 722 576
TOTAL DISCONNECTS 1,831 1,071 11,709 813 683 912 1,328 960 907 891 849 816
ENDING SUBS 19,517 20,013 20,256 20,192 19,955 20,015 20,305 20,504 20,384 20,309 20,182 19,944
PENETRATION 24.97°% 25.60% 25.91% 25.87% 25.56% 25.74% 26.11% 26 6% 26.19% 26.09% 25.92% 25.61%
HOMES PASSED 78,171 78,189 78,189 78,038 78,063 77,770 77,771 77,791 77,817 77,845 77,872 77,873
Santa Ana Outages
11/22/2007 -12/21/2007
Time
Elapsed
Area
Subs
Affected
Maj I Min
Comments
0:19
lWisteria / Pacific 1
438
MAJ
I SPI switched to All position
2:25
Highland / Magnolia
300
MAJ
Bad Node Module
0:20
20th / Bush
222
MAJ
Blown Fuse at Node
0:27
McFadden / Newhope
89
MAJ
Bad Commercial Power Meter
0:35
Flower / Keller
72
MAJ
Commercial Power Outage
2:30
McFadden / Mohawk
28
MAJ
Bad Distribution Cable
t , : I ,
PROrWCER -
THIS CERTrICATF IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS
NO RIGHTS UPON THE CERTIFICATE HOLDER_ THIS CERTIFICATE DOES NOT AMEND.
S7EVf- MILLER R MEMO OR ALTXR THE COVERAGE AFFORDED by TF1E POLtCIFS BELOW.
1451 S kIMPAU SEATS; 202 COMPANIES AFFORDING COVERAGE
CORONA, CA. 9287C1 _
COMPANY A FARMERS INSURANCE GROUP OF COMPANILS
A - o�Do ?-,Q IL/7 LETTER
COMPANY
v,&unE D LETTER 13
KATHERINE ROWERS
08A COMMUNICATIONS SUPPORT GROUP LETTERY C
409 EDGCWOOD RD. - -- -
WIAPANY
SANTA ANA, GA. 92706 LEmn
COMPANY E
LETIEH
THIS t5 TO CERTIFY THAT POLICIES OFNtS11R11}!CE L16TE1G WA)W HAVE OaM TO,IW #4UIl1ED NAMED AiO+vfE FOR THE POLICY PERM INDICATED.
NOTWITHSTANDINO ANY REWJIPIiI:ME 0, TERM OR CONOITION OF ANY CONTRACT OR OTHER DOCUMENT WITH Af$PECT TO WHICH THIS CPATMATE MAY
BEISSUED OR IIAY PERTAIN, THE INSURANCE AFFORDED SY THE POL1CISS DESOUBED HEREIN 16 SU"CY TO ALL THE TERMS, EXCLUSIONS, AND CONDI-
TIONS OF SUCH POLICIES.
L'r TYPE OF INSURANCE POLICY NUMBER EAT[ lXL+ MI" E l rn+ LlA91UTY LIAIITH IN THOUSANDS
LT c
_ . lnfl wLC AGAF*:Ari
tSENERAL LIABILITYBODILY
A XX LUMPREIIENSIvF PURI uuuNY $ $
PWMZESKX'EtwTID►),'i 4-2-2008 4-2-2009..
UNDFIiL;NUUNO
OYiOMlH fY
E%:LDiION 6 COLLAPSE HAZARD DAMAGE $
PRODUCTS/COMPLETED OPERATIONS -
CDNTNA(:IUAL Ri A M
cOM01NIn $1,000,c 40
INOCPENX>FNT CUNIRAGTORS
A XX BROAD FORM PROPERTY DAMAGE
PEFISom INJURY PERSONAI INJURY
AUTOMOBILE LIABILITY Bunt y _
ANY AiltU koly PERIDIA $ j0, 000
A ALL OWNFD AUTOS (PRN PA,S.) y 12811-20 10 2-7-2008 2-7-2009 mty
a.i DWNFD AUTOS wAft
PRN PSWANA 1 IKA wULNtl $ f,0, upo
HIREO AUTM
F"OPEATY
NOWOWNCU AUILG DAMAOr- pooGAWE LIQUTY '- `
i-- A f'D
C
f C*4WNt:u $
EXCiSS LIABILITY
UMSRFI,I.A FUHM bl a PO
OTHER IRAN I%6RELLA FORM _ ca+wnto $ (�
WORKERS' COMPENSATION 1C` I '•4. �(i' / i �tnrtrtOHv —
ANO $ IEACN Affl(YW! r
EMPL0YEIY9' LIADILITY ////// $ ^_ IUISEASF POI It:Y ; IMI i,
-
_. $ (DISEASE EXAl iI,1F• i4t -!
r)F.1k:RIPTi0N OF C,F'ERATK)NSrLOCATIONSNEHICL.E, ECIAI. ITEMS -
CITY OF SANTA ANA,ITS OFFICERS, AGENTS, FMPLOYEES, REPRESENTATIVES, AND VOLUNTEERS
NAMED AS ADDITIONAL INSURED
C I f Y OF SANTA ANA SHOULD ANY OF THE ANWVE DESCRIBED PCL. cas RE CANCELLr.D UtFORE THE rX-
7.O CIVIC CEN I -CR PI AZA PIRATICW- DAYS THEREOF, THE ISSUING COMPANY WELL ENDEAVOn TO
SANTA ANA, CA. 92]01 MAIL 3U DAYS WRITTEN NOTICE TO THE CEATWKATIE HOLDEN NAMED TO THE
LM. BUT FAILURE 70 MAIL SUCH NOTICS WIALL IMPOSE Nt.) OOLIGATION oR UAOILrry
Of ANY KIND UPbN COUPANY, I79 BNTS OR FEEPRESENYATIVES
AUTHORIZED AEP NT �jVS
._ _ ,_ Pte_ ---
MAR -06-2008 13:44 From:STEVE MILLER AGENCY 951 279 808( IO:IlY6�or�
EXHIBIT A
,�DJi1 ! IVAL rtyay E'�i3i�h4F,l�fL.�! T
FOR COMMERCIAL GE!MLLLXBILAI Y POLICY
tnsu.rxn�.� t'�:..sr1aY�Ekw ijt,Su?�.Ztiltr _
This cridorw.mew mtxji;ic, , iUCh insus-ailei: as -s affrrdc�d b;,> ihprovis;urrs t)f Policy
71,,09-86-40 miai;ng to the fallnwitsg.
I The City of Swta Anu, 20 Civic t: m -ter 1':aza, Santa Ana, Califotnizs U2701; its
t)tiiee.ry, cntployces, age,Yts. Nuluuieers and xpresenjattves ate named as additional insureda
i"addttiondl insurcds",l wid, -e ,ard to iiability and deierise of suits arib'ing front the operatioug
and uses perfo, ined i7) or on hiehatf of the named Insured.
With rr spc--ct io claims arising cut :X the operatives and uses pef:onried 4y or on
i)eiti,lf Ui, the eruned iivaurt rt, such insurance as is afforded by this policy is pnimary and i; not
additional to yr uwtrt.)u1in� with any other inswance- carried by or 4,6r the bcaefit of the
adift'unal tn.sueds
s. t his insurance applies separately to each insured against whom claim is trade ;,r
sunt i.s hmttgrrt except with tLspcct t, tk a company's lltnits of liahilily. The inclttsiorr of any
persnu of or.,an;zation as an insured shall not affeci any right whish such person or orgtlo;mtion
wu.lrl have as 1 clairnanl if rot so included.
4. With respect to the additiunai insureds, this insw-unce shall not be cancelled, or
m:rteri:?Hy redL-eed in co crnge or 'limits except rafter thirty (30) days written notice has bccu
�ive.n to the Cit; cf Santa Ark's, 20 Civic; Center !'lazy., Sunta And, 011ifornia 92701.
lComplotiou of the foifowirib, ir?cludtng coamersignaturc, i, rcquired to make this endoistinoit
efEcctive,}
Effective 4-2-2008 this endommerit form as a part of
Policy # W,309 -88=3t0-
issued t� KlaTl1CR l hli^BOWECi�i�BA rQMMi s--.-- N 1 L T.! QRS _SURPORI: C ROU42
Named Insured
;\ )
Countersigned by -` � `u;_-
Ai�thori� zed Re;�res�ntat;ve
Communications Support Group
VIDEO PRODUCTIONS pN; 714-836-6280
409 EDGEWOOD RD., SANTA ANA, CA. 92706 FAX: 714-836-0902
email: katbowersL@sbcalobal.net
September 30, 2008
Ms. Lorraine L. McCarty,
Community Affairs Manager, PRCSA
City of Santa Ana
888 W. Santa Ana Blvd., Ste. 200
Santa Ana, Ca. 92701
RE: FCC PROOF OF PERFORMANCE TEST
Dear Lorraine,
Please find the enclosed report for the Time Warner Technical Testing and Proof
of Performance Report with results from Communications Support Group's
(CSG) engineering consultant, Mr. Newell Whitfield. This report reviews the
observations made during the tests Time Warner performed during August 2008.
CSG has found Time Warner to be in compliance with the FCC regulations.
Our report and recommendations have been sent to Ms. Kristy Hennessey, Vice
President, Community Affairs and Mr. James Jakel, Technical Operations, Time
Warner Cable. Corrections were made in the field by Time Warner staff in the
presence of Mr. Whitfield for channel discrepancies for aural and video problems
to meet FCC standard regulations.
Emergency Broadcast testing was also completed successfully during this year's
testing. Please let me know any discussion or questions you may have related to
the technical testing.
Sincerely, ,�)
Katherine A. Bowers
Communications Support Group
Page 21FCC Technical Testing Santa Ana 2008
C: Gerardo Mouet, Executive Director, PRCSA
City Clerk's Office
Cable Office
Attachments -
Letter to Time Warner/Hennessey
CLI Report
Technical Test
Area Map
Time Warner Channel Lineup
Communications Support Group
VIDEO PRODUCTIONS
409 EDGEWOOD RD., SANTA ANA, CA. 92706 PH: 714-836-6280
email: katbowers@sbcglobal.net FAX: 714-836-0902
September 30, 2008
Ms. Kristy Hennessey
Vice President Community Affairs
Time Warner Cable
1500 Auto Center Drive
Ontario, Ca. 91761
RE: FCC Proof of Performance Test
Dear Kristy,
I would like to thank you for your assistance with this years' technical testing for
the Santa Ana Cable System. Please find enclosed the Annual Technical
Testing and Proof of Performance Report based on Federal Communications
Commission (FCC) requirements. Results were compiled by Mr. Newell
Whitfield, Communications Support Group's (CSG) engineering consultant. This
report reviews the observations made during the tests Time Warner Cable
performed during August 2008. CSG has found Time Warner Cable to be
in compliance with the FCC regulations. We have noted in our report that any
needed corrections were made in the field in the presence of Mr. Whitfield.
We appreciated the assistance from Mr. James Jake], Time Warner Technical
Operations and your technical crew for assisting in the field and providing
necessary documentation. Please do not hesitate to contact the television office
at 714-571-4240 is you have any questions about this report or our request.
Congratulations on a positive and successful Proof of Performance Test.
Sincer y,
5`J - �--
Katherine A. Bowers,
CTV3 Administrator for the City of Santa Ana
Page 2/ Santa Ana Technical Test Letter 2008
c: Gerardo Mouet, Executive Director, PRCSA
Lorraine L. McCarty, Community Affairs Manager
Mr. James Jakel, Time Warner Technical Operations
Cable Office
Attachment- Proof of Performance Test
APPROVED BY OMB
1W -04u
FEDERAL COMMUNICATIONS COMMISSION
WASHINGTON, D.C. 20554
BASIC SIGNAL LEAKAGE PERFORMANCE REPORT
FORM 320
Approval Date: Mar 7, 2008 Filing Year: 2008 Confirmation Number: CB31848367
SECTION I -- GENERAL INFORMATION
(1) Cable System Owner: Time Warner NY Cable LLC
Phone Number: (310) 647-3082
Address: 550 NORTH CONTINENTAL BLVD. SUITE 280
EL SEGUNDO CA 90245
(City) (State) (Zip)
(2) Community Served: SANTA ANA
(3) Community Unit No.: CA0957
(4) Physical System Id: 006494
SECTION II --LOCAL SYSTEM INFORMATION
(I) Person(s) Responsible for the Report:
Name: Wasielewslci ? Joylyan
(Last) (First),,, (M)
Phone Number: (909) 975-3450
Address: 1500 Auto Center Drive��J
Ontario CA 91761
(City) (State) (Zip)
(2) Are aeronautical frequencies (108-137 or 225-400 MHz)
used by this cable television system? Yes
(3) TEST RESULTS: CLI: I OLogloo: l0Log13000:
Airspace:
SECTION III -- LEAKAGE PEFORMANCE CRITERIA
For operators conducting measurements on a geographical area that contains more than one Community Unit (e.g.,
headends that serve more than one Community Unit) fill in the measurement information below. NOTE: The
submission of the accompanying exhibits, either B or C, may be incorporated by reference to another Community Unit
filing that had undergone the same measurement tests as this community Unit. That Community Unit must be
identified by its Community Unit Code Number in response to Question (2) or (4) below.
(1) GROUND-BASED MEASUREMENTS: (if used)
(a) Person(s) Responsible for the test:
Name:
(Last) (First)
Phone Number: ( ) -
(b) Miles of plant tested and % of total plant tested: _ in;
(M)
xaa xerm n...
BASIC SIGNAL LEAKAGE PERFORMANCE REPORT
Page 2 —d
SECTION III -- LEAKAGE PERFORMANCE CRITERIA
(Continued)
(c) Time period of the test: From: To:
(mm/dd/yy) (mm/dd/yy)
(d) Equipment Used: (Mhz)
(Make) (Model) (Test Frequency)
(e) Attach as Exhibit B, the CLI calculations & Result including all parameters used. Identify in this Exhibit
all leaks >= 50 uV/m, and show their repaired dates, if any...
(2) AIRSPACE MEASUREMENTS: (if used)
(a) Person(s)/Company Responsible for the test:
Name: The Flyover Company 133.2375 (Mhz)
(Last) (First) (M) (Test Frequency)
Phone Number: (267) 808-3543
(b) Time period of the test: From: 02/26/2008 To: 02/26/2008
(mm/dd/yy) (mm/dd/yy)
(c) Attach as Exhibit C, a full description of the test procedure, a list of the equipment used for the
airspace measurement and a detailed descriptionofthe area covered by these airspace measurements
(set forth in this Exhibit all leaks detectedduring these airspace measurements that were subsequently
repaired and their repair dates, if any).
(d) Recorded data and its analysis:
(i) If analog recordings, include in Exhibit C a graph of the results and indicate the value
of the smoothed out peak values uv/m.
(ii) If digitized recordings, include in Exhibit C a plot of the results and indicate the % of points
recorded digitally below 10 uV/m: 100.0000 % "
SECTION IV -- CERTIFICATION
By signing below the operator certifies that, in the case of an individual operator, he or she is not subject to a denial of
federal benefits that include FCC benefits pursuant to section 5301 of the Anit-Drug Abuse Act of 1988, 21, U.S.C.
862, or, in the case of a non -individual operator (e.g., corporation, partnership or other unincorporated association), no
party to the operator is subject to a denial of federal benefit that includes FCC benefits pursuant to that section. For
the definition of a'party' for these purposes, see 47 CFR, Section 1.2002(b).
I certify that I am FCCComplianceEngineer (Official Title) of Time Warner NY Cable LLC (Legal Name of cable
System Owner), that I have examined this report and that, to the best of my knowledge and belief, all statements in
this report are true, correct and complete, and are made in good faith.
Signed on: 03/07/2008
WILLFUL FALSE STATEMENTS ON THIS FORM ARE PUNISHABLE BY FINE AND/OR IMPRISONMENT
(U.S. CODE, TITLE 18, § 1001) AND /OR REVOCATION OF ANY STATION LICENSE (U.S. CODE, TITLE 47,
§312(A)(1)), AND/OR FORFEITURE (U.S. CODE, TITLE 47, SECTION 503).
2000
FCC Form 320-B CLI of Infinity
42�-.WEWARNER
CABLE
Leak File: 2007
Querv: SANTA ANA - 06/01/2007 THRU 12/31/2007
Test Dates: 01/01/2008 THRU 05/31/2008
Freq. Correlation: Correlated to 121.50 MHz
Plant Total: 516 Miles
Plant Driven: 516 Miles
Percent Driven: 100.0%
Leak Breakdown
As Found
% Total Repaired
% Found
Average Repair
r* Under 20 uV/m
0
0.0% 0
0.0%
0.0 Days
*_20 - 49 uV/m
L 54
_ 32.390 54
._ 100.0%
0.0 Days
100.0%
_
0.0 Days
50 - 99 uV/m
71
42.50/, 71
100 - 249 uV/m
38
22.8% 38
100.0%
0.0 Days
250 - 499 uV/m
3
1.8% 3
100.0%
0.0 Days
500+ uV/m
1
0.6% 1
100.0%
0.0 Days
Totals
167
100.0% 167
100.00/.
0.0 Days
* Leaks not included in CLI calculation
Leaks Per Mile: 0.32
Unrepaired Leaks: 0
Est. Total Leaks: 167
Hours Testing: 350
Miles Per Hour: 1.47
Est. Total Hours: 350
CLI Before Repairs = 62.99
62.99 - 10 * Log10((516 / 516) * 1,989,997)
CLI After Repairs = 0.00
0.00 - 10 * Log 10((516 / 516) * 0)
-:4T-
LES
Page
6/26/2008 7:24:14 AM -- - - - 1
FCC form 320-B .CLI of Infinity
TIME WARNER
c n a tom`_
Leak File: 2008
Query: SANTA ANA - 01/01/2008 THRU 05/31/2008
Test Dates: 01/01/2008 THRU 05/31/2008
Freq. Correlation: Correlated to 121.50 MHz
Plant Total: 516 Miles
Plant Driven: 516 Miles
Percent Driven: 100.0%
Leak Breakdown
As Found
% Total
Repaired
% Found
Average Repair
* Under 20 uV/m
0
0.0% i
_0
0.0%
_ 0-0 Days
-----
20 49uV/m_
--i
+_ - 32I
24.1%
32
- -
100.0%
0.0 Days
-
100.0%
0.0 Days
50 - 99 uV/m 55
--4-1%,
41.4% 55
100 - 249 uV/m
43
32.3%
43
100.0%
0.0 Days
250-499 u V/m
3
2.3%
3
100.0%
0.0 Days
500+ uV/m
0
0.0%
0
0.0%
0.0 Days
Totals
133
100.0%
133
100.0%
0.0 Days
*Leaks not included in UL1 catcuiauon
Leaks Per Mile: 0.26
Unrepaired Leaks: 0
Est, Total Leaks: 133
Hours Testing: 350
Miles Per Hour: 1.47
Est. Total Hours: 350
CLI Before Repairs = 61.94
61.94 - 10 * Log]0((516 / 516) * 1,563,431)
CLI After Repairs - 0.00
0.00 - 10 * Log10((516 1 516) * 0)
-4r-
LES
- - — -- -- — -- Page 1
6/26/2008 7:49:20 AM
ANNUAL TECHNICAL OVERVIEW
TIME WARNER CABLEVISION
COMMUNICATIONS SUPPORT GROUP
VIDEO PRODUCTIONS
TABLE OF CONTENTS
1.
INTRODUCTION
PAGE
1
2.
SCOPE OF OVERVIEW
PAGE
2
3.
TESTING METHODOLOGY
PAGE
3
4,
STAFF QUALIFICATIONS
PAGE
4
5.
EQUIPMENT VERIFICATION
PAGE
5
6.
RESULTS AND OBSERVATIONS
PAGE
5
6.1 HEADEND
PAGE
5
6.2 AUXILIARY POWERING - HEADEND
PAGE
6
6.3 STANDBY POWER - FIELD
PAGE
6
6.4 RESIDENTIAL NETWORK
PAGE
6
6.5 EMERGENCY ALERT SYSTEM
PAGE
7
7.
RECOMMENDATIONS
PAGE
8
8.
COMMENTS, SUMMARY AND OBSERVATIONS
PAGE
9
9.
APPENDIX TEST POINTS
PAGE
11-16
Enclosed in report:
Node Maps
Santa Ana Channel Lineup
TECHNICAL OVERVIEW
TIME WARNER CABLEVISION - SANTA ANA
1. INTRODUCTION
The franchise to provide cable television to the residents of Santa Ana grants the
City the authority to conduct tests determining whether the franchisee is meeting
minimum technical requirements. These requirements are covered in Section
5.10 of the agreement. Santa Ana has been conducting tests of the cable
system on an annual basis since 1983.
In 1992, the Federal Communications Commission (FCC) adopted new rules
governing the method and frequency of cable television technical testing. Under
the new rules, cable systems with at least 1,000 cable subscribers are required
to conduct self -tests of its cable system twice per year to demonstrate
compliance to the signal quality rules. The FCC tests are comparable to those
required under the cable television franchise, and provide information regarding
picture quality (snow, herringbones, bars, etc.). The FCC rules require the cable
operator to conduct complete system tests at least twice annually (at intervals not
to exceed seven months) at test points representative of the entire geographic
area (at least a third being at the longest end of system cascades).
Previously Time Warner requested, and the City agreed, that the 1994 and
subsequent technical tests would follow the procedures set forth by the 1992
Federal Communications Commission (FCC) related to methods and
requirements for conducting proof of performance tests of cable systems. The
FCC rules state that systems between the size of 12,500 and 25,000 subscribers
must test at least seven test points. Time Warner currently has re designed their
distribution methodology which relocated their Headend facility to La Mirada, Ca
to centralize the Headend to feed multiple Time Warner Southern California
cable systems from one Headend facility. This clustering technique affords Time
Warner the recalculation of test points that reduces the number of test points for
Santa Ana from seven to five with an additional number of channels tested from
nine to ten. The rules also require that the tests be performed in the coldest and
warmest periods of the year.
Communications Support Group, VP RPT2008.001 Page 1
Tests must be performed at the same locations each time and are performed
repeatedly in a 24-hour period in order to make comparisons between test
periods. At each test point, electrical tests must be made on at least eight
channels for a 450 MHz system or higher the size of Santa Ana's (Santa Ana is
now a 750MHz system). Subjective picture quality observations were made on
all channels at each test point.
In July, 2008 the City cable consultant, Communications Support Group (CSG),
VP participated in Time Warner's warmest month tests. Mr. Newell Whitfield,
Consulting Engineer oversaw the latter part of these tests (less the 24-hour
tests). Field tests were done in two consecutive days starting on July 24th , 2008
by Time Warner and were completed on July 25th, 2008. Actual measurements
performed on both days were taken by representatives of Time Warner and
witnessed by Mr. Whitfield. Observations were made at the system Headend
and at 5 locations through out the distribution system.
This year is the third round of three years of testing newly chosen test points. A
decision will be made to select five new test points that will continue to represent
a full span of the city beginning in 2009. The same test points are typically
chosen for performance consistency on an annual basis for 3 to 5 years. It was
the request of the city to begin choosing alternating new test points every 3
years. The test locations chosen are located on end of lines and at geographical
extremities of the cable system, which means, complete test point coverage that
encompasses the entire city. A map is attached for a visual of the areas covered
for this years test point locations.
Participants in initial meetings with Mr. Whitfield on July 24, 2008 from Time
Warner included Mr. James Jakel, Technical Operations, Mr. Carlos Contreras
and Jesse Rodriguez, Maintenance 11 Technicians, and Brian Lesnik and Mark
Mercado, Headend Engineers.
2. SCOPE OF OVERVIEW
This report summarizes the findings of Time Warner Cable and CSG. Overview
comments summarize findings in the following areas:
Compliance to Testing Methodology
Staff Qualifications
Equipment Lists
Results and Observation
Communications Support Group, VP RPT2008.001 Page 2
Headend
Subscriber Signal Tap Tests
Levels of low frequency distortion
Levels of composite triple beat
Levels of video and audio
Separation between video carrier and noise
Picture Quality
Visible distortion
Picture clarity
System Powering
Auxiliary Headend Powering
Power plant condition
3. COMPLIANCE TO TESTING METHODOLOGY
In most cases, the test points chosen were at the end of the longest amplifier
cascade depicting the expected worst-case performance in that portion of the
distribution system. With the rebuild, Time Warner has redesigned the cable
plant to a hybrid fiber / coax system, which eliminates long cascades of amplifiers
as well as other technical related problems along with it. The longest cascade in
the new rebuilt system is six.
The 100 -foot drop was connected to the chosen tap or device and the following
measures were made:
1. Picture/Audio Analysis - Each channel is viewed and any imperfections
noted. Mr. Whitfield made observations with confirmation by a Time
Warner representative. Observations of less than excellent pictures are
recorded. Problems noted at Headend are addressed and corrected by
the Headend engineer typically at time of detection. Corrections are
usually made in the presence of Mr. Whitfield and verified by him.
2. Carrier -to -Noise - Baseband signal to noise in dB is measured non -
disruptively by the system analyzer. The results are logged and stored in
the test device memory. This measures the relative "snow" in a picture.
3. Third Order Distortion - Composite Triple Beat - This is ratio, expressed in
dB of the peak RF level of the signal to the average power cluster of
distortion products centered around the carrier. Testing methodology is
performed by momentarily dropping the video carrier on selected channels
while monitoring a system analyzer for distortion in the selected channel
Communications Support Group, VP RPT2008.001 Page 3
spectrum. This measurement identifies beats in a picture, which may or
not be visible in subjective viewing.
4. Low Frequency Distortion (Hum) — This measures the amount of 60 or 120
cycle interference on an unmodulated channel. The system analyzer also
performs this measurement without disrupting the channel. The results
were logged and stored in the test device memory.
5. RF Level Measurements - The level readings of all aural carrier and visual
carrier were measured, automatically logged by the test equipment and
later printed out on hard copy. (The system does not allow any
manipulation of the data once taken.)
7. Visual Carrier Delta - The printout calculates the channel with the highest
video level compared to the channel with the lowest video level and the
"Delta Difference" or "Peak -to -Valley" is reported.
STAFF QUALIFICATIONS
James Jakel
Mr. Jakel has worked 15 '/2 years with Time Warner in the technical
department. Mr Jakel has been recently assigned to the Santa Ana
system in 2008.
Carlos Contreras
Mr. Contreras has worked 15 years in the Technical division with Time
Warner. He has taken numerous NCTI courses and as well as a Fiber
optic certification.
Jesse Rodriguez
Mr. Rodriguez has worked 20 years in the Technical division with Time
Warner. He has taken numerous NCTI courses and as well as a Fiber
optic certification.
Brian Lesnik — Headend Technician — 18 years of experience
It should be noted that in conjunction with the above training and
education, all technical participants have attended specialized training
through Time Warner's own training labs.
Communications Support Group, VP RPT2008.001 Page 4
5. EQUIPMENT LISTS
The test equipment used for this year's proof of performance testing:
• Hewlett Packard 8591-C Spectrum Analyzer.
Serial number 3801AO2431 - Calibration date July 3 d 2008.
• Trialithic 860 — DSP
Serial number 237812 Calibration date July 10, 2008
• Rhode & Schwarz SML01 Signal Generator
Control # 1393 Calibration due date October 31, 2008
6. RESULTS AND OBSERVATIONS
Following are the observations made by Mr. Whitfield and results of the
tests conducted.
6.1 HEADEND
Time Warner has completed their final Headend migration into the La
Mirada facility. The Headend is located at 14899 Artesia Blvd. in La
Mirada, Ca., 90638. The Headend previously located at the Santa Ana
College was decommissioned and Time Warner now operates out of a
new fiber optic distribution Node that was newly constructed in May 2005.
The Node is part of a new system clustering technology that is being
deployed throughout the cable industry today. This clustering technology
takes advantage of fiber optic distribution of broadband content to
multiple cities but originates from one Headend. The Santa Ana
distribution Node is located on 1115 E. Second St. Santa Ana, Ca. (Cross
Street is Santa Fe between 2nd and 3`d St.) This Node delivers dedicated
Santa Ana programming video to their customers.
The Headend Node design layout was detailed and well documented. It
is CSG's recommendation that Time Warner continue to maintain an
orderly and clean headend facility and that ensuring a controlled
temperature environment is critical based on the merging of multiple cities
operating from the single La Mirada facility.
Accessibility was also easily obtained. The property and outside structure
were well maintained, and adequate security measures had been taken
to restrict entry to this area. Time Warner's Visual channel observation at
the Node and subjective visual examinations on all channels at the Node
were improved from previous years. More channels were added to the
Santa Ana channel lineup. A new channel lineup card is included. The in -
Communications Support Group, VP RPT2008.001 Page 5
field video quality is equal to the observations made at the Node. The test
equipment present at the Headend seemed adequate to provide valid test
data requested. The Headend combiner output signal levels maintained a
flat frequency spectrum that represented a well -tuned RF output. Time
Warner has provided two new fiber links to address video quality issues
previously noted in earlier tests. The Santa Ana City Hall now has a
dedicated fiber feed as well as the Santa Ana College channel. Both of
the fiber feeds originate from the Second Street Node greatly improving
the video quality and have satisfied the concerns of the city.
The observed picture quality was very good with no exceptions.
6.2 Auxiliary Headend Powering
The auxiliary power being delivered in the La Mirada headend, is a dual
backup generator running in redundancy mode for much more extensive
fault recovery because this Headend serves video for multiple cities that
includes Santa Ana. The Santa Ana Second St. Node is auxiliary
powered by a 75KW Diesel backup Generator and a UPS system.
6.3 Standby Power Supplies
The Time Warner's long-term plan to install status -monitoring equipment
into the power supply for more proactive monitoring is finally underway.
Currently, Time Warner is installing the status monitoring modules in all
power supplies and pending the software configuration and installation to
complete the project. Estimated completion time is slated for 2009.
The 60 -volt commercially fed power supplies in the field provide system
powering. These units have a battery backup that depending on the draw
from the unit, powering the system for up to two hours should commercial
power fail. In light of the on-going probability of natural disasters in
southern California, standby power supplies are an essential component
of a cable system's emergency operation capacity. Time Warner has
replaced their old power supplies with new Alpha systems power
supplies. This will allow Time Warner to become more pro -active and
minimize downtime in outage situations. Time Warner runs tests on all of
the power supply units on a quarterly basis.
6.4 Residential Network
As noted earlier, distribution system testing was done in two phases. The
first of these tests were performed by Time Warner in February 2008 and
the second phase of testing was performed on July 24th and July 25th
Communications Support Group, VP RPT2008.001 Page 6
2008. These tests were monitored by Mr. Whitfield and were performed
using Hewlett Packard and Trialithic test equipment. The first set of tests
covered the 24-hour test and also shows performance regarding all
carrier levels and required relationships. The second test also covered
carrier levels and expanded to include Carrier to Noise ratio (CIN),
Composite Tripple Beat (CTB), In Channel Response and Hum. The test
locations included as follows:
Test Point
ascade
Aerial/Underground
1
W2_
ode + 5
Aerial
2
ode + 5
Underground
3
ode + 5
Under
round
4
Node + 5
Underground
5
2620 W. Knox
Node + 4
Under
round
Note: With Time Warner rebuild using fiber optics; their deepest cascade in any
part of the system will be 6. This equates to a more reliable infrastructure
that creates small outage areas when problems occur.
Picture quality was observed using a test television set on every channel
at every location during the latter tests at locations 1 - 5. This is a
subjective test and not a specific franchise controlled measurement.
However, subjective quality is the only measure the subscriber uses in
determining how good his/her service is. Depending on circumstances, it
is possible for subjective quality to be unacceptable and to have
performance still meet all specific FCC requirements. It is also possible
for subjective quality to be excellent, yet miss one or more specific
requirements. For these reasons, a combination of objective and
subjective analysis has been used. Time Warner test channels are as
follows: Channels 6, 18, 8, 12, 26, 32, 38, 48, 63, and 78 (ch.6 used for
Hum measurement).
Overall, performance of the outside test points was very good. All levels
were within FCC required specifications and picture quality was good.
6.5 Emergency Alert System
CSG recommends that Time Warner provide the data for the EAS test at
least once annually and include it in the report. Time Warner has
provided this years test documentation that shows weekly and monthly
testing currently being performed on the EAS system. In reviewing these
test results, this has satisfied CSG's requirements for EAS testing.
Communications Support Group, VP RPT2008.001 Page 7
RECOMMENDATIONS
It is the recommendation of Communications Support Group that Time Warner
Cablevision of Santa Ana is considered in compliance with the technical standards of
the Federal Communications Commission. The following summarizes the areas in
need of clarification:
1) Form and Content of the Summer FCC Proof Report:
The City should review the final document and insure it is correct
form.
2) Other residential system performance matters to be addressed.
A. Other FCC rules require Time Warner to file periodic
performance results related to Cumulative Leakage (RF
radiation). CSG recommends that Time Warner be required
to file a copy of its most recent CLI report filed with the City.
3) Calibration of test equipment
Time Warner has adhered to the rules and regulations of the FCC
proof of performance testing in regards to test equipment
calibration. The calibration dates of test equipment used are
included in the report.
4) Time Warner Main Office Location
Time Warner has moved their main office and local origination
programming from the city of Santa Ana. The office and playback
is now located in two locations in southern California. One is
located at Time Warner's main office is located at 3041 E. Mira
Loma Ave, Anaheim CA 92806, and the second playback station
is located in their Costa Mesa office located at 200 Palorino in
Costa Mesa, Ca. All Time Warner administration and customer
service originates from this facility.
A Santa Ana customer service office is located at 2020 N. Grand
St. in Santa Ana to assist subscribers with billing and modem
pickup and drop/off services. This is a walk-in local office with
normal operating hours.
Communications Support Group, VP RPT2008.001 Page 8
5) La Mirada Headend:
Time Warner's commitment to move their Orange County
Headend distribution services to the new La Mirada Headend
facility in February 2004 has been achieved. This industry
standard clustering technology provides new testing procedures
for test point calculations for all future proof of performance
testing.
COMMENTS
INET: The Santa Ana Unified School District is in the process to move all of its
schools from the INET to dedicated T1 lines for data transmissions. This will
remove all data services from the INET that was of concern to Time Warner
and the City.
Currently Time Warner continues to provide support and maintenance on the
INET for the Santa Ana Unified School District until the school is able to place
fiber in their facility.
SUMMARY
In summary, Time Warner has fulfilled their technical obligations to the city and
the FCC regarding testing. With the new build complete, Time Warner's future
testing should continue to improve through the use of the fiber hybrid
technology. Time Warner is providing two-way services that include voice and
data services (i.e., cable modems) to the city of Santa Ana. There are no FCC
standards or test requirements for data services at this time; however, if
broadband data becomes a mainstream commodity, there will be a need to
address a level of standard service agreement requirements for adherence
between Time Warner and the City.
OBSERVATIONS
Time Warner is using GPS (global positioning satellite) technology for on time
tracking of their technical and installation vehicles and their CLI monitoring. This
has improved their performance in productivity and ability to isolate and repair
cable system leaks. Time Warner has provided and is included in the report, an
extensive and detailed scope of the CLI testing procedures used for the city of
Santa Ana.
CSG finds Time Warner to be in compliance to the testing requirements of the
FCC rules at Section 76.601 (e.g. timing of tests, type of tests, number of test
Communications Support Group, VP RPT2008.001 Page 9
points, location of test points, etc.). All tests were performed per Federal
Communications Commission's guidelines.
Communications Support Group, VP RPT2008.001 Pagel 0
APPENDIX
SUMMARY SHEETS
FOR TEST POINTS IN
SANTA ANA
Communications Support Group, VP RPT2008.001 Page 11
TEST POINT # 1
3506 S. GARNSEY
Channel
ICR
CSO
CTB
CTN
Comment
6
.2
67.5
66.2
52.5
PASS
18
.2
66.9
62.0
48.3
PASS
8
.4
66.2
63.1
48.2
PASS
12
.2
66.6
63.0
48.0
PASS
26
.3
62.4
59.2
52.1
PASS
32
.3
61.7
57.6
47.4
PASS
38
.2
64.8
60.4
54.3
PASS
48
.2
61.9
60.3
51.8
PASS
63
.2
66.4
61.5
60.2
PASS
78
.2
60.6
57.7
52.0
PASS
Hum
Ch.6 .8%
Communications Support Group, VP RPT2008.001 Page 12
TEST POINT # 2
2514 POPLAR
Channel
ICR
CSO
CTB
CTN
Comment
6
.3
68.0
67.4
53.5
PASS
18
.2
71.3
66.5
58.8
PASS
8
.3
65.3
61.5
59.7
PASS
12
.1
74.4
59.1
60.4
PASS
26
.2
71.4
61.7
53.2
PASS
32
.3
68.0
58.5
59.7
PASS
38
.3
71.4
58.9
55.6
PASS
48
.2
72.0
61.6
58.2
PASS
63
.5
69.7
62.5
53.6
PASS
78
.3
67.3
61.3
53.5
PASS
Hum
Ch.6 .6 %
Communications Support Group, VP RPT2008.001 Page 13
TEST POINT # 3
2718 TOWNLEY
Channel
ICR
CSO
CTB
CTN
Comment
6
.3
65.6
66.5
55.1
PASS
18
.4
63.5
60.0
51.7
PASS
8
.4
67.1
63.4
66.1
PASS
12
.3
64.9
61.1
61.3
PASS
26
.8
60.4
60.3
51.2
PASS
32
.3
57.5
52.6
52,8
PASS
38
.2
63.1
58.1
53.3
PASS
48
.3
64.6
60.2
50.2
PASS
63
.3
63.1
58.4
50.6
PASS
78
.3
65.1
60.9
48.2
PASS
Hum
Ch.6 .8%
Communications Support Group, VP RPT2008.001 Page 14
TEST POINT # 4
2620 W. KNOX
Channel
ICR
CSO
CTB
CTN
Comment
6
.3
63.5
66.6
62.5
PASS
18
.2
66.7
58.5
51.4
PASS
8
.4
68.3
62.0
51.9
PASS
12
.4
64.1
60.8
49.6
PASS
26
.2
63.7
60.0
52.6
PASS
32
.4
60.4
61.4
49.9
PASS
38
.4
62.3
58.8
49.2
PASS
48
.2
60.4
59.6
51.3
PASS
63
.4
63.2
56.4
52.0
PASS
78
.2
62.1 1
60.6
50.9
PASS
Hum
Ch.6 .8%
Communications Support Group, VP RPT2008.001 Page 15
TEST POINT # 5
2031 BARCLAY
Channel
ICR
CSO
CTB
CTN
Comment
6
.3
61.4
69.3
61.6
PASS
18
.4
71.9
64.4
59.6
PASS
8
.2
64.6
59.4
54.3
PASS
12
.2
67.1
59.8
56.9
PASS
26
.3
60.7
60.2
52.5
PASS
32
.4
63.8
60.8
51.1
PASS
38
.3
63.3
60.3
55.7
PASS
48
.2
68.9
60.1
51.6
PASS
63
.4
66.1
54.9
54.0
PASS
78
.1
66.1
59.2
50.1
PASS
Hum
Ch.6 .8%
Communications Support Group, VP RPT2008.001 Page 16
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