HomeMy WebLinkAboutIR 8065 INFORMAL REPORT TO CITY COUNCIL MEMBERS No-
�NARTEp,.O
�,» y To the Mayor and Members of the City Council April 22, 1997
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Texts Subject: RENEWAL OF ANNUAL PURCHASE AGREEMENTS
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Mai- , 1997.
Renewal of the attached list of annual purchase agreements may be accomplished by
written notice from the City Manager (or his designated representative) to the vendor
within sixty (60) days of the expiration of the prior term of the agreement. Renewal does
not require specific City Council approval, provided that the City Council has
appropriated sufficient funds to satisfy the City's obligations during the renewal term.
The performance of the listed vendors has been satisfactory, Sufficient funds have been
appropriated by the City Council to satisfy the City's obligations during the renewal term
of the agreements. Therefore, the Cite wi11 exercise the renewal options in the
agreements and extend the agreements for another year.
1 Terrell,V�k.ob
ity Manager
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MY SECRETARY
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INFORMAL REPORT TO CITY CUUNCIL MEMBERS No.
T April 22, 1997
To the Mayor and Members of the City Council
Subject: QUARTERLY CUSTOMER SERVICE REPORT OF MARCUS CABLE
On November 1, 1995, the Fort Worth cable television franchise transferred from Sammons
Communications to Marcus Cable Associates.
With the transfer, the City implemented a customer service monitoring plan which includes taking
citizens' complaints, testing the time for a Custorner Service Representative to answer the Marcus
telephone lines and recording outages on the system by MAPSCO location. The city cable staff
fills in a form with the citizen's concern and seeks to get satisfaction for the subscriber from the
customer service representatives. When information is faxed back, staff contacts the subscriber to
find out if their concern has been resolved.
The following information reflects the number and type of telephone calls received during the
quarter ending March 31, 1997:
Citizen Cable Complaint Calls 351
Citizen General Information Calls 310
Average Number of Citizen Calls—Daily I I
Cable Outages by Month
January 64
February 85*
March 114*
*Construction to upgrade the cable systern
began in February and accounts for the increases
During the last quarter, both citizens and city staff experienced difficulties and delays in reaching
Marcus Custorrier Service Representatives. The longest "hold" for a representative by the city was
seven minutes. Marcus has indicated that it has hired a new customer service manager, is
providing intensive one-on-one customer service representative training and supervisory training,
implementing a customer quality program, moved into modern and adequate facilities, as well, as
making other improvements.
The city will continue to monitor customer service response.
Bob Terrell FT. WORT",
City Manager
ISSUED BY THE CITY MANAGER FORT WORTH,TEXAS
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