Minutes 1992 0908 - Laserfiche WebLink

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Minutes - San Leandro City Council Meeting - September 8, 1992 Page - 22 - PUBLIC HEARINGS (continued) Mr. Peron discussed improvements in service. He said 90% of calls are answered within 30 seconds; telephone-abandonment rate has dropped by 50%; United offers 24-hour service calls and seven-days-a-week technicians. He described service interruptions and said they had dropped dramatically since the rebuild, 45.6% since the last reporting period. He said technical performance and customer service have continued to improve. He said in 1991 United paid $337,000 in franchise fees and donated to 144 San Leandro organizations and agencies in time, money, and publicity, and provides free cable tv to 24 public buildings. Kathy Wilson described the TCI Education Project, with which she is involved, which brings cable TV to public schools and educates them on what is available and how it can be used. She also described the Express Program that provides computer information from around the world. She said she is working with all the principals to bring cable to the schools and has spent $11 ,000 in schools this year. She said she also works on local programming in San Leandro and has worked with the City Manger and the "California Dream" video. Council Member Corbett said she had recently received a phone call about a survey on cable TV service and asked if the results would be available. Mr. Peron described two surveys being undertaken nationally and said results would be available. Council Member Perry said she would like to see the partnership like the "California Dream" continued. She said the more information we can get to the public, the better. She said she would like a program designed on getting information to the public. She asked if the problem with bills being received by people two days before the due date has been resolved. Mr. Peron said the largest complaint has been with the due date and imposition of late charges. He said the customer receives the bill 25 days before the late charges go into effect. He said most San Leandro residents are billed from the 15th of the month through the 14th of the next month, and the late charge or due date goes into effect about the 5th of the next month. He said some residents say they pay on the first and the payment is not posted until after the fifth, so there is a late charge. Mr. Peron suggested that people either pay in person at the San Leandro office or mail their payments directly to Hayward. He said labels are included in the bills for mailing. Council Member Perry asked questions about the build-out for the Marina Vista project. Mr. Peron said they are working on it now. Council Member Polvorosa asked if station WWOR could be replaced with station WGN; Mr. Peron said he would check. •