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FiberNet Advisory Board Minutes 12-14-2010MINUTES FIBERNET MONTICELLO ADVISORY BOARD MEETING Tuesday, December 14, 2010 — 6 p.m. Present: Glen Posusta, Wayne Mayer, Clint Herbst, Jon Morphew, Dennis Sullivan, Don Patten (non - voting), Jeff O'Neill (non- voting) Absent: none Guests: Brett Demarais 1. Call to Order The meeting was called to order at 6:01 p.m. by Chair Clint Herbst at the FiberNet Business Offices. 2. Additions to Agenda • Holiday hours • 2011 Marketing Plan review 3. Approval of Meeting Minutes — November 9, 2010 JON MORPHEW MOVED TO ACCEPT THE MEETING MINUTES OF NOVEMBER % 2010 AS PRESENTED. DENNIS SULLIVAN SECONDED THE MOTION. MOTION CARRIED 3 -0 WITH JON MORPHEW NOT VOTING. 4. Construction Update — General Manager Brett Demarais provided a business client update: approximately 45 business customers with 95 services billed. There are 64 authorizations that need to be processed, but can't get to them fast enough. Don Patten noted that they have started to schedule into February 2011, but he feels that is too far out. He is afraid of losing customers in that period of time. Personnel Committee authorized some seasonal help to get the installations done. Having seasonal help could assist in shortening that time frame. HR Director Tracy Ergen is reviewing applications at this time to put together a list of prospects. Don suggested keeping track of those that are interested when contacted and those that turn down an offer. Don Patten reported that they have 64 residences waiting on scheduled drops; 27 temporary drops for winter; and 9 committed for spring drops. Staff and HBC are working on getting bugs out of software for VOD (video on demand) for launch in January. Pay for view should make the January 1 st launch deadline. New insertion equipment should provide customer content programming — this allows FNM to insert their own programming into designated channels. FNM plans to institute a policy that customers with poor service credits would not have ability to access pay for view programs or VOD accounts and run up large bills. Clint Herbst suggested that they consider prepayments on problem accounts. They are looking into whether Minerva FiberNet Advisory Board Minutes — December 14, 2010 software would allow limits to be set for allowable credits on pay for view or VOD customer accounts. Don Patten asked for consideration on a limit of $200 credit for customer to reach before they get cut off. Wayne Mayer asked how FNM gets billed for VOD and pay for view. Don said those are charged for each "hit" (each time a customer selects VOD or pay for view) whether or not the customer pays. Dennis Sullivan pointed out how his streaming video works with a credit card payment allowing a movie to be downloaded for up to a certain number of hours; the payment is collected prior to the download. Jon Morphew suggested looking into an auto pay requirement for those customers signing up for pay for view or VOD. 5. Door Hanger Protocol Update Jeff O'Neill announced that this was follow up from the last meeting to verify that FNM personnel are placing door hangers prior to coming into an area or to a house. Dennis Sullivan brought along a sample of the door hanger that he had received for a service call. He feels that this is a good method of keeping customers informed and notifies them if they miss a scheduled service call. It has instructions on contacting someone to reschedule, if necessary. Wayne Mayer noted that he would still like to see more advance notice of work being done and not just a hanger left after they miss a service call. 6. Operations/Financing Report — General Manager Don Patten reported that they have installed 1009 customers; this is ahead of the business plan. Don Patten noted that, in response to Glen Posusta's request, the website update is on the schedule for Quarter 1, 2011. Candice Mayberry of HBC will provide recommendations before any changes are made. Dennis Sullivan asked how the new services work that are listed on the website (Ex. ESPN 1). It lists new services but does not include much of an explanation or how people can get the services. He felt that it would be good to not make too many major changes to the website but make sure to keep adding things to keep it dynamic. Jon Morphew noted it might also help to do email blasts to keep customers informed of content on the website. It might also help to send out Facebook notices. Don noted that Alyssa will be notified by content providers with updates so that she can pass those notices onto customers. Jeff O'Neill gave an update on the operations review to be conducted by Doug Dawson. Tom Kelly, Don Patten and Jeff have been touch with Doug Dawson and are working on a review of the feasibility study and business plan with current data. Currently, the plan is to provide this information by paper rather than in person, although Dawson may visit sometime in the future when he is in Minnesota. (Doug was not able to keep his November 19 appointment, due to illness.) FiberNet Advisory Board Minutes — December 14, 2010 Jeff O'Neill explained the bond report protocol to be followed, which will call for the Advisory Board to review the reports prior to submittal to the bond holders. Jeff explained that it is important to follow this procedure. 7. Customer Feedback Report Don provided an update on customer service calls and some of the feedback that has been received. He noted that service calls are the nature of the business. It is important that those outside of the business understand that service calls will never go away. In order to keep up with service calls, it has impacted keeping up with the schedule for new installs. As a new company, there are unique service calls that require additional handling and they are also finding that some customers have higher demands (chronic customers). For situations that require special help, FNM does refer them to local service providers. Jon Morphew asked what protocol the techs normally follow when responding to repeated service calls at the same address. Don Patten explained that he is having the office staff track the service calls in order to help the service techs handle the chronic customers. Wayne Mayer asked if FNM has considered setting a policy of charging for anything "beyond the NID" (network interface device on the outside of the building). Don explained that such a policy has not been considered at this time. They have been trying to address all customer queries without extra charges for the most part. Glen Posusta asked if other customers have had issues with bad routers. Don Patten noted that he is not aware of chronic problems with routers. Jon Morphew, Glen Posusta, Clint Herbst have all experienced issues with their routers. Jon Morphew commented on a problem he is experiencing with certain cable TV channels not being receptive. Don asked him to report it as a service ticket so that they can investigate the situation. Glen Posusta also mentioned a problem with the picture freezing at times on certain channels. Don recommended making a service call at the time that it happens so they can try to determine issues. Currently they are managing a 93 % same day response on service calls. 8. Community Based Programming Update • Sherburne Wright Cable Commission (SWCC) a) Wrestling - Monticello vs Saint Michael - 12/16 b) Future Wrestling — January — Big Lake, Buffalo c) Basketball Jeff O'Neill noted that they have worked out a commitment for SWCC to tape and rebroadcast the wrestling match on December 16th. He also noted that Monticello wrestling had been taped by another TV station (MN Sports Network). Members recommended that FNM staff contact MSN to see if the program could be rebroadcast on a local FNM channel. Dennis noted that the Community Band is performing in the Mississippi Room and has suggested to Kitty that it be taped to be played on alocal channel. 3F FiberNet Advisory Board Minutes — December 14, 2010 9. Prairie Center Building - Conference Development • Tour Building and Discuss opportunities a) Video Conferencing /Meeting Space b) Public Meeting Space — City Meetings c) Video Studio d) Call Center e) Other Advisory Board members took a short tour of the upstairs after adjournment. Discussion will continue at future meetings. 10. Other • Holiday Hours Christmas Eve hours — close at noon on Dec 24 Christmas Day - closed New Year's Eve — close at 5:30 pm on Dec 31 (regular hours) New Year's Day — closed • 2011 Marketing Plan Will hold off on review of the 2011 Marketing Plan until January meeting. 11. Adjourn WAYNE MAYER MOVED TO ADJOURN THE MEETING AT 7:36 P.M. JON MORPHEW SECONDED THE MOTION. MOTION CARRIED 4 -0. Recorder: Catherine M. Shuman1 Approved: February 15, 2011 Attest: City nistrator FiberNet Advisory Board Minutes — December 14, 2010