FiberNet Advisory Board Minutes 07-10-2012MINUTES
FIBERNET MONTICELLO ADVISORY BOARD MEETING
Tuesday, July 10, 2012 — 6 p.m.
2nd Floor Conference Room, Prairie Center Building
Present: Clint Herbst, Glen Posusta, Wayne Mayer, Dennis Sullivan
Absent: Jon Morphew
Others: Jeff O'Neill, Brett DeMarais, Mark Pultusker, Mark Ansbourv, Jim Farsted,
Bryan Rader, Lynn Dahl - Fleming, Doug Lyseng, Justin Miller, Paul Ruffin
1. Call to Order
The meeting was called to order at 6:06 p.m. by Chair Clint Herbst.
2. Additions to Agenda
• None
3. Consideration of Approval of Meeting Minutes — June 12, 2012
GLEN POSUSTA MOVED TO ACCEPT THE MINUTES FROM JUNE 12, 2012 AS
PRESENTED. DENNIS SULLIVAN SECONDED THE MOTION. MOTION
CARRIED 4 -0.
4. Introduction of Representatives from Gigabit Squared
Jeff O'Neill introduced Mark Pultusker, Mark Ansboury, and Bryan Rader. Mark
Pultusker explained that Bryan is here to do a market and subscriber analysis of FiberNet.
They will be presenting at the Fiber Optics information meeting on Wednesday, July
11 th.
HBC and the City have ended their contract and Gigabit Squared will take over
management of the system and begin implementing changes. They will be the
intermediary with HBC for the transition.
Wayne Mayer asked Mark Pultusker about his background. Mark Pultusker explained
that he previously owned a cable company and he has performed every job that takes
place within a telecommunications company. Mark Pultusker explained that they
actually own and run systems; normally they do not manage systems. They agreed to do
this with FiberNet because they want to get involved in network connectivity and
possibly bring in some new revenue generators.
Mark Pultusker stated that they have implemented a one - number call system so that all
inquiries come directly to 314 -0100. There are no rollover calls to city hall. Mark
Pultusker is also looking into some kind of automated response that can help with
customer inquiries for repetitive type of issues. They are also working on developing a
FiberNet Advisory Board Minutes —July 10, 2012
customer email system so that they can receive more inquiries by email rather than
phone.
5. FiberNet Operations
• Policy changes related to Customer Service - One major initiative is to test newly
expanded hours, which are handled entirely by FiberNet employees. The goal is
to become more effective and efficient with a tech being responsible for service
calls from start to finish. Glen Posusta asked what the response has been. So far,
the response from the techs has been fairly positive. Jeff O'Neill noted that the
main goal is to provide service satisfaction for the customer. Mark Pultusker said
that he tried out the system last weekend and served as the on -call technician.
With the on -call system, customers could decide when they needed a service call.
Out of 4 calls, 2 selected same -day response and the other 2 chose to wait until
regular hours. This is a good way of gauging customer expectations.
• Mark Pultusker noted that FiberNet gives away a lot of items that no other
company does. He is making changes in this area to help reduce extra costs. All
charges and credits will be shown on the bill so the customers know exactly when
they are being charged (or credited) for items. Mark Pultusker is also
implementing a policy for non -pays and disconnect customers that defines
collections process and equipment returns.
• Update on adjustments - Mark Pultusker talked about a new policy to be
implemented next month for late fees on late payments. The CSRs will have the
right to waive late fees for legitimate reasons. Current billing process will be
adjusted to include alerts and late fees.
6. Update on Gigabit Squared /FNM Outreach Efforts
• City of Clearwater /EDA: Jeff O'Neill talked about their visit with Clearwater and
Annandale. Mark Ansboury explained that these cities have done some
investigation into some fiber optic options.
Regional Informational Meeting — Wed, July 11: Jeff O'Neill mentioned that
there are about 23 persons registered to attend the informational meeting
tomorrow and this includes about 18 different entities.
Bryan Rader commented that, although the FiberNet system has some operational
and management issues, there are some very strong components of the system
which is a positive sign. He noted that Mark Pultusker has a lot of resources that
he can pull from to benefit the FiberNet system. Mark Pultusker added that he
feels there is a great value in the system that has been developed and Gigabit
Squared took on this challenge because they feel it is well worth the potential that
they are seeing.
FiberNet Advisory Board Minutes — July 10, 2012
The solutions to these type of situations are not "cooky cutter" and each
community requires a different approach. Gigabit Squared is a broadband
company and they specialize in applying the technology to each individual
situation.
7. Bond Restructuring Efforts and Status Report
Jeff O'Neill said there is not too much to report, but noted that Wells Fargo has a third
party representative in place now. The next checkpoint takes place in September.
8. Other
• Dennis Sullivan commented on the status of the apartments being wired. Mark
Pultusker has a possible solution that will work without wiring the apartments and is a
low cost alternative.
9. Next Meeting (conflict with August 14 due to Primary election)
The August 14th meeting will be rescheduled to Wednesday, Aug 151H
10. Adiourn
GLEN POSUSTA MOVED TO ADJOURN THE MEETING AT 7:08 P.M. DENNIS
SULLIVAN SECONDED THE MOTION. MOTION CARRIED 3 -0. (Wayne Mayer
left early and was not present to vote.)
Recorder: Catherine M. Shuman 64XV
Approved: August 15, 2012
Attest: �)�
City d rator
FiberNet Advisory Board Minutes —July 10, 2012