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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