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EXHIBIT A-4 <br />Scope of Services <br />Contractor agrees to provide, at the request of the City Manager or designee technical <br />support to City Manager and Executive Director of the Recreation and Community <br />Services Agency, for the City's Cable Television operations up to sixteen (16) hours per <br />week and including but not limited to cable programming, customer service and franchise <br />compliance/administration as follows: <br />1. Receive/document resolution to subscriber's complaints related to the city's video <br />service providers Time Warner Cable and AT&T. <br />2. Assist in providing information for; or Parks and Recreation Advisory Board <br />meetings as requested regarding cable and video services. Attend meeting upon <br />request if needed. <br />3. Monitor cable operator's telephone response time and report results to City. <br />4. Maintain databases necessary to monitor Cable Operator's compliance to City Cable <br />Television Subscriber Protection Ordinance and to provide information based on <br />inquiries. <br />5. Maintain in City Cable Office historical and current records of cable television <br />programs, franchise agreement and related documentation. <br />6. Assist and work with staff for any organization requirements for programming, needs <br />or information related to City Channel 3 (CTV3). <br />7. Assist city with Education Access channels relations as needed including Santa Ana <br />Unified School District, Santa Ana College and Cal State Fullerton for issues related <br />to Time Warner Cable and AT&T. <br />8. Assist with obtaining outside city programming appropriate for CTV3 to enhance the <br />channel such as community public service announcements, Emergency Preparedness, <br />OCTA and Orange County locally produced programs and news segments about <br />Santa Ana such as videos from the OC Register and PBS/KOCE. <br />9. Prepares CTV3 monthly scheduling chart for city council, service announcements and <br />programming. Prepare DVD's as needed upon request, distribute or mail. <br />10. Provide comprehensive technical performance testing of the subscriber cable system <br />as set forth in Exhibit "B-4". This testing based on FCC standards will be conducted <br />during the months of July or August during peak heat times of the year. <br />12. Prepare a comprehensive annual CTV3 and cable regulatory report with performance <br />and activity. This report will be completed at the conclusion of the calendar year. <br />3 <br />