Agenda Date: 03/03/2020
Subject:
Title
Resolution 17-2020: Authorizing adoption of Comcast's Customer Service Standards
Body
Prepared by:
Reid Betzing, City Attorney
PURPOSE:
Approve a resolution that authorizes adoption of Comcast's Customer Service Standards.
PRESENTATIONS:
Staff Presenter(s): Reid Betzing, City Attorney and Kelli Narde, Director of
Communications and Marketing
Additional Presenter(s): NA
SUMMARY:
Littleton cable television subscribers have been served by Comcast since 2000. At the January 21, 2020 meeting, council approved the new 10-year franchise that serves the needs of Littleton residents who chose to contract with Comcast. The Customer Service Standards were not included at that time when presented to council.
PRIOR ACTIONS OR DISCUSSIONS:
On January 21, 2020, city council approved Ordinance 31-2019 on second reading granting the renewal of a non-exclusive franchise agreement for the use of city rights-of-ways with Comcast.
ANALYSIS:
Staff Analysis
The new standards are the result of extensive negotiations between the Colorado Communications and Utilities Alliance (CCUA) and Comcast in 2013. CCUA represents more than 60 cities, counties and special districts in Colorado in the areas of government telecommunications management and innovation. Littleton has been a member for more than 20 years. The Customer Service Standards are a basic set of core standards that regulate how Comcast responds to customer needs. For example, the standards call for an appointment window not to exceed four hours, but Comcast strives to respond within a two-hour window.
The standards provide operationally consistent goals for Comcast and its customers throughout the state. The city has the ability to enforce the standards on behalf of its citizens who contract with Comcast. The prior standards were included in the 2000 franchise agreement. The new standards are not within the franchise agreement and need to be adopted separately by re...
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