*Pages 1--13 from C:\Pdf2Text\Ready4Text_in\pdf\54067.pdf* 9 - 1 9. Quality of Service Introduction This section summarizes various kinds of service quality data filed by the regional Bell companies, Sprint and other price- cap regulated incumbent local exchange carriers for calendar year 2004. The data track the quality of service provided to both retail customers (business and residential) and access customers (interexchange carriers). The Commission does not impose service quality standards on communications common carriers. Rather, the Commission annually monitors quality of service data submitted by incumbent local exchange carriers that are regulated as price- cap carriers. The Commission summarizes these data and periodically publishes a report on quality of service trends. 1 The tables included in this section present comparative data on key company performance indicators. These include objective indicators of installation and maintenance performance, switch outages and trunk blocking performance. The tables also present data on customer perceptions of service, as well as the level of consumer complaints. Background At the end of 1983, anticipating AT& T's imminent divestiture of its local operating companies, the Commission directed the Common Carrier Bureau 2 to establish a monitoring program that would provide a basis for detecting adverse trends in Bell operating company network service quality. Subsequently, the Bureau modified the service quality reporting requirements to reduce unnecessary paperwork and to ensure that needed information would be provided in a uniform format. Initially, the data were received twice yearly. The data collected for 1989 and 1990 formed the basis for FCC summary reports published in June 1990 and July 1991, respectively, highlighting five basic elements of quality of service data collected at that time. With the implementation of price- cap regulation for certain local exchange carriers, the Commission made several major changes to the service quality monitoring program beginning with reports filed in 1991. First, the Commission expanded the class of companies filing reports to 1 The latest report, which covers data for 2004, was released November 22, 2005. See Industry Analysis and Technology Division, Wireline Competition Bureau, Federal Communications Commission, Quality of Service of Incumbent Local Exchange Carriers (November 2005). This report includes data revisions that were received after the cutoff date for data in this Monitoring Report. It also includes an analysis of the quality of the data and the significance of changes over time. It can be found on the Commission’s website at www. fcc. gov/ wcb/ stats under the file name QUAL04. ZIP. 2 As the result of a reorganization in March 2002, the Wireline Competition Bureau now performs Common Carrier Bureau functions described in this section. In this section, references to the Common Carrier Bureau apply to activities prior to the above date. 1 9 - 2 include non- Bell carriers that have elected to be subject to price- cap regulation. 3 These carriers are known as non- mandatory price- cap carriers and most of them are much smaller than the Bell operating companies. Second, it included service quality reports in the Automated Reporting Management Information System (ARMIS). 4 Finally, the Commission ordered significant changes to the kinds of data these carriers had to report. 5 Following these developments, the Commission released service quality summary reports in February 1993, March 1994, March 1996, September 1998, December 1999, December 2001, January 2003, February 2004, and December 2004 that focused on the largest reporting companies. 6 This section summarizes current year data from all reporting price- cap companies used in preparation of the summary reports. 7 In 1996, pursuant to requirements in the Telecommunications Act of 1996, 8 the Commission reduced the frequency of data reporting for all reports to annual submissions. 9 In May 1997, 3 Policy and Rules Concerning Rates for Dominant Carriers, CC Docket No. 87- 313, Second Report and Order, 5 FCC Rcd 6786, 6827- 31 (1990) (LEC Price- Cap Order) (establishing the current service quality monitoring program and incorporating the service quality reports into the ARMIS program), Erratum, 5 FCC Rcd 7664 (1990), modified on recon., 6 FCC Rcd 2637 (1991), aff'd sub nom., Nat'l Rural Telecom Ass'n v. FCC, 988 F. 2d 174 (D. C. Cir. 1993). The incumbent local exchange carriers that are rate- of- return regulated are not subject to federal service quality reporting requirements. 4 LEC Price- Cap Order, 5 FCC Rcd at 6827- 30. The ARMIS database includes a variety of mechanized company financial and infrastructure reports in addition to the quality- of-service reports. Most data are available disaggregated to a study area level which generally represents operations within a given state. 5 Id.; Policy and Rules Concerning Rates for Dominant Carriers, CC Docket No. 87- 313, Memorandum Opinion and Order, 6 FCC Rcd 2974 (1991) (Service Quality Order), recon., 6 FCC Rcd 7482 (1991). Previously the Common Carrier Bureau had collected data on five basic service quality measurements from the Bell operating companies. These were customer satisfaction levels, dial tone delay, transmission quality, on time service orders, and percentage of call blocking due to equipment failure. 6 The reports have included data from the mandatory price- cap companies and the largest non- mandatory carriers, GTE and Sprint. GTE is now a part of Verizon, a mandatory price- cap carrier. Non- mandatory carriers are not required to file customer satisfaction data that appears in the ARMIS 43- 06 report. 7 The following smaller non- mandatory price- cap companies that file ARMIS 43- 05 data are included in this summary: Alltel Corp., Century Tel., Cincinnati Bell, Citizens, Citizens Frontier, Iowa Telecom, and Valor Telecommunications. Sprint, the largest of the non- mandatory price- cap companies, has been included in prior summaries. 8 Telecommunications Act of 1996, Pub. L. No. 104- 104, 110 Stat. 56. 9 Orders implementing filing frequency and other reporting requirement changes 2 9 - 3 relevant definitions were clarified further. These changes have been reflected in filed data starting with the 1997 calendar year. The raw data are now filed annually in April of each year. The Data The data presented in this section summarize the most recent ARMIS 43- 05 and 43- 06 carrier reports. 10 Tables in this year’s summary include data from the regional Bell companies, Sprint and all other reporting incumbent local exchange carriers. 11 Tables 9.1( a), 9.2( a), 9.3( a), 9.4 and 9.5 cover data for the Bell operating companies, or mandatory price cap companies, and Tables 9.1( b), 9.2( b) and 9.3( b) cover data for smaller non- mandatory price- cap companies. These companies report quality of service data at a study area level which generally represents operations within a given state. Although the companies provide selected company aggregate data, the tables of this section contain summary data recalculated by FCC staff as the composite aggregate of all study areas for each listed entity. This section also includes a fairly extensive summary of data about individual switching outages, including outage durations and numbers of lines affected, for which no company calculated summaries are provided. Switch outage data have also been aggregated to the company level for inclusion in the tables. The company- level quality of service data included in the tables of this section are derived associated with implementation of the Telecommunications Act of 1996 are as follows: Implementation of the Telecommunications Act of 1996: Reform of Filing Requirements and Carrier Classifications, CC Docket No. 96- 193, Order and Notice of Proposed Rulemaking, 11 FCC Rcd 11716 (1996); Revision of ARMIS Quarterly Report (FCC Report 43- 01) et al., CC Docket No. 96- 193, Order, 11 FCC Rcd 22508 (1996); Policy and Rules Concerning Rates for Dominant Carriers, CC Docket No. 87- 313, Memorandum Opinion and Order, 12 FCC Rcd 8115 (1997); Revision of ARMIS Annual Summary Report (FCC Report 43- 01) et al., AAD No. 95- 91, Order, 12 FCC Rcd 21831 (1997). 10 Source data used in preparing this section may be useful for further investigation and can be readily extracted from the ARMIS 43- 05 and 43- 06 tables on the online database maintained on the FCC website at www. fcc. gov/ wcb/ eafs. The data are also available from Best Copy and Printing, Inc at (202) 488- 5300. A number of prior- year data summary reports are available through the FCC’s Reference Information Center (Courtyard Level) at 445 12th Street, SW, Washington, D. C. 20554. 11 In February 1992, United Telecommunications Inc. became Sprint Corporation (Local Division); and in March 1993, Sprint Corporation acquired Centel Corporation. Bell Atlantic and NYNEX merged in August 1997, and then merged with GTE in 2000. Verizon Communications is shown separately for GTE, Verizon North (the former NYNEX companies), and Verizon South (the former Bell Atlantic Companies). SBC, Pacific Telesis, Ameritech, and SNET are shown separately despite the merger of SBC and Pacific Telesis in April 1997, SBC and SNET in October 1998, and SBC and Ameritech in October 1999. 3 9 - 4 by calculating sums or weighted averages of data reported at the study area level. In particular, where companies report study area information in terms of percentages or average time intervals, this section presents company composites that are calculated by weighting the percentage or time interval figures from all study areas within that company. For example, we weight the percent of commitments met by the corresponding number of orders provided in the filed data. 12 In the case of outage data summarized in Tables 9.2, and 9.3, we calculate a number of useful statistics from raw data records for individual switches with outages lasting more than two minutes. These statistics include the total number of events lasting more than two minutes, the average outage duration, the average number of outages per hundred switches, the average number of outages per million access lines, and the average outage line- minutes per thousand access lines and per event. Outage line- minutes is a measure that combines both duration and number of lines affected in a single parameter. We derive this parameter from the raw data by multiplying the number of lines involved in each outage by the duration of the outage and summing the resulting values. We then divide the resulting sum by the total number of thousands of access lines or of events to obtain average outage line- minutes per access line and average outage line minutes per event respectively. The tables contained in this section cover data for 2004. Table 9.1 provides installation, maintenance and customer complaint data. The installation and maintenance data are presented separately for local services provided to end users and access services provided to interexchange carriers. Table 9.2 shows switch downtime and trunk servicing data. Table 9.3 shows outage data by cause. Table 9.4 presents the percentages of residential, small business and large business customers indicating dissatisfaction with BOC installations, repairs and business offices, as determined by BOC customer perception surveys. 13 Table 9.5 shows the underlying survey sample sizes. More detailed information on the raw data from which this section has been developed may be found on the Commission’s ARMIS web page cited earlier. Tables 9.4 and 9.5 were prepared from data filed only by the Bell operating companies in the ARMIS 43- 06 report. The statistics presented in Tables 9.4 and 9.5 are straightforward and reflect the data in the format filed. Complete 12 Although companies have prepared their own company composites, we have recalculated a number of them from study area data for presentation in the tables to assure that company averages are calculated in a consistent manner. We weight data involving percentages or time intervals in order to arrive at consistent composite data shown in the tables. Parameters used for weighting in this section were appropriate for the composite being calculated and were based on the raw data filed by the carriers but are not necessarily shown in the tables. For example, we calculate composite installation interval data by multiplying the average installation interval at the individual study area level by the number of orders in that study area, summing the results for all study areas, and then dividing that sum by the total number of orders. 13 Customer satisfaction data, collected in the 43- 06 report and summarized in Tables 9.4 and 9.5, are required to be reported only by the mandatory price- cap carriers. 4 9 - 5 data descriptions are available in several Commission orders. 14 14 See supra note 9. 5 BellSouth Qwest SBC SBC SBC SBC Verizon Verizon Verizon Ameritech Pacific Southwestern SNET North South GTE ACCESS SERVICES PROVIDED TO CARRIERS -- SWITCHED ACCESS Percent Installation Commitments Met 100.0 99.8 94.4 95.1 84.9 74.4 99.9 99.8 92.4 Average Installation Interval (days) 19.2 15.0 31.8 20.3 27.6 28.1 28.5 20.1 26.6 Average Repair Interval (hours) 0.6 1.3 4.4 9.6 3.6 0.4 15.0 4.0 9.5 ACCESS SERVICES PROVIDED TO CARRIERS -- SPECIAL ACCESS Percent Installation Commitments Met 99.8 97.9 95.5 98.2 99.1 98.5 91.8 92.8 91.0 Average Installation Interval (days) 14.0 9.0 17.9 16.2 17.4 20.7 21.3 16.5 20.2 Average Repair Interval (hours) 3.3 2.8 4.7 4.3 3.7 3.7 5.4 3.8 17.3 LOCAL SERVICES PROVIDED TO RESIDENTIAL AND BUSINESS CUSTOMERS Percent Installation Commitments Met 97.7 99.6 98.6 99.4 98.9 99.5 98.8 98.7 98.1 Residence 98.7 99.7 98.6 99.4 98.9 99.6 98.8 98.8 98.4 Business 90.6 98.8 98.3 99.1 98.5 99.0 98.0 97.5 95.5 Average Installation Interval (days) 1.5 0.3 1.4 1.8 2.1 1.2 0.9 1.4 0.7 Residence 1.2 0.3 1.4 1.6 2.0 1.0 0.8 1.3 0.6 Business 1.9 1.2 1.4 3.0 2.4 2.9 1.5 2.0 2.3 Average Out of Service Repair Interval (hours) 31.3 16.0 16.7 26.9 27.7 26.7 25.7 29.0 26.4 Residence 33.5 16.3 17.2 28.8 28.9 27.2 27.1 31.7 28.9 Business 19.9 14.9 14.2 17.6 20.7 23.9 20.1 15.1 13.8 Initial Trouble Reports per Thousand Lines 298.2 117.6 146.2 116.1 190.5 165.8 181.6 139.2 167.2 Total MSA 289.7 133.8 145.9 115.5 182.7 164.3 175.6 133.4 157.8 Total Non MSA 348.9 39.3 148.9 136.2 228.6 181.4 245.3 219.3 205.4 Total Residence 344.8 137.1 206.8 162.6 247.2 211.0 221.9 184.7 192.1 Total Business 177.1 74.5 58.9 45.7 82.2 70.2 104.8 62.7 108.6 Troubles Found per Thousand Lines 197.3 89.2 107.8 98.0 147.6 91.8 137.8 102.3 140.0 Repeat Troubles as a Pct. of Trouble Reports 18.6% 20.3% 16.1% 10.2% 16.6% 16.7% 20.6% 21.0% 14.6% Res. Complaints per Mill. Res. Access Lines 212.4 130.8 16.2 17.5 35.8 128.8 100.1 496.5 161.1 Bus. Complaints per Mill. Bus. Access Lines 50.3 47.4 6.2 3.3 8.0 48.2 38.2 60.3 49.9 NA: Not available Table 9.1 (a) Installation, Maintenance, & Customer Complaints Bell Companies - 2004 Please refer to text for notes and data qualifications 9 - 6 6 Alltel CenturyTel Cincinnati Citizens Citizens Iowa Sprint Valor Bell Frontier Telecom ACCESS SERVICES PROVIDED TO CARRIERS -- SWITCHED ACCESS Percent Installation Commitments Met 98.6 80.0 100.0 92.7 99.2 64.2 92.6 89.1 Average Installation Interval (days) 13.5 18.9 22.2 12.8 25.6 20.5 11.9 31.7 Average Repair Interval (hours) 3.1 12.9 NA 11.8 2.6 26.1 2.6 2.8 ACCESS SERVICES PROVIDED TO CARRIERS -- SPECIAL ACCESS Percent Installation Commitments Met 90.6 83.0 100.0 89.2 93.5 63.7 94.0 94.7 Average Installation Interval (days) 11.8 20.7 17.0 12.0 21.1 9.6 10.0 23.0 Average Repair Interval (hours) 3.2 12.6 3.2 14.8 23.0 18.3 3.6 3.1 LOCAL SERVICES PROVIDED TO RESIDENTIAL AND BUSINESS CUSTOMERS Percent Installation Commitments Met 97.4 95.9 99.8 95.1 97.6 98.4 96.5 98.2 Residence 97.7 96.0 99.9 95.3 98.1 98.4 96.8 98.2 Business 94.3 95.5 99.5 94.3 95.2 97.4 94.5 98.1 Average Installation Interval (days) 1.8 1.9 2.2 4.0 5.3 2.1 1.8 1.6 Residence 1.6 1.6 1.7 4.1 5.2 2.0 1.7 1.6 Business 3.0 1.7 4.7 3.7 6.4 3.4 2.7 1.6 Average Out of Service Repair Interval (hours) 15.1 15.2 26.7 16.9 22.0 10.8 22.2 17.1 Residence 15.4 18.4 28.2 16.7 22.3 11.1 22.5 17.3 Business 13.6 13.8 16.2 17.8 19.8 8.6 20.1 15.4 Initial Trouble Reports per Thousand Lines 193.1 230.5 113.6 296.0 257.2 157.2 216.1 422.6 Total MSA 170.9 215.4 113.6 NA 260.7 155.3 195.5 328.2 Total Non MSA 214.8 244.6 NA 296.0 253.5 157.7 261.6 505.0 Total Residence 243.2 68.1 141.7 336.2 315.7 179.0 260.2 504.0 Total Business 76.6 729.0 48.7 170.1 127.3 82.1 101.2 198.3 Troubles Found per Thousand Lines 149.4 189.6 106.1 236.4 210.3 141.8 144.4 404.1 Repeat Troubles as a Pct. of Trouble Reports 20.3% 42.9% 12.2% 16.0% 11.6% 17.1% 21.9% 7.6% Res. Complaints per Mill. Res. Access Lines 189.2 714.1 664.6 687.5 727.8 21.0 61.8 154.0 Bus. Complaints per Mill. Bus. Access Lines 70.3 408.8 83.5 137.4 109.7 0.0 24.8 36.6 NA: Not available Table 9.1 (b) Installation, Maintenance, & Customer Complaints Other Price- Cap Companies - 2004 Please refer to text for notes and data qualifications 9 - 7 7 BellSouth Qwest SBC SBC SBC SBC Verizon Verizon Verizon Ameritech Pacific Southwestern SNET North South GTE Total Access Lines in Thousands 20,938 13,425 17,287 16,156 13,912 2,069 15,829 20,276 15,785 Total Trunk Groups 3,230 1,523 962 1,227 734 88.0 736 900 1,564 Total Switches 1,625 1,323 1,436 778 1,654 161 1,290 1,349 3,180 Switches with Downtime Number of Switches 26 264 14 29 25 10 14 10 49 As a Percentage of Total Switches 1.6% 20.0% 1.0% 3.7% 1.5% 6.2% 1.1% 0.7% 1.5% Average Switch Downtime in Seconds per Switch* For All Events 19.8 104.4 5.0 0.2 4.4 20.9 47.7 10.9 212.6 For Unscheduled Events Over 2 Minutes 19.8 90.4 2.1 NA 3.7 17.9 43.6 10.7 NA For Unscheduled Downtime More Than 2 Minutes Number of Occurrences or Events 15 29 5 0 5 2109 0 Events per Hundred Switches 0.9 2.2 0.3 0.0 0.3 1.2 0.8 0.7 0.0 Events per Million Access Lines 0.72 2.16 0.29 0.00 0.36 0.97 0.63 0.44 0.00 Average Outage Duration in Minutes 35.8 68.7 9.8 NA 20.2 24.1 93.8 26.7 NA Average Lines Affected per Event in Thousands 15.6 6.5 37.1 NA 22.2 22.3 21.8 15.0 NA Outage Line- Minutes per Event in Thousands 282.8 243.7 365.7 NA 430.0 78.4 516.7 1,024.6 NA Outage Line- Minutes per 1,000 Access Lines 202.6 526.4 105.8 0.0 154.5 75.7 326.4 454.8 0.0 For Scheduled Downtime More Than 2 Minutes Number of Occurrences or Events 5 28 1 0 2 0 3 1 0 Events per Hundred Switches 0.3 2.1 0.1 0.0 0.1 0.0 0.2 0.1 0.0 Events per Million Access Lines 0.24 2.09 0.06 0.00 0.14 0.00 0.19 0.05 0.00 Average Outage Duration in Minutes 8.1 5.5 66.0 NA 5.5 NA 28.5 2.3 NA Avg. Lines Affected per Event in Thousands 1.4 16.1 21.0 NA 19.3 NA 22.9 21.8 NA Outage Line- Minutes per Event in Thousands 11.4 66.5 1,388.1 NA 77.5 NA 142.9 50.6 NA Outage Line- Minutes per 1,000 Access Lines 2.7 138.8 80.3 0.0 11.1 0.0 27.1 2.5 0.0 % Common Trunk Grps. Exceeding Blocking Objective s 1.30% 9.72% 0.10% 0.49% 0.68% 0.0 3.80% 2.11% 0.19% * Aggregate downtime divided by total number of company switches. NA: Not available Table 9.2 (a) Switch Downtime & Trunk Blocking Bell Companies - 2004 Please refer to text for notes and data qualifications 9 - 8 8 Alltel CenturyTel Cincinnati Citizens Citizens Iowa Sprint Valor Bell Frontier Telecom Total Access Lines in Thousands 756 607 953 1,293 940 246 7,546 513 Total Trunk Groups 90 244 61 247 92 170 541 246 Total Switches 243 187 86 643 201 273 1,344 292 Switches with Downtime Number of Switches 57 0 17 55 12 20 101 31 As a Percentage of Total Switches 23.5% 0.0% 19.8% 8.6% 6.0% 7.3% 7.5% 10.6% Average Switch Downtime in Seconds per Switch* For All Events 3,580.8 0.0 44.8 1,011.5 829.9 254.2 2,978.0 770.1 For Unscheduled Events Over 2 Minutes 3,233.7 NA NA 946.3 857.0 197.5 2,797.6 770.1 For Unscheduled Downtime More Than 2 Minutes Number of Occurrences or Events 29 0 0 63 16 18 77 31 Events per Hundred Switches 11.9 0.0 0.0 9.8 8.0 6.6 5.7 10.6 Events per Million Access Lines 38.36 0.00 0.00 48.71 17.02 73.05 10.20 60.40 Average Outage Duration in Minutes 451.6 NA NA 161.0 179.4 49.9 813.9 120.9 Average Lines Affected per Event in Thousands 2.2 NA NA 0.8 1.5 0.7 3.2 1.7 Outage Line- Minutes per Event in Thousands 565.7 NA NA 368.6 188.5 38.2 6,803.4 349.8 Outage Line- Minutes per 1,000 Access Lines 21,697.3 0.0 0.0 17,956.8 3,207.5 2,790.2 69,423.5 21,130.4 For Scheduled Downtime More Than 2 Minutes Number of Occurrences or Events 2 0 0 16 0 1 24 0 Events per Hundred Switches 0.8 0.0 0.0 2.5 0.0 0.4 1.8 0.0 Events per Million Access Lines 2.65 0.00 0.00 12.37 0.00 4.06 3.18 0.00 Average Outage Duration in Minutes 703.0 NA NA 34.2 NA 258.4 168.3 NA Avg. Lines Affected per Event in Thousands 1.4 NA NA 1.2 NA 0.7 4.8 NA Outage Line- Minutes per Event in Thousands 731.1 NA NA 28.6 NA 187.3 831.2 NA Outage Line- Minutes per 1,000 Access Lines 1,933.9 0.0 0.0 354.4 0.0 760.3 2,643.5 0.0 % Common Trunk Grps. Exceeding Blocking Objectives 1.11% 5.33% 24.59% 0.00% 0.00% 0.00% 2.96% 0.81% * Aggregate downtime divided by total number of company switches. NA: Not available Table 9.2 (b) Switch Downtime & Trunk Blocking Other Price- Cap Companies - 2004 Please refer to text for notes and data qualifications 9 - 9 9 BellSouth Qwest SBC SBC SBC SBC Verizon Verizon Verizon Ameritech Pacific Southwestern SNET North South GTE Total Number of Outages 1. Scheduled 5 28 1 0 2 0 3 1 0 2. Procedural Errors -- Telco. (Inst./ Maint.) 0 0 1 0 00. 02 2 0 3. Procedural Errors -- Telco. (Other) 0 0 0 0 0 0 0 0 0 4. Procedural Errors -- System Vendors 2 10 0 0 0 0 0 0 0 5. Procedural Errors -- Other Vendors 0 2 0 0 1 0 0 0 0 6. Software Design 1 0 1 0 0 1 2 4 0 7. Hardware Design 0 0 0 0 0 0 1 1 0 8. Hardware Failure 5 9 3 0 4 1 3 1 0 9. Natural Causes 3 0 0 0 0 0 1 0 0 10. Traffic Overload 0 0 0 0 0 0 0 0 0 11. Environmental 0 0 0 0 0 0 0 1 0 12. External Power Failure 1 2 0 0 0 0 1 0 0 13. Massive Line Outage 0 0 0 0 0 0 0 0 0 14. Remote 5 28 1 0 2 0 3 1 0 15. Other/ Unknown 1 0 0 0 0 0 0 0 0 Total Outage Line- Minutes per Thousand Access Lines 1. Scheduled 2.7 138.8 80.3 0.0 11.1 0.0 27.1 2.5 0.0 2. Procedural Errors -- Telco. (Inst./ Maint.) 0.0 0.0 10.4 0.0 0.0 0.0 44.2 24.0 0.0 3. Procedural Errors -- Telco. (Other) 7.9 56.2 0.0 0.0 0.0 0.0 0.0 0.0 0.0 4. Procedural Errors -- System Vendors 2.0 32.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5. Procedural Errors -- Other Vendors 0.0 73.1 0.0 0.0 128.3 0.0 0.0 0.0 0.0 6. Software Design 48.9 0.0 10.4 0.0 0.0 66.1 4.3 8.1 0.0 7. Hardware Design 0.0 0.0 0.0 0.0 0.0 0.0 5.2 3.7 0.0 8. Hardware Failure 115.1 295.5 85.0 0.0 26.2 9.6 226.2 20.1 0.0 9. Natural Causes 19.4 0.0 0.0 0.0 0.0 0.0 9.0 0.0 0.0 10. Traffic Overload 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 11. Environmental 0.0 0.0 0.0 0.0 0.0 0.0 0.0 398.9 0.0 12. External Power Failure 4.6 69.2 0.0 0.0 0.0 0.0 37.6 0.0 0.0 13. Massive Line Outage 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 14. Remote 0.0 0.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 15. Other/ Unknown 4.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 Table 9.3 (a) Switch Downtime Causes -- Outages More Than 2 Minutes in Duration Bell Companies - 2004 Please refer to text for notes and data qualifications 9 - 10 10 Alltel CenturyTel Cincinnati Citizens Citizens Iowa Sprint Valor Bell Frontier Telecom Total Number of Outages 1. Scheduled 2 0 0 16 0 1 24 0 2. Procedural Errors -- Telco. (Inst./ Maint. ) 3 0 0 0 0 21615 3. Procedural Errors -- Telco. (Other) 0 0 0 0 0 0 0 0 4. Procedural Errors -- System Vendors 1 0 0 0 0 0 0 0 5. Procedural Errors -- Other Vendors 0 0 0 0 0 0 1 3 6. Software Design 4 0 0 16 2 2 2 0 7. Hardware Design 0 0 0 0 0 2 0 1 8. Hardware Failure 6 0 0 21 2 9 9 3 9. Natural Causes 3 0 0 4 2 0 8 1 10. Traffic Overload 0 0 0 0 0 0 0 0 11. Environmental 0 0 0 0 0 0 0 0 12. External Power Failure 2 0 0 12 5 2 19 0 13. Massive Line Outage 7 0 0 0 0 1 1 0 14. Remote 2 0 0 16 0 1 24 0 15. Other/ Unknown 2 0 0 0 0 0 2 0 Total Outage Line- Minutes per Thousand Access Lines 1. Scheduled 1,933.9 0.0 0.0 354.4 0.0 760.3 2,643.5 0.0 2. Procedural Errors -- Telco. (Inst./ Maint. ) 278.1 0.0 0.0 0.0 0.0 361.1 257.4 5,829.5 3. Procedural Errors -- Telco. (Other) 53.8 0.0 0.0 0.0 0.0 0.0 0.0 620.0 4. Procedural Errors -- System Vendors 56.4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5. Procedural Errors -- Other Vendors 0.0 0.0 0.0 0.0 0.0 0.0 4.5 1,168.1 6. Software Design 1,327.5 0.0 0.0 1,089.2 257.9 1,317.5 9.6 0.0 7. Hardware Design 0.0 0.0 0.0 0.0 0.0 112.6 0.0 6.4 8. Hardware Failure 1,665.3 0.0 0.0 1,148.2 58.7 810.4 373.6 10,750.3 9. Natural Causes 3,167.7 0.0 0.0 13,379.7 951.6 0.0 65,706.0 2,756.1 10. Traffic Overload 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 11. Environmental 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 12. External Power Failure 216.1 0.0 0.0 1,276.6 1,313.3 120.8 2,783.1 0.0 13. Massive Line Outage 14,903.1 0.0 0.0 0.0 0.0 67.8 168.5 0.0 14. Remote 0.0 0.0 0.0 1,063.2 626.1 0.0 113.1 0.0 15. Other/ Unknown 29.3 0.0 0.0 0.0 0.0 0.0 7.6 0.0 Table 9.3 (b) Switch Downtime Causes -- Outages More Than 2 Minutes in Duration Other Price- Cap Companies - 2004 Please refer to text for notes and data qualifications 9 - 11 11 BellSouth Qwest SBC SBC SBC SBC Verizon Verizon Verizon Ameritech Pacific Southwestern SNET North South GTE Installations: Residential 6.38% 3.90% 7.57% 6.06% 8.38% 8.62% 6.04% 6.86% 5.33% Small Business 9.23% 9.18% 11.75% 7.99% 9.48% 6.94% 10.25% 12.92% 10.22% Large Business 6.38% NA 10.28% 5.74% 8.76% NA 5.68% 5.87% 7.34% Repairs: Residential 9.95% 5.91% 11.01% 7.44% 10.40% 11.61% 17.73% 20.74% 14.01% Small Business 7.26% 7.47% 10.71% 4.92% 7.64% 9.56% 12.73% 10.95% 10.22% Large Business 5.50% NA 9.30% 4.68% 7.45% NA 9.98% 5.53% 7.39% Business Office: Residential 8.12% 1.62% 8.15% 5.10% 8.83% 6.88% 6.21% 6.58% 6.61% Small Business 10.94% 3.30% 9.10% 6.52% 6.96% 8.64% 7.08% 8.44% 7.76% Large Business 6.13% NA 10.72% 3.01% 4.97% NA 10.14% 13.51% 8.50% NA: Not available Table 9.4 Customer Perception Surveys - Percent of Customers Dissatisfied Bell Companies - 2004 Please refer to text for notes and data qualifications 9 - 12 12 BellSouth Qwest SBC SBC SBC SBC Verizon Verizon Verizon Ameritech Pacific Southwestern SNET North South GTE Installations: Residential 45,000 49,832 10,708 10,841 10,311 4,558 20,301 15,346 19,762 Small Business 45,310 31,801 10,484 11,256 10,227 2,148 19,446 15,246 19,891 Large Business 9,801 0 2,287 3,480 2,272 0 599 733 436 Repairs: Residential 30,680 35,055 10,505 12,348 10,537 2,368 20,255 15,224 20,023 Small Business 46,100 24,993 10,724 11,071 10,665 1,193 20,151 15,052 20,176 Large Business 7,340 0 2,376 3,689 2,390 0 551 651 433 Business Office: Residential 42,609 46,008 21,038 22,934 20,887 2,876 11,057 9,783 12,966 Small Business 10,900 31,757 20,346 22,954 21,281 1,111 3,418 3,625 3,402 Large Business 457 0 2,883 2,853 2,534 0 503 592 341 Table 9.5 Customer Perception Surveys - Sample Sizes Bell Companies - 2004 Please refer to text for notes and data qualifications 9 - 13 13