9 - 1 9. Quality of Service Introduction This section summarizes various kinds of service quality data filed by the regional Bell operating companies and other price-cap regulated incumbent local exchange carriers for calendar year 2009. 1 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 in tabular form for inclusion in this section of the Monitoring Report and publication in its annual report on quality of service trends. 2 The tables 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 3 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 1 See infra notes 9 and 10 for a list of large and small carriers reporting data for this summary. 2 The latest report, which covers data for 2008, was released December 24, 2009. See Industry Analysis and Technology Division, Wireline Competition Bureau, Federal Communications Commission, Quality of Service of Incumbent Local Exchange Carriers (December 2009). That report (as a PDF file) and previous reports can be found on the Commission’s website at http://www.fcc.gov/wcb/iatd/stats.html. In any given year, the quality of service summary typically includes data revisions filed with the Commission after the cutoff date for data included in the Monitoring Report. The quality of service summary also tracks changes in key service quality indicators over multiple years, and uses statistical methods to determine the significance of those changes; discusses the quality and reliability of the data; and provides information regarding proper data interpretation. 3 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. 9 - 2 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 include non-Bell carriers that have elected to be subject to price-cap regulation. 4 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). 5 Finally, the Commission ordered significant changes to the kinds of data these carriers had to report. 6 In 1996, pursuant to requirements in the Telecommunications Act of 1996, 7 the Commission reduced the frequency of data reporting for ARMIS reports to annual submissions and, in 1997, further clarified relevant definitions. 8 These 4 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. 5 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. 6 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. 7 Telecommunications Act of 1996, Pub. L. No. 104-104, 110 Stat. 56. 8 Orders implementing filing frequency and other reporting requirement changes 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). 9 - 3 clarifications have been reflected in filed data starting with the 1997 calendar year. Most recently, the data have been filed in April each year. The Commission has released service quality summary reports incorporating ARMIS data annually since 1993. This section of the Monitoring Report summarizes current year data from all reporting large 9 and small 10 price-cap companies, which are also used in preparation of the summary report. In 2008, the Commission granted forbearance from carriers’ obligations to file ARMIS Reports 43-05 and 43-06, which provide the source data for the service quality report, subject to the condition that the carriers continue to collect service quality data and file these ARMIS reports for a two year period following the effective date of the forbearance order. All price-cap carriers agreed to this condition. The two-year period has now ended and reports will no longer be filed. 11 9 The larger companies of this summary are AT&T Ameritech, AT&T BellSouth, AT&T Pacific, AT&T SNET, AT&T Southwestern, CenturyLink-Embarq, Qwest, Verizon GTE, Verizon North, and Verizon South. 10 The smaller companies of this summary are Windstream-Alltel, Cincinnati Bell, Citizens, Citizens Frontier, CenturyLink-Century Tel, Hawaiian Telecom, Iowa Telecom, Windstream-Valor, Windstream-Other, Fairpoint Communications, and Telecommunications of Puerto Rico. 11 See Service Quality, Customer Satisfaction, Infrastructure and Operating Data Gathering; Petition of AT&T Inc. for Forbearance Under 47 U.S.C. § 160(c) From Enforcement of Certain of the Commission’s ARMIS Reporting Requirements; Petition of Qwest Corporation for Forbearance from Enforcement of the Commission’s ARMIS and 492A Reporting Requirements Pursuant to 47 U.S.C. § 160(c); Petition of the Embarq Local Operating Companies for Forbearance Under 47 U.S.C. § 160(c) From Enforcement of Certain of ARMIS Reporting Requirements; Petition of Frontier and Citizens ILECs for Forbearance Under 47 U.S.C. § 160(c) From Enforcement of Certain of the Commission’s ARMIS Reporting Requirements; Petition of Verizon for Forbearance Under 47 U.S.C. § 160(c) From Enforcement of Certain of the Commission’s Recordkeeping and Reporting Requirements; Petition of AT&T Inc. For Forbearance Under 47 U.S.C. § 160 From Enforcement of Certain of the Commission’s Cost Assignment Rules, WC Docket Nos. 08-190, 07-139, 07-204, 07-273, 07-21, Memorandum Opinion and Order and Notice of Proposed Rulemaking, 23 FCC Rcd 13647 (2008) (ARMIS Forbearance Order), pet. for recon. pending, pet. for review pending, NASUCA v. FCC, Case No. 08-1353 (D.C. Cir. filed Nov. 4, 2008). In its most recent ARMIS Forbearance Order, the Commission recognized the potential for information, such as that presented in the annual service quality report to help consumers make informed choices in a competitive market, but only if the data were available from all relevant providers. 9 - 4 The Data The data presented in this section summarize the most recent ARMIS 43-05 and 43-06 carrier reports. 12 Tables in this year’s summary include data from the regional Bell operating companies and all other reporting incumbent local exchange carriers. 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 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. 13 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 12 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. 13 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. 9 - 5 and per event. The outage line-minutes parameter 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 2009. 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. 14 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 data descriptions are available in several Commission orders. 15 14 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. 15 See supra note 8. AT&T AT&T AT&T AT&T AT&T Qwest Verizon Verizon Verizon Ameritech BellSouth Pacific Southwestern SNET North South GTE ACCESS SERVICES PROVIDED TO CARRIERS -- SWITCHED ACCESS Percent Installation Commitments Met 99.9 100.0 99.8 99.4 95.1 79.3 99.6 99.9 96.4 Average Installation Interval (days) 20.6 15.6 18.2 20.7 17.1 12.9 17.3 13.0 19.8 Average Repair Interval (hours) 5.7 14.6 4.8 3.0 5.5 3.1 2.7 11.9 11.2 ACCESS SERVICES PROVIDED TO CARRIERS -- SPECIAL ACCESS Percent Installation Commitments Met 94.9 98.6 94.5 98.1 91.1 83.4 95.8 96.0 96.5 Average Installation Interval (days) 17.3 14.8 16.2 14.9 18.9 4.6 9.8 10.4 12.4 Average Repair Interval (hours) 4.9 4.3 5.9 4.8 4.6 2.9 7.6 4.8 4.3 LOCAL SERVICES PROVIDED TO RESIDENTIAL AND BUSINESS CUSTOMERS Percent Installation Commitments Met 98.6 97.4 99.6 99.0 98.5 99.8 99.1 98.8 98.4 Residence 98.6 98.4 99.6 98.9 98.4 99.8 99.2 98.9 98.8 Business 98.4 91.2 99.4 99.1 98.9 99.4 98.3 98.1 94.8 Average Installation Interval (days) 1.8 1.2 1.2 1.0 1.5 0.0 4.2 1.5 0.8 Residence 1.9 1.2 1.1 0.9 1.0 0.0 4.6 1.4 0.6 Business 1.7 1.2 1.8 1.4 3.3 0.2 1.6 1.7 3.4 Average Out of Service Repair Interval (hours) 26.1 33.1 35.5 32.4 19.3 17.5 30.1 49.8 28.2 Residence 27.5 36.7 36.5 33.9 19.5 18.0 32.5 57.3 30.8 Business 20.4 17.3 29.3 26.4 18.3 15.3 22.8 18.3 14.0 Initial Trouble Reports per Thousand Lines 167.4 248.6 114.6 216.0 148.0 98.3 165.5 159.9 163.4 Total MSA 166.8 236.1 113.5 209.5 145.8 111.4 162.9 151.6 151.7 Total Non MSA 173.8 318.6 143.0 245.3 169.8 40.1 225.1 263.0 210.7 Total Residence 237.0 315.1 166.1 286.1 196.8 126.3 226.4 232.4 209.7 Total Business 76.4 132.8 47.2 102.7 69.2 50.9 90.1 69.4 77.2 Troubles Found per Thousand Lines 124.2 184.6 85.8 158.2 103.4 80.2 137.0 132.0 136.3 Repeat Troubles as a Pct. of Trouble Reports 15.3% 14.9% 10.5% 13.8% 14.2% 19.4% 17.3% 16.6% 15.6% Res. Complaints per Mill. Res. Access Lines 17.1 218.4 35.9 71.0 159.6 137.2 109.1 968.6 272.6 Bus. Complaints per Mill. Bus. Access Lines 3.6 26.3 7.0 13.9 31.1 28.0 29.5 68.9 62.4 NA: Not available Table 9.1 (a) Installation, Maintenance, & Customer Complaints Bell Companies - 2009 Please refer to text for notes and data qualifications 9 - 6 --CenturyLink -- Cincinnati Citizens Citizens Fair- Hawaiian Iowa Puerto- -- Windstream -- Embarq Century Tel. Frontier point TelecomTelecom Rico Alltel Valor Other ACCESS SERVICES PROVIDED TO CARRIERS -- SWITCHED ACCESS Percent Installation Commitments Met 91.9 92.4 99.9 93.3 85.8 22.8 85.8 64.6 0.1 99.0 100.0 93.1 Average Installation Interval (days) 10.7 23.8 30.0 27.2 23.4 31.5 23.4 20.0 84.1 4.8 10.0 8.7 Average Repair Interval (hours) 2.2 140.7 NA 33.5 17.2 61.0 17.2 20.1 508.7 3.4 5.5 4.1 ACCESS SERVICES PROVIDED TO CARRIERS -- SPECIAL ACCESS Percent Installation Commitments Met 90.9 93.6 95.0 83.4 94.4 47.7 94.4 72.2 15.3 96.2 96.3 96.1 Average Installation Interval (days) 10.6 17.7 32.0 15.7 16.6 26.4 16.6 14.3 53.3 7.0 7.2 7.6 Average Repair Interval (hours) 3.8 106.3 6.2 23.3 56.2 21.3 56.2 15.5 16.3 4.3 4.1 4.1 LOCAL SERVICES PROVIDED TO RESIDENTIAL AND BUSINESS CUSTOMERS Percent Installation Commitments Met 96.5 98.5 99.6 94.4 97.9 73.4 97.9 97.4 90.4 96.2 96.1 96.1 Residence 96.9 99.2 99.7 95.2 97.8 74.6 97.8 97.5 91.8 96.7 96.7 96.5 Business 95.1 96.3 99.2 91.0 98.1 65.6 98.1 97.0 77.4 90.8 90.4 90.8 Average Installation Interval (days) 1.6 0.4 2.2 4.3 3.9 1.9 3.9 3.1 13.1 4.1 3.4 3.7 Residence 1.6 0.3 1.6 4.4 4.3 1.8 4.3 3.1 9.8 3.9 3.4 3.7 Business 1.6 0.8 4.0 4.2 3.0 3.1 3.0 2.8 46.0 5.0 3.6 4.4 Average Out of Service Repair Interval (hours) 18.8 16.0 28.7 26.3 24.2 34.3 24.2 14.5 34.5 8.5 5.4 6.7 Residence 19.2 15.9 29.7 26.3 24.7 35.5 24.7 14.9 39.1 8.6 5.3 6.7 Business 16.6 16.6 23.1 23.3 20.9 25.4 20.9 10.9 10.7 7.7 5.4 6.9 Initial Trouble Reports per Thousand Lines 162.8 164.5 126.8 331.6 304.0 295.5 304.0 147.4 514.8 225.0 229.1 182.2 Total MSA 134.7 135.4 126.8 NA 300.8 249.4 300.8 159.0 510.2 189.1 228.5 180.1 Total Non MSA 221.0 191.0 NA 331.6 306.7 337.4 306.7 144.3 622.6 264.5 229.6 184.9 Total Residence 211.0 205.6 178.7 388.3 362.8 413.0 362.8 172.6 638.3 291.6 269.5 226.3 Total Business 68.3 62.3 44.4 175.1 143.6 95.0 143.6 76.0 249.0 86.7 119.2 72.8 Troubles Found per Thousand Lines 107.2 142.5 115.3 307.5 280.9 271.9 280.9 132.9 476.9 176.8 184.5 139.9 Repeat Troubles as a Pct. of Trouble Reports 21.3% 13.7% 10.7% 16.8% 17.3% 18.2% 17.3% 13.2% 17.2% 18.2% 19.0% 14.8% Res. Complaints per Mill. Res. Access Lines 13.0 64.8 480.9 729.8 448.6 2947.0 448.6 29.9 338.9 366.0 166.9 70.3 Bus. Complaints per Mill. Bus. Access Lines 4.6 0.0 84.8 104.4 34.0 918.3 34.0 0.0 39.2 74.8 8.3 14.9 NA: Not available Please refer to text for notes and data qualifications Table 9.1 (b) Installation, Maintenance, & Customer Complaints Other Price-Cap Companies - 2009 9 - 7 AT&T AT&T AT&T AT&T AT&T Qwest Verizon Verizon Verizon Ameritech BellSouth Pacific Southwestern SNET North South GTE Total Access Lines in Thousands 10,143 14,065 10,892 8,853 1,259 9,010 8,283 13,344 9,754 Total Trunk Groups 743 1,167 811 615 89 1363.0 581 981 1,503 Total Switches 1,423 1,606 778 1,584 181 1,296 934 1,412 2,417 Switches with Downtime Number of Switches 6 9 3 12 0 232 8 11 75 As a Percentage of Total Switches 0.4% 0.6% 0.4% 0.8% 0.0% 17.9% 0.9% 0.8% 3.1% Average Switch Downtime in Seconds per Switch* For All Events 1.4 10.0 0.4 16.1 0.0 290.4 69.0 47.3 914.3 For Unscheduled Events Over 2 Minutes 0.1 9.9 0.2 12.6 NA 279.4 68.9 47.2 914.3 For Unscheduled Downtime More Than 2 Minutes Number of Occurrences or Events 151101471282 Events per Hundred Switches 0.1 0.3 0.1 0.1 0.0 1.1 0.7 0.8 3.4 Events per Million Access Lines 0.10 0.36 0.09 0.11 0.00 1.55 0.85 0.90 8.41 Average Outage Duration in Minutes 3.0 52.8 3.0 333.0 NA 431.1 153.2 92.6 449.2 Average Lines Affected per Event in Thousands 20.7 11.9 0.2 15.0 NA 2.3 10.7 7.7 2.3 Outage Line-Minutes per Event in Thousands 62.0 252.4 0.6 5006.3 NA 362.3 2,800.1 299.4 571.3 Outage Line-Minutes per 1,000 Access Lines 6.1 89.7 0.1 565.5 0.0 562.9 2,366.4 269.2 4,802.8 For Scheduled Downtime More Than 2 Minutes Number of Occurrences or Events 100408000 Events per Hundred Switches 0.1 0.0 0.0 0.3 0.0 0.6 0.0 0.0 0.0 Events per Million Access Lines 0.10 0.00 0.00 0.45 0.00 0.89 0.00 0.00 0.00 Average Outage Duration in Minutes 28.0 NA NA 22.0 NA 10.1 NA NA NA Avg. Lines Affected per Event in Thousands 2.8 NA NA 8.7 NA 12.9 NA NA NA Outage Line-Minutes per Event in Thousands 77.3 NA NA 115.9 NA 54.5 NA NA NA Outage Line-Minutes per 1,000 Access Lines 7.6 0.0 0.0 52.4 0.0 48.4 0.0 0.0 0.0 % Common Trunk Grps. Exceeding Blocking Objectives 1.21% 4.63% 1.60% 1.14% 1.12% 0.3 18.59% 79.00% 0.60% * Aggregate downtime divided by total number of company switches. NA: Not available Table 9.2 (a) Switch Downtime & Trunk Blocking Bell Companies - 2009 Please refer to text for notes and data qualifications 9 - 8 --CenturyLink -- Cincinnati Citizens Citizens Fair- Hawaiian Iowa Puerto- -- Windstream -- Embarq Century Tel. Frontier point Telecom Telecom Rico Alltel Valor Other Total Access Lines in Thousands 5,121 476 641 1,008 548 1,034 548 181 804 534 451 1,636 Total Trunk Groups 423 339 45 248 91 47 91 50 105 97 253 604 Total Switches 1,321 187 91 211 74 348 74 276 15 243 265 640 Switches with Downtime Number of Switches 2 0 1 13 2 0 2 14 2 52 85 259 As a Percentage of Total Switches 0.2% 0.0% 1.1% 6.2% 2.7% 0.0% 2.7% 5.1% 13.3% 21.4% 32.1% 40.5% Average Switch Downtime in Seconds per Switch* For All Events 5.9 0.0 528.1 2,807.2 81.1 0.0 81.1 837.3 4,012.0 30,511.1 20,314.4 11,368.7 For Unscheduled Events Over 2 Minutes 5.9 NA NA 2807.2 NA NA NA 837.3 4012.0 27976.0 15268.1 7,687.9 For Unscheduled Downtime More Than 2 Minutes Number of Occurrences or Events 2 0 0 13 0 0 0 14 2 371 310 472 Events per Hundred Switches 0.2 0.0 0.0 6.2 0.0 0.0 0.0 5.1 13.3 152.7 117.0 73.8 Events per Million Access Lines 0.39 0.00 0.00 12.89 0.00 0.00 0.00 77.31 2.49 694.35 688.01 288.48 Average Outage Duration in Minutes 64.5 NA NA 759.4 NA NA NA 275.1 501.5 305.4 217.5 173.7 Average Lines Affected per Event in Thousands 50.8 NA NA 4.0 NA NA NA 0.4 32.6 1.4 1.3 1.8 Outage Line-Minutes per Event in Thousands 1740.3 NA NA 2392.6 NA NA NA 94.2 16312.7 300.4 354.6 268.5 Outage Line-Minutes per 1,000 Access Lines 679.7 0.0 0.0 30,852.5 0.0 0.0 0.0 7,281.4 40,583.4 208,552.4 243,953.1 77,463.9 For Scheduled Downtime More Than 2 Minutes Number of Occurrences or Events 0 0 0 0 0 0 0 0 0 18 16 19 Events per Hundred Switches 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 7.4 6.0 3.0 Events per Million Access Lines 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 33.69 35.51 11.61 Average Outage Duration in Minutes NA NA NA NA NA NA NA NA NA 240.1 87.5 50.3 Avg. Lines Affected per Event in Thousands NA NA NA NA NA NA NA NA NA 1.0 2.0 1.2 Outage Line-Minutes per Event in Thousands NA NA NA NA NA NA NA NA NA 175.3 309.0 54.1 Outage Line-Minutes per 1,000 Access Lines 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5,903.9 10,974.1 628.5 % Common Trunk Grps. Exceeding Blocking Objective 10.87% 5.01% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.33% * Aggregate downtime divided by total number of company switches. NA: Not available Please refer to text for notes and data qualifications Table 9.2 (b) Switch Downtime & Trunk Blocking Other Price-Cap Companies - 2009 9 - 9 AT&T AT&T AT&T AT&T AT&T Qwest Verizon Verizon Verizon Ameritech BellSouth Pacific Southwestern SNET North South GTE Total Number of Outages 1. Scheduled 100408000 2. Procedural Errors -- Telco. (Inst./Maint.) 021000001 3. Procedural Errors -- Telco. (Other) 000000000 4. Procedural Errors -- System Vendors 5. Procedural Errors -- Other Vendors 000001002 6. Software Design 000000130 7. Hardware Design 000000000 8. Hardware Failure 10010124836 9. Natural Causes 030000001 10. Traffic Overload 000000000 11. Environmental 000000111 12. External Power Failure 0000011034 13. Massive Line Outage 000000001 14. Remote 100408000 15. Other/Unknown 000000000 Total Outage Line-Minutes per Thousand Access Lines 1. Scheduled 7.6 0.0 0.0 52.4 0.0 48.4 0.0 0.0 0.0 2. Procedural Errors -- Telco. (Inst./Maint.) 0.0 7.0 0.1 0.0 0.0 0.0 0.0 0.0 19.5 3. Procedural Errors -- Telco. (Other) 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 12.9 4. Procedural Errors -- System Vendors 0.0 0.0 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 50.6 0.0 0.0 1,060.7 6. Software Design 0.0 0.0 0.0 0.0 0.0 0.0 43.3 8.0 0.0 7. Hardware Design 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 8. Hardware Failure 6.1 0.0 0.0 565.5 0.0 383.5 41.6 233.5 690.4 9. Natural Causes 0.0 82.8 0.0 0.0 0.0 0.0 0.0 0.0 1,200.3 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 2,100.5 27.8 504.3 12. External Power Failure 0.0 0.0 0.0 0.0 0.0 128.8 180.9 0.0 988.8 13. Massive Line Outage 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 257.7 14. Remote 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 68.0 15. Other/Unknown 0.0 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 - 2009 Please refer to text for notes and data qualifications 9 - 10 -- CenturyLink -- Cincinnati Citizens Citizens Fair- Hawaiian Iowa Puerto- -- Windstream -- Embarq Century Tel. Frontier point Telecom Telecom Rico Alltel Valor Other Total Number of Outages 1. Scheduled 0 0 0 0 0 0 0 0 0 18 16 19 2. Procedural Errors -- Telco. (Inst./Main 000 00 3 5 3. Procedural Errors -- Telco. (Other) 0 0 0 0 0 0 0 0 0 0 0 0 4. Procedural Errors -- System Vendors 0 0 0 0 0 0 0 0 0 1 2 6 5. Procedural Errors -- Other Vendors 0 0 0 2 0 0 0 4 0 11 7 22 6. Software Design 0 0 0 1 0 0 0 7 0 2 6 8 7. Hardware Design 0 0 0 0 0 0 0 0 0 2 9 12 8. Hardware Failure 1 0 0 4 0 0 0 0 1 134 107 173 9. Natural Causes 0 0 0 3 0 0 0 0 0 142 51 93 10. Traffic Overload 0 0 0 0 0 0 0 0 0 1 1 0 11. Environmental 0 0 0 0 0 0 0 0 0 2 3 3 12. External Power Failure 0 0 0 3 0 0 0 3 0 29 42 43 13. Massive Line Outage 0 0 0 0 0 0 0 0 0 24 53 46 14. Remote 0 0 0 0 0 0 0 0 0 18 16 19 15. Other/Unknown 0 0 0 0 0 0 0 0 1 8 12 29 Total Outage Line-Minutes per Thousand Access Lines 1. Scheduled 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5,903.9 10,974.1 628.5 2. Procedural Errors -- Telco. (Inst./Main 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 6,110.4 3,130.8 3,158.8 3. Procedural Errors -- Telco. (Other) 154.4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 49.7 6,276.6 26.5 4. Procedural Errors -- System Vendors 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 92.1 37,635.9 189.4 5. Procedural Errors -- Other Vendors 0.0 0.0 0.0 626.1 0.0 0.0 0.0 1,839.9 0.0 16,428.5 8,668.3 12,538.6 6. Software Design 0.0 0.0 0.0 26.0 0.0 0.0 0.0 4,241.9 0.0 1,410.8 3,030.2 1,289.4 7. Hardware Design 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 11.9 598.2 673.3 8. Hardware Failure 525.3 0.0 0.0 1,938.8 0.0 0.0 0.0 0.0 13,768.5 26,880.3 65,259.5 13,338.6 9. Natural Causes 0.0 0.0 0.0 27,664.0 0.0 0.0 0.0 0.0 0.0 109,724.8 14,410.8 5,509.9 10. Traffic Overload 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 2.1 7.4 0.0 11. Environmental 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 68.6 2,805.9 30.2 12. External Power Failure 0.0 0.0 0.0 597.6 0.0 0.0 0.0 1,199.6 0.0 25,483.2 25,107.0 1,885.4 13. Massive Line Outage 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 15,861.3 74,820.5 30,479.9 14. Remote 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 1,841.4 735.6 512.7 15. Other/Unknown 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 26,814.8 4,587.5 1,466.4 7,831.2 Please refer to text for notes and data qualifications Table 9.3 (b) Switch Downtime Causes -- Outages More Than 2 Minutes in Duration Other Price-Cap Companies - 2009 9 - 11 AT&T AT&T AT&T AT&T AT&T Qwest Verizon Verizon Verizon Ameritech BellSouth Pacific Southwestern SNET North South GTE Installations: Residential 8.57% 9.45% 7.29% 8.13% 14.13% 5.77% 9.54% 11.60% 10.17% Small Business 10.88% 9.99% 7.57% 9.39% 16.28% 9.62% 15.58% 17.62% 15.21% Large Business NA NA NA NA 3.49% NA 10.73% 8.15% 6.98% Repairs: Residential 9.53% 12.78% 11.57% 11.07% 10.73% 10.34% 17.28% 25.07% 17.13% Small Business 8.46% 6.63% 9.83% 9.74% 9.56% 12.04% 15.42% 15.21% 11.86% Large Business NA NA NA NA 4.79% NA 5.19% 9.51% 15.11% Business Office: Residential 12.56% 10.07% 6.69% 8.89% 7.79% 3.67% 13.03% 16.61% 16.75% Small Business 8.44% 9.13% 6.53% 8.31% 12.82% 3.86% 11.04% 13.15% 15.59% Large Business NA NA NA NA 8.38% NA 24.63% 28.15% 21.67% NA: Not available Table 9.4 Customer Perception Surveys - Percent of Customers Dissatisfied Bell Companies - 2009 Please refer to text for notes and data qualifications 9 - 12 AT&T AT&T AT&T AT&T AT&T Qwest Verizon Verizon Verizon Ameritech BellSouth Pacific Southwestern SNET North South GTE Installations: Residential 1,307 2,043 1,358 1,389 283 4,520 12,344 20,408 27,179 Small Business 5,063 8,021 5,275 5,188 393 883 6,577 8,401 10,794 Large Business 00006,467 0 317 356 129 Repairs: Residential 1,291 2,050 1,331 1,346 233 54,906 12,354 18,399 17,194 Small Business 5,097 8,076 5,200 4,498 722 3,194 6,087 9,421 10,763 Large Business 00006,370 0 308 347 139 Business Office: Residential 1,664 2,065 1,660 1,945 244 16,809 11,018 14,680 15,077 Small Business 6,054 9,030 5,575 5,862 780 3,113 3,779 4,333 6,108 Large Business 00008,397 0 272 341 120 Table 9.5 Customer Perception Surveys - Sample Sizes Bell Companies - 2009 Please refer to text for notes and data qualifications 9 - 13