Section 15-2720. RETAIL QUALITY OF SERVICE MEASURES

 

2720.1All telecommunications service providers having more than ten thousand (10,000) access lines shall comply with and report on the following retail quality of service measures. 

 

2720.2Installation Commitments Met measure – This measure evaluates the percentage of times that a telecommunications service provider completed the installation of the customer’s local exchange service by the end of the day on the installation date set by the telecommunications service provider.  The following requirements apply:

 

(a)The standard for this measure is ninety-five percent (95%) completion by the installation date per month;

 

(b)Results for this measure shall be calculated by dividing the number of installation dates met by the total number of installation date commitments made.  Results shall be stated as a percentage rounded to the hundredth using traditional mathematical rounding;

 

(a) Data collected for this measure shall be disaggregated into  residential and business customer categories and reported by these  categories; and 

 

(d)If the installation date is missed due to customer fault, then it shall not be included in the sample to be measured.  Customer fault means that the customer is not ready for the installation or access to the customer premises is unavailable or unsafe, unless the customer requests a different installation date from the telecommunications service provider before the installation date. 

 

2720.3Trouble Reports Per One hundred (100) Lines measure – This measure evaluates the number of access lines per one hundred (100) access lines for which a customer reports a trouble.  The following requirements apply:

 

(a) The following types of access lines shall be included in the measurement: 

 

(1) Residential access lines;

 

(2) Business Centrex lines;

 

(3) Payphone lines; and

 

(4) Voice-grade PBX trunks;

 

(b)Customer trouble reports for the following services shall not be included in the measurement: 

 

(1) Dedicated non-switched services;

 

(2) Wide area telephone service;

 

(3) Integrated service digital network services;

 

(4) The special service portion of PBX service;

 

(5) Broadband services;

 

(6) Voice mail and customer premises equipment;

 

(7) Inside wire; and

 

(8) Payphone equipment;

 

(c) If a customer has multiple access lines and more than one (1) access line experiences a network service problem, then each access line shall be counted separately; 

 

(d) The standard for this measure is four (4) troubles per one hundred (100) lines; and

 

(e)Results for this measure shall be calculated by dividing the number of initial trouble reports by the total number of access lines.  This figure is then multiplied by one hundred (100).  Results shall be reported to the hundredth decimal place, rounded using traditional mathematical rounding principles.

 

2720.4Out-of-service Clearing Time measure – This measure evaluates the percentage of customer trouble reports that are classified as out-of-service problems that are cleared within twenty-four (24) hours.  The following requirements apply:

 

(a)For purposes of starting the twenty-four (24)-hour time clock to calculate the time period:

 

(1)If an outage report is received during normal business hours, then the time clock begins when the outage report is received by the telecommunications service provider;

 

(2)If an outage report is received outside of normal business hours, then the time clock begins at the beginning of the day on the next business day;

 

(3)If the telecommunications service provider is unable to gain access to the customer premises to repair the out-of-service condition, then the twenty-four (24)-hour time clock is stopped until the provider can gain access to the property; and

 

(4)Each telecommunications service provider shall establish its normal business hours in its customer bills and on a page that is readily accessible to consumers on its website;

 

(b) The standard for this measure shall be eighty percent (80%) clearance within twenty-four (24) hours;

 

(c)Results for this measure shall be calculated by dividing the number of trouble reports cleared within twenty-four (24) hours by the total number of out-of-service reports received.  The result shall be reported as a percentage rounded to the hundredth decimal place using traditional mathematical rounding; and

 

(d)Data collected for this measure shall be disaggregated into residential and business customer categories and reported by those categories. 

 

2720.5Data for all measures shall be collected and reported on a District of Columbia-wide basis.

 

2720.6Exceptions - The measures shall not apply to the following services: 

 

(a) UNE-P;

 

(b) UNE-L;

 

(c) DS1;

 

(d) DS0;

 

(e) DS3;

 

(f) EEL;

 

(g) Resold services;

 

(h) VoIP; and

 

(i) Failures caused by collocation or interconnection problems.

 

2720.7Reporting - Each telecommunications service provider shall collect and retain accurate data demonstrating their compliance with the measures in this chapter.  Data is to be collected on a monthly basis in a format established by Commission order.   The following applies to the date telecommunication service providers are required to provide:

 

(a)Each telecommunications service provider shall submit its monthly reports to the Commission on a quarterly basis, with the months of January, February, and March being submitted on April 30; the months of April, May, and June being submitted on July 30; the months of July, August, and September being submitted on October 30; and the months of October, November, and December being submitted on January 30 of the next year;

 

(b)If a telecommunications service provider fails a measure in a quarterly report, the provider shall file an explanation for the failure and a plan to remedy the failure.  If the failure was due to data clustering, customer error, or unforeseeable events, then the telecommunications service provider may request a waiver of the performance standard.  The request for a waiver shall contain a detailed explanation of the reasons for granting such a waiver; and

 

(c)Each telecommunications service provider shall retain its reporting data for three (3) years in the case that the records are audited by the Commission.

 

authority

The Public Service Commission of the District of Columbia (Commission), hereby gives notice, pursuant to section 34-802 of the District of Columbia Official Code and in accordance with section 2-505 of the District of Columbia Official Code.

source

Final Rulemaking published at 53 DCR 7538 (September 15, 2006); incorporating by reference the text of Proposed Rulemaking published at 53 DCR 4466 (June 2, 2006); as amended Notice of Final Rulemaking published at 58 DCR 9020, 9037 (October 21, 2011).