A franchisee shall maintain an adequate force of customer service representatives as well as incoming trunk line so that telephone inquiries are met promptly and responsibly. A franchisee shall have in place procedures for utilization of other manpower and/or recording devices for handling the flow of telephone calls at peak periods of large outages or other major causes of subscriber concern. A copy of such procedures and/or policies shall be made available to the city. Under normal operating conditions, telephone answer time by the franchisee, shall not exceed thirty seconds, average speed of answer, and busy signals shall not occur more than three percent of the time. This requirement shall be met at least ninety percent of the time, measured over any consecutive ninety-day period. The franchisee shall use an answering service or be capable of receiving service complaints and system malfunction reports when the business office is closed.

In order that the city may be informed of a franchisee’s success in achieving satisfactory customer relations in its telephone answering functions, a franchisee shall, upon request by the city, and routinely no less than quarterly, provide the city with a summary that will provide, at a minimum, the following: