1. Alameda Power & Telecom An Enterprise of the City of Alameda BROADBAND SYSTEM OPERATION

2. O&M Activities Experience counts Get the best available personnel Out-hustle your competitors every day. Public enterprise versus competitive business – competition will change your organization

3. Design, Build …Now Operate Develop detailed methods and procedures Develop training program for staff Customer information and billing system

4. O&M Activities Installations/customer fulfillment - in-house or contractor? Provisioning of customer premise equipment and materials Inventory control Traffic/dispatch - coordination of customer appointment windows Quality control Service calls Plant/node certification Routine headend and plant maintenance FCC and franchise technical compliance Outage response Customer acquisition and retention (you’re now in a sales environment) Customer service and HSD technical support 24x7/x/365 Internal reporting and tracking

5. Personnel Experience Position (and number of positions)Combined Years of Experience Operations Manager (1)19 Telecom Engineer33 Operations Superintendent (1)26 Cable Analyst (1)17 Headend Technician (2)36 Cable Technician II (1) 6 Cable Technician III (3)50 Data Technician (2)15 Senior Data Technician (1) 1 Customer Service Representative (5)65 = 268!

6. System Independence Post-construction network sweep and balance, and node certification Compliance with FCC rules, regulations, and reporting requirements New customer installations, traffic coordination, and equipment control Maintenance of and upgrades to the entire plant including the headend and network Interface with Internet service provider Coordination with Marketing for customer acquisition Coordination with Customer Service

7. System Standards CATV AlamedaTV –7x24 customer service call center Live voice in 30 seconds or less –In-house customer service call center –Overflow and after-hours call service via NorthStar –Customer service lobby –Traffic and inventory control –Monday through Saturday customer installation and service appointments

8. System Standards Data High-speed data service (AlamedaNET): –Internet Service Provider - ParaSun Technologies Business plan includes in-house service beginning July 2005 –7x24 technical support –Monday through Saturday customer appointments –Redundant Internet connection to Point of Presence (POP)

9. Marketing Structure and Goals Unique selling proposition –117 yrs of electric utility service –Local ownership and control –Superior Technology Market penetration –Neighbor-to-neighbor connection Market pressures and competition –Meet competitor’s specials with responsive service and understandable pricing

10. Cable Subscriber Acquisition Strategy

11. Internet Subscriber Acquisition Strategy

12. Marketing Tools Direct marketing Events Affinity Community-based Promotions Door-to-door

13. New Markets Bay Farm Island Multiple dwelling units (MDUs) Market segmentation –Ethnic –Community –Business

14. New Product Development A-La-Carte Programming Basic Plus Video-on-Demand HDTV International Premium Channels Local Programming Voice over Internet Protocol WiFi Headend Services Utility Services Security Local Advertising Production and Insertion

15. Measuring Success (KPMs) Construction schedule and production tracking Customer acquisition benchmarks and node penetration Average revenue per customer Construction rollout schedule and tracking of production Churn (voluntary and non-pay discos, bad debt) Daily and monthly sales data Digital, premium, value package and Internet “take rates” Pending and cancelled installations Meeting on-time guarantees (service and installations) System reliability and performance Service calls as indicator of system reliability Customer service telephone response statistics Franchise compliance reporting

16. FCC Requirements and Compliance Public file Community ID Aeronautical frequency clearances FCC rules Franchise documentation Form 320 - cumulative leakage index Repair records Proof of performance test data Customer complaints log EEO filings Political cablecasting records Advertisement sponsorship records Children’s TV records Must carry records Current channel lineup Leased access records

17. Would You Do It Again? “When you get to the fork in the road, take it.” Yogi Berra