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MCImetro Access Transmission Services, LLC

6 Concourse Parkway, Ste 600
Atlanta, GA 30328
888-605-0469

Fiscal Year 2002

General Description of Business

  MCImetro Access Transmission Service, LLC. operates as a facilities based CLEC in the state of New Hampshire. Service areas and services offered can be found in the publicly available tariff on file at the PUC (MCImetro Access Transmission Services, LLC New Hampshire Price List).

Quality of Service Scores
  Scores are compiled from information submitted by the carrier to the Public Utilities Commission, with 3 being the highest score and 1 being the lowest. Narrative explanations have been furnished by the carrier.
 
Score
Narrative explanation of special circumstances and exceptions reflected in data reported by the carrier:

Responsiveness:

This score represents information regarding the average number of days to complete an installation request, the percentage of installation appointments missed and the percentage of repair appointments missed.

2 of 3

This score reflects MCI's average number of days to complete an installation request only; it does not include information regarding the percentage of installation appointments missed and the percentage of repair appointments missed. This is because MCI provides service to its residential customers exclusively through facilities owned by and within the direct control of Verizon. Accordingly, MCI is completely dependent upon Verizon to provision MCI's customer orders once they are placed. If a dispatch is required, as in the case with requests for brand new service, Verizon technicians are dispatched. If there is not dispatch, the provisioning work is performed electronically by Verizon. MCI only gives installation appointments when customers request brand new service and is dependent upon Verizon to set up the appointment and to meet the installation due date. If Verizon misses an installation appointment, Verizon reschedules the appointment. MCI has no way of knowing whether Verizon has missed an installation appointment unless the affected customer complains to MCI.

When MCI receives a trouble report from one of its customers, it usually opens a trouble ticket with Verizon. From that point, it is completely Verizon's responsibility to perform the required maintenance. As with installation appointments, if Verizon misses a repair appointment, Verizon reschedules that appointment. MCI has no way of knowing whether Verizon has missed a repair appointment unless the affected customer complains to MCI or until it receives notification from Verizon that a trouble ticket has been closed.

Accessibility:

This score represents the average answer time of a call to repair (in seconds) and the percentage of repair calls that are abandoned.

1.5 of 3
Please note that MCI does not distinguish between business office versus repair office answer time and the average speed of answer is cumulative. As a result, speed of answer measurements may be overstated.

Reliability:

This score represents the percentage of service outages lasting longer than 24 hours and the average completion time for all repair requests (in hours).

N/A

MCI has no way of readily obtaining the information for calculating the score for this quality of service area. This is because MCI provides service to its residential customers exclusively through facilities owned by and within the direct control of Verizon. Accordingly, MCI is completely dependent upon Verizon to provision MCI's customer orders once they are placed, for information relating to the underlying problem giving rise to a service outage or repair incident, and to resolve any service outage and repair issues.

When MCI receives a trouble report from one of its customers, it opens a trouble ticket with Verizon usually with 15 minutes. From that point, it is completely Verizon's responsibility to perform the required repair. MCI has no way of knowing when a trouble ticket is actually closed because MCI has no visibility into Verizon's systems. Sometimes Verizon holds closed trouble tickets and batches them to MCI at the end of the day, other times a Verizon technician will contact MCI from the field and notify MCI that a particular ticket has been closed. There are still other occasions on which MCI has to proactively contact Verizon to determine the status of a trouble ticket.

MCI is creating a new ticketing system that will enable it to more readily obtain the information required for scoring its performance in the reliability quality of service area. The new ticketing system will be a less manual and more automated system, thereby enabling MCI to provide more accurate data. However, even with the new ticketing system, MCI will still be dependent upon and limited by the information that is provided to it by Verizon. MCI expects implementation of the new ticketing system to be completed in the fall of 2003, and will be able to provide its score for this quality of service area at that pint on a going-forward basis.