HomeMy WebLinkAbout6 Telecommunications Customer Survey TDPUD STAFF REPORT
TO: Board of Directors
FROM: Alan Harry, Director of Telecommunications Services
SUBJECT: Request for Proposal; Telecommunications Customer Survey
DATE: December 30, 1999
AGENDA # &(g�
At your regular meeting of December 15, 1999, staff was directed to issue a Request for Proposals (RFP) for the
provision of a Telecommunications Customer Survey to receive insight from District customers as to their current
use of internet & cable or satellite television services, their satisfaction with current internet and cable television
providers, and their intent to switch to similar competing services if provided by the District. To that end staff has
transmitted an RFP to four firms(attachment"A").
District staff has received one response to the RFP from Sierra Market Research, and has attached their submittal
for Board review. Staff has contacted the remaining three firms regarding their lack of response and have been
advised that due to current work loads, and the holiday season, they chose to not submit a proposal.
RECOMMENDATION:
Upon reviewing the proposal submitted by Sierra Market Research staff recommends that the Board authorize the
Districts General Manager to enter into a contract with Sierra Market Research for the provision of a customer survey
as outlined in the"Description of Work" as Options"A" &"B", at a cost not to exceed $15,300.
Attachment"A"
Request for Proposals: Telecommunications Customer Survey
Bidder List
SIGCORP Communications Services, Inc.
Hauser& Associates
5000 Windplay Drive, Suite 4
El Dorado Hills, CA. 95762
Sierra Market Research
2527 Sierra Blvd.
Sacramento, CA 95825
Energy Management Solutions
16 Perimeter Park Drive
Atlanta, Georgia 30341
Applied Energy Group
490 Wheeler Road, Suite 100
Hauppauge,NY 11788
TRUCKEE DONNER PUBLIC UTILITY DISTRICT
11570 DONNER PASS ROAD - POST OFFICE BOX 309
TRUCKEE, CALIFORNIA 96160
(530) 587-3896
1. NOTICE AND INSTRUCTIONS TO BIDDERS
Notice is hereby given that the Board of Directors of the Truckee Donner Public Utility District,
Nevada County, California, herein referred to as "Owner," will receive sealed proposals at the
District office, 11570 Donner Pass Road (Post Office Box 309), Truckee, California 96160 until 2:00
PM, December 30, 1999, at which time they shall be publicly opened and evaluated:
TELECOMMUNICATIONS CUSTOMER SURVEY
Each proposal must conform to the requirements of the description of work/specifications, copy
attached.
No proposal will be considered unless it is made on the form provided.
The Truckee Donner Public Utility District specifically reserves the right to reject any and all
proposals, waive irregularities or informalities in any or all proposals, be the sole judge of the
suitability of the items offered, and to accept any proposal that it determines to be in its best
interest.
2. WARNING TO BIDDERS
No proposals will be received if detached from the form of contract with which it is bound, nor must
any of the accompanying papers be detached therefrom, but the entire package must be unbroken
and in good order, and enclosed in a sealed envelope when the proposal is deposited. The
successful bidder will be required to enter into the contract attached to the proposal for the work
covered by the award.
3. MANNER OF SUBMITTING PROPOSALS
Prior to submitting proposals make sure that:
a) The proposal is completed and signed.
b) The work schedule is complete and the totals are correct.
When submitting a proposal, place the complete bid document in an opaque sealed envelope,
address to Alan Harry, TDPUD — Telecommunications Survey, P. O. Box 309, Truckee, CA
96160 and either mail or hand deliver to 11570 Donner Pass Road, Truckee.
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4. EXAMINATION OF CONDITIONS
Bidders shall satisfy themselves as to the conditions by personal examination of the description of
work/specifications.
Filing of a proposal shall constitute affirmation by the bidder that he or she has complied with the
following:
a) Carefully examined the contract documents.
The failure or omission of any bidder to receive or examine any form, instrument, addendum, or
other documents shall in no way relieve any bidder from any obligation with respect to his or her
proposal of the contract.
5. SECURITY
The successful bidder shall enter into a contract in accordance with his or her proposal.
6. DISTRICT'S RIGHT TO REJECT PROPOSALS
The District reserves the unqualified right in its sole and absolute discretion to reject any and all
proposals, and to accept the proposal which in its sole and absolute judgment, will, under all
circumstances best serve the interest of the District.
Each proposal shall be deemed a firm offer continuing for thirty (30) days after the date set for the
opening of the bids.
7. CONTRACT
The contract includes all advertisements for request for proposals, notice and instructions to
bidders, proposal schedule, references, general provisions, attachments and agreement.
The contract, when executed, shall be deemed to include the entire agreement between the parties
thereto, and the consultant shall not claim any modification thereof resulting from any
representation or promise made at any time by any officer, agent or employee of the District or by
any other person.
8. AWARD OF CONTRACT
A contract will not be awarded until the District is satisfied that the successful bidder is reasonably
familiar with the class of work and has the necessary tools and experience to satisfactorily perform
same.
Completion of the work within the time stated is essential, and prior commitments of the bidder,
failure to complete other work on time, or reasonable doubt as to whether the bidder would
complete the work on time, may be cause for rejection of any bid.
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9. BIDDER QUALIFICATIONS
Bids will be received from qualified bidders only. Minimum acceptable qualifications are as follows:
a) Adequate financial resources to accomplish work required.
b) Adequate equipment to accomplish work required.
c) Sufficient experience in the type of work proposed.
d) Personnel with sufficient experience to accomplish work required.
e) No pending claims regarding performance, failure to deliver, labor
violations, etc.
f) The bidder shall provide a listing of all related agencies where its
employees are presently, or have conducted work of the nature
requested within the past twelve months.
10. PROPOSAL MODIFICATIONS
Proposals may be modified up until the time of proposal review. Modifications must be in writing.
No telegraphic or telephone modifications will be allowed.
11. PROPOSAL WITHDRAWAL
Proposal may be withdrawn any time prior to the time set for proposal review. Once proposals are
reviewed, they may not be withdrawn until expiration of the proposal or sixty (60) days, whichever
occurs first. All proposals shall be firm for not less than thirty (30) days.
12. POSTPONEMENT OF REVIEW
The District reserves the right to postpone the time and date of proposal review as the District
deems necessary. Such postponement will be conveyed to all bidders by written or telegraphic
notice, which will state the new review date.
13. INTERPRETATION OR CORRECTION OF CONTRACT
The bidder shall promptly notify the District of any ambiguity, inconsistency, or error which they
may discover in the contract or, if applicable, the site or local conditions.
If the bidder requires clarification or interpretation of the contract, he or she shall make a written
request to reach the District seven days prior to the scheduled proposal review.
Any interpretations, corrections, or changes to the contract prior to the bid opening shall be made
by addenda issued to all bidders. Each bidder shall acknowledge receipt of each addendum by
signing in the space provided and attaching each addendum to the bidder's proposal.
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Interpretations, corrections, or changes of the contract prior to proposal review made in any other
manner than as described above will not be binding and bidders shall not rely upon such
interpretations, corrections and changes.
14. AFFIDAVIT
NON-COLLUSION AFFIDAVIT TO BE EXECUTED BY BIDDER
AND SUBMITTED WITH BID
State of California
County of Sacramento
Carl M. Bergemann, being first duly sworn, deposes and says that he or she is President of Sierra
Market Research, the party making the foregoing proposal that the proposal is not made in the
interest of, or on behalf of, any undisclosed person, partnership, company, association,
organization, or corporation; that the proposal is genuine and not collusive or sham; that the bidder
has not directly or indirectly induced or solicited any other bidder to put in a false or sham proposal,
and has not directly or indirectly colluded, conspired, connived, or agreed with any bidder or
anyone else to put in a sham proposal or that anyone shall refrain from bidding; that the bidder has
not in any manner, directly or indirectly, sought by agreement, communication, or conference with
anyone to fix the proposal price of the bidder or any other bidder, or to fix any overhead, profit, or
cost element of the proposal price, or of that of any other bidder, or to secure any advantage
against the public body awarding the contract of anyone interested in the proposed contract; that
all statements contained in the proposal are true; and, further, that the bidder has not, directly or
indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof,
or divulged information or data relative thereto, or paid, and will not pay, any fee to any corporation,
partnership, company, association, organization, or to any member or agent thereof to effectuate
a collusive or sham bid.
Bidder Z
__._..,
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TELECOMMUNICATIONS
CUSTOMER SURVEY
PROPOSAL
To: Truckee Donner Public Utility District
P. O. Box 309 - 11570 Donner Pass Road
Truckee, CA 96160
In compliance with your Request For Proposals and, subject to all the conditions thereof, the
undersigned offers and agrees, if this proposal is accepted within 30 calendar days from the date
of the opening, to conduct the work upon which prices are quoted, at the price set opposite each
item in the scope of work attached hereto.
I acknowledge receipt of the following addenda:
ISP/CAN Market Survey (Option A) and Telecommunications Survey (Option B)
Date: December 24, 1999
Bidder: Sierra Market Research
By r- ✓, -
Carl M. Bergemann
Title: President
Address: 2527 Sierra Blvd. Sacramento, CA 95825
Phone (916) 486-8590 E-Mail SierraCB@aol.com
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COST
DESCRIPTION TOTAL_
Option "A" ISP/CATV project $ 10,500
Option "B" Telecommunications project $ 4,800
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REFERENCES
UTILITY FOCUS OF SURVEY DATE CONTRACTED
Quadravision (Carson City) Market Definition Study 1997
Contact: Dan Morgan at InnerWest Advertising, 775-323-4599
Sierra Pacific Power Co. Various Marketing/Planning Studies 1991 - 1996
Contact: Faye Anderson at SPPCo, 775-689-4822
Nevada Power Company Customer Satisfaction Studies 1993— 1996
Contact: Stacy Spahle at NPC, 702-367-5407
Tahoe Donner PUD Satisfaction/Deregulation Awareness 1997
Note: Sierra Market Research has focused primarily in the Health Care area since 1996.
Survey Supervisor(s):
Name: Carl Bergemann Name:
Location: Sacramento, CA Location:
Phone: (916) 486-8590 Phone:
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PART
GENERAL PROVISIONS
101. GENERAL
This description of work covers the survey of full and part-time residents of the TDPUD's
service area, relating to specific telecommunications issues.
102. DEFINITIONS
a) "District" - the Truckee Donner Public Utility District acting through
its duly qualified representatives and one of the parties to this
contract.
b) "Consultant"-the individual, firm or corporation supplying labor and
equipment for the Project as covered by these specifications.
c) "Director" - the individual employed by the District to oversee the
activities covered by these specifications.
103. TERM
The term of this contract shall expire upon completion, in no event later than February 15, 2000.
104. DISTRICT'S STATUS
The District shall have general supervision and direction of the work, It has authority to stop the
work whenever stoppage may be necessary to insure the proper execution of the contract. It shall
also have the authority to reject all work, materials and equipment which do not conform to the
contract, and to decide questions which arise in the execution of the work, to direct application of
the forces to any portion of the work as in its judgment is required, and to order the force increased
or diminished.
The District and its representatives shall at all times have access to the work wherever it is in
preparation or progress and Consultant shall provide proper facilities for such access and for
inspection.
105. CUSTOMER RELATIONS
Consultant agrees that its personnel shall at all times present a neat appearance; all work shall be
done, all contacts with customers and all complaints handled with due regard for the District's
public relations. Consultant agrees that complaints of any nature received from individuals
contacted shall receive immediate attention. All complaints and any action taken by Consultant
with such complaints shall be reported to the District.
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106. SUPERVISION
a) Consultant shall cause the work done under this contract to receive
constant supervision by a competent supervisor who shall be
present at all times during working hours where work is being carried
on. Directions and instructions given to the supervisor by the
director shall be binding upon Consultant.
b) Consultant shall insure that he or she employs such skilled workers
as may be required for the various classes of work to be performed.
c) Consultant shall provide the location and name of the supervisor's
immediate supervisor.
107. CREW
Consultant shall provide the personnel necessary for the successful completion of the project.
108. EQUIPMENT
Consultant shall supply and maintain in good working order the equipment necessary for
completion of the project.
109. WAIVER OF CLAIMS
The acceptance of final payment shall constitute a waiver of all claims by Consultant.
110. WRITTEN NOTICE
Written notice shall be deemed to have been duly served if delivered in person to the General
Manager of the District, or the office of Consultant as set forth in these contract documents, or by
registered or certified mail to the last business address known to him or her who gives the notice.
111. NOTICE TO PROCEED
Notice to proceed is issued by the District upon the execution of the agreement form and
satisfactory submission of a performance bond and proof of insurance.
112. PROTECTION OF WORK AND PROPERTY
Consultant shall continuously maintain adequate protection of all his or her work from damages and
shall protect the District's property from injury of loss arising in connection with this contract. He
or she shall make good any such damage, injury or loss, except such as may be directly due to
errors in the contract documents or caused by agents or employees of the District. He or she shall
adequately protect adjacent property as provided by law and the contract documents. He or she
shall provide and maintain all passageways, protective devices, guard fences, lights and other
facilities for protection required by public authority or local conditions.
All construction operations shall be conducted in such manner as to interfere as little as possible
with the normal procedure of traffic.
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113. CONTRACT PRICE AND PAYMENT
Consultant shall provide the District with a price for work as described in the "Description of Work".
Consultant shall submit to the District no more than twice, statements of the amount due for work
performed under this contract itemized as prescribed by the District. The District will make
payments to Consultant within a reasonable time after receipt and approval of Consultant's
statement.
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AGREEMENT
This agreement is entered into as of the day of by and between the
Truckee Donner Public Utility District, a local public agency of the State of California (the "District"
and/or "Owner") and ("Consultant"). The parties hereto agree as follows:
1. DESCRIPTION OF WORK
It is requested that bidder review both options "A" & "B", and provide a completed cost for each
option.
OPTION A:
Task 1: Obtain insights regarding how part-time residents fulfill communications needs during
stays in Truckee. Determine satisfaction levels with available Internet Service Providers (ISPs)
and CAN (Cable) companies and test the interest in having TDPUD enter the market.
Conduct a minimum of fifteen in-depth interviews, by telephone, among individuals or business
owners who maintain a residence in the Truckee area, but consider themselves to be full-time
residents of another area. Requirement is that the interviewee makes at least six trips to their
Truckee residence each year, or that they stay for two or more months per year in the Truckee
area.
Propose a cost for constructing the sample, developing the interview script, conducting the
interviews and writing the report.
Indicate the timeline for completion of this task.
Task 2: Conduct a telephone survey among a minimum of 400 residents within the Truckee
market. The sample will be provided by TDPUD or purchased through an appropriate agency;
Interviews will be structured to last no longer than five minutes.
Issues to be addressed by this research include:
Subscription levels of Internet, CAN and satellite TV services.
How Internet services are used
Satisfaction levels with current providers (quality, reliability, cost, etc)
Switching intent if options were available
Switching intent if option were TDPUD
Full-time or part-time residency
Other demographics
Propose a cost for developing and pre-testing the questionnaire, conduction the interviews,
analysis and report writing
Indicate the timeline for completing this task.
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OPTION B:
After a thorough review of the District's draft business plan, develop and provide a proposal
describing how the Consultant would approach the task of determining current customer
satisfaction levels, and interest in having TDPUD enter the telecommunication market. This is an
open-ended request, requiring the Consultant to make a suggestion as to how the District should
proceed.
2. CONTRACT PRICE
The District shall pay Consultant the price set forth in Consultant's bid hereinafter called "Contract
Price" and as described in Section 113 of the General Provisions.
3. RESPONSIBILITIES OF PUBLIC AGENCY
The District shall assume the responsibility, when necessary, to provide the Consultant with
customer sample data as described in NO. 1, Option "A", Task 2.
4. INDEMNITY AGREEMENT
Consultants shall indemnify and save harmless the District and its agents and servants, and each
of them, of and from any and all claims, demands, causes of action, damages, costs, expenses,
losses, or liabilities, in law or in equity, of every kind and nature whatsoever, for, but not limited to,
injury to or death of Consultant, any subcontractor, or any employees of the District, Consultant,
or subcontractor, or any other person, and arising out of or in any manner directly or indirectly
connected with the work to be performed under this agreement, however caused, regardless of any
negligence of the District or its agents or servants, be it active or passive, except the sole
negligence or willful misconduct of the District or its agents or servants. Said indemnification shall
include the defense of any actions or other legal proceedings and reimbursement of attorneys'fees
and other legal expenses incurred by the District and shall include any and all penalties imposed
upon the District on account of the violation of any law or regulation by Consultant.
5. NOTICES
Any and all notices or other matters required or permitted by this agreement or by law to be served
on, given to, or delivered to either party hereto by the other party to this agreement shall be in
writing and shall be deemed duly served, given, or delivered when personally delivered to the party
to whom it is addressed or in lieu of such personal service, five days after deposited in the United
States mail, first-class postage paid, addressed to the District at Post Office Box 309, Truckee,
California 96160, or to Consultant at 2527 Sierra Blvd Sacramento, CA 95825.
Either party, the District or Consultant, may change its address for the purpose of this section by
giving written notice of such change to the other party in the manner provided in this section.
6. ATTORNEYS' EXPERTS' AND CONSULTANTS' FEES
In the event of any litigation concerning any controversy, claim or dispute between the parties
hereto, arising out of or relating to this agreement or the breach hereof, or the interpretation hereof,
the prevailing party shall be entitled to recover from the losing party reasonable expenses,
attorneys' fees, experts' fees, and consultants' fees, and costs incurred therein or in the
enforcement or collection of any judgment or award rendered therein.
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7. CAPTIONS
The captions and headings of the different sections of this agreement are inserted for convenience
of reference only, and are not to be taken as part of this agreement or to control or affect the
meaning, construction, or effect of the same.
8. NECESSARY ACTS
Each party to this agreement agrees to perform any further acts and execute and deliver any
further documents that may be reasonably necessary to carry out the provisions of this agreement.
9. ASSIGNMENT
Neither party may assign this agreement, or payments due under the agreement without the written
consent of the other party.
10. GOVERNING LAW
This agreement shall be construed in accordance with, and governed by, the laws of the State of
California.
11. FORUM
Any litigation to enforce or interpret the provisions of this agreement or the parties' rights and
liabilities arising out of this agreement or the performance hereunder shall be maintained only in
the courts in the County of Nevada, State of California.
12. SOLE AND ONLY AGREEMENT
This agreement, including any exhibits attached hereto, constitutes the sole and only agreement
of the parties hereto relating to the project and correctly sets forth the rights, duties and obligations
of each to the other as of its date. Any prior agreements, promises, negotiations, or
representations not expressly set forth in this agreement are of no force and effect.
13. DISTRICT POWERS
Nothing herein contained shall be deemed to limit, restrict or modify any right, duty or obligation
given, granted, or imposed upon the District by the laws of the State of California now in effect, or
hereafter adopted, nor to limit or restrict the power or authority of the District.
14. TIME OF ESSENCE
Time is of the essence of this agreement.
15, SEVERABILITY
In the event that any part or provision of this agreement is found to be illegal or unconstitutional by
a court of competent jurisdiction, such findings shall not affect the remaining parts, portions, or
provisions of this agreement.
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16, CONSULTANT'S WAIVER
Consultant agrees to waive the provisions of California Civil Code Section 2819 with respect to
Consultant and any surety engaged by Consultant to provide a performance, payment, or
maintenance bond pursuant to the terms of this agreement.
17. ASSIGNMENT OF RIGHTS
Consultant agrees to assign to the District all rights, title, and interest in and to all causes of action
it may have under the Cartwright Act (Chapter 2, commending with Section 16700, of Part 2 of
Division 7 of the Business and Professions Code), arising from purchases of goods, services, or
materials pursuant to the agreement and that such assignment shall be made and become
effective at the time the District tenders final payment to Consultant, without further
acknowledgment by the parties.
In witness whereof this instrument is executed by the duly authorized officials on the date first
above written.
TRUCKEE DONNER PUBLIC UTILITY DISTRICT
Peter L. Holzmeister, General Manager
Attest
Susan M. Craig, Deputy District Clerk
CONSULTANT
SIERRA MARKET RESEARCH
Attest
Carl M. Bergemann, Preside
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DESCRIPTION OF WORK
It is requested that bidder review both options "A" & "B", and provide a completed cost for each
option.
OPTION A:
Task 1: Obtain insights regarding how part-time residents fulfill communications needs during
stays in Truckee. Determine satisfaction levels with available Internet Service Providers (ISPs)
and CATV (Cable) companies and test the interest in having TDPUD enter the market.
Conduct a minimum of fifteen in-depth interviews, by telephone, among individuals or business
owners who maintain a residence in the Truckee area, but consider themselves to be full-time
residents of another area. Requirement is that the interviewee makes at least six trips to their
Truckee residence each year, or that they stay for two or more months per year in the Truckee
area.
Propose a cost for constructing the sample, developing the interview script, conducting the
interviews and writing the report.
Indicate the timeline for completion of this task.
Task 2: Conduct a telephone survey among a minimum of 400 residents within the Truckee
market. The sample will be provided by TDPUD or purchased through an appropriate agency;
Interviews will be structured to last no longer than five minutes.
Issues to be addressed by this research include:
Subscription levels of Internet, CAN and satellite TV services.
How Internet services are used
Satisfaction levels with current providers (quality, reliability, cost, etc)
Switching intent if options were available
Switching intent if option were TDPUD
Full-time or part-time residency
Other demographics
Proposed cost: Task 1 $ 2,200
Task 2 8,300
Option A total $ 10,500
Timeline: Task 1 Two weeks from approval of discussion guide
to final report.
Task 2 Four weeks from approval of questionnaire to
final report.
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OPTION B:
After a thorough review of the District's draft business plan, develop and provide a proposal
describing how the Consultant would approach the task of determining current customer
satisfaction levels, and interest in having TDPUD enter the telecommunication market. This is an
open-ended request, requiring the Consultant to make a suggestion as to how the District should
proceed.
SUGGESTION FOR OPTION B.
Given that there is more time to execute this task, we would recommend integrating the
Telecommunications issues with Task 2 of the ISP/CATV activity. This will create a questionnaire
that will likely take about 10 minutes to administer and that may have an impact on the participation
rate in the survey. However, our previous experience with TDPUD and Tahoe Forest Hospital
projects suggests that above average participation rates would be expected in this market.
The incremental cost of adding questions concerning Telecommunications to Task 2 would be
$4,800. The incremental timeline for programming, validation and analyzing these questions would
be 10 days.
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AT&T
Media Services AT&T Broadband&Internet Servic
2700 Mill Street 04C0
Reno,NV 89502
December 13, 1999 775 348-2772
FAX 775 348-7294
Scott Terrell / / ' '")Afo �
PO Box 309 (y /I of
Truckee, CA 96161
Dear Scott Terrell:
I am writing to inform you that at the close of our current agreement due to expire January
31, 2000,we will not be in a position to accept more advertising from the Truckee Donner
Public Utility District (TDPUD).
This decision results from the litigation between TDPUD and USA Media and the
resulting direction from USA Media that we not accept additional advertising for the
duration of the lawsuit.
Although we regret having to take this action, as the advertising representative for USA
Media we are contractuallv bound to honor their directives with respect to advertisements
to be run on their cable system.
Please be assured that I will personally contact you when we are free to accept TDPUD
advertising and that I look forward to working with you in the future
Please feel free to contact either myself at 775/348-2772 or Jon Cook, Counsel for AT&T
Media Services at 720/875-4818,if you have any questions regarding this matter.
`Sincerely,
Lynette Van Beber
Regional Sales Manager
cc: David Ward, General Sales Manager
Kandie Linegar, Sr. Account Executive
ggr9 Pecvcled Paoer