February 11, 1997
CONTACT: Mark Marchand,
518-396-1080 or Bob Varettoni, 212-395-0500
NYNEX Ends 1996 With Dramatically Improved Service Quality in New York
NEW YORK--(BUSINESS WIRE)--Feb. 11, 1997--NYNEX
completed 1996 with a dramatic increase in the quality of
service in New York State, resulting from the company's
aggressive improvement programs begun early in the year.
State regulators are expected to review tomorrow
results showing that in the fourth quarter of 1996 NYNEX
showed year-over-year improvement in every one of the 16 New
York State Public Service Commission standards that measure
overall service quality and the company's ability to keep
appointments and repair out-of-service phone lines within a
And as part of a seven-year regulatory plan that went
into effect in September 1995, NYNEX also guarantees that it
will meet increasingly tougher service quality targets or
pay rebates to customers.
"We're moving the needle in the right direction,"
said NYNEX Chairman Ivan Seidenberg. "In 1996 the entire
telecom industry experienced unexpected growth in demand.
Because of that, we hit some bumps in the road in serving
our customers in the first half of 1996. Now, we're meeting
increased demand and, at the same time, improving service
"I am proud of our results today. In fact, our
improvement trend continued with even better results this
January. We can still do better, and our customers have our
pledge that we will continue our investments to meet their
expectations of the highest-quality service."
Seidenberg cited several factors - including new
jobs, increased investments and new initiatives - that have
contributed to service improvement in New York.
The company added more than 2,000 new service-related
jobs in the state in 1996 to handle growth resulting in more
than 600,000 new customer lines throughout the Northeast.
During 1996, NYNEX shifted additional funds to its
telephone network construction program in New York. The
company invested last year some $1.3 billion on its central
office and network capital investment program in New York.
NYNEX-wide service initiatives begun in 1996
- Customer Care Centers, offering one number, one
contact, for trouble-shooting orders of new or additional
- Customer care programs for service technicians
designed to increase accountability;
- Expansion of air pressurization systems designed
to prevent moisture-related problems in underground
- Updated technical training for field service
- New customer contact methods for NYNEX service
representatives and new order-handling methods for
speedier ISDN installations; and
- Expansion of redundant fiber systems, allowing
instant rerouting of traffic.
NYNEX is a global communications and media
corporation that provides a full range of services in the
northeastern United States and high-growth markets around
the world, including the United Kingdom, Thailand,
Gibraltar, Greece, Indonesia, the Philippines, Poland,
Slovakia and the Czech Republic. The corporation is a leader
in telecommunications, wireless communications, directory
publishing and video entertainment and information services.
NYNEX is also managing sponsor of FLAG -- Fiberoptic Link
Around the Globe -- the world's longest undersea fiber optic
FAX copies of recent NYNEX news releases are
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