A MUNICIPAL TELECOMMUNICATIONS

DEPLOYMENT

APPA Community Broadband ConferenceSan Francisco, CA

October 2004

What Services Will You Offer?

• Voice– Local Telephone Service– Centrex – Calling Features– Long Distance– Toll-Free Numbers– Operator Services– Calling Cards – VoIP

What Services Will You Offer?

• Video– Analog

– Digital

– PPV

– VOD

– HDTV

– DVR

– Adult Content

What Services Will You Offer?• Broadband Data Services

– Internet Access• Asynchronous/Synchronous Offerings

– Point-to-Point Connectivity– Web Hosting– Server Co-location– Firewall – VLAN– VPN for Remote Office/Telecommuting– Disaster Recovery– Wireless

What Services Will You Offer?• Utility Applications

– SCADA– Remote Meter Reading– Load Management– Traffic Light Control– Video Surveillance for Local Law Enforcement– Smart Appliance Control

What Services Will You Offer?

• Miscellaneous Applications– Residential/Commercial Premise Security– Telemedicine– Video Arraignments– Distance Learning– Gaming

WHAT’S THE NEXT PIECE IN THE PUZZLE?

Hiring The Right People?

• What positions do you need to fill?

• What skill levels do you look for?

• Where do you find them?

• Are you willing to break from the traditional pay scales?

Market EmployeesPositionManagerNetwork EngineerSales ManagerSales SupportVoice TechnicianCATV TechnicianNetwork Technician

2003 2005 1 1 3 4 1 1 1 1 1 1 1 1 3 5

Market EmployeesPositionProject ManagerNOC TechniciansProvisionerCSRInstallers/ActivatorsMarketing ManagerMoves/Adds/Changes

2003 2005 1 1 10 12 3 2 9 5

16 6 0 1 2 2

Skill Levels Needed• Network Engineers• Network Technicians• OSP Personnel• Network Operations Center Technicians• Customer Service Representatives• Sales, Sales Support, Billing• Marketing Manager

Where Do You Find Them?• Hospitals• Universities• Community Colleges• Local Industry• Competitors• Internal Staff• Contractors

Employee Training• 4-Year Degrees

• 2-Year Degrees

• Technical Certifications

• Vendor Training

• On-The-Job-Training

• In-Service Training Sessions

Why and When to Outsource?• Time-to-Market Requirements

– OSP Construction and Splicing– Commercial/Residential Installs– Inside Wiring– Moves/Adds/Changes

• Billing• NOC Services

– Nationwide Companies

• Marketing

Billing Systems & Support• Easy to Read • Triple-Play Bills

– Cost Range– Traditional Utility Billing Systems Deficient

• All Require Additional Programming• Supports Bundles• Supports Marketing• Supports Scheduling• Supports Provisioning

Billing Systems RequirementsVoice

• Bundled Packages• Long Distance• Features• Taxes & Fees• Tax Districts• Carrier Access Billing (CABS)• KISS

Billing Systems RequirementsVideo

• Bundled Packages• Pay-per-View• VOD

– SVOD– FVOD

• Taxes & Fees• Tax Districts• Settop Box Tracking

Billing Systems RequirementsData

• E-mail Addresses

• Premise Security

• Wireless LAN

• Home Networking

• Firewall Service

Operational Systems & Support• Service Order Support• Scheduling

– New Services and MACs

• Material Tracking• Voice Provisioning• Compatibility With Billing System• Trouble Ticketing

The Competitive Environment• Image Building

– Local People– Local Company– Branding

• Pricing • Product Packaging• CSRs Must be Babysitters• Cultural Changes

– Customers Have Choice of Providers– All Employees Must Know the Products

Product Design & Pricing• Know the Competition

– Stay Ahead with Promotions• Keep It Simple and Understandable• Bundle What Sells

– Talk to Your Customers• Set the CATV Channels with the Competition• No Contracts• Price to Cover Costs, Make a Profit and be

Competitive• No Contracts

Network Operations Staffing• Customer Help Desk• 24/7 Monitoring

– Telecom and Traditional Utilities Monitoring• Contracted the First Year

– Let Someone Else Train and Evaluate– Brought Experience to the Table

• Saved Money to Bring In-House• Responsibilities Include:

– Set-Up Email Accounts– Initiate and Close All Trouble Tickets

• Clear 65% of all Telecom Trouble Calls– Goal is 85%

• Must Be Cross-Trained to Handle Voice, Video and Data Questions

Acceptance Testing• Should Be Part of Contract with All Vendors.• Take an Proactive Part in Setting Parameters.• Include Penalties for Non-Performance. • Never Put a Crucial Piece of Equipment Into a

Production Network Without Proper Testing. It Will Come Back to Haunt You.

• Establish a Good Relationship with Your Vendors.

Start-Up Challenges!• Inventory control• Procedures• Installation

– MDUs

– Mobile homes

• Provisioning• Equipment problems• Personnel

Remember!

A Plan Without Action is a Daydream and

Action Without a Plan is a Nightmare!