© Orkin, Inc Satellite IDL A Case Study of the Business Analysis Process

© Orkin, Inc  Craig Goodwin  Director of Training  Orkin, Inc.  Randy Palubiak  President  Enliten Management Group

© Orkin, Inc Session Objectives  Describe an approach for selecting the most cost-effective interactive distance learning (IDL) solution  Compare and contrast satellite IDL with other learning technologies  Identify the key elements of a satellite network

© Orkin, Inc Orkin, Inc.  One of the largest consumer services companies in North America  Over 1.7 Million customers  Over 400 locations  Approximately 8,000 employees

© Orkin, Inc Current State for Training Delivery  Primary method is ILT  2004: Trained 4,341 students and had 362 classroom events  Ten training sites  Also use Web-Based training, self- directed training and OJT

© Orkin, Inc Problem Demand for training services exceeded funding available to meet that demand

© Orkin, Inc Desired State for Training Delivery A learning and communication infrastructure that could effectively train more people, more often, and at a lower cost

© Orkin, Inc First Steps  Analyze courses  Analyze learners

© Orkin, Inc Why Satellite Over Alternative Technologies?

© Orkin, Inc  Terrestrial  Two-way Videoconferencing  Internet/Intranet  Hard Media  Satellite Delivery Solutions –Alternatives

© Orkin, Inc Two-way Videoconferencing  Point-to-Point  Few Locations  Expensive for Widespread/Many Locations  Video Quality – Low to Moderate  Synchronous Good For:  Meetings/Collaboration Terrestrial Delivery

© Orkin, Inc Internet/Intranet  Point-to-Point  Few to Many Locations  Cost Effective  Video Quality – Low to Moderate  Synchronous – Asynchronous (Webcasting – On-Demand) Good For:  On-Demand Training  Information Access Terrestrial Delivery

© Orkin, Inc Hard Media Delivery DVD - VHS - CD-ROM  Few to Many Locations  Cost Effective  Consistent Message  Video Quality - Acceptable  Asynchronous Good For:  Training & Information Dissemination

© Orkin, Inc  Point-to-Multi-point  Multiple Locations - Timely  Widely Dispersed  Cost Effective  Consistent Message  Video Quality – VHS/Cable  Synchronous – Asynchronous Good For:  Training & Information Dissemination  Large File Transfer  WAN Overlay, Disaster Recovery Satellite Delivery

© Orkin, Inc

© Orkin, Inc

© Orkin, Inc Hard Media NO Internet YES NO Video Conference Video – High Quality Real Time - Immediacy Extended Reach Cost Effective YES NO YES Satellite Delivery Decision Considerations

© Orkin, Inc Comparison Cost - ConfigurationExpensiveLess Exp + Cost – Content DevExpensiveMuch Less + Cost - DeliveryAffordable --- Ease of MaintenanceComplexEasy + IT - Equipment Req.YesNo + IT - People Req.YesNo + Learner Tech SavvyRequiredNot Req’d + Video QualityVariableHighest + WBT SBT

© Orkin, Inc Additional Needs  Comply with regulatory requirements  Leverage training center  Leverage video assets and experience  Support corporate communications  Work outside IT infrastructure  Address low computer skill level of learners

© Orkin, Inc Conducted Pilot Program Course content: Technical Course Results/Feedback: Level 1 – Student Comment Sheets Level 2 – Student Final Exam Scores Level 3 – Transfer of Knowledge Surveys

© Orkin, Inc Pilot Program Key Findings:  Combination of facilitator and technical expert worked well for audience & topic  Clarity of needed equipment for production of interactive IDL broadcast  Interactivity requirements/needs  Technology did not hinder the creation of a virtual classroom environment

© Orkin, Inc Pilot Comments “ I love the program, and my initial fear that we might forfeit classroom quality was put to rest as I saw the technicians engaged, participating, and very positive about the training.” Region Manager, Southern California “Bottom line, small problems - big returns.” (In reference to the audio issues in the first week of the pilot.) Branch Manager, Georgia

© Orkin, Inc Pilot Comments “... initial feeling, without knowing the cost of the system, is that the technology may very well make perfect business sense for my organization.” Division Vice President “ This is a great way of training and I hope to see it utilized more in the future. Our students truly enjoy this and don’t miss any production this way as opposed to 3 days or 4 or 5 in a classroom!” Branch Manager, California

© Orkin, Inc Major Areas of Analysis  Technologies  Satellite BTV - Current and near term technology and standards  Interactive Distributed Learning hardware and software  Head End and Receive Site hardware and software  Services  Space segment (shared and dedicated)  Network deployment and management  Uplink and site maintenance  Content conversion and development

© Orkin, Inc Major Areas of Analysis (cont.)  Partners (Potential Service Providers)  Technical (Satellite and BTV IDL) capabilities and experience  Customer Service processes, experience and reputation  Cultural match for Orkin and our business practices  Resource Requirements  Budget and people  Start-up and steady-state

© Orkin, Inc Financial Justification  Return based solely on cost avoidance  16% IRR over 3-year life of project  No benefits claimed for improved performance

© Orkin, Inc The Solution

© Orkin, Inc

© Orkin, Inc Recommended IDL Solution

© Orkin, Inc Recommended Receiver Solution  Single-box solution  Simple user interface  IP based solution  MPEG2 - MPEG4 capabilities  Live and On-Demand access MediaGate Router

© Orkin, Inc Recommended BTV Solution  One-Way Satellite broadcast  Leverage existing WAN for:  Data connectivity  Voice interactivity  No (or minimal) latency issues  3.0 MHz Transmission path  2.5 MBPS MPEG2 Video

© Orkin, Inc Competitive Edge of Satellite  High bandwidth  Computer skills not needed  Corporate communications  Similar to classroom model  Scalability

© Orkin, Inc Competitive Edge (continued)  Ease of deployment  Extended reach  Multicast capabilities

© Orkin, Inc Tips for Implementing Satellite  Do your research, including benchmarking  Get expert help  Engage your IT department  Pilot the concept  Make a strong business case  But don’t oversell

© Orkin, Inc Challenges  Content development  Programming logistics  IT relationship  Staffing

© Orkin, Inc Next Steps  Next generation technology  Additional channel  Evolution of blended solution

© Orkin, Inc Satellite IDL A Case Study of the Business Analysis Process