A MUNICIPAL TELECOMMUNICATIONS DEPLOYMENT APPA Community Broadband Conference San 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 Employees Position Manager Network Engineer Sales Manager Sales Support Voice Technician CATV Technician Network Technician

Market Employees Position Project Manager NOC Technicians Provisioner CSR Installers/Activators Marketing Manager Moves/Adds/Changes

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

Billing Systems Requirements Video Bundled Packages Pay-per-View VOD –SVOD –FVOD Taxes & Fees Tax Districts Settop Box Tracking

Billing Systems Requirements Data 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 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!