1 / 17

Alameda Power & Telecom An Enterprise of the City of Alameda

Alameda Power & Telecom An Enterprise of the City of Alameda. BROADBAND SYSTEM OPERATION. O&M Activities. Experience counts Get the best available personnel Out-hustle your competitors every day. Public enterprise versus competitive business – competition will change your organization.

aurora
Download Presentation

Alameda Power & Telecom An Enterprise of the City of Alameda

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Alameda Power & TelecomAn Enterprise of the City of Alameda BROADBAND SYSTEM OPERATION

  2. O&M Activities • Experience counts • Get the best available personnel • Out-hustle your competitors every day. • Public enterprise versus competitive business – competition will change your organization

  3. Design, Build…Now Operate • Develop detailed methods and procedures • Develop training program for staff • Customer information and billing system

  4. O&M Activities • Installations/customer fulfillment - in-house or contractor? • Provisioning of customer premise equipment and materials • Inventory control • Traffic/dispatch - coordination of customer appointment windows • Quality control • Service calls • Plant/node certification • Routine headend and plant maintenance • FCC and franchise technical compliance • Outage response • Customer acquisition and retention (you’re now in a sales environment) • Customer service and HSD technical support 24x7/x/365 • Internal reporting and tracking

  5. Personnel Experience Position (and number of positions)Combined Years of Experience • Operations Manager (1) 19 • Telecom Engineer 33 • Operations Superintendent (1) 26 • Cable Analyst (1) 17 • Headend Technician (2) 36 • Cable Technician II (1) 6 • Cable Technician III (3) 50 • Data Technician (2) 15 • Senior Data Technician (1) 1 • Customer Service Representative (5) 65 = 268!

  6. System Independence • Post-construction network sweep and balance, and node certification • Compliance with FCC rules, regulations, and reporting requirements • New customer installations, traffic coordination, and equipment control • Maintenance of and upgrades to the entire plant including the headend and network • Interface with Internet service provider • Coordination with Marketing for customer acquisition • Coordination with Customer Service

  7. System StandardsCATV AlamedaTV • 7x24 customer service call center • Live voice in 30 seconds or less • In-house customer service call center • Overflow and after-hours call service via NorthStar • Customer service lobby • Traffic and inventory control • Monday through Saturday customer installation and service appointments

  8. System StandardsData • High-speed data service (AlamedaNET): • Internet Service Provider - ParaSun Technologies • Business plan includes in-house service beginning July 2005 • 7x24 technical support • Monday through Saturday customer appointments • Redundant Internet connection to Point of Presence (POP)

  9. Marketing Structureand Goals • Unique selling proposition • 117 yrs of electric utility service • Local ownership and control • Superior Technology • Market penetration • Neighbor-to-neighbor connection • Market pressures and competition • Meet competitor’s specials with responsive service and understandable pricing

  10. Cable SubscriberAcquisition Strategy

  11. Internet SubscriberAcquisition Strategy

  12. Marketing Tools • Direct marketing • Events • Affinity • Community-based • Promotions • Door-to-door

  13. New Markets • Bay Farm Island • Multiple dwelling units (MDUs) • Market segmentation • Ethnic • Community • Business

  14. A-La-Carte Programming Basic Plus Video-on-Demand HDTV International Premium Channels Local Programming Voice over Internet Protocol WiFi Headend Services Utility Services Security Local Advertising Production and Insertion New ProductDevelopment

  15. Measuring Success(KPMs) • Construction schedule and production tracking • Customer acquisition benchmarks and node penetration • Average revenue per customer • Construction rollout schedule and tracking of production • Churn (voluntary and non-pay discos, bad debt) • Daily and monthly sales data • Digital, premium, value package and Internet “take rates” • Pending and cancelled installations • Meeting on-time guarantees (service and installations) • System reliability and performance • Service calls as indicator of system reliability • Customer service telephone response statistics • Franchise compliance reporting

  16. Public file Community ID Aeronautical frequency clearances FCC rules Franchise documentation Form 320 - cumulative leakage index Repair records Proof of performance test data Customer complaints log EEO filings Political cablecasting records Advertisement sponsorship records Children’s TV records Must carry records Current channel lineup Leased access records FCC Requirementsand Compliance

  17. Would YouDo It Again? “When you get to the fork in the road, take it.” Yogi Berra

More Related