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Triple Play Back Office Issues for Public Utilities. Peter M. Pifer, CEO [email protected] 6065 Atlantic Boulevard Suite B Norcross, GA 30071 770-242-3620. Triple Play – Business Issues. TV is Entertainment (Service Right Now!) One-Time Event Billing and Management

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slide1

Triple Play Back Office Issues for Public Utilities

Peter M. Pifer, CEO [email protected]

6065 Atlantic Boulevard

Suite B

Norcross, GA 30071

770-242-3620

triple play business issues
Triple Play – Business Issues

TV is Entertainment

(Service Right Now!)

One-Time Event Billing and Management

(Different than CDR’s)

One Bill vs. Multiple Bills

(Are Jumbo Bills Really a Problem?)

Customer Service Reps – One vs. Many

(How Many Times Can You Transfer a Call?)

Managing the System

(I Need More Reports – NOW!)

Network Technology Issues

(How Do We Deliver the Package?? FTTP, VDSL, HFC, IpTV)

Multiple Franchise Locations

(Different Cities, Different Channels & Pricing, “Freebies”)

slide3

Launching FTTP and Video Services

Challenges…

Order Entry and Customer Management

Serviceability – Is service available at location?

Customer type (residential, commercial, bulk, employee, VIP)

List of available products, campaign eligibility

Order fulfillment

Scheduling, installation and activation

PIN option / management (i.e., reset, remove)

PPV credit limit management

ARU Support for PPV order ahead

Interaction tracking – contact dates & times, person calling, reason, resolution, follow-up

Service history

Changes to subscriber services; trouble call history

Billing disputes

slide4

Launching FTTP and Video Services

Challenges…

Services/Packaging

Service line-up; channel offering

Product packaging and pricing

“GameDay” packages

Taxes & fees

Service class (e.g., residential, commercial, employee)

Billing

Adjustments

Prorates

Discounts

Non-recurring charges

Distributed payment options

PPV, VOD, LD, Operator Assistance, etc.

Install, equipment charges

Recurring charges

Monthly service charges

slide5

Launching FTTP and Video Services

Challenges…

Managing Customer Premise Equipment (CPE) Inventory and Device Provisioning Requirements

New controllers to communicate for service activation

Bulk loads of CPE from manufacturer (e.g., ONTS and STB’s)

Inventory management

Specified device life-cycle and work order management

e.g., stock -> installer -> subscriber -> tech -> QA Test -> stock

Batch updates to inventory

Barcode reader interface

Device-specific features

Enable / disable

Install firmware; initialize device; collect un-recovered IPPV purchases

Asset Management

Tracking of equipment; audit of who updated equipment info

Historic data on where device has been and who was responsible for it

Un-recovered equipment charges

slide6

Launching FTTP and Video Services

Challenges…

Producing “Cable-Centric” Required Reports

Royalty reports

Service take rates (e.g., 10,000 active subs w/ HBO)

PPV/VOD reports (e.g., 400 buys for Lost in Translation for June)

Carrier Access Billing

Devices are customer premise equipment, set top boxes, optical network termination boxes etc.

Device disposition reports

# of devices in inventory (i.e., not assigned to a customer)

# of devices assigned to technician 1234

Lost / stolen device report

Accounting reports

Total revenue for services and PPV

Revenue per channel, etc.

PPV / VOD revenue

software solutions
Software Solutions

Controller / EMS Provisioning Connectors

Provisioning Sequence Management

Order Entry / Rating Engine Upgrades

Work Order System

Extensive Reporting Systems

Advertising Scheduling & Billing

Corporate or Multiple Organization Control Systems

triple play deployments by municipal utilities
Triple-Play DeploymentsBy Municipal Utilities

Customer NameNetworkTechnology Billing System

Bristol, TN FTTP Alcatel, SA Digital 5Inc.

Chelan County PUD FTTP Alcatel, SA Digital In House

Dalton Utilities FTTP Alcatel, SA Digital CONC/FTTP Primal

Newnan, GA HFC SA Digital / Cable Modem / VOIP Cogsdale

Jackson Utilities (JEA) FTTP Motorola Digital, Wave 7, Orcom

City of Thomasville HCF SA Digital in House

Bristol Virginia Utilities Board FTTP Alcatel, OSI, SA Digital BillQuest

City of Lebanon HFC SA Analog, HITS, CableModem In House

City of Phillipi FTTP Motorola (AXS Vision) ADG

Motorola (NAS/RAC)

City of Tifton HFC SA Digital, SA Analog TBS

City of Windom FTTP OSI, SA Digital Primal

Greenville Electric Utility HFC Motorola Digital HTE

Monmouth Independent Network FTTP Alcatel, SA Digital Bill Quest

Morristown Utilities FTTP Alcatel, SA Digital CSA / Cogsdale

SIGECOM, Inc (City of Evansville) HFC SA Digital, SeaChange VOD Telution

slide9

Jackson Energy Authority

FTTP Fiber Networks with Wave7 and Motorola

Jackson Provides TV Service

Two Independent Telephone and Internet Service Providers

slide10

Front Office - BSS

  • Order Entry
  • Rating
  • Work Order
  • Scheduling

LMG

ONT

FTTH Network

Jackson Energy Front-Office / Back-Office Processes

JEA CSR

JEA CSR

  • CSR inputs service request through BSS GUI

- Customer info, billing info, services

  • CSR schedules installation work through BSS GUI
  • Installer / Technician is dispatched to customer’s residence on day of install

- Work / tasks are completed

- Equipment is installed -> LMG auto-discovery

- Order status is updated

Billing begins; provisioning of services occurs

  • BSS initiates push of service information to OSS when order is activated / closed
  • OSS performs real-time flow-through provisioning of all Customer Premise Equipment (CPE) via interfaces to:
    • - Provisions Wave7 LMG ports
      • - Voice (POTS), Data (Ethernet) and Video (RF)
    • - Auto discovery (AD) occurs when fiber to newly installed LMG is lit up
      • - OSS auto-provisions LMG when AD msg is received
    • - Provisions Motorola DCT set top (behind W7 RF video port)
  • OSS collects usage records from set top control system for upload to BSS
  • BSS aggregates all customer charges at customer bill cycle and exports to 3rd party A/R system

Headend

Headend

Back Office – OSS

- Provisioning

Wave7 LMS

Motorola DAC 6K

PPV and VOD Orders

summary
Summary
  • Do a “gap” analysis, develop a check list of issues
  • Talk to other industry leaders
  • Get started early, back office issues are as critical as hardware issues
  • If you can’t bill it - You don’t have a business
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