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A MUNICIPAL TELECOMMUNICATIONS DEPLOYMENT

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.

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A MUNICIPAL TELECOMMUNICATIONS DEPLOYMENT

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  1. A MUNICIPAL TELECOMMUNICATIONS DEPLOYMENT APPA Community Broadband Conference San Francisco, CA October 2004

  2. What Services Will You Offer? • Voice • Local Telephone Service • Centrex • Calling Features • Long Distance • Toll-Free Numbers • Operator Services • Calling Cards • VoIP

  3. What Services Will You Offer? • Video • Analog • Digital • PPV • VOD • HDTV • DVR • Adult Content

  4. 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

  5. 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

  6. What Services Will You Offer? • Miscellaneous Applications • Residential/Commercial Premise Security • Telemedicine • Video Arraignments • Distance Learning • Gaming

  7. WHAT’S THE NEXT PIECE IN THE PUZZLE?

  8. 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?

  9. Position Manager Network Engineer Sales Manager Sales Support Voice Technician CATV Technician Network Technician 20032005 1 1 3 4 1 1 1 1 1 1 1 1 3 5 Market Employees

  10. Position Project Manager NOC Technicians Provisioner CSR Installers/Activators Marketing Manager Moves/Adds/Changes 20032005 1 1 10 12 3 2 9 5 16 6 0 1 2 2 Market Employees

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

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

  13. Employee Training • 4-Year Degrees • 2-Year Degrees • Technical Certifications • Vendor Training • On-The-Job-Training • In-Service Training Sessions

  14. 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

  15. 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

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

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

  18. Billing Systems Requirements Data • E-mail Addresses • Premise Security • Wireless LAN • Home Networking • Firewall Service

  19. Operational Systems & Support • Service Order Support • Scheduling • New Services and MACs • Material Tracking • Voice Provisioning • Compatibility With Billing System • Trouble Ticketing

  20. 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

  21. 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

  22. 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

  23. 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.

  24. Start-Up Challenges! • Inventory control • Procedures • Installation • MDUs • Mobile homes • Provisioning • Equipment problems • Personnel

  25. Remember! A Plan Without Action is a Daydream and Action Without a Plan is a Nightmare!

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