Technology Transition LifeLine Considerations€¦ · that consumers have alternatives to existing...

Technology TransitionLifeLine Considerations

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Agenda• California LifeLine

• Customer Protections in Technology Transitions- Well-developed company plans - Alternatives to existing service- Robust customer notice plan

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Technology Transition – LifeLine Considerations

• In a technology transition, customers expect and the Commission must ensure that service is:

AvailableReliable/High Service QualityAffordableAccess to 9-1-1 Service

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California LifeLine• The California LifeLine Program provides discounted

home phone and cell phone services to qualified households.

• Only one discount per household is allowed with some minor exceptions for Deaf and Disabled Telecommunications Program Participants.

• Each household must choose to get the discount either on a home phone or on a cell phone, but not on both.

Source: CPUC LifeLine Website http://www.cpuc.ca.gov/lifeline/

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California LifeLineAs of June 30, 2017…

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Service Type Number of ParticipantsCalifornia

Wireline 462,359

Wireless 1,371,376

Total 1,833,735

California LifeLine• Where are the 462,359 CA Wireline LifeLine

Participants located? All 58 counties in California have wireline LifeLine

Participants. 31% of California counties (18 of the 58 counties)

have 50% or more LifeLine participants signed up for Wireline Service.

40% of California counties (23 of the 58 counties) have between 25% to 49% of LifeLine participants signed up for Wireline Service.

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California LifeLine

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California LifeLineCounty Wireless Wireline Grand Total % of Wireline Participants to

total Participants

Sierra 11 11 100%

Trinity 7 408 415 98%

Mono 14 198 212 93%

Mariposa 71 958 1,029 93%

Alpine 3 20 23 87%

Inyo 54 276 330 84%

Siskiyou 409 1,809 2,218 82%

Amador 477 1,134 1,611 70%

Plumas 250 520 770 68%

Mendocino 1,166 2,089 3,255 64%

Tuolumne 668 1,181 1,849 64%

Nevada 986 1,625 2,611 62%

Calaveras 622 1,010 1,632 62%

El Dorado 1,232 1,937 3,169 61%

Modoc 126 166 292 57%

Marin 1,298 1,573 2,871 55%

San Francisco 23,910 26,297 50,207 52%

Lassen 361 363 724 50%

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Mobile Wireless Broadband Availability

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Source: CPUC Broadband Availability Map http://www.broadbandmap.ca.gov/

Mobile Wireless Broadband Availability

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Source: CPUC Broadband Availability Map http://www.broadbandmap.ca.gov/

Mobile Wireless Broadband Availability

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Source: CPUC Broadband Availability Map http://www.broadbandmap.ca.gov/

Customer Protections in Technology Transitions

Well-Developed Company Plans• In any technology transition, a company should develop a clear

map, timeline, and phases for the transition.• Transition plans should not be flash-cut, but instead should utilize a

phased approached and should identify the customers affected.• Key information to know from the company:

What type of technology transition is it? Is the transition limited to the replacement of existing infrastructure

while the service type, e.g. wireline service, will still be offered? If wireline voice service is still going to be offered, is it now VoIP vs.

POTS Landline service? Or is the transition a complete discontinuance of service, such that no

wireline service will be offered and customers’ only remaining service option would be wireless?

Customer notice strategy (discussed further below)

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Customer Protections in Technology Transitions

Considerations of Alternative Services• Depending on the type of technology transition that will

occur, the company and the Commission must ensure that consumers have alternatives to existing service. Alternatives must meet customer expectations, including:Availability of serviceAffordability of the serviceHigh Service Quality & ReliabilityAccess to 9-1-1 Service

• Wireless service may not be an alternative to wireline service, especially in areas with poor wireless coverage.

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Customer Protections in Technology Transitions

Customer Notices Plans: Robust, Multilingual, Multiple Campaigns• Customer outreach plans should be developed early

in the transition process and should include: An outreach/communication schedule The method by which customers will be notified

• For customers that transition, education material should be provided, e.g., information on batteries for backup power, etc.

• Customer communications should be provided in multiple languages

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Thank You.Ana Maria Johnson

Program & Project SupervisorCalifornia Public Utilities Commission

Office of Ratepayer Advocates- Communications and Water PolicyE-mail: anamaria.johnson@cpuc.ca.gov

Ph: (415) 703-2795

Eileen OdellRegulatory Analyst

California Public Utilities CommissionOffice of Ratepayer Advocates- Communications and Water Policy

E-mail: Eileen.Odell@cpuc.ca.govPh: (415) 703-3026

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