FLOW FL AIRS Operation Wireless Capturing the Cell Phone Jewels

FLOWFLOWFL AIRS Operation FL AIRS Operation

WirelessWireless

Capturing the Cell Phone Capturing the Cell Phone Jewels Jewels

Statewide Coverage for 2-1-1Statewide Coverage for 2-1-1

Janet Bard Hanson, Ph.D.Janet Bard Hanson, Ph.D.

2-1-1 Big Bend, Inc. 2-1-1 Big Bend, Inc. Thursday, September 7, 2006Thursday, September 7, 2006

““Hilton Tampa Airport Westshore” Hilton Tampa Airport Westshore” Updated January 2012Updated January 2012

04/20/2304/20/23FLAIRS - J.B.Hanson, Ph.D. FLAIRS - J.B.Hanson, Ph.D.

2-1-1 Big Bend 2-1-1 Big Bend 22

Florida 2-1-1 Jewels Florida 2-1-1 Jewels

Access to 2-1-1 for all Access to 2-1-1 for all Floridians whether Floridians whether using land lines or using land lines or cellular phones. cellular phones.



ChallengesChallenges• Number of wireless access lines has Number of wireless access lines has

surpassed or will surpass landlinessurpassed or will surpass landlines• Many Floridians are using wireless as Many Floridians are using wireless as

primary telephoneprimary telephone– Lower cost for long distanceLower cost for long distance– Good option for people with poor creditGood option for people with poor credit– Supports transitory residency Supports transitory residency (Snow Birds, College Students, Evacuees)(Snow Birds, College Students, Evacuees)

• Cellphones are used by people in Cellphones are used by people in vulnerable situations such as domestic vulnerable situations such as domestic violence, hurricane evacuees, college violence, hurricane evacuees, college students away from home students away from home



Strategies for Solution Strategies for Solution

2-1 1 Centers have been working with the 2-1 1 Centers have been working with the wireless providers in their areas to forward wireless providers in their areas to forward calls to their individual center. This calls to their individual center. This system has been successful in many system has been successful in many areas, however, some centers have had areas, however, some centers have had multiple issues and barriers to achieving multiple issues and barriers to achieving this goal. this goal.



Strategies for Solution Strategies for Solution

The need for a Statewide System The need for a Statewide System became apparent to serve as an became apparent to serve as an umbrella to provide total coverage for umbrella to provide total coverage for the state – in all areas and all providers the state – in all areas and all providers without effecting current individual without effecting current individual agreements already in place. agreements already in place.



Concept Development Concept Development

• The Florida Operation Wireless The Florida Operation Wireless System was conceived to provide a System was conceived to provide a flexible yet comprehensive system. flexible yet comprehensive system.

• The conceptual model was developed The conceptual model was developed during the Summer of 2005. After during the Summer of 2005. After presentation to FLAIRS in September, presentation to FLAIRS in September, a committee was formed to develop a committee was formed to develop an Invitation to Negotiate for the an Invitation to Negotiate for the FLOW system. FLOW system.



Project Timeline - 2006Project Timeline - 2006 Task Completion DateIssue ITN (Posted on Website) February 13, 2006

Vendor question deadline February 23, 2006

Addendum release (Posted on website) March 1, 2006

Vendor responses due March 14, 2006

Vendor notification and negotiaion March 22, 2006

ITN Review Work Group March 23, 2006

Proposal Presentation- 2-1-1 Network April 16, 2006

Projected Project Commencement Date May 26, 2006

FLAIRS Board Acceptance June 22, 2006

SUNCOM Network Service Agreement Signed July 11, 2006

CSA (Communication Service Authorization) Submitted July 24, 2006

Initial FLOW Team Planning Meeting August 2, 2006

Project Presentation to 2-1-1 Network Partners September 7, 2006

Build Communication Network September 15, 2006

Partner Statement of Understanding Signed September 30, 2006

Develop Speech Recognition Application October 27, 2006

Statewide Roll-out November 10, 2006

Develop Reporting Format November 15, 2006

Monitor, Test and Tune December 15, 2006

Project Implementation January 5, 2007



Hybrid SystemHybrid System

Calls to programmed Towers and Calls to programmed Towers and Switches would go straight to local 2-Switches would go straight to local 2-1-1 call center (No cost to 2-1-1 1-1 call center (No cost to 2-1-1 center) center)

The individual 2-1-1 Centers have The individual 2-1-1 Centers have made arrangements with their local made arrangements with their local wireless providers. wireless providers.



Hybrid SystemHybrid System

Calls to “non-programmed” Towers Calls to “non-programmed” Towers would go to FLOW Center (2-1-1 would go to FLOW Center (2-1-1 Center charged for incoming calls Center charged for incoming calls from FLOW Center)from FLOW Center)



Types of Types of Routing - TranslationRouting - Translation

Tower – BasedTower – Based• Tower, site and Tower, site and

company dependentcompany dependent• Requires regular Requires regular

maintenance as towers maintenance as towers are addedare added

• Requires TELCO Requires TELCO maintenancemaintenance

• Cost associated with Cost associated with each towereach tower

• Limited capacity for Limited capacity for redirecting of callsredirecting of calls

Switch-basedSwitch-based• Hard-wired at Hard-wired at

switch from multiple switch from multiple exchanges/large exchanges/large areaarea

• Less complexLess complex• Little ongoing Little ongoing

maintenancemaintenance• Often no charge by Often no charge by

TELCOTELCO



FLOW SYSTEMFLOW SYSTEM((FLFL AIRS AIRS OOperation peration WWireless)ireless)



Cell phone user dials 2-1-1Cell phone user dials 2-1-1

Call is picked up by nearest Telco Call is picked up by nearest Telco TowerTower for that specific service within the for that specific service within the

geographic area (cell) geographic area (cell)

Tower



Call sent (usually by land lines) toCall sent (usually by land lines) to

Tower

Company Company SwitchSwitch

Tower



Switch directs call to Specific 1-Switch directs call to Specific 1-800800

Company Company A SwitchA Switch

2-1-1 2-1-1 Network Network

Distribution Distribution CenterCenter

FLOW CenterFLOW Center

Company Company A SwitchA Switch

Company Company B SwitchB Switch

Company Company C SwitchC Switch

Company Company C SwitchC Switch



Caller uses IVR/Menu System to Caller uses IVR/Menu System to select area where they need select area where they need

information. information.

2-1-1 2-1-1 Network Network DistributDistribut

ion ion

FLOW FLOW CenterCenter



Distribution CenterDistribution Center directs call to directs call to appropriate 2-1-1 Centerappropriate 2-1-1 Center based on caller based on caller

requestrequest

2-1-1 2-1-1 Network Network DistributDistribut

ionion

FLOW FLOW CenterCenter

Switchboard Switchboard of Miamiof Miami

2-1-1 2-1-1 Big BendBig Bend

Center for Center for InformationInformation

and Crisis Servicesand Crisis Services

211 Brevard211 Brevard



Regional 2-1-1 Call Center Regional 2-1-1 Call Center receives callreceives call

2-1-1 2-1-1 Big BendBig Bend



ITN Requirements ITN Requirements • Solution must have capacity to serve Solution must have capacity to serve

every Florida cell phone callerevery Florida cell phone caller

• Solution may be service-based (No Solution may be service-based (No equipment purchase or investment equipment purchase or investment by FLAIRS)by FLAIRS)

• Solution must accommodate hybrid Solution must accommodate hybrid system (exclude certain areas)system (exclude certain areas)



ITN Requirements ITN Requirements • Solution must be simple for caller – Solution must be simple for caller –

preferably voice recognitionpreferably voice recognition• Solution must accommodate existing Solution must accommodate existing

2-1-1 Center equipment. 2-1-1 Center equipment.



ITN Requirements ITN Requirements • Vendor must provide monthly billing Vendor must provide monthly billing

itemized and detailed by service, itemized and detailed by service, usage, location, originating wireless usage, location, originating wireless provider and call center. provider and call center.

• Vendor must agree to bill and receive Vendor must agree to bill and receive payments from each 2-1-1 Center payments from each 2-1-1 Center based on percentage utilization of based on percentage utilization of overall minutes of usage and/or calls overall minutes of usage and/or calls delivered. delivered.



ITN Requirements ITN Requirements

• Proposal and cost must be based on Proposal and cost must be based on a ten minute call - 240,000 calls a a ten minute call - 240,000 calls a year (first year) with ability to upsize year (first year) with ability to upsize ( 10 – 50%) or downsize (20%) ( 10 – 50%) or downsize (20%) without significant price difference without significant price difference

• Proposal should be based on 1, 2 or 3 Proposal should be based on 1, 2 or 3 year contract periods year contract periods



ITN Requirements ITN Requirements • Installation and activation of service Installation and activation of service

must be a seamless transition and must be a seamless transition and accommodation of current wireless accommodation of current wireless telephone solutionstelephone solutions

• Proposal must include IVR solution Proposal must include IVR solution for English and Spanish speaking for English and Spanish speaking callers with suggested solution for callers with suggested solution for Creole Creole



ITN Requirements ITN Requirements

• Proposal should include possible Proposal should include possible options and costs associated with options and costs associated with potential disaster rerouting and call potential disaster rerouting and call overflow service offering overflow service offering

• Proposal must include proposed Proposal must include proposed pricing including all taxes and fees. pricing including all taxes and fees.

• Proposal must include billing Proposal must include billing incrementsincrements



FLOW System CostsFLOW System Costs• Cost of Programming Switches Cost of Programming Switches (Hopefully none)(Hopefully none)

• Cost of FLOW Center translationCost of FLOW Center translation– Development of IVR/Set-up feeDevelopment of IVR/Set-up fee

• Per Call CostsPer Call Costs– IVR Redirect/Take back and transfer IVR Redirect/Take back and transfer

• Per Minute Costs Per Minute Costs – Cost of 1Cost of 1stst 800 number (time) 800 number (time)

• [[Each switch would have unique 800 number]Each switch would have unique 800 number]

– Cost of 2nd 800 number (time)Cost of 2nd 800 number (time)• [Each 2-1-1 Center would have a unique 800 number][Each 2-1-1 Center would have a unique 800 number]

– Cost of IVR Treatment Cost of IVR Treatment

• Monthly chargesMonthly charges– IVR System PortIVR System Port– Other PortsOther Ports

• Other Taxes and FeesOther Taxes and Fees



FLOW System CostsFLOW System Costs

• Cost of FLOW Center translationCost of FLOW Center translation– Development of IVR/Set-up feeDevelopment of IVR/Set-up fee

$80,370.00$80,370.00

• Per Call CostsPer Call Costs– IVR Redirect/Take back and transferIVR Redirect/Take back and transfer

$0.03$0.03



FLOW System CostsFLOW System Costs

• Per Minute Costs Per Minute Costs – Cost of 1Cost of 1stst 800 number $0.029 per 800 number $0.029 per

minute minute •[[Each switch would have unique 800 number]Each switch would have unique 800 number]

– Cost of 2nd 800 number (time) $0.049 per Cost of 2nd 800 number (time) $0.049 per minuteminute

•[Each 2-1-1 Center would have a unique 800 [Each 2-1-1 Center would have a unique 800 number]number]

– Cost of IVR TreatmentCost of IVR Treatment•$0.053 per minute (Estimated time = 1 $0.053 per minute (Estimated time = 1

minute) minute)



FLOW System CostsFLOW System Costs• Monthly chargesMonthly charges

– Recurring Circuit ChargeRecurring Circuit Charge•Non-speech trunk 84 units $23.54 per unitNon-speech trunk 84 units $23.54 per unit

– $1,977.36$1,977.36

•Speech trunk 12 units $80.38 per unit Speech trunk 12 units $80.38 per unit – $964.56$964.56

• Other taxes and feesOther taxes and fees– Florida Gross Receipts Surcharge 2.5%Florida Gross Receipts Surcharge 2.5%– Federal Carrier Universal Service Fee 10.9%Federal Carrier Universal Service Fee 10.9%



Current Steps - ChallengesCurrent Steps - Challenges• Complete Memorandum of Complete Memorandum of

Understandings with 2-1-1 Network Understandings with 2-1-1 Network MembersMembers

• Review all city names in Florida. Review all city names in Florida. Associate with area code, county and Associate with area code, county and 2-1-1 Network Center. 2-1-1 Network Center.

• Determine policy for handling calls Determine policy for handling calls requesting information for “White requesting information for “White Areas”Areas”



Who is the Partnership Team?Who is the Partnership Team?



Florida DMS toll-free network providerHighest possible reliability through SONET facilitiesNetwork was not disrupted by KatrinaEmergency routing capabilitiesDedicated State of Florida Account Team



• Hosted Automated Speech Recognition (ASR) Hosted Automated Speech Recognition (ASR) and IVRand IVR

• Live Operator ServicesLive Operator Services

• Highly responsive to your needsHighly responsive to your needs

• Services part of existing Centrex Agreement with Services part of existing Centrex Agreement with DMSDMS

• Dedicated CenturyLink/PATlive Account TeamDedicated CenturyLink/PATlive Account Team



• Existing vendor agreements that meet your Existing vendor agreements that meet your requirements. Competitively bid and approved for requirements. Competitively bid and approved for your use.your use.

• Allows Agencies to purchase without term Allows Agencies to purchase without term commitments commitments

• Relationships with major telecom vendorsRelationships with major telecom vendors• Manages ESF2 (Emergency Support Function for Manages ESF2 (Emergency Support Function for

Communications). Your communications are a Communications). Your communications are a priority during emergencies.priority during emergencies.



Project ManagementProject Management

• Mahmoud Sondossi will be the lead Mahmoud Sondossi will be the lead Project Manager for DMS. Project Manager for DMS.

• Each vendor will assign a Project Each vendor will assign a Project Manager Manager

• Weekly implementation meetings Weekly implementation meetings throughout the entire processthroughout the entire process

• Ongoing monthly meetings to discuss Ongoing monthly meetings to discuss changes, invoicing and service issues changes, invoicing and service issues

F L O WF L O WContactsContacts

FLAIRS

Dr. Janet Bard Hanson, FLOW Project Manager Randy Nicklaus, 2-1-1 Network Member

Florida Department of Management Services

Mohammad AmirzadehRaghib Qureshi

CENTURYLINK

Tom AveryPATLIVE

Victor DaurioKen Devivo

Deltacom

Chad Parnell



AT&T,Verizon T-MobileOthers

Deltacom

211 Network Centers

Sprint/PATLive ASR

How will FLOW work?How will FLOW work?

DeltacomTake-back & transfer



Ordering ServicesOrdering Services

• FLAIRS has opened a DMS accountFLAIRS has opened a DMS account• FLAIRS will submit a CSA on behalf of FLAIRS will submit a CSA on behalf of

each 211 Network Centereach 211 Network Center• DMS will forward orders to CenturyLink DMS will forward orders to CenturyLink

and Deltacom for provisioningand Deltacom for provisioning• Change requests submitted by FLAIRS Change requests submitted by FLAIRS

through the CSA processthrough the CSA process



InvoicingInvoicing

• Each Network Center is invoiced individually by Each Network Center is invoiced individually by DMSDMS

• FLAIRS receives a consolidated invoice FLAIRS receives a consolidated invoice

• Invoice chargesInvoice charges– Shared costs pro-rated by % of call volumeShared costs pro-rated by % of call volume



Questions/Comments?Questions/Comments?

Janet Bard Hanson, Ph.D.Janet Bard Hanson, Ph.D.

• Director of Management and Director of Management and Information ProgramsInformation Programs

• 2-1-1 Big Bend, Inc.2-1-1 Big Bend, Inc.

•www.211bigbend.org

• [email protected]

http://www.211bigbend.org/

mailto:[email protected]



Credits:Credits:

• ““2-1-1 and Wireless Update” 2-1-1 and Wireless Update” Presentation by Lucinda Nord, Presentation by Lucinda Nord, Indiana 2-1-1 at 2005 AIRS Indiana 2-1-1 at 2005 AIRS Conference, Tucson, Arizona Conference, Tucson, Arizona

Documents

FLOW FL AIRS Operation Wireless Capturing the Cell Phone Jewels