CALIFORNIA LIFELINE PROGRAM Consumer Education Workshop January 7, 2011 By California Public Utilities Commission’s Communications Division
PRELUDE • Introduction • Emergency Evacuation Information • Workshop Etiquette • Agenda Additions
CARRIER’S RESPONSIBILITIES • Scripts’ Content • California LifeLine Annual Notices’ Content • General Annual Notices’ Content • Web Sites’ Content • Information in Accessible Formats (including video relay)
CONTENT • Rates • Types of Available Discounts • Eligibility Requirements • Application Process • Pre-qualification Requirement • Renewal Process • www.californialifeline.com • California LifeLine Administrator’s contact information • California LifeLine’s Call Center Information • Location for Web site = within applicable phone plans directly accessed by a unique and specific link • Nomenclature for Web site and other materials = directly related to the program
EXAMPLES OF WEB SITES AT&T • Click on Home Phone and then Scroll to Lifeline under Home Phone TELSCAPE COMMUNICATIONS, INC. • Click on Residential Service, Scroll on Voice Services, and then Click on Additional Services. COX • Type “California LifeLine” in Search Box, and then Choose any of the top 5 items listed. SUREWEST • Click on Support under Sacramento Area, Type “California LifeLine” in Search Box, and then Click on the only search result, ULTS (Universal Lifeline Telephone Service). VERIZON • Click on Phone, on Standard Calling Plans, on Local & Long Distance, on Frequently Asked Questions, and then on Lifeline Services
PROPOSED TIMETABLE • July 1, 2012: Distribute Templates for scripts, California LifeLine annual notice, general notice, Web pages, and training materials • August 1, 2012: Deadline to submit scripts, California LifeLine annual notices, and Web pages for review and approval by CPUC Staff • August 31, 2012: Complete reviews of scripts and California LifeLine annual notices • October 31, 2012: Complete reviews of Web pages • First half of September 2012: Disseminate California LifeLine annual notices to coincide with California LifeLine Awareness Week • September to December 2012: Train customer service representatives on approved scripts • December 2012: Launch Web pages • January 1, 2013: Begin using approved scripts
IN-LANGUAGE TRAINING • Customer Service Representatives • California LifeLine Outreach Partners • CPUC’s Consumer Affairs Branch • TEAM’s Outreach Partners
Federal Communications Commission’s (FCC) Rules for Consumer Education • Interconnected VoIP providers must automatically provide 911 service to all customers as a standard, mandatory feature and transmit all 911 calls, including the callback number and the caller’s registered physical location, to the PSAP. • No “opt-in” or “opt-out” of 911 service. • Before a VoIP customer’s service activation, the VoIP provider must acquire the customer’s physical location in which the service will be first used. • Updates to physical locations must also be allowed. • “All providers must specifically advise new and existing customers of the circumstances under which 911 service may not be available through the interconnected VoIP service or may in some way be limited in comparison to traditional 911 service. They must distribute labels to all customers warning them if 911 service may be limited or not available and instructing them to place the labels on and/or near the equipment used in conjunction with the interconnected VoIP service.” • “Interconnected VoIP providers must obtain affirmative acknowledgement from all existing customers that they are aware of and understand any limitations of their 911 service.” http://www.fcc.gov/cgb/consumerfacts/emergencies.html
WIRELESS E9-1-1 SERVICE LEVELS • Michael Aguilar Presentation
VoIP E9-1-1 DEPLOYMENT • FCC mandate 05-116A1 issued 5/20/2005: Specifically, VoIP i2 specifies that VoIP Service Providers (VSPs) shall route their calls into the 9-1-1 network and send the registered user location information to a designated PSAP. • Mission = to implement the best "comparable E9-1-1" service for the VoIP user that calls 9-1-1 in California and keep the network reliable and dependable in cooperation with the local exchange carriers, PSAPs, VSPs, VPCs, and ESGWs • Goal = get the registered location information of a VoIP user to the most appropriate PSAP via statewide standards using the 9-1-1 network. • Primary Coordinator = California 9-1-1 Emergency Communications Office (9-1-1 Office) • For questions specific to the VoIP deployment, email Donna Pena at firstname.lastname@example.org or contact her at (916) 657-6116. http://www.ocio.ca.gov/PSCD/Services/911/VoIP.htm
CURRENT PRACTICE • Comcast - Option 1: Type “911” in Search Box and then Choose any of the top 6 items listed. - Option 2: Choose Xfinity Voice and then Scroll to the bottom of the page. - Option 3: Choose Xfinity Voice, Click on Help & Support and on More Digital FAQs under Help with Comcast Digital Voice, and then on the left side of the page, Click on E911.
CURRENT PRACTICE • AT&T - Option 1: Type “911” in the Search Box and then Choose any of the top 7 items listed except for “GoPhone e911 – Wireless from AT&T”. - Option 2: Click U-Verse, Scroll on Explore, Choose Voice, and then Click 911 Services - Option 3: Click U-Verse, Scroll on Explore, Choose Voice, Click Go to Voice, and then Click 911 Service and/or Battery Backup
CURRENT PRACTICE • Vonage - Option 1: On the home page, Scroll to the bottom, and then Click on www.vonage.com/911.
CURRENT PRACTICE • SureWest - Option 1: Click on Voice, on Digital Phone Packages, and then on Learn More on any of the packages. - Option 2: Click on Voice, on Digital Phone Packages, FAQs, and then Choose the question, “Can I rely on this service to connect to 911?”. - Option 3: Click on Support under Sacramento Area, and then on Battery Backup Information.
CURRENT PRACTICE • Skype - Option 1: Click on Support, and then Type “911” in Search Box. Message: Search results for "911" 1 answers from FAQs Can I call an emergency number from Skype? No. Skype is not a replacement for traditional telephone services and cannot be used for emergency calling (112, 211, 999, 911 , etc.).
CURRENT PRACTICE • T-Mobile - Option 1: Scroll on Plans, Select any of them and Click on More details, on Services tab next to Details tab, and then on Emergency Calls. *Not all of the more specific plans have the Emergency Calls link.
CURRENT PRACTICE • Verizon - Option 1: Click on Support and on Additional FiOS Digital Voice FAQs, and then Choose the 3rd question, “What are some primary differences between FiOS Digital Voice and traditional voice service?”. - Option 2: Click on Support, on Phone, and on FiOS Digital Voice under Top FAQs and then Choose the 3rd question, “What are some primary differences between FiOS Digital Voice and traditional voice service?”. - Option 3: Click on Support, Type “911” in the Search Box, and then Choose the 4th line item, “Loss of Power or a Broadband Outage. - Option 4: Type “LifeLine” in Search Box, Click on Frequently Asked Questions – Verizon Wireless Support, and then Click on E911 Compliance.
CURRENT PRACTICE • Sprint - Option 1: Type “911” in Search Box, Click on Go to DTMF and Important 911 (APCO) Information, and then Click on DTMF and Important 911 (APCO) Information.
Additional Suggestions for Consumer Education • Carriers’ Responsibilities • In-language Training • Informing the public about circumstances under which 9-1-1 may not be available
Web Links AT&T’s 9-1-1 related Web links: • http://www.att.com/global-search/search.jsp?q=911&searchEngine=g&tab=Res&App_ID=HOME&companyStr=&uLoc=3_13_D • http://www.att.com/u-verse/explore/911.jsp • http://www.att.com/u-verse/explore/911-acknowledgement.jsp • http://www.att.com/u-verse/explore/phone-landing.jsp • http://www.att.com/u-verse/explore/battery-backup.jsp Verizon 9-1-1 related Web links: • http://www22.verizon.com/ResidentialHelp/Phone/General+Support/FiOS+Voice+Service/FVS/121220.htm • https://www36.verizon.com/fiosvoice/FAQ.aspx • http://wirelesssupport.verizon.com/faqs/Wireless+Issues/faq_e911_compliance.html?t= SureWest’s 9-1-1 related Web links: • http://www.surewest.com/DigitalPhone/faqs.php • http://www.surewest.com/assets/pdf/dig-phone-battery-backup.pdf Skype’s 9-1-1 related Web link: • https://support.skype.com/en/search?q=911
Web Links Comcast’s 9-1-1 related Web links: • http://security.comcast.net/e911/ • http://customer.comcast.com/Pages/FAQListViewer.aspx?topic=Voice&folder=d32c90b4-e7ae-42c7-8100-162bcf660acc • http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=bfdff050-151d-4145-a51c-23e620f622c9&fss=911 • http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=2d6f69d1-c7bc-4bc7-9b1b-5bd2c08a5826&fss=911 • http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=b5abfe3b-cae9-49f6-a804-7e75a015a008&fss=911 • http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=4ea25103-86dc-4f60-8ba1-6d1ca7ed55ed&fss=911 • http://www.comcast.com/corporate/Customers/Policies/SubscriberAgreement.html?fss=911 • http://www.comcast.com/About/PressRelease/PressReleaseDetail.ashx?PRID=985&fss=911
Web Links Vonage’s 9-1-1 related Web links: • http://www.vonage.com/ • http://www.vonage.com/911/ • http://www.vonage.com/tos/ Sprint’s 9-1-1 related Web link: • http://sprint.tekgroupweb.com/article_display.cfm?article_id=1473 T-Moile’s 9-1-1 related Web link: • http://www.t-mobile.com/Popup/ProductCatalog_Popup.aspx?action=basicservicebyplan&data=c54479c3-5527-4a49-96af-6fd4e75c520c#0b91a419-d972-45dc-bd14-3171c600a043