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FLOW FL AIRS Operation Wireless Capturing the Cell Phone Jewels

FLOW FL AIRS Operation Wireless Capturing the Cell Phone Jewels

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FLOW FL AIRS Operation Wireless Capturing the Cell Phone Jewels

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  1. FLOWFL AIRS Operation WirelessCapturing the Cell Phone Jewels Statewide Coverage for 2-1-1 Janet Bard Hanson, Ph.D. 2-1-1 Big Bend, Inc. Thursday, September 7, 2006 “Hilton Tampa Airport Westshore”  Updated January 2012

  2. Florida 2-1-1 Jewels Access to 2-1-1 for all Floridians whether using land lines or cellular phones. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  3. Challenges • Number of wireless access lines has surpassed or will surpass landlines • Many Floridians are using wireless as primary telephone • Lower cost for long distance • Good option for people with poor credit • Supports transitory residency (Snow Birds, College Students, Evacuees) • Cellphones are used by people in vulnerable situations such as domestic violence, hurricane evacuees, college students away from home FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  4. Strategies for Solution 2-1 1 Centers have been working with the wireless providers in their areas to forward calls to their individual center. This system has been successful in many areas, however, some centers have had multiple issues and barriers to achieving this goal. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  5. Strategies for Solution The need for a Statewide System became apparent to serve as an umbrella to provide total coverage for the state – in all areas and all providers without effecting current individual agreements already in place. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  6. Concept Development • The Florida Operation Wireless System was conceived to provide a flexible yet comprehensive system. • The conceptual model was developed during the Summer of 2005. After presentation to FLAIRS in September, a committee was formed to develop an Invitation to Negotiate for the FLOW system. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  7. Project Timeline - 2006 FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  8. Hybrid System Calls to programmed Towers and Switches would go straight to local 2-1-1 call center (No cost to 2-1-1 center) The individual 2-1-1 Centers have made arrangements with their local wireless providers. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  9. Hybrid System Calls to “non-programmed” Towers would go to FLOW Center (2-1-1 Center charged for incoming calls from FLOW Center) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  10. Tower – Based Tower, site and company dependent Requires regular maintenance as towers are added Requires TELCO maintenance Cost associated with each tower Limited capacity for redirecting of calls Switch-based Hard-wired at switch from multiple exchanges/large area Less complex Little ongoing maintenance Often no charge by TELCO Types of Routing - Translation FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  11. FLOW SYSTEM(FL AIRS Operation Wireless) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  12. Cell phone user dials 2-1-1 Tower Call is picked up by nearest Telco Tower for that specific service within the geographic area (cell) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  13. Call sent (usually by land lines) to Tower Company Switch FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  14. Switch directs call to Specific 1-800 Company B Switch Company C Switch Company A Switch 2-1-1 Network Distribution Center FLOW Center Company A Switch Company C Switch FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  15. 2-1-1 Network Distribution FLOW Center Caller uses IVR/Menu System to select area where they need information. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  16. Distribution Centerdirects call to appropriate 2-1-1 Center based on caller request Center for Information and Crisis Services 2-1-1 Big Bend 2-1-1 Network Distribution FLOW Center Switchboard of Miami 211 Brevard FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  17. Regional 2-1-1 Call Center receives call 2-1-1 Big Bend FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  18. ITN Requirements • Solution must have capacity to serve every Florida cell phone caller • Solution may be service-based (No equipment purchase or investment by FLAIRS) • Solution must accommodate hybrid system (exclude certain areas) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  19. ITN Requirements • Solution must be simple for caller – preferably voice recognition • Solution must accommodate existing 2-1-1 Center equipment. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  20. ITN Requirements • Vendor must provide monthly billing itemized and detailed by service, usage, location, originating wireless provider and call center. • Vendor must agree to bill and receive payments from each 2-1-1 Center based on percentage utilization of overall minutes of usage and/or calls delivered. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  21. ITN Requirements • Proposal and cost must be based on a ten minute call - 240,000 calls a year (first year) with ability to upsize ( 10 – 50%) or downsize (20%) without significant price difference • Proposal should be based on 1, 2 or 3 year contract periods FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  22. ITN Requirements • Installation and activation of service must be a seamless transition and accommodation of current wireless telephone solutions • Proposal must include IVR solution for English and Spanish speaking callers with suggested solution for Creole FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  23. ITN Requirements • Proposal should include possible options and costs associated with potential disaster rerouting and call overflow service offering • Proposal must include proposed pricing including all taxes and fees. • Proposal must include billing increments FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  24. FLOW System Costs • Cost of Programming Switches (Hopefully none) • Cost of FLOW Center translation • Development of IVR/Set-up fee • Per Call Costs • IVR Redirect/Take back and transfer • Per Minute Costs • Cost of 1st 800 number (time) • [Each switch would have unique 800 number] • Cost of 2nd 800 number (time) • [Each 2-1-1 Center would have a unique 800 number] • Cost of IVR Treatment • Monthly charges • IVR System Port • Other Ports • Other Taxes and Fees FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  25. FLOW System Costs • Cost of FLOW Center translation • Development of IVR/Set-up fee $80,370.00 • Per Call Costs • IVR Redirect/Take back and transfer $0.03 FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  26. FLOW System Costs • Per Minute Costs • Cost of 1st 800 number $0.029 per minute • [Each switch would have unique 800 number] • Cost of 2nd 800 number (time) $0.049 per minute • [Each 2-1-1 Center would have a unique 800 number] • Cost of IVR Treatment • $0.053 per minute (Estimated time = 1 minute) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  27. FLOW System Costs • Monthly charges • Recurring Circuit Charge • Non-speech trunk 84 units $23.54 per unit • $1,977.36 • Speech trunk 12 units $80.38 per unit • $964.56 • Other taxes and fees • Florida Gross Receipts Surcharge 2.5% • Federal Carrier Universal Service Fee 10.9% FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  28. Current Steps - Challenges • Complete Memorandum of Understandings with 2-1-1 Network Members • Review all city names in Florida. Associate with area code, county and 2-1-1 Network Center. • Determine policy for handling calls requesting information for “White Areas” FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  29. Who is the Partnership Team? FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  30. Florida DMS toll-free network provider Highest possible reliability through SONET facilities Network was not disrupted by Katrina Emergency routing capabilities Dedicated State of Florida Account Team FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  31. Hosted Automated Speech Recognition (ASR) and IVR • Live Operator Services • Highly responsive to your needs • Services part of existing Centrex Agreement with DMS • Dedicated CenturyLink/PATliveAccount Team FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  32. Existing vendor agreements that meet your requirements. Competitively bid and approved for your use. • Allows Agencies to purchase without term commitments • Relationships with major telecom vendors • Manages ESF2 (Emergency Support Function for Communications). Your communications are a priority during emergencies. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  33. Project Management • Mahmoud Sondossi will be the lead Project Manager for DMS. • Each vendor will assign a Project Manager • Weekly implementation meetings throughout the entire process • Ongoing monthly meetings to discuss changes, invoicing and service issues FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  34. FLAIRS • Dr. Janet Bard Hanson, FLOW Project Manager • Randy Nicklaus, 2-1-1 Network Member • Florida Department of Management Services • Mohammad Amirzadeh • Raghib Qureshi • CENTURYLINK • Tom AveryPATLIVE • Victor Daurio • Ken Devivo • Deltacom • Chad Parnell F L O WContacts

  35. AT&T,Verizon T-Mobile Others Deltacom Deltacom How will FLOW work? 211 NetworkCenters Take-back & transfer FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  36. Ordering Services • FLAIRS has opened a DMS account • FLAIRS will submit a CSA on behalf of each 211 Network Center • DMS will forward orders to CenturyLink and Deltacom for provisioning • Change requests submitted by FLAIRS through the CSA process FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  37. Invoicing • Each Network Center is invoiced individually by DMS • FLAIRS receives a consolidated invoice • Invoice charges • Shared costs pro-rated by % of call volume FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  38. Questions/Comments? Janet Bard Hanson, Ph.D. • Director of Management and Information Programs • 2-1-1 Big Bend, Inc. • www.211bigbend.org • jbhanson@211bigbend.org FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  39. Credits: • “2-1-1 and Wireless Update” Presentation by Lucinda Nord, Indiana 2-1-1 at 2005 AIRS Conference, Tucson, Arizona FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend