FLOW Florida Operation Wireless

1
FLOWFlorida Operation Wireless

• Fresh Air Access to 2-1-1
• A System for Total 2-1-1 Services for Florida
• A Panel Discussion
•    Janet Bard Hanson, Ph.D. - FLAIRS, Moderator
• Raghib Qureshi - Florida Department of
  Management Services
• Steve C Buckles - EMBARQDoug Wussler - PATLive
  
• Philip Shoemaker - Deltacom
• Monday, May 7, 2007
• Hyatt Regency, Jacksonville, Florida   

2
Our Goal

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

3
Our 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
• (Visitors, College Students, Evacuees)
• Cell phones are used by people in vulnerable
  situations such as domestic violence, hurricane
  evacuees, college students away from home

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.

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.

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, stimulated by ideas at the AIRS
  conference in Tucson. After presentation of the
  ideas to FLAIRS in September, a committee was
  formed to develop an Invitation to Negotiate for
  the FLOW system.

7
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.
  

8
Hybrid System

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

9
How does FLOW work?
2-1-1 Network Centers
Take-back transfer
Embarq/PATLive IVR
10
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)

11
Call sent (usually by land lines) to
Tower
Company Switch
12
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
13
2-1-1 Network Distribution FLOW Center

Caller uses IVR system to select area where they
need information.
14
(No Transcript)
15
Distribution Center directs call to appropriate
2-1-1 Center based on caller request
2-1-1 Tampa Bay Cares
2-1-1 Big Bend

2-1-1 Network Distribution FLOW Center
Switchboard of Miami
2-1-1 North Central Florida
16
Regional 2-1-1 Call Center receives call

2-1-1 Big Bend
17
Requirements

• Solution must have capacity to serve every
  Florida cell phone caller
• All Cellular Networks
• Solution may be service-based (No equipment
  purchase or investment by FLAIRS)
• Solution must accommodate hybrid system (exclude
  certain areas)

18
Requirements

• Solution must be simple for caller in stressful
  situation (voice recognition)
• Solution must accommodate existing 2-1-1 Center
  equipment.

19
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 set costs and
  percentage utilization of overall minutes of
  usage and/or calls delivered.

20
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

21
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

22
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

23
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

24
FLOW System Costs

• Cost of FLOW Center translation
• Development of IVR/Set-up fee
• Per Call Costs
• IVR Redirect/Take back and transfer

25
FLOW System Costs

• Per Minute Costs
• Cost of 1st 800 number
• Cost of 2nd 800 number (time)
• Each 2-1-1 Center would have a unique 800
  number
• Cost of IVR Treatment
• (Estimated time 1 minute)

26
FLOW System Costs

• Monthly charges
• Recurring Circuit Charge
• Non-speech trunk
• Speech trunk
• Other taxes and fees

27
Implementation 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
• Procuring funding for start-up costs

28

Who is the Partnership Team?

29

• 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 Florida Emergency Operations Center
  (Emergency Support Function for Communications).
  Your communications are a priority during
  emergencies.

30

• Florida Department of Management Services
  toll-free network provider
• Highest possible reliability through diverse
  network services
• Provides enhanced toll-free routing services
• Emergency routing capabilities
• Dedicated State of Florida Account Team

31

• Services part of existing hosted telephony
  Agreement with Florida
• Hosted Automated Speech Recognition (ASR) and
  Interactive Voice Response (IVR)
• Live Operator Services if needed
• Highly responsive to needs of FLAIRS
• Dedicated Embarq/PATLive Account Team

32
Project Management

• FLAIRS Project Management by DMS.
• Each partner assigned a Project Manager
• Weekly implementation meetings throughout the
  entire process
• Ongoing monthly meetings to discuss changes,
  invoicing and service issues

33
Questions/Comments?

• Janet Bard Hanson, Ph.D.
• Director of Management and Information Programs
• 2-1-1 Big Bend, Inc.
• www.211bigbend.org
• jbhanson_at_211bigbend.org

34
Special Thanks Credits

• Blue Cross and Blue Shield of Florida for
  funding start-up costs
• United Way of Florida for financial management
• 2-1-1 and Wireless Update Presentation by
  Lucinda Nord, Indiana 2-1-1 at 2005 AIRS
  Conference, Tucson, Arizona

35
F L O WContacts
FLAIRS Dr. Janet Bard Hanson, FLOW Project
Manager, 2-1-1 Big Bend Elizabeth Donoghue,
FLAIRS President, 2-1-1 Brevard Ted Granger,
FLAIRS Board, President, United Way of
Florida Randy Nicklaus, 2-1-1 Network Member,
2-1-1 Big Bend Bob Arnold, Chair 2-1-1 Network
Comm., UW 2-1-1, NE Florida Florida Department
of Management Services Raghib Qureshi EMBARQ Ste
ve C BucklesPATLive Doug Wussler Deltacom
Philip Shoemaker