1 / 32

FLOW FL AIRS Operation Wireless Seven Years of Connecting Cell Phone Callers to 2-1-1 Centers

FLOW FL AIRS Operation Wireless Seven Years of Connecting Cell Phone Callers to 2-1-1 Centers . 2006..2007..2008..2009..2010..2011..2012..2013. Janet Bard Hanson, Ph.D. Randall Nicklaus 2-1-1 Big Bend, Inc. Tallahassee . Florida 2-1-1 Goal .

ronda
Download Presentation

FLOW FL AIRS Operation Wireless Seven Years of Connecting Cell Phone Callers to 2-1-1 Centers

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. FLOWFL AIRS Operation WirelessSeven Years of Connecting Cell Phone Callers to 2-1-1 Centers 2006..2007..2008..2009..2010..2011..2012..2013 Janet Bard Hanson, Ph.D. Randall Nicklaus 2-1-1 Big Bend, Inc. Tallahassee

  2. Florida 2-1-1 Goal 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 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. Hybrid System Calls to locally programmed Towers and Switches would go straight to local 2-1-1 call center, not through FLOW (No cost to 2-1-1 center) The individual 2-1-1 Centers have made and need to make arrangements with the wireless providers. These arrangements include signed agreements and authorizations. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  8. Hybrid System The 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

  9. Tower – Based Tower, site and company dependent Requires regular maintenance as towers are added and changed 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

  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) Cell Tower may be 20 – 30 miles away FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

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

  12. When local agreements are in place with the Cell Phone Providers, the switch (based on the location of the tower) directly translates the 2-1-1 number and forwards to 2-1-1 Network Center Number Company A Switch Company B Switch 2-1-1 Network Center FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  13. For some areas using FLOW (no individual local agreements) the switch directs call to Specific FLOW 1-800 Company A Switch Company B Switch Company C Switch Company C Switch Company A Switch FLOW Center FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  14. 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

  15. Distribution Centerdirects call to appropriate 2-1-1 Center based on caller request Tampa Bay Cares 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

  16. If the IVR System cannot understand the city name that the caller is asking, the calls are distributed to a 2-1-1 Center based on the calling number. FLOW Center 2-1-1 Center Based on first six digits of ten digit number. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  17. If a city within the eight county Big Bend area is requested , the call is sent to 2-1-1 Big Bend. 2-1-1 Big Bend FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  18. Features of FLOW System • System has capacity to serve every Florida cell phone caller • System is service-based (No equipment purchase or investment by FLAIRS) • System accommodates hybrid system (exclude certain areas) • Solution is simple for caller – voice recognition • Solution accommodates existing 2-1-1 Center equipment. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  19. Features of FLOW System • Vendor provides monthly billing itemized and detailed by service, usage, location, originating wireless provider and call center. • Vendor agrees 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

  20. Features of FLOW System • Installation and activation of service is a seamless transition and accommodation of current wireless telephone solutions • System includes IVR solution for English and Spanish speaking callers FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  21. Features of FLOW System • System includes possible options and costs associated with potential disaster rerouting and call overflow service offering FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  22. 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

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

  24. Florida DMS toll-free network provider • Highest possible reliability through SONET facilities (Earthlink) • Emergency routing capabilities • Dedicated State of Florida Account Team FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  25. 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/PATlive Account Team FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  26. 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

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

  28. Services • FLAIRS has Dept. Management Services account • FLAIRS and each 2-1-1 Network Center have a Memorandum of Understanding • FLAIRS submits a CSA on behalf of each 211 Network Center • DMS will forwards orders to CenturyLink (Patlive) and Earthlink/Deltacom for provisioning • Change requests submitted by FLAIRS through the CSA process FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  29. Invoicing • FLAIRS receives a consolidated invoice • Invoice charges • Shared costs pro-rated by % of call volume • Each network Center received invoice based on set system fees and percentage of usage. FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  30. Current IssuesTranslation and Routing of 2-1-1 Calls Cell Cable Internet Landlines Companies AT&T Brighthouse VOIP CenturyLink MetroPCS Comcast Magic Jack Verizon Verizon Vonage Bell South T-Mobile AT&T Sprint PCS MVNO (Tracphone) FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  31. Current ChallengesTranslation and Routing of 2-1-1 CallsCell Phones Center-based System and FLOW System Active Agreements New Companies serving area Merging Companies – separate systems Second Party Providers Mobile Virtual Network Operators (Boost, etc,) (no equipment – using others infrastructure) Equipment changes (towers and switches) Cell phone users reaching distant tower 20+ miles FLAIRS - J.B.Hanson, Ph.D. 2-1-1 Big Bend

  32. FLAIRS • Dr. Janet Bard Hanson, FLOW Project Manager • Randy Nicklaus, 2-1-1 Network Member • 2-1-1 Big Bend, Inc. • P.O. Box 11095 • Tallahassee, Florida 32302 • 850-617-6310 • Florida Department of Management Services • Mohammad Amirzadeh • RaghibQureshi • CENTURYLINK • Tom AveryPATLIVE • Victor Daurio • Ken Devivo • Earthlink/Deltacom • Chad Parnell F L O WContacts

More Related