Flowoverview

FLOWFlorida Operation Wireless: 

FLOW Florida 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 - EMBARQ Doug Wussler - PATLive Philip Shoemaker - Deltacom Monday, May 7, 2007 Hyatt Regency, Jacksonville, Florida   

Our Goal : 

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

Our Challenges: 

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

Strategies for Solution : 

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.

Strategies for Solution : 

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.

Concept Development : 

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.

Hybrid System: 

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.

Hybrid System: 

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

How does FLOW work?: 

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

Cell phone user dials 2-1-1: 

Cell phone user dials 2-1-1 Call is picked up by nearest Telco Tower for that specific service within the geographic area (cell) Tower

Call sent (usually by land lines) to: 

Call sent (usually by land lines) to Company Switch Tower

Switch directs call to Specific 1-800 : 

Switch directs call to Specific 1-800 Company A Switch 2-1-1 Network Distribution Center FLOW Center Company A Switch Company B Switch Company C Switch Company C Switch

Slide13: 

Caller uses IVR system to select area where they need information. 2-1-1 Network Distribution FLOW Center

Distribution Center directs call to appropriate 2-1-1 Center based on caller request: 

Distribution Center directs call to appropriate 2-1-1 Center based on caller request 2-1-1 Network Distribution FLOW Center Switchboard of Miami 2-1-1 Big Bend 2-1-1 Tampa Bay Cares 2-1-1 North Central Florida

Regional 2-1-1 Call Center receives call: 

Regional 2-1-1 Call Center receives call 2-1-1 Big Bend

Requirements : 

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)

Requirements : 

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

Requirements : 

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.

Requirements : 

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

Requirements : 

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

Requirements : 

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

FLOW System Costs: 

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

FLOW System Costs: 

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

FLOW System Costs: 

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)

FLOW System Costs: 

FLOW System Costs Monthly charges Recurring Circuit Charge Non-speech trunk Speech trunk Other taxes and fees

Implementation Steps - Challenges: 

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

Slide28: 

Who is the Partnership Team?

Slide29: 

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.

Slide30: 

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

Slide31: 

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

Project Management: 

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

Questions/Comments?: 

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

Special Thanks & Credits: 

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

F L O WContacts : 

F L O W Contacts 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 Steve C Buckles PATLive Doug Wussler Deltacom Philip Shoemaker