California LifeLine Program
Update
Low Income Oversight Board
February 27, 2013
California LifeLine Program Updates
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CA LifeLine All Party Meeting – January 29, 2013
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Third Party Administrator Transition
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Catch-up Renewal Forms
Invalid Service Addresses
Implementation of Requirement – SSN/DOB
Compliance Requirements – FCC 12-11
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Image Exchange Process
Opt Out – National Duplicates Database
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Direct Application Process
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Commission mandated a process to facilitate a faster enrollment
process for CA LifeLine Applicants (Resolution T-17366) in July
2012.
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Communications Division and the Third Party Administrator (Xerox)
were given until November 1 to implement a process that allowed
potential applicants direct contact with Xerox to circumvent the
delays associated with mailing an application form back and forth.
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Xerox proposed a number of solutions, and worked with the pilot
team of carriers (Cricket, Nexus, Telscape Wireless and TC
Telephone) to test and implement a solution.
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Direct Application Process - continued
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The DAP allows for point-of-sale, real-time applications
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Applicants can be offered LifeLine benefits at the same time they sign up for instore service
The carrier employee submits the applicant’s basic information (name, address,
phone number) to Xerox in a meta-data file.
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The Xerox database does a real-time check to ensure the applicant does not
already have a LifeLine subsidy with another carrier.
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If the applicant passes the duplicates check, an application form is emailed back
to the carrier with the basic applicant information already filled in. This usually
takes less than 60 seconds.
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The applicant can either take the form home, fill it out and mail it back, or they can
bring their supporting documentation back to the store and the carrier would email
the completed package to Xerox.
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Direct Application Process - continued
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Current statistics for the DAP program to date:
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A total of 5,141 transaction. Of those:
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3,484 application requests
 1,252 approved for LifeLine
 2,056 pending a decision
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578 correctible denials sent
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144 denials
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32 disconnected
The balance of the transactions are customer transfers or reconnections
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Cricket is the only carrier currently using DAP.
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Nexus hopes to be fully in production within 2-4 weeks
TC Telephone plans to implement DAP within 30 days
Telscape is pending on an IT review
Virgin Mobile (Assurance) is reviewing the Specifications Document
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Enhanced Lifeline
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According to USAC, there were an average of 615 tribal Lifeline
customers in California in 2012
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Communications Division is finalizing a Specifications Document
that will allow LifeLine customers living on federally recognized
tribal land to certify for the additional benefits by simply filling in a
bubble on the form.
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Contact Information
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Benjamin Schein – LifeLine Implementation
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BDA@cpuc.ca.gov; (415) 703-1088
Michaela Pangilinan – LifeLine Outreach
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WOW@cpuc.ca.gov; (415) 703-1890
RHA, Inc. (Outreach Contractor) – Vanessa Anderson
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vanderson@rhainc.com; (559) 447-7000
Consumer Affairs Branch
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http://www.cpuc.ca.gov/puc/cec/e_complaint/; (800) 649-7570
Xerox State and Local Solutions, Inc. (LifeLine Public Call Center)
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https://www.californialifeline.com/en
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(866) 272-0349 – English
(866) 272-0354 – Korean
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(866) 272-0350 – Spanish
(866) 272-0355 – Vietnamese
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(866) 272-0351 – Lao/Hmong
(866) 272-0356 – Chinese
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(866) 272-0352 – Khmer
(866) 296-0860 – Japanese
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(866) 272-0353 – Tagalog
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