FLOW
FL AIRS Operation Wireless
Capturing 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
Florida 2-1-1 Jewels
Access to 2-1-1 for all
Floridians whether
using land lines or
cellular phones.
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2-1-1 Big Bend
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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
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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.
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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.
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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.
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Project Timeline - 2006
Task
Completion Date
Issue ITN (Posted on Website)
Vendor question deadline
Addendum release (Posted on website)
Vendor responses due
Vendor notification and negotiaion
ITN Review Work Group
Proposal Presentation- 2-1-1 Network
Projected Project Commencement Date
FLAIRS Board Acceptance
SUNCOM Network Service Agreement Signed
CSA (Communication Service Authorization) Submitted
Initial FLOW Team Planning Meeting
Project Presentation to 2-1-1 Network Partners
Build Communication Network
Partner Statement of Understanding Signed
Develop Speech Recognition Application
Statewide Roll-out
Develop Reporting Format
Monitor, Test and Tune
Project Implementation
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2-1-1 Big Bend
February 13, 2006
February 23, 2006
March 1, 2006
March 14, 2006
March 22, 2006
March 23, 2006
April 16, 2006
May 26, 2006
June 22, 2006
July 11, 2006
July 24, 2006
August 2, 2006
September 7, 2006
September 15, 2006
September 30, 2006
October 27, 2006
November 10, 2006
November 15, 2006
December 15, 2006
January 5, 2007
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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.
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Hybrid System
Calls to “non-programmed” Towers would
go to FLOW Center (2-1-1 Center charged
for incoming calls from FLOW Center)
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Types of
Routing - Translation
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
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Switch-based
• Hard-wired at switch
from multiple
exchanges/large area
• Less complex
• Little ongoing
maintenance
• Often no charge by
TELCO
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2-1-1 Big Bend
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FLOW SYSTEM
(FL AIRS Operation Wireless)
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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)
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Call sent (usually by land lines) to
Tower
Tower
Company
Switch
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Switch directs call to Specific 1-800
Company
B Switch
Company A
Switch
Company
C Switch
2-1-1 Network
Distribution
Center
Company
C Switch
Company
A Switch
FLOW Center
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2-1-1
Network
Distribution
FLOW
Center
Caller uses IVR/Menu System to select
area where they need information.
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Distribution Center directs call to appropriate 2-1-1
Center based on caller request
Center for
Information
and Crisis Services
2-1-1
Big Bend
211 Brevard
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2-1-1
Network
Distribution
FLOW
Center
FLAIRS - J.B.Hanson, Ph.D.
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Switchboard
of Miami
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Regional 2-1-1 Call Center receives call
2-1-1
Big Bend
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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)
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ITN Requirements
• Solution must be simple for caller –
preferably voice recognition
• Solution must accommodate existing 2-1-1
Center equipment.
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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.
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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
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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
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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
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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
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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
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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)
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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%
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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”
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Who is the Partnership Team?
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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
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• 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
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• 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.
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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
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FLOW
FLAIRS
Contacts
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 Avery
PATLIVE
Victor Daurio
Ken Devivo
Deltacom
Chad Parnell
How will FLOW work?
211 Network Centers
AT&T,Verizon TMobile
Others
Take-back & transfer
Deltacom
Deltacom
Sprint/PATLive ASR
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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
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Invoicing
• Each Network Center is invoiced individually by
DMS
• FLAIRS receives a consolidated invoice
• Invoice charges
– Shared costs pro-rated by % of call volume
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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
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Credits:
• “2-1-1 and Wireless Update” Presentation
by Lucinda Nord, Indiana 2-1-1 at 2005
AIRS Conference, Tucson, Arizona
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