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Triple Play Back Office Issues for Public Utilities

Triple Play Back Office Issues for Public Utilities. Peter M. Pifer, CEO ppifer@etisoftware.com. 6065 Atlantic Boulevard Suite B Norcross, GA 30071 770-242-3620. Triple Play – Business Issues. TV is Entertainment (Service Right Now!) One-Time Event Billing and Management

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Triple Play Back Office Issues for Public Utilities

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  1. Triple Play Back Office Issues for Public Utilities Peter M. Pifer, CEO ppifer@etisoftware.com 6065 Atlantic Boulevard Suite B Norcross, GA 30071 770-242-3620

  2. Triple Play – Business Issues TV is Entertainment (Service Right Now!) One-Time Event Billing and Management (Different than CDR’s) One Bill vs. Multiple Bills (Are Jumbo Bills Really a Problem?) Customer Service Reps – One vs. Many (How Many Times Can You Transfer a Call?) Managing the System (I Need More Reports – NOW!) Network Technology Issues (How Do We Deliver the Package?? FTTP, VDSL, HFC, IpTV) Multiple Franchise Locations (Different Cities, Different Channels & Pricing, “Freebies”)

  3. Launching FTTP and Video Services Challenges… Order Entry and Customer Management Serviceability – Is service available at location? Customer type (residential, commercial, bulk, employee, VIP) List of available products, campaign eligibility Order fulfillment Scheduling, installation and activation PIN option / management (i.e., reset, remove) PPV credit limit management ARU Support for PPV order ahead Interaction tracking – contact dates & times, person calling, reason, resolution, follow-up Service history Changes to subscriber services; trouble call history Billing disputes

  4. Launching FTTP and Video Services Challenges… Services/Packaging Service line-up; channel offering Product packaging and pricing “GameDay” packages Taxes & fees Service class (e.g., residential, commercial, employee) Billing Adjustments Prorates Discounts Non-recurring charges Distributed payment options PPV, VOD, LD, Operator Assistance, etc. Install, equipment charges Recurring charges Monthly service charges

  5. Launching FTTP and Video Services Challenges… Managing Customer Premise Equipment (CPE) Inventory and Device Provisioning Requirements New controllers to communicate for service activation Bulk loads of CPE from manufacturer (e.g., ONTS and STB’s) Inventory management Specified device life-cycle and work order management e.g., stock -> installer -> subscriber -> tech -> QA Test -> stock Batch updates to inventory Barcode reader interface Device-specific features Enable / disable Install firmware; initialize device; collect un-recovered IPPV purchases Asset Management Tracking of equipment; audit of who updated equipment info Historic data on where device has been and who was responsible for it Un-recovered equipment charges

  6. Launching FTTP and Video Services Challenges… Producing “Cable-Centric” Required Reports Royalty reports Service take rates (e.g., 10,000 active subs w/ HBO) PPV/VOD reports (e.g., 400 buys for Lost in Translation for June) Carrier Access Billing Devices are customer premise equipment, set top boxes, optical network termination boxes etc. Device disposition reports # of devices in inventory (i.e., not assigned to a customer) # of devices assigned to technician 1234 Lost / stolen device report Accounting reports Total revenue for services and PPV Revenue per channel, etc. PPV / VOD revenue

  7. Software Solutions Controller / EMS Provisioning Connectors Provisioning Sequence Management Order Entry / Rating Engine Upgrades Work Order System Extensive Reporting Systems Advertising Scheduling & Billing Corporate or Multiple Organization Control Systems

  8. Triple-Play DeploymentsBy Municipal Utilities Customer NameNetworkTechnology Billing System Bristol, TN FTTP Alcatel, SA Digital 5Inc. Chelan County PUD FTTP Alcatel, SA Digital In House Dalton Utilities FTTP Alcatel, SA Digital CONC/FTTP Primal Newnan, GA HFC SA Digital / Cable Modem / VOIP Cogsdale Jackson Utilities (JEA) FTTP Motorola Digital, Wave 7, Orcom City of Thomasville HCF SA Digital in House Bristol Virginia Utilities Board FTTP Alcatel, OSI, SA Digital BillQuest City of Lebanon HFC SA Analog, HITS, CableModem In House City of Phillipi FTTP Motorola (AXS Vision) ADG Motorola (NAS/RAC) City of Tifton HFC SA Digital, SA Analog TBS City of Windom FTTP OSI, SA Digital Primal Greenville Electric Utility HFC Motorola Digital HTE Monmouth Independent Network FTTP Alcatel, SA Digital Bill Quest Morristown Utilities FTTP Alcatel, SA Digital CSA / Cogsdale SIGECOM, Inc (City of Evansville) HFC SA Digital, SeaChange VOD Telution

  9. Jackson Energy Authority FTTP Fiber Networks with Wave7 and Motorola Jackson Provides TV Service Two Independent Telephone and Internet Service Providers

  10. Front Office - BSS • Order Entry • Rating • Work Order • Scheduling LMG ONT FTTH Network Jackson Energy Front-Office / Back-Office Processes JEA CSR JEA CSR • CSR inputs service request through BSS GUI - Customer info, billing info, services • CSR schedules installation work through BSS GUI • Installer / Technician is dispatched to customer’s residence on day of install - Work / tasks are completed - Equipment is installed -> LMG auto-discovery - Order status is updated Billing begins; provisioning of services occurs • BSS initiates push of service information to OSS when order is activated / closed • OSS performs real-time flow-through provisioning of all Customer Premise Equipment (CPE) via interfaces to: • - Provisions Wave7 LMG ports • - Voice (POTS), Data (Ethernet) and Video (RF) • - Auto discovery (AD) occurs when fiber to newly installed LMG is lit up • - OSS auto-provisions LMG when AD msg is received • - Provisions Motorola DCT set top (behind W7 RF video port) • OSS collects usage records from set top control system for upload to BSS • BSS aggregates all customer charges at customer bill cycle and exports to 3rd party A/R system Headend Headend Back Office – OSS - Provisioning Wave7 LMS Motorola DAC 6K PPV and VOD Orders

  11. Summary • Do a “gap” analysis, develop a check list of issues • Talk to other industry leaders • Get started early, back office issues are as critical as hardware issues • If you can’t bill it - You don’t have a business

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