ATCI/NagraVision/ETI Aggregate Programming Transport Model

1
Triple Play Back Office Issues for Public
Utilities
Peter M. Pifer, CEO ppifer_at_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 CDRs)
• 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 Adjustm
ents 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 STBs) Inventory
management Specified device life-cycle and work
order management e.g., stock -gt installer -gt
subscriber -gt tech -gt QA Test -gt 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 Name Network Technology
  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
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
  customers residence on day of install
• - Work / tasks are completed
• - Equipment is installed -gt 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 cant bill it - You dont have a
  business