211 US Texting Task Group
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- Ella Miles
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1 211 US Texting Task Group The meeting will begin shortly. If you want to participate in the live demo, text from your cell phone now. Text to the message in the subject. (This is the zip code we are using for the demo.)
2 Agenda for call Overview and Background 211 US telecom / tech goals in work plan 211 US Guiding Principles for Technology Solutions Texting and opportunity 211 US Charge to the Texting Task Group A vendor s perspective examples, experience, learnings Discussion and Next Steps UW_Template_
3 211US Telecom/Tech Goals Sample Goals Activities Goal #1 Explore opportunities and plan for unified telecomm system (including disaster response) Goal #2 Help internal and external audiences understand the telecommunications and technology needs. Goal #3 Develop and issue an RFI/RFP to acquire better information from vendors and for funders on the overall costs of a national system Update information for national call routing tables (public 10-digit, cell, IP) State of 211 translations and routing report Research with state directors on the terms by which 211s may participate (policy) Communications on 211 and State 211 Directors Lists Webinars/online meetings? Develop a strategic outreach plan to better understand the options regarding wireless, VOIP, emerging technologies and alternative solutions/costs Goal #4 To create and communicate a clear business case for a national telecommunications structure, directed at both potential funders and the community Create a white paper that would outline the benefits to: -- Access everyone can reach from any device -- Routing calls will be routed to the right center -- Interoperability will be interoperable with each other and other systems April 6, Specific areas include:
4 211US Guiding Principles for Technology Solutions PURPOSE OF TECHNOLOGY WITHIN 211 Means to an end, not an end it itself Advancing vision while respecting organic roots Standards-based Cost efficiency and cost-effectiveness 211 CENTER AND SYSTEM PARTICIPATION IN TECHNOLOGY SOLUTIONS Input / perspectives Majority participation by middle 50%, helping, but not waiting for bottom 25% Carrot and stick initially incentivize participation Communications Uses of internal 211 information RELATIONSHIP WITH VENDORS/CONSULTANTS Vendor neutrality /open source technology Competition Criteria for strategic vendor relationship June 28,
5 211US Routing Table Project Background: First national routing table was established in 2006 with 25+ states. In late 2010, UWW hired a consultant to update information about translations and routing for all active 211 systems. Project goals: Submit updated IP (Internet Protocol) routing table Verify the numbers listed on 211.org for all 211s Document the translation and routing for disaster situations Assess the current state of translations and routing systems Why? Better service Access consumers using different telecommunications can reach Routing callers are routed to the right center to meet their needs Integration 211s may more easily move calls around the network Disasters disaster-related interruptions in 211 service may be minimized Principles for Inclusion in 211 US Routing Table based on feedback Decision to include 211s and systems where they are formally recognized as 211s, their state maintains a current MOU with 211US and committed to striving for AIRS Accreditation, including 24/7 service, if not already Accredited. Routing or translation options will be on opt-in, permission-only basis June 28,
6 EDUCATIONAL MESSAGE SERVICES EXAMPLES, EXPERIENCE AND OPPORTUNITIES 6
7 211US and Texting Opportunity Factoids 1. Texting is more common than wireline or wireless calls 2. Short Message Service (SMS) includes messages containing text, image, audio and video 3. 72% of U.S. adult cellphone users send and receive text messages (Pew, 2010) million US subscribers sent billion text messages per month, for an average of 534 messages per subscriber per month (CTIA, 2009) OPPORTUNITIES FOR TEXTING WITH One-way messaging out to individuals who subscribe to the service disaster updates to clients and/or agencies special initiatives targeted lists Two-way texting communications for provision of I&R Administrative functions Understanding the regulatory environment June 28,
8 Provisioned throughout the US and Canada All mobile carriers recognize the text 8
9 System works with zip codes Efficient data and process 9
10 Key Questions Gut reactions about texting opportunity (type in your response): 1) What attracts you most about texting and 2-1-1? 2) What is the biggest barrier, question or concern? Understanding the Issue (type and discuss) Do we understand enough to begin our work (cmte charge)? What additional info do we need before we can move forward? What other people need to be a part of this conversation? Functionality and prioritization What are the factors that will help define the functionality (service, cost, fundability, business case, population base, etc?) How do the factors influence the prioritization for 211US work? UW_Template_
11 211US Ad Hoc TXT Workgroup Ad hoc 211 Texting Task Group charged to outline national framework for texting opportunities: 1. provide leadership with this immediately on behalf of field 2. explore various functionalities and describe 3. prioritize functionality options 4. define parameters for any required exclusivity and nondisclosure agreements Next Steps: Invitation to join or nominate a person for TXT workgroup Special Texting Workgroup Call/Online Meeting on DATE TBD Provide the outline for pilot study Analyze study data for local and state system participation June 28,
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