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© 2013 Utilities Telecom Council
Transforming Critical Infrastructure
The Cost of Modernization: Perspectives on
Effectively Managing Today's Advanced Technology
Assets without Breaking the Bank
•  Art Meierdirk, Senior Director, Business Services – INOC
•  Dan Belmont, Director, Energy & Utilities - West Monroe Partners
•  Gary Sanders, Telecom Manager – Sun Prairie Utilities
Utility & Advanced Technology Overview
Dan Belmont,
Director, Energy & Utilities
Utility & Advanced Technology Overview
3
•  Utilities – Drivers for Advanced Technologies
•  The Telecom “Tipping Point”
•  Advanced Technologies – Applications vs. Telecom Capabilities
•  Creating a Roadmap
•  Cyber Security and Telecom Synergy
•  Lesson’s Learned and Path to Success
Utilities – Drivers for Advanced Technologies
4
•  Mission?
•  Over the next 10-15 years, we will transform our delivery
infrastructure into a model we call the “Utility of the
Future” which will:
–  Empower customers to control electricity usage and costs
–  Improve service, enhance reliability and cost controls
–  Improve the customer experience
–  Increase efficiency of our operations
–  Enable Distributed Generation
–  Networks and Microgrids
Utilities – Drivers for Advanced Technologies
5
GRID Modernization
End Use Programs
Enabling Infrastructure Investments
Information Technology
Core Telecommunications
Service and Data
Center,
Substation, and
SCADA
Communications
Transmission,
Distribution, and
Substation
Automation
(DA/SA)
Advanced
Metering
Infrastructure
(AMI)
Mission Critical
Voice and Data
Systems
Backhaul
The Telecom Tipping Point
6
AT&T, Verizon, and LECsannounce discontinued analogcircuit support in 2013 andservice in 2018
NERC CIP version 5
removes the non-
routable protocol
exclusion for critical
assets
NISTiR 7628 Smart Grid cyber
security standards must
address attacks from
disgruntled employees,
industrial espionage, and
terrorists ….
95% of Utility companies aregoing to experience coppertheft this year.
Cooper theft caused 456,000outage minutes, 52 injuriesand 35 deaths in one year.
Utilities with AMI have more managed
devices per square mile than LECs,
Cable, or Cellular Carriers
Applications vs. Telecom Networks Capabilities
7
Smart Metering &
Home Area
Network
Distribution
Automation
Substation
Protection and
Automation
Network
Backhaul
Enterprise
Communications
Mobile Voice/
Data
Communication Applications New challenges for processes and people
Applications vs. Telecom Networks Capabilities
8
Distribution
Automation
Substation
Protection and
Automation
§  Coverage of >99% of Meters
(preferably Electric, Gas and Water)
§  Higher Latency, Excellent Coverage
§  Typically Need Mesh Capability
between Meters and HAN Devices
Network
Backhaul
Smart Metering
& Home Area
Network
Enterprise
Communications
Mid-Tier
Backhaul
Mobile Voice/
Data
Telecom
Backbone
AMI and HAN
Communications
Mobile Voice/
Data
Applications
Communication
Systems
Communication Systems Characteristics
8
§  Mission Critical Voice/Data
§  Wide Band Mobile Data
§  Coverage across Service Territory
§  Power Generation Back-up
§  Low Latency Broadband
§  Good Uplink Capacity for Video
§  Coverage across Service Territory
§  Power Generation Back-up
§  Mission Critical Voice/Data
§  Wide Band Mobile Data
§  Relay Teleprotection Services
§  Coverage across Service Territory
§  Power Generation Back-up
Applications vs. Telecom Networks Capabilities
9
Tier	
  One
Core	
  MPLS
Tier	
  Three	
  
Access	
  Collectors
Tier	
  Two
Backhaul
Explore combinations of Tier 2 solutions with Tier 3 networks to
minimize net cost while maintaining Cyber Security and IP design
standards
Creating a Telecom Roadmap
10
Microwave/Fiber	
  Backhaul	
  
	
  
• Backbone	
  IP	
  
Communica0ons	
  
• Connec0vity	
  to	
  AMI	
  comm.	
  
• Connec0vity	
  to	
  substa0ons	
  
• Connec0vity	
  to	
  2-­‐Way	
  Radio	
  
IT	
  “Hand-­‐Off”	
  
ENTERPRISE	
  BUS	
  
• Customer	
  Billing/CRM	
  	
  
• Load	
  Control	
  Management	
  System	
  
• Meter	
  Data	
  Management	
  System	
  
• Outage	
  Management	
  System	
  
• Distribu0on	
  Management	
  System	
  
• Energy	
  Management	
  System	
  
Service
Center
AMI	
  
	
  
• 	
  AMI	
  Communica0ons	
  
• 	
  Smart	
  Meters	
  
• 	
  Distribu0on	
  Automa0on	
  
• Power	
  Quality	
  Meters	
  	
  
• Vehicular	
  Radios	
  	
  
• Portable	
  Radios	
  
2-­‐Way	
  Voice	
  &	
  Mobile	
  Data	
  
• 	
  Microwave	
  or	
  Fiber	
  Based	
  	
  
• 	
  SCADA	
  to	
  Substa0ons	
  
• 	
  Communica0ons	
  to	
  AMI	
  	
  
• 	
  Relay	
  Teleprotec0on	
  services	
  	
  
• 	
  Distribu0on	
  Automa0on	
  
SubstaLon	
  &	
  DistribuLon	
  	
  
CommunicaLons	
  
Home	
  Area	
  Network	
  (HAN)	
  	
  
• 	
  Home	
  Energy	
  Display	
  
• 	
  Programmable	
  Thermostats	
  
• 	
  Load	
  Control	
  Relays	
  
• 	
  Renewable	
  Energy	
  Genera0on	
  
• 	
  PHEV/EV	
  Smart	
  Charging	
  
Cyber Security and Telecommunications Synergy
11
Cyber Security and Telecommunications Synergy
12
 MPLS service with four forwarding classes
§  Reserve 2 Mb/s for voice and 4 Mb/s for video
§  Enforce 14 Mb/s PIR for overall service
§  Allow critical and best-effort traffic to burst up to 14 Mb/s if bandwidth is available
 Less overall bandwidth
required
§  lower overall cost
 Priority and best-effort traffic
are equally well served
§  Voice and video do not always consume
all the reserved bandwidth
CIR=0
PIR=4 Mb/s
PIR=max
PIR=max
PIR=2 Mb/s
CIR=2 Mb/s
CIR=4 Mb/s
CIR=4 Mb/s
Overall
SLA=14 Mb/s
Voice
Video
SCADA
FE
Normal Data
Change Management and Training
13
= Aware = Knowledgeable = Expert
Telecom/Cyber
Security will
Require Training
across the Utility
•  Create a holistic business case and roadmap
•  Design cyber security in from the ground up
•  Tight Quality Control, Quality Assurance, and Audit
•  Carefully Orchestrated Cutover/Migration
•  Business Process Design
•  Organizational Change Management
Lesson’s Learned and Path to Success
REB REBMEB
Ping	
  MEB	
  to	
  verify	
  
power	
  (From	
  ALU	
  
gear)
Verify	
  in	
  GS	
  which	
  
MEB(s)/REB(s)	
  are	
  
communicating	
  with
Ping	
  7705	
  to	
  verify	
  power	
  	
  (Can	
  be	
  done	
  within	
  SW	
  or	
  
with	
  a	
  device	
  on	
  the	
  same	
  subnet/network).	
  	
  Also	
  
check	
  SW	
  for	
  downed	
  equipment	
  alert
Ping	
  6855	
  from	
  7705	
  to	
  verify	
  power.	
  (Can	
  be	
  done	
  
within	
  SW	
  or	
  a	
  device	
  on	
  the	
  same	
  subnet/network).	
  	
  	
  
Also	
  check	
  SW	
  for	
  downed	
  equipment	
  alert
Ping	
  7705	
  from	
  6855	
  to	
  
test	
  connectivity	
  and	
  
power	
  
Check	
  SAM	
  to	
  
ensure	
  MEB	
  port	
  is	
  
up	
  and	
  active	
  on	
  
either	
  6855	
  or	
  7705
Check	
  success	
  rates	
  
in	
  G.S	
  than	
  PI	
  to	
  
identify	
  other	
  
possible	
  issues
Still	
  up?
No
Refer	
  to	
  site	
  master	
  to	
  verify	
  what	
  
equipment	
  is	
  on	
  site
If	
  a
	
  7705
	
  is	
  o
n-­‐s
ite
If	
  6
855
	
  is	
  o
n-­‐s
ite
ME
B
Fail	
  ping
Then
Pass	
  ping
Pass	
  Ping
If	
  all	
  else	
  fails:
On-­‐site	
  visit	
  by	
  qualified	
  and	
  identified	
  group	
  through	
  process	
  of	
  
elimination.	
  	
  Worst	
  case	
  scenario.	
  	
  (SSN,	
  BIG,	
  ALU,	
  Standby,	
  MJ,	
  CED)
Pass	
  ping
Pass	
  ping
Alert/Remedy	
  Ticket	
  
from	
  SSN	
  that	
  MEB	
  is	
  
down
Find	
  out	
  alerting	
  tool	
  for	
  AC	
  power	
  loss,	
  
DC	
  backup	
  activated,	
  Backhaul	
  issues.	
  	
  
That	
  way	
  if	
  other	
  steps	
  “fail”	
  we	
  can	
  
start	
  a	
  new	
  process	
  flow
Pass	
  Ping
Fail	
  Ping
Fail	
  Ping
Fail	
  Ping
Yes
Gary Sanders
Telecom Manager
The Sun Prairie Utilities Experience
Sun Prairie Utilities
16
•  Who and what we are
–  Municipality
–  100+ years old
–  Population of 30,000
–  Electric / Water / Internet / WAN
Municipal Entry Into Telecom
17
•  Approached by Sun Prairie Area School District in
1998
•  They had been quoted a price from the local ILEC for
$1.2 million to furnish WAN services to School
District
•  Cable company was not interested in furnishing
services at the time
•  City of Sun Prairie got involved
•  Formed study committee between the three entities
•  They used a map of the city to lay out 10 school sites, 5
city sites and 12 Sun Prairie Utilities sites.
•  The result was a natural overhead loop on our electric
distribution poles.
•  At that point, we did an engineering study which was
funded by the three Committee members for $5,000
each.
•  Also, at this point our Utility Commission became
involved and was very supportive.
•  Obtained CLEC license
•  Saving to the SPASD & City exceeds $1M
The Committee Met…
18
Launching Fiber WAN
19
•  Simple P2P roll out for School District , City & Utility
sites for SCADA
•  Began offering business solutions
•  Evolving expectations / scope
•  Transition from ATM to Ethernet
•  Engineering, design & support needs
•  Partner with NOC provider
–  24x7x365 Support
–  Reduced staff & tools (monitoring / ticketing)
costs
•  At the time customers were not happy with services &
availability offered by Incumbent providers
•  Temporary solution – FTTH technology had not matured
enough at the time. We wanted to offer the community
something until we found a FTTH product that we were
comfortable with
•  Wireless solution would ultimately complement FTTH
technology
Why Wireless?
20
Muni Wireless Hype Cycle
21
Enhanced Fiber WAN
22
•  Growing services and support
•  Required outside resource / expertise
•  Higher level of expectations from subscribers
Partner with NOC provider
–  Network engineering, design &
deployment
–  24x7 Support
–  Reduced staff & tools (monitoring /
ticketing) costs
•  Multi-node 10Gb ring architecture
•  Serving MDU’s as way to expand
infrastructure and grow network cost
effectively
Lessons Learned
23
Fixed Wireless
•  Line of sight / unlicensed spectrum interference
•  Technology / hardware life cycles
•  Complimentary to fiber infrastructure – Not end-all
solution
Fiber
•  High demand
•  Symmetrical bandwidth
•  Reliability
•  Scalability
•  GPON
•  High demand
•  Economic Development
•  Smart Grid
•  Quality of Life
•  Customer Service
•  Public Private Partnerships
•  Political challenges at local & state levels
2014 FTTX Initiative 2.0
24
The Network Operations Center
On-going Support
Art Meierdirk
Senior Director, Business Services
On-going Support – Service Level Agreement
(SLA) Based
26
•  Define the “product”
•  Facilities / power / environmental
•  Transport / switching
•  Connectivity
•  Set Service Level Requirements
•  Metrics (alarm / call handling / accuracy)
•  Service availability (uptime)
•  Time to entry
•  Restoration response time (time to action)
•  Quality Assurance metrics & reports
Value
Proposition
Elements
Value
Converted
to SLAs
Meeting Business / Communication Expectations
27
•  Build a solution for 24x7 support to meet
SLA requirements:
•  Action on Monitored Infrastructure Alarms
•  Answer Incoming Calls / Messages
•  Notifications of Clients / Customers / Users
•  Escalation and/or Dispatch for Restoration
•  Time to Restoration
•  Documentation of all Actions for Reporting SLA
Performance
Tools
Process
People
Integration
Solution Elements
28
•  Tools – Monitoring, Workflow, Documentation &
Reporting
•  Process – Best-in-class (ITIL) / Focus on SLA
•  People – Skill Set to Match Functional Requirements
•  Professional (Consultation) Services – Integration of
Tools and Process-based on SLA Requirements
”Structured NOC”
Tools
29
•  Monitoring, Workflow Documentation & Reporting
•  Device / EMS / NMS / Dry Contacts – Alarm
Aggregation from all Infrastructure Systems
•  Workflow Management / Ticketing System with Time-
stamp as Work Progresses or Escalation of Work is
Delayed
•  Portal / Web Access for Customer Access to their
Information
Comprehensive (Single) View
30
NOC
Monitoring
System (Alarm
Aggregation)
Secure
Connection
Security
Systems
HVAC Systems
EMS / NMS
Devices
Ideal: Monitoring System to
Aggregate ALL Alarms into “Single
Pane of Glass”
Process
31
•  Process (ITIL) – Documented, Standards-based
and Focus on SLA Fulfillment
•  Process Flow Mapping
•  Work Instructions for Every Process
•  Expected Results
•  Escalation when Required
•  Closure and Documentation
•  Reporting
•  Real Need for Best-in-class Process
Development
People
32
Skill Set to Match Functional Requirements
•  Service Desk
•  Tier 1 Support
•  Advanced Support
•  Subject Matter Expertise
Quantity
Time
Staffing
W
orkLoad
Staffing Limitations:
•  Budget Constraints
•  Staff Additions Often Lag Growth
•  Multiple Responsibilities - Staff for Highest Job
Requirements
Structured NOC
33
ACTIVITY TYPE BY TIER: Tier 1 Tier 2/3
PERIODIC REVIEW 3% 10%
DOCUMENTATION 2% 3%
INCIDENT MANAGEMENT 7% 18%
24x7 EVENT MONITORING 39%
CALLS/E-MAILS 14% 4%
Tier	
  1	
  
Activities
65%
Tier	
  2/3	
  
Activities
35%
•  Tiered Jobs
•  Resource Pool
•  Maintain Focus
•  Meet SLAs
•  Control Costs
•  Right Sized” Solution
Knowledge Base / Runbook
34
•  Documentation for all Aspects of the Business
•  Architecture
•  Organization
•  Process Flow
•  Work Instructions
•  Contingencies
•  Business Continuity Plan
Other Considerations
35
Service Turn-Up Team •  Dedicated service turn-up team
•  Initial set-up and changes – process and
procedure, ticketing configuration, equipment
monitoring, etc.
Systems
& Development
•  Continued development of monitoring tools
•  Integration with third-party/client systems
•  Custom monitoring, reporting
Project Management
& NOC Run Book
Development
•  Development and documentation of operational
support processes for clients
•  Advanced Runbook including comprehensive
client-specific process flow diagrams and detailed
work instructions for Incident Management,
Problem Management and Change Management
Customer Advocacy •  Represents customer’s interests
•  Reports, QA, QC programs
•  Ongoing reviews with client team
Transforming Critical Infrastructure
Questions / Open Discussion
•  Art Meierdirk, Senior Director, Business Services – INOC
•  Dan Belmont, Director, Energy & Utilities - West Monroe Partners
•  Gary Sanders, Telecom Manager – Sun Prairie Utilities

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INOC - Art Meierdirk Presentation from UTC April 15, 2014

  • 1. © 2013 Utilities Telecom Council Transforming Critical Infrastructure The Cost of Modernization: Perspectives on Effectively Managing Today's Advanced Technology Assets without Breaking the Bank •  Art Meierdirk, Senior Director, Business Services – INOC •  Dan Belmont, Director, Energy & Utilities - West Monroe Partners •  Gary Sanders, Telecom Manager – Sun Prairie Utilities
  • 2. Utility & Advanced Technology Overview Dan Belmont, Director, Energy & Utilities
  • 3. Utility & Advanced Technology Overview 3 •  Utilities – Drivers for Advanced Technologies •  The Telecom “Tipping Point” •  Advanced Technologies – Applications vs. Telecom Capabilities •  Creating a Roadmap •  Cyber Security and Telecom Synergy •  Lesson’s Learned and Path to Success
  • 4. Utilities – Drivers for Advanced Technologies 4 •  Mission? •  Over the next 10-15 years, we will transform our delivery infrastructure into a model we call the “Utility of the Future” which will: –  Empower customers to control electricity usage and costs –  Improve service, enhance reliability and cost controls –  Improve the customer experience –  Increase efficiency of our operations –  Enable Distributed Generation –  Networks and Microgrids
  • 5. Utilities – Drivers for Advanced Technologies 5 GRID Modernization End Use Programs Enabling Infrastructure Investments Information Technology Core Telecommunications Service and Data Center, Substation, and SCADA Communications Transmission, Distribution, and Substation Automation (DA/SA) Advanced Metering Infrastructure (AMI) Mission Critical Voice and Data Systems Backhaul
  • 6. The Telecom Tipping Point 6 AT&T, Verizon, and LECsannounce discontinued analogcircuit support in 2013 andservice in 2018 NERC CIP version 5 removes the non- routable protocol exclusion for critical assets NISTiR 7628 Smart Grid cyber security standards must address attacks from disgruntled employees, industrial espionage, and terrorists …. 95% of Utility companies aregoing to experience coppertheft this year. Cooper theft caused 456,000outage minutes, 52 injuriesand 35 deaths in one year. Utilities with AMI have more managed devices per square mile than LECs, Cable, or Cellular Carriers
  • 7. Applications vs. Telecom Networks Capabilities 7 Smart Metering & Home Area Network Distribution Automation Substation Protection and Automation Network Backhaul Enterprise Communications Mobile Voice/ Data Communication Applications New challenges for processes and people
  • 8. Applications vs. Telecom Networks Capabilities 8 Distribution Automation Substation Protection and Automation §  Coverage of >99% of Meters (preferably Electric, Gas and Water) §  Higher Latency, Excellent Coverage §  Typically Need Mesh Capability between Meters and HAN Devices Network Backhaul Smart Metering & Home Area Network Enterprise Communications Mid-Tier Backhaul Mobile Voice/ Data Telecom Backbone AMI and HAN Communications Mobile Voice/ Data Applications Communication Systems Communication Systems Characteristics 8 §  Mission Critical Voice/Data §  Wide Band Mobile Data §  Coverage across Service Territory §  Power Generation Back-up §  Low Latency Broadband §  Good Uplink Capacity for Video §  Coverage across Service Territory §  Power Generation Back-up §  Mission Critical Voice/Data §  Wide Band Mobile Data §  Relay Teleprotection Services §  Coverage across Service Territory §  Power Generation Back-up
  • 9. Applications vs. Telecom Networks Capabilities 9 Tier  One Core  MPLS Tier  Three   Access  Collectors Tier  Two Backhaul Explore combinations of Tier 2 solutions with Tier 3 networks to minimize net cost while maintaining Cyber Security and IP design standards
  • 10. Creating a Telecom Roadmap 10 Microwave/Fiber  Backhaul     • Backbone  IP   Communica0ons   • Connec0vity  to  AMI  comm.   • Connec0vity  to  substa0ons   • Connec0vity  to  2-­‐Way  Radio   IT  “Hand-­‐Off”   ENTERPRISE  BUS   • Customer  Billing/CRM     • Load  Control  Management  System   • Meter  Data  Management  System   • Outage  Management  System   • Distribu0on  Management  System   • Energy  Management  System   Service Center AMI     •   AMI  Communica0ons   •   Smart  Meters   •   Distribu0on  Automa0on   • Power  Quality  Meters     • Vehicular  Radios     • Portable  Radios   2-­‐Way  Voice  &  Mobile  Data   •   Microwave  or  Fiber  Based     •   SCADA  to  Substa0ons   •   Communica0ons  to  AMI     •   Relay  Teleprotec0on  services     •   Distribu0on  Automa0on   SubstaLon  &  DistribuLon     CommunicaLons   Home  Area  Network  (HAN)     •   Home  Energy  Display   •   Programmable  Thermostats   •   Load  Control  Relays   •   Renewable  Energy  Genera0on   •   PHEV/EV  Smart  Charging  
  • 11. Cyber Security and Telecommunications Synergy 11
  • 12. Cyber Security and Telecommunications Synergy 12  MPLS service with four forwarding classes §  Reserve 2 Mb/s for voice and 4 Mb/s for video §  Enforce 14 Mb/s PIR for overall service §  Allow critical and best-effort traffic to burst up to 14 Mb/s if bandwidth is available  Less overall bandwidth required §  lower overall cost  Priority and best-effort traffic are equally well served §  Voice and video do not always consume all the reserved bandwidth CIR=0 PIR=4 Mb/s PIR=max PIR=max PIR=2 Mb/s CIR=2 Mb/s CIR=4 Mb/s CIR=4 Mb/s Overall SLA=14 Mb/s Voice Video SCADA FE Normal Data
  • 13. Change Management and Training 13 = Aware = Knowledgeable = Expert Telecom/Cyber Security will Require Training across the Utility
  • 14. •  Create a holistic business case and roadmap •  Design cyber security in from the ground up •  Tight Quality Control, Quality Assurance, and Audit •  Carefully Orchestrated Cutover/Migration •  Business Process Design •  Organizational Change Management Lesson’s Learned and Path to Success REB REBMEB Ping  MEB  to  verify   power  (From  ALU   gear) Verify  in  GS  which   MEB(s)/REB(s)  are   communicating  with Ping  7705  to  verify  power    (Can  be  done  within  SW  or   with  a  device  on  the  same  subnet/network).    Also   check  SW  for  downed  equipment  alert Ping  6855  from  7705  to  verify  power.  (Can  be  done   within  SW  or  a  device  on  the  same  subnet/network).       Also  check  SW  for  downed  equipment  alert Ping  7705  from  6855  to   test  connectivity  and   power   Check  SAM  to   ensure  MEB  port  is   up  and  active  on   either  6855  or  7705 Check  success  rates   in  G.S  than  PI  to   identify  other   possible  issues Still  up? No Refer  to  site  master  to  verify  what   equipment  is  on  site If  a  7705  is  o n-­‐s ite If  6 855  is  o n-­‐s ite ME B Fail  ping Then Pass  ping Pass  Ping If  all  else  fails: On-­‐site  visit  by  qualified  and  identified  group  through  process  of   elimination.    Worst  case  scenario.    (SSN,  BIG,  ALU,  Standby,  MJ,  CED) Pass  ping Pass  ping Alert/Remedy  Ticket   from  SSN  that  MEB  is   down Find  out  alerting  tool  for  AC  power  loss,   DC  backup  activated,  Backhaul  issues.     That  way  if  other  steps  “fail”  we  can   start  a  new  process  flow Pass  Ping Fail  Ping Fail  Ping Fail  Ping Yes
  • 15. Gary Sanders Telecom Manager The Sun Prairie Utilities Experience
  • 16. Sun Prairie Utilities 16 •  Who and what we are –  Municipality –  100+ years old –  Population of 30,000 –  Electric / Water / Internet / WAN
  • 17. Municipal Entry Into Telecom 17 •  Approached by Sun Prairie Area School District in 1998 •  They had been quoted a price from the local ILEC for $1.2 million to furnish WAN services to School District •  Cable company was not interested in furnishing services at the time •  City of Sun Prairie got involved •  Formed study committee between the three entities
  • 18. •  They used a map of the city to lay out 10 school sites, 5 city sites and 12 Sun Prairie Utilities sites. •  The result was a natural overhead loop on our electric distribution poles. •  At that point, we did an engineering study which was funded by the three Committee members for $5,000 each. •  Also, at this point our Utility Commission became involved and was very supportive. •  Obtained CLEC license •  Saving to the SPASD & City exceeds $1M The Committee Met… 18
  • 19. Launching Fiber WAN 19 •  Simple P2P roll out for School District , City & Utility sites for SCADA •  Began offering business solutions •  Evolving expectations / scope •  Transition from ATM to Ethernet •  Engineering, design & support needs •  Partner with NOC provider –  24x7x365 Support –  Reduced staff & tools (monitoring / ticketing) costs
  • 20. •  At the time customers were not happy with services & availability offered by Incumbent providers •  Temporary solution – FTTH technology had not matured enough at the time. We wanted to offer the community something until we found a FTTH product that we were comfortable with •  Wireless solution would ultimately complement FTTH technology Why Wireless? 20
  • 21. Muni Wireless Hype Cycle 21
  • 22. Enhanced Fiber WAN 22 •  Growing services and support •  Required outside resource / expertise •  Higher level of expectations from subscribers Partner with NOC provider –  Network engineering, design & deployment –  24x7 Support –  Reduced staff & tools (monitoring / ticketing) costs •  Multi-node 10Gb ring architecture •  Serving MDU’s as way to expand infrastructure and grow network cost effectively
  • 23. Lessons Learned 23 Fixed Wireless •  Line of sight / unlicensed spectrum interference •  Technology / hardware life cycles •  Complimentary to fiber infrastructure – Not end-all solution Fiber •  High demand •  Symmetrical bandwidth •  Reliability •  Scalability
  • 24. •  GPON •  High demand •  Economic Development •  Smart Grid •  Quality of Life •  Customer Service •  Public Private Partnerships •  Political challenges at local & state levels 2014 FTTX Initiative 2.0 24
  • 25. The Network Operations Center On-going Support Art Meierdirk Senior Director, Business Services
  • 26. On-going Support – Service Level Agreement (SLA) Based 26 •  Define the “product” •  Facilities / power / environmental •  Transport / switching •  Connectivity •  Set Service Level Requirements •  Metrics (alarm / call handling / accuracy) •  Service availability (uptime) •  Time to entry •  Restoration response time (time to action) •  Quality Assurance metrics & reports Value Proposition Elements Value Converted to SLAs
  • 27. Meeting Business / Communication Expectations 27 •  Build a solution for 24x7 support to meet SLA requirements: •  Action on Monitored Infrastructure Alarms •  Answer Incoming Calls / Messages •  Notifications of Clients / Customers / Users •  Escalation and/or Dispatch for Restoration •  Time to Restoration •  Documentation of all Actions for Reporting SLA Performance Tools Process People Integration
  • 28. Solution Elements 28 •  Tools – Monitoring, Workflow, Documentation & Reporting •  Process – Best-in-class (ITIL) / Focus on SLA •  People – Skill Set to Match Functional Requirements •  Professional (Consultation) Services – Integration of Tools and Process-based on SLA Requirements ”Structured NOC”
  • 29. Tools 29 •  Monitoring, Workflow Documentation & Reporting •  Device / EMS / NMS / Dry Contacts – Alarm Aggregation from all Infrastructure Systems •  Workflow Management / Ticketing System with Time- stamp as Work Progresses or Escalation of Work is Delayed •  Portal / Web Access for Customer Access to their Information
  • 30. Comprehensive (Single) View 30 NOC Monitoring System (Alarm Aggregation) Secure Connection Security Systems HVAC Systems EMS / NMS Devices Ideal: Monitoring System to Aggregate ALL Alarms into “Single Pane of Glass”
  • 31. Process 31 •  Process (ITIL) – Documented, Standards-based and Focus on SLA Fulfillment •  Process Flow Mapping •  Work Instructions for Every Process •  Expected Results •  Escalation when Required •  Closure and Documentation •  Reporting •  Real Need for Best-in-class Process Development
  • 32. People 32 Skill Set to Match Functional Requirements •  Service Desk •  Tier 1 Support •  Advanced Support •  Subject Matter Expertise Quantity Time Staffing W orkLoad Staffing Limitations: •  Budget Constraints •  Staff Additions Often Lag Growth •  Multiple Responsibilities - Staff for Highest Job Requirements
  • 33. Structured NOC 33 ACTIVITY TYPE BY TIER: Tier 1 Tier 2/3 PERIODIC REVIEW 3% 10% DOCUMENTATION 2% 3% INCIDENT MANAGEMENT 7% 18% 24x7 EVENT MONITORING 39% CALLS/E-MAILS 14% 4% Tier  1   Activities 65% Tier  2/3   Activities 35% •  Tiered Jobs •  Resource Pool •  Maintain Focus •  Meet SLAs •  Control Costs •  Right Sized” Solution
  • 34. Knowledge Base / Runbook 34 •  Documentation for all Aspects of the Business •  Architecture •  Organization •  Process Flow •  Work Instructions •  Contingencies •  Business Continuity Plan
  • 35. Other Considerations 35 Service Turn-Up Team •  Dedicated service turn-up team •  Initial set-up and changes – process and procedure, ticketing configuration, equipment monitoring, etc. Systems & Development •  Continued development of monitoring tools •  Integration with third-party/client systems •  Custom monitoring, reporting Project Management & NOC Run Book Development •  Development and documentation of operational support processes for clients •  Advanced Runbook including comprehensive client-specific process flow diagrams and detailed work instructions for Incident Management, Problem Management and Change Management Customer Advocacy •  Represents customer’s interests •  Reports, QA, QC programs •  Ongoing reviews with client team
  • 36. Transforming Critical Infrastructure Questions / Open Discussion •  Art Meierdirk, Senior Director, Business Services – INOC •  Dan Belmont, Director, Energy & Utilities - West Monroe Partners •  Gary Sanders, Telecom Manager – Sun Prairie Utilities