IT Governance Business Case Enterprise-Wide Wireless Service Technology Solutions
Background The City of Durham currently uses Verizon as its wireless service provider for cellular devices. The 2019 IT Governance Steering Committee gave approval for the public safety portfolio to alpha and beta test FirstNet due to their potential increased business value for public safety operations. Alpha and beta testing validated the increased value in the FirstNet cellular service offered by AT&T for the public safety portfolio.
Current Business Problem During emergency events, public safety operations need prioritization of cellular service that is not currently offered by the City's current cellular service provider, Verizon.
Current Pain Points
•
Currently the public safety operations portfolio is competing with every resident to use cellular service during a crisis or during heavy usage. This will result in the inability for public safety to make phone calls during these times of network congestion
•
Having one cellular service provider creates a single point of failure for the City's cellular network during emergencies
Desired Business Value City of Durham’s Strategic Plan Goal: Innovative & High Performing Organization Implement strategies from Reimagining Government to deliver enhanced processes and programs
Future State Benefits The public safety operations portfolio cellular communications will always be prioritized utilizing AT&T’s FirstNet in the instances of network congestion and emergency events. The city will be using AT&Ts FirstNet for their NextGen broadband connectivity (5G network) to support the wireless gateways in order to add resiliency to the city’s fiber network. The non-public safety business units within the City will continue to use Verizon cellular service which is migrating to 5G. Having two providers of cellular service will provide resiliency to the city and TS is piloting the service of T-Mobile.
Analysis and Recommended Solution
Findings from the analysis •
•
•
•
• Verizon • AT&T FirstNet
What broadband speeds do you provide? •
Verizon 4G LTE wireless broadband is able to handle download speeds between 5 and 12 Mbps with peaks of 50 Mbps (Megabits per second) and upload speeds between 2 and 5 Mbps, Verizon 5G Ultra Wideband offers peak download speeds of 4+ Gbps and upload speeds of 200+ Mbps
•
FirstNet provides high-speed wireless broadband connectivity that is dedicated to public safety and is separated from all commercial traffic via a dedicated network core. Included is First Priority, which provides priority and, for First Responders, preemption capabilities on the network. FirstNet is an all-band solution and includes all AT&T LTE bands and Band 14 providing an enhanced voice, data, and messaging experience on the network, with no data throttling, ever.
Is there a cost associated with higher speeds?(If so what cost?) •
No, there are not higher costs for faster speeds for Verizon.
•
No, FirstNet provides First Priority for all users at all times, at no additional cost.
What specific devices do you offer? •
Please visit the list of available devices CLICK HERE
•
Hundreds of devices are available. To view a list of our certified devices, please CLICK HERE.
Is there a price difference between Android and Apple devices? (If so what cost?) •
Pricing depends based on the make/model and storage. Verizon is contracted with the State of North Carolina. Pricing for specific devices can be provided upon request.
•
Pricing will vary depending on make/model and storage size. We follow the State of North Carolina contracted pricing, which provides heavily discounted equipment to agencies within the state. We can provide a quote for specific devices upon request. Currently, the Apple iPhone 12 64Gb and Samsung S20 FE 5G 128Gb are both $.99, along with
Findings from the analysis •
•
•
•
•
• Verizon • AT&T FirstNet
What support do you provide for the City? •
As the Client Executive from Verizon Wireless, I am the primary point of contact responsible for all aspects of the business between the City and Verizon. There is no additional cost for this.
•
We provide a white glove experience throughout the length of the relationship with the City of Durham. This will include deployment, billing/reporting, and ordering support. In-building enhancements are available to agencies using FirstNet, including macro and broadband solutions. Deployable assets are available for both planned and un-planned events.
Is there an additional cost associated for this support? •
No.
•
No
What is the upgrade cycle for the devices? •
10 months is the general upgrade cycle
•
18 months with exceptions available case-by-case.
Will the City have to pay for upgraded devices? •
There is no additional cost outside of paying for the new device cost
•
Device cost is the same for upgrades as it is for new lines when a device is eligible.
Is there a discount? •
Yes
•
Yes
Findings from the analysis •
•
•
•
•
• Verizon • AT&T FirstNet
Do you provide a warranty for these devices? •
If you purchased it new from Verizon and it is less than 1 yr old, then the answer would be yes.
•
Every device carries a manufacturers 1-year limited warranty, and the warranty process is performed by FirstNet upon request apart from Apple devices. Apple requires that all warranty replacements are issued through them directly
What does that warranty cover? (lost devices, broken, etc.?) •
The manufacturer's warranty lasts 1 year from purchase. Physical damage and loss is not covered in the warranty.
•
Manufactures warranty covers device, battery or charging malfunctions. It does not include damaged, lost, or stolen devices.
What is the process for when an Outage occurs? •
Verizon does not detail the exact process; however, below is a link to our latest accolades for network performance and reliability: https://www.verizon.com/business/why-verizon/industry-awards-and-recognition/
•
FirstNet has provided the ability to request a deployable asset within our Local Control portal, for when an outage or catastrophe has occurred. Our network engineers also monitor the network 24/7 and will engage local resources immediately if an outage is detected, or network upgrades are planned.
What is the average uptime? •
Verizon does not detail the exact process; however, below is a link to our latest accolades for network performance and reliability
•
Network assets are staged throughout North Carolina and our average uptime is less than 4 hours. With the City of Durham being centrally located in the State, uptime will be less than for most customers.
What does your coverage of Durham look like compared to other network providers? •
Below is a link to our latest accolades for network performance and reliability. Along with the most up to date coverage map of Durham NC. https://www.verizon.com/coverage-map/
•
While network maps are propriety, extensive testing was conducted by Durham City Fire using both FirstNet and Verizon devices, with FirstNet having faster data speeds at 19 of 19 locations.
Findings from the analysis •
•
•
•
•
• Verizon • AT&T FirstNet
Is there a contract? •
Yes, all new lines and upgrades carry a 1 year contract with a $0.00 early termination fee.
•
Devices that are purchased through FirstNet at a discounted rate will have a 24-month term used for tracking upgrade cycles. There is no contractual obligation and no early termination fee’s, per the State of North Carolina contract. Devices that are owned by the City and activated on FirstNet have no terms associated.
What is the contract length? •
12-months for new devices and upgrades
•
24-months for tracking upgrade cycles
Is there a fee for terminating the contract early? •
No
•
No
Are you able to transfer devices from other providers to your network? •
Yes. Turnaround is dependent on the other carrier's release of the telephone number.
•
Yes, any device that is certified by FirstNet and is carrier unlocked can be activated on FirstNet.
If so what is the expected time frame for that process? •
Turnaround is dependent on the other carrier's release of the telephone number.
•
Activation can occur immediately if the device is certified, and carrier unlocked.
Findings from the analysis •
•
•
•
•
• Verizon • AT&T FirstNet
What type of encryption do you provide? •
For complete details on how we manage Cyber Security please visit the link below. https://www.verizon.com/business/resources/reports/dbir/
•
Please see attached PDF named FirstNet Security for extensive overview of Network Security and Encryption. FirstNet is the same network trusted by the U.S. Army, F.B.I., CIA and Homeland Security.
Do you charge for the amount of data used? •
Yes, There is data charges depending on the data planned selected
•
No, FirstNet does not throttle or cap data utilization at any time, for any reason on any of our smartphone or data device unlimited plans.
How much data can be used before being charged extra? •
Data plans determine when and how much data can be used before being charged
•
No additional charges are levied for data usage, our unlimited plans are truly unlimited.
Do you align to NIST standards? •
For complete details on how we manage Cyber Security please visit the link below. https://www.verizon.com/business/resources/reports/dbir/
•
The FirstNet Authority and FirstNet, Built with AT&T work closely with the NIST to meet the highest standards for network security
Using your past experience working with other municipalities what is the average implementation and setup to enable all devices with the City? •
There are many unanswered questions for a good answer on this. The 1st step is having clear enterprise mobile strategy that leadership has signed off on.
•
Durham City Fire had approximately 73 devices that were migrated to FirstNet in 4.5 hours. AT&T will adjust staffing to accommodate the number of devices activated any given day, with estimates being 48 phones and 160 data devices per 8 hour deployment.
Findings from the analysis •
• Verizon • AT&T FirstNet
Pricing for Wireless Devices (Cellphones and Mifis) Verizon
Device Type
AT&T FirstNet
One Time Cost
Monthly Service Cost
iPhone 11/ 12
$0.00
$39.99
Samsung S20FE
$0.00
$39.99
Kycorea DuraForce Ultra
$0.00
$22.99
8800 Inseego MIFI
$0.00
$37.99
iPad 10th Gen
$359.99
$37.99
iPhone 13
$349.99
$39.99
Samsung S21FE
$29.99
$39.99
Findings from the analysis •
•
• Verizon • AT&T FirstNet
What constitutes public safety? •
All devices issued by the City of Durham are approved for FirstNet, but there are two different categories.
•
Primary: These will be police, fire, EMS, E911 and Community safety and receive the highest tier of priority on the network.
•
Extended Primary: These will be all other City departments. The highest tier of the network is reserved for public safety, but all other City devices receive priority over the general public.
•
These devices also have the ability to uplifted to the highest tier during an emergency, natural disaster or a large scale event (large concert, Duke/UNC game etc.). This uplift capability can be accessed through the FirstNet Central online portal and you have the ability to assign users for this.
Can AT&T FirstNet still be used without the public safety prioritization network? •
While the U.S. Government set aside portions of the 700MHz spectrum for FirstNet, the network also utilizes all other spectrums on the AT&T network. Since the FirstNet network was built from the ground up, it has the ability to proactively provide priority and preemption on the network 24/7/365.
Findings from the analysis •
5G Map Coverage for the City of Durham
• Verizon • AT&T FirstNet
Verizon
Findings from the analysis •
5G Map Coverage for the City of Durham
• Verizon • AT&T FirstNet
AT&T FirstNet
Solution #1: AT&T Cellular Service (Includes FirstNet) Description
• FirstNet Wireless network provides public safety and emergency management personnel access to an unthrottled network during times of congested network usage so they can continue to have access to the connectivity they need to efficiently and effectively coordinate and communicate their emergency response. All non-public safety staff will receive AT&T cellular service.
Pros
• During heavy network usage FirstNet offers exclusive access to an unthrottled network for public safety • Expanding 5G coverage • Already being utilized by two public safety departments
Cons
• Relying on one cellular network that may be outperformed by other services in certain areas/situations.
City-Wide AT&T Cellular Service: Resource Estimate COST ESTIMATES Description
FUNDING Annual Run Costs (Hours)/ KTLO
Year 1 Costs (Hours)
Departmental Funding Amount:
$555,711
Labor $ (Hours) Internal TS:
164 hours
0 hours
10 hours
0 hours
104 hours
0 hours
Project One Time Costs
$0
TS PMO
50 Hours
0 hours
Project Run Costs (External)
$0
Internal Department: All Departments
938 hours
0 hours
*Total Project Funding Requested for Year 1 *Recurring Costs
$0
Business Analysis TS Services
Cellular Devices Smart Phones: 920 Devices $39.99 Per Month
$0
$0
Data Only: 233 Devices $37.99 Per Month
$0
$0
Flip Phones: 29 Devices $22.99 Per Month
$0
$0
Funding Requested (Y/N):
*All cost within current allocated budget*
N
$0
Solution #2: Hybrid Model (Verizon + AT&T Cellular Service) Description
• The City of Durham uses a Hybrid approach that utilizes the AT&T FirstNet for Public Safety departments and continues to use Verizon for all other departments.
Pros
• Increased resiliency by not relying on one network to provide cellular coverage • Access to both services that can be made available to departments based on their business requirements.
Cons
• Management of two different wireless providers.
Hybrid Model: Resource Estimate COST ESTIMATES Description
FUNDING
Year 1 Costs (Hours)
Annual Run Costs (Hours)/ KTLO
Departmental Funding Amount:
$555,711
Labor $ (Hours) Internal TS: Business Analysis TS Services TS PMO Internal Department: Public Safety Departments & Supporting Staff
34 hours
0 hours
10 hours
0 hours
4 hours
0 hours
Project One Time Costs
$0
20 Hours
0 hours
Project Run Cost (External)
$0
401 hours
0 hours
*Total Project Funding Requested for Year 1 *Recurring Costs
$0
Cellular Devices Smart Phones: 920 Devices $39.99 Per Month
$0
$0
Data Only: 233 Devices $37.99 Per Month
$0
$0
Flip Phones: 29 Devices $22.99 Per Month
$0
$0
*All cost within current allocated budget*
Funding Requested (Y/N):
N
$0
Recommended Solution: Hybrid Model (Verizon + AT&T Cellular Service) Description
• The City of Durham uses a Hybrid approach that utilizes the AT&T FirstNet for Public Safety departments and continues to use Verizon for all other departments.
Pros
• Increased resiliency by not relying on one network to provide cellular coverage • Access to both services that can be made available to departments based on their business requirements.
Cons
• Staff will need to learn how to manage two different wireless providers.
Hybrid Model: Resource Estimate COST ESTIMATES Description
FUNDING
Year 1 Costs (Hours)
Annual Run Costs (Hours)/ KTLO
Departmental Funding Amount:
$555,711
Labor $ (Hours) Internal TS: Business Analysis TS Services TS PMO Internal Department: Public Safety Departments & Supporting Staff
34 hours
0 hours
10 hours
0 hours
4 hours
0 hours
Project One Time Costs
$0
20 Hours
0 hours
Project Run Cost (External)
$0
401 hours
0 hours
*Total Project Funding Requested for Year 1 *Recurring Costs
$0
Cellular Devices Smart Phones: 920 Devices $39.99 Per Month
$0
$0
Data Only: 233 Devices $37.99 Per Month
$0
$0
Flip Phones: 29 Devices $22.99 Per Month
$0
$0
*All cost within current allocated budget*
Funding Requested (Y/N):
N
$0
Risk Identification Description of Risk
Risk Impact
Mitigated (Y/N)
Contingency(Y/N)
Poor execution
Low
Yes
No
Project team turnover
Low
Yes
No
Vendor performance
Low
Yes
No
Cyber Security
Low
Yes
No
Mitigation Risk (Costs) •
No cost
Contingency Risk (Costs) •
No cost
Our Ask
We are asking the IT Governance Steering Committee to establish a new standard based on the business case for the EnterpriseWide Wireless Service to adopt the hybrid model standard using AT&T's FirstNet for public safety and using Verizon as the City's second provider for all other needs.
BUSINESS CASE DISCUSSION AND VOTE Enterprise-Wide Wireless Service Technology Solutions
PMO REPORT ON FY22 PROJECTS COMPLETE BY SEPTEMBER 30, 2022 Project
Department
%Complete
Target End
Comments
Mobile Tablets to Access GIS
Transportation
85%
Sept-22
Initial procurement delayed due to supply chain. Deployed to department, pending departmental review of data.
TextMyGov Implementation
Durham One Call
100%
Aug-22
Up and operational. Pending vendor punch list items.
Community Safety
100%
June-22
Up and operational.
Clinical Management Tool to Support New Crisis Response Team Enterprise Electronic Signature Solution Tree Inventory Management
Multi
20%
Sept-22
Originally deferred due to integration with OnBase Contract/Agenda workflow improvements. Decoupled to allow earlier finish.
General Services
85%
Aug-22
Delayed due to ArcGIS server update. Data migration complete; pending public-facing website.
PMO REPORT ON FY22 PROJECTS COMPLETE BY DECEMBER 31, 2022 Project Real-time Integration with Payment Processing Police Data Center Refresh
OnBase for Community Development Workflow Advanced 911 Recording System Upgraded Fire Record Management System
Department Water Management
Police
Community Development
DECC
Fire Department
%Complete 50%
40%
20%
20%
30%
Target End
Comments
Oct-22
In progress. Vendor required public URL to complete implementation which delayed project. (If the solution is not implemented by 12/31/22 project will be halted to put efforts on selecting the NextGen ERP)
Oct-22
Delayed due to scope validation and equipment delays. Procured, pending delivery. (Experiencing supply chain issues.) TS has a contingency plan if the supply chain issue is not resolved.
Nov-22
Policy Management portion of OnBase upgrade project prioritized to allow for testing of the Unity Client. The policy management workflow was a priority due to a security vulnerable issue on the CODI site.
Nov-22
Delayed due to a request for a scope expansion that was proven to not be needed. An agenda item will be submitted to Council in September.
Dec-22
Delayed as vendor required signature on terms and conditions which required City Council approval by contract rather than purchase order procurement.
PMO REPORT ON FY22 PROJECTS PARKED/DEPARTMENTAL DELAY Project
Department
Improve Translation Functionality on City Website
Communications
Neighborly Software
Community Development
Data Collection to Enable Auto Vehicle Solutions for Routing
DECC
%Complete 0%
10%
50%
Target End
Comments
Parked
Initially delayed due to departmental staffing. Department has requested re-evaluation of solution based on business needs.
Nov-22
Delayed due to lack of departmental resources. Department confirms resources available in September to start.
Parked
Parked until departmental resources are available to implement. Licenses and data supplied to department; departmental resources needed to implement and validate.