[Tim] Nulty echoes comments from other muni-fiber pioneers in terms of their attitudes toward customer service. While private companies, he says, are inclined to spend the least they can on customer service without losing customers, the approach taken by BT is to "provide the best customer service you can afford." He says he would tell his staff, "if you can't solve [a customer's problem] on the phone, go fix it in their home."
An Increasing Call for Community Owned Networks
While Comcast focuses on increasing its market power rather than improving services in the communities it monopolizes, no one should be surprised that we are seeing a surge in interest for building community owned networks.
We've heard from many people who want to learn how they can start - more than we can always respond to, unfortunately. We are working on a resource to answer many of those questions, but it always boils down to 2 things: building a supportive network of people and getting informed. Get the word out - especially to local business leaders and anyone else who may be supportive.
There are many potential business models and financing opportunities, but some will work better than others in each community. That said, there are some basics that every community should be immediately considering.
The first is building a fiber network to connect anchor institutions such as schools, libraries, first responders, municipal facilities, and the like (see our Fact Sheet on savings from such networks). These networks should be constructed in such a way as to enable future expansions to local businesses, residents, and generally everything in the community or even beyond for rural areas. That means choosing the backbone routes carefully and ensuring that as much fiber is available as possible. Using conduit with channels and always leave at least one channel free to pull a future bundle (replacing a smaller count bundle that can then be removed to continue having a free channel).
Another smart move is to begin getting conduit and fiber in the ground as part of other capital projects, like street rebuilds, water main replacement, and the like. We will discuss how Santa Monica did this in an upcoming case study. In the meantime, there is no better resource than CTC Technology & Energy's recent report, Gigabit Cities: Technical Strategies for Facilitating Public or Private Broadband Construction in your Community.
Of the recent voices calling for at least consideration of a publicly owned network in their community, two recent ones stand out. Lev Gonick, head of OneCommunity in northeast Ohio (our coverage of them here) recently called on the region to take its future into its own hands rather than waiting for Google.
City Halls across the land are asking how they can attract Google Fiber and extend the Google brand to their city. Of course, we can and should invite Google to the North Coast.
We can wait for Google or we can continue building our own future.
OneCommunity, with the support of our hundreds of forward-thinking public benefit organizations, has built and now manages the largest community fiber optic network in the country. Built right here, our $200 million network has become a reference model for national programs and communities across the country aspiring to take their future into their own hands when it comes to broadband.
It is worth noting that this is no slap across the face of Google. Google has said many times that it is not going to build everywhere and that communities need to be proactive - which means either making investments to build their own networks or finding worthwhile partners. This is a slap across the face of incumbent cable and telephone providers that are not meeting local needs.
In Massachusetts, some in Cambridge are also making the case for local investments in a fiber network. Saul Tannenbaum calls for a community network to meet the needs of everyone in the community. In his well-reasoned piece, he writes:
Cambridge does have an established method of tackling complex, controversial planning issues. It appoints an external body, composed of residents, experts, and stakeholders who engage in a public process. In cases where the City has neither the expertise nor resources to address an issues, this is accompanied by an appropriation of funds to employ consultants. That's what should happen next.
City Manager Richard Rossi should appoint a commission composed of experts, residents and scholars, the innovation community and the social justice community and charge them with developing a municipal broadband proposal for Cambridge.
Those who want to know how their community should proceed should read the final third of his post (though it is all worth reading). This is especially true for communities without municipal electric utilities.
Finally, stay tuned for next week - when we release a case study on Santa Monica, one of the most successful municipal networks to have been built by a community without a municipal electric utility.