Expertise

WHITAKER ASSOCIATES has expertise in competitive, technological, and regulatory issues affecting specific segments of the communication industry. Those communication industry segments include Internet and other electronic directory services, voice directory assistance services, directory publishing, operator services, call centers, and payphone services. Our expertise in those areas has also been used by firms both inside and outside of the communication industry.

Services Offered

• Analysis and Planning

Competitor

Competitor strategies, organization, marketing, products, and technology.

Product

Features, limitations, supplier support, third party support, market position, training requirements, expected future releases.

Service

Current offerings, planned offerings, service performance benchmarks such as average speed of answer (ASA) (for call centers), response time (for electronic services), and customer satisfaction.

Market

Size, segmentation, growth.

Regulation

International, national, and local regulations.

Strategy

Alternative development and selection.

Business Plans

Development and evaluation of financial and non-financial plans.

• Operations

Requirements Development

Identification and specification of system requirements.

Network Design and Optimization

Network design and optimization dependent upon current and planned requirements given alternative technologies and suppliers.

Proposal Analysis

Evaluation of third party proposals.

Project Management

Management of internal and third party activities.

• New Age Marketing

Strategy

Development of appropriate marketing strategies in this New Age.

Evaluation of Marketing Alternatives

Use of Internet and other electronic directories.

Marketing Implementation

Evaluation and use of alternative search engines and listing providers.

• Litigation Support

Support in litigation (bankruptcy, patents, and other damage claims) and regulatory proceedings.

Sample Activities and Projects

• Conducted a competitive analysis for a multinational telecommunications firm of call center offerings of U.S. telecommunications service providers. This analysis included extensive review of capabilities, service offerings, equipment platforms, and strategies. This analysis was used to develop internal strategies and to assist in the procurement of their next-generation service platform.

• Performed an analysis of selective product and pricing offerings of U.S. telecommunications service providers for a U.S. domestic telecommunications service provider. This analysis was used for positioning their service offerings utilizing existing equipment and for evaluation of equipment to provide new and enhanced offerings.

• Provided technical and competitive analysis for a development stage enhanced services equipment manufacturer located in North America. This analysis of competing equipment manufacturer capabilities was performed in order to assist in the development of product positioning.

• Assisted in the management and procurement by a Fortune 500 firm of their telecommunications services and call center operations in multiple sites located in multiple states. This assistance included evaluation of existing telecommunications services (including local, intra-state, and interstate services) and customer premise equipment (CPE) in order to minimize service costs and capital expenditures while preserving a given level of service. In a new location, assisted in the installation of new service and equipment and the training of personnel. This assistance also included development of needs, solicitation of proposals, selection of vendors, and management of service and equipment installations.

• Provided technical consulting to the US Navy Exchange Service Command (NEXCOM) on the Personal Telecommunications Project. The Personal Telecommunications Project combined the procurement of personal telecommunications services under a single organization--NEXCOM. Previously, personal telecommunications services were procured at the local level. Personal telecommunications services include on-base communications, local exchange service, long distance service, wireless service, cable TV (CATV) service, internet access, and payphones. Other services may be included in the future. Whitaker Associates assembled a team to assist in this project. Activities included writing a request for information and evaluating industry responses, writing and evaluating responses to RFPs for services, and assisting in other issues regarding this procurement.

• Conducted an economic feasibility study of OneNet, a broadband communications network operated by the Oklahoma State Regents for Higher Education. This network was designed to provide access to video distance learning, the Internet, and other communications services to citizens throughout the state. The State of Oklahoma raised $15 million in funding for this network through a recent bond issue. A critical part of this effort was the development of a pricing schedule that offers state and municipal agencies attractive rates while at the same time fully recovering the costs of the network. This project was completed under contract with Renaissance Telecommunications Associates.

• Participated as an expert witness in a bankruptcy proceeding involving the valuation of the rights to telecommunications services from hospitality locations (motels). Developed a valuation of the net present value of the cash flows of these rights based on an analysis of all significant factors including technology, regulations, markets, and economics.

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