2015 Spring Conference Program

2015

Spring Conference

Program

Spring Conference Attendees,

First of all, thank you for attending the 2015 NaLA Spring Conference! We appreciate the support and want to recognize the passion of the leaders in this industry. This promises to bring a great deal of value to the attendees of this event. It is absolutely not possible without each and every one of you.

Over the past year, the NaLA Board has repositioned and clarified the strategy and vision for the future of the organization. We wanted to define the next chapter in the life of the organization. Ultimately, we strive to provide the greatest value to all individuals critical to the Lifeline program.

Our New Vision Statement:

In America, every person should have access to essential communication services.

If all members support this statement, our vision becomes rock solid. Our hope is that anyone in the Lifeline segment including ETCs, distributors, suppliers, interested individuals, and the recipients of Lifeline services will join the cause and support Lifeline any way they can.

In the past, our members were only made up of ETCs and vendors. Going forward, we will include those that want to support our mission and vision. By having members ranging from ETCs, vendors, distributors, and customers, we will have access to information about each supporting group within the industry. We believe with this information, we will be able to provide rule makers the actual facts and thus affect our industry in a positive light.

Our new mission statement:

We support the providers, distributors, and recipients of Lifeline services through education, cooperation and advocacy. We wanted the mission statement to be based on who NaLA is and what it represents at its core. As a Lifeline advocacy group, we don’t want to be confused with prepaid, wireless, or broadband. NaLA is the only industry trade group specifically focused on the Lifeline segment of telecom. We do this by education, fostering cooperation among the members, and advocating for Lifeline regulations.

Everything comes together fully assembled for the first time at this Spring Conference. I am confident that we have assembled powerful content and speakers that will empower you to take your organization to the next level and drive NaLA’s vision and mission and vision to a reality.

Thank you all for the support you have provided NaLA and the friendships you have provided to me personally over the past 14 years. Your board stands ready to support NaLA and our vision.

I’m looking forward to a great conference!

Sincerly, David Dorwart Chairman of the Board

May 18

-21

New Orleans

NaLA Board & Support Staff

David Dorwart

Board Chairman Assist Wireless

Dave Skogen

Treasurer Global Connection, Inc.

Tom Armstrong

Secretary Express Phone Service

Jim Dry

Program Advocate NewPhone Wireless

Steve Klein

Social Program Advocate SafetyNet Wireless

NaLA Board

NaLA Volunteer Support Staff

Debbie Bender, Jordan Majkszak, Angel Christen, Jackie Fortune, Lee Schafer, Katie Lapp, Domenic Fontana, Mike Sloan, Kelly King, Darrin Lewis, Corey Miller, Donna Sandoval, Michelle Gostomski, Mark Foster, Karen Gourgoulis, Lynn Martin

NaLA Speakers, Moderators, & Panelists

John Heitmann, Chuck Campbell, Jennifer Schafer, Steve MacIntosh, Terry Bleistein, Jordan Majkszak, Jim Dry, John Willis, David Dorwart, Dave Donahue, Mark Foster, Tom Armstrong, Dennis Stoutenbough, Frank DelCol, Mike Sloan, Jose Cortez, Kelly King, Todd Fieghner, Chuck Schnieder, Bill Reynolds, Steve Blundell, David Skogen, Kevin Lapierre, Charles Emig, Sandy Mehra, Donna Sandoval, Richard Yurich, Brandt Mensch, Deepak Prabhakar, Will Curry, Patrick Hardy, Robert Morcos, Bruce Dobish, Fred Haumesser, Jeff Matthews, Joe Fernandez, Nathan Stierwalt

May 18

-21

New Orleans

Did You Know That NaLA is a

Non-Profit Organization Funded ENTIRELY

through Donations?

Do You Support Our Vision?

In America, every person should have access to

essential communication services.

Do We Support You With Our Mission?

Help Support NaLA With Your Donation TODAY

right from your mobile device!

We support the providers, distributors,

and recipients of Lifeline services through

education, cooperation and advocacy.

1

st

Day Agenda

& Panel Descriptions

MAY

DAY ONE

18

The Royal Sonesta Hotel Ballroom Foyer

6:00 PM - 8:00 PM Welcome Reception & Cocktails

Fleur de Lis & Courtyard

MONDAY

Tuesday Panels:

Best Practices of an ETC 1:15 - 2:00PM

This session will focus on the practices and/or habits of successful ETCs. Possible disciplines to be reviewed are: customer acquisition, employee retention, customer retention, internal communication, meeting efficiency, as well as strategy sessions and how to handle them.

Distribution Methods (ISOs) 1:15 - 2:00PM

This panel will discuss the various methods ISOs use to acquire Customers. Topics will surround the “best practices” that are required by ISOs (regardless of the distribution method) as well as the best financial method (i.e. cost of acquiring a customer). Methods that could potentially be reviewed are: “tents”, store within a store kiosks, flea markets, door-to-door soliciting, and the web.

State Regulatory Activity 1:15 - 2:00PM

This panel will cover activity relative to the Lifeline Program within various states.

Best Practices of Handling a Distributor 2:15 - 3:00PM

This panel will provide perspectives from both ETCs and ISOs, with conversation relative to the discussion surrounding an ETC and how they manage their ISO distributors.

Wholesale Management 2:15 - 3:00PM

This panel will discuss how an ETC might want to manage their carrier relationship. Items such as CRD record retrieval, emanating carrier cost using “least cost management”, general account management, forecasting costs, and set-up of plans per state.

Cutting Edge Thinking 2:15 - 3:00PM

This panel will discuss “out of the box” thinking, as well as explore the possibilities created by the expansion of our thinking and perspectives.

Wednesday Panels:

ISO Wants & Needs From Their ETC Partner 11:45AM - 12:30PM

This panel will focus strictly on the ISOs and what they want, need or desire from the partner ETC. Topics ranging from phone type, commission, payment terms on commissions, communication styles, and general partnership styles.

Marketing Requirements

(Outreach Compliance) 11:45AM - 12:30PM

This panel will discuss the marketing requirements that “event teams” are required to uphold. Included in the discussion will be the regulations that surround “outreach programs” and the factors driving them.

Handsets Roadmaps 11:45AM - 12:30PM

This panel will discuss the most up to date “handset” roadmap. The panelist will discuss what they see coming down the road relative to handsets that could be used in the Lifeline space.

ETC Wants & Needs From Their ISO Partner 2:00 - 2:45PM

This panel will focus strictly on the wants, needs, and desires that ETCs seek from their ISO partners. Topics such as exclusivity, daily communication, sales goals, compliance standards and inventory “hard counts” will be touched on.

Compliance Issues being an ISO 2:00 - 2:45PM

This panel will surround itself with questions relative to an ISO being compliant while in the field, as well methods and best practices that facilitate compliance.

Managing Inventory

with Distributors via Software 2:00 - 2:45PM

This panel will discuss the complexity of managing inventory of phones, or other items an ETC may need to manage. The issues surrounding how to manage inventory distributed to ISOs (Field Agents), when and how to have ISOs do “hard counts” of in-hand inventory, as well as methodology in successful inventory management.

2

nd

Day Agenda

MAY

DAY TWO

19

Ballroom

9:00 AM - 9:30 AM Overview, Agenda, Logistics

David Dorwart Ballroom 9:30 AM - 10:10 AM Guest Speakers Ballroom “FCC Regulatory Discussion” John Heitmann

“NLAD & Annual Recertification”

Chuck Campbell

10:10 AM - 10:30 AM Morning Break Foyer

10:30 AM - 12:00 PM NaLA Talks Ballroom

“Wireless Future in America”

Jennifer Schafer

“Who is Your Customer?”

Steve McIntosh

“Capitol Hill Activity”

John Heitmann

“NaLA Marketing & Web Strategy”

Jordan Majkszak

“How We Do Nawlin’s Style”

Jim Dry & David Dorwart

12:00 PM - 1:15 PM Lunch Ballroom

1:15 PM - 2:00 PM Panel Discussions “Best Practices of an ETC”

Ballroom

“Distribution Methods (ISO)”

Fleur de Lis A

“State Regulatory Activity”

Evangeline Suite C

2:00 PM - 2:15 PM Afternoon Break Foyer

2:15 PM - 3:00 PM Panel Discussions

“Best Practices of Handling Distributors”

Ballroom

“Wholesale Management”

Fleur de Lis A

“Cutting Edge Thinking (Outside the Box)”

Evangeline Suite C

3:00 PM - 6:00 PM Optional Off-Site Activities Meet in Foyer

6:00 PM - 7:00 PM Cocktail Hour (sponsored)

Lobby Bar

7:00 PM Dinner

On your own

May 18

-21

New Orleans

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A Long List of Legal Expertise...

and the Skills to Make it Work for You

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3

rd

Day Agenda

MAY

DAY THREE

20

“NaLA Annual Review”

David Dorwart

“Broadband Initiative”

Frank Del Col

“Competitive Opportunities - VOIP”

Mark Foster

10:15 AM - 10:30 AM Morning Break Foyer

10:30 AM - 11:30 AM NaLA Talks Ballroom

“The Marines - The Few, The Proud”

Tom Armstrong

“Call Center Innovation for Lifeline”

Dennis Stoutenbough

“Wifi First Calling, Volte”

Frank Del Col

11:30 AM - 11:45 AM Break Foyer

11:45 AM - 12:30 PM Panel Discussions

“ISO Wants & Needs from ETCs”

Ballroom “Marketing Requirements (Outreach Compliance)” Fleur de Lis A “Handsets Roadmap” Evangeline Suite C 12:30 PM - 2:00 PM Lunch Ballroom 2:00 PM - 2:45 PM Panel Discussions

“ETC Wants & Needs from ISOs”

Ballroom

“ISO Compliance Issues”

Fleur de Lis A

“Managing Inventory with Distributors via Software”

Evangeline Suite C

2:45 PM - 3:00 PM Afternoon Break Foyer

3:00 PM - 4:00 PM “Next 12-24 Months - Future of Lifeline Panel Discussion”

Ballroom

6:00 PM - 10:00 PM Final Gala Event

Ballroom “ (Outreach Compliance)” Fleur de Lis A “ Evangeline Suite C 12:30 PM - 2:00 PM Lunch 2:00 PM - 2:45 PM Panel Discussions “ Ballroom “ Fleur de Lis A “

Distributors via Software”

Evangeline Suite C

May 18

-21

New Orleans

May 18

-21

New Orleans

Map of New Orleans

Royal Sonesta Hotel

300 Bourbon Street

New Orleans, LA 70130

Are you going on one of our off-site tours on Tuesday? Want to?

Ask the registration desk for more information.

May 18

-21

New Orleans

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New Orleans

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New Orleans

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START END FUNCTION SPACE Speaker

3:00 PM - 5:30 PM Registration South Ballroom Foyer 6:00 PM - 8:00 PM Welcome Reception Fleur de Lis & Courtyard 7:00 AM - 8:00 AM Exhibitor Setup South Ballroom Foyer 8:00 AM - 9:00 AM Breakfast Ballroom

9:00 AM - 9:30 AM Opening Remarks, Agenda Overview Ballroom David Dorwart 9:30 AM - 9:50 AM FCC Regulatory Ballroom John Heitmann 9:50 AM - 10:10 AM Ballroom Chuck Campbell 10:10 AM - 10:30 AM Break Foyer

10:30 AM - 11:00 AM Wireless Future in America (Market Research) Ballroom Jennifer Schafer 11:00 AM - 11:15 AM Who Is Your Customer? Ballroom Steve McIntosh 11:15 AM - 11:30 AM Capital Hill Activity Ballroom John Heitmann 11:30 AM - 11:45 AM NaLA Marketing and Web Strategy Ballroom Jordan Majkszak 11:45 AM - 12:00 PM How We Do Nawlin's Style Ballroom Jim Dry & Dave Dorwart 12:00 PM - 1:15 PM Lunch Ballroom

1:15 PM - 2:00 PM Best Practices of an ETC Ballroom Panel 1:15 PM - 2:00 PM Distribution Methods (ISO) Fleur de Lis A Panel 1:15 PM - 2:00 PM State Regulatory Activity Evangeline Suite C Panel 2:00 PM - 2:15 PM Break Foyer

2:15 PM - 3:00 PM Best practices of Handling a Distributor Ballroom Panel 2:15 PM - 3:00 PM Wholesale Management Fleur de Lis A Panel 2:15 PM - 3:00 PM Cutting Edge (Outside the Box Thinking) Evangeline Suite C Panel 3:00 PM - ? Optional Activities Meet in Lobby

6:00 PM - 7:00 PM Sponsored Cocktail Hour Lobby Bar Evening - Dinner On Your Own

7:00 AM - 8:00 AM Exhibitor Setup Ballroom 8:00 AM - 9:00 AM Breakfast Ballroom

9:00 AM - 9:15 AM Opening Remarks Ballroom David Dorwart 9:15 AM - 9:35 AM NaLA Annual Report Ballroom David Dorwart 9:35 AM - 9:55 AM Broadband Initiative Ballroom Frank Del Col 9:55 AM - 10:15 AM Competitive Opportunities Ballroom Mark Foster 10:15 AM - 10:30 AM Break Foyer

10:30 AM - 10:50 AM The Marines, the Few, the Proud Ballroom Tom Armstrong 10:50 AM - 11:10 AM Call Center Innovation for Lifeline Ballroom Dennis Stoutenbough 11:10 AM - 11:30 AM Ballroom Frank Del Col 11:30 AM - 11:45 AM Break Foyer

11:45 AM - 12:30 PM ISOs Wants & Needs from ETCs Ballroom Panel 11:45 AM - 12:30 PM Marketing Requirements (Outreach Compliance) Fleur de Lis A Panel 11:45 AM - 12:30 PM Handset Roadmaps Evangeline Suite C Panel 12:30 PM - 2:00 PM Break Ballroom

2:00 PM - 2:45 PM ETCs Wants & Needs from ISOs Ballroom Panel 2:00 PM - 2:45 PM Compliance Issues Being an ISO Fleur de Lis A Panel 2:00 PM - 2:45 PM Managing Inventory with Distributors via Software Evangeline Suite C Panel 2:45 PM - 3:00 PM Break Foyer

3:00 PM - 4:00 PM Next 12-24 months/Wireless Future in America (Panel) Ballroom Panel 6:00 PM - 10:00 PM Final Gala Event Ballroom

TUESDAY, MAY 19

WEDNESDAY, MAY 20

Agenda At A Glance