uc2b canvassing to support customer acquisition and construction dr. jon gant research associate...
Post on 22-Dec-2015
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UC2B Canvassing to Support Customer
Acquisition and Construction
Dr. Jon GantResearch Associate Professor
University of Illinois at Urbana-ChampaignGraduate School of Library and Information Science
Rethinking the Vision for Community and Digital Inclusion“All people, businesses and institutions will have access to digital content and technologies that enable them to create and support healthy, prosperous and cohesive 21st-Century communities” (IMLS 2011, “Building Digitally Inclusive Communities”)
Goals of UC2B 7 fiber rings connect
200 Community Anchors
Connect premise in 11 Census Block Groups
First 2,500 premises receive free installation of fiber network and option to subscribe to service for$19.95
• Collaboration
• $29.4 M project• $22.5 Federal. $3.5 State, $3.4
Local
• Project end date is January 31, 2013
Factors Influencing Broadband Adoption
PerformanceExpectations
Ease of Use Expectations
SocialInfluences
Availability of Resources to Support Use
Broadband Adoption
Source: Venkatesh et al. (2003, p. 447)
VoluntarinessOf Use
ExperienceAgeGender
Place Matters
PerformanceExpectations
Ease of Use Expectations
SocialInfluences
Availability of Resources to Support Use
Desire to Use Broadband
Internet
Source: Venkatesh et al. (2003, p. 447)
VoluntarinessOf Use
ExperienceAgeGender• Information is socially
constructed• Agglomeration and
learning effects• Information Spillovers• Availability of resources
and capabilities geographically bound
Customer Acquisition
Activities
Canvass door-to-door
Provide service to at least 2,500 premises
Data driven approach
Inform and educate
Outcomes
Maximize the total number of subscriptions to premises
Provide high quality service
Build relationships
Serve with professionalism
Help Us Manage Customer Acquisition Process
Activities
Follow procedures to report canvass visits
Protect equipment
Protect personal information
Enter high quality data
Outcomes
Maximize the number of premises canvassed per day
Minimize return visits and backtracking
Support coordination with construction schedule
Work safely
Be supportive team member
Use Technology for Canvassing
Canvassing
Learn how to enter data correctly using iPad
Access maps and walking routes
Report feedback from canvass visit
Collect data for construction for fiber from curb to home
Managing Canvassing
Plan canvassing routes
Update visits
Record disposition
Support reporting
Next Steps for the GSLIS Community
Center for Digital Inclusion“Building an inclusive society through information and communication technologies”
Goals Build capacity to satisfy local human development
needs with ICTs Engage research, teaching and service Implement strategies to sustain innovations Evaluate and share broadly Address management practices and public policy Work locally, nationally and globally