EPB customers love the fast, affordable, reliable Internet access they get from their muni and they appreciate the way its smart-grid helps them save money on their electric bill. According to a new J.D. Power report, their municipal utility is also the highest rated mid-size utility in the South for customer service and reliability.

Double Honors

Just a month ago, Consumer Reports magazine rated EPB the best TV and Internet access utility in the county for customer satisfaction, as chosen by a reader survey. The J.D. Power report went on to rank EPB number two in the country in the category of municipal or investor-owned electric utility.

The Times Free Press reports that in 2015 EPB Fiber Optics earned a net income of $23.5 million while the electric division earned $3.5 million. EPB President David Wade said that the smart-grid has reduced power outages by 60 percent and contributed to customer satisfaction by enhancing reliability of the system.

"The lesson that utilities can learn from other high-performing service providers is that to excel you need a culture that puts customers and employees first," said John Hazen, senior director of the utility practice at J.D. Power. "And because customer expectations continue to increase, you need to have a mindset of continuous improvement to keep up."

It looks like EPB has that lesson committed to memory. From the Time Free press article:

EPB Chairman Joe Ferguson said the favorable grades from EPB customers reflect the utility's local ownership, public service and management focus on serving the customer.

Thousands of delegates, politicians, and media personnel flocked to northeast Ohio in July to attend the Republican National Convention in Cleveland. A lucky few stayed in the bedroom community of Fairlawn at one of two hotels now featuring gigabit Internet connections (1,000 Megabits per second). 

FairlawnGig, the town’s new municipal network, hooked up Hilton Akron-Fairlawn and DoubleTree by Hilton Hotel Akron-Fairlawn in time for the convention. Guests could seamlessly stream video, upload content, and communicate with coworkers and family, despite the hotels’ full occupancy. The fiber-optic network will soon be available to residents and businesses across the community. 

More than just the RNC

Fairlawn has a lot to gain from a faster, more reliable network. On a typical workday, the community swells from an overnight population of 7,500 to 40,000, putting a sizeable bandwidth burden on slow-moving incumbent network providers. According to Ernie Staten, Deputy Director of Fairlawn’s Public Service Department in Community Broadband Bits Podcast Episode 201, a typical connection in Fairlawn measured in at 15 Mbps (Megabit per second) download and 1 Mbps upload before the municipal network.

Incumbent Internet service providers clearly weren’t doing enough for families or businesses in today’s connected economy. As we wrote earlier this year, FairlawnGig will be delivering symmetrical gigabit speeds (download and upload speeds up to 1 gigabit per second) at affordable prices. The ability to send data at high-speed is increasingly becoming a critical feature, especially for business subscribers.

Municipal networks have a profound effect on customer-ISP relationship. The hotels will feature the fastest connection within the Hilton hotel network. Tim Winter, Vice President/Regional Manager of the Hilton Akron-Fairlawn and DoubleTree by Hilton Hotel Akron-Fairlawn, was quoted by FairlawnGig: 

Local officials are preparing to light a highly anticipated municipal fiber-optic network in Bozeman, Montana. Over the course of three years, nonprofit Bozeman Fiber, Inc. laid about 30 miles of fiber optic cable in downtown Bozeman, connecting local government, businesses, and schools to a high-speed, fiber-optic network. According to local news provider MTN News via KBZK, Bozeman Fiber will be completely operational within the next 60-90 days. 

For Bozeman, affordable fiber-optic Internet access presents an important opportunity for local economic development. Anthony Cochenour of Bozeman Fiber explained the project’s goal to MTN News, 

"More bandwidth at lower costs, and better availability for higher bandwidth than we can get today. It’s one of the barriers to entry that Bozeman has to attracting increasingly large and interesting businesses, the business that we want to be here.”

A Unique Arrangement

Bozeman recently amended its ten-year old Downtown Urban Renewal Plan to prioritize fiber-optic infrastructure. When the city decided it needed a better network, locals created a private nonprofit entity, Bozeman Fiber, to oversee fiber deployment. Instead of the city running the network itself, they felt that a nonprofit would be better suited for the role. A majority of its seven board members come from the public and private sector, with just one seat for the city. The project’s $3.85 million budget was funded exclusively by private equity investments from local banks. 

We’ve been closely following Bozeman’s unique public-private collaboration:

Tullahoma Utilities Board (TUB) recently celebrated its 3,500th Internet customer, rewarding the lucky LightTUBe subscriber with a $350 bill credit. TUB has offered Fiber-to-the-Home (FTTH) triple-play services to the Tennessee town of 19,000 since 2009. 

LightTUBe now boasts an estimated market penetration rate of 39 percent, despite competition from publicly-traded incumbents Charter, Comcast, and AT&T. LightTUBe delivers $90 per month symmetrical gigabit connectivity (1,000 Megabits per second), so upload and download speeds are equally fast. LightTUBe also offers other affordable options and has repeatedly lowered prices and increased speeds.

Lighting the Way for Tennessee

TUB successfully stimulated economic development with its LightTUBe service, attracting businesses like J2 to Tullahoma. It has also enabled smart metering and other cost-saving measures that are a boon to the local community. Yet, Tennessee state law preempts public utility companies from providing Internet services to communities beyond their electrical grid. With little meaningful competition, neighboring communities have no alternative to incumbent providers. 

Earlier this year, the grassroots group, Springs-Net, presented its white paper on a potential municipal network in their town of 3,700 people. The village, located in central Ohio between Dayton and Columbus, is taking up the suggestion and recently released a Request for Proposals (RFP) for a broadband needs assessment and business plan.

The village already operates municipal electric, water, sewer, and storm water utilities, however does not own any municipal fiber. According to the RFP, Yellow Springs collaborates with several local schools and an educational computer association for connectivity to the village’s municipal office location. There is also fiber in the community owned by the Ohio Academic Research Network (OARNet) and a non-profit datacenter in the area.

Yellow Springs wants interested firms to answer their call and provide options for:

• Mapping Needs Assessment
• Business and Financial Model
• Governance and Ownership Strategy
• Funding and Financial Analysis
• Public-Private Partnership Development
• Infrastructure Recommendations

There will be an informal session for respondents on August 1 at 11 a.m. in the Yellow Springs Council Chambers and proposals are due on August 22, 2016. Check out the Yellow Springs website for more details on the RFP.

In the spring, Westfield, Massachusetts began to expand it’s Fiber-to-the-Home (FTTH) network, Whip City Fiber with a build-out to three additional neighborhoods. Earlier this month, Westfield Gas + Electric announced that they will soon expand even further to three more areas.

According to Dan Howard, General Manager of the utility, the demand for the symmetrical Internet access is strong:

"Every day we hear from residents of Westfield who are anxious for high-speed Internet to be available in their neighborhood," he said. "It's a great motivator for our entire team to hear how much customers are looking forward to this new service."

Gigabit residential access is $69.95 per month; businesses pay $84.95 for the same product but also get Wi-Fi for their establishments. Installation is free. If people in the new target areas sign up before August 31st, they will get a free month of service.

Like a growing number of communities, Westfield started with a pilot project in a limited area to test the level of interest for a FTTH network in their community. They are finding a high level of interest and gaining both confidence and the knowledge to continue the incremental expansion across the community. Other towns with the same approach include Owensboro, Kentucky; Madison, Wisconsin; and Holland, Michigan.

Westfield officials are asking interested residents and businesses to check out the pilot expansion page to determine if they are in the expansion area and to sign up for service. The page also explains how your Westfield neighborhood can become a fiberhood to get on the list for expansion.

Marking another big step forward, the mayor and Common Council of Westminster, Maryland (pop. 18,000) have hired a telecommunications, utility and government contracting firm to continue building the first two phases of the Westminster Fiber Network (WFN).

City Hires SMC

Westminster expects to complete this construction in 2017, providing Gigabit per second (Gbps) connectivity to an additional 2,700 homes and businesses in the western part of the community, according to a city news release. Cost of this phase is undetermined $21 million, Westminster marketing consultant Jason Stambaugh told us; the city will issue general obligation bonds to fund the entire cost of the network the expansion.

One year after Westminster celebrated lighting its municipal fiber network, the city hired SMC, Inc. to construct the expansion. Westminster is partnering with Toronto-based Ting to provide retail services via the Fiber-to-the-Home (FTTH) network. 

“This expansion of the WFN is an important milestone and demonstrates the City’s continued commitment to revolutionize Internet access, bring local jobs, and drive innovation that will enable the community to thrive.”

Westminster began building its municipal fiber network in October, 2014, and entered into a public-private partnership with Ting in February, 2015. The city owns the infrastructure and Ting leases fiber to bring Internet service to businesses and residents. Westminster began its municipal fiber network, spending about $1.8 million to get the project started in a residential retirement community and an industrial park. 

Bonds Back Fiber Network  

Because of high demand, the City Council voted to expand the municipal fiber project, approving a $21 million general obligation bond agreement with SunTrust Bank.  

More and more cities are turning to public-private partnerships (PPP's) in building Internet networks that meet the needs of 21st century homes and businesses. If a city builds its own fiber and leases it to a trusted partner, they can negotiate for activities that benefit the public good, like universal access. 

In this video Christopher Mitchell interviews Dr. Robert Wack with Westminster, Maryland and Elliot Noss, CEO of Tucows, the parent of Ting. The two talk about their revolutionary public-private fiber partnership.

The video outlines a basic economic principle: "Ownership equals control, and control means leverage." If you don't have that leverage (such as ownership of infrastructure) you won't get a good deal from your private ISP.

Noss has long been active in preserving and expanding the open Internet. Dr. Wack is a city council member and driving force behind the open access fiber network partnership. 

For a much more detailed look at public-private partnerships, check out our guide: "Successful Strategies for Broadband Public-Private Partnerships". The term "public-private partnership" has been muddied in the past. The report clears up the confusion: public entities and private companies must both have "skin in the game" to balance the risks and amplify the rewards.