Net Neutrality: Neutral Networks Work

In this video, Lawrence Lessig talks about the need for net neutrality in order to increase competition over the internet, and for the FCC to set a network neutrality policy, which is opposed by internet providers. He states that we need to preserve what has worked in driving the economy, and what has worked is a neutral network. Personally, I am in favor of network neutrality because as a customer, more competition is better for me, and the ability of broadband providers to control what I see as a user, and possibly artificially removing competition and creating scarcity, means what I buy may be uncompetitive.

Lessig offers some ideas such as zero discriminatory surcharge, or ZDS, where ISPs shouldn't inflate prices based on artificial scarcity and charging more to certain companies for the same service. He states that it would be fine for an ISP to charge a certain amount for certain data, such as video, as long as each company is charged the same. In his example, iFilm pays twice as much as Google for the same service, and iFilm may not have a choice because of the lack of competition. There could be a non-discriminatory surcharge for video data, as long as each company pays the same, so there is no incentive for destructive business models.

According to the video, it has been shown that net neutrality is the best option for economic growth, especially for businesses that depend on the internet for their core business processes, such as YouTube. It is expressed that lack of competition and choices in broadband providers has caused the U.S. To drop in rankings of broadband penetration when compared to other countries, and that the lack of regulation has facilitated that issue. As users and customers, it is time we started to treat broadband like a commodity, and promote competition in this industry.

Lessig, L. (2008). Lawerence lessig:neutral networks works. [0]. Retrieved from http://www.youtube.com/watch?v=_mYbYG-nXVA

Image retrieved from: http://www.huffingtonpost.com/bennet-kelley/net-neutrality-green-tech_b_335237.html

Customer Service Management for San Francisco's City Government

In the video Customer Service Management for San Francisco's City Government, the city of San Francisco's abandoned vehicle detail process was improved by developing a customer service management system, developed by DTIS. Many government customer service systems are slow and tedious, and San Francisco's was no exception. The old system made it difficult for citizens to report abandoned vehicles due to a maze of voice machines, often making them frustrated when they couldn't find the appropriate mail box to leave a message with the needed details.

Bringing in DTIS was a step in a customer focused direction, because they learned from the internal customers out information was needed in order for the city to do it's job, and how to make the process less frustrating for callers. The new system allows the city to provide human interaction with callers, take the needed information, send it to the appropriate department, and track the complaint throughout and up to the resolution process.

The new process can be utilized throughout the departments of San Francisco, so citizens can expect to follow the same format when calling local government for any of their needs, and provides a much better customer service experience when compared to the old system.

Richeditor. (2007, 12 27). SFGTV Customer Relationship Management CRM San Francisco. Retrieved 05 27, 2012, from You Tube: http://www.youtube.com/watch?v=2eoEoaev9BI