2016ANNUAL Report
RELAY
N EVADA
The information in this document is considered Proprietary and Confidential.
1006 12th Street . Aurora, NE 68818 • Voice/TTY 800.618.4781 . 402.694.5101
The information in this document is considered Proprietary and Confidential.
The information in this document is considered Proprietary and Confidential.
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The information in this document is considered Proprietary and Confidential.
The information in this document is considered Proprietary and Confidential.
TABLE of Contents
Executive Summary
Highlights25 Years of Service
Innovations
Service Area Map
Culture Training
Industry Changes
Procedural Changes
CTS Operations
CapTel Updates
Third Party Quality Assurance TRS Testing
Third Party Quality Assurance Captioned Telephone Testing
Monthly Third Party Quality Assurance Captioned Telephone Testing
Quality and Answer Performance
Relay Outreach
Awards
Marketing
Outreach Report
Outreach Activities
Statistical ReportsCustomer Care Summary
TRS
CapTelStatistical Reports
Nevada TRS
Nevada CapTel
Traffic Projections
Outreach Expense Report
22345
66667899
w10111213
141414151616182021
The information in this document is considered Proprietary and Confidential.
EXECUTIVE Summary
The past year has been a year of celebration and growth for Hamilton Relay. We've added a new
state contract, renewed long-standing contracts, expanded our centers, added a Captioned
Telephone solution for people in the workplace and celebrated our 25th Anniversary.
Over the past year, we took every opportunity to celebrate our 25th Anniversary with as many of
our staff and consumers as we could. We celebrated at each of our relay
centers, and each outreach coordinator held community celebrations in
each state we serve.
It is truly an honor to be a Hamilton Relay employee and to have theopportunity to serve customers across the nation. As I think about
what 25 years means to me, this is a time to look back and celebrate 25
years of milestones - the advancement of technology, the relationships
with people who use our service and embracing change while being
consistent to our mission statement and our commitment of quality to
the people we serve. The account management team celebrating our 25th Anniversary.
This year, every task, every investment and every function supported two main goals: regulatory
compliance and consumer satisfaction. We hope as you read through our annual report that our
commitment to those goals shines through.
I'm grateful to have a fantastic team supporting and working toward a consistently high quality
of service. We look forward to another year of
growth and success. ^^
B^uTina Coltingham April Campbell
Connie Phelps
- Beth Slough, Director of Account
Management and Compliance ManagerLauren Cramer
Chn'sta Cefvantes
Lisa Furr GaryLewien
The information in this document is considered Proprietary and Confidential.
25TH Anniversary
Letter from John and Dixie
This year marks a milestone in the history of Hamilton Relay and our parent company, Hamilton Telecommunications.For 25 years, Hamilton Relay has provided high quality telecommunications relay services for individuals who are deaf,hard of hearing, deaf-blind or have difficulty speaking.
From our beginning in 1991, Hamilton Relay, a division of Hamilton Telecommunications, was founded to provideTraditional Relay Services on a contract basis. Over the years, we have expanded our services and today we provide
Traditional Relay and Captioned Telephone Services through more than 24 contracts to 18 states, the District ofColumbia and the Island ofSaipan. Hamilton also provides Internet-based Captioned Telephone solutions nationwide.
We are proud to continue a tradition of top quality, reliable service and unmatched customer care support whilestriving toward innovative communication solutions.
We are grateful to all of the people that have made the last 25 years asuccess. Thank you for being a part of our journey. We couldn't be more
excited for what is to come!
-John Nelson, President of Hamilton Relay
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- Dixie Ziegler, Vice President of Hamilton Relay
The information in this document is considered Proprietary and Confidential.
INNOVATIONS
CapTel For BusinessHamilton Relay and Tenacity, Inc. introduced a captioned
telephone solution for business professionals who have
difficulty hearing on the phone. With Hamilton CapTelfor Business, Interconnected by Tenacity, employees
with hearing loss can listen while reading word-for-word
captions of what's being said on a business phone. The
result is reduced frustration during business calls and
greater productivity.
Hamilton CapTel for Business, Interconnected by
Tenacity, provides employers with a solution for
telecommunications access which meets the
accommodations standards in the Americans with
Disabilities Act (ADA). The solution seamlesslyintegrates into existing Cisco VolP networks
and utilizes features built into the CiscoUnified Communications Manager.
TRS PlatformTechnical enhancements that were part of our new supervisor console allowed
for more redundancy by improving our ability to automatically failover. Other
enhancements include more robust staffing oversight oflog-in and queuing.
Hamilton CapTel'for BusinessInterconnected by Tenacity'
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Data CentersWe continue to modify and optimize our current virtual infrastructure to not only become more efficient and
automated but to also implement security best practices as they evolve.
Automated Quality Assurance SystemThere are a series of monitoring and tests that each Communication Assistant (CA) are required to pass.
In the past, tracking this has been a labor-intensive process. Our new Quality Assurance System (QAS) will
automate and help identify trends in CA performance.
The information in this document is considered Proprietary and Confidential.
SERVICE Area Map
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ItiannUHHBJIUIU HAMIB?::NConnecting lives for 25 years, Hamilton Relay is now providing TRS
and CapTel services through 24 contracts in 18 states, the District ofColumbia and the Island of Saipan.
The information in this document is considered Proprietary and Confidential.
CULTURE Training
Hamilton Relay is dedicated to educating our employees about the Deaf, Deaf-Blind, Hardof Hearing and Late-Deafened communities and their cultures, as well as individuals whoexperience difficulty speaking so that we may better serve those who use our services.
We provide culture training to new staff when they join our team. CommunicationAssistants participate in 20 hours of training during their new-hire training and have 12hours of ongoing training throughout the year.
Training modules include a wide variety of topics and methods including presentations,videos and activities. One module we use this past year was Deaf Deaf World, whichprovides trainees with first-hand experience on how to communicate in a variety of
settings. Our staff truly enjoy the variety of modules included in our culture training.
The information in this document is considered Proprietary and Confidential.
INDUSTRY ChangesProcedural UpdatesIn order to provide the highest quality TRS service to our customers, we continually reviewour procedures, often asking our consumers for their input and feedback. Over the past
year, this feedback prompted a number of changes that we believe have enhanced ourservices. We will continue to review and refine our procedures in an effort to continually
provide the most functionally equivalent service possible.
• Free Long Distance/Equal Access Waiver - Because of the waivers granted by the FCC, Hamilton will provide long distanceservice to relay users at no cost if selected by the state. Exceptions include, calls from inmates at correctional facilities, callsplaced from payphones, call placed to and from international locations and calls placed to Directory Assistance.
. 911 Procedure - If a relay user asks for the "Police" or states "I need help", the CA will voice or type "DO YOU NEED 911 ?" Webelieve this will provide clarity for the CA because of the various interpretations of a statement like "I need help".
CTS OperationsWe continue to see growth in Hamilton CapTel call processing, adding CapTel seats andexpanding our centers. CTI opened new centers this year in Tampa, Florida and Appleton,Wisconsin.
We place a large focus on CapTel quality, following the same process for measuring speedand accuracy as CTt does. All CapTel CAs are required to pass speed and accuracy tests totranscribe verbatim at a minimum of 125 words per minute at 98% accuracy before theyare allowed to take production calls.
Each CA is regularly monitored and scored on call quality. CAs meet with their supervisorto review their monitoring scores and discuss ways to improve their performance.
In addition, a CapTelCA must re-qualify each month in order to continue processingproduction calls by passing the speed and accuracy tests. Should a CA fail the monthlyqualification they will be removed from captioning calls until they can pass the speed andaccuracy tests.
CapTel Updates
Hamilton has worked to ensure that current CapTel users have been kept up-to-date withthe latest software updates this past year. Users of the CapTel 24001 phones were providedwith the following updates:
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The information in this document is considered Proprietary and Confidential.
QUALITYThird Party Quality Assurance TRS TestingTo ensure that calls are processed accurately and efficiently, Hamilton continually conductsboth blind and standardized tests of every Communication Assistant (CA). Blind testing isperformed for each of our Relay Centers by Cositics (a well-respected auditing firm who isexperienced in evaluating relay performance), in addition to internal testing by Hamilton,and in many cases by the states we serve.
Cositics conducts an annual independent comparative study of the major Relay Serviceproviders in the U.S.The Performance Index measures agent accuracy, typing speed and
the overall customer experience using objective Key Performance Indicators (KPI).Theproviders are then stack-ranked based on their score in each performance category, or KPI.
Cositics annual National Relay Service Competitive Index provides Relay Service companieswith insight and competitive intelligence to compare their performance to that of otherrelay service providers.
We ask you to recognize the level of "Outstanding Call Quality" thatHamilton provides as shared below.
Based on the results of the 2016 TRS Index, Hamilton is proud to announce they lead theindustry in the following categories:
In the following KPIs, Hamilton scored "
• Average typing speed
• Typed accuracy at 97.5% (this while
typing at an average of 87.3 WPM)
• Total number of calls with over 95%
accuracy
' Percentage of calls typed at or above
95% accuracy and 60 plus WPM
• Lowest average number of words
added or changed per call
• Lowest average number of words
missing per call - with an average of
0.3 missing words per call
Best in Category":
• Lowest average number of spelling
errors per call
• Average spoken accuracy with an
amazing 99.9%
• Average number of calls with spoken
accuracy over 95%: 100% of Hamilton
calls were at a spoken accuracy rate of
over 95%
• Overall accuracy
• Passed calls (tied)
Note: One or more providers may be within the
margin of error.
Hamilton goes to great lengths to ensure outstanding Quality of Service. Year over Yearindependent test results show Hamilton sets the pace in many key performance categories.
In a comparison of the past three National TRS Indexes, Hamilton improved its scoringevery year in the following KPIs:• Average typing speed• Percent of calls at or above 60 words per minute
• Number of calls at 95% accuracy and 60 words or more per minute
• Overall Customer Care
The information in this document is considered Proprietary and Confidential.
Third Party Quality Assurance Captioned Telephone TestingAs an additional and important quality control tool, Hamilton utilizes Cositics to providethird-party, independent evaluations of Captioned Telephone service. Cositics is a well-
respected auditing firm who is experienced in evaluating relay performance.
Cositics provides an annual Captioning Telephone Service Performance Index (theIndex) where auditors measure vital details on every test call; ranging from delay time,missing details, spelling errors, words changed or missing, to total errors. The Index is an
independent comparative study of all major Captioned Telephone Service providers in theUS, ranking providers based on their score in each performance category.
We thoroughly analyze the results of the Index to not only see how we stack up againstother captioning services but more importantly, to ensure that we continue to providethe quality service our customers are used to receiving. Hamilton continues to be a leader
in overall captioning accuracy, which demonstrates Hamilton's focus on critical service
components that significantly impact the customer experience.
The Cositics CTS Index is divided into two areas which were audited separately, evaluatingperformance for browser-based and for device-based Captioned Telephone Service.
Hamilton's stellar performance in both areas is highlighted below.
Hamilton continues to be a leader in Overall Accuracy of CaptionedTelephone calls.
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Hamilton CapTel placed first in the following categories:• Vital details missing (lowest average number of vital details missing per call)• Average non-vital details changes (tied for the lowest number of non-vital details changed
per call)• Average non-vital details captioner corrected (non-vital words missing or changed that
were later added or corrected manually by the captionist)• Average non-vital details not corrected per call (lowest average number per call)
• Average words missing (lowest number of missing words per call)• Average missed correction opportunities (lowest number of correction opportunities)
• Total errors (lowest average errors per call)
• Average overall accuracy
Hamilton CapTel tied for first in total missing sentences (lowest number of missing sentences).
Hamilton CapTel placed first in the following categories:• Vital details corrected (highest number of missing or changed vital details that were
manually corrected by the captionist)• Average non-vital details corrected (highest number of missing or changed non-vital
details that were manually corrected by the captionist)• Average corrections (highest number of vital and non-vital details that were manually
corrected by the captionist)
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The CTS Performance Index is designed to measure the customer experience. Hamilton's
results are a testament to the commitment Hamilton has to providing the best customerexperience possible.
The information in this document is considered Proprietary and Confidential.
Monthly Third Party Quality Assurance Captioned Telephone TestingIn addition to an annual index, Cositics provides a monthly evaluation of the overall qualityand performance of the Captioning Assistants (CAs) who provide captioning services forHamilton. Cositics places test calls in which it evaluates twenty Key Performance Indicators(KPI) on every test call; ranging from incorrect additions, missing details, missing sentences,spelling errors, words changed or missing, to total errors.
As with the Annual Index, we closely monitor these reports as we continue to look for areas
where we might be able to improve. Month after month, CapTel service, including overallcaptioning accuracy, continues to significantly exceed that of other CTS providers. Thesemonthly tests are designed to measure the customer experience and are a testament to the
commitment Hamilton has to providing the best customer experience possible.
Quality & Answer PerformanceWith the belief that quality is of the utmost importance, we constantly monitor our CAsin areas such as proficiency and professionalism, typing speed and accuracy, procedures,
language, voice quality, decorum, and professional knowledge and skills.
• Two evaluations are completed on each CA monthly; one formal
call evaluation in which the call is observed from start to finish,and one informal evaluation.
• A Formal Audit is performed on each CA every month andconsists of an observation and scoring of a scripted call from
beginning to end.• All monitoring are documented and feedback is shared with
the CA so that areas of improvement can be identified and theprogress of the CA can be tracked. This information is also usedduring quarterly trainings which focus on improving areas ofweakness and review of new call procedures and infrequent call
types.
• The Performance Averages Report that appears at the end of thisreport indicates outstanding answer performance throughoutthe contract year. Average TRS answer seconds for the year were
1.3 with 97% of the calls answered in ten seconds or less, and
average CapTel answer seconds for the year were 1.4 with 98%
of calls answered in ten seconds or less.
The information in this document is considered Proprietary and Confidential.
RELAY Outreach
Hamilton Relay once again recognized outstanding leaders within the stateof Nevada with its annual scholarship and leadership awards. Hamilton presentedthe following individuals with their respective awards for outstanding leadershipin their communities:
The information in this document is considered Proprietary and Confidential.
Marketing
Now It's your call...
anytime, anywhere withRelay Nevada.
Relay Nevada makes ttconversations posslbltwho aredeaf, hard oft
or have difficulty spea
Relay Nevada Speech-to-Speech (STS)Speech-to-Spwch relay service Is esp^daUy useful for indtvtduals whohave difficulty speaking or being undefstood on ihe phom.
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RELAYNEVADA Relay Neva da .corn
Make the Call with
Relay Nevada—Just Dial 7-1-1
Relay Nevada is a 24-hour service that allows individuals whoare deaf, hard of hearing, deaf-blind or have difficulty speakingto communicate overthe phone.
How to Connect
Dial 7-1-1 or call one of the toll free numbers below:
TTY/ASOl/HCO (Hearing Carry0ver):80?-32fr6868;Voice: 800-326-6888VCO (Voice Carry Over): 80&-326.'t013Speech-to-Speech) 800-326-5658Spanish! 80&-877-1219
Capttoned Telephone (CapTel*)-dial the other part/s number directly-Incoming calleia dial M77-243-2823
Customer Care;8a8-256-5647Voice/TTY
Capttoned Telephone aBowsindividuals who have difficulty hearingon the phone to listen while reading
captions of what's said to them.
In addition to presentations, meetings and exhibits, the Outreach Coordinator, KirkStein, utilized flyers, Facebook and videos to promote Relay Nevada.
Throughout the year. Relay Nevada held more than 11 0 outreach activities and reachedmore than 13,900 people with information about relay services available to themthrough Relay Nevada.
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The information in this document is considered Proprietary and Confidential.
Outreach Highlight Story
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Outreach Report
• Relay Friendly Business (RFB)The Nevada Outreach Coordinator performed Relay FriendlyBusiness training sessions for the Bank of America callcenter and the Carson City Justice Municipal court. Staff ateach location learned how to place and receive relay calls.
Both organizations successfully completed training.
• Events
Kirk, the Nevada Outreach Coordinator, presentedinformation to several organizations and exhibited atnumerous events, which included health fairs, senior fairs
and civic organizations.
Notable Events include:• Caregivers Expo in Boulder City• Clark County School District - Nevada Reading Week• Young at Heart 55+ Senior Expo• National Association of Social Workers Convention
• VA Car Show and BBQ
• Captioned Telephone Service
Kirk provided presentations at senior centers, senior livingfacilities, veterans groups and hearing loss groups. He also
displayed the phones and literature at his exhibit booth.
• Speech-to-Speech Service
Kirk shared information about Speech-to-Speech service at
presentations and exhibits. He handed out flyers at variousevents and discussed Speech-to-Speech service with
residents at senior living facilities who may benefit from theservice.
PartnershipsKirk partnered with different agencies and organizationsthat allowed him to share booth spaces, information andcontacts with each other throughout the year.. Deaf Centers of Nevada (DCN)• Hands and Voices
Target Audiences
- Seniors
- Veterans
Businesses
- Civic Organizations
- Emergency Personnel
- School Teachers and Staff
The information in this document is considered Proprietary and Confidential.
Outreach Activities
The Outreach Coordinators for Relay Nevada were very busy this year doing manypresentations, exhibits, one on one visits, meetings, networking events and field
visits to educate people about Relay and the services provided.
30Presentations
563attendees
18
12,739 totalattendees
3One on One
Visits
4 totalattendees
14Meetings
429 totalattendees
8Networking
opportunities
103 totalattendees
40Field Visits
74 totalattendees
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The information in this document is considered Proprietary and Confidential.
STATISTICAL Reports
TRS Customer Care Summary
Every call that comes into Nevada Customer Care, as well as comments sent
via fax, letter or email, is logged into Hamilton's Customer Care database.
We received a total of 218 inquiries to Customer Care from January 1, 2016through December 31,2016. The majority of the legitimate calls to CustomerCare were requests for information on equipment.
General Information
139
Equipment
23
Technical Complaints
5
Customer Profile
31
Malicious Caller
1
Outreach Requests
1
External Complaints
3Service Complaints
15
The information in this document is considered Proprietary and Confidential.
CapTel Customer Care Summary
Every call that comes into CTI Customer Care from a Nevada consumer is tracked.
CTI received a total of 35 inquiries to Customer Care from January 1,2016through December 31,2016.
Info/Referral/Consumer
Education
Other(Complimentsfor Customer
Service)
1
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The information in this document is considered Proprietary and Confidential.
TRS Monthly Performance Averages
Average Answer Seconds3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
1.1 1.2 1.3
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Percent Answered in 10100
95
90
98 98 98 98 98 98
85
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The information in this document is considered Proprietary and Confidential.
TRS Total Intrastate and Total Interstate Session Minutes
Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
• Intrastate • Interstate
Sep-16 Oct-16 Nov-16 Dec-16
TRS Session Minutes by Jurisdiction
48,901
Intrastate Interstate Toll Free Gen Assist
TRS Session Minutes by Inbound Method
68,826
Ascii HCO Span TH' VCO Voice
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The information in this document is considered Proprietary and Confidential.
CapTel Performance Averages
Average Answer Seconds3.5
3
2.5
1.5 -JJ 1'4 1'4 1.1 1.2 L2_ 1.4
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Percent Answered in 10100
95
99 9998 98 98
97 96 96 "9797" 97
90
85
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The information in this document is considered Proprietary and Confidential.
CapTel Total Intrastate and Total Interstate Session Minutes
12,000
10,000
8,000
6,000
4,000
2,000
0
1111111111Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16
• Intrastate • Interstate
CapTel Session Minutes by Jurisdiction
100,000
90,000
80,000
70,000
60,000
50,000 4
40,000 4
30,000
20,000 -i
10,000 4
97,938
Intrastate Interstate 2-Llne Int'l Toll Free Gen Assist
CapTel Session Minutes by Inbound Method
180,000 T
160,000
140,000
120,000
100,000
80,000 +
60,000 +
40,000 +
20,000 +
0 4
166,725
CapTel Voice
The information in this document is considered Proprietary and Confidential.
Traffic Projections
TRS Intrastate Session Minutes
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
• 2016 Intrastate SessMin B Projected 2017 Intrastate SessMin
12,000
10,000
8,000
6,000
4,000
2,000
/~
CapTel Intrastate Session Minutes
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s 2016 Intrastate SessMin • Projected 2017 Intrastate SessMin
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142.183.78
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177.001,480.64
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0.2176.1735.00
334.67^474.18
3,100.39
$$$
-$
T$
-$
$
T$T
Dec-15
425.00
189.96374.34
439366.73
(4.68)
33.9535.00
185.9810077
1,786.41
T$$$$$$$T$$T$$$
Jan-16
323.54
620.00
874.22425.00
112.69109.90
35.00
178.2842.79
2,721.42
TT$$
^$
TT$TT-$
TTTT
Feb-16
51.17
472.37
60.55
1.4235.00
174.4388.84
-883.78-
$$~
$_$
$T$"
$$$"
$J$$"
T
MaM6
50.64125.00
1,806.7161.01
283525.49
178.5335.00
179.43658.28
3,148.44
TT$~
$$T$$TT$$T$T
Apr-1659.21
(125.00)412.50
391.94"99.71
194.89
53.7535.00
100.00
199.001,01334
2,434.34
$$$$_
$$$T$$$TT$$
May-16
75.00100.00
818.87
1,628.38
31.10
97.403.75
34.5735.00
190.57364.98
3,379.62
$$TTT$$TT$$TT$$
Jun-16
1,520.00
1,134.76(466.30)
568.75
127.8216.71
35.00
197.23289.79
T423.76
$$TT$$$TT$$$$-
$$
Total
382.75
1,566.873,935.00
14,401.63
2,893.201,975.02
882.21
1,267.16163.00
1,213.06405.00100.00
2,101.055,124.11
36,410.06
0f*
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i•o0"I
I—
•I
AdvertisingGiveaways
Events
Interpreting
Legal & ProfessionalLodgingMaterialsMealsMiscellaneous
PostageRentSponsorshipTelephoneTravel
$$$$$$$$$$$I$y$
Jul-16
318.75
192.24
100.0075.3840.00
82.91
37.99
847.27
I$$$$$$$$$I$$$$
Aug-16
99.99
495.00440.00
120.11