July 2017 Small Cell Concession in The London Borough of ... · WiFi The WiFi network provides two primary services, a Freemium service branded as per Waltham Forest’s requirements

July 2017 Small Cell Concession in The London Borough of Waltham Forest 3

Company Confidential. All rights reserved. Passing on and copying of this document, use and communication of itscontent is not permitted without written authorisation. This proposal is without prejudice and subject to contract.

Table of ContentsTABLE OF CONTENTS................................................................................................................3

GLOSSARY OF TERMS...............................................................................................................4

EXECUTIVE SUMMARY...............................................................................................................5

BID PRINCIPLES..........................................................................................................................8

OPERATIONAL METHOD STATEMENT...................................................................................10

TECHNICAL METHOD STATEMENT ........................................................................................20

COVERAGE METHOD STATEMENT ........................................................................................29

CUSTOMER ENGAGEMENT METHOD STATEMENT..............................................................39

SOCIAL VALUE METHOD STATEMENT ..................................................................................47

APPENDICES .............................................................................................................................51

1 – VIRGIN MEDIA LETTER OF SUPPORT ..............................................................................51

2 – ARQIVA CONSTRUCTION MANAGEMENT AND CDM .....................................................51

3 – ARQIVA DESIGNER RISK MANAGEMENT........................................................................51

4 – WIFI PROJECT PLAN ..........................................................................................................51

5 – ARQIVA TOWN PLANNING GUIDELINES..........................................................................51

6 - DATASHEETS.......................................................................................................................51


Company Confidential. All rights reserved. Passing on and copying of this document, use and communication of itscontent is not permitted without written authorisation. This proposal is without prejudice and subject to contract.

Glossary of Terms

Acronym Definition Acronym Definition

AP Access Point NEBOSH National Examination Board in Occupational Safety and Health

API Application Programming Interface NOC Network Operating Centre

APM Association for Project Management OHSAS Occupational Health and Safety Advisory Services

CDM Construction Design and Management PCI-DSS Payment Card Industry Data Security Standard

CMS Content Management System PID Project Initiation Document

CPA Cost Per Acquisition PFI Private Finance Initiative

CPC Cost per Click PMM Project Management Methodology

CPD Cost Per Day PRINCE2 Projects In Controlled Environments

CPL Cost Per Lead QMS Quality Management System

CPM Cost Per Mille RADIUS The service used to authenticate users

CSI Continual Service Improvement RAG Red, Amber, Green

DAS Distributed Antenna System RF Radio Frequency

DSO Digital Switchover RIPA Regulation of Investigatory Powers Act

DSL Digital Subscriber Line RRT Rapid Response Team

ERM Enterprise Resource Management SAT Site Acceptance Test

FAT Factory Acceptance Test SFTP SSH File Transfer Protocol

FTNS Fixed Telecommunications Network Services SHED Safety, Health & Environment

Department

iOS iPhone OS SL Service Level

IOSH Institution of Occupational Safety and Health SLA Service Level Agreement

IP Internet Protocol SLM Service Level Management

IPR Intellectual Property Rights SSID Service set identification

ISP Internet Service Provider UMSUG Unmetered Supplies User Group

ITIL Information Technology Infrastructure Library URL Uniform resource locator

ITN Invitation to Negotiate VAC Virtual Audio Cable

ITSFT Invitation to Submit Final Tender VLAN Virtual local area network

KPI Key Performance Indicator WAN Wide Area Network

LAN Local Area Network WiFi Wireless Fidelity

MAC Media Access Control WISPr Wireless Internet Service Provider roaming

MNO Mobile Network Operator


Company confidential. All rights reserved. Passing on and copying of this document, use and communication of its content is not permitted without written authorisation. This proposal is subject to contract.

Executive Summary

Waltham Forest will be able to improve WiFi

penetration and network usage while benefitting

from increased revenues as result of

Arqiva’s neutral wholesale network

We understand that providing first-class WiFi services and next generation wireless access across Waltham Forest will enable the borough’s residents, businesses and visitors to benefit from all that the area has to offer.

Experienced and credible

Arqiva is a highly experienced and credible provider of wireless concessions including WiFi services. In the last four years, Arqiva has been awarded contracts with eleven London Boroughs (namely Camden, Wandsworth, Hammersmith & Fulham, Islington, Harrow, Brent, Barnet, Hounslow, Richmond, Haringey and Merton), Manchester City Council, Southampton City Council, Eastbourne Council, Colchester Council and Medway Council (Kent).

As an example, we have deployed and commissioned 155 Access Points (APs) in the high footfall areas of Camden (such as high street and transport hubs); 112 of which are on lamp posts or CCTV columns and 43 are on Arqiva’s available existing telephone kiosks.

We also provide free public WiFi network across Manchester City centre. The network is backed by Manchester City Council and Transport for Greater Manchester (TFGM). It has been launched in three phases covering St Peter's Square, Albert Square and Cross Street district shopping centres. It also takes in Greater Manchester transport hubs and stops along key routes used by train, bus and Metrolink passengers.

"Providing improved access for Manchester residents, businesses and visitors promotes social inclusion and economic growth. We want to ensure that Manchester residents and visitors get the most out of the city and giving them free WiFi access will mean they have a wealth of information and services at their fingertips. This will make another important contribution towards our goal of ensuring that Manchester is one of the world's leading digital cities."

Figure 1: Testimonial from Nigel Murphy, Exec Member for Environment at Manchester City Council

Smartphone take-up has increased rapidly

over the past year, with 83% of adults now

owning one

Key market trendsThe Ofcom Annual International Communications Market Report 2016 showed that take-up of smartphones has continued to increase rapidly over the past year, with eight in ten adults now claiming to own one (83%), up from 51% in 2013.

Nearly seven in ten respondents (72%) said they personally used their mobile phone to access the internet (up from 49% in Q1 2013), driven by growth in the smartphone market.

Our proposal to the London Borough of Waltham Forest includes providing a 24x7 free WiFi service.. We also propose opening the network up to roaming partners such as iPass, Boingo and to the mobile operators.



Our proposal to the London Borough of

Waltham Forest includes providing a

24x7 free WiFi service.

Arqiva is partnering with Virgin Media to deliver

the carrier class WiFi network

Mobile operators spend over a year with Arqiva for running 1 in 4

Arqiva, as a neutral host, already has significant commercial relationships with all of the mobile network operators (Arqiva operates 1 in 4 mobile phone masts). These relationships will be extended to include wholesale access to assets and the WiFi footprint (via our partner Virgin Media). End-users will expect to connect seamlessly to WiFi in locations where their mobile operator has a wholesale relationship. Working with Arqiva, Waltham Forest will be able to embrace this trend as part of its offering.

WiFi Technical excellenceArqiva is technically strong. We will continually improve and lead technical developments as they evolve. We already have advanced plans for using next generation WiFi (802.11ad) and are building systems that will support all of the necessary upgrades when the standard is ratified this year. Seamless discovery and authentication on to WiFi networks is required by mobile operators and users from a carrier class WiFi network and that is what we will build in Waltham Forest.

Arqiva has a proven customer support centre, 24/7 monitoring via our WiFi partner Virgin Media, and its own engineering force including on-site engineers to supplement those in Virgin Media.

Our Small Cell propositionWorking with the mobile operators to support deployments of 4G and 5G networks, we are constantly extending our understanding of their requirements for Small Cells. Today there are only a few commercially available small cells, meaning any deployments over the next months will be limited. Following our current conversations with the mobile operators and based on our experience of running macro cell sites we will adopt a site share model for small cells in the short term, moving towards an end-to-end managed service in the medium term. We have a high degree of confidence in these models driving deployment of small cells within Waltham Forest.

About ArqivaArqiva is a world-class provider of media, broadcast and communications infrastructure and services:

I We are the largest independent UK mobile mast / towers provider

I We own and operate most of the UK’s TV / radio broadcast networks and are the BBC’s biggest supplier

I We run 1 in 4 mobile phone masts – The mobile operators spend approximately a year with us

I We have extensive experience and expertise, with an excellent track record of innovation



Arqiva is compliant with and certificated to

ISO9001

With the adoption and implementation of ITIL best practice, we can

consistently deliver an excellent level of

service to the London Borough of Waltham

Forest

Arqiva’s WiFi network provides two primary

services; a Freemium service branded as per

Waltham Forest’s requirements and a

wholesale service to all operators that require access to the network

Quality managementThe Arqiva Quality Management System (QMS) underpins our methodology to meet contractual commitment to our customers and also demonstrates Arqiva’s compliance to ISO 9001. It is designed to ensure all services and deliverables provided meet customer requirements; any applicable statutory and regulatory requirements and are fit for use and are systematically and continuously improved.

Processes and procedures are determined as being required where the ISO 9001 standard specifically requires them or where Arqiva decides that the lack of a formal documented process would adversely affect the service provided to the customer.

Arqiva’s Service Delivery model encompasses the high-level support processes, which underpin the delivery of services to our customers. With the adoption and implementation of ITIL best practice across our business and for the purposes of this concession, we are confident that we can consistently deliver an excellent level of service to the London Borough of Waltham Forest

CDM complianceWith Arqiva being an infrastructure and networks company, all aspects of the requirement are standard practise with the company. We can provide further documentation pertaining to example if requested. Please see the following:

I Appendix 2 - Arqiva Construction Management and CDM I Appendix 3 - Arqiva Designer Risk Management

AssuranceUtilising Arqiva’s proven processes which are being implemented across a range of contracts for macro sites today, we will assure all design, installation, workmanship, hardware, on-going maintenance and management of sub-contractors is conducted to the highest standard to meet the Waltham Forest.

WiFiThe WiFi network provides two primary services, a Freemium service branded as per Waltham Forest’s requirements and a wholesale service to all operators that require access to the network. This open approach allows for a differentiated business model to be delivered.

DesignI Typical coverage will focus on open space high footfall

locations, such as retail zones and key transport locationsI Network capacity design will encompass density and

propensity of usageI Network design will target ‘white spots’ (where the mobile

networks –and hence data services - are congested) and / or coverage ‘not spots’ of our wholesale partners

I We welcome the input of Waltham Forest into coverage areas



Arqiva will ensure the smooth deployment and

compliance to all required additional

Small Cell legislation

Arqiva’s Service Delivery Manager

(SDM) for the Waltham Forest concession shall

include regular engagement with all

identified stakeholders

required additional Small Cell legislation. The varying solutions to backhaul preferred by the operators will be co-ordinated by Arqiva, with an impact analysis provided.

Operate, Support and MaintainArqiva will in effect be a sub-contractor to the mobile operator, and hence operations for the network will be an extension of the existing MNO operations. Arqiva currently operates this model over some 9,000 active sites within the UK, and hence this is an established model. Given that the utilisation of assets for Small Cell is new to the UK, Arqiva continues to work with the MNOs to ensure that best practises are in place, as the opportunity evolves.

Planned and Ad-Hoc support and maintenanceArqiva provides both business-to-business and public-facing 24/365 call centre services. These employ established and robust processes to support our Small Cell, IoT and Smart Metering business streams.

Our business facing call-desk co-ordinates all support and maintenance activities for both Unplanned & Planned Works for our business customers, and for those organisations who predictably and frequently work on sites that we manage.

Our public facing call desk co-ordinates and manages Unplanned work requests such as may be expected from the wide range of organisations that may work on Arqiva managed assets where access control is not easily enforceable. e.g. for those that may have a need to attend to the fixtures, fittings, finish and testing of a lamp column.Contact details of our public facing call desk are made evident on such lamp columns so that – where necessary for reasons of health & safety - the telecoms equipment can be remotely switched-off whilst work is undertaken.

Service Delivery ManagerThe responsibilities of Arqiva’s Service Delivery Manager (SDM) for the Waltham Forest concession shall include regular engagement with all identified stakeholders, including the identified Lighting and Highways Council teams and the London Borough of Waltham Forest, TfL, and other public bodies, to ensure all parties are aligned and all activities co-ordinated.



A1.3 Planning

Provide details of your proposed processes, relating to the management of planning and engagement with the Planning Department.

One of our Town Planning Managers will be allocated as a main

point of contact to engage with Waltham

Forest’s Planning Department

Applications for listed building consent would

be handled by our Town Planning Team, who

would consult with your Listed Buildings Officer

and English Heritage

Arqiva has a dedicated Town Planning Team that contains five qualified Chartered Town Planners and so all town-planning activity would be undertaken by them or under their management. The Town Planning Team owns the Arqiva Town Planning Process documentation, which ensures that we comply with the relevant statutory framework. Where planning approvals are required they can be properly reconciled to relevant planning policy; and we ensure that we conform to best practice.

One of the Town Planning Managers would be allocated as a main point of contact to work within the Arqiva team and to engage with Waltham Forest Council’s Planning Department. We already have experience of working successfully in this way with other Councils (both in London and across the United Kingdom) and we recommend that the Council nominate an Officer within the Planning Department to be a first point of engagement.

Town Planning Approach for Waltham ForestIn terms of approach, our Town Planning Team has agreed with the Planning Departments of all other Councils that the hardware proposed would be de minimis or permitted development and so not require applications for either full planning or under the prior approval procedures. It is helpful to note from your Planning Guidance that this already appears accepted, but if any of the hardware were to change in any material way, we would seek confirmation of this position with your Planning Department.

Notwithstanding this, we would provide you with a schedule of all sites and proposed hardware as set out in your Planning Guidance to ensure allow you to offer any guidance on public realm issues, prior to the finalisation of any plans.

Where applications for planning permission or under the prior approval procedures are required they would be handled by our Town Planning Team, involving an appropriate level of prior consultation.

Listed BuildingsIn the case of listed buildings, applications for listed building consent would also be handled by our Town Planning Team, who would consult with your Listed Buildings Officer and English Heritage as may be required. Depending on the nature of the installation and /or the Grade of listing we might also seek the advice of a specialist heritage consultant. A number of Arqiva sites are listed and / or are Scheduled Ancient Monuments and so we have good experience of sensitively handling proposals on them.



The APs will not interfere with the street lighting performance or other installations such

as festive lighting or advertising banners

in Manchester City Centre and eleven other London boroughs and have had no interference issues.

ICNRP ComplianceUK Government policy is that all telecommunications equipment installations that emit electromagnetic fields are expected to comply with the 1998 International Commission on Non-Ionising Radiation Protection (ICNIRP) guidelines for public and occupational exposure to electromagnetic fields.

Arqiva confirms that all elements of the proposed network will so comply. Through its long-term management and operation of the UK’s public broadcast networks, including the recently completed digital switchover of the UK’s entire TV network, and through designing, installing, operating and hosting thousands of other radio installations on its transmitter sites, Arqiva is highly experienced in the management of RF safety compliance, both for its employees and contractors, and for the general public.

All WiFi access points will be intrinsically touch-compliant to the ICNIRP occupational standard by design.



Signal Strength: Mounting Spots: Lighting posts and CCTV columnsAP Height: 5 meters

AssumptionsThe design makes the following assumptions:

I Access to the use of street furniture will be grantedII Use of Waltham Forest owned buildings can be explored for backhaul or access point

mounting locations where necessary

The Design

1) Wireless Distribution

I To provide adequate signal coverage and capacity, APs are required to be mounted on certain lamp posts and CCTV columns

I These locations are shown in the following screen shots and listed in greater detail in the asset table

I The approach taken is to place outdoor rated, omni-directional mesh APs in key locations in order to bring coverage and capacity as near as possible to the end users

I A height of approximately 5 meters has been chosen for AP mounting, which should allow for adequate general clearance and movement of passing vehicles while still allowing wireless AP to AP mesh connections to be maintained

I This height can be modified as needed once a physical site survey has been carried out but previous deployments have shown good coverage, mesh stability and tall vehicle clearance.

I Also, certain nodes of the network may require the external antenna version of the Cisco 1532 AP if SNR (signal to noise ratio) levels are found to be too low.

I This is not expected but should be kept in mind post deployment.


Company confidential. All rights reserved.


Company confidential. All rights reserved.


Company confidential. All rights reserved



Customer Engagement Method Statement

A.4 Customer engagement: Engagement with users

Provide a method statement below describing in full how the Concessionaire will engage with users of the Wi-Fi/Wireless network. The response must include as much detail as possible and address all of the specific requirements stated in the Customer Engagement section of the specification. The response must include information on how the service will be promoted, supported and how it could support the residents and businesses of the London Borough of Waltham Forest and address the wider digital aspirations of the Borough.

Response should include:• Detail any restrictions to network access including restrictions or limitations on time, bandwidth,

speed, location, available services or limits to internet access.• Detail proposals regarding the approach to customer engagement with particular regard to

customer service, user experience and ease of access.• Detail proposals with illustrative examples in respect to the proposed customer experience and

interface and how this could potentially engage with the public, private and voluntary sectors• Detail how you would through their proposed approach directly and indirectly support initiatives

which would support the retail business sector of Waltham Forest town centre as well as other key town centre destinations within the Borough. Detail how you would through your proposed approach directly and indirectly support initiatives which would support the wider digital social and economic strategies and aspirations of the Borough of Waltham Forest.

• Address public concern about the health impacts of introducing the proposed wireless network.• Detail proposals for working with local businesses.• Detail how the Bidder would support initiatives relating to economic development and

regeneration• Detail how the Bidder would support and promote initiatives relating to social and digital

inclusion.

Waltham Forest will benefit from a

significant increase in user take up as a result

of a easy to discover WiFi service

Promoting the NetworkThe London Borough of Waltham Forest is seeking a supplier who can provide a seamless WiFi network that is high in quality, easily accessible to users and captures data about the user with as few obstacles as possible. We understand the process every user goes through when they ask the question “I wonder if there’s any WiFi here?”

Making the network easy to find or discover is one of the most effective ways to get user connections. Most users will never look for a poster to see if there is WiFi as it is now so quick to look on your phone. That is what we mean by discovery; the user just having a look on their phone to see if there is something that they can connect to. Users usually look when they actually want to do something online, they don't look for fun, or out of curiosity. That means we need to make sure, what they are looking for stands out. Naming an SSID ‘Waltham Forest’ generally won’t be good enough to get the user to try it. Making a network say, “connect to me”:

I Ensure ‘Waltham Forest’ is in the SSIDI Use an underscore at the beginning of your SSID, bringing it

to top of the list on iPhones and iPadsI If the WiFi network is free, say so in the SSID. Arqiva has



We also provide free public WiFi network across Manchester City centre. The network is backed by Manchester City Council and Transport for Greater Manchester (TFGM).

"Providing improved access for Manchester residents, businesses and visitors promotes social inclusion and economic growth. We want to ensure that Manchester residents and visitors get the most out of the city and giving them free WiFi access will mean they have a wealth of information and services at their fingertips. This will make another important contribution towards our goal of

ensuring that Manchester is one of the world's leading digital cities."

Testimonial from Nigel Murphy, Exec Member for Environment at Manchester City Council

Across London, Arqiva sites have long been the providers of radio coverage to the surrounding community. Arqiva have also been a long term partner in providing emergency services coverage for the Police, Ambulance, and Fire Services, with some nineteen Arqiva sites hosting critical infrastructure across the London Boroughs.

Arqiva is working to develop projects utilising the Arqiva Internet of Things (IoT) network to deliver social and health benefits. These include:

I In-home devices for Alzheimer patients to be able to provide remote monitoring for health care professionals.

I Connected pill boxes that beep to remind you when to take prescribed medicines, and then forward time data on to your GP so they can keep track of what’s going on. Two-way connectivity could allow them to change dosages remotely too.

I Movement sensors capable of noticing when an unsupervised elderly patient has fallen over. Alerts can be sent to the nearest nurse or assistant so that care can be provided immediately.

As part of Technology Integrated Health Management (TIHM) Test Bed we are working in partnership to deliver a national standards-based assistive care IoT platform, which brings together Vision360’s “V360 Toolkit” health and assistive care technology and our SIGFOX IoT network across the UK.

Working with the housing organisation Housemark, a leading provider of social housing data and insight, we are involved in a trial aimed at testing a comprehensive package of sensor-based IoT devices in social housing in order to explore the benefits to both landlords and tenants.

Approximately 300 multi-functional devices will be fitted to homes of the social housing provider, River Clyde Homes, in the Broomhill area to monitor a range of conditions, from temperature and humidity to noise, movement, wind speed, heat and power, as well as assets such as lifts and windows.

Arqiva’s IoT information can be found http://www.arqiva.com/internet-of-things

Additionally, we aim to support communities through local events similar to those outlined in the City Bridge Trust. For example, our thriving relationship with the Business in the Community (BITC) movement and mass involvement in its Give and Gain Day allows employees to contribute to community projects at a local level.

The benefit to local business can be seen on multiple levels:

I Wherever possible we prefer to engage a Council’s street lighting contractors to install the WiFi hardware on street lighting and other Council owned assets. Any Third Party will be managed closely by us via our project governance.

I The wireless network should encourage visitors I Wireless and WiFi can be seen as a stimulus for regeneration



I Our solution can also provide a means for businesses in the local area to trial new advertising techniques utilising the unused media slots on the landing pages

I Supporting initiatives relating to economic development and regenerationI ~76% of Arqiva suppliers fall within the Small Medium Enterprise (SME) criteria

Corporate - Armed Services Support

Our heritage to support the armed services achieved a new milestone over the summer.

We already have a number of employees who are either married to Service personnel, are former serving members or existing member of the Reserve forces. And we were also immensely proud to have partnered Walking With the Wounded and their amazing South Pole Challenge. Armed Forces personnel have a work ethic that closely follows our own values and behaviour, and we recognise the benefits they can bring to us.

Our commitment to support the Armed Forces became more formal this year, with our signing of the MOD’s Armed Forces Covenant. This is a written and publicised voluntary pledge, which includes two key principles:

1. No member of the armed forces community should face disadvantage in the provision of public and commercial services compared to any other citizen

2. In some circumstances special treatment may be appropriate, especially for the injured or bereaved

The covenant, signed by Matthew Brearley - Director of P&O, includes further pledges to demonstrate our commitment: We have publically pledged to:

I Promote that we are an armed forces-friendly organisation I Support the employment of veterans young and old I Support the employment of Services spouses and partners I Endeavour to offer flexibility of leave for Service spouses and partners during and after

deployment I Support employees who choose to become members of the Reserve forces



Appendices

1 – Virgin Media Letter of Support

2 – Arqiva Construction Management and CDM

3 – Arqiva Designer Risk Management

4 – WiFi Project Plan

5 – Arqiva Town Planning Guidelines

6 - Datasheets

o Cisco 1530 & 1560 Series

o CisCisco 2600 Series

o Ericsson RBS6501 Cabinet dimensions

o Meraki Datasheet MR66

o Nokai Flexizone Mini Micro

o O2 Nokia Flexilite

o QuCell outdoor 4G

o Samsung SOF50 4G

Documents

July 2017 Small Cell Concession in The London Borough of ... · WiFi The WiFi network provides two primary services, a Freemium service branded as per Waltham Forest’s requirements