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People Technology - The Faces Behind the Network

CSPs give clients the ability to deal with someone local, typically a long-time Northern resident who understands the culture and language of their community.

Delivering broadband services in the North comes with some rather unique challenges. Most Northern communities are isolated with limited accessibility. In the winter months the weather is inhospitable and unpredictable making both freight and travel difficult. With 60 sites to maintain and thousands of customers to deliver services to, we have to be very resourceful in our approach to deliver services that meet the needs of our customers.

To meet this challenge we have adopted a unique way of delivering services and support right in the community. We have established a special team, known fondly as Community Service Providers (CSPs).

The CSP is a local resident that signs up accounts, takes payments and provides technical support to clients in their community. They are essential when it comes to the success of our Northern Network. Through the CSP we are able to connect with our customer on a local level offering them instant access to services and support. This model also allows up to put money right back into the local economy. CSPs earn commissions on all of the accounts that they manage.

The CSP model features many benefits

  • SSi puts over $1 Million dollars back into the Nunavut economy at the local level, on an annual basis.
  • CSPs receive a significant percentage of the gross revenue of the network each month, based on their customer base. This important revenue stream ensures that local people can build IT based businesses that succeed.
  • Ongoing training is provided to all CSPs. We are also working on the development of a comprehensive online training center.
  • Customers have the convenience of local service. They do not have to wait for a representative to fly in before signing up for the service.
  • CSPs on the ground are aware of what is happening in each community. They provide immediate feedback on technical issues and the prediction of trends and future uses of broadband in remote communities.
  • CSPs manage local accounts using SSI Micro's custom designed billing and management system.

To become a CSP, a person must have a solid reputation within their community and they must believe that the product is good for their community It is prefered that the CSP is a long time Northerner and that they understand the language and culture of the community that they represent. Our CSPs have a wide range of backgrounds but they all have one thing in common. They believe in the service and they work hard to make it successful. We support one another with the aim to continue improving and meeting the technological needs of each community. Many of our service providers have been involved in these networks from day one. They are an integral part of the SSI team.

The general role of a CSP includes:

  • To provide first level sales and support for the local community.
  • Maintain an inventory of modems to ensure a new customer can quickly receive service
  • Seek out potential new customers in a community
  • Register new customers and update existing customer records as required
  • Assist new and existing customers in installing the modem and in dealing with any technical issues that might arise.
  • Collect payments provided by customers for payment of services.

Meet Bob McLean and Sarah Meeko, CSP for Sanikiluaq, Nuanvut

Bob & Sarah have been involved with bringing Internet to the community of Sanikiluaq since 1998. They launched the first dial up service in the community and later got involved in the Nunavut Broadband task force to recommend new ways to use Internet services in Nunavut. Bob was asked to run for Board of Directors of the Nunavut Broadband Development Corporation (NBDC) and was recently re-elected for his second term currently he is the Vice Chairman for NBDC.

Bob and Sarah have been staunch supporters of bringing affordable, reliable, fast Internet to ALL of Nunavut since 1998. They have been the community service providers in Saniqiluaq for the QINIQ service since its inception. Bob is the manager of two Inuit owned companies:

  • Soapstone Artists of Sanikiluaq www.soapstoneartists.com is an online Internet store that provides information and online shopping for Inuit soapstone carvings and other artwork.
  • Sanny Internet, is Sanikiluaq's local ISP offering sales and technical support. Local customers can sign up for QINIQ broadband Internet services here.

Meet Darrell Ohokannoak, CSP for Cambridge Bay, Nunavut

Darrell has been an integral player in bringing Internet services to the Kitikmeot region of Nunavut since 1997. He was one of the principal people who started Polarnet eleven years ago, delivering dial up internet services to residents and businesses in Cambridge Bay, Kugluktuk, Gjoa Haven, Taloyoak and Kugaaruk. Today Polarnet is the CSP for QINIQ in all five Kitikmeot communities. Darrell manages and trains staff in these communities to act as the CSP in their respective communities.

A life long resident of Cambridge Bay, Darrell sees a huge potential for Broadband to help Nunavummiut improve ways of communicating - including VoIP, videoconferencing, and various forms of real-time communication. Darrell has been actively involved in bringing new service to the Kitikmeot region since the early 90s. He recently negotiated for Polarnet to be the Globalstar Dealership reseller for satellite phones.

Darrell is the the chairman of the Nunavut Broadband Development Corporation (NBDC). They recently announced a $21 million investment from the federal government for satellite bandwidth for the next 5 year and for the development of new services requested by Nunavummiut.


Meet Richard Evalik, CSP for Cambridge Bay, Nunavut

Richard has been working in the IT industry since 1998 when he started working for Polarnet providing dial up internet services and support to local residents. Today, Richard is the Assistant Manager at Polarnet. He has been providing customers in Cambridge Bay with QINIQ broadband services since early 2005.

Richard was born and raised in Cambridge Bay. He and his wife feel that broadband has brought a lot to the North. They value the ability to utilize VOIP and video technologies to stay in touch when Richard is traveling away from home. Richard is able to stay connected to his kids in a much more personal way, making the journey much easier. He notes that keeping in touch with family around Nunavut is also more affordable and families tend to connect with one another a lot more often.

Richard takes advantage of the internet in his off time, and appreciates the conveniences of online shopping. When items are not available locally, having the option of finding what you need online and comparing prices is so much easier today than it was before broadband became available.