Welcome and introduction, TSA`s 2020 ambitions and aspirationsAlyson Scurfield, Chief Executive, TSA
Together, we are stronger
Shaping the future of Technology Enabled Care
Our Vision
People choosing Technology Enabled Care and support to enrich everyday life
Our Mission
Driving the transformation and growth of the Technology Enabled Care Industry
Our Goals• Grow TSA’s membership, impact and reach• Increase TEC standards through certification• Lead, aspire and promote service models that improve health and care outcomes• TEC Quality to achieve industry-wide compliance
For the past 4 years TSA has
reached new levels as ‘the voice of
TEC’
THE VOICE OF TEC
• Lobbying and influencing government• Raising profile of TEC in social care,
health and housing• Creating partnerships with
national bodies and regulators • Launching new Quality Standards Framework• Influencing Technology Standards• Developing training and networking events• Business Strategy & Transformation Consultancy
• CREATING TWO NEW ARMS
TSA to lead effectively we have changed our structure
‘TEC Services Association (TSA)’
A ‘parent’ Community Interest Company (CIC) will manage
membership activity and commercial
contracts
Quality · Safety · Innovation
A NEW SUBSIDIARY CREATED TO SET STANDARDS AND INSPECT ON QUALITY
TSA’s standards body will have its own board to guarantee its independence
Board will be supported by:
• Technical Expert Steering Committee
• Service and Operational Expert Steering Committee
• TQ will become a UKCAS accredited centre
For the past 4 years TSA has
reached new levels as ‘the voice of
TEC’
2020 BUSINESS PLAN
• Restructuring TSA Staffing• Restructure internal and external system and processes• Membership Proposition development• Become UKAS Accredited Centre• Growth Plan, membership, standards, events, consultancy
and education• Market and competitor analysis• Develop future prediction of TEC • Leading digital strategy • Digital marketing strategy and development• Development of new website
“We value highly the benefit of showcasing both our membership and accreditation to the TSA quality standard framework, a key requirement to support our growth strategy. Presenting a hallmark of Telecare standard, which demonstrates all our
processes and principles are ratified independently by the TSA accreditation, assures clients that Anchorcall can provide cost effective Telecare monitoring solutions
based on an industry best practice standard in all aspects of our service delivery. Most importantly it shows that service user safety and security is at the heart of
everything we do.”
Jo Longfellow, Customer Centre Operations Manager, Anchor
CORE VALUE STRONG TOGETHER
Connecting People, Improving LivesA digital future for Technology Enable Care
TSA White Paper
Connecting People,Improving Lives:
A Digital Future for Technology-Enabled
Care?
www.tsa-voice.org.uk/digital-shift
Over the next few years (by 2025 latest?)
• Analogue telephone services in the UK will be switched-off, and replaced by packet-switched solutions (“ALL-IP”).
• Analogue systems (using ‘voice-band SIGNALLING’) are all affected to some degree, including:
Security systems
Fire alarm systems
Cash-payment terminals
TELECARE & SOCIAL ALARMS
Telecomms Digital Shift & Telecare
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THE THREATS
TSA WHITE PAPER ACTION PLANRoadmapping• Capture telecoms switchover plan – OFCOM (timescales, geography)• Confirm Scale of Impact – manufacturers, telecoms testing • Service provider planning – response to switchover, systems affected, procurement• Roadmap for new technology - assistive solutions, evidence, regulatory
Standards & guidelines• Identify standards and guidelines affected – regulators, SDOs• Standards re-development for services & systems – CEN, Cenelec, BSI• Guidance updates for digitally-enabled services - inc. TSA Quality Standards Framework
Commercial Impact• Identify and promote new commercial models – connectivity, mixed models• Confirm costs of transition to digital• Lobbying Plan for transitional funding
Coordination• Rolling communication plan • Programme management coordination
A Digital Future for Technology-Enabled Care
FULLY DIGITAL PHONE SERVICES: INFORMATION FOR SPECIAL SERVICE PROVIDERS
A message from BT
https://www.btplc.com/DigitalServicesLab
• Telecare Monitoring Centre Inbound Telephone Numbers• Who Provides the Numbers• Total Number of Telecare Connections
Email: [email protected]
2017 White Paper Update – Connecting People, Improving LivesA Digital Future for technology Enabled Care
Steve Sadler, Associate – Technology Strategist, TSA
To view the video please visit -https://www.youtube.com/watch?v=fJFI5msCSM4
Together, we are stronger
Events Management
Alan Williamson
Finance DirectorIan Clayton
Business Support CoordinatorJenna Lynch
Chief Executive OfficerAlyson Scurfield
Business Support Officer
Melanie Young
TSA President & Temp Chair of TQ
Paul Burstow
Marketing & Communications
Rowan Atkins
Marketing Content Manager
Andrew Tucker
Marketing & Events Assistant
Charlotte Young
Specialist Associates
Training & EducationGillian Austin
Business StrategyTim Mulrey
Social Care & HousingNathan Downing
Technology StrategySteve Sadler
ResearchMike Clark
2018 TSA Team Structure
Standards Management
Quality/TechnicalPaul Finch
AuditorsWendy Hodgson
Jane Turner-BraggSharon Le CorreHeather LaingJudith Allen
Temp Chair of TQPaul Burstow
2018 TEC Quality Team Structure
StandardsAdvisory Groups
(Technical/Service)
TEC QualityBoard
TSA Board LinkAlyson Scurfield (TSA, CEO)
Ian Clayton (TSA, FD)
TSA Quality Standards
Framework
Service Users
Association of Ambulance Chief Execs
European Standards
Boards
Department of Health
National Fire Chiefs Council
RegulatorsCI, CQC, RQIA, CIW
British Standards
Standards Collaboration
United Kingdom Accreditation
Service
• New Installation standard – BS 8604 (part 1)• BS EN 50134 part 9 (Sometimes Referred to as SCAIP +) Final Draft
for Consultation• NOWIP – business case to release to BSI to manage (BS 8521 – 2)• NOWIP V’s SCAIP debate
- NOWIP best on fixed broadband- SCAIP for mobile communications- SCAIP not developed for hardwired
• ISO 19011 Training for TEC Quality Auditors
• Memorandum of Understanding• Connection Agreement
- BS 5839 part 6 &BS 8591- CFOA Code of Practice (Unwanted Fire
Signals)
• Event in London 29th May
• Volante Case (House of Commons)
• Volume of calls• Information Sharing• Prof Jonathan Benger (NHS England)
• Call Handling Triage Algorithm
NFCC AACE
Department of Health
• Minister Caroline Dinenage has written to all CEO’s/MD’s of Monitoring Centres
• Stressing the importance of Standards• Urges organisations to ensure safety measures are in place• Next phase to ensure Commissioners of CCG’s and LA’s
stipulate standards
CEN TC/431
• European wide Service Supply Chain Technical Specification- UK, Holland, Sweden, France, Germany (Spain & Norway)- ANEC (Representing the European Consumer voice)
• Will replace some elements of BS EN 50134 – 7• Challenges in multi-cultural/operational context• Emphasis on the ‘WHAT’• Our role to enhance and develop the ‘HOW’
• On the journey to Accreditation with UKAS
• Important part of demonstrating impartiality
United Kingdom Accreditation
Service
Regulators
• Working with regulators to establish where regulation ends and Certification takes over
Quality Standards Migration
• 40 plus organisations completed their audits or in the process• 10 migrating early• 8 new applications this year already• Supply Sector
- Mobius Networks- Motech- Oysta- CAIR
- Legrand- Tunstall- Cascade3d
Together, we are stronger
Core Competency
• On Line Training Modules• For those organisations Certified,
or who have applied• 3 Modules
- Call handling- Installation of TEC- Response Services
• Available in April• More information on the TSA
Website• Look out for the Webinars• Will form part of standards
Positioning technology at the heart of the care and support offerNathan Downing, Associate – Social Care & Housing, TSA
Together, we are stronger
Consultancy supportTSA have supported organisations with their development of technology enabled care services, increasingly providing additional support to membership, commencing with initial scoping discussions to better understand problem areas to address and both strategic and operational aims to deliver
TEC service healthcheck – review of your service delivery model, alignment with commissioning strategy, gap analysis with best practice, provision of quick wins and development recommendations
Bespoke support with the development of new offers – mobile response models, proactive outbound calling, creation of hospital discharge/admission avoidance offers, redesign of referral process to focus on outcomes/risks
Strategy and marketing support – helping to develop marketing plans to deliver growth – business growth workshop to understand target audience, key messaging, marketing methods
Exploring new business forms to facilitate growth and enable organisations to respond to commercial opportunities
People/culture aspects underpin the systems/process approach –providing sustainability to achieving efficiencies.
Sustainability will not be achieved without on-going support of frontline staff to embed cultural change.
To achieve cost reduction/avoidance savings, organisations need to develop the TECS around the following principle:
Creating a technology first culture and positioning technology at a strategic level
The Connected Resident – Enabling Positive Ageing
Rita
Acute
Primary care CCGs
National datasets
Family
/carers
Additional Services
Social care and Public Health
Housing
Community care
Service users, patients, carers – must not be in position of leaving their everyday technology at the door when engaging with our Telecare service
Key drivers for technology – development areasOpportunities across Health, Public Health, Social Care and Housing – focus on problem statements and outcomes for the individual and services:
– Inactivity monitoring/dehydration - identifying lack of movement and providing prompts to move about the property, make a drink - focus on reducing risk of UTI/falls
– Reducing risk of falls - utilising wearable technology and activity sensors to understand falls risks and capture predictive data/trends or utilising gait analysis and exercise programmes
– Reducing avoidable admissions due to falls in care homes - utilising falls sensors linked to staff pagers/remote video consultation and basic vital signs monitoring
– Delivering proactive calls to identified vulnerable people to promote Public Health messages – e.g. flu jab reminder, keeping hydrated, reminder of exercise routines post reablement
– Partnership working with Fire & Rescue Services to deliver mobile response, incorporating lifting for non-injury falls, Safe & Well checks, vital signs reading (National Early Warning Score) – utilising public funds, using a trusted brand and delivering timely response (<15 mins average over past 2 years in Wolverhampton for example)
– Development of TECS commissioning strategy – Torbay & South Devon NHS Partnership Trust / Health & Social Care Northern Ireland
– Delivery of business growth workshop and marketing plan – Community Gateway Association / Shepway District Council
– Strategic review of technology services and development plan for benefits tracking, service improvement and growth model – Portsmouth City Council/CCG / Haringey Council
– Enhancing reablement delivery with activity monitoring to support right sizing of care – Bath & NE Somerset Council & Virgin Care
– Strategic outcomes workshop and critical friend to support TECS development – Bolton Council/CCG / Telford & Wrekin Council/CCG
Examples of support
Procurement of TECS cannot be seen as an extension of procuring IT solutions – single source for all solutions is not viable
Existing procurement frameworks allow procurement of mainstream, more traditional Telecare equipment, but range of options are limited
Organisations are struggling to procure identified solutions efficiently and in line with regulations
Organisations are looking for an effective procurement solution that encourages innovation and enables commissioners/service providers to be outcomes focused
Procurement issues – member feedback
A DPS is similar to a Framework Agreement, it provides a shortlist of suppliers from which buyers can conduct an e-competition for tenders. Unlike a framework agreement, suppliers can apply to join the DPS at any point during its cycle.
Accessing a DPS within the TECS sector would enable: Fair competition in terms of cost and quality Flexibility Timeliness Suppliers to join at any time Innovation in an ever-changing TEC environment Reduced timescales for procurement activity Procurement simplicity A true reflection of current and future market requirements
Benefits of a Dynamic Purchasing System (DPS)
Raising the standards for Mobile Communications in TelecareOliver Cox, Healthcare Communications Specialist, Mobius Networks Limited
Together, we are stronger
Mobile back up for the entire Store
Security PCI DSS
Rapid Deployment Not waiting for BT
Pre-Buy Overage
Double SIM Packages
Retail
SIMs & Connectivity in Telecare
Roaming Rules
Security & Fraud
Real World Experience
Summary & Discussion
Agenda
Copper to Fibre
Consumer and network focus has shifted from voice to broadband
Key parts of PSTN will not be replicated in the new system
Emulation not consistent
Fibre more expensive to deploy
Especially away from domestic locations
Business Voice and Telecare have different Expectations
Low revenue
High reliability requirements
High cost of failure
Low data requirements per SIM
High level of technical support that is not handset based
Mobius works with the Operator to address bespoke opportunities that don’t fit well with operators normal processes, tariffs, and commercial models
Permanent Roaming - Mobile vs IoT & Telecare Behavior
“Customer Traffic” is primarily considered Voice Calls, Messaging and Data.
But signaling is internal data that makes mobile networks work!
Traditional SMS runs over the signaling channel. iMessage / Whatsapp are different.
Traffic Profile is Different for IoT/ Telecare
Traffic / Signaling Traffic / Signaling
M2M devices typically generate small amounts of chargeable customer traffic but still require the same amount of signaling.
Programmed logic in M2M devices can make them aggressively and repeatedly attach to the network when connectivity is lost. Humans tend to give up and try again later and at a random time.
Permanent Roaming – Are you covered?
1. European Regulations
Conditions - "Roam like at home" is intended for people who occasionally travel outside the country where they live or have stable links i.e. they work or study there. It's not meant to be used for permanent roaming. As long as you spend more time at home than abroad, or you use your mobile phone more at home than abroad, you can roam freely at domestic prices when travelling anywhere in the EU. This is considered a "fair use of roaming services".
http://europa.eu/youreurope/citizens/travel/money-charges/mobile-roaming-costs/index_en.htm
“** Roaming charges will no longer apply, as long as you are using your phone abroad temporarily. Providers can still charge you for using your SIM card in another country permanently.”
2. https://en.wikipedia.org/wiki/European_Union_roaming_regulations
“All roaming charges for temporary roaming will be abolished on 15 June 2017 (fair-use rules are to be applied)”
3. Vodafone UK standard T’s & C’s
“Inclusive roaming allowances are only for our UK customers who are on short holidays or short business trips to countries within our Europe Zone. If you’re permanently roaming abroad – for example, you continuously use your phone from within our Europe Zone for more than 30 days – we may suspend international roaming on your account so you’re no longer able to use your phone abroad. We’ll contact you before we do this.”
Is there really a difference?
MBB A data-only SIM lets you stay
connected on the move – just pop it into your device… all while you're out and about.
You may only use your SIM card in…modems, dongles, iPad, tablets and/or laptops… If you do not we’ll suspend your service, restrict your use or speed, or charge you for unauthorised use.
Is there really a difference?
MBB You must not use your O2
SIM…with applications that primarily transfer information between fixed systems and remote…assets or any other remote computer systems.
Using your O2 SIM in a modeminstead of a mobile phone or tablet would fall outside this Fair Usage Policy
Data Transfer During day
Mobile Broadband data SIMs have an expected pattern of usage over a day
IoT Machines have a requirement to maintain a session
Such behaviour will be out of profile and ‘unfair’
MBB Attachment
Signaling
Not on Network
Background Updates
Real Time Use
IoT Attachment
Signaling
Not on Network
Background Updates
Real Time Use
Active Data Transfer
Active Data Transfer
24 Hour period of which
24 Hour period of which
Why is Mobile Broadband a problem?
Mobile Broadband
Fair Usage
Deep Packet Inspection
Choking
Occasional Use Profile
No Peer to Peer
No Software Updates
Machine to Machine/IoT
No Fair use policy
No Inspection
Unrestricted
24/7/365 Profile
Supported
No Restriction As networks become busier, profile becomes key
0
200
400
600
800
1000
1200
1 4 7 10 13 16 19 22 25 28
Mb
Days
Fair use in practice
Does it Matter? - Right First Time
Home Finance Company – Why? : MVNO• 50,000+ Home visits to swap SIMs
Telecare Hardware Manufacturer – Why? : MVNO• 10,000 Device returns for swaps
Local Authority Telecare – Why? Wrong SIM for product – low performance• Just about to swap 800+ SIMs
Does it Matter? - Right First Time
Local Authority Telecare – Why? Wrong SIM for product – low performance
• Same Device, SIM Changed
• One of many considerations
Poor IoT security Damages the Brand
Limits uptake
Simple to implement
Customers need signposting to what they are buying and the risks they are running
IoT Security
Portals can be a window into the devices
Built for the credit card industry from the ground up
Only IoT MVNO to have full PCI DSS Accreditation
Only IoT MVNO able to provide full off-net Private Mobile Network (PMN)
More experience of building PMN than any other IoT MVNO
IoT Security
http://www.bbc.co.uk/news/technology-22524274
Shodan to easily find public devices.
Public IP – Security
Have you ever looked at how much Internet traffic your corporate firewall blocks?
50% of traffic is unsolicited.
Excessive usage.
Requires more security hardware and software.
Bill Shock!
Public IP – Uncontrolled Usage
Local Government and Public Transport
All images remain the property of their respective owners
Case Study- Availability
“the project has also shown that 3G suppliers are not necessarily the same and standard 3G SIM cards do not always work”
As availability approaches 99% use of the app has shifted from customer focus to Operations."
Real Time Information- Arriva
“
Compliant with current protocols including STMF Health Care Standards
Reliable CLI Presentation
Compatible with dual channel GPRS and voice
Unique interconnects with global mobile operators
Resilient, redundant and reliable Dual Location+ Network
Un-steered connection to multi-operator networks
Longevity of solution: 10 years +
Profile for Health
Case Study- Second to none
The SIMs from Mobius worked very well, especially in the environment where we needed a robust data communication. Their support throughout was second to none”.
“
Case Study- Seamless
We weren't worried about the mobile coverage to be honest we really see successful Mobius operation as a given now! It's just seamless.”
“
Summary
Communications path is critical in Telecare
If using mobile, then consideration must be given to;
Security of comms and platforms
Consider costs associated with retrospective swaps
Trial multiple SIM options as part of the process
Permanent roaming Type of SIM deployed Infrastructure of the provider Choose an expert partner
Multiple operator interconnects Signal storm protection Secure end to end – accredited
Mobile back up for the entire Store
Security PCI DSS
Rapid Deployment Not waiting for BT
Pre-Buy Overage
Double SIM Packages
Retail
The digital future of dementia careNicola Cooper, Senior Technology Coordinator, Alzheimer’s Scotland
Together, we are stronger
Many thanks for this. We really enjoyed the day.The 'no pressure' format was great and the presentations, along with the hands-on sessions, very useful indeed.Also a good chance to share experiences with other attendees.I've already recommended the session to a relative in Inverness, if one becomes available there, and hope to arrange a fire safety inspection visit asap. Well done, everyone.
M a l c o l m a n d I m k e a r e t e s t i n g t h e O n e To u c h G P S .M a l c o l m a l r e a d y h a s a n e c h o w h i c h h e l p s h i m t o d o h i s e x e r c i s e s t w i c e a d a y. A l e x a a l s o t u r n s o n t h e l i g h t s , p l a y s m u s i c a n d a u d i o b o o k s a n d h e l p s h i m c a l l h i s d a u g h t e r i n G e r m a n y.
Scottish Technicians Forum UpdateMairi Morris, East Lothian Council
Joyce Wilson, Telecare Technician, East Lothian Council
Together, we are stronger
Scottish Telecare Technicians Forum
Mairi Morris, Telecare Development Officer
Joyce Wilson, Telecare Technician
Why necessary?
• Number of changes in particular– Analogue to Digital
• Technicians key in implementing changes
• No opportunities for Technicians/installers to meet and discuss common areas of practice
Scoping exercise
• Distributed email via STFG to determine level of interest
• Interest noted by 14 authorities
• ELC agreed to host first meeting – emphasis on Technician led
• First meeting would determine future Agenda items and which stakeholders to be invited to future meetings.
Planning
Consulted with those who had expressed an interest and agreed :
• to have quarterly meetings in November, February, May, August
• Opportunity to invite companies to showcase their products and deal with any technical queries.
• Meetings to be geographically spread to allow for maximum participation –
• Received several offers to host future meetings
• Prior to first meeting a questionnaire was distributed to provide an overview of each organisations service.
• TAG IP Standards were distributed for information
• Invitation to Possum to support event and give short presentation on technical aspects of their products
First Meeting
• Held on 14 Nov 2017 and it was attended by representatives from:
• Bon Accord Care (Aberdeen City)
• Edinburgh City Council
• Midlothian Council
• Moray Council
• SB Cares (Scottish Borders)
• West Lothian Council
What we discussed
• Role of the technician
• Installation of Equipment• Fault diagnosis• Programming • Allocating • Stock control• Admin
• Possum Representative
What we discussed• A2DT
• fears and anxieties – that foggy bridge again!
• Varying degree of knowledge available regarding future expectations
• Equipment Reviews
• Beneficial discussion on common equipment issues
• Sharing of best practice hints and tips
• Action plan for future meetings
Evaluation - Survey Monkey
What did you find most useful about the event?
• Exchange of information and the difference between councils
• All
• Gaining more understanding of how other services work to bring help and assistance to client's.
• Meeting others from different authorities and being able to discuss the issues we face carrying out our roles as Telecare Technicians.
• The opportunity to meet with others to discuss any issues and problem solve.
• chatting to other authorities and finding out we all do a similar thing but differently, it was really useful.
• The opportunity to meet and network with other Technicians
• Meeting with others in the same field and realising our problems are very similar. Just the fact this has taken place is a massive step forward.
• Finding out how other organisations ran their telecare. We all have similar problems and pitfalls.
• Great opportunity to liaise with others in the same field and share experiences.
Next Meeting
• Hosted by Bon Accord Care, Aberdeen on 8 February, 2018 and was attended by representatives from:
• Angus Council
• Dundee Council, and
• East Lothian Council
• Tunstall Representative invited
• Lead from each organisation to coordinate future meetings