Policy paper

Telecare stakeholder action plan: analogue to digital switchover, August 2023 update

Published 30 August 2023

This was published under the 2022 to 2024 Sunak Conservative government

Applies to England

Introduction

It is now just over 2 years until the analogue to digital phone switchover deadline. In anticipation of this, in December 2022 the Department of Health and Social Care (DHSC) published the Telecare stakeholder action plan, drawing on the report The digital shift and its impact on the telecare sector in England. That report was based on research commissioned by the DHSC from FarrPoint, a technology consultancy company working with the telecare and telecommunications sectors.

This report updates on progress on the actions highlighted in the action plan. It also provides a update on the ongoing work by the telecare and telecommunications sectors to reduce risks when switching over telecare users to digital telephone networks and to highlight future opportunities. This work is critical to ensure that telecare devices continue to work reliably on digital networks and that risks to people using telecare services are mitigated.

1. Summary 

It is important that action continues to be progressed to ensure risks are mitigated ahead of the December 2025 deadline for the telecommunications industry-led public switched telephone network (PSTN) switch-off. Since the publishing of the initial action plan, planning by telecare service providers has increased in adapting their services to digital. There remains, however, variation in the digital maturity of services, including the switching of alarm receiving centres (ARCs) and the availability of finance to upgrade or replace equipment. This is a particular issue in group or sheltered housing where telecare devices and wiring are typically older and more difficult to replace. While progress has been made under the actions in the action plan, timescales have been revised so that further progress can be tracked throughout 2023 and 2024. 

There has not, however, been the expected acceleration in the numbers of telecare users being migrated from the analogue PSTN to digital telephone networks, except where individuals have elected to do so, for example when updating their broadband package. More telecare users will now be switched over during 2024 and 2025 than was originally envisaged.   

Awareness has increased among telecare service providers about the digital phone switchover and the challenges related to it across the telecare sector, as evidenced by the Local Government Association (LGA) digital switch readiness survey of local authorities, published in March 2023. However, it is widely recognised that awareness among telecare service users is lower, although plans by BT to run a nation-wide awareness campaign for their customers will help considerably. It is thought that the majority of telecare users are BT customers. Other communications providers and telecare service providers are also increasing awareness of the digital phone switchover among telecare users and their families or caregivers.  

Progress is being made on agreeing a process for an on-the-day switchover of a telecare user when an engineer visits the person’s property. Communications providers can sign up to this by following the process detailed in section 8.  

There remains some uncertainty as to how reliably analogue alarms and other devices will work over digital telephone networks, although DHSC has funded a report by the TEC Services Association (TSA) to provide further insights, which will be published shortly. This information is necessary to help support the development of realistic and proportionate procurement plans to manage the switchover of telecare equipment locally. Telecare service providers will wish to, if they haven’t already:  

• talk to telephone providers to get up to date information about what the communication provider is planning in their area. Some TalkTalk and Sky customers for example use telephone technology that is not part of the PSTN switch-off and will not be switched to digital telephone networks by the end of 2025
• carry out an audit of their telecare devices to be clear on what devices need to be upgraded or replaced
• make plans and get ready for the digital phone switchover, prioritising their most vulnerable services users if necessary

It would be helpful if the telecare equipment supplier sector could provide more technical and operational advice on existing and new telecare devices, and more information on what purchasers need to consider in terms of cyber security requirements. Lead in times for procurement and supply of telecare devices appear to be getting shorter and more digital products are becoming available. 

If you have any information you wish to include in the next publication, which will be issued in November, please email [email protected].

2. Key updates so far in 2023  

BT customer migration update 

BT has confirmed that until March 2024 they won’t be switching over customers in bulk migrations to digital phone networks if they meet specific criteria. This includes being a telecare user where this is known by BT. This is a significant development as it provides for more time to mitigate the risks of the digital phone switchover for these telecare users. See section 7 for further information. 

Testing analogue devices on digital telephone networks

DHSC has worked with the TEC Services Authority (TSA) to collect, interpret and share the results of tests carried out on current analogue telecare devices working on digital telephone networks. The results will be published shortly. See section 10 for further information.

Local Government Authority digital switchover checklist  

A Digital switchover telecare checklist has been published on the LGA website. This was funded by DHSC and produced by FarrPoint. It provides an overview of some of the key tasks organisations responsible for commissioning or providing telecare should complete when assessing the impact of the digital phone switchover on their service. See section 9 for further information.

On-the-day process for when an engineer visits a property to carry out a switchover 

In late January, a statement of requirements was agreed between Openreach and the communications providers that are using its wholesale network. This is an important step in the process to allow Openreach to formally consider systems and process implications when establishing an on-the-day process for switching customers with telecare to digital phone lines. See section 8 for further information.  

Including telecare services when a care plan is reviewed 

A What Good Looks Like framework for adult social care and a Digital Skills Framework were published in May 2023. 

The What Good Looks Like framework aims to bring together the needs of local authorities and care providers into one guidance document which helps them to understand what they need to do to work well digitally.

The Adult Social Care Digital Skills Framework aims to support the development of digital skills across the adult social care workforce.

Both frameworks highlighted the importance of reviewing telecare services if they are included in a care plan. See Action 19 in the action tracker for further information. 

Adult Social Care Technology Fund 

The Adult Social Care Technology Fund can be bid against to support innovative telecare devices to bring increased benefits for service users and evaluate these outcomes in the financial year 2023 to 2024. The local integrated care system (ICS) is responsible for managing the funding and 20% of it is to be used for evaluation. See Action 6 in the action tracker for further information. 

3. Key things to look out for in the coming months  

LGA work on ARC readiness 

The LGA with DHSC support is preparing to gauge the readiness of ARCs in migrating from analogue to digital systems. Local authorities whose ARCs have already migrated are being asked to share their experiences as best practice. More information on this will be shared in the next action plan update. 

Communications 

BT is launching a nation-wide campaign to raise awareness about the digital phone switchover among the public. Information on additional campaigns and communications shared will be provided in the next action plan update. 

Data sharing agreements 

The larger communications providers are working with telecare providers, primarily local authorities, to identify their customers who are telecare users. Data sharing agreements are in the process of being established to allow for this information to be shared. However, local authorities should seek their own legal advice before sharing the telephone numbers of their service users with outside organisations. 

Finalisation of the on-the-day process for when an engineer visits a property of a telecare user to carry out a switchover  

This is subject to the trialling of the on-the-day process. Nonetheless, telecare service providers, are advised to have their contact details written on equipment in case they need to be contacted by the engineer completing a telecare user’s migration. Additionally, they will wish to have a contingency plan in place in case a service user’s device stops working when switched over.  

4. DHSC approach to the switchover  

DHSC (NHS England Transformation Directorate) is taking a pro-active approach to support stakeholders to help identify, co-ordinate and support necessary actions to mitigate risks for the telecare sector. In the action plan, DHSC set out for the first time in one document:

• what stakeholders are already doing
• what more they will want to consider doing to mitigate the risks of the digital phone switchover for telecare users
• how telecare service commissioners can develop the service transformation opportunities arising from the switchover

The action plan includes work by the LGA’s Digital Switchover Working Group, the TSA, UKTelehealthcare, Tech UK, the Housing Learning and Improvement Network (Housing LIN), the Office of the Telecommunications Adjudicator (OTA), the Department for Science Innovation and Technology (DSIT), Ofcom and BT. 

5. Why action is needed 

Openreach took the decision to retire the PSTN by December 2025, meaning that other communications providers who use the BT network, such as Virgin Media O2, must follow the same timescales. This involves switching to new digital networks using Voice over Internet Protocol (VoIP) technology which carries voice calls over an internet connection. The switch to VoIP raises issues for users of the telecare services run by local authorities, housing associations, the third sector, and commercial organisations. From September 2023, Openreach will enforce a national ‘stop sell’, meaning that no new PSTN connections can be ordered. The current Openreach stop sell exchange list is on the Openreach website.

Telecare services provide monitoring, protection, and support to people remotely, typically via a device connected to a telecommunications network. Telecare devices set off an alarm when the user needs assistance – for instance, if they have a fall. The alarm signal travels over the telephone network to an ARC, triggering a response from the ARC or the emergency services. An estimated 1.8 million people in the UK currently use telecare services. Of these, 1.3 million use alarms in their own homes and 0.5 million in a range of care homes, supported housing and sheltered living arrangements. 

The digital phone switchover means that traditional telephony devices, such as telephone handsets and telecare units that are currently connected to the analogue PSTN, will need to be reconnected to the digital network. Furthermore, some devices will need to be upgraded or replaced. 

Key considerations are that:  

• in all cases, existing PSTN-based equipment will require reconnecting
• existing telecare systems may not be compatible with digital telephone services due to the signalling protocol being used
• digital telephone services do not provide telephone line power, so power resilience if required for telecare devices must be provided by the telecare service provider

Telecare service users are at risk of being left unprotected unless their device:

• is already compatible with a digital network
• can be converted to work with a digital network
• is replaced by a new digital device

The transition to digital telephone networks will lay the foundations for a next generation of telecare services that will support more personalised and early preventive interventions. However, telecare is currently mainly provided through analogue equipment. The action plan seeks to encourage the telecare and telecommunications sectors to work together to mitigate risks and encourage understanding of the switchover and its implications and benefits. 

6. Key underlying work 

It is important that the telecare and telecommunications sectors do what is necessary to mitigate the risks associated with the switchover process. Section 7 looks at issues such as communication providers: 

• and telecare service providers wanting to explain the consequences of the switchover to service users clearly and in consistent language, so that they or their friends and family understand exactly what is happening
• needing to know who a telecare user is so they can ensure they take a different migration journey, meaning an engineer will visit the person’s property to undertake the switchover
• wanting to give telecare service providers information about planned network upgrades. There may be multiple telecare service providers covering an area, for example, provided at district and county council level, by housing providers, and by commercial suppliers that work across the country. Telecare service providers will want to act on information of migrations supplied by communications providers so they can migrate the user to a digital telecare device in advance of the switchover, or have a contingency plan if needed

The on the day switchover process (section 8) looks at how telecare service users can experience a smooth transition of their telecare services on their switchover day. This includes where an engineer acting on behalf of the communications provider is physically present to change over the telephone connection.

Telecare service providers will also wish to:  

• assess their telecare users’ analogue equipment for digital compatibility, contacting their equipment supplier for the latest verifiable information on reliability, and having a plan to react if a telecare service user’s equipment does not work reliably when switched over
• engage with telecare device suppliers providing information about the reliability of their analogue and digital products. The onus should be on equipment suppliers to help resolve issues where the devices they sell are subject to disruption, supporting their clients the telecare service providers and the TSA who are currently providing a limited helpdesk service

7. Approaches taken by communications providers 

DHSC has been engaging with the main communications providers to gather updates on the steps that are being taken to protect those with telecare devices during and after the digital phone switchover. We have encouraged telecare service providers to explain to their servicer users what the switchover means for them and to ask them to make their telephone provider aware that they use a telecare device.  

We also commissioned the TSA to collate ARC telephone numbers to which telecare devices make outbound calls. This information can then be used by communications providers to identify which customers may have telecare devices in their homes that operate over the phone line. The OTA distributed this information among communications providers. This did not involve sharing details of telecare service users with external organisations such as communication providers. If local authorities are sharing such information directly with communication providers, they should seek their own advice when doing so. They should also ensure their customers have a means to opt out of their telephone number being shared if they so wish.  

DSIT has been leading on monitoring the telecommunication’s industry’s progress and co-ordinating the cross-government response to the PSTN migration. DSIT has also made it clear to the main communications providers the importance of ensuring the safety and security of vulnerable customers, including telecare users, throughout the migration. DSIT meets regularly with the main communications providers to discuss their plans for migrating vulnerable customers. 

Updates on progress have been provided by BT, Virgin Media O2 and KCOM. We hope to feature updates from other communication providers in the next update.  

BT 

Pausing their customer switchover has enabled BT to take time to listen to their customers’ concerns and specific needs. BT has expanded their trial period and their rollout will restart on a region-by-region basis as they start to migrate 10 million customers.  

This regional approach will be supported by a multi-million pound advertising campaign delivered across local and regional media, to raise awareness and explain to customers the simple steps they can take to make the switch. Customers can now nominate a family member, friend or carer who will receive all the information about switching on their behalf. 

BT has confirmed that until March 2024, they won’t be switching over customers in bulk migrations who fall under any of the below criteria and where they have this information available, who: 

• have a healthcare pendant (telecare device)
• are over 70
• only use landlines
• have little or no mobile signal
• have disclosed any additional needs

BT is identifying vulnerable customers in various ways. BT acted on the ARCs telephone data to identify telecare users through the number matching process. They identified a large number of customers with telecare that would not otherwise have been flagged as such through their existing vulnerability indicators. BT is also seeking to agree data sharing agreements with local authorities so they can identify which telephone numbers of local authority telecare users are BT customers. BT customers have also been asked to self-identify as telecare users where possible. These individuals will be switched over between March 2024 and December 2025 unless they wish to switchover in advance of this. They will be offered an engineer supported installation, as well as various resilience solutions such as a battery back-up for telephones in the case of a power cut. For customers without a mobile, BT is developing a hybrid phone that can switch to a mobile network and has an in-built battery.   

New BT customers and existing customers purchasing upgrades are being switched over when their new equipment is installed. However, customers are being asked during this process whether they own a telecare device and are then categorised accordingly.   

Virgin Media O2 

Virgin Media O2 has ongoing work to decommission their old telephone exchanges (which they refer to as switches) and migrate residential customers. They are working on closing multiple exchanges at once and have dates by which they plan to have customers migrated from them. To meet those dates, customers are being migrated in batches to gradually reduce the number of landlines connected to an exchange. To get in touch with Virgin Media O2 to receive a searchable spreadsheet where you can see the postcodes belonging to each exchange and migration date, please email [email protected].

The Virgin Media O2 migration process is being undertaken in batches, however various customer cohorts will experience their switchover differently. These cohorts include: 

• standard customers: provided with 3 months’ notice but receive enhanced communications and handling. An engineer will visit these customers to ensure all equipment is running smoothly in relation to the migration, provided the customer can be contacted for a visit to be booked. Multiple communications and channels are used to maximise the ability to book visits
• vulnerable customers: provided with 3 months’ notice but also receive enhanced communications and handling, including an engineer visit
• telecare customers: will be identified either through ARC customer call records, data sharing agreements with local authorities, or self-identification. They will be provided with 6 months’ notice of their migration, to allow them time to speak with their telecare service providers and ensure that risks of equipment not working are mitigated. An engineer will also visit the homes of telecare customers to ensure their migration runs smoothly, provided the customer can be contacted for a visit to be booked. Multiple communications and channels are used to maximise the ability to book visits. Organisations can share their ARC numbers with Virgin Media O2 by emailing [email protected] or to request a copy of a data-sharing agreement to be used between Virgin Media and local authorities or other telecare organisations

Virgin Media O2 also provides customers with an emergency backup line to ensure voice calls to emergency services can continue in the event of a power cut or broadband network disruption. However, this does not support third-party devices and customers are advised to speak to their telecare device provider about obtaining a device that has a separate, dedicated back-up, such as its own battery and a SIM card. 

FarrPoint Consultancy Switch-Off Maps 

FarrPoint has published analogue switch-off maps, showing switch-off progress for Openreach and Virgin Media O2. The Openreach map can be used to see the estimated total number of premises affected by the switch-off in each location. The Virgin Media O2 map shows the dates by which customers in each postcode area will be switched over to digital lines. 

KCOM 

KCOM has begun the process of migrating its customers in the Hull area onto fibre voice services. More than 97% of KCOM’s network is already covered with full fibre which simplifies this process. Full migrations and will be undertaken on an exchange-by-exchange basis.  

KCOM has proactively contacted all customers that have been flagged as vulnerable to confirm their status. They have entered into data sharing agreements with local authorities and are using the ARC data as a further means of identifying customers using telecare devices. A partnership agreement has been signed with Age UK to work together to provide customers with support during the migration. KCOM is also working with a number of local groups and charities to ensure that customers are fully informed about what is happening and ensure that further support is provided to those customers who may need it. They have also undertaken local media campaigns to raise awareness. KCOM has used these local groups to review and feedback on communications. All vulnerable customers will receive an engineer visit to complete their migration. Battery back-up units will be provided to all vulnerable customers and KCOM will offer customers digital enhanced cordless telecommunications handsets and SIM free mobiles where required.   

Where customers have a telecare device, KCOM engineers will contact the ARC before and after migration to ensure awareness and to confirm the telecare device is working. KCOM has committed to providing local authorities with details of telecare customers who have been switched to allow them to check other devices attached to the telecare equipment.  

For further information about KCOM’s migration plan, please email: [email protected].

8. On-the-day process for when an engineer visits a property to carry out a switchover for a telecare user  

A statement of requirements was agreed between Openreach and the communications providers that are using its wholesale network in late January. This allows Openreach to formally consider the system and process proposed.   

The on the day process should cover all known telecare users that belong to the communications providers which rely on Openreach’s network to provide services to their customers. Openreach itself has some 30,000 engineers which means that processes must be repeatable, reliable and possible to evidence. 

The agreed on-the-day process is on the OTA website.

In summary, this voluntary process requests a test of the telecare device before and after the telephone line migration. During the initial test the Openreach engineer will request an alternative number to call, should the final test fail. Then, if there is any issue with the digital line or IP-Voice the services would be reverted back to analogue and the telecare alarm retested by Openreach before the engineer leaves the residential premises. If, however, the final test of the telecare alarm fails but both the digital line and IP-Voice tested fine, Openreach will inform the ARC that the device is faulty. The ARC could address this either by changing the protocol of the existing device or highlighting the issue to the telecare service provider to put in a contingency plan. There is a back-up EROC (Emergency Restoration of Copper) process that an ARC or telecare service provider could request of the communication provider if an issue cannot be addressed promptly, but this will take at least 24 hours to implement. 

The OTA, with TSA assistance, held a meeting with around 30 ARCs to test the process and collect feedback. Key areas of feedback related to Openreach only undertaking appointments on Monday to Friday and not touching digital or mobile equipment which is not connected to the PSTN. These requests were built into the specification. ARCs will not routinely have information on any users who are so vulnerable that the migration should not be currently undertaken by the engineer. Telecare service providers will wish to pass this information to their ARCs as communications providers and Openreach will not know this.    

Openreach have reviewed the statement of requirements provided by industry and fed back to their communications providers at the end of May regarding the impact on systems, processes and likely costs. There was agreement to proceed. Openreach is targeting systems and processes to be available during November, although this will remain subject to Openreach internal sign-off and governance processes. Communications providers need to also act although the OTA will seek to encourage them to do so, as far as possible, in parallel with Openreach. 

Once the details have been agreed the OTA will: 

• engage with the TSA regarding developing guidance for the ARCs
• engage with the fibre network providers who are deploying fibre broadband networks in parallel to Openreach, to advise on the process and request that they adopt the same approach as far as possible. Unlike Openreach and its linked communication providers, these fibre providers do not use common processes
• link with the updating of telecare information sheets (although it’s likely that it will be early 2024 before wide deployment as some level of testing or trialling might be advisable). The DHSC commissioned UKTelehealthcare and TEC Advisory to produce a range of information sheets targeted at different stakeholders to prevent unwanted telecare alarm disconnections during switchovers

DHSC and the LGA are planning to work with the telecare sector to issue a reminder to telecare service providers of the importance of ensuring their clients have contact information in the event of a problem with their equipment (preferably stuck to the device). This reminder will also outline why this is particularly important when their equipment is being switched over by an engineer. 

9. Support for local authorities 

Telecare is an intervention linked to the Care Act 2014 and the responsibilities of preventing, reducing or delaying the development of care and support needs or in meeting individual eligible needs for care and support. Where local authorities are commissioning telecare services, they will agree their own contracts in doing so, including how telecare devices should be maintained and their use reviewed. Local authorities make up 70% of telecare service providers. In making a funding case, local authorities will wish to highlight that the digital phone switchover will provide a basis for more personalised and preventive telecare services, and that telecare will continue to save the costs of care home provisions, hospital admissions and home care visits.   

From August to September 2022 the LGA supported the Local Government Digital Switchover Working Group in conducting a Digital Readiness Survey to gauge councils’ position on awareness, planning and implementation of the digital phone switchover. The survey results, based on 59 responses, were released in March. 

Some of the key findings included:  

• three-quarters (76%) of respondent organisations were fully aware of the impact of the digital phone switchover on telecare services and the remaining 24% had some awareness
• most respondents (90%) were confident about their council’s ability to manage the digital phone switchover with minimal impact on their telecare service and service users
• a fifth of respondents (22%) have a digital-ready solution in place for telecare and a third (32%) are in the process of putting one in place. A further 15% have a plan which they have not yet implemented, 20% have completed their early-stage planning while just 3% do not currently have a plan in place
• councils being concerned that there is a lack of information in relation to the digital phone switchover, particularly from telecare device suppliers. They also flagged up the potential for technology failure and supply chain issues

A digital switchover forum has also been established to allow local authorities to access shared resources, questions and answers (Q and As), and LGA Digital Switchover Working Group minutes. This is accessible to all local authorities upon LGA registration, and includes the following resources: 

• library of documents, tools and templates created by those across the industry, including communications providers
• relevant press releases
• case studies that are used to share good practice
• Q and A section for local authorities to ask each other questions

A Digital switchover telecare checklist has been published on the LGA website, and was funded by DHSC and produced by FarrPoint. This provides an overview of some of the key tasks organisations responsible for commissioning or providing telecare should complete when assessing the impact of the digital phone switchover on their service. The risk mitigation tasks it outlines are short term, tactical activities to try to keep the existing analogue telecare services operating reliably while they are still (by necessity) being used by councils. 

The LGA is being supported by DHSC during 2023 to 2024 and initially will issue bespoke communications for local authorities but not duplicate wider work targeted at the general public by BT and other communication providers. This will focus on re-highlighting the:  

• telecare local authority checklist
• toolkit for commissioners of telecare service providers
• TSA testing template

 Advice will also be provided on issues such as: 

• scam awareness (with DSIT)
• the sharing of telecare users’ telephone numbers with communication providers and safeguards that need to be taken into account when doing this

 Other work will include: 

• developing an advice template to help local authorities with their business planning for the digital phone switchover, working with the LGA Digital Switchover Working Group
• designing an approach to collect information on the number of local authorities who have upgraded their ARCs and how they did this, and compiling this information

10. Testing analogue telecare devices on digital telephone lines 

We are working with the TSA on collecting, interpreting and sharing the results of tests carried out on current analogue telecare devices working on digital telephone networks. This will help with putting realistic and proportionate procurement plans in place to manage the switchover locally and determine what devices may work less reliably on digital networks in the short term after switchover. A call to action letter sets out the background to this work. The results will be published shortly. This work is supported by the LGA, the Housing Learning and Improvement Network, TEC Cymru, the Digital Office for Scottish Local Government and Digital Health and Care Northern Ireland. 

11. Actions that care providers may want to take 

There are an estimated 0.5 million telecare devices in a range of care homes, supported housing and sheltered living arrangements. This includes 25,000 specialist housing developments with hardwired telecare systems, each contacting 30 homes on average.  

Care providers should discuss the digital phone switchover with their telephone provider to:  

• get details of when their telephone lines may be migrated (if they are still using a landline telephone-based system)
• alert them if they are not aware, if any form of analogue telecare support is operating in their sheltered or grouped housing, or care home

Care providers will also want to identify the equipment and systems they operate that are connected to a telephone line and discuss the switchover with their equipment providers or suppliers. In the case of telecare, care providers will want to ask if the current ARC has the capability to receive digital protocol telecare alarm calls. Care providers should consider doing this now to obtain new digital devices and have them installed within a reasonable timeframe.   

It is important that care providers are aware of the reduced longevity of the 3G and 2G mobile networks, which are expected to start being switched off from this year and 2033 respectively (as some digital telecare equipment can only use 2G and 3G connectivity). It is also important for care providers to ask about the digital transformation opportunities associated with the move to digital, so that they do not buy a like for like telecare solution at a higher cost.  

The services which care homes use in addition to telecare that could be impacted include:    

• CCTV: when CCTV cameras observe something unusual, a signal is sent through the PSTN network. The signal goes to a centre that receives and responds to similar home invasion threats but may not function as reliably when the telephone line is switched to digital
• security and burglar alarms: when existing burglar alarms are triggered there is a possibility they will not function as intended on digital lines
• fire alarms: when existing fire alarms are triggered there is a possibility they will not function as intended on digital lines
• lift lines: the emergency lines in lifts often rely on analogue telephone lines and may need replacing
• door entry systems: some buildings utilise the PSTN for this. Again, they may not function as intended on digital lines

12. Update on advances in telecare devices  

Several telecare suppliers have released new equipment over the last few months, with many more digital options now being available. UKTelehealthcare has compiled details on some of the devices that are available. Although DHSC cannot endorse particular devices, a link is provided to the UKTelehealthcare website so telecare service providers can view this material. Some of the telecare technologies and equipment available on digital lines includes:  

• fully digital dispersed alarms, compatible with both analogue and digital protocols, including the UK’s first interoperable alarm which works with a range of telecare peripherals such as pendants from other manufacturers
• cloud-based analogue to digital protocol converters enabling analogue equipment to be converted to use digital protocols
• digital mobile speakerphone pendants with GPS positioning and optional additional connections within the home
• digital wearable buttons with 2-way speech, also available on roaming SIM
• devices which remain permanently connected to mains power and a wifi internet connection but also offer full-battery backup and cellular failover (standby connection in case of network failure) in the event of power cuts or wifi outages
• ‘Get help’ and ‘I’m OK’ messaging to carers or relatives, either by SMS (text message) or direct digital connections to a digitally enabled ARC

Other telecare equipment available includes:  

• falls detection and tilt detection for slumping falls. Some of these have location technologies and the ability to raise an alarm when away from home
• the world’s first 5G Cat-M (a low-power wide-area network cellular technology) based mobile personal alarm
• multi-language support
• ‘No motion’ detectors which trigger an alarm when no movement has been detected for an extended period of time

Annex A: action tracker  

This action tracker is based on the support identified as required by the FarrPoint study report and developments since December 2022.  

Co-ordination

This section outlines actions by government and organisations that will benefit the telecare sector, with some actions also supporting telecommunications providers.

FarrPoint report action requirement 1

Provide a single point of contact that represents telecare services in England.

This could be a new approach or one that builds on existing arrangements.

Status

Complete.

The TSA continues to provide a common point of contact for many industry stakeholders from commissioners to service providers, manufacturers and ARCs. The LGA acts as a contact for local authorities and Housing LIN for housing associations. 

FarrPoint report action requirement 2

Provide a link between telecare and communications providers to: 

• highlight and resolve common issues
• improve and monitor communications providers’ processes for identifying and upgrading telecare users’ phone lines
• ensure that the process for flagging telecare users as vulnerable customers is understood and is implemented
• allow plans for the migration of service users to be communicated

Status

Ongoing.

The narrative sections 7 and 8 sets out the work that is taking place. This work will continue throughout 2023 and into early 2024.  

DHSC has also established a Telecare Action Plan Working Group, consisting of and providing a link between representatives from both the telecare and telecommunications sectors, including: the TSA, BT, the LGA, and TechUK. This group meets monthly to share experiences, updates and good practice in relation to the digital phone switchover, and to support each other in navigating this process. The group has supported the drafting of this update and will focus on this action as one of its priorities.   

FarrPoint report action requirement 3

Facilitate a multi-agency approach and collaboration with other areas of government or other public bodies. 

The task would require existing and potential new collaboration and good practice to be identified or developed and shared with telecare stakeholders. For example, health and care integration, or potentially linking with fire services to identify vulnerable people and install smoke detectors.

Status

Ongoing.

An initial example of this is work between the TSA and emergency services stakeholder groups which is to develop operational guidance on the interactions between ARCs and emergency services. Through the NHS 999 Project, work is being done to establish a decision support tool and procedures for TEC (technology-enabled care) providers to make appropriate referrals into other NHS services to reduce the burden on ambulance services. This works to adapt the processes through which ARCs and emergency services work together to provide support for telecare users. 

Details of other work will be provided for the next update.  

FarrPoint report action requirement 4

Link to other programmes of work that are looking to address the digital phone switchover more widely. 

Examples include the existing DSIT and LGA digital switchover programmes, and the work completed by some housing providers to identify systems (other than telecare) that are impacted by the digital switchover. For example, retrofitting their stock, digital inclusion in their new housing to Technology for our Ageing Population: Panel for Innovation (TAPPI) design principles, and digital application in construction, manufacturing processes and building management systems, including energy performance.

Status

Ongoing.

As the department responsible for co-ordinating the government’s response to the PSTN migration, DSIT is monitoring cross-Whitehall readiness of the migration through regular surveys and roundtable meetings. These regular meetings provide an opportunity for officials to raise issues. DSIT officials are also working closely with industry, Ofcom and DSHC to raise awareness of the digital phone switchover more broadly.  

DSIT is also monitoring the planned future 2G and 3G switch-offs. DSIT officials are working to feed in issues from this planned switch-off into the digital phone switchover, for example by warning about the risks involved with relying on 3G-enabled devices for resilience. 

This work will continue throughout 2023.  

FarrPoint report action requirement 5

Liaise with telecare service providers to understand progress and plans for the digital switchover, and to use this to provide an updated national picture.

The update frequency for the national picture will be determined by the pace of the response to the digital switchover.

Status

Ongoing.

From August to September 2022 the LGA supported the LGA Digital Switchover Working Group in conducting a Digital Readiness Survey to gauge councils’ position on awareness, planning and implementation of the digital phone switchover. The survey results, based on 59 responses, were released in March and are discussed in section 9. 

Other relevant surveys will be reported on by the end of 2023.  

FarrPoint report action requirement 6

Highlight funding opportunities available to telecare service providers and, potentially, suppliers.

Status

Ongoing.

The Adult Social Care Technology Fund is a recent example of funding which could be accessed for telecare innovation and is open to bids from all Care Quality Commission (CQC)-registered adult social care providers, local authorities and integrated care services.    

The fund aims to provide funding for implementation and evaluation of digital care technology, other than digital social care records, to help build a strong evidence base of their impact on people’s care. Care technologies can be used by an individual, their carer or care provider to support quality of life and the provision of high quality, safe and personalised care. They include specialist solutions to support delivery of care, technologies for care providers to facilitate care, and consumer devices, smart home technologies or telecare that can help an individual live more independently. This fund can be used by local authorities towards the provision of telecare services. 

Expressions of interest are submitted in the first instance and selected projects will be supported to move to a full proposal. The allocated funding needs to cover the costs of local evaluation and benefits mapping, likely to represent at least 20% of the total funding request. Bids will be assessed at set review points, but can be submitted throughout the year. The next deadline for submitting expressions of interest is 20 September. 

For any enquiries about the fund, please email [email protected].

See more fund information on the Digital Social Care website.  

We will communicate further funding opportunities throughout 2023 and 2024.  

Communications

This section focuses on improving communications.

FarrPoint report action requirement 7

Agree consistent terminology for telecare and the digital switchover that is then used by all stakeholders.

Status

Complete.

There is growing support to use the term ‘digital phone switchover’ for the migration and DHSC officials support the use of that wording.   

The TSA published a glossary of terms (pages 18 to 19) in November 2021. This has since been updated in accordance with the latest guidance on digital social care.

DHSC has prepared an amalgamated glossary for this update. Please see Annex B. 

FarrPoint report action requirement 8

Increase awareness of the digital switchover among telecare service users and the public.

Status

Ongoing.

DSIT, with the support of Ofcom, is regularly engaging with communication providers and has encouraged them to share their current plans for engaging with vulnerable customers, especially telecare users, where possible. In response, communications providers have increased and refined the consumer-facing communications, particularly with regards to vulnerable customers. They will also be sharing best practice and discuss how best to raise awareness in the DHSC working group. 

As the largest communication provider, BT is launching an awareness campaign in the summer of 2023. This aims to increase knowledge of the digital phone switchover among the public, and will take place in various forms, such as social media, advertising in town halls, and high street stands. 

The Association of Directors of Adult Social Services (ADASS) in the West Midlands has developed a communication plan to assist council across the country to inform service users about the switchover.   

TechUK is working with communications providers to raise awareness of the digital phone switchover and its impacts on various sectors, including telecare. A series of briefings are being held, with health-focused and local-authority focused sessions due to take place later this year. This will include seeing how the situation has evolved one year on from a telecare focused event in November 2022 and one on the OTA on the day switchover process once this is agreed. TechUK will continue to work with the Greater Manchester Combined Authority and is looking to reach out to other combined authorities and local authorities. 

Awareness work will continue throughout 2023 but there will be no national government-funded campaign on the digital telephone phone switchover. 

FarrPoint report action requirement 9: identify telecare service providers and contacts

This will provide a more complete list of telecare providers in England, allowing a more comprehensive baseline of readiness for the digital switchover to be produced, and offering a route for providing advice and support to all telecare service providers.

Status

Complete.

The TSA has published a publicly available search engine which can be used to identify telecare or telehealth services.

UKTelehealthcare has also published a list of some local telecare providers.

The LGA has regional representatives across England who are in communication and share information with the local authorities within their region.  

Housing LIN has details of housing associations who provide telecare services.  

FarrPoint report action requirement 10

Provide a glossary of digital telecare terms. 

Status

Complete.

See action 7.

Good practice and guidance on technical issues

This section is focused on supporting telecare equipment suppliers, ARCs and telecare service providers.

FarrPoint report action requirement 11

Provide authoritative and unbiased technical and operational guidance.

Examples of required guidance are as follows:

1. Whether analogue adaptors are an appropriate long-term solution for telecare services.
2. Whether it is appropriate to continue purchasing or installing analogue alarm devices.
3. Describing the risks associated with not adapting telecare services to the digital switchover, including guidance for senior management.
4. Providing risk assessment tools to allow telecare service providers to understand and quantify the risks associated with the options available.
5. Providing advice on contingency planning or risk mitigation for telecare service providers that are unable to complete the switchover prior to 2025.
6. The operational impact of digital telecare services, including the impact on call volumes, and how providers should monitor and respond to the additional information on system health provided by digital solutions.
7. Details of the common challenges faced during the switchover to digital and how to evaluate or address them.
8. Cyber security and data protection advice.
9. Procurement or commissioning advice and templates.
10. Digital telecare readiness assessment tools.
11. A ‘fact checking’ service allowing providers to validate information offered to them.
12. Training materials for staff.

Status

Ongoing.

Since December 2022, the TSA has published further guidance on their website, most of which is linked to testing analogue telecare devices working on digital telephone lines. 

This includes:  

• a blog about analogue over digital testing including link to test results – December 2022
• analogue over digital testing and installation guidance – January 2023
• a matrix to enable service providers to record test output consistently – January 2023
• Digital Social Alarm Protocol guidance to promote interoperability between alarms and platforms across multiple manufacturers – March 2023

FarrPoint report action requirement 12

Support development of definitions and standards for telecare. Examples include:

• definition of a reliable telecare connection, how this should be tested and the evidence that should be provided to customers
• standards to improve interoperability between telecare devices or systems, including peripherals and device management platforms
• data standards to improve system interoperability, including with other health and social care systems, and to promote better use of telecare data

Status

Ongoing.

For some time now BT, Openreach, TalkTalk, Virgin and KCOM have made test laboratories available to both suppliers and providers to test alarm base units over various networks through to various ARC’s and record the results of these tests. This has helped to produce the report outlined in section 10 of this publication. The results will be published shortly. 

There seems to have been a recent improvement in adoption of the existing standards in the industry, meaning more suppliers are supporting TSS0134-9 and BS8521-2. Guidance on BS8521-2 is in the process of being developed and is expected to be published towards the end of 2023. 

A number of suppliers are now claiming that their home hubs or base units will work with some other supplier’s peripherals. Evidence should be requested if devices are being purchased on this basis. Equally as important is that there should be a solid understanding in the industry of the digital telecare protocols being employed by various ARC suppliers and how these may affect the procurement decisions regarding the purchase of base units and home hubs. To help with this, UKTelehealthcare hosted a webinar on the subject of telecare protocols as part of a series of virtual workshops. Please see the UKTelehealthcare website to access various webinar recordings.

Interoperability between suppliers’ telecare protocols and the interfaces to share data with social care, primary care and secondary care record systems will be paramount in all future development of digital ARC software including both cloud-based, and AI based systems.   

Progress will continue to be reported through 2023.

FarrPoint report action requirement 13

Use a collective voice to influence telecare suppliers to resolve issues telecare service providers are experiencing, including:

• maturity of the market and digital processes
• solutions and equipment not operating as advertised
• interoperability issues
• supplier lock-in
• cost
• equipment availability and lead-in times

Status

Ongoing.

Organisations seeking evidence of Quality, Safety, Innovation and Continuous Improvement should ask organisations providing TEC products and services if they have signed up to the Quality Standards Framework (QSF). This is a scheme run by TEC Quality (a subsidiary of the TSA) and the only UKAS accredited scheme for technology enabled care in the UK. The QSF is a certification for telecare services, auditing various areas such as: user experience, user safety, effectiveness of service, information governance, business continuity, and performance management. Issues can be reported to the TSA under the QSF. 

The TSA is also working closely with telecare suppliers to mitigate risks associated with the digital phone switchover. Webinars and Q and A sessions have been held to provide telecare and communications providers with opportunities to ask suppliers questions and provide feedback or suggestions on their digital phone switchover-related processes.  

The TSA has also uploaded a webinar recording on ‘Working together on the Digital Switchover’. 

This action will be ongoing during 2023.  

FarrPoint report action requirement 14

Identify and share good practice. Stakeholder interviews completed for the FarrPoint study highlighted some initial good practice that can be used to support this activity.

Status

Ongoing.

The LGA’s Digital Switchover Telecare Checklist sets out good practice for telecare providers and commissioners. The LGA is also supporting the transformation of local authority services through the Local Government Digital Switchover Working Group with a key focus on sharing telecare good practice, guidance and case studies that showcase the opportunities of digital transformation.  

Wakefield District Council: case study  

Like some local authorities, Wakefield District Council initially struggled with working through information on the digital phone switchover, and obtaining reliable data which would enable a more informed decision. 

In looking to devise an implementation plan for the switchover, the council considered numerous factors but the end of 2025 timescale was seen as a critical one. The council’s initial focus was around the researching of suitable appropriate telecare internet protocol units to replace their current analogue ones. 

Working with the TSA enabled the council to identify what the ideal compliant IP unit was for them. With the forthcoming sunsetting of the 3G and eventually the 2G networks, Wakefield also decided to look at future proofing through SIM based technology from the outset. This meant using a machine to machine, non-steered, full roaming SIM based telecare device. In addition, Wakefield looked at safeguarding vulnerable service users by avoiding a ‘single point of failure’ within the system, therefore deciding on an IP unit with both ethernet and SIM capability. This unit would work with the existing analogue ARC and its digital equivalent. This would ensure compatibility when the platform is updated. Focussing on the identification of an appropriate IP unit was, in part, influenced by the potential of possible supply issues closer to the 2025 deadline. 

Wakefield Council is a member of the Northern TEC forum, which is a bi-monthly meeting of 9 Yorkshire based councils where TEC representatives discuss challenges, ideas and best practice. The digital telephone migration is a key theme, and this forum provided an invaluable source of information. Discussions at the forum prompted conversations with the major communication providers to determine their switchover rollout schedules. These conversations were critical in helping Wakefield understand the possible impact on service users, the rollout timings, what needed to happen ‘on the day’ of migration, and consideration on budget and timings.   

Whilst these conversations were in progress, the commissioned monitoring, responder, and installation service (Wakefield District Housing Carelink), were hugely supportive in collating which communication providers provided telephone services for all Wakefield’s telecare service users. This allowed the IP migration to be planned, allowing Wakefield Council to determine how many IP units and SIMs were needed to be purchased during this and coming financial years, and to manage the cost impact. 

Wakefield Council is collaborating with Wakefield District Housing Carelink service to create a communication strategy which will inform each service user of the switchover. Telecare devices have been secured to migrate service users in line with the planned rollout provided by the communication providers. Where the communication provider’s plans are unknown, the migration plan will prioritise these to switch to a compliant IP unit. 

Wakefield Council contact details: 

Neil Secretan 
Assistive Technology Development Manager 
07710 186413 
www.wakefield.gov.uk 

Orbit Housing Association: case study 

Over the last 3 years Orbit has been working to develop their support to their customers by adapting and using new technologies to enable older people to live independently and safely, and to be able to maintain their engagement with their local communities. 

Orbit has seen the switchover as a real opportunity to deliver a modern and effective service, working with their equipment supplier Appello. They have already replaced the old analogue warden call systems in 19 of their retirement housing schemes with a digital system and introducing many residents to tablet technology for the first time. Safety has been a main concern, installing an easy-to-use system that significantly improves the connectivity for people in their own homes. Having multiple calls going through at once, with immediate connections, ensures residents know they can get help quickly and with better quality sound on the calls. 

Some of the best outcomes have come through the additional benefits derived from the system. During the COVID-19 pandemic lockdowns, the ability to make video calls between apartments helped people to maintain friendships and make new connections with other residents, keeping the sense of community despite physically being a part due to the restrictions in place. At every scheme using the system people are making more social calls to each other and taking advantage of the different services provided. The next step is to add in their online portal so people can use the warden call tablet to access their rent account, book a repair or contact Orbit central services. 

In addition to the service improvements, the data generated is being used more effectively. In autumn 2023, a research project by the University of Sussex and Appello will begin into the environmental and social impact of digital technologies. Once this has started, the plan is to then use other assistive technologies to build the service offer and provide greater support to people living in Orbit properties to help them maintain their independence.  

TAPPI (Technology for our Ageing Population: Panel for Innovation) is an important place to share learning and experience in using technology. It helps to create a framework that all housing providers can engage with and help to build effective services using new technologies that have demonstrable impacts on the lives of older people. More details of the Orbit case study can be found on page 53 of the Housing LIN advice for housing providers report.

Business case and strategy – transforming telecare services

This section supports local authority telecare service providers to transform their services.

FarrPoint report action requirement 15

Emphasise the opportunities associated with the digital switchover.

Status

Ongoing.

The LGA is supporting the transformation of local authority services through its Local Government Digital Switchover Working Group with a key focus on telecare good practice, guidance and case studies that showcase the opportunities of digital transformation.  

DHSC propose to work with the LGA on this later in 2023.  

FarrPoint report action requirement 16

Develop business case templates for the move to digital telecare.

Status

Ongoing.

Templates are required for like for like transition to digital and for a wider service transformation, to ensure that the impact telecare has or could have on reducing pressure on other elements of health and care are considered and quantified. These business cases will also assist telecare service providers in securing funding internally or from integration partners.   

The DHSC is working with the LGA with the aim of developing a template later this year.  

FarrPoint report action requirement 17

Promote service transformation and develop strategy.

Stakeholders highlighted the need for a champion for service transformation to:

• demonstrate the benefits of transforming telecare services, including a move towards proactive, preventative and personalised care
• demonstrate how wider use of technology – including consumer technology – can improve telecare services
• demonstrate how better use of data can improve telecare services
• promote closer working between telecare and other areas of health and social care
• collect, collate and quantify the benefits that service transformation offers to service users, service providers, the wider health and care system, and society

Status

Ongoing.

DHSC has started to address this in various ways in its policy role for health and social care digital integration and has published the Next Steps to put People at the Heart of Care. This followed on from the government’s white paper on social care reform, which gave a commitment to launch a scheme to use promising care technologies to help people live independently in their own homes for longer.  

To offer local systems increased flexibility over the outcomes and technologies they prioritise, DHSC are enabling ICSs to have greater choice in identifying the right digital technologies for people drawing on their care and support services. This is being done through the supporting of local systems to test and adopt care technologies that address local priorities, providing implementation and evaluation support to develop an evidence base to scale technologies where there are proven benefits. Digital technologies include specialist solutions to support delivery of care, technologies for providers to facilitate care, and consumer devices, smart home technologies or telecare that can help people live more independently. 

This work will continue throughout 2023.  

FarrPoint report action requirement 18

Provide cost models to support providers planning the move to digital, including wider service transformation.

Status

Ongoing.

The Digital Office for Scottish Local Government is developing a resource on the benefits and socio-economic impact of telecare.   

DHSC hopes to support this work during 2023.  

FarrPoint report action requirement 19

Promote telecare more broadly.

Telecare service providers highlighted that the profile of telecare services can be relatively low, meaning that potential service users and other health and care professionals are not aware of the benefits that services can offer.

Status

Ongoing.

DHSC is acting on initial opportunities to highlight telecare. A What Good Looks Like framework for adult social care has been published. This framework has been developed as part of NHS England and the Department of Health and Social Care’s guidance to support health and care organisations with digitisation. The framework aims to bring together the needs of local authorities and care providers into one coherent guidance document which helps them to understand what they need to do to work well digitally. Within this publication we are reminding local authorities to consider, or re-examine alongside other interventions, the role that technology enabled care can provide in maintaining independence of people in their own homes as care needs are reviewed. This is also a reminder of how other preventative devices may need to be linked in, such as a compatible smoke detector where a person has deteriorating mobility and there is an increased fire risk. 

DHSC also issued an updated Adult Social Care Digital Skills Framework to help support the development of digital skills across the adult social care workforce. It can be used by social care employers to help with planning staff training, or by individuals for their personal development. The updated framework will support social care workers to understand the importance of and develop the skills to regularly review how technology is used to support care within people’s care plans. 

Further opportunities to promote telecare will be investigated by DHSC during 2023.  

Annex B: glossary of terms

Alarm receiving centre (ARC) 

The name given to the contact centres where operators accept emergency calls from Telecare devices. 

Analogue devices 

These are alarm units that transmit non-digital alarm signals. 

Analogue terminal adaptor (ATA) 

This is a small connector which allows analogue telecare alarms to be plugged into a digital router. In some cases, the router will have an ATA built in.  

Alarm call failure 

When an alarm unit fails to connect to the ARC. The unit would normally redial to attempt the connection again.  

All IP 

The term given to the programme to migrate communications networks and social alarms from analogue to digital. 

Battery backup 

A solution which provides electricity to device(s) connected to it in the event of a mains power failure. 

Broadband 

A service or connection generally defined as being ‘always on’ and providing a bandwidth greater than narrowband.  

Communications providers 

These are telecommunications companies such as BT, Virgin, Talk Talk, Sky, KCOM and so on, that are responsible for providing a telecommunications service to personal and business customers in the UK. 

Digital networks 

These are the telecommunications networks owned by BT, Virgin, KCOM and so on, that have been built to convey digital voice and data. 

Digital transition 

This refers to the period of time between circa 2017 and 2025 when it is expected that all analogue telecommunications networks in the UK will be replaced with digital networks by communications providers. 

Dispersed alarms 

Social alarms that are installed in individual’s homes. 

Fibre to the curb (FTTC) 

A mix of optical fibre to the street cabinet linked to copper wire into the home or business premises. Lower internet speed than FTTP. 

Grouped scheme 

Social alarms installed in individual homes within a grouped living property. 

Hosted 

The term used to describe a deployment of a service where all of the infrastructure required to operate the service (such as network, wiring, database, servers, telephony integration, security and so on) is located in a secure datacentre. 

Hub 

Hardware that connects devices on a home automation network and controls communications among them. 

Hybrid devices 

Alarm units that are capable of transmitting wither analogue or digital protocols. 

Integration 

The term for how platforms and systems can operate as a seamless process for a user. 

Internet 

A global network of networks, using a common set of standards (such as internet protocol), accessed by users with a computer via a service provider. 

Interoperability 

The term used to describe the ability of products and solutions created by different manufacturers to link together to share data and insights. 

IP 

Internet protocol. The packet data protocol used for routing and carrying messages across the internet and similar networks. 

Integrated services digital network (ISDN) 

Despite the name, this is an analogue network operated by Openreach, Virgin Media and KCOM that is due to be phased out by December 2025 at the latest. 

Internet service provider (ISP) 

The packet data protocol used for routing and carrying messages across the internet and similar networks.  

Legacy 

This is a loose term for products or services which are no longer sold but are present in the marketplace. 

Life-critical alerts 

Emergency alerts that are linked to potentially serious, life-threatening situations (such as smoke detectors, fire detectors, fall detectors). 

Mains power failure 

The primary electricity supply to a property is not active. 

Network operators 

These are the organisations that own the communications infrastructure (such as Openreach and Virgin). 

Open protocols 

Analogue and/or digital signalling that is interoperable between different platforms and devices. 

Peripherals 

Analogue or digital devices that are linked to a hub (such as fall detectors, smoke detectors and so on). 

Proprietary protocols 

Analogue and/or digital signalling that is restricted to devices and platforms from a single manufacturer and their authorised partner solutions. 

Public switched telephone network (PSTN) 

The name given to the traditional analogue telephony network in the UK operated by Openreach, Virgin Media and KCOM. To be phased out by December 2025 at the latest. 

Router 

A box that plugs into a telephone socket which relays connections to and from the Internet and creates a wireless computer network, linking all your computers together. 

Session initiation protocol (SIP) 

The generic name given to the new digital networks in the UK which will replace PSTN/ISDN and are operated by Openreach, Virgin Media and KCOM plus other smaller network operators.  

Social alarm 

The term given to devices that are installed in individual homes or grouped dwellings that enable individuals to call for help in urgent situations. Social alarms must meet industry specifications approved by British Standards.  

The description given to an alarm unit which communicates in analogue and/or digital social alarm protocols.  

Technology-enabled care (TEC) 

This refers to the industry that connects around 1.8 million vulnerable people in the UK to an operator automatically when an alarm is raised by their device. 

Telecare 

Technology which automatically connects vulnerable people’s voice and/or data to operators at ARCs. 

Telephone exchanges 

Buildings owned by communications network providers to connect local properties to the UK telephone network. 

Testing centres 

Locations around the UK where manufacturers and service providers can test analogue and digital equipment with new digital communications networks. 

Tones 

Audible sounds that enable an analogue social alarm to communicate a message to an ARC so that the operator knows where the alarm is located and what the cause of the alarm is.  

Virtualisation 

The process of replacing on-premise computer hardware with cloud-based computer software. 

VoIP 

Voice over internet protocol. A technology that allows users to send calls using internet protocol, using either the public internet or private IP networks. 

This glossary was produced through the amalgamation of TSA and other material.