GLOSSARY OF TERMS

Our telecare glossary provides a full section of different terms and definitions from the telecare industry. The aim of this resource is to help our stakeholders to understand the various terminology used in the telecare industry and across our wide range of documentation published through our Digital Telecare Playbook. This is useful if you are unsure of something you have heard of when engaging with our team, reading our documentation or attending our events.

AES-128
AES-128 is a data encryption standard. AES-128 is included in the TS50134-9 (Cenelec) telecare protocol as a way of securing telecare data when carried over a public network.

The 128 defines the size in bits of the encryption key to be used. Further information is contained in the Playbook’s “Digital Telecare Protocols” document.


Alarm Device
The telecare alarm device located in a service user’s home or home-like setting.


APN
Access Point Name. A means of separating data traffic on mobile networks. An organisation’s data traffic can be kept within a dedicated APN to keep it separate from other data traffic on the mobile network, for example, other users’ Internet browsing.

Telecare Alarm Devices that use mobile network connections often use a dedicated APN in order to ensure separation of data traffic from other mobile network users.


ARC
Alarm Receiving Centre. The term can refer both to the location where telecare calls are answered, and the system on which calls are answered (for example Jontek Answerlink, Tunstall PNC, Enovation Umo, etc).


ATA
Analogue Terminal Adaptor. A device for connecting traditional analogue devices to a digital telephone system or a voice over IP telephony network.

ATAs can be integrated into internet routers, allowing analogue devices to be plugged into the router, or provided as a standalone device. Further information is contained in the Playbook’s “Analogue Telecare in a Digital World” document.


BS8521-2
A digital grouped scheme signalling protocol. Also known as NowIP. Further information is contained in the Playbook’s “Digital Telecare Protocols” document.


BSI
British Standards Institute


CAT-M
A standard used by cellular operators to target Internet of Things (IoT) markets which will form the key part of the 5G IoT offering from cellular providers. It differs from cellular standards in that it has better power efficiency and a lighter protocol suitable for IoT applications. The standard is still relatively new and one which networks are currently rolling out worldwide. Further information is contained in the Playbook’s “Future Communications November 2020” document.


CENELEC
European Committee for Electrotechnical Standardisation. The European body responsible for the development of the TS50134-9 digital alarm protocol. 


CLI
Calling Line Identifier. The technology that allows the phone number associated with an incoming call to be displayed. Within telecare this is often used by the Alarm Receiving Centre to identify the alarm device associated with an incoming alarm call.


Cloud Deployment
A digital system or solution that is located in either a telecare supplier’s or cloud provider’s data centre. Further information is contained in the Playbook’s “Overview of Cloud ARC Solutions” document.


COPD
Chronic Obstructive Pulmonary Disease.


COSLA
Convention Of Scottish Local Authorities. The national association of Scottish councils.


CVE
Common Vulnerabilities and Exposures. CVE is used as part of penetration testing to identify known cyber security vulnerabilities. Further information is contained in the Playbook’s “Security Assurance: Penetration Test Guidance for Telecare” document.


CVSS
Common Vulnerability Scoring System. CVSS is used as part of penetration testing, providing an open framework for evaluating and communicating the severity of any identified cyber security vulnerabilities. Further information is contained in the Playbook’s “Security Assurance: Penetration Test Guidance for Telecare” document.


DDoS
Distributed Denial of Service. A DDoS attack is a form of cyber-attack which attempts to make a digital service unavailable by overwhelming it with data traffic from multiple sources.

DDoS protection is one of the factors examined as part of the Digital Office’s Assessed Supplier Scheme. Further information is contained in the Playbook’s “Assessed Supplier List - Digital Telecare for Scottish Local Government” document.


Dispersed Alarm Unit

A telecare alarm installed in someone’s home, or a home-like setting.


DMP
Device Management Platform. A facility to monitor, manage and configure telecare alarm devices. Typically, each alarm manufacturer has a Device Management Platform specific to their alarm devices.


DMZ
Demilitarized Zone. A part of a computer network that is separated from the rest of the networks. Typically, a DMZ will be used as an area to host or provide access to semi-trusted or non-trusted devices.

In digital telecare, a DMZ may be used as part of the security controls put in place to protect the ARC from alarm devices which connect over the Internet.


DPIA

Data Protection Impact Assessment. A process to identify and manage the data protection risks associated with a project or change. Further details are on the Information Commissioners’ Office website: https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/accountability-and-governance/data-protection-impact-assessments/ Telecare specific information is contained in the Playbook’s “Data Protection Impact Assessment (DPIA)” document.


DR
Disaster Recovery. Arrangements put in place to ensure the continued operation of a service or solution.

In telecare, Disaster Recovery arrangements often include providing alternative office locations and equipment to ensure alarm calls can continue to be answered in the event of the primary facilities becoming unavailable or inoperable.


DSL

Digital Subscriber Line. A family of technology standards that provide broadband services over phone lines.

DT
Digital Telecare programme. 


DTMF

Dual Tone Multi-Frequency. A signalling approach that sends messages as a series of combined audible frequencies (tones) over a telephone connection. The signalling protocols used by analogue telecare devices use DTMF (or a variant of them, such as STMF) to send messages between the alarm device and ARC.

DTMF does not run reliably over digital telephone lines.

Telecare specific information is contained in the Playbook’s “Failed Calls Data Guidance” document.


DTS
Distributor Take-back Scheme. A scheme retailers can join to manage WEEE (see definition below) waste and avoid setting up their own take back service. Telecare specific information is contained in the Playbook’s “Decommissioning of Telecare Equipment” document.


EEA
European Economic Area.


ERP
European Recycling Platform. Telecare specific information is contained in the Playbook’s “Decommissioning of Telecare Equipment” document.


ESN
Emergency Services Network. The government’s chosen option to replace the Emergency Services’ existing radio solution (Airwave) which provides communications between control rooms and the field.

The improvements in mobile telephone coverage as a result of the ESN rollout will also benefit other applications that rely on the cellular networks, including digital telecare.


FBC
Full Business Case.


GCSX
Government Connect Secure Extranet. A secure WAN that allows public-sector organisations to share data securely.


GDPR
General Data Protection Regulation. The legislation that defines data protection and privacy in the UK and EU.


GPS
Global Positioning System.


Grouped Scheme Alarm
A telecare alarm installed in a shared housing facility, such as a care home or sheltered housing. A grouped scheme alarm will provide telecare services to all users in the facility, as opposed to a dispersed alarm, which provides services only to a single home/ residence.


GSM
Global System for Mobile Communications. A standard used to describe the protocols used by cellular mobile devices and networks.


HSCP
Health and Social Care Partnerships. The organisations formed as part of the integration Health Boards and Councils in Scotland.


HTTP
Hypertext Transfer Protocol. An Internet protocol used to control data transfer to and from a server. Typically, this is used to obtain the content required to display webpages on a web browser.


IAT
Internal Acceptance Testing. Testing of a solution (for example a new digital telecare solution) that is completed using staff rather than ‘real’ service users. IAT is completed to ensure a solution is operating to acceptable levels prior to it being tested with service users (see also UAT). Telecare specific information is contained in the Playbook’s “A Guide to Planning for IAT and UAT” document.


ICO
Information Commissioner’s Office. The UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.


IGU
Information Governance Unit.


IoT
Internet of Things. Devices, such as sensors and smart devices, that connect to the Internet to exchange data.


IP
Internet Protocol. The protocol used to send digital data over a computer network.

Digital telecare devices use Internet Protocol to communicate between alarm devices and the ARC.

Note that despite its name, Internet Protocol is used to send data over any computer network, not just the Internet (i.e. also including the private networks used by some organisations).


IPACS
A digital grouped scheme signalling protocol. IPACS is a Tunstall proprietary protocol, rather than an open standard.


ISD
NHS Information Services Division. ISD Scotland provide health information, health intelligence, statistical services and advice that support the NHS in progressing quality improvement.


ISDN
Integrated Services Digital Network. An international standard for end-to-end digital transmission of voice, data, and signalling.

In telecare, ISDN services are often used to provide the telephone connection to Alarm Receiving Centres.

Confusingly, although the definition of ISDN includes the word “digital” the service does not use Internet Protocol and so is being replaced as part of the process of upgrading the UK to digital (IP) phone lines.

ISDN services are being discontinued as part of the upgrade to digital phone lines and so must be replaced. This is usually with SIP services (see definition below).


ISMS

Information Security Management System. A set of policies and procedures for systematically managing an organisation's sensitive data.

Telecare Supplier ISMS’s are examined as part of the Digital Office’s Assessed Supplier Scheme. Further information is contained in the Playbook’s “Assessed Supplier List - Supplier Security Questionnaire” document.


ISO 14001
The international standard that sets out the criteria for an environmental management system.


ISO 18001
The international standard for health and safety management systems.


ISO 27001
The international standard for information security.


ISO 9001
The international standard for quality management.


IT / ICT
Information Technology / Information and Communications Technology.


ITIL
Information Technology Infrastructure Library. A library of best practices for managing IT services and improving IT support and service levels. https://www.axelos.com/best-practice-solutions/itil.

ITIL processes can be used to help manage digital telecare solutions, and the supporting IT infrastructure. Further information is contained in the Playbook’s “Technology Service Management” document.


KPI
Key Performance Indicator.


LAN
Local Area Network. A data network that provides connectivity within a building.


LEO
Low Earth Orbit. A (relatively) low altitude orbit used by some communication satellites.


LEPEST
Variant of the PESTLE analysis (see definition below).


LoRaWAN
A LPWAN (see definition below) protocol used to provide connectivity to IoT devices. Further information is contained in the Playbook’s “Future Communications November 2020” document.


LPWAN
Low Power Wide Area Network. LPWAN’s are one method of providing connectivity to Internet of Things (IoT) devices. Further information is contained in the Playbook’s “Future Communications November 2020” document.


LTE
Long-Term Evolution. A mobile telephony standard which aims to provide increased speeds and capacity. Further information is contained in the Playbook’s “Future Communications November 2020” document.


NB-IOT
A LPWAN (see definition above) protocol used to provide connectivity to IoT devices over the cellular network. Further information is contained in the Playbook’s “Future Communications November 2020” document.


NCSC
National Cyber Security Centre. The UK government agency that provides advice and support to the public and private sector on cyber security and threats.


NGN
Next Generation Network. A term to describe telephone networks that carry phone calls and data in a digital form.


NHS
National Health Service.


NOK
Next of Kin.


NowIP
A digital grouped scheme signalling protocol. Also known as BS8521-2. Further information is contained in the Playbook’s “Digital Telecare Protocols” document.


NSS
NHS National Services Scotland.


OBC
Outline Business Case. Sets out the preliminary thoughts regarding a proposed project. Further information is contained in the Playbook’s “Formal Business Case” document.


Ofcom
The UK's communications regulator


OJEU
Official Journal of the European Union. Publication in which all EU tenders from the public sector must be published. Use of OJEU in the UK has changed as a result of Brexit.


On Premise Deployment
A computer system or solution that is physically located in an organisation’s office / data centre.

Historically, most telecare solutions have been on-premise deployments, with servers being located in the telecare provider’s office / data centre. Some solutions are now being provided as a cloud deployment instead (see definition above).

Telecare specific information is contained in the Playbook’s “A Beginners Guide to Digital Telecare” document.


PAAS
Platform-as-a-Service. A type of cloud computing service that provides an application-development platform to developers or organisations.


PCS
Producer Compliance Scheme. Part of the WEEE regulations for the disposal of electrical equipment. 


PESTEL
Variant of the PESTLE analysis depending on which elements are included.


PESTLE
Political, Economic, Social, Technological, Legal, and Environmental factors. A strategic analysis tool used to identify, analyse, and organise key external factors that will affect an organisation, programme, or project.

Variants of PESTLE include, PESTEL, LEPEST, STEEP, STEEPLE and STEEPLED. Further information is contained in the Playbook’s “PESTLE and SWOT Analysis” document.


PIA
Privacy Impact Assessment. Now replaced by DPIA (see definition above).


PNC
Piper Network Controller. Tunstall’s Alarm Receiving Centre solution.


PSN
Public Services Network. A network and associated security requirements that allows public sector organisations to securely exchange information.


PSTN
Public Switched Telephone Network. The ‘traditional’ telephone network that is now being replaced with digital telephony.


RBIP
A telecare signalling protocol.


RTP
Real-time Transport Protocol. A network protocol used for delivering audio and video over IP networks.

Telecare alarms using VoIP can use the real-time transport protocol to carry voice traffic to the Alarm Receiving Centre.


SAAS / SaaS
Software-as-a-Service. A method of software delivery and licensing in which software is accessed online via a subscription, rather than bought and installed on individual computers.

Some telecare suppliers are now offering their Alarm Receiving Centre solutions as a SaaS solution, often based on a per service user and/or per call handler monthly fee basis.


SCAIP
Social Care Alarm Internet Protocol. The Swedish digital alarm protocol commonly used by digital alarm devices.  Further information is contained in the Playbook’s “Digital Telecare Protocols” document.


SDS
Skills Development Scotland. Scotland’s national skills body.


SEPA
Scottish Environment Protection Agency.


SIM
Subscriber Identity Module. A SIM card identifies the user of a device connected to the mobile telephone network.

GSM telecare alarm devices contain a SIM card to allow them to connect to a mobile network. These SIM cards are often ‘roaming’ meaning that they can connect to any available mobile phone network.

The SIM cards provided with telecare alarm devices are specialised “M2M” or machine to machine SIMs, meaning that they are optimised to reliably carry data traffic between non-phone devices. Further information is contained in the Playbook’s “A Beginners Guide to Digital Telecare” document.


SIP
Session Initiation Protocol. A signalling protocol used to set up and control real-time traffic calls, such as voice and video, over a data network.

In digital telecare SIP is used in three main ways:

 -  SIP based digital telephone lines are replacing traditional copper phone lines, such as ISDN.

 - SIP is used by digital telecare protocols to carry signalling between the alarm device and the ARC.

 - SIP is also used by digital alarm devices configured to use VoIP to set up and control the voice call to the ARC. Further information is contained in the following Playbook documents: “Analogue Telecare in a Digital World” “Digital Telecare System Topologies” “Digital Telecare Protocols”.


SLA
Service Level Agreement. Often used in service contracts to define the levels of performance that the supplier must meet.


Smart Divert
A BT service used to divert incoming phone calls to an alternative number / location.

Smart Divert is often used in telecare to divert incoming alarm calls to an alternative location in the event that the primary call handling system or location becomes unusable.


SSP
System Security Plan. A document that outlines how an organisation implements security.


STEEP
Variant of the PESTLE analysis (see definition above).


STEEPLE
Variant of the PESTLE analysis (see definition above), which includes an additional assessment of Ethical factors.


STEEPLED
Variant of the PESTLE analysis (see definition above), which includes an additional assessment of Ethical and Demographics factors.


STEP
Variant of the PESTLE analysis (see definition above).


STMF
Sequential Tone Multi Frequency. A Tunstall proprietary analogue telecare protocol.


SU
Service User.


SWIS
Swedish Standards Institute. Originally responsible for the development of the SCAIP digital telecare protocol.


SWOT
Strengths, Weaknesses, Opportunities, Threats. Analysis that looks at all the internal (Strengths and Weaknesses) and external (Opportunities and Threats) factors that may affect a project, programme or organisation. Further information is contained in the Playbook’s “PESTLE and SWOT Analysis” document.


TAG
Technical Advisory Group. The group that oversees the Digital Office’s Digital Telecare Programme.


TEC
Technology Enabled Care.


Telco
A telephone service provider, for example BT, TalkTalk, Sky, Virgin Media.


TLS
Transport Layer Security. A protocol for securing communications on a data network.


TS50134-9
The European digital telecare protocol. Also known by the name of the standards group that develop the protocol, Cenelec. https://shop.bsigroup.com/ProductDetail/?pid=000000000030350084 Further information is contained in the Playbook’s “Digital Telecare Protocols” document.


TSA
The industry body for technology enabled care services.


TT92
An analogue telecare signalling protocol.


TTNew
An analogue telecare signalling protocol.


UAT
User Acceptance Testing. Testing of a solution (for example a new digital telecare solution) that is completed by service users. UAT is typically completed after successful completion of IAT (see definition above) to ensure that the solution is operating to acceptable levels prior to it being tested with service users. Telecare specific information is contained in the Playbook’s “A Guide to Planning for IAT and UAT” document.


UMO-XML
A digital telecare signalling protocol.


UOM
Unit Of Measure.


UPS
Uninterruptable Power Supply. A device that provides mains power to connected equipment in the event of a power cut.


UR
User Requirement. Describes what a user does with the system, such as the activities the user must be able to perform.


USB
Universal Service Bus. A standard for connections between computers and peripheral devices.


VLAN
Virtual Local Area Network. A method of logically separating a computer network into sub-networks. Typically, this is used as part of security controls or to manage network devices / traffic.


VoIP
Voice over Internet Protocol. Technical protocols used to send voice traffic as data over a network connection such as the Internet (or any other data network).

Some digital telecare solutions can send voice calls between the alarm device and ARC using VoIP. Given the amount of network bandwidth required to support VoIP calls (typically 80kbps per concurrent call) the telecare deployments that use VoIP tend to be restricted to those using fixed broadband connectivity, such as grouped schemes. However, dispersed alarms connected using 4G are also capable of supporting VoIP. Further information is contained in the Playbook’s “A Beginners Guide to Digital Telecare” document.


VoLTE
Voice over Long-Term Evolution. A technical standard used by some 4G mobile networks to carry voice calls over a data connection.


VPN
Virtual Private Network. A technology that allows data to be sent securely over a public network (such as the Internet). Privacy is maintained using data encryption.

In digital telecare VPNs are used to secure the connection between:

 - The alarm device and the ARC in a scenario where fixed broadband connectivity is used.

 - The mobile SIM provider’s network and the ARC in a scenario where mobile connectivity is used.

 - VPNs may also be used to secure the connection between other elements of the solution.


WAN
Wide Area Network. A computer network that provides connectivity between buildings or organisations. For comparison see definition of LAN.


WEEE
Waste Electrical and Electronic Equipment. Legislation relating to the disposal of electrical / electronic waste. Telecare specific information is contained in the Playbook’s “Decommissioning of Telecare Equipment” document.