Glossary

2G is the second-generation mobile network and can be used for voice, texting (SMS) and low-speed data services. Data speeds do not normally exceed 300 -400 kbits/s. No timescales for decommissioning have been announced. 2G networks are expected to remain operational until the late 2020s. Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

3G is the third-generation mobile network and was introduced to improve mobile network capabilities for voice and data. 3G data speeds can reach 8Mbps depending on coverage available. 3G networks are currently being decommissioned.  Vodafone and EE have announced 2023 shutdown dates for 3G; Three has announced a 2024 shutdown.  O2 has not yet announced a date. Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

4G is the fourth-generation mobile network offering speeds ranging from 15Mbps to 150Mbps depending on coverage. 4G can support improved data speeds and voice quality alongside enabling other applications such as video calls. 4G networks are still being invested in and coverage levels are improving.  4G networks will remain in place for a significant time. Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

5G is the fifth and latest generation of mobile network. It introduces faster speeds (compared to 4G), lower signal delay (latency), more reliable connections and greater opportunities to support IoT applications. 5G networks are still being rolled out meaning coverage is currently limited. Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

Asymmetric Digital Subscriber Line, a technology for transmitting digital information over standard telephone lines which allows high-speed transmission of signals from the telephone network to an individual subscriber, but a slower rate of transmission from the subscriber to the network.

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.

An Alarm Receiving Centre Solution is the technology system used by an ARC.  The Alarm Receiving Centre Solution receives calls from telecare alarms and interprets the telecare signalling sent by the alarm to generate an automatic response or direct the call to an appropriate call handler.  The solutions can comprise equipment located in a telecare provider's offices (and on premise solution), or be delivered as software as a service (a SaaS or Cloud solution). Further information is contained in the Playbook’s “Digital Telecare for Grouped Schemes” document.

Asset Management System.  Applications / Procedures used to control provider's stock of telecare alarms devices and peripherals or other IT equipment.Further information is contained in the Playbook’s "Digital Telecare Operational Procedures" document.

Analogue (telephony) are phone lines that send signals using copper wires over the PTSN (also includes ISDN). These lines will be migrated to digital lines by 2025. Further information is contained in the Playbook’s "Analogue Telecare in a Digital World" document.

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.

Application-Layer Testing is cyber security penetration testing of an application, for example websites, web applications, etc. Further information is contained in the Playbook’s "Penetration Test Guidance" document.

Alarm Receiving Centres (ARC) are places which receive the data and calls from telecare customers/users.  The Alarm Receiving Centre sends the information on to technicians and responders to resolve any issues that may occur.  Further information is contained in the Playbook’s “Mobile Connectivity FAQs" document.

Analogue Terminal Adaptor (ATA). A device used to connect traditional analogue telephone or telecare alarm to a digital telephone line.

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.

The advantages provided by a project, system, service, investment, etc. Further information is contained in the Playbook’s "Formal Business Case" document. 

A method of delivering an outcome that combines elements of more than one approach. Further information is contained in the Playbook’s  "Guidance on Telecare Costs" document.

Wireless technology used for exchanging data over short distances.  Some telecare alarms support bluetooth to allow them to connect to other devices, such as telehealth devices, smart consumer technology, wearables, etc. Further information is contained in the Playbook’s "Summary of Alarm and Peripheral Compatibility" document.

Specification for dual-tone multi-frequency (DTMF) signalling protocol for social alarm systems and was published by the BSI on the 30th November 2009. Not to be confused with BS8521-2 which is a digital grouped scheme signalling protocol. Further information is contained in the Playbook’s "A Beginners Guide for Digital Telecare" document. 

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

British Standards Institute.  More information can be found at the "BSI Website".

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.

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

Citrix is a virtual desktop solution.  It allows a computer to access services and applications that are hosted on a central server or cloud environment, instead of having them installed on the computer itself. Further information is contained in the Playbook’s “Remote Working Data Protection Impact Assessment” document.

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.

Client, or Service User - someone who uses telecare. Further information is contained in the Playbook’s “Digital Switchover - Communication to Clients” document.

An ARC system or solution that is located in either a telecare supplier’s or cloud provider’s data centre, instead of being "on premise" (ie located in a telecare providers offices).  

Typically cloud ARC solutions are accessed over an Internet connection. 

Further information is contained in the Playbook’s “Overview of Cloud ARC Solutions” document.

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.

Communication Providers such as BT, Virgin, Sky, TalkTalk, Vodaphone, EE, O2 etc. 

Negotiating the terms and conditions of and subsequent management of agreements made with suppliers, partners, stakeholders, customers and/or employees. 

Further information is contained in the Playbook’s “Procurement Options Process Guidance” document.

Chronic Obstructive Pulmonary Disease. Further information is contained in the Playbook’s “Formal Business Case” document.

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

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.

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.

Cyber security is how individuals and organisations reduce the risk of cyber attack.

Cyber security's core function is to protect the devices we all use (smartphones, laptops, tablets and computers), and the services we access - both online and at work - from theft or damage. For telecare this aims to prevent issues such as service disruption, data loss, and equipment misuse.

Further information is contained in the Playbook’s “DPIA Guidance” document.

A Data protection impact assessment (DPIA) is a process to identify and manage the data protection risks associated with a project or service change. A data protection Officer may be involved.

Further information is contained in the Playbook’s “DPIA Guidance” document.

These are the contracts agreed between parties explaining the purpose, need and use of how received and sent data is used, stored and shared. Check with your Data Protection Officer.

Further information is contained in the Playbook’s “DPIA Guidance” document.

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.

A facility, usually provided as a web application, to monitor, manage and configure telecare alarm devices. Typically, each alarm manufacturer has a Device Management Platform (DMP) specific to their alarm devices.

Some manufacturer use the term Clould Management Portal (CMP).

Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

Digital ready typically refers to a device or Alarm receiving centre that is capable of operating in either analogue or digital modes. 

Testing completed on a telecare solution to ensure it is operating to acceptable levels.

Further information is contained in the Playbook’s “Penetration Testing Guidance” document.

A telephone line that carries voice in a digital form, for example Voice over Internet Protocol (VoIP). Further information is contained in the Playbook’s “Telephone Network Awareness” document.

 

 

Allows organisations to directly appoint a supplier from a framework and simply buy the goods or services directly from that supplier. Normally for small-scale projects or those with simple requirements.

Further information is contained in the Playbook’s “Procurement Options Process Guidance” document.

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.

Further information is contained in the Playbook’s “Digital Telecare Operational Procedures” document.

 

A telecare alarm installed in someone’s home, or a home-like setting. Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

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.

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.

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.

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

Digital Telecare programme. 

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.

Further information is contained in the Playbook’s “Formal Business Case” document.

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.

European Economic Area.

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

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.

A telephone exchange provides telephone services to customers.  An exchange connects customers' telephone lines to the telephone providers' core networks.

Further information is contained in the Playbook’s “Switchover Guidance for Service Users Template” document.

Formal Business Case. Further information is contained in the Playbook’s “Formal Business Case” document.

A firewall is a network security device that analyses network traffic entering and leaving your network.  It permits or denies traffic based on a set of security rules.

Further information is contained in the Playbook’s “Supplier Security Questionnaire” document.

When an unplanned move is made to a Service Users landline and the Telecare service provider is unaware or had not planned for the line to be switched over.

Further information is contained in the Playbook’s “Telephone Network Awareness” document.

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

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

Further information is contained in the Playbook’s “DPIA Guidance” document.

Global Positioning System.

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.

Further information is contained in the Playbook’s “Digital Telecare for Grouped Schemes” document.

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.

Further information is contained in the Playbook’s “Digital Telecare for Grouped Schemes” document.

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.

Further information is contained in the Playbook’s “Digital Telecare for Grouped Schemes” document.

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

Further information is contained in the Playbook’s “Mobile Connectivity FAQs” document.

This is the communication between alarm and ARC using the same protocol. When this communication fails, it is termed a "Handshake Failure". Further information is contained in the Playbook’s “Telephone Service Issues” document.

The DMP regularly sends Heartbeat messages to all alarm devices. If the alarm device responds to it then the DMP knows that the device is communicating and operating correctly. Further information is contained in the Playbook’s "Mobile Connectivity FAQs” document.

A high risk user is usually someone known to the Service provider as someone who is highly dependent on their telecare, may lack some capacity, and/or has particularly high needs or ill health or mobility, and regularly requires attention. Further information is contained in the Playbook’s “A Guide to Planning for Internal Acceptance and Acceptance Testing” document.

A hosted application is a service that allows users to execute and operate software from the cloud on a recurring subscription. Futher information is contained in the Playbook's "Overview of Cloud ARC Solutions" document.

A company or authority that supplies homes, and can offer supported living and sheltered housing.

The person of responsibility for the properties supplied by the local authority or Housing provider. Further information is contained in the Playbook's "A Beginners Guide for Digital Telecare" document.

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

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.

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). Further information is contained in the Playbook's "Insight Service: Digital Telecare Testing September 2020" document.

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. Further information is contained in the Playbook's "Remote Working Data Protection Impact Assessment" document.

Information Governance Unit.

In-house refers to an internal solution provided by a Company using its own staff or premises. Further information is contained in the Playbook's "Formal Business Case" document.

An in-house solution would be the use of a Company or Local authorities own staff to deliver service requirements. Further information is contained in the Playbook's "Options Appraisal Template" document.

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). Further information is contained in the Playbook's "Insight Service: Digital Telecare Testing September 2020" document.

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

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).

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

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

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). 

Further information is contained in the Playbook's "Formal Business Case" document.

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.

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

The international standard for health and safety management systems.

The international standard for information security.

The international standard for quality management.

Information Technology / Information and Communications Technology.

Information Technology Infrastructure Library. A library of best practices for managing IT services and improving IT support and service levels. More here: Axelos - Best Practice Solutions

ITIL processes can be used to help manage digital telecare solutions, and the supporting IT infrastructure. Further information is contained in the Playbook’s "Overview of Cloud ARC Solutions" document.

Key Performance Indicator.

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

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

LoRaWAN is a data network protocol used to provide connectivity to IoT devices over a long distance and to remote or rural areas. Further information is contained in the Playbook’s "Future Communications November 2020" document.

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.

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.

A microfilter also knows as an ADSL filter is a device that allows a broadband service to use the same phone line as a telephone handset - the microfilter stops the broadband and analogue telephone signals interfering with each other.  If you have a standard analogue BT phone line over which an ADSL service runs, your underlying connectivity products will need to be changed prior to December 2025.

In telecare terms this is the move of an analogue telephone line to a digital service by the customer or supplier. Further information is contained in the Playbook's "Initial Transition to Digital Telecare Action Plan" document.

A procurement process in which a small number of potential suppliers are invited to produce a tender. Further information is contained in the Playbook's "Procurement Options Process Guidance" document.

Mean time between failures - the average time between repairable failures of a technology product. A metric used to track both the availability and reliability of a product. The higher the time, the more reliable the system. Further information is contained in the Playbook's "Overview of Cloud ARC Solutions" document.

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.

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

Cyber security penetration testing of a network, for example a local area network, or wireless network, etc. Further information is contained in the "Penetration Test Guidance" document.

Sim Networks e.g CSL, Mobius etc. 

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

National Health Service.

National Institute of Standards and Technology. Sets security standards, such as their Cybersecurity Framework. Further information is contained in the Playbook's "Overview of Cloud ARC Solutions" document.

Next of Kin.

A digital grouped scheme signalling protocol. Also known as BS8521-2. Further information is contained in the Playbook’s “Failed Calls Data Guidance” document.

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

NHS National Services Scotland.

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

Ofcom is the UK's communications regulator.

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. Further information is contained in the Playbook's "Procurement Options Process Guidance" document.

Software and technology located within a building or on site as opposed to remotely or in the cloud. Further information is conatined in the Playbook's "A Beginners Guide for Digital Telecare" document.

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.

Onboarding refers to the process used to bring customers and their data onto a new system.  For example, moving a telecare provider and all their client data onto a new cloud ARC solution.

Decided operating procedures (usually in written form) that detail how to perform an activity or carry out a duty. Further information is contained in the Playbook's "Digital Telecare Operational Procedures" document. 

Decided operating steps that describe how to perform an activity. Further information is contained in the Playbook's "Guidance on Digital Telecare Costs" document.

The option summary is the concise summing up of the different models identified in an options appraisal. Further information is contained in the Playbook's "Options Appraisal Preparation Guidance" document.

An Options Appraisal allows a number of different delivery model options to be explored and evaluated against a set of agreed criteria, leading to the selection of a preferred option. Further information is contained in the Playbook's "Options Appraisal Preparation Guidance" document.

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

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

A telecare pendant is a device that connects to a base unit  alarm which can be worn and allows service users to call for help at the press of a button. Further information is contained in the Playbook's "Summary of Alarm and Peripheral Compatibility" document.

A penetration test forms part of the process of ensuring the cyber security of a system or service.  It involves various manual and automated methods to simulate a cyber attack  to identify vulnerabilities.  See also definition of Application Layer Testing and Network Layer Testing. Further information is contained in the Playbook's "Penetration Test Guidance" document. 

Peripheral compatibility determines which peripherals are compatible with which telecare alarms. Manufacturer's peripherals are often only compatible with their own alarms and not those supplied by other manufacturers. Not all manufacturers peripherals are also backwards compatible. Further information is contained in the Playbook's "Summary of Alarm and Peripheral Compatibilty" document. 

Peripherals are devices connected to a telecare alarm. These can include wearable technology such as pendants to environmental sensors, such as door and bed sensors. Further information is contained in the Playbook's "Digital Telecare Technology Service Management" document.

Personas are fictional profiles of typical service users or customers of a particular group. They can be created by talking to users and segmenting different demographic within a specific group. Further information is contained in the Playbook's "Successfully Engaging Stakeholders" document.

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.

Privacy Impact Assessment. Now replaced by DPIA (see definition above). Further information can be found here - Data Protection Impact Assessment Guidance (DPIA)

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

Power availability resilience is to evidence and review how effective a system is against reduced, limited or zero power, and what steps are taken to respond and mitigate until service is restored. Further information may be found here - Connectivity for Digital Telecare

This is a period of time when the when the electricity supply to a particular device,  building, or area is interrupted. 

Pre-programming is where an alarm is readied for install at another location or remotely accessed using a device management platform.Further information can be found here: Managing Alerts on a Device Management Platform

A device or software that converts telecare signalling from one protocol to another. More information on protocols can be found here: Digital Telecare Protocols

Digital telecare protocols define the digital signalling that an alarm device uses to communicate with an alarm receiving centre.  Examples of digital telecare protocols include SCAIP, TS50134-9 (CENELEC) and BS8521-2 (Now-IP). Further information on protocols is available here: Digital Telecare Protocols

Public Services Network. A network and associated security requirements that allows public sector organisations to securely exchange information. Further information can be found here: Telephone Network Awareness

PSTN is a Public Switched Telephone Network. The 'traditional' telephone network which is being replaced with digital telephony. Further information can be found here: Telephone Network Awareness

A national etendering system centrally funded by the Scottish Government that allows the efficient and secure means for buyers and suppliers to manage tender exercises online. More information can be found here: Public Contracts Scotland

Reaching 100% is a Scottish Government programme that has committed to providing access to superfast Broadband to every home and business in Scotland. More information can be found here: Reaching 100%

RBIP is a telecare signalling protocol. More information on Protocols can be found here: Digital Telecare Protocols

A document that identifies, logs and tracks potential risks that could derail or impact on a service, a project or a programme of work. Further information on what you might add to your risk register can be found here: Supplier Security Questionnaire

Rollback plans are put in place to describe how a system will be reverted back to its previous software/configuration in the event of a planned upgrade/change failing.

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. More information on protocols can be found here: Digital Telecare Protocols

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. More information on Cloud Alarm Receiving Centre solutions are available here: Overview of Cloud ARC Solutions

Safe sockets are used to ensure a call from a telecare alarm continues to be raised in the event the landline is currently in use by another connected device. More information on safe sockets can be found here: Analogue Telecare In A Digital World

A process used to choose subjects that will make a representative sample. The selection of a subset of individuals from the population under study. More information on Sampling strategy is available here: Gathering data from a large user base

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.

Scotland Excel is the Centre of Procurement Expertise for the local government sector in Scotland. Scotland Excel

The Digital office emerged from the development of a digital transformation strategy to drive digital transformation within local government in Scotland. As well as working with the participating councils, the digital office collaborates with public sector partners to exchange best practice, develop wider public direction and develop new shared services and capacities.

SDS is Skills Development Scotland. Scotland’s national skills body. Find them here: Skills Development Scotland

Scottish Environment Protection Agency. Find them here: Scottish Environment Protection Agency

Service level management describes the processes used by a supplier to ensure that agreed service levels are delivered and to monitor and report on service levels achieved.

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.

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”.

A Service level agreement states the expected service you will receive from a provider.  Service Level Agreements for cloud applications will often define the percentage of time the service must be operational (availability) and/or the maximum time the service is unavailable. Further information can be found here: Framework Guidance Direct Award Template

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.

Solution maturity refers to how long a system / service has been available and the extent to which it has been proven to operate reliably and as descibed.  Mature solution will be well proven but may not offer the latest features and functionality.  Conversely less mature solutions may offer the latest functionality, but will not be able to demonstrate the same level of operational use. More information may be found here: Overview of Cloud Alarm Receiving Centre Solutions

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

This is a group or committee who are in charge of managing or directing service change, driving it forward to keep it on track and make it successful. More information can be found here: Project Team Guidance for Suppliers

Sequential Tone Multi-Frequency (STMF) is a Tunstall proprietary analogue telecare protocol. More information on protocols is available here: Failed Calls Data Guidance

Service User.

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

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.

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

The TEC programme is part of the Scottish Government's Digital Health and Care Directorate and is guided by the Digital Health and Care Strategy. Technology Enabled Care

A telecommunications network that connects telephones, as well as newer features such as the internet. 

Telecare Service Provider (TSP) is an organisation that provides telecare services such as a Health and Social Care Partnership (HSCP) or Registered Social Landlord (RSL). 

Service user or customer of a telecare service 

Sets out and formalises the purpose, team structure and governance arrangements for a project. More information may be found here: Project Team guidance for suppliers

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

Topology describes the structure of network or system illustrating how all the components are interconnected.

The European digital telecare protocol. Also known by the name of the standards group that develop the protocol, CENELEC. Further information is contained in the Playbook’s “Digital Telecare Protocols” document.

The industry body for technology enabled care services.

An analogue telecare signalling protocol.

An analogue telecare signalling protocol.

UAT (User Acceptance Testing) is testing the alarm in the home. Can include Basic to Enhanced services.  Further information may be found here: An overview of Digital Telecare Testing

A digital telecare signalling protocol.

Unit Of Measure.

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

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

A patient or service user in need of urgent service due to hospital discharge or a high demand of needs.

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

VLAN is a Virtual Local Area Network which is 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. 

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.

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

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.

More information may be found here:Data Protection Impact Assessment (DPIA) Guidance

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

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.

A wireless communications protocol used primarily for residential automation that allows for wireless controls of smart home devices.

Wireless technology used for exchanging data over short distances.  Some telecare alarms support Zigbee to allow them to connect to other devices, such as telehealth devices, smart consumer technology, etc.