Countdown to Digital: 5 months to go - Lessons Learned and Good Practice

As Scotland moves closer to the analogue network switch-off on 31 January 2027, many Telecare Service Providers, Housing Associations, Local Authorities and HSCPs have already made significant progress on their digital migration journeys.

Across the country, organisations have tested new approaches, overcome challenges, and discovered practical ways to reduce risk and improve outcomes. One of the most valuable resources available to those still completing migration is the experience of those who have gone before them.

This month, we're focusing on the lessons learned, examples of good practice, and perhaps most importantly, the reflections on "what we'd do differently" if we were starting again.

 

1.      Start Earlier Than You Think You Need To

One of the most common reflections from organisations that are well advanced in their migration programmes is simple:

"We underestimated how long some parts of migration would take."

While equipment replacement can often be planned with relative certainty, organisations frequently encountered unexpected delays around:

• Supplier dependencies
• Connectivity and signal testing
• Housing engagement
• Resident communications
• ARC integrations
• Procurement and contracting processes
• Identifying analogue dependencies beyond telecare

Many services found that activities initially expected to take weeks often required several months to complete.

Good practice: Develop a realistic, phased migration plan with clear milestones, named owners and contingency time for supplier, connectivity, procurement and stakeholder dependencies; review it regularly so emerging delays can be addressed early.

What we'd do differently: Build additional time into project plans from the outset and begin engagement activities earlier than feels necessary.

 

2.      Don't Treat Migration as a Technology Project

The most successful migrations recognised that this is not simply a device replacement programme.

Digital migration affects people, processes, partnerships, contracts, communications, service models and operational workflows.

Providers who approached migration as a whole-service transformation programme were often able to identify risks earlier, engage stakeholders more effectively and create smoother implementation pathways.

Good practice: Establish project governance that includes operational teams, IT, housing, procurement, communications and ARC representatives.

What we'd do differently: Involve wider stakeholders from day one instead of bringing them into the programme later.

 

3.      Communications Matter More Than You Expect

Feedback from migration programmes consistently highlights the importance of regular, consistent communication. Some projects experienced challenges where messages were not reaching all parts of the organisation or where frontline teams felt insufficiently informed during periods of rapid change.

Successful organisations invested time in:

• Clear communication plans
• Staff briefings
• Resident engagement
• Family and carer communications
• Escalation routes for concerns
• Sharing progress updates across teams

Good practice: Equip frontline staff with simple, consistent messages and FAQs.

What we'd do differently: Start communications earlier and repeat key messages more frequently.

 

4.      Invest in Training and Support

Many organisations reported that staff adapted remarkably well to new technologies and ways of working. However, several also reflected that training was delivered under pressure or too close to implementation activities.

Digital migration introduces new equipment, processes and troubleshooting requirements. Confidence grows when staff have opportunities to learn, practice and refresh their knowledge.

Good practice: Deliver role-specific training and provide refresher sessions throughout migration.

What we'd do differently: Create training resources earlier and allow more time for hands-on familiarisation before large-scale deployment.

5.      Test, Pilot and Learn Before Scaling Up

Organisations that piloted solutions before wider deployment often identified issues that could be resolved before affecting larger numbers of service users. Connectivity, installation processes, resident engagement approaches and operational workflows could all be refined during pilot phases.

Good practice: Use pilots to validate technology, processes and communications before full rollout.

What we'd do differently: Pilot earlier and use lessons from pilots to shape rollout plans rather than attempting to scale immediately.

 

6.      Share Your Learning

One of the most encouraging aspects of Scotland's digital migration journey has been the willingness of organisations to collaborate and share experiences.

Services that actively engaged with peer networks, supplier sessions, case studies and Digital Telecare events consistently benefited from the knowledge already generated elsewhere. Lessons learned by one organisation often prevented delays or challenges for another.

Good practice: Capture lessons learned throughout your project rather than waiting until the end.

What we'd do differently: Create structured opportunities for teams to share experiences and feedback throughout the migration journey.

 

7.      Looking Ahead

The analogue switch-off deadline continues to approach, but Scotland's telecare community has already generated a wealth of practical experience and good practice.

The key messages are clear:

Plan early. Engage widely. Communicate often. Test thoroughly. Learn continuously.

Perhaps the most important lesson of all is that digital migration is not a journey organisations need to undertake alone. Every challenge overcome, lesson learned and success shared strengthens Scotland's collective readiness for the transition to digital telecare.

 

Call to Action

Have you identified lessons learned during your migration journey? We'd love to hear about them. By sharing your experiences with the Digital Telecare Team, you can help other organisations avoid common pitfalls, accelerate progress and contribute to a safer, more resilient digital future for telecare services across Scotland.