Virgin Media O2 has partnered with TSA to provide support for telecare customers going through the Digital Voice switchover.
Virgin Media O2 is the first telecoms company to form a partnership with the industry body which represents UK telecare organisations, including care providers, device manufacturers, ambulance services, housing associations and local authorities.
The new agreement, which follows a series of constructive discussions that started late last year after the telecoms industry agreed to pause non-voluntary landline migrations, has resulted in the two organisations working with Stockport-based telecare provider Carecall to provide support to telecare users as their services are migrated.
Telecare users, many of whom are older or have a disability, need additional support with the landline migration to ensure that their equipment continues working on the new landline technology. The Stockport trial aims to develop, test and refine ways for the telecoms industry to work with local authorities and alarm providers to identify and migrate these customers, creating a blueprint for a wider roll-out.
Alongside the existing measures that Virgin Media O2 has in place, the trial has resulted in all parties coming together to provide enhanced support for telecare device users, ensuring that they get the help they need as the digital switchover takes place. This includes:
• Using the secure data sharing agreement between Stockport Homes and Virgin Media O2 to identify telecare customers who have not yet made themselves known to the telecoms provider.
• Combining resources to communicate and engage with customers.
• Providing joint visits with teams from both Virgin Media O2 and Carecall present to support customers with their services and check that devices are working and never leaving a property without a working landline.
Having started in late July, this trial has resulted in around 80 per cent of targeted telecare customers successfully switching to Digital Voice on a voluntary basis, rising to 95 per cent when accounting for those with appointments booked in. All customers’ services are being closely monitored post-migration to ensure a smooth transition.
Further trials in different parts of the country are planned to refine the process ahead of a potential nationwide roll-out.
Carecall is a part of Stockport Homes Group, which provides housing services on behalf of Stockport Council. The successful trial was made possible after Stockport Homes signed a data-sharing agreement with Virgin Media O2, meaning telecare users could be quickly and efficiently identified.
Virgin Media O2 has written to every local authority it operates in, encouraging others to follow suit and establish data-sharing agreements. To date, more than four in five local authorities written to have not yet formed a data agreement with Virgin Media O2, with many not responding to communications at all.
To ensure all telecare providers and local authorities are clear on their responsibilities and requirements, TSA is joining Virgin Media O2’s call for government to create a telecare charter, which will set out a range of commitments and encourages these parties to work with the telecoms industry to help ensure nobody is left behind.
Virgin Media O2 is also urging government to work y with operators and help raise awareness of the switchover, particularly among harder-to-reach audiences, by fronting a public awareness campaign with industry.
Rob Orr, chief operating officer at Virgin Media O2, said, “With the decades-old phone network becoming increasingly difficult to maintain, we must take action to ensure we are safeguarding landline services in future. We know that change is never easy, however we’re committed to providing enhanced support and doing everything we can for our customers as we migrate to digital voice services.
“Our partnership with TSA and trial in Stockport are helping us develop a scalable model to safely migrate our most vulnerable customers. By helping to better identify telecare customers and working together to reach our shared customers, this innovative project provides a gold standard service which could be the blueprint for our future roll-out.”
Alyson Scurfield, chief executive officer at TSA, said, “Over two million people in the UK rely on telecare services to live independent lives and our sector is very concerned about the impact of power failures on digital landlines. Our prime goal is to support older and disabled people as their landlines change from analogue to digital and that’s why we’re working closely with Virgin Media O2 and Carecall.
Eva Holt, head of independent living at Carecall, said, “Carecall are delighted to have been chosen to take part in this telecare pilot programme. Having this pilot take place right here in Stockport is a tremendous opportunity, allowing us to ensure our services are fully prepared for the digital future whilst remaining deeply connected to our local community.”
Late last year, telecoms companies signed an industry-wide voluntary charter, committing to new measures to protect customers through the migration. This new partnership builds on these commitments and enables collaboration between Virgin Media O2, local authorities and care providers to identify and support vulnerable users.
Virgin Media O2 restarted voluntary switchovers after bringing in enhanced measures earlier this year, initially for known non-telecare and non-vulnerable customers. The company has also been running a customer awareness campaign across its channels, raising further awareness about the changes and the support available.