Telecare service and alarm receiving centre 2025

I am writing to you under the Freedom of Information Act 2000 to request information from your telecare service department/ Alarm receiving centre.

1. What is the name of your organisation?

2. Do you provide your own telecare / alarm response service? If you use an external service provider, could you please name who they are? Please tick box below re answer (s) that applies.

☐ YES, we provide our own in-house telecare and alarm monitoring services

☐ PARTIAL we provide equipment, but contract out to external alarm monitoring service - if this statement applies, please give name of external service provider below-

☐ NO, we contract out fully to an external service for all telecare provision - if this statement applies- please give name of external service provider below -

☐ External service provider is :-

☐ NO - we do not provide telecare at all

NB - IF YOU DON'T PROVIDE ANY TELECARE SERVICES OR DEVICES - PLEASE NOTE THAT THE REST OF THIS QUESTIONNAIRE DOES NOT APPLY TO YOU - THANK YOU FOR YOUR TIME & RESPONSE TO Q 1 AND Q2.

3. Please tell us something more about your ARC platform (if you operate your own ARC ).

3a) What ARC platform do you presently use?

3b) What is the contract expiry date for your present platform?

3c) Do you intend to go out to tender for a new platform in the next 1 to 3 years? YES/NO/UNSURE

3d) If yes, do you know what framework/tender site you will use (if known) ?

3e) Please feel free to comment about your present ARC platform and /or your ambitions for a future platform (desired functionality etc)

4. Please tell us about your telecare service

4a) How many telecare service users are currently registered with your service? =

4b) When do you hope to complete your digital transition? =

4c) What are the current charges for service users of your Telecare service? =

4d) Do you have a private pay service B2C, if so, how many customers are B2C? =

4e) Do you offer a free telecare service in any way e.g. for reablement or hospital discharge?

YES/ NO/ UNSURE

4f) Does you ARC operate a proactive/preventative outbound service? If so, what are the volumes of calls you make monthly?

4g) How many device connections do you have?

4h) Any worries or concerns about the future of your service? Please feel free to comment

5. Please tell us about your equipment/devices etc

5a) What percentage of your Telecare devices are now digital?

5b) What suppliers are you currently working with for digital upgrades?

5c) How often is equipment tested or maintained?

5d) Are all your alarms 4G enabled?

YES/ NO/ PARTIAL

5e) When does your current Telecare monitoring or equipment supply contract end?

5g) What procurement framework(s) do you use for purchasing new equipment /devices?

5h) Do you use more than one TEC supplier and if so, could you name the supplier(s)?

6. Please tell us about any failures and/or concerns around failures?

6a) What is your average equipment failure rate (e.g., pendants, base units)?

6b) What is your average call failure rate in the ARC e.g. as a result of DTMF corruption/Digital transition.

6c) Are you noticing more failure rates now and if so, have you an opinion on what the reason may be?

6d) Have you experienced any total system outages in the last year, and if so, have you been given a reason?

7. If you could rate your main concerns at the moment from 1 to 3 (as in 1 being most worrying) what would these be. Examples being cyber security/ budget/ head count / job security/ knowing who to trust/ AI etc…

1 - most concerning

2- moderately concerning

3- slightly concerning

Please feel free to elaborate: -

8. Could you please list your main decision makers for each area - Name, title, contact details: -

Name - responsibility for IT/security

Title -

Contact phone -

Contact email -

Name - supervisor for alarm call centre

Title -

Contact phone -

Contact email -

Name - overall responsibility for telecare services

Title -

Contact phone -

Contact email -

If your organisation does not have any responsibility for adult social care and does not provide telecare devices, please respond by stating you are exempt from this FOI request as it does not apply to you. The option to do this is via Q2 of the attached form.

1-8. Please see attached for your response. 

Should you require the attachments mentioned above please contact customerinformationservice@lincolnshire.gov.uk with the below reference number and this can be provided.