BSI PD CEN/TS 17470:2020

$142.49

Service model for social care alarms

Published By	Publication Date	Number of Pages
BSI	2020	32

Guaranteed Safe Checkout

Category: BSI

If you have any questions, feel free to reach out to our online customer service team by clicking on the bottom right corner. We’re here to assist you 24/7.
Email:[email protected]

This document ‘Service model for social care alarms’, provides a framework and recommendations for the roles and responsibilities of the different actors in the social care alarm service chain.

The following topics are included in this document:

Service user perspective: objectives, roles, needs and processes
Process description for the service chain, including:
- service user experience, installation and instruction, use, service accessability, response arrangements, access management
- marketing, sales, referral, review and termination
- customer billing and income collection
Good practice of service provision: quality and risk management, including security, privacy and requirements for infrastructure.

Technology and organization structure independence are important features of this document, the service model for social care alarms.

This document contains “Requirements” and “Recommendations”. Requirements describe good practice that shall be achieved by all service providers modelling this document. Recommendations describe good practice that is not universally accepted across Europe and which service providers may wish to model.

PDF Catalog

PDF Pages	PDF Title
2	National foreword
6	European foreword
7	Introduction
10	1 Scope 2 Normative references 3 Terms and definitions
12	4 Leadership and governance 4.1 Leadership within the service chain 4.1.1 Introduction and expected outcome of the process
13	4.1.2 Requirements 4.2 Privacy protection and data security 4.2.1 Introduction and expected outcome of process 4.2.2 Requirements
14	4.2.3 Recommendations 4.3 Service accessibility 4.3.1 Introduction and expected outcome of the process 4.3.2 Requirements
15	5 Operations 5.1 Acquiring alarm service 5.1.1 Determine individual customer and service user needs
16	5.1.2 Customer contracting 5.1.3 Installation and activation of service
17	5.2 Using the alarm service 5.2.1 Raising an alarm 5.2.2 Alarm call handling
18	5.2.3 Responder Services
20	5.2.4 Access management 5.2.5 Customer billing and income collection
21	5.2.6 Incident management 5.3 Service user engagement 5.3.1 Re-assessment of the service user needs
22	5.3.2 Complaint management 5.4 Service termination 5.4.1 Introduction and expected outcome of the process 5.4.2 Requirements
23	6 Planning 6.1 Service chain continuity and risk management 6.1.1 Introduction and expected outcome of the process 6.1.2 Requirements 6.2 Service Development 6.2.1 Introduction and expected outcome of the process 6.2.2 Requirements
24	6.2.3 Recommendations 7 Support 7.1 Staff and competency management 7.1.1 Introduction and expected outcome of the process 7.1.2 Requirements
25	7.2 Asset Management 7.2.1 Introduction and expected outcome of the process 7.2.2 Requirements 7.2.3 Recommendations
26	7.3 Servicing hardware and software 7.3.1 Introduction and expected outcome of the process 7.3.2 Requirements 7.4 Alarm receiving centre and environment 7.4.1 Introduction 7.4.2 Recommendations 8 Performance evaluation and improvement 8.1 Performance management and evaluation 8.1.1 Introduction and expected outcome of the process
27	8.1.2 Requirements
28	Annex A (informative) Key Performance Indicators (KPIs)
31	Bibliography