CEN/TS 17470:2020
(Main)Service model for social care alarms
Service model for social care alarms
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:
1. Service user perspective: objectives, roles, needs and processes
2. 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
3. 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.
rganization structure independence are important features of this this document, the service model for social care alarms.
This document contains "Requirements" and "Recommendations". Requirements describe good practice that should 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.
Servicemodell für Alarmsysteme in der sozialen Versorgung
Dieses Dokument „Servicemodell für Alarmsysteme in der sozialen Versorgung“ stellt einen Rahmen und Empfehlungen im Hinblick auf die Rollen und Verantwortungen der verschiedenen Akteure in der Dienstleistungskette von sozialen Alarmsystemen bereit.
Die folgenden Themen werden in diesem Dokument behandelt:
1. Dienstnutzer-Perspektive: Ziele, Rollen, Bedürfnisse und Prozesse
2. Prozessbeschreibung für die Dienstleistungskette, einschließlich:
– Erfahrung des Dienstnutzers, Installation und Einweisung, Nutzung, Dienstverfügbarkeit, Reaktionsmaßnahmen, Zugangsmanagement;
– Vermarktung, Verkauf, Vermittlung, Überprüfung und Kündigung;
– Rechnungsstellung an den Kunden und Gebühreneinzug.
3. Gute Praxis der Dienstleistungserbringung: Qualitäts- und Risikomanagement, einschließlich Sicherheit, Privatsphäre (Datenschutz) und Anforderungen an die Infrastruktur.
Die Unabhängigkeit von Technologie und Organisationsstruktur stellt ein wichtiges Merkmal dieses Dokuments, des Servicemodells für Alarmsysteme in der sozialen Versorgung, dar.
Dieses Dokument enthält „Anforderungen“ und „Empfehlungen“. Die Anforderungen beschreiben die gute Praxis, die von allen Dienstleistern erzielt werden sollte, die das Modell dieses Dokuments anwenden. Die Empfehlungen beschreiben die gute Praxis, die europaweit nicht allgemein anerkannt ist und die Dienstleister möglicherweise in ihrem Modell umsetzen möchten.
Modèle de service de téléassistance
Model storitev za alarme socialne oskrbe
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-september-2020
Model storitev za alarme socialne oskrbe
Service model for social care alarms
Servicemodell für Alarmsysteme in der sozialen Versorgung
Modèle de service de téléassistance
Ta slovenski standard je istoveten z: CEN/TS 17470:2020
ICS:
03.080.30 Storitve za potrošnike Services for consumers
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
CEN/TS 17470
TECHNICAL SPECIFICATION
SPÉCIFICATION TECHNIQUE
May 2020
TECHNISCHE SPEZIFIKATION
ICS 03.080.30; 13.320
English Version
Service model for social care alarms
Modèle de service de téléassistance Servicemodell für Alarmsysteme in der sozialen
Versorgung
This Technical Specification (CEN/TS) was approved by CEN on 13 April 2020 for provisional application.
The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to
submit their comments, particularly on the question whether the CEN/TS can be converted into a European Standard.
CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS
available promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in
parallel to the CEN/TS) until the final decision about the possible conversion of the CEN/TS into an EN is reached.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 17470:2020 E
worldwide for CEN national Members.
Contents Page
European foreword . 4
Introduction . 5
1 Scope . 8
2 Normative references . 8
3 Terms and definitions . 8
4 Leadership and governance . 11
4.1 Leadership within the service chain . 11
4.1.1 Introduction and expected outcome of the process . 11
4.1.2 Requirements . 11
4.2 Privacy protection and data security . 11
4.2.1 Introduction and expected outcome of process . 11
4.2.2 Requirements . 12
4.2.3 Recommendations . 12
4.3 Service accessibility . 12
4.3.1 Introduction and expected outcome of the process . 12
4.3.2 Requirements . 13
5 Operations . 13
5.1 Acquiring alarm service . 13
5.1.1 Determine individual customer and service user needs . 13
5.1.2 Customer contracting . 15
5.1.3 Installation and activation of service . 15
5.2 Using the alarm service . 16
5.2.1 Raising an alarm . 16
5.2.2 Alarm call handling . 16
5.2.3 Responder Services . 17
5.2.4 Access management . 19
5.2.5 Customer billing and income collection . 19
5.2.6 Incident management . 20
5.3 Service user engagement . 20
5.3.1 Re-assessment of the service user needs . 20
5.3.2 Complaint management . 21
5.4 Service termination . 21
5.4.1 Introduction and expected outcome of the process . 21
5.4.2 Requirements . 22
6 Planning . 22
6.1 Service chain continuity and risk management . 22
6.1.1 Introduction and expected outcome of the process . 22
6.1.2 Requirements . 22
6.2 Service Development . 23
6.2.1 Introduction and expected outcome of the process . 23
6.2.2 Requirements . 23
6.2.3 Recommendations . 23
7 Support . 23
7.1 Staff and competency management . 23
7.1.1 Introduction and expected outcome of the process . 23
7.1.2 Requirements . 24
7.2 Asset Management . 24
7.2.1 Introduction and expected outcome of the process . 24
7.2.2 Requirements . 24
7.2.3 Recommendations . 25
7.3 Servicing hardware and software . 25
7.3.1 Introduction and expected outcome of the process . 25
7.3.2 Requirements . 25
7.4 Alarm receiving centre and environment . 26
7.4.1 Introduction. 26
7.4.2 Recommendations . 26
8 Performance evaluation and improvement . 26
8.1 Performance management and evaluation . 26
8.1.1 Introduction and expected outcome of the process . 26
8.1.2 Requirements . 26
Annex A (informative) Key Performance Indicators (KPIs) . 28
A.1 General . 28
A.2 Acquiring alarm service . 28
A.3 Determine individual customer and user needs . 28
A.4 Installation and activation of service . 28
A.5 Raising an alarm . 28
A.6 Alarm call handling . 28
A.7 Responder services . 29
A.8 Access management . 29
A.9 Customer billing and income collection . 29
A.10 Incident management . 30
A.11 Service continuity . 30
A.12 Complaint management . 30
A.13 Service user data accuracy . 30
A.14 Asset management . 30
Bibliography . 31
European foreword
This document (CEN/TS 17470:2020) has been prepared by Technical Committee CEN/TC 431 “Service
Chain for Social Care Alarms”, the secretariat of which is held by SIS.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such pate
...
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