A parliamentary organisation has criticised successive governments for the handling of the ‘digital switchover’ away from the public switched telephone network (PSTN).
The Digital Communities All-Party Parliamentary Group (APPG) has published a report on the issue, Care to Connect, stating that the shortcomings could have a negative effect on telecare.
The digital switchover will involve telecommunications providers moving customers from the existing analogue landline network to new, upgraded fibre services.
This comes in response to the rapid deterioration of analogue lines, which is putting at risk millions of residents who rely on these connections, many of whom are elderly or have a disability and need additional support.
“Whilst there is a critical need to move away from the analogue network, and there are opportunities that come from fibre connections, the PSTN migration is not without risk,” the APPG’s report says.
“This risk is particularly focused on the millions of residents still connected to the PSTN and those reliant on telecare services. If they are not moved away from the old network, or accurately connected to the new line, they may be left isolated and unable to receive vital, life saving care and support.”
The digital switchover has been left to providers to manage and deliver. But the report argues that this approach “creates a complex landscape in what is a technical project with deeply personal repercussions”.
There have been repeated warnings about the possible effects of the switchover on telecare, such as from a group of city mayors in March of last year.
In response, the Government has taken action, including bringing network operators into a plan to protect telecare users, winning extensions in the deadlines for the change, and publishing a national action plan to protect telecare.
Other ministerial interventions include publication of the PSTN Charter and PSTN Checklist.
Despite these, the APPG report has called for the role of government to be “clearly defined in digital transformation projects”. This is particularly important when customer size, migration approach, technological solutions and timelines for migrations varies from provider to provider.
Evidence to the APPG investigation expressed concerns over proposed plans for a national telecare campaign (NTC) – to be funded by BT and Virgin Media O2 – which it understands is now delayed until the summer of this year.
Whilst the APPG says it supports the principal of a national campaign, it could be undermined by industry fragmentation, and witness evidence highlighted the critical need for buy-in and support from the voluntary and community sector to deliver an effective communication campaign.
Concerns were also raised about the overreliance of residents to self-identify as vulnerable throughout the PSTN migration; and about the potential risk of an increase in scam activity, which may worsen as a result of the national campaign.
The report says there should be more central coordination in managing the effects of the switchover on telecare. This would involve the Department for Science, Innovation and Technology and other departments supporting organisations such as the TEC Services Association and Local Government Association in providing support.
There should also be ringfenced funding to improve the capacity of dedicated digital teams in regional and strategic authorities to coordinate digital transformation and adoption.
Chair of the APPG and Liberal Democrat health spokesperson, Helen Morgan MP, said: “The APPG agreed to fast track an inquiry into the PSTN migration and shine a light on the risks associated.
“The digital switchover should be known and understood by every resident across the country to ensure the most vulnerable in our communities are protected.
“Successive governments have not provided leadership or coordination to this programme, and it is now time for this new government to correct course. The risk to life if residents are not safely migrated is real. A digital transformation project of this kind cannot be allowed to be led by industry operatives alone.
“Unfortunately, whilst a national campaign is essential, DSIT must urgently intervene to ensure coordination and provide clarity to the wider network of stakeholders. This will ensure the campaign has a strong ground-up approach to complement TV and radio adverts.”
