Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 811 Implementation Plan for Alberta DRAFT – March 3, 2015 Issued by: Alberta Health Services Contact: Lara Osterreicher Director of Operations, Health Link Alberta 10101 Southport Road, SW Calgary, Alberta T2W 3N2 Office: (403) 943‐1510 [email protected] 1 Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 INTRODUCTION There is a need for a clear and consistent N11 Implementation Plan to be implemented by the N11 Service Provider and all Telecommunications Service Providers (TSPs) operating in the affected region in order to ensure that all the network changes required for the new N11 Code are implemented in advance of the public launch date. The N11 Implementation Plan provides key milestones and completion dates for TSPs for use in developing their individual Network Implementation Plans. The N11 Implementation Plan addresses service description, desired geographic service area, call routing arrangements, calling volume estimates, evidence of approvals as necessary based on CRTC Decisions allocating the N11 Service Code, schedule for provisioning the N11 abbreviated dialing capability in all TSPs’ networks, the establishment of the N11 Service Provider’s information and operational support systems, the formulation of a system test plan (if necessary) prior to public launch of the N11 Code, and a consumer awareness program to be implemented by the N11 Service Provider. All Telecommunications Service Providers operating in the desired N11 service area have agreed to implement the N11 code routing by the target date identified in this N11 Implementation Plan. BACKGROUND This document outlines the plan for Alberta Health Services (AHS) implementation of the 811 dialing code for province‐wide access to non‐urgent health care and telephone triage services through Health Link Alberta (HLA). 811 Service Provider AHS is the provincial health authority responsible for planning and delivering health supports and services for more than four million adults and children living in Alberta. Its mission is to provide a patient‐focused, quality health system that is accessible and sustainable for all Albertans. AHS delivers non‐urgent health care and telephone triage services through HLA. Relevant Canadian Radio‐television and Telecommunications Decisions In 2005, the Canadian Radio‐television and Telecommunications Commission (CRTC) approved an application from Alberta Health and Wellness, on behalf of the provincial and territorial Deputy Ministers of Health, to assign the 811 dialing code for non‐commercial use across Canada for access to non‐urgent health care telephone triage services. As outlined in the CRTC decision 2005‐39, the implementation of 811 requires written approval from the Deputy Minister of Health, and this has been obtained (see Appendix A). In Telecom Decision 2012‐167, the CRTC denied a request by the Canadian Common Ground Alliance to broaden the use of the 8‐1‐1 dialing code to include access to an underground infrastructure locate service in conjunction with its current use for non‐emergency telehealth triage service. 2 | P a g e Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 Based on these two decisions, and in an effort to enhance Albertans’ access to non‐urgent health information and telephone triage services, AHS is pleased to proceed with the implementation of 811, which will ultimately replace the current ten‐digit local and toll‐free numbers that currently provide access to HLA. As outlined in the CRTC decision 2005‐39, the implementation of 811 requires written approval from the Deputy Minister of Health, and this has been obtained (see Appendix A). SERVICE DESCRIPTION HLA is a province‐wide program operated by AHS. Health Link launched in Edmonton in 2000, and a second Health Link site was established in Calgary in 2002. The two centres worked collaboratively to develop a provincial service which began serving all Albertans in June 2003. HLA provides clinical services, navigation services, and online content support. Access to non‐
urgent health care and telephone triage services are provided 24 hours a day, 7 days a week, through two geographically separated contact centres located in Edmonton and Calgary, with identical equipment and capabilities at each location. HLA services are provided by over 400 skilled registered nurses, information & referral specialists, tobacco counsellors, and central access agents supported by an operations support and management team. The specific services and volumes of activity (where available) are illustrated in the following diagram. 3 | P a g e Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 Currently, HLA is accessible through three telephone numbers: a local Edmonton number, a local Calgary number, and a toll‐free number. The planned implementation of the 811 dialing code will improve public awareness of and access to the services provided through HLA. Telephony services at HLA are provided by an Avaya CS1000SG PBX and the Avaya Aura Contact Centre Manager (CCM) system. The systems are running version 7.5 of their respective software release. The Avaya CS1000 & Avaya CCM are a collection of server based software components that addresses the requirements of the HLA contact centre environments. The Avaya CS1000SG PBX provides basic telephony services, including voice services to desk phones and connectivity to the public switched telephone network. The Avaya CCM delivers contact management capabilities with up‐to‐date communications technologies: • Advanced skill‐based routing ensures individual contact treatment and connects callers with an agent who is most qualified to serve the caller. • Extensive real‐time and historical reporting tools, enable meaningful reports managers use to improve efficiency and productivity. • All calls are recorded using the Telstrat Engage call recording system to ensure the highest quality and accuracy of service is provided to callers. • Support for multiple platforms such as Time Division Multiplexing (TDM), Internet Protocol (IP), and Session Initiation Protocol (SIP) to enable a full range of functionality covering inbound and outbound voice, and multimedia contact support (e‐mail messages, voice mail, Web chat, text messaging, Short Message Service (SMS) and document transmission). HLA is not currently using the expanded multi‐media suite of functionality of the software. • Support for geographic redundancy solutions minimizes chances of failure, to provide maximum assurance of business continuity. HLA is staffed 24 hours a day, 365 days a year. In the event an agent is not immediately available, a message greets callers. This message includes direction to hang up and dial 911 if the call is an emergency. If callers require 911 in the course of a call with HLA, they are asked to hang up and dial 911 themselves. If the caller is at risk for not completing the call, HLA will warm transfer the call directly to ambulance dispatch. N11 SERVICE AREA The 811 service will be available throughout the geographical boundaries of the province of Alberta (see Appendix B). CALL ROUTING ARRANGEMENTS Telecommunications service providers will route 811 calls placed in the 780, 403, and 587 exchange areas to the HLA toll‐free number (1‐844‐540‐5811). These calls will be evaluated based on their origination, and the current toll‐free NPA/NXX routing table will be used to 4 | P a g e Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 determine whether the Edmonton or Calgary contact centre will receive the call. The two contact centres are located and currently accessed at: Health Link Alberta – Edmonton contact centre Plaza 124 5th Floor, 10216 – 124 Street Edmonton, AB T5N 4A3 1‐866‐408‐5465 (LINK) 780‐408‐5465 (LINK) Health Link Alberta – Calgary contact centre 10201 Southport Road SW Calgary, AB T2W 3N2 1‐866‐408‐5465 (LINK) 403‐943‐5465 (LINK) Contact centre staff are trained to manage calls from anywhere in the province, therefore any misrouted calls will be managed by the contact centre that receives the call. If in special circumstances, a call is determined to be best handled by the other centre, the call will be transferred directly to the supervisor to be managed. As calls are forwarded to a toll‐free number, there are no long distance charges to callers to 811. The current local and toll‐free numbers used to access HLA will be kept active for at least two years following the implementation of 811. At that time, consideration will be given to retiring these numbers; however the decision to retire the current numbers would require AHS to address relevant issues, such as:  access for the community of Fort Fitzgerald, which is in the telephone service area of the Northwest Territories,  access in or near border communities such as Lloydminster, and  access for individuals who use telephone services provided by certain VOIP providers.
5 | P a g e Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 CALL VOLUME ESTIMATES Alberta’s population as of January 1, 2014 was 4,082,571 people. As an existing provincial service, a high volume of calls are already being received and managed at HLA (see baseline data below). It is anticipated that call volumes will surge around the time of 811 implementation as a result of marketing efforts to inform the public about 811. The province of Saskatchewan implemented 811 in 2013, and engaged in increased marketing for a three month period. Call volumes increased by 19% over baseline in the first month, and were an estimated 10% over baseline in the next two months. When active marketing ceased, call volumes returned to baseline levels. Using the Saskatchewan experience, the estimates below indicate the maximum call volumes that could be expected when launching 811 in Alberta. Monthly Call Volumes June 2012 - May
2013* (Actual)
Estimated Monthly Call
Volumes
Month
Month
Jun 12
Jul 12
Aug 12
Sep 12
Oct 12
Nov 12
Dec 12
Jan 13
Feb 13
Mar 13
Apr 13
May 13
Total
Call Volume
Call Volume
57,271
61,727
60,403
57,303
67,725
64,696
66,826
71,850
61,148
63,710
61,531
59,234
753,424
*June 2012 – May 2013 was chosen as the baseline as it displays a typical 12 month period in terms of call volume. There were no unusual spikes in any given month that would overestimate the amount of calls offered. The figures also reflect the expected increase in volumes during the flu campaign months (October – March). Jun 15*
Jul 15**
Aug 15**
Sep 15
Oct 15
Nov 15
Dec 15
Jan 16
Feb 16
Mar 16
Apr 16
May 16
Total
68,152
67,900
66,443
57,303
67,725
64,696
66,826
71,850
61,148
63,710
61,531
59,234
776,518
Estimated Weekly Call Volumes
Day of
Jun 2015 - With
Jul - Aug 2015 Week
19% increase
With 10% increase
Sunday
1,927
1,781
Monday
2,669
2,467
Tuesday
2,537
2,345
Wednesday
2,470
2,284
Thursday
2,416
2,234
Friday
2,410
2,228
Saturday
1,919
1,774
Total
16,349
15,112
Note: Busiest hour occurs on Mondays between 10:00 11:00 with a peak volume of 217.
**Reflects a 19% increase in calls offered. **Reflects a 10% increase in calls offered. 6 Alberta Health Services 811 Implementation Plan DRAFT ‐ March 3, 2015 N11 SERVICE PROVIDER’S INFORMATION & OPERATIONAL SUPPORT SYSTEMS HLA has been delivering non‐urgent health triage services for the province of Alberta for nearly 12 years. The implementation of 811 will provide enhanced access to these services. Other than a new target queue to track 811 calls, HLA does not require any significant changes in operations. All systems, staffing, and other resources are already in place to ensure successful implementation of 811. PUBLIC AWARENESS CAMPAIGN AHS will implement a public awareness campaign to raise awareness of 811 as the new dialing code to access Health Link Alberta. The public awareness campaign will include a public launch event with media attendance, purchased advertisements and/or public service announcements in various media (e.g. newspapers, radio, television, internet, billboards), and a targeted campaign to raise awareness of 811 among physicians and health care providers who may refer clients to HLA. GOVERNMENT RELATIONS AHS is working closely with Alberta Health through the 811 implementation process. This will ensure appropriate notification of provincial government officials. Municipal and/or federal government officials will also be informed of the 811 implementation as appropriate. Relevant government officials will be invited to participate in the 811 public launch event. TELECOMMUNICATIONS SERVICE PROVIDERS The following TSPs are operating in the province of Alberta and have been engaged in the development of this Implementation Plan:  Shaw Communications  Wind  Telus  Koodo  Bell Canada  Distributel  Bell Mobility  Rogers  Mobilicity  ISP Telecom  Eastlink  Iristel  Northwestel  TéliPhone Navigata Westel  MTS/Allstream  Comwave These TSPs will be ready for 811 implementation by June 1, 2015 (actual implementation date is still pending confirmation). They are required to route 811 calls to HLA to a toll‐free number (1‐844‐540‐5811). These calls will be evaluated based on their origination, and the current toll‐
free NPA/NXX routing table will be used to determine whether the Edmonton or Calgary contact centre will receive the call. As calls are forwarded to a toll‐free number, there are no long distance charges to callers to 811. 7 Alberta Health Services 811 Implementation Plan March 3, 2015 TEST PLAN All TSPs are expected to formulate a test plan and make modifications to their networks as necessary, in order to ensure all 811 calls placed on their network in the 780, 403, and 587 exchange areas terminate on 1‐844‐540‐5811 by June 1, 2015. Should any issues arise that may impact readiness to implement 811 according to this schedule, TSPs are expected to notify the AHS contact: Lara Osterreicher Director of Operations, Health Link Alberta 10101 Southport Road, SW Calgary, Alberta T2W 3N2 Office: (403) 943‐1510 [email protected] IMPLEMENTATION SCHEDULE Activity AHS 811 Implementation Notice distribution 811 initial meeting with TSPs Approval of 811 Implementation Plan by AHS and TSPs AHS meeting with TSPs to update TSPs and ensure preparations are in process for the soft launch AHS meeting with TSPs to initiate testing/soft launch Resolution of any issues arising from testing/soft launch Public launch of 811  Includes public awareness campaign Timeline November 6, 2014 December 4, 2014 March 15, 2015 April 8, 2015 Early May 2015 May 31, 2015 June 2015 (date tbd) Confidentiality Please note that information about the implementation of 811 to access services through Health Link Alberta is to be kept confidential until after the formal AHS announcement/news release the day of the public launch. A media event is anticipated, with high volume of uptake immediately following the announcement. ATTACHMENTS Appendix A: Approval by Deputy Minister of Alberta Health Appendix B: Map of the Province of Alberta showing 403/780/587 exchange areas. 8 | P a g e Alberta Health Services 811 Implementation Plan March 3, 2015 9 | P a g e Alberta Health Services 811 Implementation Plan March 3, 2015 Appendix B 10 | P a g e Alberta 811 Implementation Meeting
December 4, 2014
1300-1400
Health Link Calgary Site Room 115 & Teleconference
MINUTES
Attendees: Lara Osterreicher (chair) Scott Sorenson Marlo Gelito Agenda Item Leanne Reeb
Sunny Tung
Rob Dick
Jeff Russell
Dany Beaudoin
Sam Haigh
Mark Helmak
Peter Heinemeyer
Denis Michaud
Laurie Bowie
Allan Jing
Phil Goldsmith
Graham Legeyt
Jean Michel Dupuis
Kim Brown
Discussion
Introductions of AHS participants were made:
1. Welcome and Introductions  Lara Osterreicher ‐ Director of Operations, Health Link Alberta and the Service Owner of 811 Lara Osterreicher  Leanne Reeb – Director supporting Lara with the planning of the 811 Implementation  Jeff Russell – Alberta Health Services Senior Telecom Specialist All telecommunications providers also introduced themselves Lara provided background information about Health Link Alberta (HLA) as outlined in the 811 Implementation 2. Overview and Rationale for 811 Notice: Implementation  This service was created in 2000 and became a provincial service in 2003 Lara Osterreicher  There are two sites: o Calgary site services the Calgary and South zones (everything south of approximately Didsbury) o Edmonton site services the Edmonton, Central, and North zones (everything north of approximately Didsbury)  NPA/NXX Table is located at the central Telus offices which directs calls to the appropriate site (Calgary or Edmonton)  HLA is accessed through local phone numbers in Calgary and Edmonton, and a 1‐800 number that covers the whole province  Health Link Alberta provides a number of services including: nurse triage of non‐urgent health symptoms, information and referral services (e.g. where can I find a physiotherapist, etc.), tobacco counsellors, and central access agents (only available in Edmonton)  Other services such as Mental Health and Support for Parents with newborns are also operated by Health Link Alberta, but have separate phone numbers and will not be covered by 811 811 Implementation Plan:  Lara summarized key points from the Implementation Notice  AHS intends to employ 811 as a strategy to give all Albertans one phone number that is easy to remember and will provide access to non‐urgent health care services  The CRTC has designated 811 for the provision of non‐urgent health care services, and 811 has already been implemented in several jurisdictions across Canada  Call volume estimates in the Implementation Notice are based on data from the implementation of 811 in Saskatchewan in 2013 Andy Brauer
Pierre Tam
Jane Li
Action
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HLA does not anticipate a significant long‐term increase in call volume; however will be staffing to accommodate expected surges in call volume in the short term.  All telecommunications service providers will route 811 calls for HLA to a new toll‐free number (1‐844‐
540‐5811) HLA would like to plan the 811 soft launch for early May 2015 to facilitate testing of call routing. The public launch is planned for June 2015, which will include an active marketing campaign. Please refer to the 811 Implementation Notice for more detailed information 811 Notification November 6 2014 v2
3. Feedback on the 811 Implementation Notice Lara reported that AHS has received feedback that HLA should keep the existing toll‐free number to ensure  Will share the Q & A will access for border communities (e.g. Lloydminster), communities served by telecom providers in other attendees and everyone provinces/ territories (e.g. Fort McKay), individuals from Alberta that wish to reach HLA while travelling out of who is on the All province, or individuals visiting Alberta using a cell phone from outside the province. distribution list A number of questions were addressed: Q: Will there be a local equivalent to the 1‐800 number? A: No, telecom providers are to route 811 calls to the 1‐844 number. The 1‐844 number will be managed through the Telus Central Office where an npa‐nxx table will determine call routing to the to the appropriate call centre (Edmonton or Calgary). Q: How will this be achieved if a caller is using a cell phone? A: Caller ID will be used to route each wireless call to the appropriate contact centre. All wireless calls will be routed to where their wireless device is located (e.g. a caller with a cell phone from Montreal will be routed to Alberta’s 811, if the call is being placed from Alberta). Q: What about roaming charges to wireless customers? A: 811 is an non‐essential service, therefore roaming charges would be the same as any other call the customer makes and can be charged to the customer Q: If a customer is using a prepaid phone and has no funds on the phone, will the call to 811 connect? A: No. 811 is not an urgent service that must be connected in any event (like 911) Telecommunications providers did not report any concerns with the technical implementation of 811 or the proposed timeline. It was reported that the telephony work required is straight forward without any barriers identified. 4. Development Of A Consensus 811 Implementation Plan The CRTC Guidelines suggest that the 811 service provider (AHS)
 Establish an N11 Implementation committee where feedback can be provided on the development of an Implementation Plan, and All  Establish a communication process It was agreed that AHS will develop the Implementation Plan and that telecommunications providers will provide input and feedback via email. It is not anticipated that the Implementation Plan will differ significantly from the Implementation Notice.  Once complete will send out to the telecom company representatives Page2of3
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Lara stated that the details of the public launch are not yet confirmed, but the Minister of Health may be involved The 811 implementation is to remain confidential to the public until the official launch date in June Future meetings will be adhoc and invitations will be extended to all parties on the distribution list:
 Meeting in early April after the new 1‐844 number is activated, to remind telecommunications Lara Osterreicher providers of the need for final technical work and to prepare for the soft launch/testing  Meeting in early May to initiate testing/soft launch  Meeting after the testing period (if required) to address any issues prior to the public launch AHS will keep telecommunications providers updated through email Lara thanked members for attending and invited any participants to contact her if there are questions or concerns. 5. Future Meetings Page3of3
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