811 Implementation Plan for Alberta FINAL – April 20, 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 Lara.Osterreicher@albertahealthservices.ca

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 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.

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 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.

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 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

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 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.

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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

Estimated Weekly Call Volumes

Month Call Volume

Day of Week

Jun 2015 - With 19% increase

Jul - Aug 2015 - With 10% increase

Month Call Volume Sunday 1,927 1,781

Monday 2,669 2,467

Tuesday 2,537 2,345

Jun 12 57,271

Jun 15* 68,152

Wednesday 2,470 2,284 Jul 12 61,727

Jul 15** 67,900

Thursday 2,416 2,234

Aug 12 60,403

Aug 15** 66,443

Friday 2,410 2,228 Sep 12 57,303

Sep 15 57,303

Saturday 1,919 1,774

Oct 12 67,725

Oct 15 67,725

Total 16,349 15,112 Nov 12 64,696

Nov 15 64,696

Note: Busiest hour occurs on Mondays between 10:00 -

11:00 with a peak volume of 217. Dec 12 66,826

Dec 15 66,826 Jan 13 71,850

Jan 16 71,850

Feb 13 61,148

Feb 16 61,148 Mar 13 63,710

Mar 16 63,710

Apr 13 61,531

Apr 16 61,531 May 13 59,234

May 16 59,234

Total 753,424

Total 776,518 *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).

**Reflects a 19% increase in calls offered.

**Reflects a 10% increase in calls offered.

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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 • Telus • Bell Canada • Bell Mobility • Mobilicity • Eastlink • Northwestel • MTS/Allstream

• Wind • Koodo • Distributel • Rogers • ISP Telecom • Iristel • TéliPhone Navigata Westel • Comwave

These TSPs will be ready for 811 implementation by June 1, 2015. 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. 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.

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 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 Lara.Osterreicher@albertahealthservices.ca IMPLEMENTATION SCHEDULE Activity Timeline AHS 811 Implementation Notice distribution November 6, 2014 811 initial meeting with TSPs December 4, 2014 Approval of 811 Implementation Plan by AHS and TSPs March 15, 2015 AHS meeting with TSPs to update TSPs and ensure preparations are in process for the soft launch

April 8, 2015

Soft launch May 6, 2015 Resolution of any issues arising from testing/soft launch May 31, 2015 Public launch of 811

• Includes public awareness campaign June 1, 2015

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.

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 2015

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Alberta Health Services 811 Implementation Plan FINAL – April 20, 2015

Appendix B

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InstructionsFor each AHS zone where you provide telecommunications service (see map),place at least one call to 811 from both a landline & a mobile service (if provided)

Identify which Health Link Centre you have reached.Record the results on the "results" tab.

Submitted the completed test results to Jeff Russell at jeff.russell2@albertahealthservices.cano later than May 1, 2015.

If you encounter any difficulties, please notify Jeff immediately.

Step one:Please specify whether you provide services in the following zones (yes or no)

Zone Land line servi Mobile ServiceZ1 South Z2 CalgaryZ3 CentralZ4 EdmontonZ5 North

Step two:For all zones where you provide service, fill in the following table.If you provide service on BOTH land line and mobile devices in a zone, please test using both.

Zone

Call made from land line or mobile device?

What city/town/ rural area was the call placed from?

Phone number used to make the call to Health Link

Did the call connect?

Which Health Link call centre did you reach? Date Time

Edmonton Land line Edmonton 7803426383 Yes Edmonton 10-Apr-15 10:15:00AM Example

MINUTES

Attendees: Lara Osterreicher (chair) Leanne Reeb Jeff Russell Mark Helmak Lynette Nissen Laurie Bowie Andy Brauer Sam Haigh Phil Goldsmith Francois Tessier Peter Heinemeyer Kim Brown Greg Howard Allan Jing Edward Antecol Bill Barsley Joan Roy Jane Li Michelle Preda Telesa Gaskell

Agenda Item Discussion Action

1. Welcome and Introductions Lara Osterreicher

Introductions were made for Alberta Health Services (AHS) staff in attendance: Lara Osterreicher – Director of Operations for Health Link Alberta and the Business Owner of the 811 Project Leanne Reeb – 811 Project Manager Jeff Russell - Senior Telecom Specialist, IT Chief Technician Lynette Nissen – IT Manager, Primary Care/Community Care Mark Helmak - IT Director, Primary Care/Community Care

2. Update on Planning for 811 Implementation

Lara Osterreicher

• Planning for soft launch in May with the public launch June 1, 2015, including a media event • Currently working with AHS to develop a collateral and marketing materials

3. 811 Implementation Plan All

AHS previously sent out the 811 Implementation Plan for Alberta draft and the updated N11 Notification & Implementation Guideline. Lara has received no feedback regarding the 811 Implementation Plan draft thus far. All telecom providers and AHS need to be in consensus with the implementation plan. There also needs to be a consensus on the soft launch date for the telecom providers. This is required by the CRTC. Wind Mobile had some questions and concerns: Q: How is Health Link Alberta (HLA) sure that mobile calls will be routed to the appropriate call centres? It is felt that a cell phone number won’t be able to give an accurate enough location of the caller. A: HLA has two call centres and both call centres are trained to manage the call even if the caller is calling from another area.

Q: Can a caller be transferred to another call centre if required? A: Yes a caller can be transferred to another call centre if required.

Q: What if the caller is in distress and needs 911 how will HLA know the appropriate location of the caller? A: HLA has mechanisms in place with 911 dispatch across the province for emergency situations no matter where in the province the caller is calling from

Telecom providers and AHS came to consensus on:

• Soft Launch date of Wednesday May 6, 2015 – will send out confirmation at least one week prior to Soft Launch date

• Public Launch will be June 1, 2015 • 811 Implementation Plan for Alberta draft – is now finalized with dates added as above and will be

811 Implementation Plan - FINAL - April 20

ACTION ITEM: Jeff Russell will connect with Wind Mobile regarding call routing options/ideas

Health Link Alberta 811 Implementation Meeting

April 8, 2015 0900-1000

Health Link Calgary Site Room 115 & Teleconference

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Health Link Alberta 811 Implementation Meeting 08-Apr-15

posted to CRTC website

4. Plans for TSP Testing & AHS Soft Launch

Jeff Russell

It was agreed that telecom providers will start testing on May 6th and are to send test results/documentation directly to Jeff Russell. jeff.russell2@albertahealthservices.ca AHS will start doing their own extensive testing starting May 11th, after the telecom providers have done their testing – will ensure that all regions of Alberta will be able to reach 811

Suggestion: • Provide a template with parameters for testing for the telecom providers

o Have a protocol for test calls and any additional information a telecom provider should ask while conducting the test calls

o Provide a code word or password so HLA staff know that the call is a test call

It was felt that a template with parameters was a great idea to ensure all testing is consistent by all telecom providers. AHS representatives felt that a code word or password was not required for their staff.

ACTION ITEM: Jeff Russell will create a template for call testing and distribute to TSPs

811_testplan - Leanne(1).xlsx

5. Next Steps/Future Meetings Lara Osterreicher

Next Steps: An email will be sent out that will include the minutes from this meeting, the finalized 811 Implementation Plan for Alberta, call testing template, and launch timelines (soft launch and public launch).

• Confirmed soft launch date of Wednesday May 6, 2015 • Confirmed Public launch of Monday June 1, 2015

Future Meetings: All agreed that further meetings of this group were not necessary. If significant issues are found during testing AHS will connect with the appropriate telecom provider individually. If you have questions or would like to communicate regarding testing, launch date, etc. please email Lara Osterreicher directly at Lara.Osterricher@albertahealthservices.ca

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