1. Bundled services for the elderly an implementation roadmap FITCE Conference 2008 London Jacques Aarts

2. Agenda Demand for bundled services Basic starting points Essential elements Implementation roadmap Current programs in the Netherlands FITCE Congress London 2008 Roadmap: services for the elderly 22 september 20082

3. Demand drivers Growing gap in care: –Increase of the number of retired people –Decrease of working force Improvement of working efficiency Support of self management Keeping up own lifestyle –Continue information & communication –Extending living at home –Mobility support 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 3

4. Demand of care services Safety, security, comfort, quality, affordability, menu defined, 7 x 24 hrs Alarm, burglar alarm, fire, individual Personal care, tele-care and care at home Facility services, logistics, catering services Multi Play, radio, tv, dual way video/voice connections, content, easy to use 22 september 2008 FITCE Congress London 2008 Roadmap: services for the elderly 4

5. Process- improvement Supply Chain Management Care services Target group Added value Accounting Customization Continuing improvement Technology FITCE Congress London 2008 Roadmap: services for the elderly Customized care services supply Professionals in Care Consumers 22 september 20085

6. Identifying basic starting points Composition of the optimal service bundle Identification of the business model Integration Financing Define measurable achievements (Town) district/community approach Availability of ICT competencies 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 6

7. 7 Framework for ICT business models SERVICE Value proposition Market segment TECHNOLOGY Required functionality FINANCE Costs/revenues allocation ORGANIZATION Design of Value chain SUPPLIER VALUE e.g. Revenues BUSINESS MODEL CUSTOMER VALUE e.g. Ease of use 22 september 2008

8. Integration of services, technologies, organizations Computer White goods Utilities/Care Civil works Brown goods Audio/Video CableInstallation Internet Who is taking the lead? Services 22 september 2008 FITCE Congress London 2008 Roadmap: services for the elderly 8

9. Supply chain management of care services CONSUMER SERVICES INTEGRATORSERVICES INTEGRATOR Care services Facility services MultiPlay services Needs ContractsOperations 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 9

10. Business model in Care: obstacles to overcome Integration of the sheer amount of supply driven products and services Lack of one single marketing director: balancing demand and supply 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 10

11. Essential elements Knowledge on customer needs Well defined vision, strategies, models and master plans Efficient financial structures Availability of ICT broadband services Common use of AAL based services Competence in building supply chain management 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 11

12. Roadmap: phased approach 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 12 Information gathering Definition of rules of engagement Project definition fase Execution fase Marketing and communication fase Common accepted information

13. Questions to be filled out… Which party will be director of the integrated services bundle? The involved parties, do they consider the project to be feasible? In that case which are the involved parties? In what way can project management structured? What financial resources can be allocated? What’s in it for each party? 22 september 2008 FITCE Congress London 2008 Roadmap: services for the elderly 13

14. Drawing up rules of engagement Common vision and strategy Parties involved including expected benefits and liabilities Agreements on roadmap/time- table/master plan Financial plan Communications/reporting structure 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly 14

15. Current programs in the Netherlands ICT innovation in the care sector ECP – electronic customer profiling Bundled services provider FITCE Congress London 2008 Roadmap: services for the elderly 22 september 200815

16. 16 Lessons learned …. Care is a growing market Menu based demand control Use of existing ICT infrastructure Use of existing (local) services Use of “proven technology” (standards) Low entry fees Standard co-operation agreements/ contracts QOS 22 september 2008FITCE Congress London 2008 Roadmap: services for the elderly

17. Questions? Bundled services for the elderly an implementation roadmap Thank you for your attention FITCE Conference 2008 London jacques.aarts@cencor.info