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Emergency response Case study – East Sussex Fire and Rescue Service


FOCUS


EAST SUSSEX Fire and Rescue Service (ESFRS) covers an area of 179,000 hectares and provides prevention, protection and response services for more than 800,000 people within East Sussex – including the City of Brighton & Hove. It is no exception to the challenge facing fire and rescue services needing to upgrade their IT with less resource. Its aim is to answer emergency calls within


five seconds, to mobilise a fire appliance in less than 120 seconds and arrive at life threatening incidents within eight minutes for 60% of calls and 13 minutes for 90% of calls. It therefore comes as no surprise that in a public service when time clearly matters, ICT systems need to work just as fast and effectively. ESFRS’s response depends on a solid ICT


infrastructure but, given its bold vision for the future, the service’s existing ICT infrastructure was holding it back. An urgent upgrade and innovative approach to ICT services was needed. ESFRS understood this need for change and showed a strong willingness to be at the forefront of technology. But it’s a big job and, as experts in FRSs not technology, it couldn’t do this alone. It recognised the benefits of using third


party expertise across the ICT sphere to support its transition into digital maturity; something which other FRSs are exploring too. The advantage is that, while the ICT service


provider delivers the enabling technology tools, these FRSs can concentrate on protecting the public and saving lives.


Digital transformation


ESFRS looked to telent Technology Services for help. As providers of technology and network services to mission critical systems in the public safety community, telent has been able to implement the digital transformation programme that the fire service urgently needed. As part of an ongoing ICT managed service project – covered by a seven year contract worth around £8.3m – ESFRS deployed a cloud based infrastructure, and consolidation of its existing IT environment to the cloud is continuing. Drawing on its experience of working with


emergency services customers, the team found ways to reduce costs and promote value, while ensuring governance, service quality and technical innovation. Its services cover the full spectrum of IT operations at ESFRS, from desktop support to frontline emergency mobilisation. First of all, the project established a target


operating model to map out how ESFRS could evolve using new technologies, enabling departmental and organisational efficiencies, and encouraging interoperability with other public sector partners. A catalogue of 130 ICT services was also created. This approach


Case study continues overleaf www.frmjournal.com MAY 2019 21


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