Intelligent CIO Europe Issue 61 - Page 65

CASE STUDY built on one common platform utilising Microsoft ’ s Dynamics 365 Customer Relationship Management ( CRM ) software . While other software solutions are available , including commercial off-the-shelf options , it was felt that these options may only achieve some of the required functionality . The decision to build a bestof-breed , configurable solution designed to deliver the business requirements identified at the start of the project , ensured the benefits were fully realised in terms of efficiency and effectiveness .
The solution is being implemented as three modules , the first is for site-specific risk information with information available to the crews on their Mobile Data Terminal ( MDT ) when attending incidents . The two other modules manage conducting fire inspections at business premises and undertaking home safety visits , with information directly entered by firefighters using tablet devices .
Continuous evolution
Importantly , the Telent team engage in regular performance reviews with ESFRS , sharing and analysing metrics against contracted service level agreements . In addition , a full consultant led review of the contract was conducted in 2021 . This was crucial in providing ESFRS with audited evidence of Telent ’ s performance .
Emergency Control room transition
As control rooms continue to look to consolidate in the future , Telent supported ESFRS with its move to a shared facility and conducted the safe decommissioning of its original control room . When organisations move control rooms , work around wrapping up professional services is undertaken . ESFRS ’ function was moved from a dedicated control room in Haywards Heath to the joint control room with Surrey and West Sussex Fire Services located in Surrey . The legacy control room needed to be decommissioned in March 2022 due to the level of sensitive information that it contained . As part of that , a full security check was also undertaken and any issues in the legacy systems were removed . A clean bill of health from an IT security point of view for the building was given before it was returned to its previous use . number of leading future Edge technologies and global leaders in the technology market are shared and will use industry experience to bring all of this together as specific innovation ideas for fire and rescue services and the wider blue light community .
Telent has helped transform ESFRS ’ technology infrastructure and delivered a seven-year fully managed ICT service . This includes supporting a roadmap to migrate business applications to Microsoft best practices , converting servers from physical to virtual and building an enterprise-class virtual infrastructure . As its dedicated partner , Telent has improved the end-user experience , enabled mobility and supported its headquarters relocation . It now delivers a range of IT services from a defined service catalogue to 850 users across ESFRS , allowing the in-house team to focus on supporting the wider organisation in the delivery of its long-term strategy .
“ After Telent was engaged to undertake the maintenance and support of our technology estate , and after a period of stabilisation , we have seen a significant reduction in IT incidents logged and a pleasing increase in reliability , with Telent continuing to successfully deliver against its SLAs ,” said Dawn Whittaker Chief Fire Officer and Chief Executive at ESFRS . “ ESFRS is investing in a major IT infrastructure refresh and new capabilities to support the business needs of our service and Telent continues to provide critical support to ensure we deliver efficiently , effectively and maximise digital and technological opportunities .” p
Conclusion
A greater strategic engagement will enable the further maturity of the partnership between ESFRS and Telent . To further support this , Strategic Engagement Workshops are scheduled throughout the remaining term of the contract with the aim to ensure the IT strategy aligns with the operational needs of ESFRS . They will ensure that Telent ’ s relationships with a
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