Tyne and Wear Fire Service advances with new control room communications project

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Tyne and Wear to adopt advanced technology for emergency responses

The Tyne and Wear Fire and Rescue Service (TWFRS) is progressing on a newly approved Control Room Mobilising and Resource Management System, expected to improve emergency response capabilities and enhance safety for residents across the Tyne and Wear region.

As reported by the Tyne and Wear Fire and Rescue Service, the project, initially approved in March 2024, includes integrating advanced technology to replace the current fire control system, which has operated successfully for a decade.

Awarded to Motorola Solutions UK Ltd, the new system is designed to streamline workflows and enhance operational capabilities during emergencies.

New control room system aligns with community safety plan

The updated system forms a key component of the TWFRS Community Risk Management Plan (CRMP) 2024-2027, approved earlier this year by the Tyne and Wear Fire Authority.

This plan outlines the Fire Authority’s commitment to ongoing improvement in emergency response efficiency, as well as meeting the evolving risks faced by communities and firefighters.

On 28 October, Tyne and Wear Fire Authority members reviewed the project’s progress, which includes upgrades to the 999 telephone line, a mobilising solution, station-end equipment, appliance data terminals, and the control room itself.

Local leadership highlights technology’s role in safety

Councillor Phil Tye, Chair of the Tyne and Wear Fire and Rescue Authority, commented on the project’s advancements: “The Fire Authority commended the report outlining the impressive progress in implementing the Fire Service’s new communications system, a crucial enhancement aimed at protecting residents and advancing firefighter safety.”

He noted that Tyne and Wear’s rapid response times are recognised nationwide, with this system supporting that commitment to community safety.

System upgrade to support real-time incident response

Phil Clark, Area Manager for Mobilising and Digital Transformation at TWFRS, shared insights into how the new system will improve on-the-ground safety: “This project will position Tyne and Wear at the forefront of technology and promises to be a vital asset in enhancing safety and responsiveness.”

Clark explained that the system will also enable direct video streaming from emergency callers’ mobile phones, allowing TWFRS to gain real-time visuals of incidents to better assess situations and provide targeted support.

Tyne and Wear Fire Service unveils advanced emergency response system: Summary

Tyne and Wear Fire and Rescue Service (TWFRS) is progressing on the Control Room Mobilising and Resource Management System to enhance emergency response and community safety.

Approved in March 2024, this project, managed by Motorola Solutions UK Ltd, replaces the current fire control system.

It includes updates in phone line connections, control room solutions, and data terminals for emergency vehicles.

Integrated within the 2024-2027 Community Risk Management Plan, this system represents TWFRS’s commitment to ongoing improvements in emergency response.

The project is expected to be operational by winter 2025, with local leaders emphasising the importance of the system in maintaining the region’s rapid response reputation and enabling real-time video assessments from emergency scenes.

Leicestershire Fire and Rescue introduces advanced 999 call handling platform

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New 999 call handling platform enhances emergency response

Leicestershire Fire and Rescue Service (LFRS) has launched a new 999 call handling and mobilisation system.

This system, which became operational on 10 October at 10:00, was developed over 16 months and aims to improve the Service’s ability to respond to emergency calls across Leicester, Leicestershire, and Rutland.

The system, provided by Motorola Solutions, allows for faster and more accurate resource dispatch.

Within seven minutes of its activation, LFRS successfully managed its first 999 call using the new system.

Chief Fire and Rescue Officer Callum Faint said: “This marks a significant milestone for Leicestershire Fire and Rescue Service.

These systems are arguably the most critical to any emergency service, as even the smallest error could have significant consequences for our community.”

Motorola Solutions partners with LFRS

Motorola Solutions has been instrumental in delivering the new system.

Fergus Mayne, UK and Ireland country manager at Motorola Solutions, emphasised the system’s role in enhancing communication and collaboration, particularly in high-pressure situations.

He said: “When every second counts, the centralised control room for Leicestershire Fire and Rescue Service will enable greater operational efficiency and more effective emergency response.”

The system aligns with the Joint Emergency Services Interoperability Principles (JESIP) framework, improving coordination with partner agencies.

This enhances LFRS’s capability to work with other emergency services during critical incidents.

Real-time data collection improves situational awareness

The new system is designed to gather real-time data, improving the situational awareness of control room operators.

It enables faster decision-making during emergencies, allowing for better coordination of resources.

The system also includes a VideoManager feature that securely stores and manages data.

This function is especially useful when multiple incidents occur simultaneously, ensuring smooth communication and collaboration between services.

Chief Fire and Rescue Officer Faint noted: “Our Control Room is the backbone of our emergency response operations.

“The ability to gather critical information quickly and relay it to our teams on the ground is essential for safeguarding both the public and our crews.”

Future of emergency response with advanced technology

The successful launch of the new call handling and mobilisation system reflects LFRS’s commitment to improving its emergency response capabilities.

The system provides better coordination during emergency situations, allowing for a more efficient flow of information between control rooms and operational crews on the ground.

Its design supports the Service’s goal of achieving ‘Safer People, Safer Places’ in the regions it serves.

The project was delivered on a tight schedule, and Chief Faint expressed gratitude to everyone involved, recognising their solution-focused approach.

He said: “The switch has been a complete success so far and a positive step forward for us and our purpose of ‘Safer People, Safer Places.’”

Leicestershire Fire and Rescue introduces advanced 999 call handling platform: Summary

Leicestershire Fire and Rescue Service (LFRS) has introduced a new 999 call handling and mobilisation system, which went live on 10 October 2024.

Supplied by Motorola Solutions, the system enhances LFRS’s ability to handle emergency calls and dispatch resources efficiently across Leicester, Leicestershire, and Rutland.

The system was developed over 16 months and integrates real-time data collection and video management features, improving situational awareness and collaboration with partner agencies.

It aligns with the Joint Emergency Services Interoperability Principles (JESIP) framework to ensure smooth coordination during high-demand periods.

Chief Fire and Rescue Officer Callum Faint praised the system as a crucial component of the Service’s emergency response operations.

Tyne and Wear Fire and Rescue Service upgrades control room technology in the UK

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Tyne and Wear Fire and Rescue Service deploys new cloud-hosted system

Tyne and Wear Fire and Rescue Service has announced the implementation of a cloud-hosted Control Room Solution (CRS) developed by Motorola Solutions.

The new system is expected to improve emergency response capabilities through enhanced digitalisation and streamlined workflows.

As reported by Tyne and Wear Fire and Rescue Service, this update will assist in managing critical situations such as flooding and wildfires, both of which have increased in frequency across the UK in recent years.

Benefits of digital transformation for emergency response

Phil Clark, Area Manager for mobilising and digital transformation at Tyne and Wear Fire and Rescue Service, said the investment would help the service continue its mission of creating safer communities.

He stated: “We are amongst the fastest responding fire and rescue services in the UK for dwelling fires with an average response time of 5 minutes 58 seconds.”

Clark added that the new system will also enable other fire and rescue services to join in, allowing for seamless information sharing and enhanced cooperation during joint operations.

Unified communications through Motorola’s platform

The cloud-hosted CRS includes Motorola Solutions’ CommandCentral Evidence software, which will allow for secure handling of control room voice recordings and the unification of critical communications in a single platform.

This integration will provide Tyne and Wear Fire and Rescue Service with the ability to respond more efficiently to a variety of incidents, ranging from fires to road traffic collisions and civil emergencies.

According to Fergus Mayne, UK  and Ireland country manager at Motorola Solutions, the CRS offers “an intuitive and unified response system that integrates all communications into one efficient and resilient work environment.”

The browser-based platform also allows staff to access the control room remotely, ensuring flexibility in operations.

Community impact and operational vision

The service operates 17 community fire stations across Northeast England, serving over 1.1 million people daily.

In addition to emergency responses, the service delivers fire safety advice to residents and businesses, and carries out various rescue operations including water and structural rescues.

Area Manager Clark emphasised the importance of the new technology in achieving their operational goals: “Our relationship with Motorola Solutions will enable us to realise and deliver our operational vision, which will ultimately help to save lives.”

Tyne and Wear Fire and Rescue Service upgrades control room technology in the UK: Summary

Tyne and Wear Fire and Rescue Service has implemented a cloud-hosted Control Room Solution (CRS) from Motorola Solutions, aimed at enhancing emergency response capabilities.

The system integrates digital workflows and unifies communications, enabling faster responses to incidents such as fires, floods, and road traffic collisions.

The service, which operates 17 fire stations in Northeast England, will also offer other fire and rescue services the opportunity to join the new system.

Phil Clark, Area Manager, highlighted the system’s role in improving scalability and cooperation during joint operations.

Motorola Solutions’ software will allow secure handling of communications, accessible remotely via a browser-based platform, ensuring flexibility in emergency management.

HM Coastguard’s new £175 million communications network goes live, enhancing emergency response

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£175 million network connects UK coastline for coastguard emergency response

A £175 million communications network connecting 163 remote radio sites across 11,000 miles of UK coastline is now operational.

This project, part of the Maritime and Coastguard Agency’s (MCA) Radio Network Infrastructure Replacement Programme, ensures that His Majesty’s Coastguard (HM Coastguard) can maintain effective emergency response operations for thousands of distress calls from UK waters.

The project includes the installation of over 1,220km of new infrastructure, delivered by Telent, HM Coastguard’s technology partner, with the network spanning the Shetland Islands to the Isles of Scilly.

The new network represents one of the UK’s largest private broadband systems.

Telent began the first installations of this network in December 2020 after securing a ten-year contract with the MCA earlier that year.

The new system combines full-fibre and microwave technology, which is expected to improve the resilience and reliability of HM Coastguard’s search and rescue efforts.

According to Telent CEO Jo Gretton: “The reliable digital connection and the improved resilience provided by the new network will aid HM Coastguard’s life-saving search and rescue operations for years to come with Telent on hand to provide its critical expertise.”

Expansion of the coastguard’s digital capability

The newly upgraded network lays the foundation for future technological advancements and new projects for the MCA.

Telent’s collaboration with the MCA began in 2010 and has strengthened over time, moving from maintaining radio equipment at remote sites to implementing a nationwide full-fibre infrastructure.

Gretton noted: “The new network provides a firm foundation for the MCA’s potential future and new technology services and projects that only the high performance of a full-fibre network can support.”

The project involved a substantial technical upgrade, which enhances not only connectivity but also the overall bandwidth, security, and reliability of the network.

The transition from older systems to this fully modernised network represents a critical improvement for the MCA’s ability to respond to emergencies more effectively across the UK coastline.

Lee-on-the-Solent, Crystal Palace, Humber, Bridlington, and Brighton Marina were among the first sites to switch to the new system.

Nationwide impact on coastguard operations

The 163 connected radio sites cover the entire UK coastline, ensuring support for HM Coastguard operations in Scotland, Northern Ireland, Wales, and England.

HM Coastguard Assistant Chief Coastguard Matthew Leat stated: “The national radio network is integral in supporting our mission of preventing the loss of life on the coast and at sea, enhancing our ability to respond to emergencies across the UK.”

Telent’s role does not end with the network’s completion.

The company is now responsible for managing the end-to-end performance of the system, monitoring and conducting maintenance to ensure that the network remains operational at full capacity.

These efforts are part of a fully managed service that includes technical updates and the resolution of any issues that may arise.

Telent’s long-term commitment to maintaining coastguard network

As part of the long-term contract with the MCA, Telent will provide continued support through regular maintenance, system updates, and management of the network’s performance.

The company’s involvement in this project is expected to contribute to the resilience of HM Coastguard’s operations for many years.

The improved performance and reliability of the network, as reported by Telent, is designed to support the future needs of the MCA, including potential expansion into new services or projects.

With the network now fully operational, HM Coastguard will benefit from enhanced communication capabilities, ensuring faster response times and better coordination across its operations.

The future-proof infrastructure will support ongoing advancements in technology and operational requirements as the MCA continues to work towards its mission of protecting life at sea.

HM Coastguard’s £175 million communications network goes live: Summary

A new £175 million communications network connecting 163 remote radio sites across the UK’s 11,000-mile coastline has become operational, enhancing HM Coastguard’s emergency response capabilities.

Telent, the technology partner for the project, secured a ten-year contract to deliver this network, which includes over 1,220km of new infrastructure and spans from the Shetland Islands to the Isles of Scilly.

The network integrates full-fibre and microwave technology, providing improved resilience, performance, and security for HM Coastguard’s search and rescue operations.

Telent will continue to manage and maintain the system as part of the contract.

“BT fell woefully short of its responsibilities”: Ofcom fines BT for emergency call handling failure

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Network fault leads to BT fine

BT has been fined £17.5 million by Ofcom for its inadequate response to a major failure of its emergency call handling service in June last year.

The network fault disrupted BT’s ability to connect 999 and 112 calls in the UK, affecting nearly 14,000 call attempts from over 12,000 callers between 06:24 and 16:56 on 25 June 2023.

The issue, originating from a configuration error in a server file, caused call handling agents’ systems to restart, resulting in dropped calls and agents being logged out.

BT’s initial switch to its disaster recovery platform failed due to poorly documented instructions and team unfamiliarity, leading to a total system outage.

Ofcom’s investigation and findings

Following the incident, Ofcom launched an investigation on 28 June 2023 to determine if BT had failed to comply with its legal duties.

The findings revealed that BT lacked sufficient warning systems and proper procedures to assess and mitigate the impact of such incidents.

The disaster recovery platform also had insufficient capacity to handle the expected demand.

Ofcom’s Director of Enforcement, Suzanne Cater, stated: “Being able to contact the emergency services can mean the difference between life and death, so in the event of any disruption to their networks, providers must be ready to respond quickly and effectively.

In this case, BT fell woefully short of its responsibilities and was ill-prepared to deal with such a large-scale outage, putting its customers at unacceptable risk.”

Impact on deaf and speech-impaired users

The network fault also affected BT’s text relay services, preventing people with hearing and speech difficulties from making any calls, including those to emergency services.

This raised significant concerns about the increased risk of harm to deaf and speech-impaired users during the outage.

Despite no confirmed reports of serious harm from emergency authorities, Ofcom imposed the fine due to the potential severity of the incident.

Ofcom considered the seriousness, duration, and potential harm of the failure, as well as the steps BT has taken to remedy the issues, including fixing the error, improving fault monitoring and the disaster recovery platform, and documenting a clear process for switching to it.

Telent secures three-year extension for North West 200 communications infrastructure

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Telent continues partnership with North West 200

Event organisers, media broadcast outlets, on-site emergency services personnel and visitors will all continue to have access to reliable connectivity at the largest outdoor sporting event in Ireland for the next three years.

As reported by Telent, the contract extension was awarded to Telent to provide the voice and data communications infrastructure for the North West 200.

Their successful collaboration is set to span two decades.

This year’s motorcycle road race took place from May 6-11, 2024, attracting more than 150,000 visitors and streamed to millions worldwide every year.

Telent installed the equipment at various points around the race circuit and had a team of ten staff on-site to support the event, addressing any additional requirements or potential technical incidents.

Comprehensive technical solutions provided by Telent

Telent delivered the telephony, radio voice communications, timing infrastructure, race clocks and timing screens.

They also provided the off-site TV production company, which livestreamed the event, with a “fibre to the camera” solution.

This included cabling to cameras, radio communications from the off-site producer to the cameramen and commentators via Digital Mobile Radio (DMR) communications, and 4G SIM-based back-up backhaul.

Jo Gretton, CEO at Telent, said: “We are delighted to have secured a three-year extension with North West 200, building on our success together and supporting its technical requirements for the past 18 years.

“Telent plays a crucial role as a trusted partner in supporting critical digital infrastructure, and at this year’s race, I was one of the 150,000 fans in attendance, benefitting from the reliable communications the event had to offer.”

Annual transformation of the greenfield site

The greenfield site is transformed annually into a racetrack, with all communications equipment installed as part of the set-up and removed after the event.

The technical solutions included IP microwave link deployment, IPTV solutions for timing and BBC video distribution, Cisco switch infrastructure, provision of spectator LED screens and messaging, DMR solutions, analogue radio-controlled red lights, IP telephony and safety camera solutions.

Mervyn Whyte MBE, Event Director at North West 200, said: “As we welcomed hundreds of thousands of fans across the globe to this year’s event, a cutting-edge network that promises seamless connectivity, live-streaming and communications is as critical as ever. Telent’s continued support once again proved to be crucial.”

IFSJ comment

The extension of Telent’s contract to provide communications infrastructure for the North West 200 highlights the importance of reliable and robust connectivity at major sporting events.

This partnership, now extending into its second decade, ensures that the event can accommodate the technological demands of organisers, media, emergency services, and visitors alike.

Telent’s role in installing and maintaining the necessary equipment underscores the complexity and scale of providing such services at a large outdoor event.

The annual transformation of the greenfield site into a fully functional racetrack with integrated communication solutions demonstrates the critical role that digital infrastructure plays in modern event management.

Avon Fire and Rescue Service adopts new Resource Management system

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In a recent announcement, Avon Fire and Rescue Service has embarked on a technology advancement programme powered by Infographics.

This initiative aims for heightened flexibility, resilience, and a broader visibility of resources.

The programme’s initial phase, commenced on September 12, 2023, involves a transition from the FRS’s existing on-premise system to the FireWatch Cloud.

Resource Management in the Cloud

Avon FRS has transitioned various functionalities into the cloud.

These include HR management, wholetime availability, rostering, retained payments, and training and development.

This newly integrated cloud-based system, supported by Microsoft Azure, enables flexible accessibility, simplified support, and a resilient Cloud solution.

Looking to the Future: Enhanced Resource Management

The programme’s subsequent phase outlines various implementations. Some of these are:

  • Introducing FireWatch for On-call Availability, which will replace the existing Rappel system.
  • Integrating the FireWatch Mobilisation Interface within the emergency Control Room, which will then seamlessly function with the SSS Vision mobilisation system.
  • Launching the FireWatch cross-platform Mobile App client.
  • Initiating the FireWatch standard e-learning integration module.

Upon its complete roll-out, this project is set to broaden user access via mobile devices, amplify real-time resource visibility, and seamlessly integrate live operational data with the Control Room.

Simon Shilton, Chief Fire Officer, Avon Fire and Rescue Service said: “I am delighted to share the news of our migration to Infographics’ FireWatch Cloud solution: part of the Service’s broader Transformation Programme.

“The FireWatch solution offers a unified cloud-based user experience, accessible through the Web, App, Microsoft365 and more.

“This move facilitates further enhancements in FireWatch, optimising our operational methods, incorporating On-Call colleagues into FireWatch, elevating our resource visibility, and refining the user interface.”

A word from Infographics

Russell Wood, Commercial Manager at Infographics, expressed his enthusiasm: “We are excited to collaborate with Avon Fire and Rescue Service and various clients in transitioning them to our FireWatch Cloud platform.

“Evaluating the FireWatch Cloud and its recent additions showcases our progress with cutting-edge App and Cloud technologies.

“Alongside harnessing contemporary technologies, the integrated data system can yield considerable cost savings, operational efficiencies, and risk reduction via precise single-source data.

“Features like remote upgrades and the enhanced scalability of FireWatch Cloud are pivotal for our UK clientele.

“Such solutions enable FRSs to securely interact with systems and execute crucial tasks from any desired location.”

IFSJ Comment

The adoption of the FireWatch Cloud solution by Avon Fire and Rescue Service underscores a growing trend in the sector: leveraging advanced technology to streamline operations.

By transitioning to a cloud-based resource management platform, Avon FRS not only demonstrates their commitment to harnessing technology for enhanced efficiency but also sets a benchmark for other services to follow.

Such systems not only provide real-time insights into resources but also foster an environment of agility and resilience, vital for the demands of modern fire and rescue operations.

Telent and Merseyside Fire and Rescue celebrate extended contract

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The longstanding partnership between Merseyside Fire and Rescue Authority (MFRA) and Telent will continue, with the announcement which will see the the contract extended to span a quarter of a century, ensuring the continuation of innovative technology solutions that aid lifesaving operations.

The partnership, which began in 2001, has been extended by two years, taking it up to 2026. This has resulted in Telent overseeing and augmenting the pivotal ICT services for MFRA for 25 years.

A recent embodiment of this enduring partnership is the creation and implementation of the VLS Acoustic evacuation solution, an innovative hand-portable speaker system that delivers audible commands over considerable distances. This solution finds its application in evacuating high-rise buildings, with further potential uses in various other emergency scenarios, including wildfires and flooding.

Barry Zielinski, Operations and Services Director at Telent, expressed his delight at the ongoing collaboration: “The success and longevity of our collaboration with MFRA is down to the partnership approach we have taken throughout the length of our partnership together.”

Zielinski added, “We are delighted to continue our support of mission critical technology services and enable MFRA to concentrate on its lifesaving day-to-day operations, keeping the communities of Merseyside safe.”

Integral to the contract, Telent operates an ITIL service desk for MFRA, resolving more than 650 IT incidents and requests every month. This approach, where 75% of the problems are resolved remotely, has introduced significant efficiencies for MFRA and its users. The 24/7 service desk ensures round-the-clock availability of Telent staff to offer immediate support for all ICT-related issues.

Crucial services

Chief Fire Officer Phil Garrigan OBE, at Merseyside Fire & Rescue Service, emphasised the critical role of Telent’s services: “Community safety and life-saving operations are top priorities for MFRA and ICT services are crucial to the day-to-day running of operations and must be developed, aligned and continually reviewed.” He lauded Telent’s flexibility in its service delivery, saying that it has proven invaluable in keeping pace with rapid technological changes across the business world.

Under the extended contract, Telent will render consultancy and project management support for MFRA’s new £40 million training and development academy. With a commitment to innovation and solution-oriented strategies, Telent works in close association with MFRA, holding bi-annual innovation forums and ensuring the alignment of its IT services with the MFRA’s organisational strategy.

This model of service delivery has been so successful that it’s now also being utilised to provide IT Managed Services for other Telent customers, including East Sussex Fire and Rescue Service.

Surrey Fire and Rescue improves agility and visibility of resources with Infographics

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Infographics has announced that Surrey Fire and Rescue Service has gone live with its latest programme of FireWatch-driven technology innovation.

The project provides anytime, anywhere access for its FRS users, including their ‘On Call’ Fire Fighters and Managers, increases real-time visibility of availability and resources, and integrates live data with the joint control room.

The programme included several key areas: Rollout of the FireWatch Mobile App; Migration from a previous legacy system (Rappel) to the FireWatch fire service management suite for managing on-call availability; And – as part of that migration – the deployment of the FireWatch Mobilisation Interface within Surrey’s shared emergency control room and Capita Vision mobilisation system

‘Accurate technology is key’

Head of Data, Digital and Special Projects at Surrey Fire and Rescue Service, Sally Wilson, said: “Ensuring that we have advanced, flexible and accurate technology is key for our service. We have worked closely with Infographics to ensure that FireWatch is exactly what we need to increase the visibility of available resources and people to keep residents safe.”

FireWatch Mobile will allow users to directly manage data and tasks for time/availability, leave, skills, training, assets and other areas via smart devices. It also enables supervisors and team members to understand the impact of resource changes and to manage and act on any issues or deadlines highlighted within their personalised Key Performance Indicators displayed ‘on screen’. This includes workflow-driven resource request and fulfilment processes to address gaps in cover.

A complete picture of availability

The App also offers a flexible self-service capability for all contract types and staff. Migrating to FireWatch for on-call availability has given Surrey Fire and Rescue Service a ‘complete picture’ of availability across wholetime and on-call staff – increasing visibility and efficiency across the employee planning and management process.

The deployment of the FireWatch Mobilisation Interface now ensures an accurate view of real-time availability, skills and asset status across the Service, which is directly integrated with emergency dispatch operations within the control room.

Russell Wood, Commercial Manager at Infographics, said: ”It has been fantastic to work with Surrey Fire and Rescue on their project, and deliver to the end users a major step forward in their User Experience (UX) versus their previous on-call availability platform, as well as wider, flexible self-service capabilities and live integrated resource information within control.”