From communications networks and cloud platforms to mission-critical emergency call handling systems, technology underpins the agency's ability to respond whenever and wherever it is needed.
Telent, part of M Group provides a fully managed ICT service supporting this critical infrastructure across the MCA estate. More than simply maintaining technology, the partnership has helped stabilise service delivery, strengthen governance, and establish a platform for continuous improvement and future transformation.
The MCA required a managed service capable of supporting a large and complex ICT estate while maintaining the availability of systems that underpin national emergency response operations.
This presented several challenges:
Maintaining business continuity throughout the transition was essential, while creating a more resilient operating model capable of supporting the agency's evolving operational requirements.
Telent delivers an end-to-end managed ICT service supporting the MCA's infrastructure across 24 operational locations throughout the UK.
The managed service includes:
Operating within an ITIL-aligned framework, the service enables the MCA to focus on delivering critical public services while Telent manages the underlying technology environment.
Supporting the MCA requires more than technical expertise. It demands a responsive, collaborative approach capable of adapting to operational challenges while maintaining continuity of service.
Throughout the partnership, Telent has worked closely with the MCA to improve communication, strengthen governance and introduce more structured reporting and service management processes.
The team has also demonstrated a pragmatic approach to incident response, rapidly supporting critical events and working transparently with the customer to minimise operational impact.
This collaborative way of working has helped transform the relationship from a traditional supplier model into a trusted managed service partnership.
Since the start of the partnership, Telent has helped the MCA establish a more stable, resilient and collaborative ICT operating environment. By introducing structured service management, improving governance and working closely with the MCA's internal teams, the managed service has evolved beyond day-to-day operational support to become an important enabler of the agency's wider technology strategy.
The partnership has also supported several significant transformation projects. Telent successfully delivered the migration of the MCA's Blue Light email platform despite complex third-party dependencies, creating the foundation for a wider programme of cyber security improvements. The team also played a key role in supporting migration to a more resilient data centre environment, helping strengthen operational resilience while maintaining service continuity.
Alongside these major projects, Telent's proactive approach to incident management and continuous service improvement has improved operational visibility, strengthened governance and created a scalable ICT environment capable of supporting the MCA's future network and security ambitions.
For the MCA, the benefits extend well beyond technology management. By consolidating responsibility under a single managed service, the agency has reduced the complexity of managing multiple suppliers while gaining access to a dedicated team of specialist ICT experts. This has eased pressure on internal resources, allowing MCA teams to focus on delivering their operational priorities rather than day-to-day infrastructure management.
The partnership has also introduced greater transparency through improved reporting, governance and regular service reviews, giving the MCA better visibility of performance and opportunities for continual improvement. Combined with faster issue resolution, proactive support and a collaborative way of working, this has increased confidence in the resilience of the ICT environment that supports the UK's maritime emergency response services.
Looking ahead, the managed service provides a strong platform for future transformation, enabling the MCA to continue modernising its infrastructure while maintaining the secure, reliable services that its critical operations depend upon.
Supporting the Maritime and Coastguard Agency is about much more than managing IT infrastructure. It's about providing a resilient, responsive service that underpins operations where reliability is critical.
By working closely with the MCA, we've evolved from a managed service provider into a trusted partner, helping strengthen service delivery, improve governance and create a platform for future transformation.
Telent's technology expertise with digital and communication solutions, combined with M Group's infrastructure capability and scale, enables us to design, build, manage and maintain critical digital infrastructure for many clients like the MCA.
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Telent has taken a collaborative approach, working alongside our teams to understand our operational priorities and continually improve the service we receive.
Their technical expertise, transparency and willingness to work through challenges together have helped us build a more stable, resilient ICT environment, giving us greater confidence in the systems that support our critical operations.
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As the MCA continues to modernise its ICT environment, Telent remains committed to supporting the agency through continuous service improvement, proactive infrastructure management and ongoing technology transformation.
By combining specialist technical expertise with a collaborative partnership approach, Telent is helping ensure the MCA's ICT services continue to evolve alongside operational requirements, providing a resilient and secure foundation for the critical services the agency delivers every day.
As part of M Group, Telent provides the specialist expertise, innovation and deep technological capability that enables organisations to manage and transform critical technology assets, while benefiting from the scale and wider infrastructure capability of M Group.