telent enables digital transformation of East Sussex Fire & Rescue Service

ICT Managed Services

Emergency Services

A new cloud-based infrastructure has been deployed, allowing firefighters to focus on their life saving work

Warwick, UK, 12th March 2019: Telent, a leading technology and network services company, today announced it is carrying out a digital transformation programme for East Sussex Fire & Rescue Service (ESFRS), increasing operational efficiency and reducing the time and cost spent on admin tasks.

The ongoing ICT Managed Service project – which is covered by a seven-year contract worth around £8.3 million – has already seen the successful deployment of a cloud-based infrastructure, with consolidation of the existing IT infrastructure to the cloud continuing.

Utilising in-house technical expertise, combined with long term technology partner relationships and experience working with emergency services customers, Telent are upgrading Microsoft Dynamics Customer Relationship Management (CRM) software. This will enable the automation of paper based processes relating to business and community safety visits and improve digital workflows. Additionally Telent are undertaking an upgrade of the infrastructure hosting Firewatch ERP, HR, retained pay and resource management system.

In the future, a new performance management solution will automate a broad range of operational reporting against FRS targets.

“After Telent were 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 their SLAs,” said ESFRS Chief Fire Officer & CEO Dawn Whittaker. “ESFRS are investing in a major IT infrastructure refresh and new capabilities to support the business needs of our service and Telent will provide critical support to ensure we deliver efficiently, effectively and maximise digital and technological opportunities.”

Telent started the project, which began in September 2016, by establishing a Target Operating Model to map out how ESFRS could evolve using new technologies. A catalogue of 130 different ICT services was also created. This improved efficiency for ESFRS, while retaining control, collaborative direction and gaining an all-encompassing view of ICT activity.

To meet ESFRS’s immediate need, Telent initially adopted existing applications with Telent-provided support services ensuring they met the level of service. Telent's Technical Design Authorities then created a roadmap to identify the transformation opportunities within existing technologies, minimising any risk to ESFRS.

A key element of the roadmap was upgrading the security infrastructure which will help provide a platform for Telent to work closely with ESFRS to assist in readiness for the adoption of the new Emergency Services Network (ESN).

As part of the project, Telent will continue to manage the service, covering the full spectrum of ESFRS’ IT operations from desk top support through to frontline emergency mobilisation.

“We are absolutely delighted to have been selected by ESFRS, which required an urgent upgrade and management of its ICT services,” said Barry Zielinski, General Manager for Public Safety and Defence at Telent. “We have now successfully installed a virtual infrastructure which will in turn increase ESFRS’ mobility, performance, availability and resilience. Furthermore, we were able to enable this while supporting ESFRS in a challenging, but very necessary headquarters move from Eastbourne to Lewes.

“The project teams on all sides have worked tirelessly to make this a great success by introducing significant technology changes to aid business transformation and bring ESFRS’ technology to the leading edge, while continuing to address future virtualisation opportunities.”

Mark Plato, CEO, Telent, added: “Telent is very pleased to have such a strategic customer with ESFRS, which recognises the need for change and has a strong willingness to be at the forefront of technology. We all look forward to a very long standing and successful relationship while continually planning for the future.”

For more information, read the full case study here

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