East Sussex Fire & Rescue Service (ESFRS) had a bold vision for the future, but its ICT infrastructure was holding it back. telent delivered the expertise it needed to do what the service does best: saving lives.
ICT has a huge impact on the speed and effectiveness of ESFRS’s response. It had an ambitious vision for the future, and so it needed a partner who could not only run its existing services but transform them for tomorrow.
Firstly, telent established a Target Operating Model. This mapped out how ESFRS could evolve by exploiting new technologies, enabling departmental and organisational efficiency, and encouraging interoperability with other public-sector partners.
Before telent started to bring in the changes, it ran the fire service’s existing infrastructure, including the TUPE of five of their staff into telent’s team and creating a catalogue of 130 different ICT services. telent did this using its Shared Service Model, which enabled ESFRS to improve efficiency while retaining control, collaborative direction and gaining an all-encompassing overview of its ICT activity.
telent drew on its experience of working with emergency-services customers and found ways to reduce costs and promote value while ensuring excellent governance, service quality and technical innovation. The services provided cover a full spectrum from IT operations and desktop support to frontline emergency mobilisation.
Key elements of telent’s approach:
- A best-in-breed virtual infrastructure for compute & storage
- Collaborative contract management and strategic ICT alignment
- Secure emergency service – 24×7 service desk and NOC
- ITIL service management and governance
- Third-party and vendor management
- Access to consultancy and professional services
- Virtual infrastructure
Using virtual infrastructure gives ESFRS a scalable, private cloud computing and storage service. This provides the foundation for transformation, enhancement and expansion. telent has a unique approach to virtual infrastructure, using best-in-breed technologies from a range of strategic partners across the areas of compute, networking, SAN storage and virtualisation.
The benefits of telent’s virtual infrastructure approach
Mobility: Using Microsoft Remote Desktop Services (RDS) and Cisco AnyConnect, provides a truly mobile desktop solution. Users are not tied to any device type or workplace.
Value: Maximises value for money by lengthening the lifespan of existing end-user devices due to the low compute footprint. A ‘replace on fail’ refresh over the duration of the contract enables telent to standardise ESFRS devices while reducing any significant upfront costs.
telent’s approach also provides:
- A flexible platform for growth
- Improved resilience and availability
- Improved application performance and cost efficiencies
- Improved application and system integration
- Improved ability to share services
To meet ESFRS’s immediate need, telent initially adopted ESFRS’s existing applications with telent support services, ensuring ESFRS met the required levels 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 this roadmap is enabling the fire service to become Public Services Network (PSN) compliant. This will allow ESFRS to connect to the new Emergency Services Network (ESN) to be ready for further collaboration opportunities with public-sector and blue-light partners.
What were the results?
Under the new telent managed service, ESFRS increased mobility, performance, availability and resilience. telent was also able to identify further opportunities to improve efficiency and reduce costs, without putting continuity at risk. telent is delighted to have become a trusted part of the ESFRS team and now supports ESFRS across a broad range of IT services to make sure nothing stands between it and its life-saving work.
Dawn Whittaker, Chief Fire Officer and Chief Executive ESFRS said: ‘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 their SLAs. ESFRS is 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.’
For more information, go to www.telent.com