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For more than 30 years, Phil Clark, Area Manager for Mobilising and Digital Transformation, has worked with Tyne and Wear Fire and Rescue Service, developing his skills in emergency communications and adapting to the changing needs of firefighting. Now, he’s leading a major update of the service’s mobilising system in partnership with Motorola Solutions. The new system aims to make emergency response more efficient across North East England, whether in urban areas or rural communities.
Phil shared that the goal is to build one of the safest communities in the UK. The new digital mobilising system marks a big step toward that vision, equipping Tyne and Wear Fire and Rescue with tools to better manage the growing demands on emergency response. These advancements are designed to help responders reach those in need faster.
Evolution of the control room
The control room at Tyne and Wear Fire and Rescue has changed significantly over the past decade. With an ageing system that had seen only limited updates, the team saw the need to embrace new technology. The cloud-hosted system from Motorola Solutions represents not just an upgrade but a full reimagining of emergency management, which Phil described as putting the service at the forefront of digital transformation.
Tyne and Wear Fire and Rescue has long equipped its fire engines with Mobile Data Terminals (MDTs), but the new system takes this technology further. Soon, each engine will also have a detachable MDT in the cab, complete with WiFi, 4G, and 5G capabilities.
Acting as a ‘mobile office,’ the device connects firefighters to critical data and communication tools, ensuring they have the information they need in real-time, even in remote areas. This rear MDT enhances the crew’s ability to stay connected on the move, whether for accessing data in remote areas or assisting with community interactions like fire safety visits with vulnerable individuals.
Building resilience and enhancing multi-agency coordination
One of the key improvements in the new system is how it enhances coordination between fire, ambulance, and police services. In the past, these teams often used separate communication channels, but now Tyne and Wear’s control room can connect directly with other agencies on a shared response channel. This setup is especially helpful for large incidents, like wildfires or road accidents, where quick coordination is crucial.
“Most of our communication still happens by voice, but the new system lets us share data and images with our partner agencies, making it easier to respond as a team.”
Additionally, tools like What3Words, which pinpoints precise locations, are built into the system. This feature makes it easier to reach incidents in harder-to-access areas, improving speed and accuracy. With video link options, control room operators can even assess situations through live video from callers, giving the team immediate, clear insight for quick decisions.
Tyne and Wear’s new system runs on a secure, cloud-hosted platform, offering flexibility and robust cyber protection. “In an emergency service, updates are frequent,” Phil said. “While this means there’s some down-time, it also means we benefit from regular fixes and enhancements, rather than waiting for larger, infrequent upgrades.” This setup allows Tyne and Wear to adapt quickly to changes and collaborate seamlessly with other agencies on similar systems.
The cloud-hosted approach also means the system can stay resilient in emergencies. If the control room ever needed to operate from a different location, the cloud setup would allow it to keep running smoothly. By centralising cyber security in the cloud, Tyne and Wear also gets regular, automated security updates that help keep the system safe and up-to-date.
Learning from major incidents
Incidents like the Grenfell Tower fire and the Manchester Arena bombing have had a major impact on emergency response across the UK. Tyne and Wear has integrated lessons from these events into the new system, helping them share information quickly and accurately during high-pressure situations that involve multiple agencies.
“In the past, we might have relied on a patchwork of tools – a spreadsheet here, a Teams channel there. Now, we have everything integrated. This system gives us consistency, speed, and reliability.”
Phil went on to explain that in situations like a fire in a multi-story building, for example, the new system can help responders access floor plans, hazard details, and evacuation updates onsite. This kind of support helps Tyne and Wear handle complex and high-risk incidents with even more accuracy.
Looking ahead: AI and machine learning in emergency response
While AI and machine learning aren’t yet fully used in firefighting, Phil sees them as part of the future. These technologies could eventually help with predicting incidents and analysing data in real-time, which would allow the fire service to plan based on trends and patterns. For now, Tyne and Wear Fire and Rescue is building its digital maturity, preparing for a time when AI could help predict where fires are more likely to occur or identify trends in call types.
“The potential of AI is huge, but we’re still early in that journey,” Phil explained, adding that developing digital skills across the team is essential for fully benefiting from these tools. He emphasised that right now, it’s about making sure the team has what they need and feels confident using each new tool as they move forward with this new way of working.
Adopting this new technology has also required some cultural change within Tyne and Wear. Phil said that providing staff training is essential to the system’s success. “We want to ensure our teams have confidence in the system,” he said, noting that each tech advance includes targeted training to help staff adapt. “It’s about reducing their administrative workload while offering new ways to connect with the community and deliver services.” For example, the mobile data terminal’s mobile office functions and video link capabilities let firefighters handle certain tasks onsite, saving time back at the station.
A safer community through innovation
As Tyne and Wear Fire and Rescue Service builds its future with digital transformation, Phil Clark’s vision and leadership are helping to create a safer, more responsive fire service. The new mobilising system, set to launch in autumn 2025, will bring resilience, efficiency and collaboration with other agencies.
“This is just the beginning. We’re creating a system that not only meets today’s needs but is ready for tomorrow’s challenges. With this technology, Tyne and Wear can move forward confidently, making strides in public safety for our community.”
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The challenges of taking a multi-channel approach to communicating with the public
The days of relying solely on a phone call to 999 are long gone. As the public communicates through various media and languages, emergency services face the challenge of efficiently managing both emergency and non-emergency calls. Join us for an insightful discussion with NEC Software Solutions on 14 November 2024 at 2:00PM, exploring how police and fire services are innovating to stay responsive under increasing pressure. Register here.
