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It is, therefore no surprise that industry analyst IDC is predicting that sales of handheld devices, such as PDAs, will triple to 14 million by 2005, and that the technology will play a crucial role in tackling database access, supply chain management and sales force automation.For the emergency services, however, enabling mobile data access is not just about improving efficiency but also about increasing safety - both for front-line officers and the communities that they serve.
When South Wales Fire & Rescue Service embarked on the roll-out of sophisticated in-cab computer systems, it opted to also include a wireless data link to ensure firefighters could access real-time information held at its headquarters.
Thanks to the project, which was implemented with help from Computacenter, the brigade is now able to provide firefighters with wireless access to potentially life-saving information, which ranges from building plans to car designs and chemical properties.
By putting real-time critical information into the hands of firefighters, the brigade will be able to improve its response to emergency incidents, and deliver greater public service.
With an area covering more than 1,000 square miles and a population of just over 1.4 million, South Wales is one of the largest Fire and Rescue Services in the UK. Its 50 fire stations are staffed by around 1,400 whole-time and retained firefighters, who respond to more than 60,000 emergency calls every year.
These calls can vary from serious road traffic accidents to chemical spillages and potentially fatal house fires. The initial information required at different incidents can vary considerably, so it is essential that the attending fire crews are able to source additional data while responding to individual call-outs.
Although much of this data is available via Brigade Control, the service’s intranet and hard copy documents, it is not always practical for firefighters to gather information from these sources while travelling to or attending an incident. As Chris Williams, IT Manager for South Wales Fire & Rescue Service, explains: “Firefighters work in highly stressful and dangerous situations. They are not in a position that they can take notes when talking to Control, so that means they have to rely on their memory, which can be difficult when sourcing complex data about car designs or chemicals. It is up to us to design and deploy IT solutions that not only help make their lives easier – and safer – but also enhance the services the brigade delivers to the community.”
Life-saving information
To address the growing demand for remote access to information, fire services across the UK have started to adopt Vehicle Mounted Data Systems (VMDS). These systems, which feature ruggedised touch-sensitive monitors, enable firefighters to access a wealth of information, from road maps to building designs, from their cabs. “VDMS began as just an extension of an ordinary A to Z, but has now been expanded to include potentially life-saving information on chemicals, car designs, building use and occupancy numbers,” comments Chris.
Rather than source this information from an existing vendor-specific database, South Wales Fire & Rescue Service chose to take the system one step further, as Chris explains: “We decided it would be more efficient and cost-effective to use our intranet as the data feed for the system. This means we have just one data set to maintain and manage, and can upload new information as required by the firefighters.”
Due to the volume and complexity of the information involved, South Wales Fire & Rescue Service opted to store part of the data on the client, and the remainder at its headquarters near Cardiff. “Some of the data, such as our standard operating procedures, change regularly, so it is more efficient to access these direct from the intranet rather than keep updating the clients,” adds Chris. This meant that South Wales not only had to deploy a new server back-end to support the system, but also provide the VDMS with wireless connectivity.
To help address these challenges, South Wales Fire & Rescue Service turned to Computacenter, an existing IT partner, who, in conjunction with its strategic partner Trinity Expert Systems, had previously helped with the implementation of the brigade's intranet using Microsoft's Sharepoint Portal Server. "Computacenter is closely involved in our IT strategy, and we draw on its technical skills and services as required," comments Chris. "It played a fundamental role in helping to implement our intranet backend, and was involved early on in the design and deployment of our VMDS.”
Making the wireless connection
One key area of the project where South Wales needed assistance was implementing the wireless connectivity for the in-cab systems. As Jamie Allender, Mobile Business Manager at Computacenter, explains: “The brigade needed to ensure that it had a robust and continuous link between the client devices and the data repository. Working in partnership with Vodafone, we were able to deploy a solution that offered excellent availability, and although the current wireless connectivity is via GPRS, the solution is actually platform independent, so South Wales has the flexibility to adopt new technologies, such as Vodafone 3G services in the future, without changes to the infrastructure already invested in.
Connectivity, however, was just one element of the solution, as Jamie comments: “There are a number of areas to consider when deploying a mobile solution, including the client device, access method, infrastructure and applications, and importantly, the intrinsic interdependencies between these elements. If just one of these areas is flawed then the ‘solution’ is more likely to simply end up as a set of products and services.”
To help ensure the effective integration of the different products and services, Computacenter co-ordinated all the suppliers involved in the project to provide the brigade with a single point of contact. It also configured the new HP ProLiant servers that underpin the system and sourced ruggedised printers for the fire appliances. “We opted for HP servers because they are reliable, scalable and manageable,” comments Chris. “We are also able to utilise HP Systems Insight Manager, which helps us to control our server estate more efficiently.”
Mobility gains momentum
The first VMDS went live in March 2004, and South Wales Fire & Rescue Service expects all 67 front-line appliances to be equipped with the system by December 2004. Once the implementation is complete, all its fire crews will be able to access a massive bank of data, which includes the design specifications of most cars manufactured between 1990 and 2003; the properties and risks of more than 30,000 chemical substances; and detailed building and street maps.
The brigade’s Chief Fire Officer Brian Fraser comments: “The new system provides our front-line officers with timely, accurate and relevant information when responding to emergency calls. By providing access to a targeted flow of information, we are able to improve the way we respond to call-outs and locate incidents faster in unfamiliar areas.”
This, however, is just the first phase of VMDS and the brigade’s mobility strategy, as Chris explains: “We are already looking at the possibilities around 3G, and providing officers with similar information via tablet PCs. VMDS will really come into its own in the next two or three years – the potential is immense.”
As a trusted partner, Chris sees Computacenter playing a key role in helping the brigade optimise this potential. “Our relationship with Computacenter has grown considerably, and we now regularly tap into their technical skills to complement our in-house resources,” comments Chris. “Computacenter is a great sounding-board for future IT projects, which it then helps us to deliver with its procurement and consultancy services.”