Suffolk fire service joins new technology partnership to boost 999 response during major incidents
They've partnered with Norfolk and Hertfordshire Fire Services, giving Suffolk extra capacity during unusually high demand
Suffolk Fire and Rescue Service has joined a new technology partnership designed to help manage 999 calls during periods of high demand and major incidents.
The service is now part of a shared system, known as the “Guardian Hub”, which links control rooms in Suffolk, Norfolk and Hertfordshire. The cloud-based technology allows emergency calls to be shared between the three services if demand increases, providing additional capacity when needed.
Despite the new partnership, Suffolk’s fire control room will remain based within the county, continuing to use local staff and knowledge to respond to incidents.
Chief Fire Officer Jon Lacey said the system would help ensure the public receives the best possible service when contacting emergency services.
“When someone dials 999 because they need the fire service, they get the best technology to suit their needs so that we can mobilise the fire engine quickly and speedily to the right address at the right time with the right resource,” he said.
He said the new system would be particularly useful during rare but high-pressure situations.
“When we are in unusual circumstances and we get really, really busy, we’re able to share the load with other emergency services,” he said.
Mr Lacey added that such demand spikes, including major flooding or wildfires, are uncommon, but can place pressure on control rooms when they do occur.
The partnership builds on Suffolk’s move to bring its fire control service back into the county last year, after previously collaborating with Cambridgeshire Fire and Rescue Service.
According to Suffolk Fire and Rescue Service, the new system will support faster call handling and improve coordination during large-scale incidents, while maintaining local decision-making.
David Shorland, UK and Ireland Sales Director at Motorola Solutions, which provides the technology, said the system was designed to help emergency services respond more effectively.
“Fire and rescue services are there for their communities, but the pressure they face continues to grow,” he said.
“Guardian Hub gives services a better way to connect, coordinate and respond.”
The service said the system would also help it plan for future risks, including increased demand linked to climate change, population growth and major infrastructure projects across Suffolk.