Faced with a significant increase in the number of emergency calls received and the need to make big improvements in call response times, the English Ambulance Trusts decided to unify their services into one integrated system. Under the expert direction of Capita Secure Information Solutions, the Department of Health Emergency Services Management Operations was streamlined across the country, consolidating the number of Trusts from 35 to 11 centres. Their aim was to provide callers with a single point of contact and consistent, high quality
emergency service delivery.
The project was not just about saving costs, but about delivering better health outcomes by actively reducing emergency response times.
To handle a greater volume of calls in a short period of time, the Trusts relied on Capita to provide both the infrastructure and management expertise. The goal was to upgrade the existing IT infrastructure to a state-of-the-art IT environment and ensure all of the Trusts’ objectives were met.
While the infrastructure changes resulted in substantial improvements, they also created a few new challenges managing VoIP delivery. Specifically, the Trusts lacked the visibility needed to validate communication quality, time of delivery, and whether any service interruptions occurred. These performance roadblocks posed difficulties for the Capita team.
They needed a performance monitoring solution that guaranteed quick responses by emergency services and offered the following capabilities:
- End-to-end monitoring with performance optimization
- Service level agreement (SLA) verification
- Tracking the Quality of Service (QoS) settings
Since deploying the Observer Platform, the Capita Ambulance Trust network team has global visibility into VoIP traffic with monitoring for each conversation that takes place across the infrastructure. End-user feedback in response to the new, high-efficiency communications network has been overwhelmingly positive and the goals established by the Trusts have been met.