Private firm to run London Fire Brigade call centre

These days, companies have access to superb call centre software, including call recording software and so on. One organisation that is set to make use of such provisions in a fire response control centre is Capita.

The London Fire and Emergency Planning Authority has revealed the company will take over London Fire Brigade’s (LFB’s) control room, which handles its 999 calls. The operation has been privatised and Capita has been handed a ten-year contract.

In order to meet its goal of making £5 million worth of savings over the decade, the enterprise will have to make optimal use of efficient and effective call centre software and it will also have to focus on its call recording software.

Commenting on the move to outsource the control room, the authority claimed the LFB would be able to focus on “putting out fires, rescuing Londoners and saving lives”.

Meanwhile, Councillor Brian Coleman, chairman of the London Fire and Emergency Planning Authority, remarked: “This is a win-win situation for Londoners. Outsourcing the brigade’s 999 control centre will mean people in the capital benefit from a new, hi-tech system that will mobilise our firefighters to incidents even more quickly and this will be done at less cost.

“At a time when the public sector is having to look carefully at what it spends, this contract will represent excellent value for money for taxpayers across the capital.”

No date has been agreed for the handover because details of the contract are yet to be finalised. However, it is thought the change will take place before the end of this year. Meanwhile, exiting control room staff will become employees of Capita.

The LFB is the largest fire and rescue service in the UK over recent years it has begun placing a greater emphasis on fire prevention and community safety in a bid to reduce the number of emergencies that occur.



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