Delivered in just 18 months, a short timeframe for a project of this scale, the initiative involved building a brand-new contact centre from the ground up, recruiting and training an entirely new team, and implementing bespoke configurations tailored to all the communities in Suffolk.
The new control room, powered by cutting-edge technology from Motorola Solutions, now serves as a future-ready, cloud-enabled hub for managing critical 999 emergency calls across the county.
The decision to invest in a new control room for the county was made in 2023, following recognition that the previous system was no longer fit for purpose. The legacy system’s increasing fragility meant the fire service could no longer depend on or guarantee the resilience that Suffolk’s communities deserve.
The new control room includes several helpful new features that will support Suffolk Fire and Rescue Service in responding to emergencies more effectively:
- Better preparation for major incidents – The system helps the team respond more quickly and manage operations more smoothly during large-scale emergencies, like floods and wildfires, which are becoming increasingly common in the UK.
- Remote access – Staff can now securely log in to the control system from any location, making it easier to set up mobile command centres or offer support remotely when needed.
- Improved call and data handling – A new system stores and organises control room voice recordings more securely, keeping all key information in one place and linking it to the right incidents.
- Stronger regional teamwork – The control room is part of a wider hub with Hertfordshire and Norfolk fire services, allowing the teams to support each other and share the load during busy periods, such as when multiple 999 calls are received simultaneously.
Councillor Steve Wiles, Suffolk County Council’s Cabinet Member for Public Protection, who unveiled a commemorative plaque at a ceremony attended by fire service colleagues, senior council officers and emergency services partners, said:
“This is an incredible achievement - it demonstrates our commitment to innovation and protecting Suffolk’s residents with the very best emergency response services.
“Delivering this in just 18 months is a testament to what’s possible when teams collaborate with a clear vision and shared purpose.”
Jon Lacey, Suffolk Fire and Rescue Service’s Chief Fire Officer, said:
“This project is about making sure every call for help is answered with speed, precision, and care. Bringing services back into the county was a decisive move to put Suffolk’s residents and public value at the heart of emergency response.
“The new control room features advanced dispatch technology, upgraded communications systems, and enhanced data sharing capabilities – ensuring faster, smarter coordination during emergencies.
“I’m immensely proud of everyone who played a part in delivering this project successfully.”
Fergus Mayne, U.K. and Ireland country manager at Motorola Solutions, said:
“Demand on the fire and rescue service has evolved over the years. Our cloud-hosted Guardian Suite of computer-aided dispatch and integrated communication control system software benefits the three fire and rescue services by bringing all communications together into a robust and efficient environment, supporting faster, more coordinated emergency responses.”
Alex Norris, Minister for Fire, said:
“This new control room marks a major step forward for fire and rescue in Suffolk, improving the effectiveness and co-ordination of emergency responses across the county.
“I want to thank everyone involved for their hard work and dedication in delivering this project. It is a clear example of how investment and innovation in our fire services can lead to meaningful improvements in public safety.”
