The London Fire Brigade (LFB) is set to implement a new, technologically advanced emergency response and mobilisation system aimed at enhancing operational efficiency and public engagement. Backed by a £20 million contract with NEC Software Solutions, the rollout is planned for completion by 2026, with full support in place through July 2027.

At the heart of this modernised platform is a live translation feature, specifically designed to support control room staff when dealing with callers who speak limited or no English. The real-time translation capability underscores a broader move to improve accessibility and ensure equitable emergency response for all communities across London.

The system will also enable direct communication via widely used platforms such as WhatsApp and social media, offering members of the public alternative ways to report incidents or request assistance. This aligns with current trends in digital engagement and is a key step forward in ensuring that fire services remain accessible to a digitally connected population.

From a technical standpoint, the system incorporates advanced data analytics to accurately locate incoming calls and assess whether they form part of an ongoing incident. This reduces the likelihood of duplicate responses and enhances coordination during high-demand situations, ensuring that resources are deployed more intelligently across the capital.

NEC will be working in collaboration with Mitel to fully integrate these new communication channels into the Brigade’s control room infrastructure. This partnership is expected to deliver a seamless upgrade, preserving service reliability while introducing enhanced capabilities.

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