Transforming Patient Contact at London Ambulance Service

“SPG are a partner who not only have first-class technical expertise, but who share our commitment to provide the best emergency and urgent medical care to the people of the capital.”

— Barry Thurston, CIO, London Ambulance Service

 

The Challenge

London Ambulance Service (LAS) — the UK’s busiest ambulance provider — faced growing risks from a legacy telephony and contact platform that could no longer keep pace with modern operational demands. With over 9 million residents to serve and 3,000+ emergency calls per day, even minor disruptions could have life-or-death consequences. LAS needed a modern, resilient, and secure contact solution that would protect continuity of care while enabling future digital transformation.

Our Approach

SPG was entrusted to design and deliver a seamless transition to a next-generation, multi-channel contact platform — with zero impact on critical front-line services.

We:

  • Orchestrated a full system migration in partnership with LAS internal teams and third-party vendors.

  • Conducted deep risk assessments to ensure service stability throughout the transition.

  • Modernised the legacy platform, planning and managing each migration phase to avoid downtime.

  • Co-developed a new data strategy with the CIO — integrating disparate sources into a unified, graphical interface for real-time operational insights.

 
 

The Results

🟣  Uninterrupted emergency response operations during system transition

🟣  Stronger business continuity and disaster resilience

🟣  Reduced operating costs through optimised licensing and infrastructure efficiency

🟣  New opportunities unlocked for channel expansion, digital triage, and predictive analytics

 

Learn more about SPG Applied Intelligence

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