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
