Modernising Mission-Critical Systems at EMAS
“East Midlands Ambulance Service NHS Trust engaged SPG to support the delivery of a key IT transformation project. The combination of technical and project expertise provided by them helped to augment the existing team at EMAS, led to a successful implementation, and a seamless migration to the new solution."
— Steve Bowyer, CDIO, East Midlands Ambulance Service
The Challenge
East Midlands Ambulance Service NHS Trust (EMAS) faced compounding risks across its digital estate: a failing telephony migration, fragmented architecture governance, and insufficient internal capacity to manage increasing operational demand. Critical services were either under-resourced or at risk of service degradation, with BAU (Business-as-Usual) teams overstretched and exposed to single points of failure. The Trust needed a partner capable of stabilising urgent technical issues, restoring stakeholder confidence, and driving forward digital transformation aligned to national NHS priorities.
Our Approach
SPG was initially engaged to assess and remediate the failing telephony transition. Upon review, we quickly took over full operational delivery of the migration and established a managed service model covering BAU support, digital transformation, and telephony leadership.
Our phased approach included:
Telephony Recovery and Optimisation: Took over second- and third-line support of the Avaya estate, integrated contact centre and voice infrastructure, overhauled legacy PBXs, implemented new call plans, and managed vendor escalations.
CloudOps & Infrastructure Stabilisation: Delivered server and network engineering support, cleared ticket backlogs, remediated legacy infrastructure, and implemented a refreshed architecture blueprint with associated governance.
Digital and Data Strategy Advisory: Designed a Target Operating Model (TOM) aligned with the NHS Digital Strategic Framework. Created a multi-phase UC transformation roadmap including Avaya Oceana and IRP integration.
Service Management and Capability Building: Established robust reporting, MI dashboards, and service reviews; initiated service improvement plans; and supported EMAS in closing skills gaps through embedded training and knowledge transfer.
The Results
🟣 Stabilised a failing telephony migration, enabling safe operational continuity
🟣 Identified significant cost savings and streamlined infrastructure procurement
🟣 Established architecture governance and delivered EMAS’ digital blueprint
🟣 Delivered a strategic transformation roadmap, aligned to IRP and STP goals