Case Study: North Wales Fire and Rescue Service improves frontline support with Sunrise Software

North Wales Fire and Rescue Service - Customer Case Study

North Wales Fire and Rescue Service, a public sector organization protecting a large geographical area, faced the challenge of inefficient, paper-based processes that hampered its IT support team's ability to effectively serve both frontline and back-office staff. The service relied on a bespoke IT infrastructure and needed a more efficient and effective service management system to support its critical operations.

Sunrise Software implemented its Sunrise ITSM platform to overhaul the service's processes. The solution included a user-friendly self-service portal, automated workflows for requests like new starters, and electronic forms to replace outdated paper systems. This significantly reduced authorization times and improved operational efficiency. Furthermore, the portal is evolving into a one-stop shop for organizational information, with future plans to expand its use to other departments and make it accessible to retained firefighters outside the network.

North Wales Fire and Rescue Service

Steve Morris

ICT Technical Manager