Case Study: Buckinghamshire Fire & Rescue Service achieves 75% reduction in support cases and improved learner engagement with Totara

The evolution of an LMS at Bucks Fire & Rescue

Buckinghamshire Fire & Rescue Service introduced an LMS called The Learning Zone in 2013 to train staff and track learning, but the team over‑complicated the platform with unnecessary features, confusing layouts and frequent support requests. The cluttered design led to lower course completion and frustration among users, prompting a rethink of how the service delivered and supported online training.

Working with Learning Pool and Totara, they rebranded and relaunched the platform as HEAT Online with a simplified interface—removing unused blocks, adding clear image icons, combining redundant buttons, switching login to email, and adding quick links like My Path/My Courses. Those changes cut support cases by 75%, boosted platform popularity and user ownership, captured 420 pieces of user feedback, and earned consistently positive user responses.

Buckinghamshire Fire and Rescue Service

Paul Whidborne

Training Design & Assurance Officer