Integrated Contact Centre - Technical Infrastructure Migration - Design and Build

The Trust is embarking on a programme as part of its ICC strategy, which will result in the ICC having one of the largest Control Rooms within in the Ambulance Service sector in the country, in terms of available operator positions. The scale and complexity of this delivery should not be underestimated. It is crucial to understand that a control room is not the same as an office fit-out; although there can be some overlap, an office fit-out is a broader term covering the process of designing and refurbishing an entire office space to meet specific business needs, whereas a control room is a specialised, dedicated area within a facility designed for managing critical operations. It involves complex technology integration and requires a full-scale, resilient model for critical infrastructure and systems. The design and functionality of a control room are specific and require specialised expertise, with distinct priorities and design considerations. Complex control room systems, infrastructure and construction demand specialist expertise to ensure functionality, security, and resilience is delivered, is a key requirement for this project.