The New South Wales State Emergency Service (NSW SES) is a volunteer-based organisation established in 1955, responsible for preparing and responding to floods, storms, tsunamis, and other emergencies across NSW. With over 10,000 volunteer members and a full-time equivalent workforce of over 330, NSW SES provides essential emergency response services to communities across the state.

NSW SES faced significant challenges with its existing member availability and mobilisation systems. These legacy systems needed to be more consistent created administrative burdens and needed more integration with operational processes. NSW SES had no real-time visibility of its members' availability across the organisation, leading to delays in mobilisation and challenges in resource planning. Additionally, the existing systems did not comply with NSW government ICT standards, raising concerns about security and information privacy.

The lack of a unified solution impacted NSW SES’s ability to effectively support communities during severe weather events, risking delays in response times and potentially compromising the safety of both members and the public.

NSW SES sought to implement a single, standardised solution across the organisation that would:

• Provide real-time visibility of member availability and mobilisation data.
• Integrate with existing operational systems.
• Ensure compliance with NSW government ICT standards.
• Reduce administrative burdens and improve user experience for members.

Fireant was selected as the digital partner for this project due to our ability to demonstrate excellence in several key areas:

• Proven experience in software integration and implementation.
• A flexible licensing model.
• Comprehensive business analysis, collaborative design, and change management support.
• Strong governance, contract management, and support models.
• A successful track record of delivering digital solutions for emergency services.

Fireant proposed a customer-centred, user-friendly solution that would standardise the processes for managing member availability and mobilisation across NSW SES. Our approach included:

• A mobile-first design for volunteers and staff, allowing them to access critical information, manage availability, and respond to mobilisation requests on the go.
• A desktop web-based application for unit leaders and commanders to manage larger volumes of information and operational tasks.
• Integration with NSW SES’s existing systems, including SAP HR, aXcelerate, and the NSW SES Data Warehouse.
• A robust change management and training strategy to ensure smooth adoption by users.

The project involved several constraints, including the need for secure integration with existing systems and compliance with NSW government standards. Fireant’s flexibility in creating bespoke solutions allowed us to overcome these challenges while maintaining a focus on usability, security, and scalability.

The solution delivered by Fireant exceeded expectations:

• Over 80% of the 10,000-member organisation downloaded the app within the first six weeks of its launch, without the download being mandatory.
• The intuitive design allowed users to engage with the app with minimal training, and volunteers began using it during live flood response incidents within days of its release.
• The organisation saw increased volunteer engagement due to the improved user experience.
• Based on previous systems, the design minimised the need for extensive organisational change and training.

While formal testimonials are still pending, the overall sentiment from NSW SES and its volunteers has been positive. The solution has significantly impacted the organisation's day-to-day operations, and the initial response indicates strong user satisfaction.

Fireant’s deep engagement with NSW SES volunteers highlighted the importance of involving end-users in the design process. This project reinforced our commitment to a user-centred approach, encapsulated in our new mantra: “Design by the members for the members.” This philosophy has become a cornerstone of our design process for all future digital products.

Though it is still too early to fully assess the solution's long-term impact, NSW SES anticipates improved operational efficiency, enhanced member safety, and better preparedness for future emergency events. Fireant’s solution has laid a strong foundation for NSW SES to continue serving communities across New South Wales effectively and efficiently.