Keeping You Well Connected
Cloud Migration
Highways Operational Telephony now Cloud based
For over a decade, National Highways emergency Operational Telephony service has been based on ISDN and on-site PBX systems. Today this is often referred to as legacy systems. Each Control Room in a regional area had its own on-site PBX. All the PBX's connected to the public switched telephony network (PSTN) over ISDN30 bearers and between each other over a private network owned by National Highways called the National Roads Telecommunication Service (NRTS).
As Carl developed the Integrated Services Digital Network (ISDN) as well as developing BT's ISDN PBX in the 1980's, he was asked to undertake a two-week project for the then Highways Agency. This expanded into further projects including providing technical support for the day-to-day running of the operational network for over 15 years!
The Challenge. During the later years, after a detailed feasibility study, a business case was produced to embark on a new project to migrate the legacy system to a cloud based solution as well as replacing the ISDN bearers with SIP trunks. The existing business continuity procedures for re-routing calls was not easy or instantaneous although vitally required. The challenge was to migrate the service without causing any disruption to the existing 24 hour emergency service.
Delivered Results. All on-site PBXs with their associated ISDN30 bearers were successfully migrated to a cloud based service. Two on-site PBXs remain which reside at National Highways Data Centres where specialist servers route calls to the Control Rooms over NRTS. Continuity of service was maintained during the migration by invoking various business continuity plans created for the operational telephony service (see separate case study).
Benefits. The cloud telephony solution provides enhanced business continuity capability as calls can now be re-routed at the individual direct dial number (DDI) level and is now instantaneous. This came in very useful during the Covid-19 pandemic. Large ongoing financial cost savings have been realised along with a much simplified telecom architecture that is now easier to manage.
Tunnel Telecoms
Telecoms for Tunnel Safety
National Highways embarked on a £371m project to build a new tunnel to bypass Hindhead village along the A3 in Surrey, England. Before the tunnel could be opened to the public, SOS phones and emergency telecoms needed to be in place along with a dedicated Control Room.
The Challenge. Only a 6 month window existed to specify, deploy and test a new critical telecoms system before the deadline. The system needed to include business continuity systems and processes to ensure the safety of tunnel users and motorists.
Delivered Results. Using knowledge and experience built up over years as telephony consultants, a design was created and agreed to integrate into the wider National Highways emergency telecoms service. The system was based on a Hi-Path PBX and ISDN2 lines that routes critical calls to the Control Room.
Benefits. A robust telephony system was deployed before the deadline and within budget. Local residents have often thanked us for the new A3 Hindhead Tunnel as it has enhanced their quality of life.
Business Continuity
When Failure is NOT an Option
National Highways has a number of Control Rooms across England that together manage the motorways and major A-roads. Each operates 24 hours every day of the year. In the event of technical system failure or staff absence due to sickness, the critical telephone calls still need to be answered so that emergency help can be sent out.
The Challenge. Failure really is not an option for emergency Control Rooms. Loss of life as well as reputational damage are key concerns for public sector services. All relevant stakeholders need including to ensure all business continuity scenarios are adequately covered. The business continuity plans need to be readily available yet held secure and confidential.
Delivered Results. Using experience in telephony and applying techniques such as mathematical boolean algebra used in electronics system design, the primary, secondary and tertiary major points of failure were identified. Workshops were held with client stakeholders and suppliers to produce business continuity and disaster recovery process and plans based on standards such as ISO/IEC 17799 and ISO 22301.
Covid-19 Pandemic. Technical implementations include automatic network detection and call re-routing. The plans included if Control Room staff were absent dues to sickness. This proved to be particularly useful for the Covid-19 pandemic. Emergency calls were re-routed to other locations and mobile phones, and to enable staff to operate remotely.
Technology Strategy
Road Map Development
National Highways has many diverse technologies with many systems to support the day-to-day operations of not just the emergency Control Rooms but also for its staff within its corporate office locations.
The Challenge. Operational and business requirements often need to change in response to the external environment including new regulations and technology.
A strategy was required by National Highways and Carl was asked to formulate its next 5-year telecoms strategy. The scope covered both the emergency operational telecoms and corporate telephony services. As Carl has been in technology and telecoms for over four decades and his MBA is in Strategic Management, this was an ideal assignment to undertake for National Highways.
Delivered Results. Working closely with key stakeholders within National Highways such as users, Control Room staff, CIO, CTO and by following a strategic formulation methodology, a road map was produced, The strategy showed the technology and telephony services to be rolled out over the following five years.
The strategy meets the requirements that National Highways faces from reducing costs (hence the cloud migration project), Data Centre needs, service simplification while positioning for future technologies such as Artifical Intelligence (AI) and Autonomous Electric Vehicles (AEV).
