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Making bridges And the final thing we did was, every night at five o’clock, we opened up a conference bridge so that customers could immediately get in contact with us, in the event that they felt that they needed our assistance or they had any intelligence to pass to us. The conference bridge: we were on it, all our customers are on it, the key agencies – the Department of Health, Department of Communities and Local Government – all have got immediate access to us so that they can raise any issues. Typically our customers have been very happy with what we provided. They’ve made good comments about the level of support, our level of proactiveness and the fact that we just got on and threw the resource in. It’s quite pleasing to see that we can have major unplanned event like this and no issues reported by our customers, just thanks. Lessons learned I think you learn every time from something like this. Our lessons-learned process is under way. We’ve circulated documents out to our customers to get their feedback on things that we might have done differently, and we are also going to be sharing with them some suggestions on things that they might have done differently. It’s a bit early for me to comment – but one of the things that we might have done differently, I guess, is more active management. We aggressively managed talk group usage, but I think there’s something to be done about customer education so that they understand the impact (sorry to keep repeating the example!) of Manchester policemen listening to a Manchester talk group in London. So we’ve learned a couple of things and we are going around doing the activity at the moment so that we pick up all the lessons from it.
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