Written by Will Holmes, Business Manager (Public Sector), Panasonic TOUGHBOOK
Fire and rescue services are rethinking how critical information is accessed at incidents. Heavy investment in digital transformation over the past decade has ensured crews receive critical incident data through in-vehicle tablets mounted within emergency vehicles. While this remains central in the cab, crews need real-time intelligence on the ground. A two-layer approach is emerging to ensure safer, faster decisions where it matters most.
The New Reality of Incident Response
Across the UK, fire and rescue services are undergoing one of the most significant operational shifts. For years, in-vehicle devices have provided real-time updates from control rooms, mobilising fire services to the scene of an incident with as much information as possible.
Today’s firefighters operate in environments characterised by uncertainty, rapidly evolving risks, and growing volumes of operational data. Whether attending a high-rise building fire, a hazardous materials incident, or dealing with third-party providers, crews need access to critical intelligence in the palm of their hands, when outside of vehicle cabs, to make decisions in real-time.
Moving Towards a Layered Information Model
This is why fire services are moving toward a two‑layer information model using demountable Mobile Data Terminals (MDTs). Normally sitting in the rear of the cab, this delivers real‑time intelligence into the hands of emergency services at an incident, instead of crucial information remaining in the vehicle.
A demountable MDT brings intelligence to the point of risk and delivers the required information that crews need to understand exactly what they are facing, whilst allowing them to input vital data at an incident. When working with other agencies, this data can serve as a shared reference point. This enables teams to quickly align, reduce confusion, and brief other entities, such as hospitals.
By providing crews with the access and ability to share operational intelligence wherever they are working, services can improve decision-making, strengthen situational awareness, and support more effective collaboration with partner agencies. Real-time information becomes available when hazards are assessed, tactical decisions are made, and personnel safety is more dependent on accurate intelligence.
Technology Alone Is Not the Solution
As organisations seek to close the information gap, there can be a temptation to deploy consumer-grade devices as a quick and cost-effective alternative. Yet, emergency response environments place unique demands on technology that standard commercial devices were never designed to meet.
Firegrounds expose equipment to heat, water, chemicals, and excessive vibrations. Devices that are not fit-for-purpose, and which do not have the required service and support, can quickly become misplaced, damaged, or destroyed through this exposure. This necessitates replacement devices, causing additional operational and financial headaches. Furthermore, device failures in these environments is more than an IT issue – it becomes an operational risk.
Equally important are the security requirements associated with emergency services data, including secure authentication that works for shared‑user environments, not consumer logins. Devices need remote lock and wipe, endpoint protection, and connectivity that remains stable where coverage is otherwise patchy. When these aspects are missing or overly complex, this significantly hinders efficiency and productivity before, during, and after an incident.
For fire and rescue services, the real question is not simply which device to deploy, but whether the solution can consistently support operational outcomes in the most demanding environments.
From Device Procurement to Strategic Capability
For senior leaders, the decision to adopt a layered information model is not a procurement choice, it is a strategic one.
An MDT is not just a tablet in a cradle. It is an operational tool that must be rugged enough to be used at incidents, secure enough to protect sensitive information, and have dependable connectivity at all times. It also needs to be supported by proactive lifecycle management so that battery health, connectivity performance, and device stability are monitored long before they become operational problems.
These decisions cannot be made in isolation. They require collaboration between operational leaders, digital teams, technology partners, and fleet managers. Decisions regarding mounting docks, charging infrastructure, connectivity, security, support, and lifecycle management all influence front-line effectiveness and long-term organisational resilience.
Services must also consider how information flows across the entire incident lifecycle. Data should be accessible, actionable, and shareable across agencies, helping to reduce ambiguity and improve coordination during complex responses.
The fire services deriving the greatest value from digital transformation are those that are designing systems around real operational workflows – rather than adapting workflows to fit existing technology.
Building an Intelligent Operating Model
The future of incident response will be defined by how effectively organisations can act upon data-driven insights in the field, in real-time. This depends on the speed at which fire and rescue services can build the infrastructure, processes, and operational culture required to make that access seamless and dependable.
Fire and rescue services are moving towards a layered model where critical information is available at the point of risk, where decisions are made, where hazards are assessed, and where lives are protected.
This reflects a broader evolution towards intelligence-led operations, where critical data is available whenever and wherever it is needed. This gives crews what they have always needed: the right information, in the right place, at the right time.