Critical care, smarter systems: How NWAS uses Concerto to power emergency-ready estates

North West Ambulance Service

From emergency response to patient transport, the North West Ambulance Service (NWAS) supports over 7,000 frontline staff across one of the UK's most vital healthcare networks. But behind the scenes, fragmented systems were slowing them down.

Data lived in too many places. Maintenance was inconsistent. And the visibility needed for smart decisions? Just out of reach.

That's when NWAS turned to Concerto.

North West Ambulance Service

The challenge: High stakes, low visibility

Managing over 130 sites, including ambulance stations, operational hubs and support buildings, NWAS needed more than a facilities management tool. They needed a centralised platform that could:

  • Track performance in real time
  • Create consistency in facilities processes
  • Deliver accurate asset lifecycle data
  • Strengthen compliance and drive accountability
  • All without slowing down critical services.

The solution: One platform. Total oversight.

Concerto delivered just that.

Through helpdesk and asset management modules, NWAS created a unified view of estates operations. Bringing all job logging, supply chain activity and data tracking into one place.

Today, teams across multiple departments use Concerto to:

  • Log and manage jobs in real time
  • Track maintenance and compliance across critical sites
  • Access ownership and lease data through estate management tools
  • Strengthen cybersecurity through Single Sign-On (SSO) authentication

And this is just the beginning.

NWAS is now rolling out additional modules for Planned Preventive Maintenance, Compliance, and Project & Programme Management turning everyday tasks into strategic improvements.

“Concerto gives us the confidence that nothing gets missed—and everything's done right, first time.”

The impact: Faster fixes, safer spaces

Concerto's introduction has made an immediate difference:

  • Faster response times
  • Higher first-time fix rates
  • Fewer delays, fewer risks

Greater visibility for smarter decisions

Most importantly, it helps protect the infrastructure that protects the public.

With Concerto, NWAS has transformed how it manages its estate. Making buildings safer, teams better connected, and services more resilient for the communities they serve.

Ready to bring clarity to your critical operations?

Concerto helps organisations like NWAS streamline their facilities strategy, enhance performance and protect frontline teams.

Talk to our team today

Because when every second counts, your systems should be as reliable as your service.

Request your personal demo

The challenge: High stakes, low visibility

Managing over 130 sites, including ambulance stations, operational hubs and support buildings, NWAS needed more than a facilities management tool. They needed a centralised platform that could:

  • Track performance in real time
  • Create consistency in facilities processes
  • Deliver accurate asset lifecycle data
  • Strengthen compliance and drive accountability
  • All without slowing down critical services.

The solution: One platform. Total oversight.

Concerto delivered just that.

Through helpdesk and asset management modules, NWAS created a unified view of estates operations. Bringing all job logging, supply chain activity and data tracking into one place.

Today, teams across multiple departments use Concerto to:

  • Log and manage jobs in real time
  • Track maintenance and compliance across critical sites
  • Access ownership and lease data through estate management tools
  • Strengthen cybersecurity through Single Sign-On (SSO) authentication

And this is just the beginning.

NWAS is now rolling out additional modules for Planned Preventive Maintenance, Compliance, and Project & Programme Management turning everyday tasks into strategic improvements.

“Concerto gives us the confidence that nothing gets missed—and everything's done right, first time.”

 

The impact: Faster fixes, safer spaces

Concerto's introduction has made an immediate difference:

  • Faster response times
  • Higher first-time fix rates
  • Fewer delays, fewer risks

Greater visibility for smarter decisions

Most importantly, it helps protect the infrastructure that protects the public.

With Concerto, NWAS has transformed how it manages its estate. Making buildings safer, teams better connected, and services more resilient for the communities they serve.

Ready to bring clarity to your critical operations?

Concerto helps organisations like NWAS streamline their facilities strategy, enhance performance and protect frontline teams.

Talk to our team today

Because when every second counts, your systems should be as reliable as your service.

What our customers think

Our customers grow with us, which is why we proudly maintained 100% customer retention in both 2023 and 2024.

GAME CHANGER compared to our current solution.

Good forums involving other authorities.

Michael Beswick
Property Information & Systems Manager

Excited at the opportunities that Concerto presents them with for delivering real business improvement and change.

Ed Curley
Project Manager AMS

The best onboarding consultant we ever had.

Thierry Lambert

Your teams have been absolutely brilliant and have made the switch possible, working with our techies and speaking in a language beyond me.

Steve Sproat

The implementation of the Concerto Project & Programme system has improved our project planning and execution.

Claire Page
Head of Property

Amazing product, incredible team.

Neil Rennison
Head of Facilities and Maintenance

Concerto gives me real-time information and transparency of our statutory obligations.

Laura Birnbaum
Assistant Director of Property & TSS

Concerto proved invaluable to the Bermuda Government Estates and Building team to allow them to continue to work from home and access their work online.

Steve Conway
Chief Surveyor, Dept of Public Land & Buildings, Ministry of Works

Thanks for all the support from everyone at Concerto.

Mark Dovey
Resources Directorate

We are a challenging organisation to work with as you can imagine, which is why I wanted to share how Leo has done an amazing job to be committed at short notice, with all aspects of the project whether this be remotely or in person.

Karl Goodenough
Operational Manager

We cannot thank you enough.

Tia Willis-Jones
Functional Developer

Start building a deeper understanding of your estate and assets today

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