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.

Concerto has been a real success in ensuring the team has access to information.

Ross Macdonald
Planned Improvement & M&E Services Team Principal

GAME CHANGER compared to our current solution.

When asked to do a change to the system at very short notice Dale was very helpful and got the job done!!

Simon Retter
AMS Project Support Officer

Bringing Concerto data together with wider business datasets in our enterprise data warehouse has unlocked powerful insights, helping us make smarter, quicker decisions across the organisation. Spot On.

Stuart Truman
Product Owner

You can be rest assured that you'll be looked after.

Karl Goodenough
Hard Services Operations Manager

Concerto is awesome.

Mark Dovey
Resources Directorate

I have tested and everything is pulling across as it should. THANKYOU THANKYOU THANKYOU - To all of you for helping me out with this- I am literally crying with tears of joy!

Tisha Jardine
Facilities Helpdesk Manager

Super excited and impressed with what we can achieve.

Aydin Sipaloglu
Assistant Director Property

Thank you so very much for dedicating yourself to us for the last few days.

Zoe Curtis
Director of Visitor and Venue Services

Working with you does not feel like a battle as some projects do with suppliers but definitely more of a partnership.

Veronica Watling
Project Manager - Transformation

Good forums involving other authorities.

Michael Beswick
Property Information & Systems Manager

You have a great team at Concerto.

Claire Norman
Project Office Manager

Start building a deeper understanding of your estate and assets today

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