West Sussex County Council


West Sussex County Council Resilience and Emergencies Team (WSCC-RET) implemented world-class incident and crisis management software CIM to consolidate critical emergency data into one cloud-based system for more efficient response processes.

Thanks to CIM’s accessibility, comprehensiveness, and ease-of-use, the time taken for WSCC-RET to register an incident, log an action, and share information has greatly diminished. This in turn has improved process efficiency and delivered significant time-savings when responding to emergencies.

About West Sussex County Council Resilience and Emergency Team

WSCC-RET provides 24-hour support to the residents of West Sussex, responding to all manner of disruptive events.


The team has a duty to respond to unforeseen and rapid increases in demand for their services, such as in the event of widespread emergencies or incidents, and its core function has four key aims:

  1. Enable West Sussex County Council (WSCC) and its directorates to fulfil their legal and functional duties as outlined under the Civil Contingencies Act 2004.
  2. Increase the awareness and resilience of West Sussex residents, communities, and businesses, particularly in preparation for a disaster.
  3. Support, enable, and co-ordinate the delivery of business continuity planning and crisis management to all county directorates.
  4. Deliver resilience advice, response, and recovery capabilities to all residents of WSCC on a 24/7/365 basis.


Emergency Response Challenges

“Different Resources in Different Places” Limited Emergency Response Processes

CIM case study Hope-Blanbamer-WSCCWSCC-RET struggled to access critical resources – incident logs, key contact information, rotas etc. – when responding to emergency situations, because the previous incident management system (IMS) failed to support these core provisions.


This made it necessary to navigate several systems to access vital information, and incurred additional complications when working alongside other teams on an ongoing basis. Hope Blandamer, Resilience and Emergencies Advisor, said:

“We were struggling with havingdifferent resources in different places. We wanted something which would be easy for the team to manage on a day-to-day basis, but also simple to use in conjunction with other teams in an emergency situation.“

The recommendation from WSCC was to implement a fit-for-purpose incident response system that would improve emergency response and reduce the time taken to respond adequately to the incident.”


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How CIM helped

"Improved Precision and Record-Keeping" Thanks to the CIM Mobile App 

Soon after the smooth implementation of CIM, WSCC-RET were called upon to respond to a fireDashboard_mobil_transp

in Worthing, a seaside town 10 miles west of Brighton. The fire had spread to several flats, and members of the Resilience and Emergencies Team were tasked with managing the re-location of residents to temporary accommodation.


With the facility of the CIM mobile app, the WSCC-RET members first on scene were able to accurately record critical details of those affected and upload this information, via the cloud, into the CIM database.


The time of each event, every action taken, and the contact details of each resident were immediately retrievable by every member of the WSCC-RET staff. This not only improved precision when contacting residents about re-housing but also streamlined the resolution of the incident itself.


Hope said: “Choosing CIM was a great decision. Using CIM, we no longer have to rely on disparate systems to access the information we need. Meanwhile, other WSCC departments, such as our communications team or press officers, can use the system for their own purposes, facilitating integration across departments.”


Results - CIM Delivers Improved Emergency Process, Response, and Resolution

Thanks to the implementation of CIM, daily processes have become far more efficient and the time to effectively respond to and resolve emergencies has significantly reduced. Hope confirmed that the implementation of the system delivered a number of crucial improvements. Hope said:

“All my colleagues have recognised an improvement in their efficiency and output when using CIM compared to before. It is now well integrated into our way of working and has the information we need, when we need it.. The system is used every day by the Resilience and Emergencies Team, as well as by colleagues in other teams when called upon. From our perspective, we mostly rely on the incident log, where all our information is stored and where we can find a comprehensive report of what happened during the response to an incident.”

CIM Case study West Sussex County Council


    See more of our references

    Since its beginnings in the Norwegian Ministry of Foreign Affairs, CIM has been implemented in over 700 organisations across a wide variety of industries, demonstrating its inherent flexibility and commitment to the core principles of incident and crisis management. Today, the system is used in energy production, offshore engineering, aviation, food production and transport but to name a few. Our clients include blue chip organisations such as Total, Vattenfall and Siemens but can also be adapted for small local authorities or manufacturing companie