London Ambulance Service

The London Ambulance service also called the LAS was founded in 1930. It is broadly divided into two services: the Accident and Emergency Service (A&E) and the Non-Emergency Patient Transport Service (PTS). It is the largest ambulance service in the world covering 600 sq. miles. It caters to 5000 patients and gets around 2000 to 1500 calls every day. It has a staff of 2700 people. The transportation resource is abundant with a total of 850 ambulances. LAS and CAD: The operations of LAS are wide and cover a major geographical area. The track keeping system was manual.

In order to make the operations efficient, LAS introduced the Computer Aided Despatch system. This case revolves around the failed implementation of the 2nd attempt of introducing CAD. The call taking, resource identification and resource mobilization were major activities at LAS which were dealt with manually. CAD was introduced to computerize the processes and make the work less tedious and hence deliver efficient services. The idea behind CAD was to make the processes and daily activities of LAS automated. CAD Failure: The initiation of the project took place in 1992 but the system was a failure.

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The cause of the failure can be rooted to the small and an inexperienced team who developed the system. Also, the system’s design did not follow the PRINCE methodology of development. According to the case, the system failed to address the expectations of the stakeholders and the users. The system was implemented without being tested first and therefore, the efficiency of the hardware and software was not assessed thoroughly. The implementation took place without the consent of the users. There was little if no collaboration and coordination between the LAS and its stakeholders.


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