ResilienceDirect: Digital technology that helps save lives

The Cabinet Office have always ensured that the Emergency Services, Armed Forces, and other key Resilience organisations communicate and plan effectively before, during, and after a Major Incident.

Since 2014, CDS have worked with The Cabinet Office to deliver Collaborate – a tool that ensures Resilience teams can work together seamlessly.

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The objective

The Cabinet Office recognised the Resilience community had fragmented through devolution and the often-changing structures of private sector organisations vital to managing Major Incidents. They sought to overcome these challenges by using web technology to support the dynamic Resilience community and foster even greater communication and cooperation – single site for flexible electronic communication and organisation cross-sector and cross-country.

The Cabinet Office organisation responsible for bringing governmental, military, charitable, and private organisations together as a single Resilience community, envisioned a technological hub to store and review documents and plans for all stages of a Major Incident. Something adaptable and reactive, a tool that could accommodate the fluid nature of a crisis and the shifting hierarchies of Local Resilience Forums.


The solution

Collaborate has a fully-customisable hierarchy based around Communities that can hold unique Content Pages, Document Repositories, or even sub-Communities. Each such object can be assigned unique security groups and parameters, allowing for both practical fluidity and the strict control of information and Command and Control structures that Gold, Silver, and Bronze Commanders rely upon during a Major Incident.

Through Collaborate, Local Resilience Forums can now upload and review plans, minutes, and Incident Reports in one central location. Documents that were paper-only for decades are now electronically available and reviewable, with fully auditable Configuration Management. The secure but open nature of Collaborate also allows for extranational support for incidents that cross borders, such as from the Republic of Ireland’s Resilience community.

In summer 2017, a project to upgrade the system kicked off with a series of Discovery Workshops. The feedback from all workshops was collated, rationalised and presented back to the team with recommendations. Interactive wireframes were produced as part of an iterative process of end user testing, before settling upon the final agreed proposition.

The new features and user interface launched at the end of March 2018 and was immediately in use for live incidents both small and large.


ResilienceDirect has transformed the way that local resilience forums share work and good practice, dramatically improving information-flow, which is so critical in a major incident.

Paul Netherton, ACC

Devon and Cornwall Police


The results

Collaborate launched in March 2014 and it is now a central pillar for Major Incident management. There are over 30,000 active users, with access to more than 230,000 documents, across 5,600 Communities.

Nearly 3,000 Incidents have been managed or reviewed with Collaborate, including the most devastating and dreadful to affect the UK. Recently, the tool has played a key role in the Grenfell Tower, Parsons Green and Manchester bombing incidents. Every affected organisation acted on a single version of the truth and with a single purpose during a truly devastating time.

Following the 2018 redesign, UX overhaul and enhanced functionality launching, new user registrations are up to over 600 per month.

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CDS have been an integral part of the ResilienceDirect service from inception to the latest changes. Supporting the UKs Resilience Community to enable collaboration. An awesome partner and helping keep the UK Safe.

Luana Avagliano

Head of ResilienceDirect

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