CASE STUDY: THE LONDON FIRE BRIGADE In March 2012 the London Fire Brigade (LFB) the largest fire service in the UK made the controversial decision to outsource its 999 control centre to outsourcing giant Capita. The deal will see Capita run the call centre on behalf of the brigade and also supply the new 999 control system. Existing staff including 999 control officers and back office employees will be transferred to Capita and it is expected that the new systems will go live later in 2012. According to the LFB this will save 5m over the 10 year life of the contract and will allow the service to focus on its core business of putting out fires and saving lives. Other fire brigades in the UK, also under pressure to make savings, are said to be monitoring the LFB initiative consider whether a similar approach could be taken in their areas. However, critics have argued that the moves to 'privatise' the handling the fire service's 999 calls will put lives at risk based on a concern that private companies winning such contracts would not be held accountable for mistakes. Getting the best out of outsourcing depends on successful relationship management rather than through the use of formal control systems.

Successful outsourcing depends on two things. - (b) The ability to measure what is actually supplied and thus establish the degree of conformance with specification -(c) The ability to make adjustments elsewhere if specification is not achieved.