Building a future-focused CFA: What’s ahead in 2025
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To support our strategic goal of becoming a future-focused organisation, we’re developing a series of streamlined solutions that will make it easier for members to access support, manage equipment and maintain operational readiness.
These initiatives go beyond modernising our systems - they are about reducing administrative load, enhancing transparency and enabling our members to focus on protecting our communities.
What’s coming in 2025
✅ New ICT Service Desk portal
A new portal to raise ICT Service Desk tickets will replace the current Cherwell solution and give members a modern, user-friendly interface that will be accessible without a connection to the CFA network.
Enhanced with streamlined processes and self-help knowledge articles, the portal is designed to improve efficiency and reduce ticket resolution times. Users will also benefit from real-time ticket tracking for greater transparency.
The new portal is planned to go live in November. ICT Service Desk email and phone number channels will remain available.
For more details visit our Members Online page.
✅ Fire Equipment Maintenance system and field app
FEM brigade officers and field technicians will soon move away from manual processes and paper-based activities, using a dedicated system and field app to manage their work digitally. This transition will significantly improve efficiency across the entire FEM process, delivering better outcomes for FEM brigades, FEM technicians and FEM customers.
A pilot of the new system is currently underway with a selection of FEM brigades to make sure it meets operational needs and effectively supports FEM activities in the field.
Go-live is planned for November. The transition plan is still being finalised - stay tuned for more information.
For more details visit our Members Online page.
✅ Mobile application for BA cylinder exchange
A new mobile application and QR codes will streamline the management of Breathing Apparatus. Brigades will be able to exchange cylinders. This will improve efficiency and traceability across the field and reduce the time and travel required for CFA members to get cylinders replenished.
More information will be coming soon.
For more details visit our Members Online page.
Why this work matters
These initiatives are more than technology - they are about putting members first. They are stepping stones to a more integrated, modern and efficient CFA, ensuring volunteers and staff have the tools they need to serve communities safely and effectively.