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Business

New measures to boost resilience of 999 call system

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A GOVERNMENT review published today helps to bolster the resilience of the 999-call handling system following a technical fault last summer
The incident, the first in nearly 90 years, has sparked the introduction of further safeguards to ensure continued public trust in the emergency call handling system
Measures are aimed at ensuring a swift and coordinated response to similar incidents in the future
New measures will boost the resilience of the 999-call handling system, after the first technical fault of its kind in almost a century affected the platform last summer.

A notification system between BT, the emergency services and UK Government has been put in place to ensure all ambulance trusts and police forces can rapidly enact a coordinated response.

In the unlikely event of a future incident, the Government would also issue public advice on what to do to continue to reach the emergency services.

The new measures come as the Department for Science, Innovation and Technology has today (21 March 2024) published a review into the extremely rare incident which occurred last July and established six recommendations to bolster the robustness of the system.

While the emergency call service has historically proven itself to be very resilient, the review represents an important move to ensure any potential future risks to the public are minimised.

The most pressing recommendation has already been completed, with BT implementing immediate improvements to its systems to prevent similar future occurrences.

In the immediate aftermath of the event, BT launched a comprehensive investigation into the fault and published their report on 29 July 23, taking full responsibility for the disruption and recognising the critical national importance their 999 infrastructure plays.

Secretary of State for Science, Innovation and Technology Michelle Donelan said:

“The incident in June of last year marked the first significant disruption to the 999 system in nearly 90 years. We are determined to prevent history from repeating itself, with public safety being absolutely paramount.

“This is why, following a thorough review of the incident, we are working with BT to establish enhanced resilience measures, ensuring the UK is always prepared to effectively address major emergencies.

“The government remains steadfast in its commitment to safeguarding the public’s safety and well-being.”

Alongside measures to improve risk management and communications, the new recommendations focus on enhancing the UK Government’s oversight during potential future incidents.

The Cabinet Office will coordinate efforts to instil greater clarity on responsibilities and accountability for the 999 system’s resilience to a range of challenges. These include cyber-attacks, natural disasters, high numbers of calls, and simultaneous incidents, ensuring the system is robust and can effectively respond to a wide range of emergency scenarios in the future.

These improvements will be made by testing of the Government’s 999 Strategic Incident Group – a dedicated cross-system incident notification and response protocol – and establish guidance to help emergency services and the Government communicate with the public during call system incidents.

To further enhance public awareness and preparedness, a cross-government communication plan will also be developed by the end of April, creating a central point of public advice for various scenarios involving potential disruptions to 999 calls and covering all four nations of the UK.

The review has drawn on the evidence and expertise of all relevant stakeholders, including Emergency Authorities, BT, Ofcom, Government departments, the Devolved Administrations, and Local Resilience Forums. 

All recommendations are to be implemented by the end of April 2024.

Howard Watson, Chief Security and Networks Officer, BT Group, said: “At BT Group we take great pride in underpinning the national 999 service and recognise the critical importance our infrastructure plays. The level of disruption to the service on Sunday 25 June 2023 has never been seen before and we are sincerely sorry for the distress caused.

“While no technology is 100% resilient, we have built a highly robust network with multiple layers of protection to connect the public to blue light services in their time of need. We take our responsibility to the emergency services and the public seriously, and on this occasion we fell short of our own high standards for the 999 service.

“As outlined in the Government’s Post-Incident Review, we have put in place a comprehensive improvement plan to prevent this series of events reoccurring. We are also committed to working with all 999 stakeholders to continue to improve end-to-end resilience of the system.”

Chair of the 999/112 Liaison Committee and Assistant Chief Constable Catherine Akehurst said: “I welcome the findings of the review, which has had public safety at the forefront. Although this incident was extremely rare it is essential that we learn the lessons from it, and the review’s recommendations will further strengthen arrangements across the country. This includes coordination across all partners in the system – across BT, the Emergency Authorities around the country, and Government – to ensure public can continue to access the emergency services whenever they need to.”

The UK Government will continue to work closely with BT and industry stakeholders to provide reliable access to the UKs emergency services. The recommendations detailed in the Review will be overseen by Senior Government Officials to ensure the continued resilience of the Public Emergency Call Service.

Business

Curiosity kitchen to close doors as owner takes a ‘heartfelt pause’

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PEMBROKESHIRE’S beloved Curiosity Kitchen is set to close at the end of March, as owner Beverley Newman makes the difficult decision to step back from the business.

In an emotional statement, Newman expressed gratitude to her loyal customers, many of whom have described her venture as a hidden gem.

“I’ve always said that my best days were those spent with my most positive, supportive customers—the people who made this journey worthwhile,” she wrote. “Time and time again, I’ve been told that there’s nothing like my place in Pembrokeshire, that it belongs somewhere like Cardiff or even London.”

However, despite the admiration for her work, she acknowledged that keeping the business going was no longer sustainable.

“To continue would mean treating this as a passion project rather than a viable business,” she explained. “With bills to pay and my own future to consider, I have to make the difficult but necessary decision to step back—for now.”

Newman, who has run Curiosity Kitchen with a focus on creative, high-quality bakes, reassured customers that this was not a farewell, but rather a “strategic pause.” She expressed a desire to travel and gain fresh inspiration before potentially returning with new ideas and a different venture in the future.

“This isn’t failure. It’s simply a detour,” she said.

The announcement has prompted an outpouring of support from customers saddened by the closure but eager to see what the future holds for Newman.

In response to messages from well-wishers, she hinted that her distinctive flavours could soon be available at another Pembrokeshire venue.

Curiosity Kitchen is expected to close by the end of March.

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Business

Karen Wood bids farewell to Dragon LNG after 15 years of community impact

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AFTER more than 15 years at Dragon LNG, Karen Wood, the company’s External Relations and Social Performance Manager, is leaving her role, marking the end of an era in the company’s extensive community engagement efforts. Her departure, effective today (Feb 28), concludes a journey that began in September 2009, during which she played a key role in fostering corporate social responsibility initiatives across Pembrokeshire.

Reflecting on her time at Dragon LNG, Karen highlighted the overwhelming support she has received from colleagues, educators, policymakers, and community leaders, describing it as “incredibly humbling.” She expressed gratitude for the collaborations and friendships built over the years and shared a special memory that encapsulated the impact of her work.

Emily’s story: A legacy of opportunity

School staff, governors, staff from Pembrokeshire County Council and Darwin Experience board members back in 2020.

One of Karen’s proudest achievements is the Dragon Darwin Experience, an initiative aimed at inspiring and educating young people in Pembrokeshire. Among the many success stories from the programme, she recalled Emily’s Story, a tale that continues to resonate within the community.

The Dragon LNG Darwin Centre Experience: Providing free field trips and hands-on activities to engage pupils

Emily was the first girl to take part in the Dragon Darwin Experience workshop in 2005, held at Pembrokeshire College under the leadership of then-principal Glyn Jones. Years later, in 2017, Karen commissioned Emily’s Story to support Dragon LNG’s application for the prestigious UBS UK Award for Education at the UK Business in the Community Responsible Business Awards. Competing against corporate giants such as British Land Rover, Greggs, Toyota UK, RBS, Hogan Lovells, and Amazon UK & Ireland, Dragon LNG made it to the final round, facing a grilling from an eight-person panel that included representatives from UBS, Goldman Sachs, Rothschild & Co, and Amazon UK.

Dragon LNG was working with 76 local schools when it won an award in 2017

On July 4, 2017, at the Royal Albert Hall, Dragon LNG achieved a milestone moment—winning the award, becoming the only Welsh company to do so that year. While Emily was unable to attend the ceremony due to volunteering overseas, her journey exemplified the long-lasting impact of the programme. The award recognised Dragon LNG as a leader in corporate responsibility, demonstrating how business can drive positive social change.

“Your organisation is a powerful example of the difference business can make to address some of society’s biggest issues,” read a congratulatory message from Business in the Community.

Karen also revealed that an update to Emily’s Story was commissioned last year to celebrate the 20th anniversary of the Dragon Darwin Experience, ensuring the legacy continues to inspire future generations.

Huge impact: Karen Wood has driven Dragon’s engagement with the community

Closing a chapter, looking ahead

As Karen bids farewell to Dragon LNG, she leaves behind a strong legacy of educational and community engagement initiatives that have touched countless lives. While this chapter in her career closes, she remains optimistic about the future and looks forward to seeing the ongoing positive impact of the programmes she helped establish.

“While this particular book is closing, I know the stories, lasting friendships, and connections we’ve built will endure far beyond my final day. I hope our paths will cross again, and I’ll be cheering you on as you continue to achieve great things,” Karen said in her farewell message.

Her departure signals a new phase for Dragon LNG and its community programmes, raising questions about what comes next for the company’s engagement initiatives. However, one thing remains clear—Karen’s contributions have left an indelible mark on Pembrokeshire, ensuring that the seeds of opportunity she helped plant will continue to grow for years to come.

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Business

Businesses urged to enter Wales Business Awards as deadline looms

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BUSINESSES across Pembrokeshire and Carmarthenshire are being encouraged by Chambers Wales South East, South West and Mid to submit their entries for the highly anticipated Wales Business Awards 2025 as the deadline approaches.

The Wales Business Awards celebrate the best of business in Wales and local firms now have just one week to go until the entry deadline (Friday 7 March).

The awards are free to enter for both Chamber members and non-members and entries can be submitted by completing an online application form.

Gus Williams, interim CEO of Chambers Wales South East, South West and Mid, said: “The Wales Business Awards annually showcase the incredible work and achievements of the Welsh business community and 2025 is set to be another fantastic year!

“The only thing stopping the possibility of your business winning is not entering. There are so many successful businesses in Carmarthenshire who could have the chance to walk away with one of our prestigious accolades and we strongly encourage them to enter before it’s too late.”

There are 12 revamped categories for businesses to enter this year, including: Apprenticeship Scheme of the Year; Customer Excellence Award; Digital Business Award; Emerging Exporter of the Year; Equity and Inclusion Award; Global Business of the Year; Green Business Award; Innovation Award; Manufacturer of the Year; Outstanding Workplace Culture Award; Professional Services Firm of the Year; and SME Exporter of the Year.

The Chamber will also present ‘Wales Business of the Year’ at the ceremony on 12 June at Mercure Cardiff Holland House, which sees broadcaster Andrea Byrne return as host.

Entries can be submitted at https://cw-seswm.com/events/wales-business-awards-2025/ on or before Friday 7 March.

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