“Using Motorola two-way radio and the expertise of Eemits Communications we have created an integrated on-site communications network that improves teamwork and event management while costing 60% less to install and operate than alternative technologies.”Kevin McHugh, ICT Manager, Harrogate International Centre
Harrogate International Centre (HIC) has replaced the three different communications technologies previously used by its 100-strong event management team with a single tool by switching to Motorola trunked two-way radio. A top venue for conferences, exhibitions and banquets with a 2,000-seat auditorium and eight exhibition halls, HIC has hosted conventions for leading British institutions and concerts from pianist Jules Holland to jazz singer Katie Melua. The new Motorola two-way radio system gives the Centre unrivalled transmission quality, which improves efficiency by enabling users to hear and transmit messages first time. Motorola’s small, lightweight handsets are easy to carry and offer rich functionality, long battery life and user-friendly operation. Designed by Authorised Motorola Dealer Eemits Communications, the new system was implemented at HIC in just half a day and interfaces with the Centre’s telephone network and alarm systems to provide a fully integrated communications solution. Installing and operating the Motorola two-way radio system costs 60% less than using other leading mobile technologies on the market, while offering a range of sophisticated user features and improved ease of use.
Replacing Multiple Technologies with a Single Communications Tool
Event managers and organisers at HIC previously used three separate communications tools to coordinate their day-to-day activities and ensure the safety and enjoyment of the thousands of visitors who attend each of the Centre’s events. A duplex, three-channel two-way radio solution had been used for some years but congestion was a problem. At peak times staff were often unable to connect to the system to transmit urgent messages to colleagues. This slowed down operations at HIC and impacted upon the ability of employees to react promptly to requests from exhibitors or visitors. The system’s open-channel permitted only group communication and discreet one-to-one conversations with colleagues were not possible. The large, heavy handsets were difficult to carry, particularly for female users, and the short battery duty cycle meant that the radios needed frequent recharging. Because of the inadequacies of the two-way radio network, pagers and mobile phones were also being used by front-of-house staff, catering crews, car park attendants and event management teams when communicating with each other.
“Operating three different communications systems was complex, costly and inefficient,” says Simon Kent, head of technical department, Harrogate International Centre. “We decided to carry out a review of the leading mobile communication technologies available and implement a single solution that could give our teams the freedom to communicate as they needed from a single handset. ”
During a series of workshops, users and managers drew up a list of the ‘essential’ and ‘desirable’ requirements for an on-site communications solution. The choice of solutions was narrowed down to Digital Enhanced Cordless Telecommunications (DECT) or WiFi, cellular phones and mobile or trunked two-way radio.
DECT and Cellular Present Coverage and Cost Problems
DECT could offer small, lightweight, feature-rich handsets liked by users but the high infrastructure costs required to hardwire more than 100 base stations to ensure complete site coverage made these technologies too expensive. Choosing WiFi would result in similar coverage problems and could not easily integrate with the Centre’s fire and intruder alarm systems. Staff would also lose the instant, press-to-talk capability that was a major benefit of two-way radio and limited group calling features could make it difficult to communicate simultaneously with all users on the network.
Cellular was a popular choice because it required no investment in infrastructure and low-cost, tactile handsets made it a popular choice, both with HIC’s users and managers. However poor signal strength in many parts of the Centre made coverage a problem. As with WiFi and DECT, limited or non-existent group calling and the lack of alarm integration were considerable drawbacks. Potentially high call costs were also an issue as the Centre would find it difficult to control usage and manage call costs economically.
Trunked Two-Way Radio Provides Comprehensive, Low-Cost Solution
Two-way radio with its economic price, unrivalled site coverage and press-to-talk functionality had considerable advantages over the other technologies. However, the existing traditional duplex system had already been proven incapable of providing a viable solution because of the problems of network congestion. Eemits Communications proposed trunking as a way to combine the benefits of two-radio and telephone in one solution. By enabling frequencies to be allocated dynamically to users as required, irrespective of their distance from the repeater or base station, trunking would overcome the problems of network overcrowding. One-to-one and group calling were both possible, and short text and status messages could also be sent. The trunked system could also be interfaced with HIC’s telephone system and alarms, making it a flexible and comprehensive solution.
Eemits arranged an on-site demonstration, which was attended by a cross section of staff and management, and invited HIC’s users to test the proposed new system for themselves. “The demonstration proved that a trunked two-way radio system could meet all our communication needs, “ says McHugh.” It was also a relatively low cost solution compared with DECT, WiFi and cellular.”
Most trunking handsets available on the market were large and heavy with a short battery duty cycle, which made them unacceptable to HIC’s users. Eemits recommended Motorola‘s small and smart GP688 radios, which have high capacity, lightweight Lithium Ion batteries and rank among the smallest, most feature-rich hand portables on the market. “All remaining concerns about two-way radio quickly disappeared when users tried the pocket-sized GP688s,” says Craig Matthews, managing director, Eemits Communications.
Eemits Builds Customised, Feature-Rich Solution
Eemits built HIC’s trunked two-way radio solution at its service centre and installed it in just half a day with only minimal disruption to the Centre’s day-to-day activities. The system comprises three channels, one of which is a control channel leaving two channels for voice communications. Three base stations guarantee channel availability from anywhere in the Centre, and Universal Power Supply (UPS) ensures continued communication in the event of power failure.
“Eemits proved themselves to be a value-added solution provider throughout the entire selection and implementation process,” says Kent. “They were actively involved from the outset in helping us select the right technology for our needs. Eemits built us a bespoke two-way radio solution that gives us all the functionality we need today and are likely to require in the foreseeable future, while avoiding unnecessary expenditure.”
Seamless, Flexible Communications
HIC’s organisers and event managers now use the Motorola GP688s for all their communication requirements, both inside and outside the Centre. Trunking has virtually eliminated time wasted waiting for an available channel. Group and one-to-one calls can be placed almost instantly. The GP688’s time out timer optimizes efficiency of channels used by limiting the amount of time for which a user can transmit during the busiest periods, such as immediately before an event is due to begin. Users are also alerted to missed calls by a bleep from the radio.
The GP688’s keypad display function enables RapidcallTM cellular-style one touch dialling from an alphanumeric contact list. Telephone interconnect provides a seamless connection between radio users and HIC’s telephone system. Users can call any telephone in the Centre, simply by entering the extension number on the keypad. External calls are placed by punching in a single digit for direct connection to the PABX and dialling the telephone number as usual. If a GP688 is mislaid or stolen, its loss is reported to Eemits who deactivate it through an Electronic Serial Number (ESN) validation process that protects the trunked radio system against unauthorised use of the radio. If the radio is subsequently found, the user alerts Eemits who reactivate it immediately.
Eemits have built an interface between the Motorola two-way radio network and HIC’s fire and intruder alarm systems. Facilities managers and security staff are notified by an alert tone and status text message on their GP688 when alarms are activated, enabling them to take appropriate action. Additionally, the Motorola GP688 radio’s Lone Worker feature helps improve the safety of the Centre’s security staff who patrol the building and the car parks. If staff need assistance, pressing the orange button on top of the radio instantly alerts both colleagues and the control centre, enabling help to be summoned immediately.
Accessories for Every User Need
HIC’s users carry their Motorola GP688s in the hand, pocket or on a belt clip. Lightweight headsets with boom microphones or covert earpieces are used by staff, giving them ‘hands-free’ communication. The Lithium Ion batteries last up to 16 hours, eliminating the problem of short battery duty cycles and the frequent need to recharge. “Motorola’s extensive range of headsets, microphones and other accessories lets users wear the radio in a way that suits their own preference or job requirements, “ says McHugh. “ The Lithium Ion batteries have proved so effective that we no longer need to hold spares.”
Cost-Effective Solution with Dedicated Support
HIC’s managers are extremely satisfied with the trunked Motorola two-way radio solution that is optimising staff productivity while enabling the Centre to provide the service excellence expected of a top venue. “The Motorola system operates perfectly and meets all our needs,” says Kent. “Its low operating costs make it by far the most cost-effective mobile solution for on-site communications.”
Eemits provide support and maintenance as required and work with HIC to adapt the Motorola solution as the Centre’s requirements change. “Eemits give us a first-class service with 24 hour support if required,” says McHugh.
“Their outstanding technical expertise, knowledge of Motorola products and commitment to customer care has enabled us to install the best possible communications solution at the lowest possible price.”
