Putting the end user first: Professional services for critical communications

As many as there are communication scenarios, there are just as many ways to tailor professional services. Whether it’s public safety, transport, or large industrial operations, each must be confident that their communication systems truly meet their needs. In the world of critical communications, the stakes are high, and one approach simply does not work for all. In our previous article, we explored user-centred design principles in this context. Now, we take a closer look at how user-centred thinking shapes customised critical communication solutions.

Professional services, in this article, refer to the expert activities that ensure each critical communication solution is designed, implemented, and supported to meet the customer’s unique operational requirements. These services include consulting, system design, integration, training, and ongoing optimisation – all aimed at aligning technology with real-world user needs. Through this customisation, communication systems evolve from standard products into tailored solutions that deliver reliability, safety, and efficiency.

The process of customising critical communication services

Consultancy and solution design

Customising critical communication services begins with consultancy, providing expert guidance to design and introduce solutions tailored to the unique requirements of organisations and service providers. Identifying the optimal solution involves a careful evaluation of existing technologies and consideration of how new technologies can be integrated with systems already in operation. A thorough planning phase ensures that solutions meet critical communication requirements and are fully interoperable with both legacy and new systems, enabling seamless operational performance.

Implementation and expert support

During deployment, expert support is essential to guide organisations through each stage of the project. While reliability, such as maintaining strong and uninterrupted voice connections, remains a priority, there is often a need for additional capabilities, including video, advanced data transfer, and real-time multimedia services. These requirements are carefully assessed and incorporated into the solution, including user interface design and other customisations to ensure the system aligns with operational needs.

Training and skills development for your teams

To maximise the value of customised services, it is crucial that field teams have the right devices and the necessary skills to use them effectively. End users must fully understand the features designed to enhance daily operations, particularly during transitions from narrowband to broadband systems.

Optimisation and ongoing professional involvement

Comprehensive training and ongoing support ensure that organisations can leverage the full potential of their tailored communication solutions. To ensure a solution never becomes stagnant and that security remains robust, professional services should be utilised beyond the initial deployment for as long as they are needed. By aligning technology with operational requirements and providing continuous guidance, customised services deliver reliability, safety, and efficiency in everyday field operations.

Download one of our whitepapers which which tackles professional services necessity when deploying broadband networks:

 Click here to download

Designing customised services must always focus on the end user

When designing customised services for critical communications, the end user must always be the primary focus. Each industry and operational domain has unique workflows, terminology, and regulatory requirements – for example, public safety differs significantly from utilities. Understanding these specifics ensures that solutions are not only technically effective but also practical and intuitive for the people who rely on them every day.

Achieving end-user acceptance is central to successful deployment. This requires actively involving users throughout the design and implementation process, from initial requirements gathering to testing and feedback. Observing real workflows and incorporating user feedback into the system design helps to ensure that the solution meets actual operational needs.

Analysing field operations through concrete use cases helps verify usability and operational efficiency. Key principles guiding design include user-centricity, reliability, multimodality, and interoperability. Interfaces must be task-oriented and intuitive, enabling users to operate effectively and confidently across different devices and operational scenarios.

The adoption of MCX in France

France’s RRF network is a major step forward for public safety, replacing legacy Tetrapol systems with a secure, high-speed broadband solution. Developed by Airbus and partners, it provides mission-critical push-to-talk, video, geolocation and data services for 300,000 emergency responders, with full deployment planned by 2028.

RRF sets a new European standard for critical communications, shaping the digital transformation of public safety networks. Watch the video to see how Airbus supports end users throughout this nationwide deployment.

Looking ahead, professional services will play a crucial role in future-proofing critical communication networks. In the coming years, new innovations will enable real-time insights, predictive maintenance, and more responsive decision-making for public safety responders.

In addition, international coordination will become increasingly important. Future professional services may include collaboration with other nations to support seamless cross-border emergency communication, ensuring that responders will be able to operate effectively in multinational operations or during large-scale events. By continuously evolving and preparing for new technologies and operational needs, organisations can position themselves to maintain a reliable, flexible, and future-ready communication infrastructure.

Which services are best for you?

If you are planning to adopt mission-critical communications over broadband, or if you are already using an Airbus solution, why not reaching out why our Airbus experts to find out which services are best for you.

Contact us

Do you need more information on professional services and how they can help you build a successful broadband future? Find out more about our professional services