Transforming wellbeing support for the fire services community

The Fire Fighters Charity (FFC) offers lifelong mental, physical, and social wellbeing support to over 300,000 members of the UK’s fire services community. With increasing demand for services and the need to reach beneficiaries more proactively and efficiently, the charity recognised a need to evolve its digital capabilities. FFC partnered with Digital Wonderlab to drive a strategic digital transformation – one that would improve accessibility, modernise operations, and futureproof the organisation’s service delivery.

Working closely with FFC, we began by developing a comprehensive digital strategy rooted in their organisational mission. We introduced a digital maturity framework to guide decision-making and prioritise change, while aligning people, processes, and technology. Our collaboration focused on embedding new ways of working that would empower internal teams, enabling them to deliver more agile, digitally-enabled services.

Throughout the engagement, we supported the charity in managing a portfolio of initiatives designed to extend their reach and improve impact. This included scoping and implementing virtual consultation capabilities, digitising access to resources, and helping establish stronger internal governance around project delivery. Our role also included coaching and mentoring to build confidence and digital literacy across the team.

Through this partnership, The Fire Fighters Charity has been able to enhance access to wellbeing services, reaching more beneficiaries regardless of location. The shift to digital consultations has removed physical barriers, allowing the organisation to move from a reactive to a more proactive model of care. Internally, the charity is now equipped with a clear digital roadmap, stronger project delivery processes, and a more connected, empowered team.

Perhaps most significantly, the transformation has fostered a digital-first mindset within the organisation, making it more resilient, responsive, and able to scale support in line with the evolving needs of the fire services community.