This case study explores how the Utilita Arena in Newcastle improved its operational oversight, safety response, and incident accountability by adopting Raven Controls, a specialist incident and operations management platform.

Challenges Before Raven Controls

Before adopting Raven Controls, the arena was using traditional tools and methods that, while functional, left room for improvement in efficiency and consistency:

• Opportunity to Improve Accountability: While operational procedures were in place, tracking task completion in a consistent, transparent manner was challenging without a centralised system.
  
  

• Streamlining Routine Communications: Radio communications were effective but often busy, with routine updates occupying airtime that could otherwise support more urgent event management needs.
  
  

• Limitations in Incident Tracking: Incident documentation relied on paper-based and informal systems, making it harder to retrieve comprehensive records when reviewing past activity or responding to enquiries.

Catalyst for Change: Evolving Operational Needs

The move towards a digital incident management system was driven by the desire to enhance existing processes and futureproof operations. While traditional methods were effective to a point, certain real-world scenarios highlighted opportunities to improve the consistency of documentation and oversight. Introducing a platform like Raven Controls allowed for more accurate, real-time situational awareness, tighter control over operational information, and a clearer framework for informed decision-making.

Decision to Partner with Raven Controls

The decision to adopt Raven Controls was influenced by several factors:

• A major factor in choosing Raven was the need for better control over event documentation and operational processes. The platform has helped ensure only current, accurate information is used during events, while also enhancing situational awareness in the Event Control Room - supporting faster and more coordinated decision-making.
  
  

• Raven’s reputation for responsiveness, innovation, and continuous development.
  
  

• The platform’s ability to integrate with existing technologies, including Evolv security screening systems.

Implementation and Onboarding Experience

The support provided by Raven’s team was instrumental in ensuring a successful rollout. Key highlights of the onboarding process included:

• Pre-launch Support: Personalised guidance and set-up assistance in the weeks leading up to launch.
  
  

• On-site Rollout Assistance: Hands-on support during the live launch to troubleshoot technical issues and provide user guidance.
  
  

• Best Practice Advice: The Raven team offered tailored recommendations to optimise platform use and align it with the venue’s specific operational workflows.
  
  

• System Integration: Support in linking Raven to the venue’s Evolv screening technology, enhancing its overall threat detection and response capability.

Operational Improvements Since Implementation

Incident Management

Raven has significantly enhanced the arena's ability to document, evidence, and resolve incidents:

• Audit Trail Creation: All issues are logged with full supporting data - photographs, timestamps, and situational updates - ensuring complete transparency.
  
  

• Ongoing Issue Tracking: Maintenance problems and other prolonged issues can be monitored over time, with real-time updates available to management.
  
  

• Data for Decision Making: Incident trends and learnings are easily extracted, contributing to strategic operational improvements.

Checklist and Pre-Event Protocols

Transitioning from paper checklists to digital checklists has brought substantial efficiency gains:

• Real-time Monitoring: Management can now view checklist progress remotely from the dashboard.
  
  

• Accountability and Evidence: Photos and completed tasks are timestamped, providing irrefutable evidence of completion and compliance.

Connectivity Challenges

While the venue continues to experience issues with mobile connectivity - limiting handset use on the ground - these challenges stem from infrastructure limitations rather than the Raven platform itself. Raven’s team has been receptive to feedback and continues to provide updates and workarounds where feasible.

Impact on Guest and Staff Safety

The integration of Raven Controls has had a measurable impact on safety outcomes:

• Data-Driven Safety Improvements: By analysing historical incident data, the venue has proactively reduced accident rates among both guests and staff.
  
  

• Enhanced Threat Response: The integration with Evolv enables rapid response to external threats, potentially preventing serious harm.
  
  

• Victim Support and Evidence Gathering: Raven's documentation tools strengthen support for victims and enhance collaboration with emergency services.

Ongoing Collaboration and Development

The venue has provided ongoing feedback to Raven regarding user experience and mobile connectivity. Raven’s development team has shown a consistent commitment to responsiveness and improvement, reinforcing the venue’s confidence in the platform’s long-term viability.

Key Benefits Highlighted by Utilita Arena

• Comprehensive Incident Logging
  

• User-Friendly Integration of Response Protocols
  

• Valuable Audit and Lessons Learned Functions

Conclusion: A Strategic Shift in Venue Operations

Implementing Raven Controls has fundamentally reshaped operations at the venue. What was once a reactive, paper-heavy, and opaque system has evolved into a streamlined, accountable, and data-rich environment - enabling teams to act with confidence and clarity. Transitioning from paper to digital workflows has also contributed to the arena’s sustainability efforts. The reduction in printed checklists and reports supports ASM Global’s commitment to reducing its environmental footprint and striving for greener venue operations.

As Lewis Seddon, Security Manager and Event Safety Officer, puts it:

"Raven Controls has completely transformed how we manage incidents and operations. From real-time checklists to evidencing issues with clarity, it's given us the accountability, structure, and insight we were missing. It’s now an essential part of how we keep our venue safe and efficient."

Raven isn’t just a tool - it’s now embedded in the day-to-day rhythm of the venue, underpinning safer, smarter, and more coordinated operations.