24/7 Command and Control collaborative user-centric decision-making for mission-critical operations
The availability of an abundance of information (‘Big Data’) brings new opportunities to provide the right insights at the right time, but also the risk of overload and losing valuable information in a bucketload of useless stats. Plus, today’s ‘Always Connected’ state offers the possibility to deliver information faster and in new ways. This new information age calls for a powerful and dedicated infrastructure for data sharing and visualization.
The main challenge for organizations today is the ability to adopt new workflows that integrate smart alerting systems, heterogeneous sources, and new actors (including social media) into their current existing infrastructure (restricted or more open). It is crucial to have ensured one's solution that allows interoperability across multiple secured networks, enabling optimal situation awareness
It is also true that today, only a small portion of the available information is fully analyzed and monitored. Astute Risk / Security / Safety leadership understand how technology can leverage their ability to mitigate and respond effectively by getting the most out of data, but critically do not underestimate the importance of the decision-making being in the hands of competently trained members.
Command and Control Operations must be tailored to the various modes of Operational Collaboration Systems by integrating enterprise-grade solutions across “the four quadrants operations offering open and restricted infrastructure/users:
- The Control Room The control room is an organization’s central information hub. Here, all information comes together to be analyzed and interpreted. PSIM / VMS software enables one to have easy display wall management, efficient collaboration and fast decision-making ? in and beyond any control room. This PSIM / VMS software provides operators and decision-makers with easy access to video, images, and data, and allows one to connect to this information, configure how and where it is displayed, and collaborate in the most efficient way.
- Individual surveillance and control room operator workspace. Unfortunately, the operator design workspace has not quite kept pace. The result is a very inefficient way of working, in which operators often have to switch between several computers on their desk – each with its own keyboard/mouse combination – to get the information they need. Surveillance and Control Room Operators workspace design should offer a highly efficient virtual environment that integrates all needed information in one place.
- The First Responder/security/safety/ traffic field worker The mobile worker or field agent are not confined to the organization’s premises. The design should allow operators to push ‘perspectives’ (bundled information windows) out of the control room to the field and mobile users or remote decision-making units. This allows organizations to keep all stakeholders informed efficiently without setting up a heavy command structure
- The Crisis Room Decision-Maker. In crisis/incident/event situations, decisions need to be taken extremely fast (it takes 5 min for a fire to get out of control - you cant we waiting for the local fire services to respond in peak traffic to deal with the fire). In addition to being handled in the control room; alternatively, an outbreak of a separate crisis (or executive) room is needed. By means of dedicated screen technology and user-intuitive presentation, tools will ensure that all needed information to make the right decision – whether coming from the control room, the network, or one of the attendees’ mobile devices – can be displayed optimally, which leads to better and faster decision-making.
Every management decision taken in any Command and Control Center should be underpinned by the information displayed on laser rear-projection video walls or LCD video wall – from CCTV, LPR, text overlay, access control, intrusion alarms, floor plans images thru’ to operational KPIs. This really becomes the brains of any companies/tertiary/urban/safe city/major events security.safety. emergency, traffic operations.
SURVEILLANCE
It is true a surveillance camera can operate 24 hours a day, seven days a week, 365 days a year without a toilet, smoke, or lunch break. It does not need a holiday, maternity leave and rarely goes sick” (French 1998). “But” be cautioned “it doesn’t actually do anything. It is the operators that produce the results required" (French 1998)
As stated earlier cameras are only as intelligent as those operating them or, to put it another way, the intelligence provided to them
Have you stopped to consider "What protocols are put in place in your Command and Control operations to monitor such things as the behaviour of the “watchers “
Evidence suggests that the benefits of CCTV surveillance will:
a)fade after a period of time,
b)displacement may occur, or
c)there may be a shift to different sorts of crime which are less susceptible to CCTV surveillance. For these reasons, CCTV on its own can do little to address long-term crime prevention.
There is a need to tailor other crime prevention measures to enhance the whole package - there isn't much point watching a group of people drinking themselves to death every night, resulting in violence and aggression to passers-by if there aren't visible first response services and programs provided to assist these people. People affected by alcohol or drugs will not be deterred from being in a camera monitored space
Operational Requirments
Willy-nilly putting up surveillance cameras due to a knee-jerk reaction to a tipping point or crime incident is not going to provide the desired results. It is critical to properly determine what the cameras are expected to do.
CCTV is a product that aids optimized decision making
The value of surveillance is realized when converted to:
– Intelligence
– Evidence
For example:
Target to be Observed
a Persons
b. Groups or Individuals
c. Packages/Objects (e.g. briefcase)
d. Individual vehicles
e. Traffic
f. Security//Emergency services during operations
g. Is targe stationery or moving (Note speed, i.e. X mph).-
What Activity by the Target is of concern
a. Damage to property, lifts, student unrest, litter/graffiti, shoplifting, vehicle hijacking, pickpocketing, loitering, ATM, vehicle booms, substations, cash offices, POS, creche, pharmacy stock room etc
Purpose of the Observation
a. Monitor
b. Detect
c. Recognise
d. Identify
When is observation needed:
1. Until arrest/curtailment
2. During the whole incident, initiated by alarm
3. 24 hours
4. Between particular times (Peak rush periods, during events, licensing hours)
5. Days of the week/ school/business / public holidays
6. During/outside trading hours
7. During pre-organised events based on advance information/special intelligence
8. When few/many people are about
9. On-demand by the Control Room Operator
10. When Security, Fire, Medical, SHE, Traffic, Investigators are responding to incidents
11. Daylight/Darkness
Conditions under which the system needs to be effective:
1. Normal/special weather conditions (wet ground/wind/mist
2. All likely conditions during applicable times
3. Fire/Flood
4. With up to 1,2,3, etc simultaneous inputs of the same priority
5. Changing light levels
6. Using existing lighting only
7. Lighting may be enhanced (designer to specify)
Picture Quality/Content factors needed to achieve success
a. Clear view of suspect’s body language to
identify potential problems
b. Ability to follow the progress of a target
c. True colour
d. Real-time
e. Clarification of actions is the suspect
using a key/implement?
f. Pictures showing vehicle/ license plate / facial details for evidence of identity
g. Automatic alarmed area display
h. Overall view of the scene
How quickly does Command and Control Operations need to act:
Search for and detect target:
1. Immediately
2. Within minutes
3. Within hours
4. Within days
5. Depends on each individual case or act from an action plan already drafted
6. ASAP
Frequency
7. Continuous
8. Hourly
9. Daily
10. Monthly
What will the Control Room operations do when the activity occurs:
1. Monitor and track
2. Follow action (achieve close-ups)
3. Identify the location of object/activity
4. Notify response team by radio/telephone
5. Investigate personally
6. Direct resources
7. Describe the incident to the controller
8. Alert external agencies and direct pictures to Crisis Command Control Centre monitors
9. Search for Target
10. Follow set MIS operational procedures
This by no means is all, the list of the operational requirements needed is extensive
Surveillance and Control Room Operator Competency Minimums
A set of operator tasks need to be defined for each function
Tasks:
– Operator role designation and
– Operator performance requirements
Functional areas:
– System Capabilities
– Human Interface Requirements
Operator Competency Minimums
The required competency minimums are much more than a PSIRA Grading and or having worked in a "Control Room". As a minimum they should have the following:
?Experience operating Command and Control systems control,
?Incident management,
?Automated communications networks and systems,
?Accomplished techniques and strategies for information dissemination
?Has been responsible for the major functions or tasks of a Command and Control Operations
?Has sector-specific management knowledge
?Is a specialist in risk assessment
?Is a specialist in disaster management
?Computer literacy (typing skills – a minimum of 40 words per minute)
? Completed an accredited Control Room Operator and Surveillance Operator course for:
a) Technical understanding to use PSIM, VSM, Networks, Occurrence Book & Alarm Monitoring, Radio Comms and other software applications
b) Body language recognition skills to detect suspicious behaviour on CCTV footage
?Be vigilant and alert
?Ability to remain calm under pressure
?Excellent communication skills
?Problem-solving orientated
?Conflict resolutions skills
?Community awareness
?Ability to prioritize tasks
? Attention to detail
?Reliability and punctuality
?“Sprinter Mentality”
?Min 3-4 years SAPS, metro police, EMS experience
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