Control Room Operators, Performance Gaps, Technology, and Operator Optimization

The world has changed. Organizations must increase efficiency to meet expanding global needs. Today, we have a never-ending wave of digital information, we have increased the complexity of plant operations, requiring far more optimization and connectivity than ever before. As we advance, we must bridge the gap between human performance and technology. Technology is not replacing the user. The user interface is the bridge and it must be measured for success. The control room operator relies on many user interfaces to make critical decisions during normal and abnormal situations. These interfaces are mostly designed by user interface designers that are not experts in user interface design.

A control room is a centralized operating facility where operators monitor and manage assets in real time. Operators are continuously tracking system performance and environmental conditions using a user centered Human Machine Interface (HMI). They execute commands to manage processes and controls often through an automated DCS or SCADA system. Operators analyze data to maintain operational efficiency and ensure compliance with regulations. They are expected to react quickly to alarms and implement emergency protocols and are involved with regulatory adherence. They use procedures and management systems to track system performance metrics, manage assets, and communicate with field personnel.

Given the complexity of processes and the high cost of incidents, control rooms are regulated to comply with safety standards and meet human factor regulations to ensure safety, operational integrity, and environmental protection. These requirements are extensive and established under federal law or by legal bodies such as: OSHA, EPA, Clean Air Act, Clean Water Act (CWA) PHMSA, FERC, API, ISO, and Sarbanes-Oxley Act (SOX).

It is important for operators to be well-prepared to make many decisions during a typical shift and the volume of information often creates cognitive overload and operational fatigue which often lead to mistakes and communication issues. Shift worker fatigue is a leading contributor to incidents and is often left unmanaged, monitored, or mitigated in a manner that is effective at preventing those incidents.

Another challenge control room operators face is the lack of preparedness during critical events like loss of power. Companies need to institute regular practice sessions; however, these can be difficult to develop. One very large industrial gap is the absence of simulation training. Developing a few simulations at a time, that focus on the worst case scenarios, can save you a lot of time and money. Simulation training has gotten better and more affordable. Time to look at it again.

Operator workload and staffing is another area that needs focus. Companies hope they have the right number of operators and most feel confident they are staffed well during normal operations, but what about emergency situations, will the right people be in the right spot during an unforeseen series of events? If you have the plant expanded (added equipment) and or changed the processes over time, it is very likely that the operator workload has changed and in most cases increased. Operator workload can be measured and staffing optimization can occur. A typical staffing study for an oil refinery takes about 8-weeks to complete. It often uncovers unbalanced workloads, gaps in operator management systems, and issues with supervision.

What about the design, look, and feel of the control room. Was it designed with the future in mind? ISO 11064 control rooms encompass ergonomic design specifications, situational awareness techniques, abnormal situation management planning, and human factors that specifically address operator performance principles. Your control room designer should be experienced in High Performance HMI design as well. The display's have an impact on the console design, screen requirements, layout, acoustics and lighting of the control room. The HMI has to be considered in the design of the room. Most control rooms that we see are dark, cluttered, and cause major issues with fatigue, data overload, and usually do not help with early detection of a problem. In fact, most control rooms are rarely designed to specifically address operator performance and response time, which leads to longer times running in abnormal, which leads to equipment issues. A control room redesign from the concept to the final design with architectural drawings and 3D renderings can be completed in less than 6 weeks.

Industry regulations can be hard to translate and keep up with. Gas and liquid pipeline operators in the US are regulated by PHMSA to develop comprehensive control room management (CRM) plans. Many pipeline companies struggled to complete the required tasks in time. Audits uncovered many issues, fines were handed out, and some companies barely passed. We found missing links between safety related alarms, missing documentation on fatigue mitigation, poor scheduling practices, HMI issues and alarm management issues. Adhering to industry regulations and standards is critical for operational safety and legal compliance. When a company can quickly implement regulatory changes, it significantly enhances operational safety and mitigates risks associated with non-compliance. CRM plan templates ensure every task is complete and thoroughly implemented. A CRM plan can be developed quickly and implemented safely with tools and management support.

It is vital to review and update SOPs in response to new technologies or operational changes. Many MOC programs include procedure updates but we often find this can easily get overlooked. We see sites that have procedures located in multiple places. Many do not have a standard format, have not been updated, and we have found procedures that do not exist. The lack of discipline on procedure management must not be overlooked. We see variances in performance between operators, shifts, and even management. Some cultures just allow the responsibility to fall where it lands. Procedure gap assessments and procedure management plans need to be a priority. A proper procedure management system will prevent incidents related to human error or communication breakdowns. This is one of those "could have been prevented" prevention systems that should never get dropped.

Here is a list of Key Performance Indicators (KPIs) that are impacted by many of the gaps I mentioned above. Maintaining records of these metrics before implementing changes allows companies to measure improvements in efficiency:

Response time (time in alarm / time in abnormal)

Downtime (reliability)

Incident frequency

Operational availability

Safety compliance rate

Data accuracy and quality

Training and certification levels

The International Association of Oil and Gas Producers report 70% of incidents are caused by human factors such as operator fatigue and cognitive overload. Statistics demonstrate that the most vulnerable area of a control room is its operational setup (operator workload and management / support systems). Some topics to discuss in your next safety meeting:

Situational Awareness in the control room

Operator Training

Communication Breakdowns

Human Factors (fatigue, ergonomics, data presentation, HMI, environment)

Operator Workload (console and the field)

Operator performance is one of the most overlooked safety barrios in the industry. Complex systems make it difficult to keep an eye on everything. A technological solution is available to minimize manual and routine tasks, enabling operators to focus on high-level decision-making. CruxOCM is at the forefront, disrupting the market with this technology. The software integrates seamlessly into a control room, alongside SCADA and DCS systems operating independently, ensuring that essential safety constraints remain unaffected within the primary systems. The tool reduces manual workload and enables informed decision-making, rather than adding another tool to their responsibilities. This tool is like setting the system on auto pilot while at the same time it improves efficiencies and reliability.

This auto (operate) solution incorporates standardized procedures, ensuring operational consistency that, in turn, minimizes unpredictability. This reduces workload and improves communication. Operational efficiency is enhanced through the codification of best practices, ensuring closer adherence to compliance regulations.

As operators experience less stress, it aids in retaining experienced personnel and effectively preparing new operators. By significantly reducing the number of manual commands, automation software improves equipment reliability and helps keep the system within process safety boundaries. The reduced workload and improved safety minimize human factors, subsequently lowering the risk of operational errors and emergencies. As operations become automated, equipment reliability improves, emergency risks decrease, and assets are managed with greater efficiency. As a result, overall energy consumption is reduced, and emissions and environmental impacts are minimized, making operations cleaner.

Automating operator tasks also enhances operational consistency, allowing assets to be utilized at greater capacity, thereby generating higher profits. Moreover, consistent operations increase equipment reliability and reduce maintenance efforts, prolonging equipment life cycles. Ultimately, this reduces costs and boosts profitability. By lowering emissions and emergency risks, companies can save on environmental taxes and avoid substantial losses.

In today’s fast-paced and complex operational landscape, ensuring that control room operations are set up efficiently is more critical than ever. By adopting comprehensive solutions companies can streamline their control room operations and empower operators to focus on high-level decisions—all of which ultimately drive higher profits.

Regardless of the stage your company is at in setting up the control room, it is worth assessing your operational efficiency and adopting some, if not all, of the strategies discussed in this article. Whether it’s investing in ergonomic designs, upgrading technology, or exploring new software, each step you take can lead to significant improvements.

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