Operational Command CenterCity Management Center
The effort vastly improved the organization’s planning and monitoring functions, the operations command center helped to improve the performance of customer support and proactive actions to improve services offered to the residents and visitors. Mfluid consulting supported the organization to design, implement and initiate the operations of the center.
The biggest challenge was the short duration to complete the project from the scratch. Identifying the suitable location for a 24×7 city management center was the initial task. The other tasks involved were selection of contractors to implement the interior, telecom and networking jobs. Our past experience in similar command centers helped in designing and implementing the infrastructure for the city management center. The project addressed three critical challenges for the customer:
- Centralized coordination among all service sectors:
More than 15 services sectors supporting day to day management of city operations. The location of these service sectors spread across the city. A centralized coordinated operation center was major requirement to support this challenge.
- Defining the service level agreements:
Consolidated service level agreements were not available for the city management center and the operational procedures to operate under circumstances.
- Operating facility and connectivity restrictions:
Identification of an optimum operating facility to support the 24x7x365 operations of the city management center was the biggest challenge. High availability of network infrastructure and operational requirements was an additional challenge to the short listed locations.
The solution Mfluid consulting came up with combined cutting edge technology with real world practicality. Everyone knew that the systems and facilities had to be updated, the real challenge was updating them without disrupting the day to day operations of the organization. The solution was to introduce proper workload management done through systems, while providing mobile platforms to the stakeholders with technologies including video walls, controllers, high speed switches and fiber connectivity to each workstation in the city management center.
The implemented infrastructure and facility includes the solutions from Cisco, Samsung, Blackbox and ESRI.
With the new facility the operational and emergency response teams were able to respond to the incidents in less time. Defined operational procedures helped the control center team to take proactive measurements based on the historical data collected through the city management center. They can now make decisions on the fly based on the latest real time data.
The effort vastly improved the organization’s planning and execution functions, created and implemented new KPIs for control center and field staffs.
- Reduced response time for incidents by 45%
- Improved the data collection and comparison with real time data
- Centralized monitoring and management facility for senior management during critical events
- Improved customer satisfaction by 40%