Operational Command CenterCity Management Center
The implementation of the operations command center has brought about significant enhancements in the organization’s planning and monitoring capabilities. This state-of-the-art facility, has played a pivotal role in improving customer support and enabling proactive measures to enhance services for residents and visitors.
The completion of the project within a short timeframe posed a significant challenge. Key tasks included identifying a suitable location for the 24×7 city management center and selecting contractors for interior, telecom, and networking jobs. Leveraging our expertise from similar command centers, we successfully designed and implemented the infrastructure. The project addressed three critical challenges for the customer:
- Centralized coordination among service sectors: Over 15 service sectors across the city required streamlined coordination. The centralized operation center provided the necessary support for efficient management.
- Service level agreement definition: Consolidated service level agreements and operational procedures were established to ensure smooth operations under different circumstances.
- Operating facility and connectivity restrictions: Identifying an optimal facility that could support the 24x7x365 operations of the city management center was a major hurdle. Additionally, meeting the high availability requirements for network infrastructure posed an additional challenge during the selection process for suitable locations.
Mfluid Consulting devised a solution that seamlessly integrated state-of-the-art technology with practicality. Recognizing the need to update systems and facilities without disrupting daily operations, the focus was on efficient workload management through advanced systems. Additionally, mobile platforms were introduced to facilitate stakeholder engagement. The solution encompassed various technologies such as video walls, controllers, high-speed switches, and fiber connectivity, ensuring optimal performance at each workstation within the city management center.
The implemented infrastructure and facility incorporated solutions from industry-leading brands, including Cisco, Samsung, Blackbox, and ESRI, guaranteeing reliability and effectiveness.
The new facility empowered the operational and emergency response teams to swiftly address incidents, resulting in reduced response times. With defined operational procedures and access to historical data collected through the city management center, the control center team can now proactively take measures and make real-time decisions based on the latest information.
The implementation significantly enhanced the organization’s planning and execution functions, leading to the establishment and implementation of new key performance indicators (KPIs) for both the control center and field staff. This, in turn, contributed to a 45% reduction in response time for incidents and improved data collection and comparison with real-time data.
The centralized monitoring and management facility provided senior management with valuable insights during critical events, enabling them to make informed decisions. As a result of these improvements, customer satisfaction levels increased by 40%, highlighting the positive impact of the new facility and operational procedures.