Guidance for Planning, Design, and Operations of Airport Communications Centers (2018)

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64 Guidance for Planning, Design, and Operations of Airport Communications Centers 5.7.5 Support Spaces Restrooms, locker rooms, and break rooms must be adequately sized and close enough to limit walking time spent between the ACC and support spaces. Support spaces must also provide “sensory buffers” from ACC activity, so that workers can de-stress in quiet, restful environ- ments. Some forward-thinking ACCs install reclining chairs so that staff can relax during breaks. 5.7.6 Positioning of Shared Equipment Printers, scanners, fax machines, and other shared equipment should be placed so as to mini- mize walking time from the ACC. Some ACCs locate printers inside the ACC next to workers; however, printers create noise and produce environmental contaminants (e.g., toner fumes and paper dust that can cause worker discomfort and sometimes trigger allergic reactions). 5.8 Ergonomics and Equipment ACC consoles should enable calltakers and dispatchers to work quietly and efficiently, using ergonomic interfaces. Storage space for reference material should be provided at each console position. Consoles should support all voice and data functions of the ACC without distracting interference. Personnel should be able to stand or sit and to adjust the lighting on their consoles. See Section 5.7.1, Lighting, for detailed information. ACC console position configuration will depend on several factors, including the focus of the facility (e.g., general communications versus security operations or emergency dispatch) and the operational philosophy of the facility as well as, to some degree, the flexibility to accommodate individual operators (e.g., disabled or physically large or small). Although some positions may serve only one specific purpose or handle multiple ACC roles, most will rotate among persons with unique physical characteristics. This variability in demand can drive the size and fit-out of consoles and furniture, as well as the scale of the technology procurement and build and the bal- ance between operational needs, cost, and support requirements. The range of services that can be provided from a single position includes • Interface with airport public safety radio systems (including trunked radio systems) to com- municate with units in the field and police, fire, operations, maintenance, mutual aid and Enhanced 911 calls. • Instantaneous playback of radio and telephone conversations and video incident streams. • Voice telephony, both external and internal to the airport, provided by a commercial carrier and IP-based, networked voice telephony. • Access to a dynamic mapping/location system integrated with the access control and video surveillance systems, with the ability to monitor incidents in real time. • Access to audio for the TV monitors via non-priority audio channels in the dispatchers headsets. • CAD capability. • Networked displays on operator workstations and video walls, if used. • Internet access for personnel via a separate standalone computer and separate network. • Monitoring and control of fire alarms. • Control of vehicle and personnel access gates. • Passenger screening entry and duress alarms. • Access to parking garage intercom. • Access to airport shuttle bus intercom. • FAA crash phones. • Individual workstation controls for task lighting, climate, and console positioning.

Communications Center Design Concepts 65 General office equipment and furniture in an ACC should include copiers, printers, facsimile equipment, bookshelves, work tables, and storage cabinets. Multiple handheld radio and cellular phone-charging stations should be provided in quantities appropriate to support multiple shifts of operators and observers. 5.8.1 Lighting Lighting is critical in creating an environment conducive to information absorption and situ- ational awareness. Lighting that is too bright or causes glare can seriously reduce information absorption and situational awareness and must be avoided. Overall lighting levels should be lower than in a normal office environment so as to enhance viewing of display screens. Typically, staff like windows, but windows can introduce lighting extremes that make control- ling light levels in the ACC difficult. When windows are present, the use of window tint film and/ or operable shades/blinds will allow adjustment to avoid lighting anomalies during daylight hours. Overhead lighting should be arranged so that it does not create glare on displays or glare directly visible by staff. When 2 × 4 florescent lights are used, use glare-reduction baffles; when using track lighting, be sure that fixtures are set deeply enough to hide the bulb from the direct sight of staff. Individual task lighting is also important, especially when overall lighting levels are low. Desk- mounted task light can be useful for reading or accessing items in drawers. Colored lighting schemes can be useful to alert ACC staff to unusual or elevated security conditions. Multiple-color fixtures placed where all staff can see them can be an inexpensive approach. More advanced systems allow lighting throughout the ACC to be altered from a single control position. Even more advanced systems can control lighting so that certain alarms/alerts trigger changes in lighting. 5.8.2 Acoustics Sound control is important to maintaining information absorption and situational aware- ness, especially in high-stress environments like ACCs that also experience emergency situa- tions. It is vitally important to control sound transmission in ACCs to prevent creation of an “echo chamber” that can quickly elevate sound levels so that staff have difficulty communicat- ing. Sound absorption techniques commonly used include sound-absorbing materials for walls, floors, and furniture, as well as limits in the use of hard surfaces like glass and tile. When sound issues are extreme or where it is not practical to replace wall, flooring, and fur- niture materials, electronic noise cancellation can significantly reduce extraneous noise. Basic electronic noise cancellation systems typically use speakers that generate “white noise,” which muffles noise. More advanced systems use active damping techniques and equipment to detect noise, analyze its waveform, and then electronically generate an “anti-noise” waveform that is the acoustic opposite of the noise. The two sounds cancel each other, thereby reducing noise. 5.8.3 Workstation Design and Seating Seating in ACCs is one of the most important and often overlooked aspects of human factors in ACCs. Quality seating minimizes stress and strain on ACC operators and enhances atten- tion, information absorption, and situational awareness. The Human Factors and Ergonomics Society ANSI/HFES 100-2007 recommends that seating conform to the following: • Has a lumbar support • Has a backrest that reclines

66 Guidance for Planning, Design, and Operations of Airport Communications Centers • Has a seat pan that adjusts for height and tilt • Supports at least one other seated reference posture in addition to the upright sitting posture • Provides support to the user’s back and thighs in the chosen reference postures • Can be adjusted to provide clearance under the work surface • Includes information for the user about the recommended use and adjustment of the chair One of the most innovative developments in console design is the ability to raise and lower the desktop, allowing operators to stand or sit as they want. Although it may seem counterintui- tive, staying seated for long periods is actually more stressful, both mentally and physically, than alternating between standing and sitting. The size and shape of the console is dependent on the activity of the staff member occupying the console and the size and shape of available space. PSAP/911 operator consoles in an ACC often use a “boomerang” shape that mounts screens and keyboard on a central section, with “wings” to the sides that keep other non-primary equip- ment within easy reach. ACC Consoles used for answering 911 calls are typically arranged without a central focal point, with attention given to avoiding distractions in the operator’s sightline and to providing ample space between operators for reduced noise. Airport EOCs often use a classroom-style orientation with a single focal point to enable staff to simultaneously view managers and visual resources (such as video walls), so that information can be quickly disseminated to the entire group at once. 5.9 Human Factors ACCs are complex high-stress environments composed of people, technology, and the physi- cal environment. Multiple departments, roles, and functions may operate simultaneously in the ACC (depending on its profile). Various technologies are used for management, security, and other functions. The environment itself (the physical space) is designed to facilitate efficient operation of the ACC. Activities in the ACC may deal with life safety and national security situations, requiring the ACC and its staff to operate at peak efficiency and effectiveness. One of the key aspects required to achieve a high level of efficiency and effectiveness is maintaining an environment conducive to information absorption and situational awareness. Operators must be able to digest, analyze, and act on information from a range of sources and to synthesize situational awareness from disparate sources of information. When designing and operating the ACC, it is important to understand the link between human factors and the ability to achieve conditions of information absorption and situational awareness. In high-stress environments like ACCs, every aspect of the environment affects the staff’s efficiency and effectiveness. Even minor aspects that cause distraction, inconvenience, or inefficiency to the staff are magnified in the often life-or-death situations that occur in ACCs and can hinder operations in significant ways. Proper ACC design enhances information absorption and situational awareness of staff; poor ACC design that does not appropriately address human factors will hinder information absorp- tion and situational awareness. To ensure the efficient operation of the ACC and information absorption and situational awareness, it is crucial to understand and optimize the human factors of the environment. Human factors can be defined as “the scientific discipline that studies how people interact with devices, products, and systems. It is an applied field where behavioral science, engineering,

Communications Center Design Concepts 67 and other disciplines come together to develop the principles that help assure that devices and systems are usable by the people who are meant to use them. The field approaches design with the “user” as its focal point.” Key aspects of human factors include • Acoustical design that establishes and maintains a calm environment. • Lighting design at individual stations and for the entire shared space. • Furniture comfort and efficiency, with an emphasis on ergonomic needs. • Good sightlines for shared resources and for inter-position communications. • ADA compliance. Review the ACC design and configuration examples for small, medium, and large airports and choose what is best for your local situation. Small airports often integrate their ACC-SOC-AOC- EOCs into one facility operating 24/7 or set up their EOC in an adjoining room for emergen- cies. Small ACCs often use wired telephony supplemented by trunked radio groups and cellular telephones for routine matters and emergency notification. Medium-sized airports often fully integrate their facilities to provide surveillance, alarm monitoring, police dispatch, and emer- gency response with cross-trained personnel 24/7. Large airports are usually integrated, but may segregate some functions while benefitting from shared facilities and cross-trained staff. CAD, access control monitoring, extensive surveillance systems and systems such as license plate recognition are more prevalent at large airports. International airports, regardless of size, are complicated by the addition of federal customs, law enforcement and immigration functions, and requirements for specialized facilities. Architectural approaches, such as glass walls/doors or movable walls, provide the flexibility to achieve collaboration without disruption. Interior glass walls or doors can also allow visual communications between personnel who staff ACC elements as well as enable the sharing of visual resources like video walls. Glass doors, however, can present dangerous projectiles if not appropriately isolated from blasts, so they should be built to standards for blast protection. • Consider ergonomics and human factors: A supportive human interface for each ACC operator is critical for effective performance, especially under stressful conditions. – Design with staff comfort in mind to reduce stress and improve performance. Be careful of lighting design to prevent glare. ACC facilities are not typical office environments, where lighting is often too bright. An ACC facility operator will be visually focused on computer screens and large-format video displays. – Design to manage sound. During emergencies, ACC facilities can be noisy due to the num- ber of people and the level of activity. Use techniques such as electronic sound masking and sound deadening materials to avoid aural overload. – Create effective sightlines. Provide the necessary visual resources, such as video walls and other large-format visual displays. Ensure that managers have unobstructed sightlines to communicate with staff (often, a gesture or facial expression can be a means of communi- cation in an emergency). At a minimum, do sightline studies and conventional renderings and, if possible, use 3D digital models. – Design appropriate seating. Ergonomic seating can increase attention spans and reduce repetitive strain injuries. Consider alternate desk and console designs. Newer desks, con- soles, and seating are designed to reduce fatigue and stress (e.g., consoles that are movable up and down allow staff to sit or stand). • Consider traffic patterns. Ensure that staff can move within the space without causing dis- ruption. Place resources such as copier machines where staff can easily access them without encroaching on others’ work spaces. • Design for flexibility during emergencies. The profile of the ACC facility changes during emer- gencies because Command and Control Facilities tend to become crowded when emergencies

68 Guidance for Planning, Design, and Operations of Airport Communications Centers occur. Flexible design elements (e.g., moving walls and sliding glass doors) allow easy recon- figuration as needed. • Plan for media access. Ensure the press area is segregated from the rest of the facility to prevent security breaches. (See Section 2.7 on establishing a Joint Information Center.) • Create Official Observer access. If space permits, build an observation area that enables visual and audio access to video walls and other communications. This should isolate sound from the main operational area so that observer discussions are not disruptive. Observer areas may also require escort services for visitors who are not badged for the area. 5.10 Current ACC Designs Because communications centers are unique in their individual physical and operational envi- ronments and, thus, do not follow a single well-defined pattern, it is not possible to provide an exact list of stakeholders, their functions, or their requirements. In addition, organizations with different priorities and administrative structures may take different approaches to engaging stakeholders, thereby including or excluding some additional players. Often, the timing may be driven by a need to meet regulatory, policy, or other procedural requirements, the nuances of which must be thoroughly understood as part of the driving force behind development. An example of this is a new or upgraded terminal expansion project that may cause a relocation of the existing communications center and/or create an opportunity to include a new facility within an unrelated capital project. The following examples reflect the site location and/or space the organization has available and provide a basis for identifying limits or constraints that can influence the design solution or are identified early as significant barriers to achieving the facility’s goals. Constraints (e.g., available space or location) can and should be raised early to identify alternatives and options if planned location(s) should become unsuitable or less than optimal (i.e., it may be more cost-effective to wait, if new capital projects are on the airport’s horizon). 5.11 ACC Examples ACCs come in all sizes and configurations—there is no single best design. The following are examples of ACC facilities in use at small and medium-sized airports. There is wide variation in functionality, design, and sizing; each ACC must be adjusted to local requirements and local budgets. Large or Category X airports have so many possible configurations that is not possible or even desirable to try and define a single example. 5.11.1 Small Airport Figure 5-1 shows an example of a small airport. This airport has built an integrated AOC-EOC facility. The Airport Police Department (APD) is located separately, close to the TSA checkpoint for response reasons. Next to the AOC is the EOC, a conference room equipped with a large table having both power and LAN outlets for participant laptop computers and large video screens to display activities at multiple sites. The ACC does not provide for operators to remain overnight during emergencies but has made arrangements with nearby hotels, should this become necessary. The same spaces used for the AOC and the EOC include offices for the Manager of Airport Operations, the Security Coordinator, and the two Operations Supervisors. Their locations pro- vide immediate access to the airfield, with equipped response vehicles parked at the exit portal.

Communications Center Design Concepts 69 Communications modes and technologies include • Wired telephony, which is the primary means of communicating with external parties. • Trunked radio talk groups, provided by the 800-MHz radio system of the city and used by the Operations, APD, and ARFF staff. • Cellular telephones, used by airport management, operations, and maintenance staff for routine activities and receiving alerts, including notifications of security breaches and emer- gency events. The airport has two cellular carriers that use different modulation schemes. The CDMA-based carrier primarily serves the airport management staff. The GSM-based carrier primarily serves operations and maintenance, and its service includes a push-to-talk party-line type radio mode, commonly known as Direct Connect, which is popular with maintenance personnel. • Standard VHF radios for airfield and ATC tower communications. • The terminal building is augmented with emergency generators providing power during out- ages for up to 3 days. Design criteria for data storage requirements are often driven by state law, which sometimes requires that all video imagery and voice messages recorded by a state agency be stored for a min- imum of 30 days and may require a minimum level of resolution for forensic review purposes. The airport in the above example has complex external communications because the airport property overlaps two counties and one City, so it must be able to communicate with multiple public safety (Sheriff and Police), fire, and EOC. Most such communications are done by wire telephony; the airport does not have dedicated fiber links to any external agencies. It does have priority access arrangements with its cellular carriers, but, in an areawide emergency, the airport is still vulnerable to the volume of public safety communications overloading cellular channel capacity. External communications requirements are set forth in the Airport Emergency Plan (AEP) and should be developed in the CONOPS for informing the ACC planning and design. Lessons learned from building and operating the integrated AOC-EOC at this airport include • Involve Operations, Police, IT, and other stakeholders early in the CONOPS and planning/design stages. • Locate the facility in a secure area, not in a public area, to avoid distractions. • Include break room and restroom amenities within the center to maximize staff comfort and reduce the need to leave the center. Figure 5-1. Example small airport.

70 Guidance for Planning, Design, and Operations of Airport Communications Centers • Co-locate Operations, Public Safety, and Security functions to the maximum extent possible. • Enable multiple ACC monitoring stations to perform all functions, including support of area- wide emergencies. • Locate Operations offices on a ground floor, inside the secure perimeter of the airport, with airside vehicles close by for ready access to the airfield. • Locate IT and communications equipment with the monitoring stations, including UPS backup, with central equipment and backup provided in a different location(s). • Cross train AOC station operators. • In future infrastructure planning and design, provide capacity for cable pathways to areas where additional functions might have to be provisioned. If fiber cabling is installed in these pathways, cable specifications should be compatible with the pathway design, including cable bend radii. • If a raised floor in and around the AOC is used for cabling and equipment, ensure that ample space is provided for easy installation, addition, maintenance, and replacement of power and data cabling vs. intra-wall fixed conduits. 5.11.2 Medium-Sized Airport Figure 5-2 shows a medium-sized airport’s approach. This airport has configured an inte- grated AOC-Police CAD-EOC, known as the AOC. It is within the APD, but this facility is sched- uled to be relocated under an announced construction program. As the design work progresses, beginning with the BoD phase, opportunities will arise to prepare an AOC-specific CONOPS. The AOC provides police dispatch, surveillance, and physical security monitoring, and emer- gency operations support functions, including response to physical attacks and natural disasters as set forth in the AEP. The AOC is staffed 24/7 by airport police and operations personnel. Within the AOC, the multiple stations are equally capable, and operating personnel are cross- trained for their functions to provide redundancy. The AOC is configured with a full set of communications modalities, including wired tele- phony, cellular telephony, 800-MHz trunked radio talk groups provided by the local county, and a LAN capable of carrying IP telephony. The airport uses the communications services of the County Sheriff’s Office. This consists of two 800-MHz Simulcast Systems and a Microwave System that connects 15 communica- tions sites throughout the county. The Mutual-Aid Conventional Simulcast System provides Figure 5-2. Example medium-sized airport.

Communications Center Design Concepts 71 countywide radio coverage on four mutual-aid channels using seven transmit/receive sites and two receive-only sites. Mobile and portable radios are also programmed with conventional talk-around channels used for car-to-car, portable-to-portable, and portable-to-mobile communications. Range is limited, but in an emergency, these channels could provide communications between units working an event. The Mutual-Aid Conventional (Talk-Around) Channels are programmed into every radio for interoperability between public safety agencies, including other counties and state agencies. External communications, as set forth in the AEP are the responsibility of this airport’s IT department in coordination with County Sheriff and Fire departments. The IT department pro- vides for redundancy and backup capabilities, with servers and UPS in the equipment room next to the AOC, additional UPS backup in central IT facilities, and engine-generator cutover from UPS units.

72 As with other aspects of traditional airport business practices, this Guidebook does not go into great detail on construction and activation activities routinely performed by an airport opera- tor. Only those few items critical to the successful implementation of an ACC will be discussed in this section. 6.1 ACC Design Section 5 presented design considerations for the ACC. The design decisions identified will be further detailed in the plans and specifications found in the typical construction project. Having a solid base of detailed plans, specifications, and documents enable parties to communicate and ensure that appropriate designs, materials, and construction techniques are used. Airport opera- tors should use their normal processes for creating a fully informed design package that can then be passed to the internal or external entity to any necessary construction. Many airport operators have chosen to use the Construction Specifications Institute (CSI) MasterSpec specification process or have supplemented those standards with local factors and requirements. Regardless, developing CSI-based designs is an iterative process, with progres- sively detailed submittals at the 30, 60, 90, and 100% development milestones for the end user and other appropriate stakeholders to review. Two CSI specification sections (Division 27, Com- munications, and Division 28, Safety and Security Systems) are especially useful for specifying the design of an ACC. The CSI process begins with the BoD report for developing detailed specifications and design drawings. The BoD serves as a bridge between the airport’s operational and functional goals as established in the CONOPS and the detailed technical design necessary to meet those goals. 6.2 Construction Oversight The airport operator probably has a construction oversight and monitoring process. Typically, the actual construction of an ACC is a sub-project of the entire ACC initiative. This is a good approach, given that construction management principles and techniques will likely not blend well with many of the special requirements of an ACC project, such as developing a CONOPS. Nevertheless, close coordination between the ACC project manager and the construction project manager is essential, and the best possible scenario is one where the construction schedule is integrated into the total project schedule and regular written progress reports are provided from the construction management team to the ACC project manager. The ACC PM will also play an important role in coordinating the integration of the construc- tion schedule with the implementation schedule of technology components. There can be a great Construction and Activation Activities S E C T I O N 6

Construction and Activation Activities 73 deal of inter-related activity between construction and technology, especially where the new cen- ter is incorporating new or extended technology components. Section 7 outlines considerations for technology-heavy ACC projects. 6.3 Pre-Opening During the construction or renovation process, it can be helpful to provide the projected ACC personnel with a walk-through of the future facility. This walk-through helps to famil- iarize personnel long before training, orientation, and opening day occur and increases their comfort level. 6.4 Periodic Construction Monitoring In addition to the regular construction inspections that are a normal part of a construction project, the ACC managers and key ACC stakeholders should conduct periodic walk-throughs of the space. One of the most important roles of monitoring is spotting the initial (often dif- ficult to monitor/observe) indications of potentially negative consequences for the success of a construction project. Conducting a walk-through helps to ensure that there are no “surprises” when construction is complete and gives the ACC team a greater feeling of comfort when they move into the space. Walk-throughs are not intended to turn the construction process into a continual design effort. However, some “tweaks” that will enable the future team to feel more comfortable in their work space often can be accomplished without affecting time and budget. 6.5 Commissioning and Activation For the ACC to open successfully, all equipment, systems, and utilities must be working prop- erly. When the ACC opens, airport personnel must be able to function solely on the new work flows, communications, and processes that have been developed. Two activities should be con- sidered before opening the ACC: (1) commissioning, which is the verification that all physical systems are operable, and (2) activation, which is the validation that all systems meet the business needs of the ACC. 6.5.1 Commissioning Commissioning is the process of verifying all (or some, depending on scope) of the subsys- tems for mechanical (HVAC), plumbing, electrical, fire/life safety, building envelopes, interior systems, co-generation, utility plants, sustainable systems, lighting, wastewater, controls, and building security as specified in the design package. Commissioning is necessary for both non-complex and complex ACC construction projects. The airport operator probably has a commissioning process, but, if not, the following process is recommended. A commissioning team and team leader should be selected to perform the testing. Ideally, this team will have been involved with the ACC project since project initiation. Although each airport handles commissioning differently, the basic formula for a successful building commis- sioning process involves a full understanding of the design document and includes a specifically tailored commissioning scope and plan that incorporates benchmarks for success, a review of design documents, and checklists for achieving the intended design. Review and approval of the commissioning activity by the ACC PM (and ultimately airport management) should precede activation.

74 Guidance for Planning, Design, and Operations of Airport Communications Centers 6.5.2 Activation Activation—the process of preparing for the new facility’s opening day—is critical in the open- ing of an ACC. Activation requires many activities and the engagement of airport management, operations, and maintenance staff as the facility moves from construction to operation. A suc- cessful activation includes accounting for operations and maintenance preparedness in contracts, schedules, and budgets during the early phases of the project; implementing orientation and tech- nical familiarity training; completing staffing and training; concluding business arrangements such as leases; and preparing and conducting operations and emergency simulations and trials. Developing an activation plan that tests every system as though it were being used in normal operations is the most important element of activation. The activation plan seeks to ensure that • Staff are properly trained on the new systems and operational procedures. • All personnel working in the facility are familiar with the ACC’s physical layout. • New processes, systems, and procedures work as anticipated. • Construction and infrastructure are 100% complete and commissioned. More information can be found in ACRP Synthesis 20: Airport Terminal Facility Activation Techniques which explores lessons learned during terminal activations at 13 domestic and inter- national airport facilities. Although not specifically for ACCs, the techniques and processes out- lined in ACRP Synthesis 20 can be applied to an ACC. 6.6 Training and Orientation Training and ACC orientation are critical components in the pre-opening activities of the ACC. Although the actual training and orientation are not, in themselves, difficult to conduct, scheduling such events is often challenging. All of the personnel who need the training and orien- tation are likely to be engaged in critical airport management activities. Therefore, scheduling staff while giving consideration to maintaining airport operations is important. It must be made clear to all personnel that scheduled training is mandatory—sometimes staff are under pressure from a given situation and decide not to attend training. Arrangements must be made for a reduced staffing composition that meets airport operational needs, but allows for essential training. Like training, orientation is essential. Orientation for a new ACC has many components that are similar to the orientation for a new employee. A detailed orientation may seem unneces- sary for personnel who are longtime employees of the airport. However, this could be the last opportunity for airport management to ensure that all employees are fully aware of the goals, objectives, and expectations of the ACC. At the least, the following items should be discussed in an orientation (depending on the facility, the functions being consolidated, and the number of new systems and technologies): • Mission, goals, and objectives of the ACC. • Expected culture, vision, and values of the new facility. • Logistics of the new facility (e.g., parking and access control and break rooms). • Organizational relationships, reporting hierarchy, and inter-organizational communications. Situational awareness and its importance and how the situational awareness template works. Each new technology system, how they are integrated, and what is expected from each system in a properly working environment. • Emergency situations and irregular operations and how the ACC will function in such circumstances. • Use of workspaces, hygiene requirements, locker etiquette (where provided), kitchen rules, and other factors important to employees.

Construction and Activation Activities 75 In addition, the ACC CONOPS should be provided, along with an explanation of the docu- ment’s structure and the document’s importance in ensuring that the ACC is successful. 6.7 Warranties ACC contractors should provide all post-installation services and equipment necessary to maintain the installed system equipment and software in an operational state. The warranty period should be specified in the supply contracts and should begin after formal written accep- tance of the system by the airport. The warranty period should include all labor and preven- tive maintenance traditionally included in the maintenance period at no additional cost to the end user.

76 ACC Technology Twenty-first century technology, which is at the heart of virtually all airport operations, in almost every instance, either produces communication as a byproduct of its core function or has been developed specifically as a communications tool. Similarly, technology is the funda- mental tool in an ACC. Although many decisions go into developing or expanding an ACC, no decision is likely to have as much of an effect on the success of the initiative as the selection and implementation of the technology necessary to achieve the goals of airport management when it decided to proceed with an ACC project. In developing its ACC approach, the airport operator will have three primary considerations. First, choosing the proper technology or extending legacy technology is one of the biggest chal- lenges in producing a successful ACC project. An ACC is no different than any other technol- ogy project and should be approached in that manner, with one exception—The ACC, itself, is viewed as a system. A proper ACC IT system architecture will show many subsystem com- ponents, integrated to work in a concerted fashion to channel data into a central repository, convert it into information, and provide outputs on which decisions can be made by airport management. Second, the underlying infrastructure on which the ACC operates is of equal importance to the communication technology. Infrastructure considerations include the network on which all of the applications are transmitted, as well as the data center and related telecommunication rooms. The ACC receives information from a range of sources and transmits information to designated users within and, often, beyond the ACC. A properly functioning communication network ensures rapid and reliable transmission of data, is resistant to compromise, is secure, has redundancy, and is conducive to rapid fault detection and repair. Although the range of network-related technology issues dealing with implementing a communications network (e.g., bandwidth analysis, commu- nications security, network topology, transmission protocols, reserve capacity, and transmission media) are beyond the scope of this Guidebook, they must be addressed to establish an effective ACC communication environment. The passive infrastructure that includes the data center, tele- communication rooms, fiber and cable, and all of their supporting elements (e.g., backup power, redundant paths, and proper environmental controls) are an essential for ensuring the ACC oper- ates effectively. Third, a substantial amount of data will flow into the ACC. Sorting through that data and con- verting it to actionable information in a timely manner will be one of the greatest challenges to the ACC personnel. Conversely, it is not possible to implement applications to capture all of the data necessary for decision-making in an airport. Information will still flow from non-technology sources. Absorbing all of the information is perhaps the greatest challenge in a modern ACC. Airport and ACC management must be acutely sensitive to managing this avalanche of data from the day the ACC opens and throughout the life of the ACC. S E C T I O N 7

ACC Technology 77 All of the best practices in developing a technology application should be applied to the ACC as a whole. These include the following: • Developing a functional requirements document (FRD) • Creating an ACC systems architecture • Choosing the right products for the ACC environment • Customizing and modifying applications • Integrating applications • Performing system and user testing • Training users • Implementing • Operating and maintaining In this Guidebook, Section 4 describes the role of the CONOPS. The CONOPS may serve as the FRD for all technology decisions in smaller, less complex ACCs. In larger ACCs with more complexity and the integration of many airport organizations, developing a full FRD based on the CONOPS, but with more detail for each ACC function is recommended. Each ACC function will have been outlined in the CONOPS with its data requirements, inputs, and outputs. These functional descriptions will help determine the technology needed for the ACC. 7.1 Establishing a Communications Infrastructure In recent years, significant developments in communications technology have occurred that affect ACC design, including • Stricter and more extensive security measures. • Emergence of an information-centric model for airport operations that connects all stake- holders and can deliver content-sensitive information over both wired and wireless links. • Integration of sensor data, alarm data, video imagery, and geographic information to enhance operations management. • Greater situational awareness capability to enhance the ACCs ability to manage both normal operations and incidents. • Integration of intrusion-detection, access control, CCTV, and other security functions with the airport IT network and cable plant, along with an increased emphasis on network security. • The dominance of IP-based communications, which have or are rapidly replacing older RS-485 and similar standards. • The need for ACC designs that are compatible with legacy IPv4 products and will provide for compatibility with IPv6 products coming to market. • Development of converters to permit the reuse of legacy protocol and communications physi- cal cabling. • Continuing performance improvements in digital equipment and software so that video and voice can effectively and practically be transmitted over a network. 7.2 Communications Infrastructure Relationships A networked ACC must provide a secure environment for interconnecting various stake- holders. Figure 7-1 illustrates some of the relationships that can be involved, including domains outside of the network (e.g., trunked analog radio systems used for public safety radio voice traffic); PABX (private automatic branch exchange)-based wired telephony; cellular telephony, which may be used for airport functions, but which connects many off-airport stakeholders and

78 Guidance for Planning, Design, and Operations of Airport Communications Centers first responders; and the Internet, which may be used for remote access to network resources and workgroup messaging. Figure 7-2 illustrates the functions which the ACC should be capable of delivering and the user groups that need them. This model assumes a shared airport IT environment, but it also applies to private networks where the private network interfaces to the shared IT network for more complete coverage. The ACC communications network transmits information, including data, voice, and video communications, from various sources. It is a good practice to share information with other stake- holders involved in normal operations and incident management within the required security Figure 7-1. Communication relationships. Figure 7-2. Communication services.

ACC Technology 79 protocols. Identifying what information is required by each party and how to best provide for information sharing (including identification and authorization) are major tasks when the ACC is designed. An effective communications network ensures rapid and reliable transmission of data, is resistant to compromise, has redundancy, and is conducive to rapid fault detection and repair. Several technology issues are relevant to implementing the communication network: band- width analysis, communications security, network topology, communication redundancy, transmission modes or protocols, reserve capacity, and transmission media. ACC communications integrated with other subsystems should be selected to ensure that the ACC operator is provided with a multimedia (i.e., voice, data, and video) presentation of information. Communications technologies should provide reliable and scalable support to diagnose and resolve system problems that may arise during the lifetime of the ACC. Communications systems can be network-based (to operate over a LAN/wide area network (WAN) or private network) or less sophisticated (using communication protocols that require point-to-point connections using twisted-pairs of cables). Interfaces between system components should be fully compatible with—and supported by—the communications architecture selected. Downstream compatibility between ACC system components is desirable to enhance the maximum life of the investment. 7.3 Challenges Caused by New Technologies Modern technology provides vastly improved capabilities and far more information than was historically found in airport operation centers. These new technologies also bring additional challenges to achieving information absorption and situational awareness in ACCs: • The vast array of new technologies introduced to the airport environment since the beginning of the security/technology convergence era in the 1990s means that today’s ACC operator may need to operate many more systems than their 1990s predecessors. Because each of these systems has its own unique interface and method of operation, this represents challenges for both the operator, in using the systems effectively, and management staff who must train operators and provide technical support for these systems. • The sheer number of new sensors, devices, and cameras can cause information overload for the operator. With some airports managing thousands of surveillance cameras and door access devices, the total number of alarms and events that occur daily can easily become an overload on sensory input, which, in turn, results in inadequate attention to those inputs that demand immediate action. • It can be difficult to achieve situational awareness, given the challenges of associating large numbers of alarms with cameras, locations, and staff resources in today’s large airports. For example, for an operator to understand a situation accurately, they must be able to under- stand where alarms and events are occurring in the airport, know which video surveillance cameras will provide the best view of the relevant area(s), and know where staff is in relation to the location to dispatch effectively. In large airports that cover millions of square feet of floor space, operators are challenged to grasp geographical locations quickly and correlate them with nearby facilities and activities. Information overload can serious degrade situational awareness. Approaches that have proven effective include • Helping the operator focus. When possible, limit the number of systems each operator must use so they can focus on those systems. By creating operational roles for staff, they can focus

80 Guidance for Planning, Design, and Operations of Airport Communications Centers more closely on specific systems, rather than being a “generic” operator working on many sys- tems at once. Staff should still be cross-trained to be able to use all systems that may be required in the event of role change or emergency. • Striving to prevent nuisance alarms. In many ACCs, some alarms and alerts occur frequently, but are either false alarms or are caused by inappropriate settings in systems. Although opera- tors learn to ignore these alarms, they do subconsciously affect operators, distracting them and causing them to become less sensitive to alarms and alerts overall. Assess alarm/alert settings in all systems to ensure that nuisance alarms are minimized. • Leveraging new technologies. New technologies (e.g., physical security information man- agement [PSIM] systems) can be used to aggregate data on alarms, locations, and resources can help provide a complete “event picture” for the operator and counter information overload. • Adding staff. Additional staff whose sole responsibility is to monitor systems, enter data, and receive information, can free airport operational staff to perform their primary roles. 7.4 Technology Design Considerations The first and, likely, most important factor to consider is that the ACC probably will be a com- bination of new systems and the extension of legacy systems. This will require careful examina- tion of all legacy systems being considered for the ACC in terms of their functionality, usefulness, ease of integration into a new environment, the quality of their data, and their acceptance by their current user groups. 7.4.1 Technology Design Process The functions of the ACC are of equal or greater importance than its form, although form is an essential part of the design process. Examination of ACCs in place makes clear that the functional aspect of the ACC is heavily dependent on the quality of the technology systems that support it. Technology is woven into the fabric of the modern ACC. As a result, proper ACC design requires a technology designer as part of the team from the beginning. Just as architects and engineers are indispensable in the design process, technology designers are crucial to the suc- cess of an ACC design. The time to engage the technology designer is at the beginning of the project. Because the facility is so highly dependent on technology, it is essential to have the services of the technol- ogy designer from the beginning stages to help the owner make strategic decisions early. These early decisions significantly affect the success of the project. Consider an ACC project where the technology designer was brought in at the start and discovered problems that required redesign. The space allocated to the data center was insufficient, and the placement of the large-format video displays was inappropriate for the available power and cabling. By addressing these issues, hundreds of thousands of dollars and months of wasted time were saved. Creating an effective ACC that integrates multiple new and legacy systems and provides information to which the airport has not likely had access in the past is a complex technology undertaking and should be considered as such by airport management. The following recom- mendations are critical to an effective ACC technology environment: • Engage the existing airport IT department to the greatest extent possible and from the begin- ning of the project. IT department staff will likely have the best understanding of the legacy systems, the airport’s communication network, security considerations, and other factors important in successfully completing the ACC project.

ACC Technology 81 • Include technology experts, internal or external, as an essential part of the design team in addi- tion to architects and engineers and engage them early in the design process. • Upgrade, if necessary, networked communications systems in order to transmit information rapidly, reliably, and securely with redundancies for analysis and action, especially with regard to alert and alarm information. • Employ standards recognized by certified communications and computer network organizations. • If not already present in the airport, consider the interoperability and flexibility advantages of Voice over Internet Protocol (VoIP) on shared networks. • Look for the latest technology innovations, such as interconnected wired and wireless links for information delivery; integration of sensor, alarm, video and geographic data; IT net- work integration with security functions; Internet Protocol-based communications; legacy and future product compatibility through converter use; and the use of mobility where it is appropriate. All of these innovations can enhance situational awareness. 7.4.2 Technology Best Practices The following best practices are critical in designing the ACC system architecture and should be used wherever feasible: • Standards-Based Open Architecture. Open systems are those that conform to open specifi- cations for interfaces, services, and supporting formats. An open specification, or standard, is a public specification maintained by an open public consensus process to accommodate new technology over time and is consistent and compatible with existing standards. Using a standards-based Open Architecture in the ACC will allow easier integration of airport systems as they are introduced into the ACC environment. Heavily customized software or software that cannot be customized to fit the airport’s needs will be difficult to incorporate into ACC operations. • Interoperability. Interoperability is a measure of how well one or more elements of the ACC—particularly its technology—can work with other systems and components. Ideally, interoperability should occur in a plug-and-play context (i.e., without having to modify elec- trical and mechanical interfaces or write software patches) and should be implemented using tested, proven open standards. Interoperability is primarily an issue of communications among system components. It is increasingly important that technology systems, both legacy and new designs, are linked over facility information networks. • Legacy System Integration. Most airports have existing systems and supporting infrastructure. The two most prevalent types of legacy systems are physical access control systems (PACS) and video management systems. These systems typically have well-defined interfaces that allow access to system data. An ACC can use these assets by integrating with the published interfaces. During the design process, identify what legacy systems should be integrated with the ACC and the extent of the integration desired (e.g., just accept data from the legacy system or have full control of the legacy system) and provide the necessary documentation (including interface specifications and equipment locations) followed by development of a progressive plan for early integration of critical legacy systems. 7.5 ACC System Architecture A system architecture is the conceptual model that defines the functionality, processes, structure, and expectations and provides a graphical, as well as written, description of a system structure. An architecture description is a formal document and representation of a system,