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8 Guidance for Planning, Design, and Operations of Airport Communications Centers Section 5 outlines the steps an airport operator will take as it considers the physical design of its ACC. The section explores the planning approach necessary to making critical design deci- sions about physical infrastructure, layout, human factors, ergonomics, and other critical design features. Section 6 provides guidance for managing the construction of a new ACC, where appropriate, and for commissioning and pre-opening activities that will reduce risk and increase the chances for a successful launch. Section 7 outlines the approach to determining, selecting, and integrating the technology wanted for the ACC. Given that an ACC is basically a node in a complex technology environ- ment, identifying, procuring, integrating, and operating ACC technology is the most critical step in a successful ACC. Section 8 outlines best practices for ongoing operations of an ACC and how best to maintain and continually improve communication, data flow, and information sharing. Section 9 summarizes the best practices and recommendations for an airport operator to consider as it defines, implements, and operates an ACC. 1.3 Role of an ACC Airports strive to operate in the safest, most efficient, and most effective manner possible. Accomplishing this depends on creating an environment in which information can be shared, assimilated, and used quickly and efficiently to support proper decision-making and assignment of resources for both day-to-day operations and for irregular events. The sheer physical size and complexity of airport campuses and operations, however, make simple, direct, person-to-person communications increasingly difficult. The objective of an ACC is to provide a facility and/or environment in which mission-critical information, both visual and audible, is delivered to a central point in the shortest possible time and with a high level of accuracy. With support from technology-based tools and solutions, the ACC acts as a data integrator, connecting different information sources and people so that they can operate in a more fully informed manner. The role and function of the ACC may also provide a command and control or decision-making structure from which airport management decisions are made. As much of this Guidebook suggests, the role of the ACC and corresponding communica- tion needsâand thereby ACC configurations and functionsâwill likely differ from airport to airport. Determining the role of the ACC at a specific airport and the tools required begins with an assessment that rationalizes choices and design decisions. In undertaking this process, the airport management team should address the following questions: ⢠What goals are we trying to achieve? ⢠What are the internal and external influences that govern the need for better communication? ⢠What critical information must be generated to provide airport management with situational awareness of airport conditions? ⢠What is the source of the data that will be used to generate the necessary information? ⢠Which organizations need the generated information and for what purposes? ⢠If an ACC is chosen as a solution to address these questions, what organizational changes must occur, if any, to accommodate this new business process and focus? ⢠If an ACC is chosen as a solution, what resources will be made available to achieve the desired outcome (in terms of funding, physical space, and human resources)? ⢠Finally, what metrics may be used to determine if a successful outcome has been achieved?
Introduction 9 1.4 User/Function Focus Within the airport community, communications centers have been configured in many different ways to support each airportâs own operational approach. However, even with the seemingly endless variety of airport configurations, certain operational functions are shared by all airports. A few examples of the most common uses of an ACC are as follows: ⢠Airfield operations can effectively assess airfield conditions, control gates, direct aircraft movement in ramp areas on the Airport Operations Area (AOA), and monitor aircraft servic- ing operations. ⢠Landside operations can assess the status of terminal conditions, monitor passenger flow through security and public areas, coordinate repairs and maintenance, and manage parking lot operations and traffic operations at the terminal front and approaching roadways. ⢠Security and public safety can (1) control police and security dispatch, access control, video surveillance, and alarm monitoring, and Aircraft Rescue and Fire Fighting (ARFF) and medi- cal dispatch and (2) coordinates with local public safety resources. ⢠Emergency services can provide oversight and support for an incident or an event involving the airport or in support of an Emergency Operation Center (EOC) as part of the Incident Command System. ⢠Facilities management can use the ACC as an intake mechanism for work orders and main- tenance requests and coordinate these activities with other airport functions. An ACC can be configured to support one, some, or all of these functions, depending on the operational requirements and approach preferred by the airport operator. Further, the range of users may include other airport organizations not normally involved with daily airport operational decision-making, such as public and media relations, community relations, con- cessions and business management, federal agencies, the local community, and public offi- cials. The ACC may also include various functions, outside of core airport operations, such as traffic and parking management, lost-and-found, paging and passenger locator assistance, general airline information, tenant communications, and passenger satisfaction and customer relation activities. Though not as common, the ACC may also house the airportâs technology help desk, net- work operations center (NOC), and security operations center (SOC). As technology becomes the primary tool for virtually all airport activity, having these essential technology components co-located will be beneficial. Figures 1-1 through 1-3 illustrate different dimensions of an ACC. Figure 1-1 identifies some of the many groups which may be found participating in an ACC. Figure 1-2 depicts common functions that may be included in an ACC. Determining which functions are best integrated using a hierarchy of operational priorities is best achieved by developing a CONOPS. Figure 1-3 illustrates how communications systems need to be scalable to support both daily operations and irregular operations of emergency situations. Most airports face the task of collecting, coordinating, and communicating information within the airport environment and with external government and support agencies. This situation has created an increased emphasis on satisfying growing communication demands, heightened regu- latory requirements and security procedures, and more sophisticated information technology (IT) systems to effectively and efficiently coordinate diverse entities. Because the communications process has a direct relationship with, and effect on, the efficient operation of airside and landside facilities, any terminal planning and design must consider the interaction of communications systems with all major airport and community components and services.
10 Guidance for Planning, Design, and Operations of Airport Communications Centers Figure 1-1. Common airport operations/ public safety communications/command and control center. Figure 1-2. Information technology infrastructure/physical infrastructure.
