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CASE STUDY: The Event Hub

By Ross Richie, Warwick University

The 'Event Hub'

The "event hub" was new, shiny, and fitted with the latest equipment. Chief Superintendent Janice Walker was looking forward to using it as the 'Silver Commander' of the Joint Service Command $($JSC$)$ at the forthcoming 'event'. An 'event' is a term used to describe a wide range of public occasions, ranging from managing a football match, a public protest, or a Royal Wedding to critical incidents such as a terrorist attack. The management of an event is a highly structured and well$-$practised activity, bringing together many different bodies with an interest in it$,$ including the ambulance service, the police, transport authorities, security services, and local authorities, among others.

The Command Hub

All OTG services and commanders report back to a centralized intelligence and decision$-$making command hub, often located away from the event. Within the hub, there are representatives from each Bronze command unit providing direct communication and command links to each OTG resource. The 'Silver Commander' oversees operations and strategic decisions, coordinating between OTG Bronze Commanders and managing more than $400$ individual resources and assets in larger events.

The Silver Commander

Acting as the Silver Commander is a highly pressured role, requiring assimilating intelligence, matching resources with their locations, and making critical decisions within strict policy and legislative constraints. Operational information inputs come from various sources, including Bronze command representatives, communication officers, intelligence feeds, visual feeds $($e$.$g$.,$ CCTV$),$ and advisory inputs from tactical, media, and legal advisors.

Hub Layout

The hub accommodates various bodies and services with different requirements. The layout includes special considerations for intelligence functions, ensuring sensitive information security. The mapping screen displays real$-$time updates from OTG units, crucial for both Bronze and Silver Commanders. The Silver Commander typically has a dedicated office for confidential decision$-$making. Update meetings are planned during the event, located nearby for easy access.

Challenges Faced

During a large protest march, Janice faced hectic situations requiring rapid decision$-$making and information gathering. The room layout, despite initial planning, hindered operations, with Janice continually moving between her office, command teams, and screens. To mitigate disruptions and reduce travel, Janice abandoned her office and unified her team around the information screen area. However, noise levels remained high, and discussions were interrupted. Eventually, Janice decided to distance herself from the information screen and rely more on her extended chain of command.

Reflections and Recommendations

Despite successful event management, Janice believes the hub layout hindered decision$-$making. She suggests re$-$designing the hub layout to reflect operational needs better, akin to a production process, to improve information flow and decision$-$making.