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Alaska Dispatch Study Productivity Improvement Alternatives

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Jeff Granger

The document discusses potential productivity improvements for Alaska Forestry Services transportation dispatch centers. It recommends creating a virtual dispatch center by introducing a common automated workgroup system. This would eliminate silos, allow centers to operate as one team, and could result in 25-35% productivity gains through automation. A virtual center would improve resource sharing and enable evaluating physical center consolidation in the future.

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Alaska Forestry Services (Region 10) Transportation Dispatch Center Study Workflow Productivity Improvement Alternatives
Productivity Improvements Summary Understanding Where Change Would be Beneficial Recognizing the constraints, limitations, and opportunities of the existing communications environment Accepting that infrastructure changes offer little to no benefit Realizing that process automation through introduction of workgroup software is the key enabler Productivity Improvements Could Best be Achieved by Eliminating the siloed nature of the Dispatch Centers Introducing an common, automated, virtual system for tracking Dispatcher activities Perform Dispatcher activities as one virtual Dispatching team Leading to Potential Improvements Automation of workflow tasks could result in 25% - 35%+ productivity improvement in workflow for Aircraft Operations Administrative Paperwork Introduction of shared dispatcher system enables Virtual center coverage (cross-center load sharing) with a smaller workforce Potential to consider physical center consolidation (collapse activities to fewer centers) Suggested Alternative Focus on Virtual Center alternative Create the Virtual Dispatch Center leveraging existing prototype from Chugach Focus on implementing operational enhancements and productivity improvements Collect, analyze, and measure key performance data
Productivity Improvements Constraints and Assumptions Constraints No activity data exists making productivity calculations best guess based on anecdotal evidence; additional work would need to be performed to refine estimates moving forward Analog radio infrastructure remains as the primary method for field communication (no conversion to IP-based communication protocols) Automation of communications from system to in field personnel is not possible (non-IP/analog point above) Assumptions Methods exist and can be implemented to manage continued operation during power and network outages Cost modeling data is illustrative GS-8 - $45k/yr Center - $350/yr
Productivity Improvement Alternatives Center Configuration Models Dispatch Centers Operating independently with loose connections to other centers (e.g. manual handoff) Dispatch Centers Operating together as a single virtual center connected by shared workgroup system Consolidation of physical centers Low resource and facilities Degree of Leverage Improved resource and facilities Improved resource Autonomous Centers Virtual Center Center Consolidation Transition Key Typical first step to gain consistency and make location transparent Potential second step to optimize physical operations Alternative to first 2, combining incremental steps into one
Productivity Improvement Alternatives Illustration of Potential Results Virtual Center Potential staff model plan changes assuming 33% productivity improvement (GS-8 @ $45k, Seasonal for 1/3 time) Consolidated Center Potential facilities model change assuming collapse of 1 of 3 centers (center annual operating cost @ $350k) * Actual changes require specific center resource and center costs
Productivity Improvement Alternatives Electronic Tracking Required for Improvement Within a Center Electronic tracking of emergency, operations, administration, and paperwork events Automation of manual workflow processes Automation of safety critical metrics gathering and reporting Establish a baseline of process automation and data collection for continuous process improvement Across Centers Near real time update of all Center workflow data Near real time (proactive) handoff between Centers Failover (reactive) handoff between Centers Potential to restructure Center facilities Method Common, shared workgroup application Schedule & track all events and resources Special requirements High fault tolerance Uninterrupted operation during outages Degrees of Automation Desired level of automation drives the scope of workgroup solution Basic – Readily automatable functions (schedule publication, self service scheduling) High – Advanced functions (field communications, alerts & escalations)
Productivity Improvement Suggestion Virtual Center Configuration Virtual Center is the logical first step Lowest effort, least cost and time approach Addresses barriers preventing process improvement Enables immediate collection of measures and metrics Visibility All Centers have the same global view They can operate on any task for any center Consistency Enables introduction of controls to ensure consistency They perform standard tasks using standard processes Begin Collecting Data Data is a side effect Analysis on the whole is possible Defer physical Consolidation Achieve benefits of Virtual Center Gather data and analyze activity to understand usage patterns Incrementally improve virtual center processes May never consolidate
Productivity Improvement Alternatives Potential Dimensions of Change Towards Virtual Center Automation Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup
Productivity Improvement Alternatives Path to Basic Virtual Center Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup Enables 1 2 3 4
Productivity Improvement Alternatives Path to Highly Automated Virtual Center Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup Enables 1 2 3 4
Productivity Improvement Alternatives Range of Automation Alternatives with Order of Magnitude Estimates Autonomous Basic Virtual Center on Notes Basic Virtual Center on Microsoft Highly Automated Virtual Center on Microsoft + FTE = $125/hr 3 FTE for 9 – 12 months $540k - $1mm 1.5 FTE for 6 – 12 months $180k – 360k 1 FTE for 3 – 6 months $60k – 120k Time / Cost Estimate 1.5 FTE for 2 – 6 months $60k – $180k 1 FTE for 2 – 3 months $40k – $60k Estimate to Evaluate Alternative This technology infrastructure has the most uncertainty and requires the greatest amount of analysis and potential cost (ability to leverage radio infrastructure must be validated) Additional fail-over for power and network, augmentation to radio infrastructure Availability of solution infrastructure is unclear: The timing and potential functionality of the Microsoft messaging conversion is unclear Longevity of the solution is unclear: Messaging environment moving to Microsoft Outlook; Unclear what will happen with Notes application server infrastructure Risks Focused on delivering highest degree of process automation leading to greatest resource leverage and consolidation potential Based on future messaging platform which provides leverage and helps control future cost. Likely the fastest to construct (based on existing “prototype” from Chugach center), uses existing and well deployed Notes infrastructure Benefits Design and develop an application that leverages Forestry service technologies and implements maximum process automation Develop an application equivalent to extended Chugach Statusboard in the Microsoft messaging environment Extend existing Chugach Statusboard Notes application to obtain one common view of all Dispatcher activity Alternative Option 3 Microsoft+ Technology Infrastructure Option 2 Microsoft Messaging Infrastructure Option 1 Legacy Notes Messaging Infrastructure High Automate most processes (scheduling, communications, & field tracking) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Automation Microsoft messaging & collaboration & ??? Microsoft messaging Existing Lotus Notes/Domino Infrastructure
Productivity Improvement Alternatives Range of Automation Alternatives with Order of Magnitude Estimates Autonomous Basic Virtual Center on Notes Basic Virtual Center on Microsoft Highly Automated Virtual Center on Microsoft + FTE = $125/hr Suggested Alternative 3 FTE for 9 – 12 months $540k - $1mm 1.5 FTE for 6 – 12 months $180k – 360k 1 FTE for 3 – 6 months $60k – 120k Time / Cost Estimate 1.5 FTE for 2 – 6 months $60k – $180k 1 FTE for 2 – 3 months $40k – $60k Estimate to Evaluate Alternative This technology infrastructure has the most uncertainty and requires the greatest amount of analysis and potential cost (ability to leverage radio infrastructure must be validated) Additional fail-over for power and network, augmentation to radio infrastructure Availability of solution infrastructure is unclear: The timing and potential functionality of the Microsoft messaging conversion is unclear Longevity of the solution is unclear: Messaging environment moving to Microsoft Outlook; Unclear what will happen with Notes application server infrastructure Risks Focused on delivering highest degree of process automation leading to greatest resource leverage and consolidation potential Based on future messaging platform which provides leverage and helps control future cost. Likely the fastest to construct (based on existing “prototype” from Chugach center), uses existing and well deployed Notes infrastructure Benefits Design and develop an application that leverages Forestry service technologies and implements maximum process automation Develop an application equivalent to extended Chugach Statusboard in the Microsoft messaging environment Extend existing Chugach Statusboard Notes application to obtain one common view of all Dispatcher activity Alternative Option 3 Microsoft+ Technology Infrastructure Option 2 Microsoft Messaging Infrastructure Option 1 Legacy Notes Messaging Infrastructure High Automate most processes (scheduling, communications, & field tracking) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Automation Microsoft messaging & collaboration & ??? Microsoft messaging Existing Lotus Notes/Domino Infrastructure
Productivity Improvement Assessment Workflow Automation Analysis Emergencies Manage Emergencies Emergency Notifications Aircraft Operations (flights & floats) Monitor Environmental Conditions Monitor for Contract Compliance Dispatch Track Dispatched Alert In-Transit & Deployed Personnel Recall In-Transit Revise Existing Plan Schedule New Plan Equipment Procurement Administrative (boats, personnel radio communications) Overall Daily Operations Open Dispatch Center Track Deployed Field Personnel Fire Dispatch Handoff Operations to Another Dispatch Center Close Dispatch Center Telephones Phones E-mail Sametime Customers in office Revise Existing Plan Schedule New Plan Paperwork Contract Inspection Rental Agreement Inspection Use & Payment Reporting Data Entry Potential process automation opportunities highlighted in yellow in the following workflow slides
Dispatcher Activities Degree of Automation by Workflow
Workflow Automation Analysis Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft Emergency Workflow Manage Boat Emergency Workflow Manage Hazardous Materials Emergency Workflow Manage Tsunami Emergency Workflow Manage Field Emergency Workflow Determine Nature of Emergency Emergency Occurs False True Helicopter Incident or Accident False True Aircraft Incident or Accident False True Boat Incident or Accident False True Hazardous Materials Incident False True Tsunami Incident False True Field Incident or Accident False True Dispatcher
Workflow Automation Analysis Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Aero Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Complete Incident Log Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Complete Incident Log Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Hazardous Materials Coordinator Alt Hazardous Materials Coordinator District Safety Officer District Ranger Law Enforcement Officer Patrol Captain Complete Incident Log Track Progress & Log Activities Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Camps Field Crews Boats Aircraft Complete Incident Log Provide Information & Instructions Aircraft Stay Airborne Boats to Deep Water Camps to Remove Vehicles to High Ground Take survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc. Monitor Radio for Updates Tsunami Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
Workflow Automation Analysis Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workflow Periodically Checking Web Resources Radio Equipment IP Radio Automated Flight Following (AFF) Web Resources Recall In-Transit Workflow Dispatcher Conditions Become Unfavorable False True
Workflow Automation Analysis Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Compliance Issues Alert Contractor and Remediate Compliance Issues Dispatcher Compliance Issues Exist False True Compliance Issues Exist False True Contract Documents Compliance Log
Workflow Automation Analysis Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Aircraft Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Flight Conditions Monitor Weather for Improvement Dispatcher Aircraft Pilot Weather Aircraft Flight Schedule Aircraft Flight Plan Flight Plan in Order False True Flight Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Weather Does Not Improve False True
Workflow Automation Analysis Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatched Helicopter Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Check Flight Conditions Monitor Weather for Improvement Dispatcher Helicopter Pilot Weather Helicopter Flight Plan Flight Plan in Order False True Flight Plan Exist False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Helicopter Flight Schedule Helicopter Manager Weather Does Not Improve False True
Workflow Automation Analysis Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Float Conditions Monitor Weather for Improvement Dispatcher Boat Pilot Weather Float Plan in Order False True Float Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Boat Float Plan Boat Float Schedule Weather Does Not Improve False True
Workflow Automation Analysis Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attempts to Contact Flight OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Aircraft Incident Workflow Return Transportation service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Flight False True Flight Arrives At Destination False True Dispatcher
Workflow Automation Analysis Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher Attempts to Contact Helicopter OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Helicopter Incident Workflow Return Transportation Service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Helicopter False True Helicopter Arrives At Destination False True Dispatcher
Workflow Automation Analysis Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Contact Boat OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio Other Dispatched Resources Record Arrival Field Incident Workflow Return Float Following Coverage Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Boat False True Boat Arrives At Destination False True Dispatcher
Workflow Automation Analysis Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Alert Other Dispatch Centers Analog Radio IP Radio Sametime Telephone Fax Weather changes with possibility of field impact Deployed resources report activities impacting other field resources (blasting in flight zone) Alert In-Transit & Deployed Personnel Analog Radio IP Radio Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Convey Conditions Record Alert Event Details Field Personnel Contacted False True Field Personnel Alerted within Allowed Timeframe False True Recall Event Log Flight Strip Handoff Situation False True Dispatcher
Workflow Automation Analysis Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather Aircraft Incident Alert Other Dispatch Centers Analog Radio IP Radio Sametime Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Provide Recall Instructions Contact In-Transit & Deployed Personnel Analog Radio IP Radio Telephone Fax Complete Recall Event Details Field Personnel Contacted False True Field Personnel Contact within Allowed Timeframe False True Recall Event Log Flight Strip Recall Event Log Flight Strip Handoff Situation False True Dispatcher
Workflow Automation Analysis Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow Aircraft Flight Re-Scheduled Aircraft Flight Analysis and Re-Planning Revised Aircraft Flight Plan Created Revised Aircraft Flight Plan Communicated Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Modify Aircraft Assignment False True Modify Equipment False True
Workflow Automation Analysis Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Workflow Helicopter Flight Re-Scheduled Helicopter Flight Analysis and Re-Planning Revised Helicopter Flight Plan Created Revised Helicopter Flight Plan Communicated Procure Equipment Workflow Helicopter Manager Modify Helicopter Assignment False True Modify Equipment False True Helicopter Flight Plan Helicopter Flight Schedule
Workflow Automation Analysis Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Float Re-Scheduled Boat Float Analysis and Re-Planning Revised Boat Float Plan Created Revised Boat Float Plan Communicated Procure Equipment Workflow Dispatcher Modify Boat Assignment False True Modify Equipment False True Boat Float Plan Boat Float Schedule Boat Operator
Workflow Automation Analysis Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airplane Workflow Aircraft Flight Scheduled Aircraft Flight Analysis and Planning New Aircraft Flight Plan Created Finalized Aircraft Flight Plan Communicated to Requestor Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Aircraft Requestor
Workflow Automation Analysis Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure Helicopter Workflow Helicopter Flight Scheduled Helicopter Flight Analysis and Planning New Helicopter Flight Plan Created Finalized Flight Helicopter Plan Communicated to Requestor Procure Equipment Workflow Helicopter Manager Helicopter Flight Plan Helicopter Flight Schedule Helicopter Requestor
Workflow Automation Analysis Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Float Scheduled Boat Float Analysis and Planning New Boat Float Plan Created Finalized Boat Float Plan Communicated to Requestor Procure Equipment Workflow Dispatcher Boat Operator Boat Float Plan Boat Float Schedule
Workflow Automation Analysis Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check Availability Of Contracted Resources Book Resources & Incorporate into Flight/Float Plan Check Availability of Rental Resources Resources Available False True Resources Available False True Contract Documents Dispatcher Boat Operator
Workflow Automation Analysis Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Process Flight & Float Requests Actively Monitor Conditions (Weather, Field Communications, etc) Announce that Dispatch is Closed Exit Dispatch Center Process Paperwork Monitor Flights, Floats, Field Personnel Create Tomorrow’s Schedule Respond to Emergencies (Fire, Flight/Float/Field Incidents, etc) Dispatch Flights & Floats Record Returns of Flights & Floats Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and post other centers’ schedules Turn off Equipment Log Off Applications Large Schedule Sheet Dispatch Strips Create Excel Schedule and send to other Tongass centers via DMS Dispatcher
Workflow Automation Analysis Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and Post other centers’ schedules Fax schedule to contract providers Dispatcher
Workflow Automation Analysis Track Deployed Field Personnel Open Dispatch Center Workflow Field Personnel AM Check-In Dispatcher Attempts to Contact Field Personnel In-Field Personnel Board Updated Dispatcher Uses Radio Other Dispatched Resources Field Incident Workflow Field Personnel PM Check-In Close Dispatch Center Workflow In-Field Activity Occurs Check-In 30 -60 Minutes Overdue False True Dispatcher Contacts Field Personnel False True Dispatcher
Workflow Automation Analysis Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO Request Resources From Adjoining Ranger Districts FMO & IC Coordinates Local Fire Response Fire Incident Log Started Fire Incident Log Updated Dispatch Center Coordinates Transportation Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex District FMO Fire Extinguished False True Aircraft Dispatcher Fire can be Managed by Local Resources False True Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident District Receptionist Type 4 or 5 IC Fire Escalates Beyond Local Response False True
Workflow Automation Analysis Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire Escalates to Type 3,2,&1 ROSS Information Updated Request for Remote Fire Resources Initiated Fire Incident Logged into ROSS Fire Incident Sheets Completed Fire Incident information is passed to Fire Dispatch Fire Incident Sheets Updated ROSS Incident Closed Fire Dispatcher Coordinates Response Chugach National Forest Provides Resources Resources Ordered from AICC Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Fire Dispatcher IADP Fire Extinguished False True Fire Incident Fire Incident Fire Incident Fire Incident ROSS ROSS ROSS FMO Type 3 IC Resources Ordered Direct from local False True
Workflow Automation Analysis Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fire Resources Via ROSS ROSS Information Updated Determine/Confirm Resource Availability Fire Incident Management Tracked at Remote Site ROSS Pre-identifies Fire Response Resources ROSS Incident Closed Resources Dispatched via ROSS Based on skills ROSS Request Declined Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Resources Available False True EDRC / EDSD Fire Extinguished False True Resources Allocation Changes False True ROSS ROSS ROSS ROSS AICC & Chugach FMO
Workflow Automation Analysis Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Closed Exit Dispatch Center Log Out of Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Dispatcher
Workflow Automation Analysis Handoff Operations to Another Dispatch Center Event Occurs Requiring Handoff Control Is Passed to Handoff Center Information is Conveyed to Handoff Center Analog Radio IP Radio Telephone Fax Control Is Passed to Originating Center Information is Conveyed to Originating Center Analog Radio IP Radio Telephone Fax Handoff Center Manages Originating Center Activity Dispatcher Event Resolves False True
Workflow Automation Analysis Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Email Respond to Sametime Message Respond to Email Message Actively Monitor phone Actively Monitor Sametime Phone Rings False True Dispatcher Sametime Message Arrives False True Email Exists False True
Workflow Automation Analysis Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors & Validate Contract Terms Negotiate Terms Record Contract Usage Instructions Pilot Certification Equipment Certification Flight Availability/Commitment Annual Contract Review Meets Forestry Requirements False True Contract Documents Dispatcher
Workflow Automation Analysis Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Negotiate Terms Record Rental Usage Instructions Pilot Certification Equipment Certification Flight/Float Availability Meets Forestry Requirements False True Contract Documents Dispatcher
Workflow Automation Analysis Use & Payment Reporting Data Entry Use & Accounting Data is Collected and Validated Data is Entered into Excel Spreadsheets for Reporting and Analysis Use Information is Synthesized into Final Report Data is Entered into Aviation Business Management System for Payment Sent for Payment Dispatcher Use Report

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Alaska Dispatch Study Productivity Improvement Alternatives

  • 1. Alaska Forestry Services (Region 10) Transportation Dispatch Center Study Workflow Productivity Improvement Alternatives
  • 2. Productivity Improvements Summary Understanding Where Change Would be Beneficial Recognizing the constraints, limitations, and opportunities of the existing communications environment Accepting that infrastructure changes offer little to no benefit Realizing that process automation through introduction of workgroup software is the key enabler Productivity Improvements Could Best be Achieved by Eliminating the siloed nature of the Dispatch Centers Introducing an common, automated, virtual system for tracking Dispatcher activities Perform Dispatcher activities as one virtual Dispatching team Leading to Potential Improvements Automation of workflow tasks could result in 25% - 35%+ productivity improvement in workflow for Aircraft Operations Administrative Paperwork Introduction of shared dispatcher system enables Virtual center coverage (cross-center load sharing) with a smaller workforce Potential to consider physical center consolidation (collapse activities to fewer centers) Suggested Alternative Focus on Virtual Center alternative Create the Virtual Dispatch Center leveraging existing prototype from Chugach Focus on implementing operational enhancements and productivity improvements Collect, analyze, and measure key performance data
  • 3. Productivity Improvements Constraints and Assumptions Constraints No activity data exists making productivity calculations best guess based on anecdotal evidence; additional work would need to be performed to refine estimates moving forward Analog radio infrastructure remains as the primary method for field communication (no conversion to IP-based communication protocols) Automation of communications from system to in field personnel is not possible (non-IP/analog point above) Assumptions Methods exist and can be implemented to manage continued operation during power and network outages Cost modeling data is illustrative GS-8 - $45k/yr Center - $350/yr
  • 4. Productivity Improvement Alternatives Center Configuration Models Dispatch Centers Operating independently with loose connections to other centers (e.g. manual handoff) Dispatch Centers Operating together as a single virtual center connected by shared workgroup system Consolidation of physical centers Low resource and facilities Degree of Leverage Improved resource and facilities Improved resource Autonomous Centers Virtual Center Center Consolidation Transition Key Typical first step to gain consistency and make location transparent Potential second step to optimize physical operations Alternative to first 2, combining incremental steps into one
  • 5. Productivity Improvement Alternatives Illustration of Potential Results Virtual Center Potential staff model plan changes assuming 33% productivity improvement (GS-8 @ $45k, Seasonal for 1/3 time) Consolidated Center Potential facilities model change assuming collapse of 1 of 3 centers (center annual operating cost @ $350k) * Actual changes require specific center resource and center costs
  • 6. Productivity Improvement Alternatives Electronic Tracking Required for Improvement Within a Center Electronic tracking of emergency, operations, administration, and paperwork events Automation of manual workflow processes Automation of safety critical metrics gathering and reporting Establish a baseline of process automation and data collection for continuous process improvement Across Centers Near real time update of all Center workflow data Near real time (proactive) handoff between Centers Failover (reactive) handoff between Centers Potential to restructure Center facilities Method Common, shared workgroup application Schedule & track all events and resources Special requirements High fault tolerance Uninterrupted operation during outages Degrees of Automation Desired level of automation drives the scope of workgroup solution Basic – Readily automatable functions (schedule publication, self service scheduling) High – Advanced functions (field communications, alerts & escalations)
  • 7. Productivity Improvement Suggestion Virtual Center Configuration Virtual Center is the logical first step Lowest effort, least cost and time approach Addresses barriers preventing process improvement Enables immediate collection of measures and metrics Visibility All Centers have the same global view They can operate on any task for any center Consistency Enables introduction of controls to ensure consistency They perform standard tasks using standard processes Begin Collecting Data Data is a side effect Analysis on the whole is possible Defer physical Consolidation Achieve benefits of Virtual Center Gather data and analyze activity to understand usage patterns Incrementally improve virtual center processes May never consolidate
  • 8. Productivity Improvement Alternatives Potential Dimensions of Change Towards Virtual Center Automation Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup
  • 9. Productivity Improvement Alternatives Path to Basic Virtual Center Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup Enables 1 2 3 4
  • 10. Productivity Improvement Alternatives Path to Highly Automated Virtual Center Process/Workflow Infrastructure Organizational Implement common system to capture Dispatch activity data Low High Integrate Dispatcher Center system to other systems (payment, …) Automate Dispatcher workflows (tracking, check-ins, alerts/escalations) Maintain separate, loosely connected centers Low High Consolidate physical centers Create a virtual center from multiple physical centers Upgrade dispatch office power backup Low High Add Digital IP equipment (servers, cameras, GPS, sensors) to field sites/users Upgrade dispatch office & radio shop network backup Enables 1 2 3 4
  • 11. Productivity Improvement Alternatives Range of Automation Alternatives with Order of Magnitude Estimates Autonomous Basic Virtual Center on Notes Basic Virtual Center on Microsoft Highly Automated Virtual Center on Microsoft + FTE = $125/hr 3 FTE for 9 – 12 months $540k - $1mm 1.5 FTE for 6 – 12 months $180k – 360k 1 FTE for 3 – 6 months $60k – 120k Time / Cost Estimate 1.5 FTE for 2 – 6 months $60k – $180k 1 FTE for 2 – 3 months $40k – $60k Estimate to Evaluate Alternative This technology infrastructure has the most uncertainty and requires the greatest amount of analysis and potential cost (ability to leverage radio infrastructure must be validated) Additional fail-over for power and network, augmentation to radio infrastructure Availability of solution infrastructure is unclear: The timing and potential functionality of the Microsoft messaging conversion is unclear Longevity of the solution is unclear: Messaging environment moving to Microsoft Outlook; Unclear what will happen with Notes application server infrastructure Risks Focused on delivering highest degree of process automation leading to greatest resource leverage and consolidation potential Based on future messaging platform which provides leverage and helps control future cost. Likely the fastest to construct (based on existing “prototype” from Chugach center), uses existing and well deployed Notes infrastructure Benefits Design and develop an application that leverages Forestry service technologies and implements maximum process automation Develop an application equivalent to extended Chugach Statusboard in the Microsoft messaging environment Extend existing Chugach Statusboard Notes application to obtain one common view of all Dispatcher activity Alternative Option 3 Microsoft+ Technology Infrastructure Option 2 Microsoft Messaging Infrastructure Option 1 Legacy Notes Messaging Infrastructure High Automate most processes (scheduling, communications, & field tracking) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Automation Microsoft messaging & collaboration & ??? Microsoft messaging Existing Lotus Notes/Domino Infrastructure
  • 12. Productivity Improvement Alternatives Range of Automation Alternatives with Order of Magnitude Estimates Autonomous Basic Virtual Center on Notes Basic Virtual Center on Microsoft Highly Automated Virtual Center on Microsoft + FTE = $125/hr Suggested Alternative 3 FTE for 9 – 12 months $540k - $1mm 1.5 FTE for 6 – 12 months $180k – 360k 1 FTE for 3 – 6 months $60k – 120k Time / Cost Estimate 1.5 FTE for 2 – 6 months $60k – $180k 1 FTE for 2 – 3 months $40k – $60k Estimate to Evaluate Alternative This technology infrastructure has the most uncertainty and requires the greatest amount of analysis and potential cost (ability to leverage radio infrastructure must be validated) Additional fail-over for power and network, augmentation to radio infrastructure Availability of solution infrastructure is unclear: The timing and potential functionality of the Microsoft messaging conversion is unclear Longevity of the solution is unclear: Messaging environment moving to Microsoft Outlook; Unclear what will happen with Notes application server infrastructure Risks Focused on delivering highest degree of process automation leading to greatest resource leverage and consolidation potential Based on future messaging platform which provides leverage and helps control future cost. Likely the fastest to construct (based on existing “prototype” from Chugach center), uses existing and well deployed Notes infrastructure Benefits Design and develop an application that leverages Forestry service technologies and implements maximum process automation Develop an application equivalent to extended Chugach Statusboard in the Microsoft messaging environment Extend existing Chugach Statusboard Notes application to obtain one common view of all Dispatcher activity Alternative Option 3 Microsoft+ Technology Infrastructure Option 2 Microsoft Messaging Infrastructure Option 1 Legacy Notes Messaging Infrastructure High Automate most processes (scheduling, communications, & field tracking) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Low-Medium Focused on visibility with select process automation (scheduling, communications,…) Automation Microsoft messaging & collaboration & ??? Microsoft messaging Existing Lotus Notes/Domino Infrastructure
  • 13. Productivity Improvement Assessment Workflow Automation Analysis Emergencies Manage Emergencies Emergency Notifications Aircraft Operations (flights & floats) Monitor Environmental Conditions Monitor for Contract Compliance Dispatch Track Dispatched Alert In-Transit & Deployed Personnel Recall In-Transit Revise Existing Plan Schedule New Plan Equipment Procurement Administrative (boats, personnel radio communications) Overall Daily Operations Open Dispatch Center Track Deployed Field Personnel Fire Dispatch Handoff Operations to Another Dispatch Center Close Dispatch Center Telephones Phones E-mail Sametime Customers in office Revise Existing Plan Schedule New Plan Paperwork Contract Inspection Rental Agreement Inspection Use & Payment Reporting Data Entry Potential process automation opportunities highlighted in yellow in the following workflow slides
  • 14. Dispatcher Activities Degree of Automation by Workflow
  • 15. Workflow Automation Analysis Manage Emergencies Monitor Environmental Conditions Workflow Manage Helicopter Emergency Workflow Manage Aircraft Emergency Workflow Manage Boat Emergency Workflow Manage Hazardous Materials Emergency Workflow Manage Tsunami Emergency Workflow Manage Field Emergency Workflow Determine Nature of Emergency Emergency Occurs False True Helicopter Incident or Accident False True Aircraft Incident or Accident False True Boat Incident or Accident False True Hazardous Materials Incident False True Tsunami Incident False True Field Incident or Accident False True Dispatcher
  • 16. Workflow Automation Analysis Aircraft Emergency Notification Aircraft Incident / Accident Occurs Start Incident Log Overdue Aircraft Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Aero Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Complete Incident Log Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
  • 17. Workflow Automation Analysis Helicopter Emergency Notification Helicopter Incident / Accident Occurs Start Incident Log Overdue Helicopter Bird Strike Lightning Strike Mayday Smoke in Cockpit Malfunction Medical Problem Pilot/Passenger Unsafe Attitude Violation Pilot Duty Limitations Violation Fed Aviation Regulations Jettison or Loss of Cargo/Equipment Engine Malfunction Near Miss Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed - Other Dispatch Centers Forest Aviation Officer (FAO) Flight Services/FAA Airport Manager Vendor Field Camps Other Aircraft Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Regional Aviation Officer Forest Supervisor and Forest Engineer District Ranger Administrative Officer Contractor/Owner of Aircraft Law Enforcement Contracting Officer PAO (Public Affairs Officer) Next of Kin (case of death) Dispatcher Forest Aviation Officer (FAO) Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Significant Enough For Incident Log False True Dispatcher
  • 18. Workflow Automation Analysis Boat Emergency Notification Boat Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Complete Incident Log Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Flight Strip Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
  • 19. Workflow Automation Analysis Field Emergency Notification Field Incident / Accident Occurs Start Incident Log Injured Person Overdue/Lost Vehicle Incident Boat Incident Conduct Search & Rescue As Directed Based on Circumstances Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Complete Incident Log Notify as Needed- District Ranger staff Vessels Coast Guard Trooper/Police Hospital Ambulance Fire Department Law Enforcement Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Search & Rescue Initiated False True Significant Enough For Incident Log False True Dispatcher
  • 20. Workflow Automation Analysis Hazardous Materials Emergency Notification Hazardous Materials Spill Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Hazardous Materials Coordinator Alt Hazardous Materials Coordinator District Safety Officer District Ranger Law Enforcement Officer Patrol Captain Complete Incident Log Track Progress & Log Activities Dispatcher District Ranger District Safety Officer Incident / Accident Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
  • 21. Workflow Automation Analysis Tsunami Emergency Notification Tsunami Reported Start Incident Log Monitor Environmental Conditions Workflow Develop Immediate Plan of Action Notify as Needed - Camps Field Crews Boats Aircraft Complete Incident Log Provide Information & Instructions Aircraft Stay Airborne Boats to Deep Water Camps to Remove Vehicles to High Ground Take survival equipment as time allows, radios, sleeping bags, shelter, food, water, clothing, first aid equipment, etc. Monitor Radio for Updates Tsunami Concludes False True Incident Log Incident Log Significant Enough For Incident Log False True Dispatcher
  • 22. Workflow Automation Analysis Monitor Environmental Conditions Monitoring All Radio Transmissions Alert In-Transit & Dispatched Personnel Workflow Periodically Checking Web Resources Radio Equipment IP Radio Automated Flight Following (AFF) Web Resources Recall In-Transit Workflow Dispatcher Conditions Become Unfavorable False True
  • 23. Workflow Automation Analysis Monitor Contract Compliance Periodically Review Performance to Contract Compliance Policies Log and Report Compliance Issues Alert Contractor and Remediate Compliance Issues Dispatcher Compliance Issues Exist False True Compliance Issues Exist False True Contract Documents Compliance Log
  • 24. Workflow Automation Analysis Dispatch Aircraft Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Aircraft Track Dispatched Aircraft Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Flight Conditions Monitor Weather for Improvement Dispatcher Aircraft Pilot Weather Aircraft Flight Schedule Aircraft Flight Plan Flight Plan in Order False True Flight Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Weather Does Not Improve False True
  • 25. Workflow Automation Analysis Dispatch Helicopter Validates Flight Plan Contact Dispatch and Confirm Mission Dispatch Helicopter Track Dispatched Helicopter Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Check Flight Conditions Monitor Weather for Improvement Dispatcher Helicopter Pilot Weather Helicopter Flight Plan Flight Plan in Order False True Flight Plan Exist False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Helicopter Flight Schedule Helicopter Manager Weather Does Not Improve False True
  • 26. Workflow Automation Analysis Dispatch Boat Validates Float Plan Activate Float Plan Dispatch Float Track Dispatched Boat Workflow Record Return Add to Field Personnel Tracking Schedule for Future Revise Plan Details Create Plan for Immediate Use Check Float Conditions Monitor Weather for Improvement Dispatcher Boat Pilot Weather Float Plan in Order False True Float Plan Exist False True Resources Available False True Conditions Meet Policy Standards False True Personnel Remaining In Field False True Boat Float Plan Boat Float Schedule Weather Does Not Improve False True
  • 27. Workflow Automation Analysis Track Dispatched Aircraft Dispatch Aircraft Workflow En-Route Aircraft Checks-In Every 30 Minutes Dispatcher Attempts to Contact Flight OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Aircraft Incident Workflow Return Transportation service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Flight False True Flight Arrives At Destination False True Dispatcher
  • 28. Workflow Automation Analysis Track Dispatched Helicopter Dispatch Helicopter Workflow En-Route Helicopter Checks-In Every 15 Minutes Dispatcher Attempts to Contact Helicopter OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio AFF Other Dispatched Resources Record Arrival Helicopter Incident Workflow Return Transportation Service Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Helicopter False True Helicopter Arrives At Destination False True Dispatcher
  • 29. Workflow Automation Analysis Track Dispatched Boat Dispatch Boat Workflow En-Route Boat Checks-In Every 30 Minutes Dispatcher Attempts to Contact Boat OR deviation from normal route, Unusual weather, Abnormal Flight Occurrence Plotter Plan and Flight Strips Updated Dispatcher Uses Radio Other Dispatched Resources Record Arrival Field Incident Workflow Return Float Following Coverage Requested In-Field Activity Occurs Check-In 15-30 Minutes Overdue False True Dispatcher Contacts Boat False True Boat Arrives At Destination False True Dispatcher
  • 30. Workflow Automation Analysis Alert In-Transit & Deployed Personnel Conditions Arise Requiring that In-Transit & Field Personnel are Alerted Alert Other Dispatch Centers Analog Radio IP Radio Sametime Telephone Fax Weather changes with possibility of field impact Deployed resources report activities impacting other field resources (blasting in flight zone) Alert In-Transit & Deployed Personnel Analog Radio IP Radio Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Convey Conditions Record Alert Event Details Field Personnel Contacted False True Field Personnel Alerted within Allowed Timeframe False True Recall Event Log Flight Strip Handoff Situation False True Dispatcher
  • 31. Workflow Automation Analysis Recall In-Transit Aircraft Conditions Arise Requiring In-Transit Recall Record Recall Event Details Severe Weather Aircraft Incident Alert Other Dispatch Centers Analog Radio IP Radio Sametime Contact Other Nearby Flights, Floats, Field Camps as Conduit to Field Personnel Manage Emergencies Workflow Monitor Environmental Conditions Workflow Provide Recall Instructions Contact In-Transit & Deployed Personnel Analog Radio IP Radio Telephone Fax Complete Recall Event Details Field Personnel Contacted False True Field Personnel Contact within Allowed Timeframe False True Recall Event Log Flight Strip Recall Event Log Flight Strip Handoff Situation False True Dispatcher
  • 32. Workflow Automation Analysis Revise Existing Aircraft Flight Plan Revision Required Change of Plans Conditions Change Procure Airplane Workflow Aircraft Flight Re-Scheduled Aircraft Flight Analysis and Re-Planning Revised Aircraft Flight Plan Created Revised Aircraft Flight Plan Communicated Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Modify Aircraft Assignment False True Modify Equipment False True
  • 33. Workflow Automation Analysis Revise Existing Helicopter Flight Plan Revision Required Change of Plans Conditions Change Procure Helicopter Workflow Helicopter Flight Re-Scheduled Helicopter Flight Analysis and Re-Planning Revised Helicopter Flight Plan Created Revised Helicopter Flight Plan Communicated Procure Equipment Workflow Helicopter Manager Modify Helicopter Assignment False True Modify Equipment False True Helicopter Flight Plan Helicopter Flight Schedule
  • 34. Workflow Automation Analysis Revise Existing Boat Float Plan Revision Required Change of Plans Conditions Change Procure Boat Workflow Boat Float Re-Scheduled Boat Float Analysis and Re-Planning Revised Boat Float Plan Created Revised Boat Float Plan Communicated Procure Equipment Workflow Dispatcher Modify Boat Assignment False True Modify Equipment False True Boat Float Plan Boat Float Schedule Boat Operator
  • 35. Workflow Automation Analysis Schedule New Aircraft Flight Plan New Aircraft Flight Reservation Submitted Email Telephone Walk-Ins Procure Airplane Workflow Aircraft Flight Scheduled Aircraft Flight Analysis and Planning New Aircraft Flight Plan Created Finalized Aircraft Flight Plan Communicated to Requestor Procure Equipment Workflow Aircraft Flight Schedule Aircraft Flight Plan Dispatcher Aircraft Requestor
  • 36. Workflow Automation Analysis Schedule New Helicopter Flight Plan New Helicopter Flight Reservation Submitted Email Telephone Walk-Ins Procure Helicopter Workflow Helicopter Flight Scheduled Helicopter Flight Analysis and Planning New Helicopter Flight Plan Created Finalized Flight Helicopter Plan Communicated to Requestor Procure Equipment Workflow Helicopter Manager Helicopter Flight Plan Helicopter Flight Schedule Helicopter Requestor
  • 37. Workflow Automation Analysis Schedule New Boat Float Plan New Boat Float Plan Submitted Email Telephone Walk-Ins Procure Boat Workflow Boat Float Scheduled Boat Float Analysis and Planning New Boat Float Plan Created Finalized Boat Float Plan Communicated to Requestor Procure Equipment Workflow Dispatcher Boat Operator Boat Float Plan Boat Float Schedule
  • 38. Workflow Automation Analysis Equipment Procurement (Aircraft, Helicopter, Boat) Equipment Request Check Availability of Owned Resources Check Availability Of Contracted Resources Book Resources & Incorporate into Flight/Float Plan Check Availability of Rental Resources Resources Available False True Resources Available False True Contract Documents Dispatcher Boat Operator
  • 39. Workflow Automation Analysis Overall Daily Operations Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Process Flight & Float Requests Actively Monitor Conditions (Weather, Field Communications, etc) Announce that Dispatch is Closed Exit Dispatch Center Process Paperwork Monitor Flights, Floats, Field Personnel Create Tomorrow’s Schedule Respond to Emergencies (Fire, Flight/Float/Field Incidents, etc) Dispatch Flights & Floats Record Returns of Flights & Floats Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and post other centers’ schedules Turn off Equipment Log Off Applications Large Schedule Sheet Dispatch Strips Create Excel Schedule and send to other Tongass centers via DMS Dispatcher
  • 40. Workflow Automation Analysis Open Dispatch Center Enter Facility Turn on Equipment Announce that Dispatch is Open Verify Today's Schedule Log into Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Large Paper Schedule Sheet Paper Dispatch Strips Whiteboard Field Personnel Print and Post other centers’ schedules Fax schedule to contract providers Dispatcher
  • 41. Workflow Automation Analysis Track Deployed Field Personnel Open Dispatch Center Workflow Field Personnel AM Check-In Dispatcher Attempts to Contact Field Personnel In-Field Personnel Board Updated Dispatcher Uses Radio Other Dispatched Resources Field Incident Workflow Field Personnel PM Check-In Close Dispatch Center Workflow In-Field Activity Occurs Check-In 30 -60 Minutes Overdue False True Dispatcher Contacts Field Personnel False True Dispatcher
  • 42. Workflow Automation Analysis Local Fire Dispatch Type 4 & 5 Fires Fire Reported Fire Incident Log Completed IC & FMO Request Resources From Adjoining Ranger Districts FMO & IC Coordinates Local Fire Response Fire Incident Log Started Fire Incident Log Updated Dispatch Center Coordinates Transportation Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex District FMO Fire Extinguished False True Aircraft Dispatcher Fire can be Managed by Local Resources False True Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident Fire Incident District Receptionist Type 4 or 5 IC Fire Escalates Beyond Local Response False True
  • 43. Workflow Automation Analysis Fire Dispatch via ROSS Local TYPE 3,2,&1 Local Fire Escalates to Type 3,2,&1 ROSS Information Updated Request for Remote Fire Resources Initiated Fire Incident Logged into ROSS Fire Incident Sheets Completed Fire Incident information is passed to Fire Dispatch Fire Incident Sheets Updated ROSS Incident Closed Fire Dispatcher Coordinates Response Chugach National Forest Provides Resources Resources Ordered from AICC Fire Type Key 5 - Can be extinguished by one single resource 4 - Can be extinguished by several single resources 3 – Increase complexity, several single resources , strike teams, task force, can be divided into divisions 2 – Larger & more complex 1 – Largest & most complex Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Fire Dispatcher IADP Fire Extinguished False True Fire Incident Fire Incident Fire Incident Fire Incident ROSS ROSS ROSS FMO Type 3 IC Resources Ordered Direct from local False True
  • 44. Workflow Automation Analysis Remote Fire Resource Request via ROSS From Chugach directly or AICC for National Deployment Remote Request for Fire Resources Via ROSS ROSS Information Updated Determine/Confirm Resource Availability Fire Incident Management Tracked at Remote Site ROSS Pre-identifies Fire Response Resources ROSS Incident Closed Resources Dispatched via ROSS Based on skills ROSS Request Declined Additional Terms/Roles Key ROSS - Resource Ordering and Status System IADP - Initial Attack Dispatcher EDRC - Expanded Dispatch Recorder EDSD - Expanded Dispatch Support Dispatcher EDSP - Expanded Dispatch Supervisory Dispatcher CORD - Coordinator IC - Incident Commander FMO - Fire Management Officer Resources Available False True EDRC / EDSD Fire Extinguished False True Resources Allocation Changes False True ROSS ROSS ROSS ROSS AICC & Chugach FMO
  • 45. Workflow Automation Analysis Close Office Verify All Flight, Floats, Personnel Accounted For Turn Off Equipment Announce that Dispatch is Closed Exit Dispatch Center Log Out of Applications Radio Equipment Workstations IP Radio Lotus Notes Email Sametime Dispatch Messenger Service (DMS) web Email Automated Flight Following (AFF) Web Resources Dispatcher
  • 46. Workflow Automation Analysis Handoff Operations to Another Dispatch Center Event Occurs Requiring Handoff Control Is Passed to Handoff Center Information is Conveyed to Handoff Center Analog Radio IP Radio Telephone Fax Control Is Passed to Originating Center Information is Conveyed to Originating Center Analog Radio IP Radio Telephone Fax Handoff Center Manages Originating Center Activity Dispatcher Event Resolves False True
  • 47. Workflow Automation Analysis Phones, E-mail, Sametime Take and Close Call Monitor Environmental Conditions Workflow Periodically Check for Email Respond to Sametime Message Respond to Email Message Actively Monitor phone Actively Monitor Sametime Phone Rings False True Dispatcher Sametime Message Arrives False True Email Exists False True
  • 48. Workflow Automation Analysis Contract Inspection (Owned, Leased, and Contracted Aircraft, Helicopter) Quantify & Validate Demand Choose Vendors & Validate Contract Terms Negotiate Terms Record Contract Usage Instructions Pilot Certification Equipment Certification Flight Availability/Commitment Annual Contract Review Meets Forestry Requirements False True Contract Documents Dispatcher
  • 49. Workflow Automation Analysis Rental Agreement Inspection (Aircraft, Helicopter) Annual Rental Review Choose Vendors & Validate Rental Terms Negotiate Terms Record Rental Usage Instructions Pilot Certification Equipment Certification Flight/Float Availability Meets Forestry Requirements False True Contract Documents Dispatcher
  • 50. Workflow Automation Analysis Use & Payment Reporting Data Entry Use & Accounting Data is Collected and Validated Data is Entered into Excel Spreadsheets for Reporting and Analysis Use Information is Synthesized into Final Report Data is Entered into Aviation Business Management System for Payment Sent for Payment Dispatcher Use Report

Editor's Notes

  • #29: There is no Helicopter Incident Form