The document discusses designing crisis incident management systems centered around human operators. It addresses identifying the pressures of crisis environments, how those pressures shape system design, and how to assess new capabilities. Key concepts covered include the human psyche, memory, decision-making processes, interoperability, and applying human-centered design principles. Several case studies and exercises are described that have tested tools and information flows to support situational awareness and decision-making during crisis response operations. Lessons learned emphasize focusing assessment goals and allowing subject matter experts to draw on implicit knowledge.

1. Designed for DisasterHuman Centred Critical Incident Management Systems

2. Defining The Problem.....

3. Key Questions1. Identify the environment in which operational staff work during crisis in terms of the defining components of the environment and the pressures which operate in the environment.2. How does these forces shape the design of the environment?3. How do we assess the effectiveness of new capabilities added to the environment?

4. Nature of CIME EnvironmentsModern crisis response environments are complex, high workload environments.Key purpose of these environments is:Development and maintenance of individual and shared situation awareness;Decision making in support of crisis response.If a capability does not aid the incident controller to make a decision or respond – why is it there?Sometimes the best system is a notebook and pencil

5. Understanding the environment

6. An Alternative View – Pressures and Remedies

7. Focussing Idea – Civil / Military Large Scale Disaster ResponseTsunami responseHurricane Katrina9/11Timor, Solomons

8. Key Concepts - OODA Loop

9. Key Concepts – Human PsycheModel of Human Psyche (based on C.G. Jung)

10. Key Concepts – Human MemorySchiffrin Model of Human Memory Systems

11. Key Concepts- Human Centred DesignFocus is on human as an agent interacting with control systems.Most significant work has been done in the petroleum industry esp. the North Sea.Resulted in the development of ISO 11064 – Standard for Ergonomic Design of Control Centres

12. Human Centred Design Principles (ISO 11064)Application of a human-centred design approach.Integrate ergonomics in engineering practiceImprove design through iterationConduct situational analysisConduct task analysisDesign error tolerant systemsEnsure user participationForm an inter-disciplinary design teamDocument ergonomic design basis

13. Key Concepts –Human Centred Design

14. Key Concepts – Interoperability

15. Key Concepts - Knowledge Development

16. What Defines a Critical Incident Management Environment?

17. Shaping The Design – Expanding the Boundary of Human Consideration

18. Knowledge Wall

20. Tailorable User Interface

21. Fusion and Analysis

22. Police Communications Room

23. Police Communications Room

24. Police Communications Room

25. National Operations Facility –Next Generation Facility

26. National Operations FacilityNext Generation Facility

27. Mobile Command Posts

28. Assessing The Impact

29. Exercise Neptune’s TreasureConventional CT ExerciseHijacked Ferry ScenarioFocus on assessment of a tool to manage tactical level information flows.

30. Tactical Intelligence cell

31. Deployed Elements

32. Assessment MethodsAssessment Types:Subjective: The individual or group is asked to assess it’s own SA, either through a process of direct questioning or a written evaluation without suspending the activity;Implicit: Observable improvements in performance resulted from the improved SA;Explicit: Current activity is suspended and direct probing by the evaluator to assess the understanding and SA of the individual or group at that point in the scenario.Resulting in:Qualitative data “subjective measures”Quantitative data “numeric measures”

33. Individual and Team Performance MeasuresDerived from Smith-Jentsch et al 1998

34. Measuring Situational Awareness

35. Assessment examples If I have time....

36. Exercise Western ExplorerConsequence Management and Investigation ExerciseTool Assessment based on information flows between operational level organizations.First significant trial of ICT system involving supporting agency (WA Health EOC).

37. Incident Site

38. Police Forward Command Post

39. Police Operations Centre

40. Operation Golden Phoenix 2007

41. Key LessonsKeep required level of learning by subject matter experts to a minimum.Keep assessment goals focused.Frame questions to allow specialists to draw on implicit knowledge base to add value to the assessment.Assessment only takes place at the surface cognitive processes of the operators using the tool. Heavier use of out of exercise questioning could address this problem.

42. Current WorkHuman Interoperability EnterpriseOperation Golden Phoenix 2008Trident Warrior 2009Trust and Human Interoperability in HA/DRCivil / Military C2 Interoperability ExperimentsDeployed Environment in Support of HA/DR Operations.Improvement in Assessment Methods

43. Current WorkIntegration methodology for HCD in management of projects with significant human element.Resilience Networks for HA/DR response(http://dkms.ghinet.info)

44. HCD Process

46. Phase A and Phase B

47. Phase C, Phase D