Operations Control Centers (OCC) Roadmap to 2014
Linda Pierce, Ph.D. (PDF)

Technical Operations Services manages and maintains the National Airspace System (NAS) infrastructure. Services are managed under a centralized management strategy through a Control Center concept. Currently there are three levels of Service Control Centers: the National Operations Control Center (NOCC), the Operations Control Centers (OCCs), and the Systems Operations Centers (SOCs).

The Control Centers:
  • Monitor the health of the NAS and take immediate action when abnormalities are detected.
  • Maintain situational awareness of the NAS within their area of responsibility.
  • Provide field personnel at the Service Support Centers (SSCs) with the information and support they need to maintain the NAS.
Currently there is 1 NOCC, 3 OCCs, and approximately 29 SOCs. The Control Center concept has been in effect since 2001 and reviews of concept implementation have identified areas needing improvement, especially in regards to organizational relationships and team performance. A major impediment to implementation of the OCC concept as envisioned has been the inability to conduct remote monitoring and maintenance, and the volume of phone calls needed to coordinate all maintenance requests.

The current research project will focus on the OCCs and will use a socio-technical approach to assess what is and is not working well within the OCCs. Based on the assessment and insights from the emerging literature on virtual, multi-team system performance, organizational interventions will be identified.