A command and control centre (CCC), by definition, centralises the monitoring, control and command of an organisation’s overall operations. It is most often associated with crisis or disaster management in the context of a city or state government body, police or even military agencies. It is also used by universities, transportation departments, utility companies, and any other organisations that need to manage distributed operations. Command centres have been a critical element for successful management of operations and/ or security management, and have been transforming with the advancements in the technological space. With the introduction of rapidly evolving new technologies, new organisational challenges and threats, command centre design and construction have become more complex and challenging than ever before. Today, CCCs need to be modular and should be equipped with correlation rules, process flows, rich algorithms, analytics, reporting, a geospatial platform, an Internet of things (IoT) platform, and other open platform systems. Since each organisation has its own specific needs and purposes for establishing such infrastructure, the command centre should be highly configurable, scalable and operator friendly. In the case of a city governance or safety body, a social media platform can cover voice, text, video, and mobile apps for citizens to interface with the CCC and thus take it to an entirely new level and provide better and efficient services to citizens. Challenges faced by organisations in the planning and operations of CCCs Perception of command centres today A CCC is a centre for information collection, analysis, decision making and management. Its primary purpose is to gather and process all the information required to plan and respond – quickly and effectively – to potential emergency incidents. The fig. 1 next page depicts the building blocks of a command and control solution, which primarily comprises field sensors as data collection points, database systems as information repositories, and communication systems as means for information dissemination, along with the key modules that empower information analysis and presentation of outcomes in a command centre application. The following are a few examples of factors driving the need for CCCs: Increasing technology dependence leading to the need for an integrated and efficient control and management platform. Efficient data handling needs for big data, data mining, analytics, IoT etc. Integrated view to address social, residential, commercial and national security needs. Need for reliable, flexible, sustainable, real-time and scalable systems to provide an integrated view of all sensors compatible with proprietary networks and legacy systems. Need for a collaborative work environment across teams working in silos at different locations. Disparate systems impacting operational efficiencies of businesses and driving up costs. Structured methodology for incident handling ensuring effective decision making and response. Transition from manual processes to system-defined automated or hybrid process. Evolution of command centres The concept of a command centre can be traced back to the 19th century and has continued to evolve since then. In conjunction with technological advancements, a new variety of threats have also arisen. However, each incident has fuelled innovations in counter response, resulting in further advancements in technologies. The fig. 2 next page represents the advancements in terms of threats and counter-response systems over the last three centuries. Establishment of a command centre Often, command centres are conceptualised at later stages of establishing the technology components and infrastructure, and in most of these cases, they end up as inadequate or unsuitable control rooms which are not able to achieve the organisational goals. The first and foremost step is to ensure that the functional goals and measurable key performance indicators are clearly defined at the pre-design stage itself. The selection of the right technologies and service level agreement (SLA) requirements is essential as it directly impacts the end results and the budget required for setting up such infrastructure. Once the functional requirements are documented, the requirements in terms of equipment specifications and other IT and non-IT requirements can be finalised. One of the key parameter for efficient operations of a command centre is defining an incident and its severity. This primarily helps in identification of associated stakeholders, operational process, sensors and systems for finalising the steps to be followed as part of the standard operating procedures (SOPs). Many a times we primarily emphasize upon the digital part only while forgetting about the importance of physical infrastructure design in the operations of a command centre. Being a monitoring and command centre which operates 24×7 for all 365 days of a year, the physical infrastructure for such a facility should be designed post considering the vital parameters such as ergonomics, seating layout in order of operational needs for better collaboration, secure and resilient operations. Once we are clear with the functional requirements and the physical infrastructural design, the next step shall be building capacities within the organisation for operating under such technologically advanced systems in line with the defined goals and KPIs for operations. A regular performance assessment and feedback process ensure that there is a continuous improvement in operating efficiency of the command centre by addressing the feedback for optimisation in relation to the people, process or systems. The last but not the least step is to devise a framework with periodic reporting of welldefined SLAs for measuring the KPIs through performance evaluation. Key challenges in today’s CCCs Presence of manual integrations A key indicator of a wrongly designed command centre is when manual integration of multiple information feeds is done by analysts to provide the operators the tools they need. This can lead to an inefficient utilisation of resources and time. Taking steps to train and improve the efficiency of operators, to derive information efficiently from the feeds puts them in a position to respond to events in a timelier manner, and potentially adds additional value to the organisation. Inconsistent information In many cases, there is a gap between the exchange of information between command centre operators and field personnel. This results in the loss of ‘crucial’ time and a loosely prepared response. Information overload Many command centres get information from various sources, but…