How to Optimize Workflow in Modern Control Rooms

In today’s high-stakes environments—whether in emergency response centres, PSAPs, or security operations—the control room is the nerve centre of decision-making. As the complexity of operations increases, so does the need for a space that supports speed, accuracy, and seamless coordination. At Sustema, we’ve helped organizations across North America design control rooms that not only meet operational demands but also empower operators to perform at their best. Here’s how to optimize workflow in a modern control room, based on proven strategies and real-world experience.

Understand the Operational Flow

Before any design decisions are made, it’s essential to understand how your team works. We begin every project by conducting a comprehensive workflow audit—mapping out daily routines, emergency protocols, and shift transitions. This includes interviewing dispatchers, supervisors, and IT staff to uncover hidden inefficiencies. For example, in a recent PSAP upgrade, we discovered that operators were walking across the room to access shared resources multiple times per shift. By repositioning equipment and reconfiguring zones, we reduced unnecessary movement and improved response times. Understanding the operational flow ensures that the space is built around the people who use it—not the other way around.

Design with Workflow in Mind

Layout is more than aesthetics—it’s a strategic tool. We design control rooms with functional zoning, placing dispatchers, analysts, and supervisors in proximity to the resources and collaborators they need most. Modular furniture systems allow for flexibility as teams grow or shift roles. In one transportation control centre, we implemented mobile storage and reconfigurable consoles that allowed operators to adapt their stations based on the nature of the incident. This not only improved collaboration but also reduced clutter and confusion. A well-designed layout supports visibility, proximity, and flow—key ingredients for operational success.

Leverage Technology for Automation and Clarity

Technology should simplify, not complicate. We integrate dispatch software like ConsoleAlert, video walls, and occupancy sensors directly into the furniture and room layout to ensure seamless transitions between digital tools and physical space. In a recent 911 emergency communications center, we automated status boards and incident tracking with our ConsoleAlert solution, eliminating the need for manual updates and reducing human error. Shared displays positioned strategically throughout the room allow all operators to stay informed in real time, like they do in trading floors. These integrations improve situational awareness and allow teams to respond faster and more confidently.

Improve Communication Channels

Clear communication is critical in mission-critical environments. We design control rooms with open sightlines and acoustic treatments that reduce noise and prevent miscommunication. In one emergency response centre, supervisor consoles were positioned to allow oversight without micromanagement, fostering trust and autonomy. These design choices create a space where information flows freely and accurately—especially during high-stress events.

Prioritize Ergonomics to Reduce Operator Fatigue

Operators often work long shifts under intense pressure. That’s why we prioritize ergonomics in every control room we build. Sit-stand desks, adjustable monitor arms, and personal environmental systems help operators stay comfortable and focused. In a recent utility control room, we introduced ambient lighting and worksurfaces with urethane edging to reduce eye strain and physical fatigue. These features not only improve health and safety but also enhance performance and reduce errors. A calm, controlled environment supports better decision-making and operator well-being.

Train for Workflow Efficiency

Training is a critical yet often overlooked component of control room workflow optimization. Once the physical space and technology are in place, teams must be equipped to use them effectively. It is recommended that organizations implement ongoing training programmes that include simulations, drills, and hands-on sessions with new systems and layouts. These exercises help operators build muscle memory, reinforce protocols, and adapt to changes in their environment with confidence.

Additionally, creating a structured feedback loop—where operators can report friction points or suggest improvements—can lead to meaningful refinements in both layout and procedures. This not only empowers staff but also fosters a culture of continuous improvement. For 911 centres and other mission-critical environments, such training ensures that the control room functions as a cohesive, responsive unit, even under pressure. When operators are well-trained and engaged, the result is fewer errors, faster response times, and a more resilient operation.

Measure and Iterate

Workflow optimization is not a one-time event—it’s an ongoing process. It is recommended to establish KPIs such as response time, error rates, and handoff efficiency to monitor performance. For example, implementing quarterly reviews with human factors specialists to assess layout effectiveness and technology integration is helpful. These reviews lead to targeted upgrades that improve coordination and reduce downtime. By measuring and iterating, organizations can ensure their control room evolves with their operational needs.

Ready to design a control room that works as hard as your team does? 

Optimizing workflow in a control room is about more than furniture—it’s about creating an environment where operators can thrive. From layout and technology to training and ergonomics, every element should support clarity, speed, and resilience. At Sustema, we bring decades of experience across industries to help you build a control room that meets today’s demands and tomorrow’s challenges.

Contact our specialists to start planning a space that enhances performance, reduces fatigue, and supports mission-critical operations.