Upgrading a Small Operational Communications Center

About the Project:

Our client required a complete redesign of their Operational Communications Center (OCC). Their primary goals were to improve dispatcher efficiency, optimize space, and ensure ergonomic comfort for operators working long hours in high-stress environments.

The Challenge:

The centre needed to accommodate three dispatch consoles within a limited footprint. Each station had to support:

• Monitor Configuration: Each station required 8 monitors — one 32" curved center monitor flanked by multiple 24" screens.

• CPU & Accessories: Each station needed 3 CPUs, 2 keyboards, a desk phone, and a headset box.

• Wall System: Required for separation, without plexiglass.

• Power & Data: Route and manage cables supplied from the wall.

• Monitor Arm Adjustability: Articulated arms (Novus FA II and FA III) for flexible viewing angles.

• No Task Lighting or Personal Environmental Systems (PES).

• No personal storage required: this resulted in extra leg-room for operators.

The solution had to be durable, ergonomic, and easy to maintain—without disrupting daily operations.

The Solution:

Our client chose our FOCUS console, a trusted solution for mission-critical environments like 911 dispatch centres. Its compact design and modular features made it ideal for the space constraints of the centre.

The FOCUS system is made up of two vertical posts, steel supports, and can feature aluminum slat walls which can support LCD monitors and accessories on each side of the structure. But our client opted for the LITE version of the wall system, which is more compact but still offers instant access to power outlets with the cut-outs in the panels.

The FOCUS wall system also permits the anchoring of all of the system’s composites – table supports, system legs, angle junctions, and separation panels. And, it creates a seamless surface when two or more consoles are placed next to each other, which is how our client required their control room to be arranged. The power and data channels can run from one console to the other allowing cables to be routed through the consoles and staying protected inside the steel structure. This way power and data cables are kept in separate electrical raceways, ensuring cables of different voltage don’t cause electromagnetic interference with one another.

The cockpit configuration of the consoles meant that they could be installed in the corners of the room to create a closed-pod layout. Giving each operator their own space, while still allowing for easy communication.

The worksurface supports the weight of the monitors, which are mounted on aluminum columns, featuring a drill thru desk mount. All monitors are themselves equipped with articulated monitor arms. Two arms on the sides and one larger monitor arm on the central column, meant to carry the large 32” curved monitor.

To play of the cable management capabilities of the FOCUS wall system, the high-pressure laminate worksurface is equipped with a retractable monument system with data and power outlets. It is placed at the center of the primary work area, between grommet holes that allow cables to travel to the steel substructure and connect to one of the power bars underneath.

To counter the muscle strain and fatigue resulting from working long hours in a control room, the worksurfaces are equipped with urethane edging, to create a smooth surface for operators to rest and glide their arms while they work.

Another feature that promotes movement and wellbeing, are the height adjustable capabilities. Thanks to the high-powered actuators underneath the worksurface, operators can adjust the control console to their preferred height. And, they can even work standing if they prefer so. These changes are easily controlled with they keypad installed on the right end of the worksurface.

To keep the IT equipment secure and easily accesible, the consoles feature steel CPU enclosures on both ends, lockable and equipped with sliding trays. For storage of files and personal affects, our client required storage cabinets that matched the worksurfaces’ aesthetics and could be used to place printers and other offices supplies, as well as function as extra worksurface space when needed.

The Result:

The redesigned Operational Communications Center now operates with a fully integrated and ergonomic dispatch environment that directly addresses the client’s initial challenges.

Each of the three dispatcher stations is equipped with a FOCUS console configured in a cockpit layout, allowing operators to work in a semi-enclosed pod that promotes focus while maintaining proximity for team communication. The consoles are connected via the FOCUS wall system, which not only anchors the structural components but also enables seamless cable routing between stations. This ensures clean power and data separation, eliminating electromagnetic interference and simplifying maintenance.

The articulated monitor arms (Novus FA II and FA III) provide flexible viewing angles for the 8-monitor setup at each station, including the central 32” curved display. These arms, mounted on aluminium columns with drill-through desk mounts, free up valuable desk space and reduce neck and eye strain.

Operators benefit from height-adjustable worksurfaces, powered by high-capacity actuators and controlled via integrated keypads. This feature supports both seated and standing work positions, promoting movement and reducing fatigue during long shifts. The urethane edging on the worksurfaces adds comfort and reduces muscle strain, enhancing the overall ergonomic experience.

The cable management system, including grommet holes, retractable monuments, and under-desk power bars, keeps the workspace tidy and safe. The steel CPU enclosures with sliding trays provide secure and accessible housing for IT equipment, while custom storage cabinets match the console aesthetics and offer additional surface area for printers and supplies.

By combining modularity, ergonomic design, and robust cable management, Sustema delivered a solution that not only met but exceeded the client’s expectations. The new OCC layout is efficient, comfortable, and future-ready, ensuring that dispatchers can perform their critical roles with confidence and ease.

Are you renovating a control room? Contact us to get started.

This OCC is just one example of how our specialized control room furniture solutions help public safety agencies create efficient, ergonomic, and future-proof workspaces. If you're planning a new dispatch centre or upgrading an existing one, our team can guide you from concept to completion. Contact us to explore more case studies, discover design tips tailored for 911 supervisors, and learn how to get started on your own project with confidence. Let’s build your next control room.