ICCRA Congress 2023 - 5th to 7th December 2023 - Le Louise Hotel, Brussels, Belgium

All delegates must register on arrival.

ICCRA Opening Remarks

The rise of the control room industry is primarily driven by digitalisation with the advancements in technology acting as both a catalyst and a solution to the challenges. The management of multiple data sources and applications is becoming more complex, yet essential. As a result, these trends hugely impact the current control room operation and performance; making the job of an operator significantly challenging. Our mission is to help the operator not to merely survive, but to strive.

In this keynote, Charlene will discuss:

• How we can leverage market changes in the control room and what the impact is on the operator? 

• Do we really know the major problems operators experience in the control room? And how will these evolve in the near future?

• What are key investments control room professionals want to make to build a future ready control room?

An update on global control room trends and overview of ICCRA's Global Control Rooms Survey.

The Public Safety Answering Points should face societal and technical changes. At the same time, they need to ensure the reliability, the continuity of the service and the full fulfilment of the legislative requirements. This results in a balance between embracing new technologies and being conservative. In this speech, the trends in emergency control rooms will be explained from an operational and technical point of view.

Morning Break 

This presentation will discuss use cases where control room technology has achieved operational efficiencies and streamlined multiple operations in the Transportation sector, including the design, build and delivery of the Airport Operations Control Centre upgrade at Heathrow Airport.

The rapid pace of technological advancement, including innovations like Microsoft Teams and AI, necessitates a robust strategy for ensuring the long-term viability of control room designs and their operations. Embracing a dynamic and modular approach to the development of both Microsoft Teams and AI technologies facilitates this goal. A new approach to designing control rooms must also take into consideration new IT requirements around security while not forgetting the most important part in a control room – the operator.

Hear leading analysts and industry experts debate  where control rooms go next in terms of data and AI.

Lunch

It’s said that the only certainty is change, and that is no different for control rooms. With advancements in technology, requirements for higher quality visuals, and the need to monitor an ever-expanding landscape of data and information – how do you maintain a responsive, adaptable, environment for the operator today, that’s ready to meet the challenges of tomorrow?

Chaos in the control room? Not if Schiphol and INTER have anything to say about it! Mitchell and Kars will discuss the challenges surrounding data in control rooms, including operations, technology, environment and ergonomics, and human performance.

From the end user and system integrator perspectives, the speakers will outline the ideal world. Mitchell will focus in on Total Airport Management, an innovative system used to manage and steer the airport optimally.

Are you curious about how Schiphol manages to maintain control in an environment where chaos is lurking? Do you want to know what challenges still need to be overcome and what successes have already been achieved? Come to this inspiring presentation and discover how data can contribute to the success of one of Europe's busiest airports. 

Afternoon Break

This presentation dives into the potential of machine learning for control room management in real-time. We focus on the railway control rooms of Infrabel, Belgian's railway infrastructure company, which contains a highly digitized environment with a wide variety of data on railway traffic and operator actions. We leverage this data to analyze train delays, operator workload and the usage of the automation. Moreover, we go one step further and create predictive machine learning models for these important factors. We show that these factors can be predicted and we open the black box on the most dominant variables for predicting these factors in the studied setting. In addition, we couple the results back to the real-world setting by utilizing expert feedback to interpret the results. The developed models are implemented in real-time as a proof of concept for control room managers. With these initiatives, we aim to open a dialogue for tailored analytics in a highly digitized environment going beyond productivity by positioning the human operator at the center. Feel free to join the discussion in the conversion of data into value for real-time management of key metrics and processes. 

In today's competitive business landscape, delivering exceptional customer support is vital to retaining customers and maintaining a strong brand reputation. With the growing complexity of customer inquiries and an increasing emphasis on first contact resolution, investing in innovative and effective training solutions is more important than ever.

That's where HiSklls comes in. Our state-of-the-art, cloud-based conversational simulator provides a cutting-edge solution to enhance your support center's performance while reducing training costs and boosting customer satisfaction.

ICCRA Closing Remarks

Join us for drinks, canapes, and great conversation.