Unified Ops Control Center (OCC)
Background
The Operations Control Center Hub (OCC Hub) was built for one of the largest public transit system control centers in North America. The Control Center’s shift turnover process lacked a shared source of data intelligence, so information wasn’t reaching the right people across shifts and departments. Data lived in disconnected legacy systems and paper forms, leaving decision-makers without real-time visibility and operators without the information they needed to complete routine responsibilities efficiently.
The OCC Hub gives each stakeholder group exactly what they need to do their job: operational staff get a single system for the real-time information needed for their shift, department leads get the tools they need to monitor and lead their teams, room commanders get the visibility needed to direct operations and communicate across the Control Center, and business decision-makers get data intelligence and analytics to guide critical decisions.
The OCC hub allows operational staff to:
- Track residual service impacts, infrastructure anomalies, temporary orders, and IT tickets
- Reduce human errors through accountable, standardized shift turnovers
- Centralize and digitize checklists and forms for steady-state activities
- Support a unified operating picture through room briefings, real-time displays, and information flow across the room
- Track and monitor key data, trends, and analytics captured in the application
By consolidating rail activity inputs, turnover materials, and paper forms into one unified digital platform, controllers can relay a comprehensive, data-driven status to the next controller, strengthening safety and efficiency across the Metrorail system.
Our Role
The Control Center engaged Ignyte Group to replace its outdated electronic turnover system and automate paper forms and verbal processes with a new ServiceNow-based application — a single, cost-effective platform that strengthens the Control Center’s common operating picture.
Ignyte Group partnered with operational staff, management, and key stakeholders across the Authority to assess current operations, pinpoint process gaps, and define clear requirements. From there, the team identified high-impact opportunities for workflow automation, built and deployed the solution, delivered complete system documentation, and led hands-on training to drive adoption among frontline staff.
Ignyte Group’s consultants and developers built genuine relationships with controllers and managers — including in-person overnight sessions — to learn every detail of the 24/7/365 control center and design the strongest possible operations management platform for the Authority.
Ignyte Group partnered with the OCC throughout development, ensuring the OCC Hub worked reliably, gained end-user adoption, integrated with existing IT systems, and delivered lasting value for both frontline staff and leadership.
Measurable Outcomes & Impact
The following are the key accomplishments and impact of our team’s solution and delivery:
- A single collaborative platform gives the entire Control Center access to the same real-time information.
- Unified data sharing extends key system information down the chain of command and across departments, giving leaders the tools to communicate operational and incident information with the room.
- Results: a 98% successful turnover rate, a 300%+ increase in electronically recorded items, and stronger collaboration on operations logs and forms.
- Turnover process now delivers full transparency and leadership oversight.
- Every shift turnover is digitally recorded and certified, creating an auditable trail.
- Controllers get instant access to the information needed for an effective turnover, and can flag room leaders when more information is needed.
- Provides a single automated solution for quickly completing and sharing key checklists and forms.
- Collaborative forms have reduced phone calls and improved internal control center communication.
- 40+ paper forms, PDFs, and outdated electronic forms permanently retired.
- Customized reports and data analytics dashboards turn raw data into actionable insight.
- On-demand reports quickly pull and review any form or incident.
- Data is instantly analyzed to sharpen training.
