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Start Building a Solid Infrastructure Before the New Year

| October 19, 2021 | By

Do you want Proactive Operations in place?

Then, you need a reliable infrastructure.

It’s a large part of what is required to employ the Proactive Operations methodology.

You can’t hit the level of performance needed without it.

You could have an effective strategy and the right technology.

But, you might miss the mark on your infrastructure.

You’ll still be shy of where you need to be.

That’s not good.


You need all three to be successful.

Now, you probably already know you need to address your infrastructure.

Your communication channels are probably disjointed, you deal with regular bottlenecks, and no one is ever on the same page.

It troubles you, and you’re tired of it.

A proactive leader knows to start the process before this year is over, and you’re already into 2022.

You’re ready for a solid foundation going into the New Year.

But, you don’t know where to start – do you?

That’s fine. We’re here to help.

Let’s get you geared up for 2022 by building the foundation you’ll need to achieve and maintain Proactive Operations.


How is your operations management software currently being utilized?

What’s your current structure?

Better yet, do you even have an infrastructure for efficient management, communication, and order?

At this point, if you don’t have something in place – anything – you’re not getting the crucial data you and your team need to improve your processes.

Logging in incidents is only one piece of the puzzle. 

Let’s polish your infrastructure so that you can achieve Proactive Operations.

Are you ready?

What a Solid Infrastructure Looks Like in 2022

Giving your staff the ability to communicate effectively is the goal of developing a solid foundation.

You’ll then understand why your infrastructure is so vital to the success of your operation.

Your new infrastructure will include personnel where an issue or incident could potentially affect you.

Here’s an example of an infrastructure you might use.

Front-Of-House: Operations Center

It’s where you will control the operation.

Your front-of-house representatives might include:

  1. Administration
  2. Police
  3. Fire Rescue
  4. Security Services
  5. Dispatcher

The front-of-house dispatcher must monitor a single radio channel for incoming communications.

This proven method reduces radio traffic, allowing for all representatives in the operations center to receive any calls-for-service and issue or incident details from a central source.

All personnel needs to have the ability to view and manage the platform within the operations center.

All incidents coming into your platform, and their associated details, should be viewable and manageable by all personnel, simultaneously.

Your staff can focus on their incidents while the central dispatcher can maintain focus on the overall operation.

Back-Of-House: Operations Center

The back-of-house operations center is set up in a separate location to mitigate confusion for personnel, enhancing effective communication.

With a similar setup, your back-of-house operations center will also include its central dispatcher who monitors a single radio channel for all back-of-house incoming communications.

The back-of-house representatives might include:

  1. Information Technology (IT)
  2. Engineering/Facility Maintenance
  3. Dispatcher

Having two operations centers gives you the ability to create issues and incident records for ‘Back-of-House’ personnel and ‘Front-of-House’ issues and incidents effortlessly into your operations management software.

Once you separate these dispatch channels, you remove all communication barriers that will affect your proactive operation.


The days of incidents that are dispatched and no status can finally be a thing of the past.

With your new infrastructure in place, you have the right communication lines open.

You’ve improved your process with instant communication, multiple users in various locations talking to each other, and personnel or department segmentation inclusive of the organization and purpose your operation’s needs.

Now, the status of your property’s incidents from “Dispatched,” “On Scene,” to “Closed” will be efficiently recording the details into your operations management software.

Your real-time data is the effect of real-time communication.

How does that sound?

Achieve Faster Response Times

You can measure and improve your response times with effort and the right process.

You're getting all the data you need because it’s being documented so you can accurately analyze it.

Easy enough, right?

For many operations, this is still a struggle. But it doesn’t have to be.

Scrutinize your operation and ask a few questions like the ones below to get the neurons firing.

  • How long does it take to receive an issue, incident, or call for service? From the time it takes your customers to identify an occurrence, send a text message via your text communication software, request assistance, or your staff to report an incident via an incident management app to your central dispatcher in the operations center.
  • How long does it take to dispatch the issue, incident, or call for service? For instance, a call for a heart attack comes in. It’s determined an ambulance will be needed; therefore, the dispatcher must notify your medical team and call 911.
  • How long does it take to get on-scene to the issue, incident, or call for service? From the moment the situation is dispatched to all personnel, you can now efficiently determine the length of time each associated staff member takes to arrive on-scene from their current locations.

You can seamlessly analyze and create a benchmark for what adequate response time is.

Your team can apply what you’ve learned from all the data you’ve captured to make your operation even stronger than before.


Not every operation is the same. We also know we can’t address every type of operation in one article. But, we do believe this article will set you on the right track for 2022.

Use this information to start building a robust infrastructure so that 2022 is the year you achieve Proactive Operations. Make this your New Year’s resolution. How does that sound?

Editor's note: This post was originally published in December 2007 and has been updated for comprehensiveness and freshness.

Learn how to build your incident management infrastructure

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