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“Man or a Gorilla?” Performance Issues with CCTV Technology In Security Control Rooms

University College London Human Centered Systems Hina Keval. “Man or a Gorilla?” Performance Issues with CCTV Technology In Security Control Rooms. iea 2006 Maastricht, The Netherlands: 10-14 th July. Overview of Talk. Introduce: HCI/Ergonomics in context of CCTV control rooms

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“Man or a Gorilla?” Performance Issues with CCTV Technology In Security Control Rooms

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  1. University College London Human Centered Systems Hina Keval “Man or a Gorilla?” Performance Issues with CCTV Technology In Security Control Rooms iea 2006 Maastricht, The Netherlands: 10-14th July.

  2. Overview of Talk • Introduce: HCI/Ergonomics in context of CCTV control rooms • Describe: Research problems with digital CCTV and control room operations • Discuss: Pitfalls with previous control room Research • Research findings from field work at 5 CCTV control rooms • Future work • Q & A

  3. Research Arena: CCTV & HCI/Ergonomics • CCTV first used in London Underground 1961 • Estimated excess of 14 million cameras in UK today • Several changes in security have occurred: • Crime rates gone up • Terrorist attacks • Perceived fear of crime risen • Advances in CCTV technology • Usage scenarios changing • Increased funding

  4. Research Questions: CCTV Control Rooms • More applications are being integrated into existing systems • No assessment on operator task performance within CCTV control rooms • How are operators coping with information demands in busy control rooms? • Are control rooms physically designed to support cognitive tasks?

  5. Previous Research: CCTV Control Rooms • Several ethnographic studies have studied workplace interactions • Air traffic control centres (1) • Ambulance control rooms (2) • Transport control rooms (3) • Findings descriptive not prescriptive • Very little analysis on HCI issues & design changes for • tasks & technology set-up. • Home Office evaluations (4 & 5) • Use of technology in control rooms not examined • CCTV technology changing at the time of the study

  6. Previous Research: Cont… • Some design issues given • Ergonomics practice & HCI barriers to task performance ignored • Purchasing expensive equipment • Radically re-designing control room environment processes • Luff and Heath (1992) London Underground Control Room Study (3)

  7. CCTV Control Room Research GOALS… • Understand the organisational & general practices of CCTV control rooms within large cities. • Identify types of technology used by operators & how they were used. • Identify limitations concerning tasks and system design.

  8. Control Rooms Visited

  9. Operator Tasks Identified • REACTIVE TASKS - Responding (2) PROACTIVE TASKS - Monitoring (3) ADMINISTRATION TASKS • Tape labelling and preparing copies for police • Creating incident reports

  10. Problems Identified • CAN’T SEE “You don’t get us watching TV anymore” (2) TOO MUCH INFO “They just keep adding cameras.” “I can hardly concentrate in hear, it’s so noisy” (3) WORK ORGANISATION ISSUES “We’re too busy for lunch breaks”

  11. Search for Camera/Street Location 2 1 11 1 3 12 5 7 6 4 9 10 8 13 (4) Ineffective Search & Select Task • Majority of operators don’t live in surv. area • All control rooms visited – no maps linked to cams • Staff drew their own maps for newcomers • Need to memorise camera locations, numbers/screens • Paper maps can go astray and need updating 2. Map of Area i.e Camden with Cameras No. 1. CamerasDatabase

  12. Camera Number 10 – Gower Street

  13. 8 Different pieces of equipment!! (5) Bad Ergonomics • Operator complained that old equipment left lying about. • Work area cluttered • Controls to equipment were poorly located, preventing operator in using camera controls properly

  14. Field Work Conclusions • Technology changing – need for assessment • Lack of system and tool integration in CCTV control rooms • Design should focus on operator tasks not just technology • Workspace layout & expansion should consider impact on operator comfort, performance and health & safety.

  15. Future Work • 7 further ethnographic field studies carried out in control rooms in and out of London • Police control rooms also studied • Recommendations validated via reports to : • Metropolitan Police at Heathrow Command & Control Airport • 1 London Borough Control Room (South London) Findings will be used to form usability framework for CCTV control rooms – where ergonomics and HCI factors are central to framework

  16. References

  17. Q & A… Thank you for your attention. Any questions ?

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