Do you have a passive monitoring CCTV room or a control room for a proactive, communicative and task driven operation? asks Colm Moran, Operational Strategy Lead at the platform RiskTech.
A control room can act as the nerve centre for an organisation, integrating processes, data, and teams to drive efficiency and resilience. At RiskTech we have developed the tools to deliver on the latter and enabled our client’s operations to elevate to a world class level. Real time command and communications backed by data can give you the edge when it comes to operational performance.
Why it’s so important
Many organisations don’t have full oversight of their operations. This creates blind spots that lead to inefficiencies and missed opportunities. A proper proactive control room bridges these gaps by offering a centralised hub where all operational workflows converge. For example, in one recent case, I discovered that staff at a retail store were shocked to discover that employees didn’t even know cleaners were on-site – they had been cleaning up themselves. This operational disconnect could have been avoided with better communication and centralised oversight through a control room monitoring, communicating and advising on operational issues.
A true control room doesn’t just monitor – it enables proactive management by standardising processes, improving communication, and delivering actionable insights. In developing the control room, you develop your team through training, responsibilities and decision making.
Enabling appropriate escalation policies, in real time using Over-C by RiskTech, allows your team to reach their potential while managing risk in a coherent, effective and efficient manner thus protecting your staff, customers and assets.
Steps
1. Redefine the room’s purpose
What to Do: Start by asking fundamental questions: What is the room currently used for? Who interacts with it? What processes rely on it?
Why It Matters: Many organisations treat their CCTV rooms as security-only spaces. By redefining them as multi-functional hubs for interdepartmental communication such as cleaning, maintenance, and security, you create a space where teams collaborate rather than operate in silos.
2. Standardise processes across departments
What to Do: Use digital tools like Over-C to replace paper-based workflows with standardised forms that guide staff through incidents step-by-step.
Example: In the case of biohazards like a child being sick in a ball pit, having preloaded Standard Operating Procedures (SOPs) ensures staff can react quickly and consistently without guesswork. This is an exceptional example (not your normal everyday) however day to day operations standardised across an organisation to a level where everyone understands their roles and responsibilities clearly is very powerful. Efficient, effective and economical while empowering the staff.
Why: Standardised processes reduce downtime and ensure compliance with safety regulations.
3. Train teams to think strategically
What to Do: Conduct workshops/meetings/talks that encourage staff to think beyond their immediate tasks and understand how their roles contribute to broader operational goals.
Example: At one large retail destination in the UK, we introduced interdepartmental meetings where analytics from the control room were shared across teams. This created collaboration and accountability, replacing a culture of finger-pointing with teamwork.
Why: Empowering staff with strategic thinking improves problem-solving and operational resilience. Using Over-C helped reduce staff turnover because it helps connect staff and helps them communicate to reduce issues.
4. Integrate technology for proactive management
What to Do: Leverage tools like AI-powered analytics to identify patterns in incidents (e.g., slip-and-fall hotspots) and predict risks before they occur.
Example: A 42-acre mixed-use retail and residential site in the UK reduced their insurance premiums by 35% after adopting our platform. The AI system provided verifiable independent data on risk mitigation and proactive risk management, giving insurers confidence in the client’s risk profile and safety culture.
Why It Matters: Proactive management minimises risks and enhances safety for both staff and customers. The insights that become available from the digital platform and data collection makes what seemed like difficult gut-based decisions much easier. You are taking the guess work out of the decision making and backing it with data-based facts. This leads to proactive and progressive management of the asset.
5. Create collaboration through data sharing
What to Do: Use shared dashboards to provide real-time insights into operations across departments. Schedule regular meetings where teams review data together and propose improvements collaboratively.
Example: At a large shopping centre, introducing a Forum for communication on all aspects of the system transformed how departments communicated and collaborated, leading to faster resolutions to issues and better outcomes for everyone involved.
Why It Matters: Collaboration ensures that all teams are aligned and working toward common goals, improving overall efficiency. It encourages accountability and develops shared goals.
The benefits
When your control room functions as more than just a CCTV hub, it becomes a driver of operational excellence:
• Collaborative task monitoring between control room and users ensures levels of completion and task awareness.
• Real time data sharing between control room and users on the ground ensures enhanced communications, decision making and performance.
• Complete picture of operational performance developed on one single system.
• Improved response times: standardised processes ensure faster reactions to emergencies like biohazards or public order issues.
• Enhanced collaboration: Breaking down silos fosters teamwork across departments like cleaning, security, and facilities management.
• Management have access to all data anywhere and at any time to enable them to interact with staff in an informed fashion.
• Data-Driven Decision-Making: Real-time analytics empower managers to identify trends, optimise workflows, and reduce risks proactively.
Stories from the field
‘The Ball Pit Incident’
At a leading leisure operator, an incident involving a sick child in a ball pit resulted in them having to shut down the venue whilst the staff dealt with the issues. This for us highlighted the importance of standardised processes for handling biohazards. By implementing digital SOPs accessible through Over-C’s dashboard, staff minimised downtime while ensuring compliance with hygiene standards.
Shopping Centre Culture Shift
One shopping centre was initially plagued by silos – 10 departments operating independently without communication or collaboration. Over the course of a year, RiskTech introduced interdepartmental forums that transformed the culture into one of accountability and teamwork.
Operational Audit
All operations that go through the change process from paper to digital operations go through a transformational process that brings them through an operational audit which helps them examine exactly how they operate. The detail with which they examine their operation gives them a strong foundation from which they can grow and develop in a digital way which unlocks huge untapped potential.
Emergency scenarios
At one of our clients’ operations there was an emergency situation out of hours. The users uploaded video, photos and data to the system so that managers who were offsite could stay on top of the situation. The managers were able to coordinate with the control room and deploy assets to deal with the evolving scenario.
Conclusion: Why this matters
In today’s fast-paced operational landscape, businesses cannot afford inefficiencies caused by fragmented systems or outdated workflows. Transforming your CCTV room into a true control centre is not just about improving security—it’s about creating value across your entire organisation. By re-defining its purpose, standardising processes, leveraging technology, and fostering collaboration, you can turn your control room into the heartbeat of your operations—driving efficiency, safety, and strategic decision-making.
