Command centre

Continuous Visibility, Coordination and Escalation

Buildings do not fail during office hours as a courtesy. Continuous coverage means someone accountable is watching, and the response path is defined before it is needed.

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The business problem

After-hours response depends on who answers

Outside working hours, an alarm reaches an on-call phone. If it is answered, the responder has no system access, no asset history and no documented procedure — so the decision is made from memory. Nothing is recorded until the next working day, by which time detail has been lost.

After-hours response dependent on a single phoneResponder without system access or asset contextNo documented procedure applied consistentlyEvents recorded retrospectively, if at all

The IntelliGrid approach

A staffed centre operating in the platform

The command centre monitors alarms, IoT telemetry and the service queue continuously, triaging by severity and criticality, dispatching against the active roster, escalating on defined trees and communicating with tenants — all recorded in the platform as it happens.

Continuous monitoring of alarms, telemetry and the queueTriage by severity and asset criticalityDispatch against the live roster and on-call rotationDefined escalation trees with recorded notification

Command centre architecture

Inputs

BMS and CCMS alarms · IoT telemetry · contact centre requests · security events · patrol reports

Command Centre

Continuous monitoring, verification, triage and ownership

Response

Dispatch against roster · on-call escalation · emergency procedures · tenant communication

Reporting

Shift handover, incident records and management reporting

Capabilities

Command centre capabilities

Monitoring

Continuous watch across connected systems and sites.

Alerts

Triage by severity, criticality and service impact.

Emergency handling

Priority-one procedures with immediate escalation.

Service queue

Requests from every channel managed in one place.

Dispatch

Assignment against the active roster and on-call rotation.

Escalation

Defined trees with notification recorded at each tier.

Status communication

Tenant and client updates issued from the incident record.

Management reporting

Shift handover, incident and performance reporting.

Workflow

Continuous operations

Monitor Verify Triage Dispatch Escalate Communicate Report

Business benefits

Accountable coverage at every hour, not an on-call phone Consistent triage independent of who is on shift Escalation recorded at each tier for review Tenants informed during incidents rather than afterwards Complete incident records available the next morning