Article Summary
Learn the key steps to building a successful command center. Whether you have an RTCC/RTIC, SOC, NOC, EOC, or even a JOC, in the Haivision webinar, we help you go through a checklist of steps to build an operation center. This list covers:
- Workflow planning
- Stakeholder collaboration
- Video wall technology
- Scalability and future-proofing
- AI and operational efficiency
Building a successful command center requires much more than installing displays and connecting video feeds. From planning workflows and coordinating stakeholders to selecting the right video wall technology and preparing for future growth, every decision impacts how effectively teams can respond during real-world operations.
“There’s a misconception in the market where you can just throw some screens up on the wall and suddenly you have a command center,” said Rowan Trouncer, Product Marketing Manager at Haivision, during the webinar discussion. “Successful operation centers require thoughtful planning around workflows, operations, and long-term scalability.”
In Haivision’s webinar, How to Build a Command Center, experts from Haivision and Constant Technologies shared practical guidance and operational insights based on real-world experience designing and managing command centers, RTCCs/RTICs, emergency operations centers, and other mission-critical environments.
The discussion covered everything from planning and workflow design to video wall technology, AI, operational challenges, and future-proofing command centers.
Below is a practical checklist based directly on the key recommendations and recurring themes discussed throughout the webinar.
1. Define Your Mission First
Before selecting technology or designing the room, define the problem you’re trying to solve.
During the webinar, the speakers emphasized the importance of identifying your “why” and using that as the foundation for every decision moving forward. The ‘why’ will help you define your mission.
“Organizations need to identify their ‘true north’ and ultimately define the problem they’re trying to solve for their community,” said Dustin Bilthouse, Director of Partner Alliances at Haivision, emphasizing the importance of establishing clear operational goals early in the command center planning process.
That mission could include:
- Improving response times
- Supporting investigations
- Addressing staffing shortages
- Coordinating emergency response
- Increasing situational awareness
- Managing growing volumes of video and data
Every organization is different, and every community has unique operational requirements.
2. Bring Stakeholders to the Table Early
Successful command center projects require collaboration across multiple departments and teams.
This includes:
- IT teams
- Operations personnel
- End users
- Leadership teams
- Community stakeholders
Bringing stakeholders in early helps avoid costly redesigns later and ensures the center supports real operational requirements from day one. It also helps create stronger buy-in across the organization.
Another recommendation discussed during the webinar session was involving IT teams early by bringing them to conferences and technology demonstrations to help them better understand the project’s goals and available solutions.
3. Design Around Workflows, Not Technology
Command centers should be designed around the needs of the operators during incidents and regular operations rather than individual technologies.
Organizations often focus too quickly on displays and equipment instead of understanding how operators will actually use the space day to day.
“Designing your command center and structuring your team around operational needs is the cornerstone of effective workflow development, not technology alone,” stated Lt. Sean Riley, Assistant Director of Public Safety at Constant Technologies, underscoring the critical importance of aligning command center design with organizational objectives and fostering cross-functional collaboration.
- Important workflow considerations include:
- How operators communicate during incidents
- How many people need to see the information
- Which information must always remain visible
- How layouts change during emergencies
- How analysts share information with decision makers
- How information flows between departments
As Lt. Sean Riley further explained, “It’s much more complex than throwing a couple computers on a desk and throwing a couple big screen TVs on a wall,” reinforcing that command centers are mission-critical operational environments built to support real-time coordination, situational awareness, and decision-making.
4. Don’t Treat It Like a Standard AV Project
One of the strongest warnings from the webinar was that command centers should not be approached like traditional AV or conference room projects.
The speakers explained that operation centers involve:
- Complex AV integration
- Multiple systems and workflows
- Real-time operations
- Continuous uptime requirements
- Mission-critical decision making
When choosing your partners, whether they are technology vendors, or integrators, their experience with your operations is crucial. They will be your ally through the entire process. It is important to work with experienced partners who understand operational environments and long-term support requirements.
5. Prioritize Ease of Use
Operators in command centers manage large volumes of information simultaneously. Systems need to be intuitive and easy to use, especially under pressure and in emergency situations.
Video wall solutions (also known as visualization platforms) should simplify workflows by making it easy to:
- Manage multiple sources
- Switch layouts quickly
- Share information
- Customize views for operators
- Support shift-based workflows
- Automate repetitive tasks
Fast access to the right information becomes critical during emergency response situations where every second matters.
6. Prepare for Real-Time Operations
Modern command centers must support continuous operations, fast decision-making, and information sharing across teams and agencies.
That means building environments that are designed for:
- 24/7 reliability and operational continuity
- Ongoing support and long-term maintenance
- Fast troubleshooting during active incidents
- Sharing video feeds and real-time intelligence
- Situational awareness across departments and jurisdictions
As command centers become more interconnected, organizations need reliable video wall and video-sharing systems that support collaboration both inside and outside the room.
“Command centers should not be treated like ‘a typical AV project,’” said Dustin Bilthouse, Director of Partner Alliances at Haivision.“These environments are as much critical infrastructure as the systems they are designed to monitor, which means organizations need reliable technology, operational continuity, and information-sharing capabilities that support real-time decision-making across teams and agencies.”
7. Future-Proof the Room
Operational requirements continue evolving, which makes scalability an important part of command center planning.
Organizations should consider future growth areas such as:
- Additional operator positions
- Drone operations
- Expanded collaboration spaces
- Additional video sources
- New departments or partner agencies
- Emerging AI capabilities
The session also highlighted the importance of nearby collaboration or operations rooms where leadership teams can coordinate during major incidents and emergency response situations.
At the same time, organizations do not always need to start with a fully scaled deployment. A smaller proof-of-concept room can help teams demonstrate operational value, validate workflows, build stakeholder support, secure future funding, and refine long-term planning.
This phased approach allows organizations to start small, build only when needed, and scale more effectively over time while reducing risk early in the process.
“Future proof your room. Build it a little bigger than you need today,” said Lt. Sean Riley, Assistant Director of Public Safety at Constant Technologies, highlighting the importance of planning command centers with long-term growth in mind. He also emphasized that organizations do not need to start with a fully scaled deployment, recommending “a budget friendly proof-of-concept room” that can help build operational traction, secure future funding, and eventually grow into “a room that is the right size for your organization.”
8. Prepare for AI and Information Overload
As command centers continue receiving more data and video feeds, there becomes a growing importance of AI and intelligent processing.
The webinar explored the role of edge video processing to support real-time operations and reduce delays in critical environments.
The discussion focused on how AI can help operators:
- Process large amounts of incoming information
- Reduce operational overload
- Identify important events faster
- Improve decision making
9. Invest in Your People
Technology alone does not make a successful command center.
Operators, analysts, supervisors, and decision makers all play a critical role in how effectively the center functions. Investing in training, workflows, and experienced personnel remains one of the most important long-term decisions organizations can make.
Modern command centers require more than technology alone. They require thoughtful planning, scalable workflows, reliable systems, and a clear understanding of operational goals. Watch the full webinar, How to Build a Command Center to learn more about planning, designing, and scaling modern RTICs, SOCs, NOCs, EOCs, and other mission-critical operation centers.
