The MSS Operations Centre – What it does The Operations Room

The Maritime Support Services (MSS) Operations Centre is a 24/7 control room located at EMSA’s headquarters. It comprises: computer stations for up to 6 operators at any one time; a large wall-mounted electronic display and; a support room with computers for meetings and emergency support. It is set up in such a way that MSS operators can, at all times, see the latest information for each of the systems on the video wall. This is particularly important, as they need to be able to quickly see any urgent information related to the systems or emergencies at the same time as carrying out their regular day-to-day work. In times of maritime emergencies, additional experts can be brought into the MSS support room in order to work closely with the operators if necessary. Also working in the centre (during normal working hours) are two operators who ensure the effective interface between the SafeSeaNet EU vessel traffic monitoring and information system and the THETIS port state control system.

The MSS Operators

In order to maintain a 24/7 service with at least 2 operators on duty at all times, it is necessary to have a total of 12 staff dedicated to the MSS. This allows for shifts, holidays, sickness and additional tasks that may need to be carried out from time to time. Having at least 2 operators on duty at all times ensures that:

• the operators have the appropriate mix of skills (with half having more maritime-oriented and half more IT-related skills);
• the extensive range of tasks can be properly distributed, and;
• full cover is guaranteed at all times (e.g. when an operator is required elsewhere, or is sick or unavoidably absent).

The operators work on a rota basis that comprises 3 x 8 hour shifts (07:00-15:00, 15:00-23:00 and 23:00-07:00) for 365 days per year. They work with a full set of procedures which, given the regular growth in the requirements, need to be continually updated. In order to ensure that the procedures are followed correctly at all times, each operator works with a shift check list which ensures that, for every change of shift, the necessary basic tasks are carried out. Also, to support each change of shift, a handover document is completed so that the main information can be passed on efficiently. This is of particular importance in times of emergency, or when emergency-related exercises are underway. Emergency Monitoring and Response

In addition to its system monitoring and support role, the MSS is also EMSA’s coordination centre for maritime emergencies. It is the single point of contact via which Member States and the Commission can request and obtain support in case of an accident or incident at sea.

On an around-the-clock basis, the MSS operators monitor emergency-related systems in order to provide an early warning to key people so that they know when support may be needed. The information comes from Member States in the form of POLREPs (for pollution-related incidents) and SITREPs (for safety-related incidents), and also from external accident/incident monitoring systems and the 24/7 emergency telephone/fax/email system. When information on an emergency arrives, it can trigger some or all of the following responses:

• Should there be substantial oil pollution at sea, the MSS will immediately notify the EMSA oil pollution response vessel services so that the appropriate vessels can be activated. These have a surface oil recovery capacity which is much larger than most Member State oil pollution response vessels, and they are contracted to be fully equipped and available to sail to a spill within 24 hours. The MSS also provides additional support as required for the duration of the emergency.
• The MSS will also immediately notify those responsible for the CleanSeaNet satellite-based pollution monitoring service, as this is almost certain to be called into action in such circumstances.
• The MSS will also provide information on the emergency to EMSA management and decision makers in the EU institutions and elsewhere, so that they are kept fully informed of developments at all times. The operators also take part in regular exercises with Member States and contractors in order to ensure that the system is always in an effective state of preparedness to deal with many different types of emergency.

24/7 Support to Maritime Monitoring Systems

The main day-to-day task of the MSS is the provision of support to: the SafeSeaNet EU vessel traffic monitoring and information system; the LRIT global ship tracking system and; the CleanSeaNet oil spill monitoring and vessel detection system. The work involves the following:

System monitoring

• Monitoring of system performance
• Data quality assessment

Administration of systems

• Administration and validation of user accounts, access rights and digital certificates
• Administration and validation of reference lists

Complementary activities

• Reporting and statistics on system data, system activity and performance
• Support to development teams (in testing new software releases, compiling feedback from users on corrections and identifying future developments).

Helpdesk

• Receiving calls and requests relating to the operation of the systems
• Assisting users in operating the system or accessing the information
• Informing users in case of problems, new releases, upgrades or programmed maintenance of the system
• Providing an alert function to address major technical failures, or risk of failure, and also monitoring the resolution of problems.