NeuroPie Group

Airport Operations Control Center (AOCC)

Objectives and Responsibilities

The AOCC focusses on the end-to-end processes to consider the departing passenger (from arrival at the airport through to boarding the aircraft) and the arriving passenger (from aircraft touchdown to leaving the airport).

Through monitoring and supporting the core airport processes, the AOCC will accomplish the following main objectives:

  1. It establishes systems and processes to enable a common focus by all airport stakeholders on punctuality, process quality and continuous improvement.
  2. It drives the collaborative decision making (CDM) processes around specific issues across all stakeholders.

The AOCC has a strategic responsibility for the ongoing improvement of the core airport processes and provides a bridge between the functional stakeholder areas and airport governance forums.


The facility should be designed to create a working environment that is ergonomic and suited to the purpose of supporting collaborative working, communications, and the use of IT systems. As well as the workstation design and layout, the facility also may include wall screens to enable focused information sharing and includes meeting and discussion spaces along with a range of amenities for staff comfort.




Within the AOCC there are three levels of personnel:

  • The AOCC Manager
  • The AOCC Duty Managers
  • The AOCC Representatives

The AOCC Manager is accountable for the overall operation of the AOCC, while the AOCC Duty Managers are responsible for the day-to-day running of the AOCC and its business processes. The AOCC representatives will have delegated decision-making power on behalf of their functional areas. They also provide a bridge to the functional areas, which are situated outside of the AOCC facility but which are crucial to the efficient running of the AOCC and its integration into the airport community. There are permanent and temporary representations.

Governance & Continuous Improvement

The performance of the AOCC processes relies on the interaction between the key staff in the AOCC and their points of contact in the functional areas. The main interactions are around planning, problem solving and for record keeping relating to actions to address events.

The governance process refers to how information obtained via the AOCC is analysed for improvement opportunities. Improvement opportunities are expressed as goals that are communicated via the AOCC back to the functional areas. Once action plans are implemented, their achievement is monitored.