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4 An example: the North West Water incident management organization

The operations of North West Water entail local empowerment of the operations managers who have to rely on central services and systems for the provision of resources to manage critical incidents. A central systems organization decides on the activities to be undertaken during the course of a critical incident but leaves the planning and scheduling of these activities to a specialist planning and scheduling department. The operational activities modelled here are inspection, reporting and repair. There is an infrastructure of telemetry from operations sites and verbal communications channels among specified agencies within North West Water. The public can report incidents at any time of the day or night but the company's contact point with the public varies over the course of the day. From 8h00 until 22h00 the company's Customer Service Centre takes all calls from the public and passes on calls indicating the possibility of a critical incident directly to Central Systems. During the night-time hours, 22h00 until 8h00, calls from the public are received by the Operations Control Centre who pass on any reports indicating critical incidents to Central Systems. The information flows involved in the incident management procedures are captured in Figure 1.

In this section, we describe first the model structure and the substantive implications of the implementation in SDML and then the representation of cognition including its roots in the Soar and ACT-R programming architectures.

4.1 - NWW model implementation

4.2 - Agent cognition: learning as modelling

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