if you’ve seen one ops center, then you’ve seen one ops center
A common issue faced by Ops Centers is the inadequate understanding of the extensive capabilities of the software platforms they possess, such as Esri, Microsoft, and Smartsheet. Consequently, organizations tend to resort to preconfigured or “out of the box” software solutions that often duplicate existing features, only to find that these tools do not adequately support their distinct workflows and critical operational requirements. Our extensive experience in emergency management, public safety, technology startups, and enterprise GIS at the highest levels has demonstrated how these generic systems frequently generate more workarounds rather than effective solutions. Although many powerful platforms provide remarkable capabilities, their true value emerges only when these tools are thoroughly understood and seamlessly integrated with your specific mission, processes, and current technology. At Bent Ear Solutions, we take a different approach. We are passionate about helping you to get more out of your existing technology investments or make fully informed decisions about new ones. We begin by listening. We assess what you already have, what you’re trying to achieve, and where the gaps are. Then, we work with you to build tailored, integrated solutions that solve problems without unnecessary software purchases or major disruptions to your existing ecosystem. Whether you’re running a state emergency operations center, a municipal command center, or a private sector control room, your needs are distinct. That’s why we don’t sell off-the-shelf answers. We create smart, sustainable solutions that help your people make better decisions faster.
We’re here to make sure your technology works for you, not the other way around. Let’s work together to develop the right solution.
One Size Does Not Fit All
Organizations often use "out of the box" solutions to quickly address their complex operational needs. Whether it involves crisis management software, situational awareness tools, or command center solutions. However, these standardized applications and templates often fail to adapt to the diverse and specific workflows found in various Operations Centers. As the Chief of Operations for the Virginia Department of Emergency Management and Director of Public Safety at Esri, I have witnessed organizations at all government levels and in the private sector investing in multiple solutions to advance their missions, only to encounter difficulties in customizing them to fit their distinct requirements, missions, and culture.
Every Operation Center possesses unique responsibilities shaped by its organization, environment, and purpose. They manage assets, address crises, monitor security, ensure continuity, and more. Although their missions may overlap, their functions, structures, personnel, technology stacks, data requirements, workflows, and procedures differ markedly. Essentially, each operation center is one of a kind. Their diverse needs render a "one size fits all" solution both impractical and ineffective. After implementation, organizations often have to rely on workarounds or adjust their workflows to align with their specific operational requirements.
Our Process in Action
An example we recently encountered involved a municipal emergency management agency that invested in a crisis management software solution, only to discover it didn’t integrate with their existing GIS infrastructure, authoritative data, or emergency communications platform. This situation resulted in a fragmented system, creating inefficiencies and convoluted workflows instead of the streamlined, integrated capability they sought to support their mission.
BES partnered with the organization to thoroughly understand their challenges, requirements, and existing technology landscape. We found that their current systems were more than capable of meeting their needs. By organizing and optimizing these existing investments, we enabled a seamless, cost-effective, and interoperable software environment that supported their critical workflows, delivering tangible operational improvements without additional software purchases.
Each Operations Center is Unique
Addressing this challenge is the core purpose of BES. Meeting the specific needs of Operations Centers goes beyond mere technical skills; it requires a thorough grasp of their operational environments. Our team has extensive hands-on experience and specialized knowledge, enabling partnering organizations to effectively manage these complexities. In our experience, simply swapping one system for another or implementing “cookie-cutter” solutions seldom yields sustainable benefits. A more thoughtful, tailored approach is essential.
Organizations need to recognize their specific challenges by actively involving staff to identify key requirements and decision-support needs before exploring new technology. BES supports this essential process. When staff participate from the start and solutions are designed around known platforms, adoption accelerates, usage improves, and operations become more integrated and efficient.
By ensuring that current workflows, processes, and procedures are well understood and agreed upon, technology platforms can be configured to meet specific operational needs. Platforms like Esri’s ArcGIS, Microsoft 365, and other popular systems can then be tailored to enhance essential workflows. For example, Esri’s ArcGIS comprises over 100 products, while Microsoft 365 provides many more, all featuring powerful, interoperable tools that will support operations. Nonetheless, most organizations only utilize a small portion of these capabilities, despite having access to them.
Our approach helps you unlock that potential. We optimize and tailor your systems to deliver exactly what’s required—when, where, and how—maximizing your return on existing technology investments. The result is a smarter, more efficient operation that saves time and reduces costs.
At Bent Ear Solutions, we’re here to ensure that the answer is as unique as the challenges you face. Together, we’ll build the right solution for you.
