Introducing sophisticated systems which are reliable, feature rich and are able to manage routine tasks (but alert when a problem occurs) and have decision support tools, into Operations can reduce on duty staffing (5 to 2 in one documented case - a gross saving of 15 Heads - which once increased Operation Support was provided went down to 12).
But. The Systems can only handle 'what they know' and what is within their parameters. The result is twofold.
a) The Duty Staff MUST be highly skilled professionals.
b) To maintain accurate data and decision support rules in the System(s) there has to be a Professional and skilled Operations Support Section.
Another effect is that the in-company pool of Operations Staff is now small.
As long as no one leaves, or is promoted, this doesn't matter. But unless the Company has a well designed training and development programme which is kept up to date, then the departure of one staff member (especially if resourcing is already at minimum in the control centre eg. 4 per shift line instead of 5) can be a major issue.
Finally the IT Support and infra-structure MUST be geared ensure the Mission and Business Systems are a the 99.99% Availability level. This doesn't mean a staff increase (akthough it can), but a change in attitude and business processes.
DIH