Improving Traffic Incident Management Using Team Cognitive Work Analysis

Effective traffic incident management requires separate responder agencies, with different and sometimes competing priorities and purposes, to come together as a team. Their priorities include optimizing casualty outcomes, minimizing the disruption to the flow of traffic, and maintaining responder team safety. In this study, team Cognitive Work Analysis was used in a desktop exercise setting to analyze a complex traffic incident management exercise. The study investigated decisions made at the scene of an incident to determine system issues and system support solutions. Participants were all senior officers and decision makers in traffic incident management environments. Results indicated that team Cognitive Work Analysis was highly beneficial in determining gaps in team coordination, communication, and structures. Information regarding shared and not shared work elements between agencies highlighted novel coordination and education requirements within and between agencies, such as disparate priorities at the scene creating the risk of interoperability issues. Analyses of operational, coordination, and structural strategies offered new insights into the traffic incident management work domain and recommendations for improvements to the safety and performance of the overall traffic incident management system.