A Multi-Domain Review of Challenges and Lessons Learned for Scaling AV Operations Centers

Drawing on insights from site visits to industry-leading automated vehicle (AV) operations centers and research conducted across established centers in multiple domains, the MITRE Automated Vehicle Research Collaborative (AVRC) offers actionable guidance for building, managing, and scaling AV operations centers for SAE J3016 level 3-5 fleets. 

This report provides guidance and a holistic framework for launching or improving operations centers, helps organizations adapt to changing needs, and highlights key risks and opportunities in managing and scaling these centers. The report identifies seven critical elements of functionality and essential features that drive the design of safe, secure, and scalable AV operations centers: 

• Remote Assistance
• Rider and Customer Support
• Performance Monitoring
• Incident Response
• Operational Resilience
• Staffing Ratios
• Organizational Culture and Models

By addressing technical, organizational, and human factors challenges, and leveraging cross-domain lessons, organizations can build resilient, safe, and effective operations centers to support the future of AV fleets. If you’re interested in exploring additional research questions or a benchmark analysis of your operations center, please reach out to Michelle Michelini (mmichelini@mitre.org) or Becca Lehner (rlehner@mitre.org).