Ergonomics Analyses of the AT&T Operator Services Position System

Abstract

The Operator Services position System (OSPS) is an advanced Ergonomically sound workstation designed to furnish AT&T operators with enhanced call processing facilities. The predecessor for the OSPS system originated as the Traffic Service Position System (TSPS) about 40 years ago and replaced the manual corded operator positions. At that time, the TSPS represented a significant improvement for the operator working environment. Ergonomics advancements in the past 40 years since the TSPS design, have been applied to the replacement OSPS. Additional features were provided to the TSPS system in 1986. The Computerized Position Information System (COMPIS) is an auxiliary system designed to enhance operator work efficiency and productivity. The COMPIS system is the old TSPS system augmented by a Video Display Terminal (VDT) and a movable keyboard with a long cord. This COMPIS “add-on” was acceptable when COMPIS use required only 10% of the operators' 8-hour working day. The COMPIS was so successful that usage quickly climbed to 50%. COMPIS equipment was an interim system intended to enhance operator capabilities until the new Operator Services Position System (OSPS) is installed in late 1990. The primary objective of this paper is to discuss the significant Ergonomics considerations of this system and describe their applications within the communications industry. The Ergonomic goals of AT&T are: development of procedures to be utilized for system feedback and keying of calls: and, provision of a console and screen display layout that can support the maximum use of Human Factors principles as they apply to the operators' duties.