In cases where it is unfeasible to experiment in a real life setting, computer simulation is a
valuable tool in the design and understanding of cooperative systems. This paper describes
the development of a computer based simulation of an emergency call centre. The centre,
which is a perfect example of a complex cooperative system, is currently undergoing a
physical reorganisation. The aim of the simulator is to help in the redesign process by
allowing the user to test the effects of new physical organisations. Whilst grounded in a solid …