Narrative:

On this particular afternoon and evening several factors combined to contribute to irregular operations in our dispatch center; especially in the code sharing division. These include thunderstorms all along the east coast; south and midwest (basically everywhere we fly for our code-share); very lengthy; inconsistent and surprising ATC delays in some cases; an extremely high volume of constant telephone calls and high noise level in dispatch; and problems with the dispatch computer software. Dispatchers were under a very high work and stress level as a result. Dispatchers averaged 16-17 aircraft per desk due to insufficient staffing for the expected irregular operations (due to weather and ATC issues); which; especially when combined with common computer dispatch software problems; created an extremely high workload. This situation; combined with constant interrupting phone calls; made the work environment extremely stressful and made it impossible for dispatchers to flight follow and in some cases; exercise operational control. This situation has arisen several times in the past (I myself have experienced it both as a dispatcher and dispatcher coordinator) and is primarily attributable to insufficient dispatch staffing and poorly performing dispatch computer software at our airline. Several dispatchers have complained about these issues in the past at our airline and I understand that some reports have been filed previously concerning these issues. It starts with the staffing--there are simply not enough dispatchers scheduled on shifts to deal with irregular operations (bad weather/ATC days) when they occur. It is unrealistic to assume that dispatchers can just be called into work for overtime on these types of days. Dispatchers here are rarely willing to do that on their days off; as they are already fatigued. The staffing has to be in place ahead of time. The dispatch computer system continues to perform poorly; the dispatch software at best is very slow; which compounds delays; dispatcher stress and workload on bad weather/ATC days. The dispatcher software often crashes or just doesn't work; or provides inaccurate flight planning; often causing the dispatcher to have to re-do flight plans and flight releases several times. I know complaints have been made previously about these computer issues. The dispatcher software performance needs to be improved significantly. I am filing this report because these issues contribute to a high dispatcher workload/fatigue and stress level in our airline's dispatch; which negatively affects flight safety. I am a bit skeptical that anything positive will come out of this (most dispatchers don't bother filing reports about these issues because they think it would be a waste of time; since apparently our airline and the FAA have done nothing about it in the past). Will our airline and the FAA continue to sit on their hands and do nothing about these continuing issues; or will positive steps be taken this time to correct the problem?

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Original NASA ASRS Text

Title: A Dispatch Coordinator described the dispatch overload condition during weather disruptions made worse by slow and inaccurate computer software; ATC delays; high phone call volume and insufficient staffing all of which cause stress and unsafe dispatch conditions.

Narrative: On this particular afternoon and evening several factors combined to contribute to irregular operations in our Dispatch Center; especially in the code sharing division. These include thunderstorms all along the East Coast; South and Midwest (basically everywhere we fly for our code-share); very lengthy; inconsistent and surprising ATC delays in some cases; an extremely high volume of constant telephone calls and high noise level in Dispatch; and problems with the dispatch computer software. Dispatchers were under a very high work and stress level as a result. Dispatchers averaged 16-17 aircraft per desk due to insufficient staffing for the expected irregular operations (due to weather and ATC issues); which; especially when combined with common computer dispatch software problems; created an extremely high workload. This situation; combined with constant interrupting phone calls; made the work environment extremely stressful and made it impossible for dispatchers to flight follow and in some cases; exercise operational control. This situation has arisen several times in the past (I myself have experienced it both as a Dispatcher and Dispatcher Coordinator) and is primarily attributable to insufficient dispatch staffing and poorly performing dispatch computer software at our Airline. Several dispatchers have complained about these issues in the past at our Airline and I understand that some reports have been filed previously concerning these issues. It starts with the staffing--there are simply not enough dispatchers scheduled on shifts to deal with irregular operations (bad weather/ATC days) when they occur. It is unrealistic to assume that dispatchers can just be called into work for overtime on these types of days. Dispatchers here are rarely willing to do that on their days off; as they are already fatigued. The staffing has to be in place ahead of time. The dispatch computer system continues to perform poorly; the dispatch software at best is very slow; which compounds delays; Dispatcher stress and workload on bad weather/ATC days. The dispatcher software often crashes or just doesn't work; or provides inaccurate flight planning; often causing the Dispatcher to have to re-do flight plans and flight releases several times. I know complaints have been made previously about these computer issues. The dispatcher software performance needs to be improved significantly. I am filing this report because these issues contribute to a high Dispatcher workload/fatigue and stress level in our airline's Dispatch; which negatively affects flight safety. I am a bit skeptical that anything positive will come out of this (most dispatchers don't bother filing reports about these issues because they think it would be a waste of time; since apparently our Airline and the FAA have done nothing about it in the past). Will our Airline and the FAA continue to sit on their hands and do nothing about these continuing issues; or will positive steps be taken this time to correct the problem?

Data retrieved from NASA's ASRS site as of April 2012 and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.