The work organization in teleoperated driving – a human reliability and socio-technical systems perspective

Abstract Very high levels of automation in road traffic are accompanied by the need for teleoperation. If the driverless autonomous vehicle is not able to solve a complex driving situation, then the problem should be solved by a teleoperated intervention by getting a human into the loop. Such a system is highly complex, interacting in a socio-technical system. Therefore, in addition to the empirical research of user-centered development of teleoperated driving, an analytical and systemic approach is crucial in the first place to understand the interrelationships between the subsystems and to optimize a teleoperated driving system. This work provides a base for the systemic consideration by taking two different perspectives focusing on the work organization and vehicle operation dealing with how many vehicles can be monitored and serviced by one operator. First, a brief analytical perspective of human reliability is taken, emphasizing the appropriate definition of the operational design domain and knowledge of its variability. Second, a comprehensive systemic, socio-technical perspective is applied using the functional resonance analysis method (FRAM) for a reflexive and computational purpose highlighting effects on operator workload and traffic performance. Finally, the implications of the research results are discussed and integrated into socio-technical interactions in everyday teleoperated driving between blunt- and sharp-end factors from a safety and reliability perspective to demonstrate the complex leverage of the work organization. Overall, the insights contribute to an enhanced understanding of the complex socio-technical interactions in teleoperated driving.