Investigation of user requirements in the emergency response sector: the Dutch case

Emergency response is the disaster management phase with the most extreme requirements. During the crisis management, several organizations coordinate their work based not only on well-defined policies and procedures (product of careful preparation) but also on the outcomes of the decision-making process. Decision-making is a highly complicated process in crisis situations. Good support in decision-making when disaster occurs is of critical importance to react accurately, fast and effectively. Good decision-making helps to control damage, save lives and resources, and reduce unwanted consequences of a crisis. However, the current decision-making process does not always result in optimal and adequate crisis response. Where are the problems? What are the bottlenecks? How to improve the cooperation between the different units involved in emergency response activities. To give answers to these and many more questions, a group of researchers has investigated the work of the different actors (police, fire brigade, ambulance, municipalities and other institutions) involved in emergency response organising workshops, collecting interviews and participating in various trainings.