Stop Automating Chaos
Technology Won’t Save the Day Until You’ve Mapped Your Processes
After attending recent conferences, including IAEM’s EMEX and EEI’s TDM&MA, focused on emergency management and utility emergency preparedness, one consistent theme stood out: vendor halls once filled with tools and equipment are now dominated by technology solutions. The “hardware” is still there, and some of it is very important and needed, but much of the vendor hall real estate has been taken over by software. Everywhere you look, software startups promise to streamline data management, communication, and operations: if only you replace your existing systems and reshape your workflows around their solutions.
But for industries with critical missions, that approach simply misses the mark. Success starts with understanding what you need to accomplish during emergencies, the key questions you need to address, and the information you need to make timely, accurate decisions. Once your processes are mapped and refined, technology can be thoughtfully integrated to support your mission, not dictate it. Unfortunately, in our work with emergency managers and utility operators nationwide, we often see this fundamental requirement overlooked.
This is why Bent Ear Solutions exists.
The Technology Trap
In the world of emergency response, it’s easy to be drawn in by the latest app or platform that promises to solve complex challenges. But no tool, no matter how advanced, can compensate for unclear processes. Too often, agencies rush to adopt technology driven by perceived industry trends, overhyped promises of “solving all of your problems,” or the fear of missing out, only to find themselves burdened by tools that amplify inefficiencies rather than eliminate them. The result? Frustrated teams, operational delays, and technology that adds complexity rather than clarity or, worst case, isn’t used.
Automating Chaos
You’ve heard it before: “Automating a bad process just makes bad things happen faster.” For those who manage emergencies in the public and private sectors, this can have serious consequences. Imagine an agency struggling with inconsistent incident data entry. Introducing automation without first standardizing procedures only spreads inaccuracies faster, leading to flawed reports, poor situational awareness, and delayed or ineffective response. Technology can’t fix broken processes; it accelerates their impact.
Start with Process
The key to harnessing technology effectively in emergency preparedness is to start with the process:
Map Your Current Workflows: Know how your operations function day to day and under stress.
Identify Pain Points: Pinpoint where delays, confusion, or redundancies exist. What information do we need, and where does it exist?
Engage Your Teams: The people on the front lines know where the friction is, and it’s essential to listen to them.
Streamline and Standardize: Remove unnecessary steps and ensure consistency.
Test and Refine: Pilot process improvements before full-scale adoption, then continue iterating and improving.
Technology as the Enabler
When layered on solid processes, technology can transform emergency management preparedness and response. It enables real-time information sharing, rapid data analysis, and seamless collaboration across agencies and departments. Properly leveraged technology ensures decision-makers have the right information, at the right time, and in the right format to protect lives, infrastructure, and communities.
But remember: technology is the tool, not the stand-alone solution.
About the authors
Ron Prater – Co-Founder & COO, BES
Before co-founding Bent Ear Solutions, Ron founded Corner Alliance, where he served as the Chief Operating Officer and grew the company to over $8M/year in annual revenue. From 2002 to 2007, he worked for a small boutique management consultancy in Washington, DC, Touchstone Consulting Group, where he started and led their Public Safety Business Unit. Prior to that, he worked at Arthur Andersen LLP on federal government strategic sourcing projects. In addition, Ron currently serves as the Executive Director of Big City Emergency Managers (BCEM).
Greg Brunelle – Director of Business Partnerships, BES
Greg served as a firefighter and paramedic before working as a county emergency manager and fire coordinator. He was appointed to the New York State Office of Emergency Management in 2007 as Deputy Director of Preparedness, later serving as Executive Deputy & Deputy of Operations, and culminating in his appointment as Director soon after Superstorm Sandy struck the state. Later, Greg served as Assistant Secretary for Security & Emergency Management for the Massachusetts DOT & MTBA. Greg has subsequently served in executive positions with private-sector consulting firms, leading initiatives across the nation, as well as working with early-stage start-ups to bring emerging risk management technologies to city and prefecture governments in the US and Japan.