This book focusses on how this data (if collated) can be utilised by strategic teams for feed back into processes that require change for internal efficiency. This can be done through an assessment of what the customer needs
when receiving a government service, particularly when resources are compromised. During a crisis, response is one which translates itself into ‘all hands-on deck’ as staff teams are required to meet expectations of the system which is a
point of overload. Interestingly enough, departments have protocols in place for when crisis happens but nothing to trigger when overload happens and staff or resources are at a crisis
In evolving crises, managing teams often have little information and fewer resources. This book proposes a model for more effective decision making early in the evolution of a crisis, before disaster response plans are activated.