Over reliant and underprepared: First responder resilience to disruption of operational technology
The Emergency Services Sector (ESS) is responsible for taking life-saving action in the face of extreme crises. To enhance its response capabilities, the sector has spent the last two decades investing in new technology to improve their operational efficiency. This has created significant interdependencies and a culture among first responders of technical overreliance, raising questions about what would occur if those tools were suddenly disrupted. Several works have discussed the potential for terrorism to intentionally target ESS technology as part of a larger kinetic attack. Despite this, the resilience of first responder agencies to technological disruption and their preparedness for such an attack has largely remained unexplored. To bridge this gap, we implemented a novel scenario-based interview methodology involving senior officials from emergency service agencies across the United States. These interviews explored how each agency prepared for a disruption of operational technology and what factors might influence different levels of preparation between them. Participants were asked to describe their responses to a hypothetical scenario modeled after historical cyber-attacks against ESS infrastructure. The results indicate that while ESS agencies are prepared for short-term technological disruptions, they are likely to struggle with long-term or hybrid incidents. The data further revealed that agencies often lack dedicated expertise in cybersecurity, technology, and emergency management that could otherwise elevate resilience to interruptions of operational technology. These findings emphasize the need for investment in redundant analog systems, increased training for frontline personnel, and a focused effort against loss of specialized technical expertise among ESS agencies.