The Avaya and IBM Thought Leadership Point of View white paper is designed for executives with responsibility for security, compliance, operations, emergency management, IT and communications in Emergency Response Centers, including PSAPs. It was designed to identify the key challenges affecting Emergency Response Centers, particularly in terms of communications, and the delivery of services to citizens. Over 300 decision makers were contacted within a study, including regional APCO and NENA Chapter Heads, and 9-1-1 Directors. This white paper demonstrates how to improve incident response management in line with the emerging FEMA guidance and post-Katrina regulation.