Rethinking exercises through a customer-centric lens

As the risk environment continues to evolve, public safety, emergency management, cybersecurity, and critical infrastructure stakeholders face increasingly complex and interconnected threats. Traditional exercise models, often built around standardized scenarios and compliance requirements, are no longer sufficient to meet the diverse needs of today’s operational landscape.

A more customer-centric approach to exercises offers a path forward. By focusing on the specific needs of state, local, tribal, and territorial governments, as well as infrastructure partners, leaders across emergency management and cybersecurity can transform exercises into strategic tools that strengthen resilience, enhance coordination, and deliver measurable outcomes.

Challenges in the current exercise model

Many existing exercise programs rely on generalized templates, rather than ones tailored to reflect the unique threat profiles, resource limitations, or operational realities of individual partners. This can result in exercises that feel disconnected from day-to-day challenges and fail to produce actionable insights. 

Traditionally, practitioners have found exercises to be difficult and time-consuming to plan. They often require months or years of coordination, specialized training to understand exercise design frameworks, and significant resource investment, making them inaccessible or burdensome for many organizations. Compounding these challenges, exercise coordination across jurisdictions and sectors is often managed in a fragmented way.

Without consistent collaboration and structured feedback mechanisms, practitioners find it difficult to ensure that exercises are aligned with real-world risks or that lessons learned are translated into meaningful improvements.

Advancing toward a more effective model

To address these challenges, leaders across emergency management, cybersecurity, and critical infrastructure can adopt a more strategic and partner-focused approach to exercise design and delivery by:

Designing exercises around operational realities — Exercises should be grounded in the specific operational context of each participating organization. This means developing scenarios based on localized threat data, known vulnerabilities, and existing capability gaps. By tailoring exercises in this way, organizations can ensure that preparedness efforts are relevant, realistic, and impactful.

Accelerating planning through artificial intelligence and data analytics — The integration of artificial intelligence and data analytics platforms can streamline exercise planning by automating scenario development, analyzing trends, and generating tailored after-action reports. What once took years can now be accomplished in months, as artificial intelligence scans plans for compliance, integrates risk profiles, and rapidly produces tabletop and full-scale exercises.

Improving transparency with digital platforms — User-friendly digital platforms can enhance engagement and oversight. Centralized dashboards that allow participants to track outcomes, access post-exercise analysis, and monitor progress over time reduce administrative burden and support continuous improvement.

Simplifying reporting and compliance — Streamlined reporting processes are essential for efficiency. Standardized templates and automated tools help organizations meet regulatory requirements without diverting critical resources from operational priorities.

Delivering actionable after-action insights — After-action reports must go beyond identifying gaps. They should provide practical, prioritized guidance that helps organizations secure funding, allocate resources, and implement improvements that strengthen long-term resilience.

Why a customer-centric approach matters

A customer-centric exercise model directly addresses persistent gaps in preparedness by aligning planning, execution, and evaluation with the operational realities of those on the front lines. When exercises are designed around the specific needs of state, local, tribal, and territorial governments and private sector partners, they become more than compliance checks, they become strategic investments in resilience.

This approach enables leaders to build trust across sectors, strengthen interagency coordination, and deliver exercises that result in measurable improvements. It also ensures that exercises are not isolated events, but integrated components of a broader, adaptive preparedness strategy that evolves with emerging threats.

Building resilience through smarter exercises

Modernizing the exercise model is not just a best practice—it is a strategic imperative. A customer-focused approach empowers organizations to shift from reactive compliance to proactive resilience-building. Rather than serving as a box to check, exercises should function as productive planning mechanisms that test capabilities, strengthen coordination, and drive continuous improvement without becoming a burden for those involved.

Leaders across emergency management, cybersecurity, and critical infrastructure should prioritize three key actions: invest in technologies that accelerate and personalize exercise delivery, build feedback mechanisms that capture partner needs and improvements in real time, and align exercise outcomes with long-term resilience goals.

With the right strategy, tools, and partnerships in place, exercises can become powerful drivers of operational readiness that help organizations anticipate, adapt to, and overcome the complex challenges of today and tomorrow.