"We never really articulated the cost-benefit for better aligning or integrating programs."

One significant problem during the WTC response was described by interviewees as a naïve assumption by leaders in some organizations that technology could overcome underlying organizational and data quality problems that prevented effective information sharing and integration. One person characterized this as a wish for an "IT Band-Aid" that would somehow solve problems that were not technological but, instead, were deeply rooted in data and programmatic differences that had never been reconciled across agencies. According to several interviewees, these policy makers lacked a sophisticated understanding of both IT capabilities and its limitations. They were therefore faced with stark lessons about incompatible systems and lack of data and system redundancy and back up. Conversely, the WTC crisis prompted for some a new-found understanding of the benefits that can be derived from more powerful and flexible technologies such as GIS, mobile computing, and wireless communications. Nevertheless, many interviewees said the usual assessment of the risks and benefits of IT continues to be inadequate and noted that few strategic new investments are being made in information and technology.