Technology
Next Generation 911: an overview for agencies
What NG911 changes about how emergency calls are routed and handled, and what agencies must prepare.
Next Generation 911 replaces legacy analog 911 infrastructure with an IP-based system that can route calls using location, accept text and multimedia, and share data between emergency communications centers. The transition is underway across the country, coordinated by state 911 authorities.
What changes
Routing. Calls are routed based on the caller's location against GIS data, rather than lookup tables tied to phone numbers and cell sectors.
Media. Text-to-911 is supported, and the architecture accommodates images and video, with policy decisions about what to accept.
Interoperability. Calls and data can be transferred between centers, including across jurisdictions, improving overflow and disaster resilience.
Data. Additional data about callers, such as from connected devices and third-party sources, can accompany a call.
What agencies must prepare
GIS data. Address points, road centerlines, and service boundaries that meet NG911 data standards and agree with neighbors. This is the largest preparation task for most agencies.
Call-handling systems. Equipment and software that support the new protocols.
CAD integration. Dispatch systems must consume location data and any additional data correctly.
Cybersecurity. IP-based systems are exposed to network threats that legacy systems were not. Segmentation, monitoring, and incident response apply.
Policy and training. Handling text and multimedia, data retention, and privacy.
Roles
State 911 authorities typically procure the core network. Local emergency communications centers prepare their data, systems, and staff. Vendors supply call-handling, CAD, and GIS tools. Software and data specialists support integration and data readiness.
Timeline
Varies by state and region. Agencies should engage with their state 911 authority for the current plan.