Understanding next-gen 911: Benefits, technology, and how it’s implemented

KEY IDEAS:

• NG911 replaces analog 911 with a digital, IP-based infrastructure that supports multimedia, advanced location accuracy, and real-time data sharing.
• The system enhances collaboration between PSAPs, ECCs, law enforcement, EMS, and other first responder agencies.
• NG911 benefits communities by enabling faster response times, improved accessibility, enhanced situational awareness, and resilient emergency communications.
• Implementation requires funding, ESInet development, system integration, updated procedures, and specialized training.

Since the first 911 call in 1968, the 911 system has seen steady improvements to standardization, accessibility, and efficiency. But the legacy 911 system has been outpaced by today’s interconnected, mobile-first environment. The analog tech isn’t equipped to handle multimedia communications, integrated emergency response efforts, or modern security threats.

Next-generation 911 aims to solve that issue by providing an interoperable, flexible digital infrastructure that supports emerging technologies. Keep reading to learn how NG911 makes communities safer.

🧠 YOU’LL LEARN:

✅ What next-generation 911 is and how it differs from legacy and Enhanced 911

✅ How NG911 technology works (IP networks, ESInets, SIP, GIS, AI)

✅ Key benefits for PSAPs, responders, and communities

✅ The steps required to implement NG911

✅ Common challenges and how agencies can overcome them

What is next-generation 911 (NG911)?

💡 QUICK ANSWER: Next-generation 911, or NG911, modernizes the traditional analog 911 emergency service by enabling community members to send digital information (such as photos and videos) to emergency communications centers.

Next-generation 911 is an Internet Protocol (IP)-based system that allows individuals to share photos, videos, and text messages with a public safety answering point (PSAP). NG911 supports interoperability between emergency communications centers (ECCs), public safety agencies, and external databases. When someone contacts 911, the system acquires related information and enables dispatch personnel to relay data-rich information in real time.

While the concept of NG911 first originated in 2000, it’s slowly being implemented across the United States. The upgrade requires a hardware and software overhaul to support data-only messages, new integrations, and emerging technology.

What type of technology does next-gen 911 use?

NG911 replaces analog 911 tech with digital-based infrastructure, which provides more robust and scalable systems. NG911 requires originating service providers (OSPs), the communications carriers through which individuals contact 911, to deliver 911 traffic in a Session Initiation Protocol (SIP) format to new IP-based delivery points on Emergency Service IP Networks (ESInets) or other NG911 network facilities.

Other key next-generation 911 technologies include:

• Artificial intelligence (AI) for keyword identification, live translations, and voicemail transcriptions
• Advanced geospatial analysis
• Data integration with partner agencies’ systems

NG911 is enhanced by FirstNet, a private wireless network that enables real-time communication between dispatch, first responders, and public safety agencies. While these are two separate programs, FirstNet ensures NG911 data flows reliably despite potential outages.

💡 HOW NG911 WORKS STEP-BY-STEP:

1. Caller initiates communication through voice, text, photo, or video

2. OSP delivers the caller’s message using SIP over ESInets

3. NG911 retrieves supplemental data such as device location and GIS information

4. PSAP receives a data-rich incident package in real time

5. Dispatchers share incident package information with responders

6. Responders gain additional context using external databases (health records, building layouts, computer-aided dispatch system)

7. Information flows continuously until the incident resolves

What’s the difference between next-gen 911 and enhanced 911?

Enhanced 911, or E911, improves location tracking for mobile devices. When someone uses a landline phone to call 911, PSAPs can immediately see their location. But almost 80% of 911 calls are made on cell phones, which means the wireless carrier must use various beacons, like cell phone towers, to pinpoint the person’s location and send that information to a PSAP. That process takes time, and the estimated location could span 50 to 300 meters.

While E911 is limited by legacy tech, NG911’s digital-based infrastructure is built for growth, providing the foundation for continual innovation.

📚 GLOSSARY OF TERMS:

• PSAP → Public safety answering point, or a facility that receives 911 calls and dispatches emergency services to respond
• ECC → Emergency communications center, or a 911 call center that acts as the public’s point of contact for reporting emergencies
• ESInet → Emergency Services IP Network, the private network that serves as the foundation for NG911 systems
• SIP → Session initiation protocol, which facilitates real-time communication sessions (voice and video calls, instant messaging) over an IP network
• GIS → Geographic information system, which captures, stores, processes, and visualizes geographic information to enable spatial analysis
• IP infrastructure → System that uses the Internet Protocol to connect and establish communication between devices using IP addresses

What are the benefits of next-gen 911?

With NG911, communities benefit from a more reliable and efficient system that results in faster, more accurate responses. Explore the top benefits below.

💡 QUICK ANSWER: The key benefits of NG911 include…

• Centralized oversight and management for emergency responders
• Data-rich communication capabilities such as photos, videos, and text messages
• More information from more types of sources, such as building sensors, wearable medical devices, and home alarms
• Interoperability with external databases
• Faster response times due to more precise location data
• Improved accessibility for 911 callers with disabilities and in life-threatening scenarios
• Automatic call distribution to prevent overloading any one ECC
• Stronger resiliency against cyber attacks
• Enhanced collaboration among ECCs and first responder organizations

Provides centralized oversight and management

Interoperability is one of the most significant benefits of NG911. With NG911, dispatch can easily integrate into the larger public safety ecosystem, including law enforcement, fire response, emergency medical services (EMS), and regional or state emergency management entities. Enhanced information sharing provides a common operating picture: Telecommunicators leverage centralized information to direct effective responses, while leaders have a common understanding of community trends and operational improvements.

Enables more types of communication during emergencies

NG911 provides a standardized interface for PSAP personnel to process emergency communications via voice, photos, videos, and text messages. NG911 also acquires and integrates useful data, such as real-time security camera footage. Telecommunicators can then share data-rich information with first responders. By linking diverse real-time data with relevant context, NG911 ultimately enhances situational awareness and streamlines life-saving decisions.

Utilizes more types of data, including from ‘smart’ devices

Beyond multimedia messages from the public, PSAPs also receive data-rich information from a variety of real-time sources, such as:

• Building sensors and monitoring systems
• Smart home alarms
• Wearable medical devices
• Vehicle sensors

In the case of a car accident, for example, the vehicle can send data directly to a PSAP, including airbag deployment, number of occupants, number of seatbelts in use, and velocity of impact. Before they arrive, medics already have critical information to start preparing a hospital transport, which could mean the difference between life or death.

Integrates with external databases

With legacy tech, PSAP personnel don’t have immediate access to data in other agencies’ CAD systems. But NG911 supports interoperability between PSAPs and agencies across jurisdictional lines. Free-flowing information increases connectivity across communities and ensures efficient responses.

NG911 also makes it easier to integrate with external databases, such as GIS databases, building layouts, incident history, traffic conditions, and health records. Consider an individual who experiences a significant fall in their third-floor apartment. If their smartwatch alerts 911, dispatch personnel can access incident information, precise GIS location data, and pre-authorized patient health data. PSAP personnel might see the individual’s elevation and view a building layout to direct responders to the right floor immediately.

Improves response times

NG911 leverages Wi-Fi, GPS, device-based location data, and advanced GIS integrations to pinpoint an individual’s exact location and elevation. That’s especially critical in rural areas, in densely populated neighborhoods, and when a caller might be unfamiliar with an area. With precise location data, integrated databases, and real-time insights, dispatch personnel can send the right combination of resources at the right time, which reduces redundancy and frees up resources for other incidents.

Improves accessibility

NG911 features more options for contacting 911, which will increase safety and trust between underrepresented communities and public safety agencies. People who are deaf and hard of hearing can text 911 directly instead of using a TTY device. Individuals in life-threatening scenarios, such as a home invasion, don’t have to risk being overheard on the phone. And instead of waiting to be connected with an interpreter, non-English speakers benefit from automated translation abilities.

Better manages ‘call overload’

NG911 improves resiliency in the 911 system. During a natural disaster, a mass casualty event, or another unexpected crisis, NG911 can automatically transfer calls and other data to a backup ECC. If an ECC is evacuated during a hurricane, the system distributes the load to reduce the burden on any one ECC. NG911 also opens the door for future technologies, such as artificial intelligence that detects keywords in 911 calls and directs each call to an appropriate PSAP.

Improves security of emergency response systems

Legacy 911 technology isn’t equipped to handle increasingly sophisticated cybersecurity attacks. NG911 is better equipped for the modern environment, with a robust infrastructure that supports end-to-end encryption, network segmentation, access controls, real-time threat detection capabilities, and integration with modern cybersecurity solutions.

Provides a common standard for all entities

Seamless integration, communication, and information flow are critical for interagency coordination. NG911 provides a standardized but flexible solution that enhances collaboration between ECCs, public safety agencies, and any other organizations involved in emergency response. Connected NG911 systems create common situational awareness and support optimal resource allocation.

Legacy 911 vs. enhanced 911 vs. next-gen 911

How do communities implement next-gen 911?

Often, state governments outline NG911 goals and development. But implementing such a wide-scale project requires a huge collaborative effort, which might include PSAPs, public safety agencies, communications carriers, private emergency response providers, and IT service providers. While each community is on its own timeline, dictated by resource constraints, NG911 implementation requires the following steps.

• Understanding budget requirements and securing funding
• Finding the right technology provider to support NG911
• Establishing ESInets
• Replacing analog systems with IP-based infrastructure
• Working with OSPs to route 911 calls appropriately
• Incorporating high-quality GIS data
• Integrating with partner agencies’ systems and external databases
• Crafting new operational procedures to outline roles, operations, and data management
• Training personnel in NG911 systems

What are the challenges of implementing next-gen 911?

Despite NG911’s long-term benefits, communities must overcome implementation roadblocks. Public safety agencies already face constraints in staffing, financial resources, and time. NG911 requires an expensive tech overhaul, and there isn’t sufficient federal funding to support a nationwide transition. Additionally, leaders will have to update their existing operations, coordination strategy, and data sharing policies. Dispatch personnel need specialized training, and they may need additional mental health and behavioral support resources for increased trauma exposure.

While NG911 is more secure than analog 911 tech, agencies will need to implement new cybersecurity measures that guard against vulnerabilities in interconnected systems. Communities must partner with trusted tech vendors that are committed to interoperability, compliance, robust security, and thorough training.

Build a foundation for next-gen 911 in your community

Next-generation 911 technology future-proofs emergency response operations. It overhauls analog tech to implement a resilient and flexible digital-based infrastructure that increases accessibility, reduces response times, and keeps communities safer. Advanced data integration software further streamlines interagency coordination and supports emergency response operations at every level.

Peregrine is a data integration platform that adds a layer of efficiency to NG911 systems. As an interoperable, vendor-agnostic tech solution, Peregrine seamlessly integrates with partner agencies’ systems, external databases, and historical data to enhance operations across public safety organizations. To learn how Peregrine enhances data-rich information within NG911 systems, contact our team.