The future of emergency response: NG9-1-1
Emergency response communications technology is constantly evolving. “Next Generation 9-1-1” is a term that first became mainstream in 2007 when local governments and public safety officials recognized the need for a 9-1-1 system that could keep up with the growing use of digital communication technologies.
NENA's NG9-1-1 Project
As far back as 2003, NENA’s NG9-1-1 Project began with the goal of establishing national standards and implementation plans for advanced 9-1-1 systems and services. So really, Next Generation 9-1-1 from a technology perspective is actually Now Generation 9-1-1, as nearly all of the original criteria for what would make the emergency response technology “next generation” has been achieved and is available in most areas today with modern mission critical communications software. The biggest challenge of NG9-1-1 today is in making the technology more accessible to more public safety agencies.
PSAP Challenges
PSAPs must now manage various channels for requests, with video and text being delivered through over the top solutions that are even more advanced than the NG9-1-1 call delivery systems. They also face other new challenges that can drastically impact response times, including:
Call volumes and capacity
Heavy call periods and staffing shortages combine to create an even more stressful environment for public safety communicators managing an already difficult job. Current NG9-1-1 technology, such as Zetron’s MAX Call Taking and MAX CAD solutions, can help streamline intake and response processes, making it easier to handle more with fewer resources required.
Call routing
Mobile device reporting and jurisdictional divides can make routing RFAs difficult. NG9-1-1 systems utilize GIS location services to identify the exact location of reporting parties and ensure requests are routed to the correct ECC – solving traditional jurisdictional challenges.
Cyber attacks
Public safety organizations have become primary targets for malicious actors, so cybersecurity is more important than ever. Regular security assessments, remediation's and monitoring services, such as those offered in Zetron’s MAX One cybersecurity program are designed to safeguard critical PSAP networks.
Evolving NG9-1-1 systems
Evolving NG9-1-1 systems and services are purpose built to address the challenges and needs of today’s PSAPs, while helping to reduce workload burden and stress on telecommunicators.
Want to learn more about NG9-1-1? Check out some frequently asked questions compiled below.
NG9-1-1
Frequently Asked Questions
What is Next Generation 9-1-1?
NG9-1-1 is the evolution of emergency communications from legacy 9-1-1 systems toward a more modern, IP-based environment. It is designed to support more flexible routing, improved data sharing, multimedia communications and better coordination across emergency response systems over time.
Is NG9-1-1 the same everywhere?
No. NG9-1-1 timelines, requirements and deployment models vary by state, region and agency. Some areas are still planning, some are preparing infrastructure, and others are moving through phased implementation.
What is an ESInet?
ESInet stands for Emergency Services IP network, which is an IP network that can be shared by all the emergency agencies that may be involved in an incident response.
What should ECCs and PSAPs do first?
Agencies should begin by understanding their local or regional migration timeline, identifying key stakeholders, and assessing the readiness of call handling, CAD, GIS/location, cybersecurity and operational workflows.
What does call handling readiness mean?
Call handling readiness means understanding whether your current environment can support the technical, operational and coordination requirements associated with your NG9-1-1 migration path. This may include software, hardware, configuration, network connectivity, vendor coordination and testing considerations.
What does CAD readiness mean?
CAD readiness means evaluating how incident information, location data, workflows and integrations may need to support current and future emergency communications requirements.
What technological upgrades are required for NG9-1-1?
For a state or region to transition to NG9-1-1, they must have the three core components – network, GIS updates and call handling upgrades.
- Network: An ESInet end-to-end IP connectivity is required for SIP based call (including multimedia) delivery. The ESInet serves as the information highway connecting/routing functional elements and ECCs or PSAPs.
- GIS/Location Services: ECCs or PSAPs need to transition from the Master Street Address Guide (MSAG) to a modern Location Information Service (LIS). Residing on the ESInet, Next Generation Core Services moves to ESRP/ESRF Emergency Service Routing Proxy/Emergency Service Routing Functions to determine where a call should be routed.
- Call handling upgrades: At the ECC or PSAP, existing call handling and CAD solutions must be updated to NG9-1-1 solutions to provide NG9-1-1 incident handling. This allow ECCs to receive more accurately routed calls but will eventually include a standardized method of sharing data between centers/agencies regardless of the solution on the other end.
Do all agencies need the same upgrades?
No. Upgrade needs depend on the agency’s current systems, regional migration plan, provider requirements, operational goals, infrastructure and budget timing.
What are the cost considerations? Things to consider:
- Does your state or region have an ESInet running Next Generation Core Services?
- If not, does your state or region have a NG9-1-1 migration plan?
- When will they be ready to cutover?
- Who are the vendors supplying the network and NGCS?
- Are my call handling and CAD solutions compatible with the NGCS or will it be at implementation?
- Will I need a hardware replacement or a software upgrade only?
- Each state has a unique set of rules that PSAPs/ECCs must adhere to. Contact your state 9-1-1 administrators’ office to confirm your area’s requirements. For more information, visit the NASNA site or the National Conference of State Legislators 9-1-1 database.
When should agencies contact Zetron?
Agencies should contact Zetron early in the planning process, especially if their state or region is preparing for NG9-1-1 migration or if they need to understand potential call handling and CAD readiness considerations.
Explore your agency’s NG9-1-1 readiness
Get your NG9-1-1 Readiness Score
The assessment helps you understand where your agency is today and highlights the operational, technical, and infrastructure considerations that may influence your next phase of modernization.
PSAP of the Future
NG9-1-1 solutions provide innovative features to help telecommunicators navigate new complexities as the world and technology change. Watch this PSAP of the Future video to see how emerging tech is helping public safety teams respond faster and arrive smarter.
Explore Command & Control Solutions
As an end-to-end solution provider, Zetron understands the challenges PSAPs face. It’s no longer just voice calls, there’s so much more that’s involved in emergency response. Our solutions are designed to more accurately and quickly reduce time to respond to emergency requests.
