Next Generation 911 (NG911)

What Is Next Generation 911 (NG911)? 

NG911 is a set of standards and technologies that govern a wide spectrum of the public safety space. That includes NG Core Services that connect people to PSAPs, 911 call handling solutions that put NG communications and data into the hands of operators and finally how those systems share data from CAD, RMS, Mobile, Radio and others. 

NG911 call-taking solutions equip dispatchers to communicate with citizens beyond the phone call through multimedia. In turn, dispatchers and first responders go into the field with greater situational awareness, improving their ability to effectively provide emergency services.  

This technology is built to help public safety professionals overcome the day-to-day challenges of serving the community. Capabilities like faster network communication, data sharing, multimedia communication and advanced caller location technology improve your agency’s ability to improve operations and take life-saving emergency response to the next level.

NG911 Preparedness – What Does It Look Like? 

Most 911 systems were originally built using analog as opposed to digital technologies or Internet Protocol (IP)-based systems. Since the shift to digital systems, what is considered to be NG911 continues to evolve as technology advances and citizens’ needs change.  

NG911 is not a one-and-done effort, but it is a moving target, requiring ongoing, continuous effort. Years ago, text-to-911 was an advanced technology that many agencies weren’t utilizing. Today, organizations are working to incorporate multimedia and advanced data management and sharing capabilities.  

As it relates to video-to-911, there is still much discussion on whether or not receiving video is necessary to help improve tactical dispatch. There is also consideration of the potential impact on dispatchers.  

Does this create an issue where dispatchers can be traumatized by video evidence? Is there more potential for harm than good, or does video provide a necessary value that all agencies need? 

It’s important to understand that NG911 looks different for every state and organization. The National 911 Annual Report shows comprehensive data on progress toward NG911 preparedness and implementation.  

In the 2021 report, states were asked to identify their level of maturity for the category of NG911 core service elements. This includes the functions that manage the process of delivering calls and data between the originating service providers (OSP) to public safety answering points (PSAPs). 

Seven states reported that all PSAPs in their jurisdiction are operating with the NG911 core services. 11 states reported that NG911 core services have been implemented and are currently being utilized for most of their PSAPs within their jurisdiction. The remaining states reported either being in the process of implementation, minimal progress or unknown.  

In addition to the core services elements, the successful implementation of NG911 requires robust geographic information systems (GIS) data that can be seamlessly shared across jurisdictional boundaries.  

GIS data is critical to coordinating emergency response services. This information ensures calls are being routed to the most appropriate 911 center, and that responders have the correct location of a civic address (house number and street name). 

However, GIS data heavily relies on data quality, including accuracy, validity, consistency, timeliness and completeness. Inaccurate and outdated data can cause a delay in a call being routed to a PSAP, which affects the caller in need.  

According to the annual 911 report, 8 states have PSAPs that are using a complete i3 GIS data set and have fully implemented a system to meet or exceed the NG911 standard. While current progress is being made, there is still much work to be done on a national scale. 

The goal of the National 911 Program is to get all local and state agencies up to date with NG911 call-taking solutions to create a universal, interoperable NG911 system that allows agencies nationwide to share GIS data. 

The key takeaway is that NG911 is a journey, and it will look different for each agency. Some PSAPs have determined that technology, like video-to-911, is a necessary resource, while others may not have the current need. 

If you are considering new investments in advanced NG911 call-taking solutions, consider these factors: 

1. Invest in technology that makes sense for your agency.
2. Ensure that your call-taking solution meets the current NG911 standards. 
3. If you’re considering using video, determine if video evidence will help improve tactical dispatch. 
4. Equip your dispatch team with technology that is simplified and useful for their daily operations.

Use this Government NG911 Self-Assessment Tool to identify the current of your organization’s NG911 preparedness. 

We’re Not Just NG911 Ready, We’re NG911 Proven 

Citizens expect that when they dial 9-1-1, someone will be there to answer and send help in their time of need. However, challenges such as communication barriers, locating callers, sharing incident information and dispatching responders can affect your ability to serve your community.  

CentralSquare’s 911 call-handling solution moves beyond a stand-alone application. Our system is a comprehensive solution that exceeds the existing NENA i3 and NG911 standards. 

CentralSquare is developing features that go beyond what is mandated to enhance the everyday experience of a dispatcher.   

Multimedia Communication: Video-to-911 keeps your team informed and gives dispatch more confidence in the decision-making process. Video capabilities provide on-scene situational awareness ahead of the first responders’ arrival.  

Learn more about Next-Generation 911 Call Handling. 

Save Time on Misdials: Dispatchers and call takers recover valuable time by responding to abandoned calls with a customized automatic automated text message instead of phone calls. Abandoned calls are responded to immediately, providing better security for callers who would be endangered by speaking and saving time on callbacks, allowing PSAP staff to carry out other important tasks. 

• Prioritize Response: Communicate more efficiently by sorting and routing calls with Automatic Call Distribution (ACD). PSAPs can handle calls for multiple agencies through pre-recorded greetings, connecting callers to agents who are best suited to resolve their specific emergency.

• Customize Your Experience: A modular screen user interface allows agencies to design their layouts, allowing call flow to support the way they prefer to work with the ability to have multiple monitors and the flexibility of desktop phones with ANI/ALI display. Agencies can bring their advanced mapping into 911 with Esri support. The system is also set up to support advanced analytics and wallboarding, allowing agencies to monitor performance in real-time.

• Caller Location Query (CLQ): Locate wireless callers without a separate application or service. 911 centers can seamlessly send the CLQ hyperlink for the wireless caller to click and return their cell phone coordinates. The technology helps 911 centers send help exactly where it’s needed and locate runaways, kidnapped victims, and callers who cannot speak out loud.