Implementing NG911: What you need and what you need to know

The world is changing, and emergency communications centers are changing, too. As technology evolves, next-generation computer-aided dispatch (CAD) tools are opening new lines of communication between the public and comms centers. In the United States, public safety agencies are gradually working toward implementing Next Generation 911. Though only available in a handful of states, more than half are actively making the necessary architectural and staff changes necessary for NG911. What is NG911? From a layman’s perspective, NG911 will make cities smarter and safer by enabling citizens to report incidents or request help. IP-based systems will allow call-takers to easily communicate with – and also locate – a caller in distress. Most importantly, NG911 moves the phone backbone of 911 from old-fashioned legacy technology to an advanced system that dramatically improves both the capability of 911 and its resilience. Here are some other benefits:

• Call handling: NG911 will enable call-takers to view caller location information from multiple calls simultaneously, allowing them to prioritize calls. For example, if there’s a car crash, four or five people might call from that exact location with the same information. Calls about an unrelated emergency at a different location could then take precedence.
• Data management: Modern CAD systems can be integrated with records management systems to help call-takers manage a deluge of data, including recorded messages, texts, chat, photos, and video.
• Sensors: A variety of third-party sensors can immediately inform comms centers about a variety of incidents, from power outages and fires to road flooding. Environmental sensors can detect radiation and biohazards, while on-vehicle sensors can automatically report crashes.

To-do list There are hundreds of activities that must take place before an agency can implement NG911. In the earliest phases, they must ensure they have the right design and framework plans, and the proper governance authorities that can work with state leaders and data providers. Once they’ve established those connections, organizations can focus on planning and developing their NG911 architecture and establishing Emergency Services IP Networks (ESINets) capable of accommodating all forms of data. This requires replacing outdated wire lines with high-bandwidth connections. The architecture of the new system must also be consistent with National Emergency Number Association (NENA) standards. Components and considerations for routing services:

• Border Control Functions (BCF): This protects an ESINet from malicious activity.
• Emergency Services Routing Proxy (ESRP): Where a call is processed and delivered to a comms center or regional ESINet.
• GIS services: Because NG9-1-1 relies heavily on GIS data, agencies should make sure protocols are in place to keep GIS databases updated.
• Location Validation Function (LVF): This validates a caller’s address against the GIS database and ensures it’s in the correct form for responders.
• Emergency Call Routing Function (ECRF): This associates a location with a call destination using GIS data.
• Legacy Network Gateway (LNG): An interconnection component between legacy phone networks and the ESINet.

Essential egress components:

• Next-generation hardware and software solutions: Legacy systems within comms centers will require updates, including gateways to convert NG9-1-1 calls back to a legacy format. Industry-leading solutions work seamlessly with NG911 to deliver richer situational awareness and an innovated user experience (UX) without overwhelming call-takers. Solutions can also be scaled up or down to meet changing needs and extended to the field through a variety of mobile solutions.
• Training: Upgraded or new systems must meet NG911 specifications and functionality, but they are useless without well-trained personnel in place to operate them. Staff should not only be well-versed in the capabilities of NG911, but also the tools and interfaces available within CAD systems.

Conclusion Perhaps the biggest benefit of NG911 will be the system interoperability that comes with sharing technology and data. Many of the standards connected to NG911 support interoperability and should offer a financial benefit and better response capabilities to multiple comms centers across a region and/or state. It should also help public safety agencies with contingency planning, as the flexibility offered by NG911 allows comms centers to work remotely or from other locations in case of an emergency. Implementing NG911 might seem daunting, but making the change will improve service quality, provide lower long-term costs, and make cities smarter and safer. Those benefits aren’t just good for this generation, but for many generations to come. To learn more about how an industry-leading, next-generation solution can transform your comms center, check out HxGN OnCall Dispatch.