NG911 is Revolutionizing the Public Safety Landscape

Welcoming Feature Rich Emergency Communication

The concept of a nationwide emergency telephone number has deep roots with it beginning in 1957. The National Association of Fire Chiefs recommended a single number be used for reporting fires. However, it was not until ten years later in 1967 when the President’s Commission on Law Enforcement and Administration of Justice recommended that a single, universal number be established for reporting all types of emergency situations nationwide. The FCC and AT&T met, resulting in the establishment of 9-1-1 as the emergency code throughout the United States. On February 16, 1968, the first 9-1-1 call was completed by Senator Rankin Fite in Haleyville, Alabama at a PSAP (public safety answering point) still in operation. Today 9-1-1 covers 96% of the geographic United States, and it is also the emergency number used in Canada. Over the years as technology has advanced, so has the need for a more robust and efficient system, which has resulted in Next Generation 911 (NG911).

Defining NG911

NG911 is a digital, internet protocol (IP) based system. It has been replacing analog technology that is used in PSAPs across the United States. Next Generation 911 connects public and private networks, including not only public switched telephone networks (landlines), but also wireless and mobile phone networks. Unlike its predecessor, PSAPs with NG911 technology receive and process richer, more detailed data. Dispatchers acquire critical information via voice calls as well as from text messages, photos, and video.

Five Features and Benefits of NG911 Technology

Thanks to NG911’s many features, agencies experience a variety of benefits including:

•  Share Information Across Multiple Agencies and Centers
  Natural disasters are on the rise in the United States, with 2023 experiencing the most billion dollar catastrophes of any year to date. NG911 systems ensure that PSAPs do not experience call overload during these critical events. Instead, calls, texts, and other data are re-routed to different dispatch centers. This system also enables E911 dispatchers to share data with first responders and other agencies and jurisdictions, resulting in better emergency service coordination.
• Improve Caller Location Accuracy
  According to recent data from NENA, an estimated 240 million 911 calls are made in the U.S. each year, with 80% from wireless devices. Location accuracy can be an issue in urban areas, and even more so in rural environments. In rural locations, there are fewer landmarks and defining addresses can be a challenge. If someone calls from a wireless device, NG911 utilizes various technologies to determine the caller’s location more accurately, even if he/she is in a moving vehicle. These technologies include:
• Geospatial Routing: A NG911 system utilizes geospatial routing to direct emergency calls to the appropriate PSAP. Geospatial routing uses geographic coordinates and other location data obtained from Geographic Information System (GIS) technology. GIS includes a mapping system that visualizes and understands different types of data from a geographic perspective.
• GPS and Wi-Fi: A caller’s location can be better pinpointed using GPS and Wi-Fi technologies. GPS (global positioning system) is built into NG911 systems, allowing first responders to better pinpoint a cell phone caller’s location. While Wi-Fi technology is utilized to refine a caller’s location when GPS signals may be weak. In urban areas, GPS signals can be negatively impacted by numerous tall buildings. However, in rural locations mountains, dense forests, and/or valleys can affect accuracy.
• Support Text Messages
  According to the National Deaf Center, approximately 3.6 percent or 11 million people in the United States are deaf or hard of hearing. In addition, in 2025 the United States has reached its peak of Peak 65 with 11,400 baby boomers turning 65 every day. These demographics amplify the need for text messaging, which NG911 supports. Those who are deaf or have serious difficulty hearing can directly text E911 dispatchers when an issue arises.
•  Provide Better Situational Awareness
  Situational awareness is critical during many different types of emergencies, from major natural disasters, such as hurricanes and earthquakes, to active shooter scenarios. With NG911, public safety professionals can receive vital information thanks to the transmission of real-time photos, and audio and video clips. This enhanced data not only improves the safety of police officers and fire fighters, but also results in making better decision making as well as outcomes.
• Enhance Cybersecurity
  PSAPs are becoming increasingly targeted by cyber criminals. However, NG911 technology addresses this issue with enhanced cybersecurity measures. Encryption and authentication protocols protect sensitive information that is transmitted between callers, responders, and E911 dispatchers. In addition, NG911 helps to prevent unauthorized access thanks to strict user access controls and monitoring of crucial emergency systems.

NG911 Implementations

In 2000, NENA (National Emergency Number Association) was the first to identify the need for NG911, along with the U.S. Department of Transportation (DOT). Both played a key role in its development, with activities beginning in 2003. Today there are approximately 6,100 primary and secondary PSAPs across the United States, with 500 plus in Texas alone. According to an April 2024 Congressional Research Service report, more than 40 states have begun to adopt NG911. However, as of mid-2024, approximately 50% of 911 call centers in the United States still cannot accept text messages. And many PSAPs are still in the early stages of implementation. However, others, such as those in Arizona (78 centers) and Tennessee (134 centers), have established NG911 statewide. Of course, it usually is easier for states with fewer centers to upgrade their technology statewide.

Next Steps for NG911

NG911’s roadmap focuses on both expansion and ongoing innovation to keep up with the quickly evolving world of technology. Artificial Intelligence (AI) is making a big impact in PSAPs across the country and will continue to do so as centers deal with staffing shortages. It will act as an extension of today’s workforce and transform NG911 for the better. 5G technology is also enhancing NG911 systems with its higher bandwidth and increased data speeds. These capabilities are particularly important for sharing video. 5G is still gaining traction, but according to IDTechEx, 6G is expected to launch any time between 2028 and 2030. 6G technology will expand ubiquitous connectivity and AI usage. Finally, besides the NG911 technical goals, the FCC and the NHTSA continue to advocate for nationwide adoption, ensuring all PSAPs will be able to handle next-generation capabilities soon.

Conclusion

NG911 technology has yet to be deployed in every PSAP across the United States. However, its future remains bright with new technologies on the horizon and support from key organizations. Those centers that have not implemented this technology yet need to stay the course and learn from the fast followers who have experienced success.

As centers upgrade their systems to NG911, it is the perfect time to invest in new headsets from Secure Headset Group™. Many PSAPs across the country already use our trusted headsets every day. We welcome the opportunity to discuss your communication needs. Please feel free to call us at 800-827-9715 or send us an email at contact@secureheadsets.com.