Arizona rolls out 911 emergency response system upgrade NG-9-1-1
Emergency response systems in Arizona are entering a new era with the implementation of Next Generation 9-1-1, or NG9-1-1, technology.
Designed to address the limitations of the decades-old 911 system, NG9-1-1 represents a major step forward in how emergencies are reported and managed. With a rapidly growing population and increasing reliance on mobile technology, Arizona’s public safety infrastructure needed to evolve.
This upgrade promised to enhance emergency response by allowing dispatchers to receive texts, videos, photos and real-time location data, all of which were impossible with the older system. With this advanced technology, residents can expect faster, more accurate and more effective emergency services designed to meet the demands of a modern, mobile world.
But what exactly is NG9-1-1, and why does it matter?
What Is Next Generation 9-1-1?
The current 911 system was built decades ago for a landline-dominated world. Today, with smartphones, video calling, and GPS-enabled devices, the demands on emergency services have changed dramatically.
NG9-1-1 supports not just voice calls but also text messages, photos, videos and real-time location data. This capability means first responders can receive crucial information faster and more accurately, saving precious time in emergencies.
Why does Arizona need Next Generation 9-1-1?
Despite its rapidly growing population, Arizona currently spends far less on 911 services per capita than comparable states. At just $2.26 per person, Arizona lags behind states that allocate $30 to $40 per person. Many areas in Arizona still lack Enhanced 9-1-1 (E9-1-1) services, which provide caller location data — a critical feature in emergencies. Transitioning to NG9-1-1 will not only modernize these outdated systems but also ensure underserved communities have access to life-saving technology.
The new NG9-1-1 system brings groundbreaking capabilities. It can pinpoint the location of a cell phone caller within three feet and track their movements. The Arizona Department of Administration 9-1-1 Program explained that “The new Next Gen 9-1-1 system enables dispatchers to track real-time location data, like when a person calls 9-1-1 from a remote area. Dispatchers will be able to pinpoint the caller’s exact location, track them if they are moving, and direct emergency responders quickly.”
Greg Denton, Arizona’s 9-1-1 program administrator, said NG9-1-1 introduces “system resiliency through diverse and redundant connectivity that allows 9-1-1 calls several routes to reach the correct 9-1-1 dispatch center.” This ensures that calls are processed quickly even in high-demand situations. He also highlighted features like automatic abandon callback (AAC), which “automatically calls back any 9-1-1 hang-ups, allowing dispatchers to stay focused on incoming calls.”
Additionally, dispatchers can now send 911 callers a link to stream live video directly from their phones. This feature allows first responders to assess situations more effectively, whether it’s a medical emergency, a lost hiker in the desert or a crime scene. According to Denton, “This platform can be beneficial to assist 9-1-1 dispatch centers in securing emergency site data and better preparing on-scene first responders.”
How will NG9-1-1 be rolled out across Arizona?
The NG9-1-1 system is already operational in 75 dispatch centers across Arizona, with the remaining three — Phoenix Fire, Phoenix Police and Chandler Police — scheduled to transition soon. The program has been in development for two years, led by the state’s Department of Administration.
Arizona is one of the first states to adopt this system statewide, joining Montana, Ohio and New Mexico.
How will NG9-1-1 be paid for?
The implementation of NG9-1-1 is funded through a $0.20 monthly fee on phone bills and federal grants.
“The state will continue to evaluate the $0.20 fee in correlation with future NG9-1-1 system costs, technology advancements, and critical needs,” Denton said.
To address concerns about the fee, Denton said, “Currently, our state has the lowest 911 tax or service fee rate in the nation. Increases in this fee would be a decision for state policymakers.”
How will Arizona bridge the technology gap in remote, tribal areas?
One challenge in rolling out NG9-1-1 statewide has been providing service to remote and tribal areas. Denton said, “There are several land areas within Arizona that are not NG9-1-1 compatible with GIS boundary technology as a result of infrastructure needs and GIS data challenges.” Efforts are ongoing to work with tribal leaders to bring NG9-1-1 capabilities to these areas.
(The story was updated to add new information.)
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