EMERGENCY CONTACT CENTERS
But the current state of 911 infrastructure remains deeply dependent on outdated technology. Many systems continue to rely on hardwired telephone networks first designed in the 1900s: which create severe limitations in the ability to transmit modern data to public safety organizations.
These legacy systems, originally designed for landline communication, are largely incompatible with contemporary communication technologies and cannot effectively handle modern communication methods.
The disconnect between modern communication methods and legacy systems grows more pronounced each day. While most 911 systems still operate on infrastructure designed for landline phones, approximately 80 % of emergency calls now originate from mobile devices, according to the National Emergency Number Association( NENA).
This technological gap means that most emergency communication centers cannot effectively utilize the valuable metadata generated by and found on smart devices. Critical information that could provide context, location accuracy, and additional situational awareness remains untapped.
The impact on public safety response times and effectiveness is significant. Legacy systems inherently limit information sharing formats and speed, creating delays in emergency responses as well as challenges when information must be transferred to other 911 jurisdictions. Especially those that have deployed more advanced, digitally based infrastructure.
ENSURING NG911 SECURITY
As with any other digitized network, bad actors will seek to take advantage of unprotected critical systems. PSAPs provide enticing targets for a vast range of criminals and their crimes including extortion( such as through ransomware) and terrorism.
When proper security measures are implemented, such as firewalls, encryption, and multifactor authentication, the biggest cybersecurity risk to NG911 networks and PSAPs is then their people, through vectors like social engineering.
In anticipation and response, it’ s essential for PSAPS to train staff on identifying and avoiding common threats to reduce opportunities for breaches and avoid costly mistakes. They should also perform thorough background checks on prospective new hires and call handlers to remove the risk of employing people with criminal records or other factors that could be leveraged to gain unauthorized access to 911 systems.
BEYOND REGULATORY COMPLIANCE REQUIREMENTS, THE PUBLIC SAFETY BENEFITS AND OPERATIONAL ADVANTAGES MAKE MODERNIZATION ESSENTIAL.
Legacy systems also create problems for wireless calls, as location accuracy challenges with cell tower-based routing can lead to misrouted calls and delayed responses. The need for manual information gathering as a result of leveraging outdated systems further compounds these challenges, negatively affecting critical response times when every second counts.
The technological components of NG911 are sophisticated yet standardized to enable efficient information sharing and communication. Session-Initiated Protocol( SIP) formatting ensures consistent communication protocols, while i3 standards guarantee interoperability across systems. IP-based data transmission and advanced routing systems enable faster and more reliable emergency communication.
These professionals have worked hard to optimize public safety operations, despite their dependence on outdated systems. They are understandably wary of the unseen impacts new infrastructure might present.
Fear of increased complexity and system reliability worries can create hesitation. There are also training requirements and operational disruption concerns that must be carefully addressed in the implementation process.
Budget and resource allocation challenges present significant hurdles. Infrastructure investment requirements and ongoing maintenance costs must be balanced against available resources. As such, the need for federal funding support remains a crucial factor in successful implementation.
OVERCOMING INSTITUTIONAL RESISTANCE
But resistance to complex systems often stems from legitimate concerns: in the case of NG911, these concerns often come from 911 authorities and PSAP managers.
Network infrastructure considerations also require careful planning from both PSAPs and carriers, although carriers are ultimately responsible for network updates and operability assurance. Here’ s where:
24 CONTACT CENTER PIPELINE