5 Mistakes to Avoid When Upgrading to NG911: A Guide For PSAPs
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3 minute read
Upgrading to NG911 is no longer a technical decision. It’s become a mission critical upgrade that will impact the way PSAPs handle emergencies, support 911 call dispatchers, and coordination with first responders moving forward. As the nationwide upgrade to IP-based Next Generation 911 systems continues, PSAPs are feeling the pressure to modernize. However, rushing and poor planning can be a costly disruption. We’ve seen it. To help you navigate upgrading to NG911 confidently, we’ve put together a list of the most common mistakes we have seen PSAPs make, and how to stay ahead of them.
We understand that pressure is mounting, and it is tempting to pick a vendor quickly, especially the one offering the lower price, faster implementation, and an easy upgrade. The very first thing to confirm is NENA i3 compliance. Your NG911 vendor needs to be compliant with the latest NENA i3 standards or your PSAP will not be fully interoperable, future-ready, or eligible for federal funding or support. You’ll risk delays, integration issues, and possibly costly rework down the line.
You’ll also want to explore their experience. If a PSAP next gen vendor lacks integration experience, it can lead to major setbacks, incompatibility with existing systems, or weak cybersecurity that derail your deployment.
What to do instead:
Prioritize a partner with a track record in NG911 deployments, a robust understanding of standards, and a scalable, future-proof platform. At Synergem Technologies, our SynergemNET™ suite is designed to meet the evolving demands of modern PSAPs with compliance, reliability, and support built in. In addition, check out the list of questions we’ve put together for you to ask when selecting your Next Gen vendor when upgrading to NG911.
Without fail, legacy systems are complex, and one of the most overlooked challenges when upgrading is the difficulty of integrating NG911 or retiring legacy systems. The reality is that old 911 frameworks and call-routing processes do not always fit neatly with NG911. The mismatches can create friction, outages, or data loss.
What to do instead:
A full system audit is the way to start this process. What needs to be replaced, reconfigured, or phased out? Search out the vendors that can help bridge the gaps between your legacy tech and the modern NG911 architecture.
While the technology has to be compliant and usable, the people who use the system, your telecommunicators, supervisors, and support staff, are the ones who will feel the impact directly. Don’t forget about their needs in the process. If you fail to involve end-users in planning, training, and testing, you may experience confusion, lost productivity, and frustration as your new system deploys.
What to do instead:
Engage your team early and often. Assess your PSAP, conduct workflow analysis, offer hands-on training, and gather feedback during and after deployment. A user-centered approach builds trust, speeds up adoption, and reduces errors in high-stress situations.
Upgrading to NG911 introduces new capabilities as well as new vulnerabilities. While legacy systems relied on closed systems, NG911 operates over IP-based infrastructure that is more exposed. Threats like ransomware and data breaches are real concerns that if overlooked can cause major, costly issues down the road.
What to do instead:
Simply include cybersecurity planning from the start. Vendors that implement end-to-end encryption, multi-layers authentication, secure hosting environments, and ongoing monitoring are a must. Protecting your PSAP and emergency callers is a foundational element of the upgrading to NG911 not to be ignored.
We’ve seen PSAPs wait, and it’s risky. When your hand is forced, after a system failure, funding deadline approaches, or regulatory changes happen, decisions become rushed, there are holes in training. Oftentimes delaying results in operational downtime and costly fixes.
What to do instead:
Start planning now. Research funding opportunities, and contact an experienced NG911 vendor. When you take a proactive approach, you are in control of timing, cost, and impact.
Upgrading to NG911 is one of the most important decisions a PSAP can make this decade. When done right, it enhances public safety, empowers telecommunicators, and strengthens emergency response, and saves lives.
Synergem Technologies has helped PSAPs across the country navigate the upgrade to NG911. We work with their teams to provide confidence and clarity as we understand what’s at stake. We are here to help you avoid these common mistakes that can slow progress and compromise safety.
Contact us today to talk to one of our NG911 experts and start your upgrade today.