Common Questions NG911 Stakeholders Ask About the ESInet
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4 minute read
Imagine a scenario where a 911 call center is dealing with a large-scale crisis like a wildfire or a hurricane. The phones are ringing nonstop with an influx of people in need of urgent help. The call-takers are trying to coordinate with nearby counties to respond to everyone, but are facing challenges with legacy technology that can’t share video or text. It’s a scenario that can be resolved with an ESInet (emergency services IP network), an IP-based method of communication. This is the framework that the next generation 911 (NG911) services are built on. It promises faster, smarter, and more connected emergency services to ensure every call is answered and every emergency is handled quickly and efficiently.
So, why haven’t all call centers upgraded? There are a handful of questions and misconceptions that keep popping up, making stakeholders unsure about moving forward. To help clear things up, our team of NG911 experts has gathered some of the most common commonly asked questions from NG911 stakeholders.
Our team has heard this numerous times from different stakeholders and, sure, we will admit the upfront costs can seem daunting. But, the reality is ESInet isn’t just for large jurisdictions. In fact, it’s often cheaper in the long run than sticking with legacy systems – which soon won’t be an option as they’re becoming obsolete. Legacy systems will not be serviced for much longer so the transition has to happen & it has to happen soon. The solution? ESInet! It can be scaled to fit any size of company from rural outputs to bustling cities thanks to cost-sharing models and federal grants.
In fact, Vermont is an example of one area that recently rolled out a statewide ESInet with the help from federal funding, proving small regions can make it work without breaking the bank. Mississippi also has a similar story. After initial investment, they’ve cut costs by simplifying network management. They also have plans to implement statewide improvements to their emergency communication systems thanks to federal funding. What’s our point? With smart planning, the ESInet’s long-term savings and flexibility make it a great option for jurisdictions of all sizes.
A lot of key stakeholders feel the ESInet is more of a “want” than a “need”, but this is far from the truth. As mentioned above, legacy systems are coming to the end of life as they’re no longer being serviced. Additionally, legacy systems have a difficult time handling multimedia like texts or videos. Therefore, making it more difficult to communicate with neighboring jurisdictions. ESInet fixes that as it handles everything from voice to live video feeds while connecting PSAPs easily.
Think back to Hurricane Harvey in 2017 when Texas call centers were drowning in 911 calls. They were unable to share data as quickly as calls were coming in with the legacy technology (FEMA After-Action Report). The ESInet could’ve changed that story. In fact, it already has in Harris County, Texas where PSAPs are using ESInet to grab texts and crash-scene photos to help speed up responses. You can see – it’s not a luxury, it’s the foundation for modern 911.
The thought of updating an entire 911 system sounds like it would be a headache – complicated, slow, or potentially cause downtime. In truth, ESInet updates can proceed smoothly and quickly with the right approach. A professional, educated team of NG911 experts ensures updates occur in phased transitions. This approach keeps the system operational while implementing upgrades. Additionally, using NENA i3-compliant vendors guarantees the job finishes correctly on the first attempt. Indiana recently did just that and phased their ESInet update across 91 counties without skipping a beat thanks to proper planning.
Stakeholders are split on this. Some say ESInet is guaranteed to never have downtime but others worry it’s a security risk because it’s online. Neither is completely true. ESInet definitely boosts reliability thanks to things like geo-diverse routing but it’s not invincible. There’s always the possibility that hardware issues or cyberattacks can happen, but there are ways to mitigate this risk. Our experts have gone into great detail on the importance of cybersecurity and how PSAPs can take preventative measures to reduce any risk of an attack. California is a great example of how ESInet can lock data down tight by following encryption processes and NIST-grade standards. All in all, ESInet is more reliable and secure than legacy systems but they require proactive care.
Some PSAPs worry that ESInet’s automation will replace operators, but our experts can confirm there is no need to panic. ESInet is a tool, not a takeover. In fact, it supports operators by providing them better information through video, text, etc. For example, in Tampa they use live video to assess emergencies. They also give first responders a better overall assessment before arriving on the scene. But humans stay in the driver’s seat because no machine can make a judgement call or show compassion when taking a call. Overall, ESInet makes the job sharper, not obsolete.
To recap, ESInet doesn’t have to be a financial burden or complicated when using the right partner and processes. It’s not a luxury but rather a necessity for today’s emergencies. With a little proactive support, it is secure and reliable, works for any community, and supports operators – not replacing them. The bottom line? ESInet is the foundation for safer, smarter 911 systems. If you’re ready to ditch the myths and see how we can help your community, talk to our team of experts today. We know how to make ESInet work for you because when seconds count, the truth matters – and so does the technology.