Over the past decade, people have moved from relying on landline phones to using mobile devices, text messages, voice messages, and more. As the critical lifeline between communities and emergency responders, legacy 911 systems have not allowed PSAPs to keep up.

The nationwide transition to Next Generation 911 is designed to change that. Upgrading your PSAP to IP-based Next Gen will bring faster, more accessible, more accurate, and more flexible emergency response capabilities to your community. Upgrading your PSAP is not just about new equipment, it’s about future-proofing your ability to save lives.

Why Upgrade Your PSAP to Next Gen?

1. NG911 Multimedia Capabilities

Next Generation 911 technology can process text messages, images, and video from connected devices, offering the caller multiple ways to communicate with 911 calltakers, This capability also gives emergency services real-time information before arriving on the scene. First responders then arrive more prepared to the scene and provide quicker lifesaving services.

2. Greater Location Accuracy

The IP-based Next Gen technology is able to process advanced geolocation pinpoints of mobile devices, even when using them indoors, in dense urban areas, or rural environments. If a caller doesn’t know or can’t give their location when asked by a dispatcher, NG911 will give them more accurate information so they’ll still be able to tell the caller that first responders are on their way.

3. Unmatched Network Resilience

No more busy signals. The Next Generation 911 infrastructure is built for uninterrupted service. Even if one PSAP has an outage, dynamic routing automatically directs the call to a different PSAP. The upgrade to Next Gen means ongoing service during outages, disasters, or cyberattacks.

4. Interoperability

NG911 follows NENA i3 standards. This framework allows PSAPs, neighboring agencies, and mutual aid partners to share calls, multimedia, and incident data instantly and without compatibility issues. This means faster coordination during emergencies, more efficient resource allocation, and improved emergency outcomes all around.

Key Considerations Before You Begin The Upgrade to Next Gen

1. Begin a Technical Readiness Assessment

Start by reviewing your call-handling system. Next, move to your network infrastructure and current cybersecurity setup. Create a map of your PSAP for your NG911 vendor to review and assess your current operating status and the best path toward Next Generation 911.

2. Gather Cybersecurity Requirements

With more data and connectivity comes more risk. NG911 requires robust perimeter defenses, encryption, intrusion detection, and continuous monitoring. Keep this in mind as you continue to develop your plan to upgrade your PSAP to Next Gen 911.

3. Critical ESInet Integration

The ESInet is the highway for the delivery of Next Generation Core Services. It will support routing, delivering, and managing calls. Ensure your ESInet partner meets i3 compliance standards and can scale as you need.

4. Necessary Staff Training

New capabilities mean new workflows for your staff. Dispatchers and supervisors will need training to handle multimedia, leverage location tools, and manage data effectively. The more they know, the more efficient they will work.

Funding Your Upgrade to Next Generation 911

Funding is one of the most common hurdles to upgrading your PSAP to Next Gen. A few funding options include:

Federal Grants – Apply for federal NG911 grant programs and National Telecommunications and Information Administration (NTIA) opportunities.

State and Local Allocations – Review 911 surcharges, municipal budgets, and state-level NG911 initiatives for additional sources of funding.

Cost-Sharing Models – Collaboration can be key. Regional partnerships or multi-agency ESInet deployments could support shared expenses.

Synergem’s Role in Your Upgrade to Next Gen

At Synergem, we specialize in end-to-end Next Generation 911 solutions. Take a look at our suite of Next Generation Core Services and case studies of successful NG911 deployments.

Upgrading your PSAP to NG911 is an investment for your PSAP and the community. The process may feel complex, but with the right partner, your transition can be strategic, cost-effective, and seamless. Contact Synergem to discuss your PSAPs readiness and start your upgrade to NG911 today.