Getting to Next Generation 9-1-1 (NG911) is a tall order and one in which we can’t lose functionality. We must add capabilities to support new devices, and we must be flexible to accommodate new data including text, images and video. A tall order.
Don’t get me wrong – the benefits for all of us, from call takers to administrators to first responders and citizens, of course, will be tremendous.
We, as citizens, will be able to request help from 9-1-1 in so many quick and easy ways. And Public Safety Answering Points (PSAPs) will have more information than ever to make the best decisions and provide the best response. But while we focus on when and how we’ll implement networks and enable connectivity, and worry about all of the things that are to come, we’re overlooking the most critical impact of NG9-1-1 – the impact it will have on our call takers’ experience, and what that means to the speed and accuracy of their responses.