Thanks to changes in wireless location acquisition technolo- gies and GIS mapping, the exact location of the crash can be provided to police, fire, and EMS so they know which exit ramp or on-ramp is the closest.
not widely available. Although the basic enabling technology is in place, Fournier estimates it could take years to establish the required standards and protocols for securely transferring such rich digital data from the public over the network. BUMPS IN THE ROAD As with any major change, the transi- tion to NG911 can have its challenges. InMassachusetts, some of the initial challenges included adapting to the new technology and getting all telecom- municators prepared for the transition. Training has also been a key part of the Massachusetts upgrade. NG911 officials were tasked with training 5,200 call takers and dispatchers, which was no small feat. “We also continue to train new hires on top of that number,” says Fournier. Some of the ongoing challenges include adapting to technology upgrades. “The new system receives new updates much more frequently than the legacy system,” says Fournier, “So implement- ing the changes efficiently is crucial.” Overall the state’s implementation strategy called for careful planning and taking things slowly, which has led to its success. n
our dispatchers to pinpoint the accident scene and dispatch emergency resourc- es within seconds.” According to Heagney, the same is true with Route 95, which intersects with U.S. Route 1 and I-295 within Attleboro. “Route 95 runs through our city and is a major contributor of our most serious motor vehicle crashes. Response time to these horrific crashes is vital.” Many times, callers are unable to provide a specific location or cannot articulate which exit ramp or on-ramp they are closest to. Thanks to changes in wireless location acquisition tech- nologies and GIS mapping, the exact location of the crash can be provided to police, fire, and EMS so they know which exit ramp or on-ramp is the clos- est. The data coming in to the PSAPs eliminates guesswork. Despite great strides over the past few years, the full potential of NG911 in Massachusetts won’t be realized until PSAPs can receive and share video, photos and rich digital data from the public. According to Fournier, this functionality is currently being tested in the state in a lab environment, but is
“Today, with the introduction of NG911, if cell phone callers are within our com- munity, they are automatically trans- ferred to our PSAP. This has absolutely improved our response times to emer- gencies and allows for more accurate vetting of the emergency nature of the call,” notes Heagney. There are many success stories due to better location accuracy and improved response times. “I have personally observed a call where a person was suf- fering from a heart attack and called 911 from his cell phone,” says Heagney. “The NG911 systemmapped his loca- tion and the dispatchers were able to initiate a rapid ambulance response without a long vetting process to deter- mine his location.” Heagney also cites specific success relating to two large transportation corridors that traverse the city of Attle- boro: Route 1 and Route 1A, a segment of which runs along the Rhode Island border. Both highways are major hot spots for motor vehicle crashes. “Many of these crashes involve out-of- state drivers who are not familiar with the area,” says Heagney. “NG911 allows
FOURNIER OFFERS THESE FOUR MAJOR PIECES OF ADVICE TO STATES PREPARING FOR THEIR NG911 UPGRADE Test the system through pilot programs and in realistic settings to detect flaws. Invest in extensive training. Hire an independent security vendor to perform a scan or evaluate the security of the NG911 system. Implement an effective change management process. For more information onMassachusetts’ NG911 efforts, check: https://www.mass.gov/service-details/next-generation-911 1 2 3 4
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