Next-Generation 911

State IT Innovation of the Year

The North Carolina 911 Board has modernized the state’s 911 system so everyone in the state can quickly reach emergency services regardless of location or communications technology. All 124 public safety answering points that receive board funding are now part of the state’s next-generation 911 network. In November 2018, Durham, North Carolina, 911 became the first in the nation to join NG911. Using a managed IP network called AT&T ESInet, NG911 securely routes landline and cell calls and text messages to the appropriate call center based on location. Every center on the network can serve as a backup for others. The Network Monitoring and Assistance Center is the nation’s first to continuously monitor the statewide network. NG911’s resiliency and redundancy were proven during Hurricane Helene as 19 answering points in the western part of the state rerouted calls to 23 answering points across the state. There were no reports of 911 calls not being delivered. Between Sept. 26-28 last year, telecommunicators answered nearly 90,000 calls statewide, 55% more than the year prior.