SAFECOM and NCSWIC Develop Preparing for Technological Transformation in Emergency Communications Centers


Author: Joshua Black, Cybersecurity and Infrastructure Security Agency (CISA), Joint SAFECOM/NCSWIC Next Generation 911 (NG911) Working Group Lead

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Emerging and established technological developments and the evolving 911 environment have changed the way telecommunicators handle emergency and non-emergency calls. The changes across the 911 landscape, including new technology, have required emergency communications centers (ECCs) to modify their operations while also supporting their staff with their growing roles.

CISA, SAFECOM, and the National Council of Statewide Interoperability Coordinators (NCSWIC) developed the Preparing for Technological Transformation in ECCs (.pdf, 1.01MB) document to highlight how ECCs can use emerging tools and technologies, such as artificial intelligence (AI), remote dispatching, and integrated cloud technologies, to supplement staffing, enhance data sharing, and improve delivery of critical emergency services. This document is useful for ECCs in all phases of transition to NG911.

Stakeholders are encouraged to share this document with their colleagues. For questions about the document, please contact or visit for additional SAFECOM and NCSWIC NG911 resources. You can also follow CISA on Twitter, Facebook, Instagram, and LinkedIn.