However, many 911 centers (also known as Public Safety Answering Points or PSAPs) continue to use legacy telephone technologies that can receive 911 voice calls, but cannot accept data (e.g., text, photos). Next Generation 911 (NG911) technologies offer callers the ability to either call 911 or send data (e.g., text, photos, or video) to PSAPs. NG911 technologies offer PSAPs the ability to accept data, share data with first responders, provide accurate location information, interconnect with other centers, and re-route calls during emergencies. There is general consensus that PSAPs should migrate to NG911; however, the migration will be costly and complex, and will require coordination between state and local 911 agencies and telecommunication providers. NG911 technologies are expected to change the way 911 systems operate and interoperate. Fire safety organizations argued that a single nationwide number for people to call during fires would reduce response times and save lives. Since then, 911 services have expanded to nearly every jurisdiction in the nation, covering most of the United States. While 911 is the nationwide number to call for emergencies, there is not one nationwide 911 network; the nation's 911 network includes 5,783 separate state and local PSAPs, each of which is operated by a different entity and serves a specific area, typically a county. When a person dials 911, a telecommunications provider (e.g., telephone company, wireless provider) routes the call over a dedicated line to the appropriate PSAP; the PSAP receives calls through its phone systems, and uses computer software to manage 911 caller information (e.g., phone number, location) and to dispatch public safety (e.g., police, fire) to the scene; public safety agencies receive information from the PSAP through computer-aided dispatch systems. Progress has been made; however, there are disparities in services across jurisdictions. No 911 Services

In some areas of the nation, people do not have access to traditional 911 services. Basic 911 Services

Some localities are limited to Basic 911 services. In these jurisdictions, the call is connected to a PSAP, but the call-taker may not receive the phone number or location of the caller; the call-taker may need to ask the caller for their exact location, delaying the response. Most PSAPs can receive location information for both landline and wireless callers. Next Generation 911 Services (NG911)

Some areas have begun to implement NG911. NG911 systems use Internet Protocol (IP) based technologies to deliver and process calls. NG911 systems include Emergency Services Internet Protocol network (ESInet), IP-based software services and applications, databases, and data management processes that interconnect to PSAP equipment. There is consensus that upgrades to 911 systems are needed to ensure 911 systems are compatible with modern devices. However, the adoption of NG911 may change the structure of the nation's 911 system from a system of individual PSAPs to one of interconnected PSAPs, and drive the need for national policies to ensure 911 systems are compatible, interoperable, and secure. A key issue for Congress may be determining the level of federal involvement in the deployment of the NG911 and the development of policies (governance, funding, and technology policies) that support the deployment without infringing on state and local authorities over 911 services. While the FCC has been able to drive improvements to private telecommunication network through its rulemaking authority, the ICO has relied on grants to drive improvements to state and local 911 systems. In most states, 911 fees are used to support current 911 operations; some states have diverted a portion of their 911 fees for other purposes. Interoperability

The adoption of NG911 technologies will enable PSAPs to interconnect, changing the structure of the nation's 911 system from a set of disconnected state and local PSAPs to a nationwide system of connected PSAPs. For example, to achieve the benefits of an interconnected system, PSAPs will need to use standards-based technology that will ensure interoperability.
In 2018, Congress and 911 advocates celebrated the 50th anniversary of the first 911 call. Over the past 50 years, states and localities have adopted 911 as the number to call during emergencies, established 911 centers (also known as Public Safety Answering Points or PSAPs) to receive and manage 911 calls, managed and funded their local PSAPs, and educated the public on 911 use. Today, 911 services are available in most jurisdictions in the United States, people know 911 is the number to call in emergencies, and 911 systems have helped to save lives.
However, there are challenges. In some areas of the nation, people do not have access to traditional 911 services. In other areas, PSAPs use different technologies and cannot interconnect. Additionally, PSAPs are at various stages of upgrade; as a result, 911 services may vary from one jurisdiction to the next. For example, some PSAPs can receive text messages, while others cannot. The variation in service may confuse callers who expect 911 services to be consistent across jurisdictions, and may delay the response.
Further, most PSAPs rely on legacy telephone technologies, adopted decades ago to receive voice calls from landline phones, and the home address associated with the phone number. With 80% of 911 calls now coming from mobile devices (e.g., cell phones), 911 systems have had to be adjusted to accommodate wireless calls and their location information. Telecommunication providers that serve 911 centers have had to configure their systems to route wireless 911 calls to the appropriate PSAP and to transmit the caller's number and location information which, for mobile callers, is a complex task. Similarly, PSAPs have had to adjust their systems to accept 911 calls and location information for wireless callers. While PSAPs can now accept calls from wireless devices, and some location information for wireless callers, most cannot accommodate text messages, photos, or videos—communications that are commonly used by consumers today.
Since 2008, Congress has urged the adoption of Internet Protocol (IP) based systems to improve 911 services. IP-based systems can: accept data communications (e.g., text, photos, videos) to allow those in danger to text 911 when they cannot call; leverage computer-based geolocation applications to accurately locate callers; enable interconnections between PSAPs, allowing PSAPs to re-route calls during emergencies, building redundancies into the nation's 911 system; and interconnect with other public safety systems to enable information-sharing during response. Some states have begun implementing next generation of 911 (NG911) technologies (e.g., installing a basic IP network or Emergency Services Internet Protocol Network (ESInet)); however, funding has been a challenge, and progress has been relatively slow.
There is general consensus that upgrades to 911 systems are needed, and that adoption of NG911 technologies will improve 911 services. However, the implementation is expected to be costly and complex. Both private telecommunication networks and 911 systems will need to be upgraded to achieve the full benefits of NG911 technologies. Further, adoption of NG911 will change the way PSAPs operate and interoperate. PSAPs will be able to accept different types of data, and will need to establish policies and procedures for handling this new information. NG911 will also enable PSAPs to interconnect to form regional 911 systems, and for regional systems to connect to form a single nationwide 911 network. The formation of a single nationwide network may drive the need for new policies related to the governance, funding, interoperability, and security of the nation's 911 centers. An issue for Congress is determining the appropriate level of federal involvement in the implementation and oversight of a nationwide NG911 system that will support the deployment, while still respecting state and local authorities over 911 services.