New York State lags on next-generation 911 transition, audit shows

A recent audit by the New York State Comptroller’s Office highlighted significant delays in the state’s efforts to upgrade its emergency communication network to next-generation 911, a system designed to enhance emergency response capabilities by allowing the transmission of text messages, images and videos, along with improved call routing and location accuracy.

The audit, published Wednesday, found that the Division of Homeland Security and Emergency Services, the agency responsible for overseeing the transition, has not effectively managed the state’s NG911 plan. The report warns that the delays risk straining the declining 911 infrastructure, especially during natural disasters and other emergencies.

“It has been 7 years since New York State launched the development of the State 911 Plan, and in that span of time, it has progressed no further than the draft stage,” the audit reads. “The prolonged implementation increases the risk of failures in the aging 911 infrastructure, potentially compromising public safety.”

The audit warns that without this guidance, implementing next-generation 911 will be more challenging for counties and ultimately impede progress towards “statewide interoperable communications.”

Out of the 36 counties surveyed in the audit, 61% reported receiving no specific instructions from DHSES or the State Interoperable and Emergency Communication Board regarding NG911 implementation. The audit found that remaining fourteen counties that did receive information, stated the guidance lacked sufficient details on planning and budgeting processes.

The audit urges DHSES to finalize the state’s NG911 plan and monitor counties’ progress. It also recommends the Office of Information Technology Services “strengthen the technical controls” over the systems it reviews.

The Department of Homeland Security and Emergency Services argued that the comptroller’s office misunderstands how NG911 services are delivered through the state, many of which, are “out of the Division’s control.”

“The Division’s authority is limited to providing coordination and assistance through the Office of Interoperable and Emergency Coordination,” DHSES’ response reads. “The publication of the the State 911 Plan will help provide a roadmap for how the State will assist counties in connecting with other counties, however the State’s role in establishing this network is all predicated on county PSAPs upgrading their technology in the first instance.”

The Office of Information Technology Services said it will respond to the audit privately.

The comptroller’s audit also claims that New York City, which handles roughly nine million emergency calls annually, has made more headway, and aims to complete its NG911 transition by the end of the year.