New York's 911 Upgrade Delays Lag Behind National Push for NG911

By: ProHonos Media™ | June 17, 2025

Albany, NY –  A comprehensive audit by the New York State Comptroller's Office has revealed significant delays in the state's transition to Next Generation 911 (NG911), a modern emergency system critical for public safety. As states across the nation advance their adoption of NG911's enhanced features—such as text-to-911, video sharing, and precise GPS location services—New York's sluggish progress raises concerns about its ability to handle emergencies effectively.

The NG911 Technology Gap

NG911 replaces outdated analog 911 systems with an Internet Protocol (IP)-based network, allowing emergency responders to receive multimedia communications including texts, photos, and videos, alongside accurate location data. These capabilities prove vital for situations where voice calls are unsafe, such as domestic violence cases, or when visual information can aid emergency response, like during floods or accidents.

The Comptroller's audit, released June 4, 2025, reveals that New York's Division of Homeland Security and Emergency Services (DHSES) is "years behind schedule on adopting the required transition plans and has fallen short in providing counties with needed guidance." The audit period covered operations from January 2021 through December 2024.

State Response and County Challenges

"The transition to Next Generation 911 is a complex, but vital upgrade that requires close coordination and communication with local counties," said Comptroller Thomas P. DiNapoli. The audit found that DHSES had initially promised the State 911 Plan would be ready by December 2022, but delays, including a three-year suspension during the COVID-19 pandemic, left counties without guidance. The plan was finally released in April 2025, three months after the audit's conclusion.

Of the 36 counties that responded to the auditors' survey, 22 counties (61%) reported they had not received any guidance from DHSES on the NG911 transition. The 14 counties that did receive some guidance indicated it lacked specifics, leaving them uncertain about planning and funding procedures.

Implementation Across New York

New York City, which handles approximately 9 million calls annually, has nearly completed its NG911 transition, representing a notable success story within the state. Several counties have begun implementing specific NG911 features: Albany County has introduced video-sharing capabilities, enabling dispatchers to receive real-time footage such as images of flooded roads. Monroe County, home to Rochester, offers text-to-911 services but lacks video capabilities or advanced GPS features.

However, most rural counties remain dependent on aging infrastructure that is vulnerable to failure during crisis situations, highlighting the urgent need for statewide coordination.

National NG911 Progress

The implementation of NG911 across the United States shows varying levels of progress. Washington State has established infrastructure with plans to begin notifying carriers in May 2025 of their intention to implement Phase 1 of FCC requirements, which mandates carriers connect to Emergency Services IP Networks (ESInet) using fully digital protocols.

In July 2024, the Federal Communications Commission adopted rules requiring originating service providers to take actions to start or continue the transition to NG911 in coordination with 911 Authorities. This regulatory framework aims to accelerate nationwide adoption.

Minnesota's Department of Public Safety continues upgrading Public Safety Answering Points (PSAPs) to NG911 standards, with emphasis on cybersecurity and system resilience. Florida's early adoption efforts date back to pioneering ESInet implementations in select counties, with text-to-911 services now widely available throughout the state.

Financial Investment and Future Outlook

New York has invested over $500 million in 911 upgrades since 2010, with Governor Kathy Hochul securing an additional $85 million in 2024 for NG911 implementation. Despite this significant financial commitment, progress remains fragmented across the state's 62 counties.

Local emergency responders have voiced concerns about current limitations. In Monroe County, dispatchers report that while text-to-911 helps in certain situations, the absence of video capabilities and enhanced location data often leaves them "working blind" during critical incidents. Community advocates continue calling for accelerated implementation, citing the life-saving potential of full NG911 capabilities.

State Agency Response

DHSES has disputed some of the audit's findings, maintaining that consistent guidance and grants have been provided to counties. Agency representatives assert that counties can upgrade their equipment without waiting for the finalized state plan and point to available funding through grant programs. However, the agency agreed with the audit's recommendations, including finalizing the State 911 Plan and monitoring counties' progress in implementing NG911 technologies.

The Path Forward

DiNapoli emphasized that "the sooner it's implemented, the better equipped we'll be to respond to a large scale emergency." The audit warns that prolonged implementation delays increase the risk of system failures, particularly during natural disasters when aging infrastructure faces maximum stress.

As New York works to address these implementation challenges, the contrast with states that have made significant NG911 progress underscores the critical importance of coordinated planning, adequate funding distribution, and effective state-local communication. The success of NG911 implementation ultimately depends on seamless coordination between emergency services, public safety officials, and multiple levels of government agencies.

The national momentum toward NG911 continues building, with federal regulations supporting the transition and states sharing best practices for implementation. For New York, catching up to this technological evolution represents not just a modernization effort, but a fundamental enhancement to public safety infrastructure that could prove decisive in emergency situations.

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Sources: New York State Comptroller's Office, Federal Communications Commission, Washington State Military Department, various state and local emergency services departments