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Title page

Contents

Highlights 2

Letter 5

Background 9

Evolution and Communications Process of 911 Services 9

State and Local Roles Related to NG911 10

NG911 System Elements and Implementation 11

Some Federal Agencies Have Begun Planning for NG911 and Cited Implementation Challenges 14

Department of Defense (DOD), Interior, and Two Other Federal Agencies Have 911 Call Centers 14

DOD Agencies with 911 Call Centers Have Begun Planning for NG911, but Other Federal Agencies Have Not Done So 16

Officials Identified Funding Priorities, Cybersecurity Risks, and Other Challenges to Implementing NG911 21

Federal Agencies Have Provided Some Support for NG911 Implementation, and Officials and Stakeholders Had Differing Views on Additional Steps 25

Federal Support for State, Local, and Federal NG911 Implementation Has Included Guidance and Outreach 25

Federal Officials and Stakeholders Generally Agreed Dedicated NG911 Funding Would Help but Differed on the Need for Federal Leadership 31

Agency Comments 34

Appendix I: Objectives, Scope, and Methodology 36

Appendix II: GAO Contact and Staff Acknowledgments 42

Tables

Table 1. Federal Agencies with 911 Call Centers, as of June 2024 14

Table 2. Federal Agencies with 911 Call Centers in the United States, as of June 2024 37

Table 3. Federal 911 Call Centers Interviewed 39

Table 4. Federal Agencies and Associations Interviewed 40

Figures

Figure 1. Overview of 911 Communications and Dispatch Process 10

Figure 2. Next Generation 911 (NG911) Building Blocks 12

Figure 3. Location of Federal Agencies' 911 U.S. Call Centers, as of June 2024 15

Figure 4. Number of Call Centers and Status of Next Generation 911 (NG911) Implementation at Federal Agencies with 911 Call Centers, as of June 2024 17

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