In today’s rapidly evolving technological landscape, the need for modernization in emergency response systems is more pressing than ever, and AI for law enforcement and public safety can play a pivotal role.
In a recent episode of Omdia’s Crit Comms Circle, Melanie Jones, executive director of Guilford Metro 911 and president of the National Emergency Number Association (NENA); Tammy Heaton, vice president of customer success at Hexagon’s Safety, Infrastructure & Geospatial division; and host and Omdia Analyst Paul Bremmer explored how Guilford Metro 911 is upgrading its emergency response with Hexagon’s public safety platform, which will include advanced dispatch and a cloud-based collaboration portal enhanced with assistive AI.
Understanding the need for change
Guilford Metro 911, a pivotal player in North Carolina’s emergency response network, is making significant strides by transitioning from a dated 1990s computer-aided dispatch (CAD) system to Hexagon’s advanced dispatch technology. This transformation is not just about upgrading technology; it’s about enhancing communication, improving service delivery and, ultimately, saving lives.
Jones shed light on the challenges faced with the old system. “We were on a 1990s platform, and it had become cumbersome to have interfaces and functionalities needed for one of the largest 911 centers in our state,” she explained. With over 728,000 calls processed in 2023, and more than 400,000 of those turning into calls for service, the demand for a more efficient and modern system was clear. “We needed to bring our system into this century,” she said.
The decision to transition to Hexagon’s CAD solution was not taken lightly. A diverse committee, comprised of representatives from all the organizations served by Guilford Metro, evaluated various CAD providers. The choice was influenced by the CAD’s browser-based capabilities, which offer enhanced functionality and remote access — a crucial feature in today’s world.
The role of AI in law enforcement and public safety
In addition to deploying HxGN OnCall Dispatch, Guilford Metro will be deploying HxGN Connect, a cloud-based collaboration portal hosted in Microsoft Azure. It enhances multiagency response by putting stakeholders into one interface, so everyone from police, fire, EMS and emergency management can see the same information at once and deploy resources strategically based on a common operating picture.
The HxGN Connect collaboration platform is equipped with assistive AI that can analyze incoming calls and other real-time data to identify trends and anomalies that might be missed during a hectic, multiagency response to an emergency.
In the podcast, Heaton talked about “the need and ability to incorporate artificial intelligence into the CAD and other solutions that an agency uses in the communication center.”
That’s exactly what HxGN Connect does. It allows other agencies and systems to input real-time data, and AI can look for trends and anomalies and flag that for emergency communications center staff.
“I think what we will see in the next year, five years, is AI continuing to be a big part of augmenting what these communication centers can do with technology. I think we are just touching the tip of it, and I think this is a really great use case for how we can use AI in a comms center to make a big difference in our response plans and in how we serve the citizens within the Guilford Metro area,” said Heaton. “But I think we’re only touching just a small piece of what you’ll see other agencies, including Guilford Metro, do in the future.”
Bremmer pointed out that AI has the potential to transform workflows for call-takers and dispatchers, and once Hexagon’s platform is fully implemented at Guilford Metro, Jones said, she has plans for how AI can be used to assist the agency’s 911 telecommunicators.
“One of the things that I will be pursuing as soon as Hexagon is in place here at Guilford Metro and up and running will be AI answering for our non-emergency lines,” she said. “We have over 200,000 non-emergency calls incoming in a year, and just to take even 40% of those calls off of our 911 telecommunicators, it frees them up to answer the emergency calls. And so, the Hexagon platform will allow that AI integration for us to do that.”
But the implementation of the Hexagon system isn’t just about technology.
Partnership in transition
The transition to Hexagon’s platform is not just a technological upgrade; it represents a cultural shift within Guilford Metro. Jones noted the excitement among staff members who have long struggled with the limitations of the old system, saying, “They are very eager about it, intrigued about the AI option for taking non-emergency calls.”
The new platform promises to alleviate many of the frustrations associated with the outdated system, and the partnership between Hexagon and Guilford Metro is built on accountability and transparency, ensuring both parties hold each other to high standards.
“The importance of really understanding your customer’s needs and having open lines of communication cannot be overstated,” Heaton said.
The success of the transition is supported by the ability of Hexagon and Guildford Metro to work together, understanding specific requirements and addressing them effectively.
Managing change and ensuring success
Transitioning to a new platform, especially one as advanced as Hexagon’s, involves significant change management. Heaton stressed the importance of education and understanding in the process.
“We partner with Guilford Metro to ensure we are educating them through the process and that they are educating us on their processes,” she said. This mutual learning ensures that the implementation is tailored to Guilford Metro’s specific needs, rather than being a one-size-fits-all solution.
The involvement of a diverse group of users in the implementation process is another critical factor for success. By including representatives from fire, EMS, IT, GIS and dispatchers, Guilford Metro is ensuring that the new system meets the needs of all stakeholders. This inclusivity is key to managing the change effectively and ensuring a smooth transition.
