Next Generation 911 (NG911) is a long-promised upgrade to New York’s emergency communications system that would allow photos, voice and video calls and text messaging to be rerouted to other county call centers when major events like natural disasters overwhelm local centers. However, the Division of Homeland Security and Emergency Services (DHSES), which is the primary agency responsible for overseeing the state’s transition to NG911, is years behind schedule on adopting the required transition plans and has fallen short in providing counties with needed guidance on moving forward with implementing statewide interoperable communications, according to an audit released today by New York State Comptroller Thomas P. DiNapoli.
“The transition to Next Generation 911 is a complex, but vital upgrade that requires close coordination and communication with local counties,” DiNapoli said. “The sooner it's implemented, the better equipped we'll be to respond to a large scale emergency. The Division of Homeland Security and Emergency Services should implement its recently released 911 plan, monitor counties progress in implementing the NG911 system and improve its communications with counties that need assistance.”
Moving to Next Generation 911 has complexities beyond just updating equipment. It requires coordination between emergency and public safety officials and multiple state and local government agencies. For counties throughout the state to successfully begin the transition to NG911, a statewide plan and roadmap must be completed and approved.
DHSES had said that the State 911 Plan would be ready by December 2022 but delays, including a three-year suspension of operations during the COVID-19 pandemic, have left counties in limbo. The plan was finally released in April 2025, three months after the conclusion of the audit. The audit found that, based on its current status of planning, New York state was still years away from having NG911 implemented. By contrast, New York City, which handles some 9 million calls a year, has nearly completed its NG911 transition.
The success of statewide communication operability is dependent on counties’ readiness for NG911. Twenty-two of the 36 counties (61%) that responded to the auditors survey reported that they had not received any guidance from DHSES on the NG911 transition. The 14 counties that did get some guidance said it did not contain details or specifics and they remained unsure how they were supposed to plan for the upgrade or fund it.
Despite the delays in NG911, state, county, and local government partners working with the state’s Office of Information and Technology Services continue to make progress preparing and integrating data on addresses and call center boundaries in preparation for the change.
DiNapoli’s audit called on DHSES to finalize the State 911 Plan to include NG911 and monitor counties progress in implementing technologies to meet the goals it sets. The agency agreed with audit’s recommendations but not its findings, stating the counties can upgrade their equipment without a plan and funding has been provided through grants.