AI and multimedia transform Columbus 911

The City of Columbus has deployed Next Generation 911 (NG911) technologies to improve emergency response capabilities for its 1 million residents. The upgrade includes multi-media sharing and AI-based text translation.

The NG911 upgrade, by Intrado, is designed to reduce emergency response times and improve situational awareness for emergency workers. This is particularly important for Columbus, which has a large immigrant population, including one of the largest Somali communities in the US.

The new system enhances the city’s ability to engage with non-English speakers and residents with disabilities. Text-2-911 Translation, which supports real-time language and dialect detection, allows 911 operators to respond to emergency requests in dozens of languages. In 2024, the Emergency Communications Center (ECC) processed over 31,000 text messages, including those from residents with hearing or speech impairments.

Ken Coontz, Administrator of the Support Services Division at the city’s Department of Public Safety, spoke to Cities Today about how the city plans to measure the impact of the NG911 system.

“The 911 Center will be tracking usage of the translation services,” he said. “In 2024, we used our existing Language Line translation service 4,200 times. That will serve as our baseline. We will monitor increases and decreases in usage of that service as well.”

A key feature of the NG911 upgrade is the PSAP Initiated Multimedia capability, which allows 911 telecommunicators to request video feeds from callers. These feeds provide important context for first responders, improving safety outcomes in situations such as fires, accidents, or medical emergencies.

The system’s AI-powered translation technology quickly detects the language used in a text message, enabling telecommunicators to assess the severity of the situation and respond more effectively. This rapid language detection and translation significantly reduce response times and increase the likelihood of positive outcomes.

Coontz noted that Columbus worked closely with the Department of Neighborhoods to engage immigrant communities in testing the new technology. Their participation was instrumental in refining the system to ensure it meets the needs of the city’s diverse population.

The city has also implemented safeguards to ensure data privacy. Video feeds can only be initiated by a Call Taker, and links to the videos are one-time use only. End users can terminate the video feed at any time, ensuring user consent and control. All video content is stored securely, either in the city’s cloud infrastructure or on servers managed by the Department of Technology, with protections in place to safeguard victim rights under Ohio’s Public Records law.

In the US, 911 services are typically managed at the city or local level, meaning municipalities like Columbus are responsible for upgrading and maintaining their own emergency response systems. This contrasts with some European cities, where national or regional authorities may oversee emergency services.

Image: Ivan Kokoulin | Dreamstime.com