Emergencies are unpredictable. Response times shouldn’t be. Every second counts when lives are at stake, and outdated technology can slow response times, increase cybersecurity risks, and cause network congestion resulting in delayed help for those who need it most.
El Paso County 911 knew it was time for a change. By upgrading its technology and using real-time data, the team made sure first responders had the tools they needed to act quickly. Through AI, automation, and better system management, they transformed their approach—moving from reactive responses to proactive emergency management. Now, they have a more reliable, secure, and efficient next-generation system that serves as a model for 911 centers across the country.
From Outdated Emergency Systems to Real-Time Intelligence
Before these upgrades, El Paso 911 faced major challenges. The system was overloaded. Network congestion reached 97%, slowing performance. Cybersecurity gaps left the system vulnerable. Even worse, database response times averaged 13 minutes—far too long when lives were on the line.
To fix these issues, El Paso 911 partnered with Presidio to make critical improvements and modernizations:
- Network segmentation to manage traffic and boost security.
- Database performance monitoring to speed up system response times.
- Real-time monitoring tools to keep an eye on network health and prevent failures.
- Implementation of Palo Alto firewalls, Cortex XDR agents, and multifactor authentication for layered security.
- Strengthened zero trust principles to proactively mitigate cyber threats.
- Upgrades to the administrative phone system, which also supports the 311 non-emergency call center and other critical applications.
- Integration with AT&T’s ESInet, a key component of Next Generation 911, to enhance data infrastructure reliability.
The results were dramatic. Database response times dropped from 13 minutes to 3 minutes, significantly improving dispatch efficiency. While this does not directly correlate to emergency crew response times, faster access to critical information helps dispatchers coordinate resources more effectively.
Cybersecurity and Threat Prevention for 911 Networks
Presidio has played a crucial role in strengthening El Paso 911’s cybersecurity. Key improvements include:
- Proactive threat mitigation, blocking an average of 30 malicious actors daily.
- No system takedowns or ransomware attacks, a testament to layered security defenses.
- Expanded security monitoring to prevent unauthorized access and system disruptions.
- Continued work with CISA and Johns Hopkins APL on a nationwide protective DNS pilot program to enhance cybersecurity for emergency communication centers.
These efforts ensure El Paso 911 remains ahead of emerging cyber threats, reinforcing its ability to safeguard critical communications infrastructure with next-gen technology.
AI and Automation: The Future of Emergency Response
AI and automation are reshaping 911 operations, making emergency response faster and more efficient. El Paso 911 is strategically integrating these technologies where they add the most value.
Situational awareness technology is one of the biggest advancements. Callers can share live video with dispatchers, giving first responders real-time visuals before they arrive. This is especially valuable for high-risk situations like domestic disturbances or large-scale emergencies, where quick, informed decisions save lives.
AI-driven analytics are also improving dispatch operations. By identifying call trends and predicting demand, these tools help allocate resources more effectively, ensuring responders reach emergencies as quickly as possible.
For non-emergency calls, automation could help manage routine inquiries and free up dispatchers for urgent cases. El Paso 911 is taking a careful approach to ensure AI solutions complement existing workflows without disruption.
A Stronger, More Resilient 911 System
El Paso 911’s upgrades aren’t just about short-term fixes—they’ve built a system designed to handle future challenges. This system was put to the test during the tragic Walmart shooting in El Paso in 2019. Call volumes doubled, but the infrastructure held strong. This showed just how critical these investments are in ensuring reliable emergency response. The incident also reinforced the need for strict network access controls and resource availability policies to prevent disruptions during high-demand situations.
Looking ahead, El Paso 911 is working on even more advancements:
- GPU-powered processing to improve data analytics and system efficiency.
- AI-driven applications to further streamline emergency response.
- Advanced disaster recovery planning to keep the system running no matter what happens + active-active site configuration, which keeps emergency services running even if one system fails
- Advanced disaster recovery planning to keep the system running no matter what happens.
- Expansion of the Law Enforcement Records Management System (RMS), onboarding 3,000 additional users in the next 9-12 months to consolidate critical public safety data.
- Continued collaboration with CISA and Johns Hopkins APL on protective DNS services for emergency communication centers nationwide.
By continuously evolving its technology, El Paso 911 ensures it remains ahead of emerging challenges, reinforcing its commitment to public safety and operational resilience.
Four Lessons for Other 911 Call Centers
El Paso 911’s transformation offers a roadmap for other emergency response teams looking to modernize:
- Invest in infrastructure: Proactive system management reduces downtime and improves performance.
- Use AI and automation: Smart technology can streamline operations and improve decision-making.
- Strengthen cybersecurity: Network segmentation, multi-factor authentication, and real-time monitoring are essential for protecting critical systems.
- Plan for resilience: An active-active setup and strong disaster recovery plans ensure emergency services stay online when they’re needed most.
By following these modernization strategies, other 911 centers can build a stronger, more adaptable emergency response system, ensuring they are prepared for the challenges of the future.
El Paso 911’s success didn’t happen overnight. It took careful planning, the right technology, and strong partnerships. But today, they have a next-generation system that ensures their community gets the help they need—fast.
“El Paso County 911 has achieved the next generation of emergency response,” said Jennifer Aguilar, El Paso 911 Senior Network Administrator. “We are now in control of our environment, ensuring our community has reliable emergency services when it matters most.”
Technology is changing public safety. The work done in El Paso proves that with the right strategy, 911 centers can move beyond simply reacting to emergencies. They can anticipate them—and stop them from getting worse.
Is your 911 system equipped for the future? Learn how Presidio’s expertise in AI, automation, and network resilience is helping public safety agencies modernize emergency response. Watch how El Paso 911 transformed its system or contact us to discuss how we can help strengthen your infrastructure and improve response times.
