Windsor police launch new 911 system

A cell phone about to call 911, Tuesday, May 14, 2019. (Melanie Borrelli / CTV Windsor)

The Windsor Police Service has transitioned to a new 911 system.

The Next Generation 911 (NG9-1-1) network launched Tuesday.

Police said the way callers contact 911 remains unchanged, but the underlying technology introduces several key improvements.

This multi-stage upgrade will provide more accurate data to help determine a caller’s location and phone number, and in the future, enable broader use of multimedia communication such as real-time text, images, and video.

“The launch of NG9-1-1 will significantly impact how the Windsor Police Service responds to real-time emergencies,” said Karel DeGraaf, Deputy Chief of Operational Support. “By providing our 9-1-1 communicators with more accurate data and better situational awareness, NG9-1-1 will support faster response times and help us better serve our community.”

Police said the NG9-1-1 system will deliver faster, more secure, and accurate data for 911 communicators.

The upgrades are designed to:

• Deliver more precise location and caller information for faster response.
• Enhance cybersecurity and system resilience to ensure reliable service.
• Add backup capabilities to prevent service disruptions.
• Introduce an upcoming new auto text-back feature for abandoned 911 calls, freeing up precious time for 911 communicators.

“The transition to NG9-1-1 is a tremendous step forward for public safety, enabling emergency services to be delivered with greater speed and precision,” said Laura Smith, Director of the Windsor Police Emergency 9-1-1 Centre.

Seven year process

The NG9-1-1 transition, mandated by the Canadian Radio-television and Telecommunications Commission (CRTC), was implemented over seven years through collaborative efforts by the Emergency 9-1-1 Centre, Technology Services team, and other units across Windsor Police.

The Ontario Government has provided over $1.7 million since 2022 to support the Windsor Police Service’s transition to NG9-1-1.

The Windsor Police Emergency 911 Centre is responsible for answering all 911 and non-emergency calls within Windsor and Amherstburg. In 2024, 911 communicators handled a total of 441,465 calls – an average of approximately 1,206 calls per day.