Contractors hired to build California's Next Generation 911 (NG 911) network have broken their silence, asserting that the state abruptly dismantled a completed, deployment-ready system. They claim this decision, which leaves the majority of emergency call centers on an outdated analog network, could cost taxpayers hundreds of millions more than initially planned.
The state has already spent nearly $500 million on the digital NG 911 system, which utilizes internet-based infrastructure to transmit voice calls, text messages, videos, and location data. However, the California Governor’s Office of Emergency Services (CAL OES) opted to abandon the regional rollout, citing complications and deciding to pursue a single statewide design instead.
Don Ferguson, CEO of NGA 911, one of the contracted companies, stated that the core infrastructure was "100% deployed" and "ready to go" before being scrapped. Myron Herron, president of Synergem, another contractor, echoed this sentiment, comparing the situation to canceling a race after building and fueling the car. "We’ve done all the work. The heavy lifting has been completed," Herron told The Post.
California's legislature initially approved the transition to a digital system in 2019, contracting four service providers—NGA 911, Synergem, Lumen, and Atos—to replace the analog system. Each company was assigned a region, with Atos designated as the statewide backup. The project aimed to connect the state's 447 emergency dispatch centers.
According to NGA 911, the backbone of the network was built, and Synergem reported actively migrating emergency dispatch centers, with 23 successfully transitioned and over 200 more prepared. The Los Angeles Police Department (LAPD) had previously expressed urgency regarding the project's completion, citing the critical need to replace the vulnerable legacy system, especially given wildfire threats and the limitations of the existing analog network.
However, CAL OES stated that the new system experienced "delays, dropped calls, and disruptions at an unacceptable rate," including issues with core services such as failed call transfers, poor audio quality, missing location data, and lost calls. The agency also claimed that the individual regional networks did not effectively interoperate, hindering stabilization efforts.
Despite these claims, contractors argue that the state's decision to revert to a single statewide provider will ultimately be more expensive, potentially adding $700 million to $1.2 billion to the project's cost. CAL OES has not yet provided its own cost estimation for the new model. The state has awarded a nearly $200 million bridge contract to Atos as it works towards implementing a single statewide Next Generation system.
Governor Gavin Newsom's office defended the decision, calling it "responsible" and stating that the change was made after operational experience identified risks that could not be ignored. "Continuing with an approach that was creating deployment challenges would have risked emergency communications for millions of Californians," a statement from the Governor's office read. The office emphasized a commitment to a system that is "reliable, interoperable, fiscally responsible, and worthy of the public’s trust."
In the interim, California is utilizing certain functions of the NG 911 system, such as call location processing, while most emergency call centers remain on the analog network. The state budget recently signed by Governor Newsom includes provisions for an independent technical evaluation and audit of the NG 911 project before future long-term decisions are made.