Can you describe what you will be talking about during your presentation at the BAPCO 2025 Annual Event? Why is it an important topic?
I will be presenting on the topic ‘999: if it’s not broke, don’t fix it... but it is.’ My session will focus on the limitations of the current UK 999 system and its inability to meet the demands of future generations.
I’ll explore the need for improved inclusion, accessibility, and multi-channel communication.
Drawing on lessons from North America’s NG911 implementation, I will highlight how adopting data standards, achieving economies of scale, and modernising legacy systems can create a more adaptive and resilient emergency service for the UK.
This is an important topic because, although the 999 system is functional, it is outdated. It cannot effectively handle the needs of a society increasingly reliant on digital communication and new technologies. Transitioning to a ‘next generation’ system is critical for addressing these gaps and future-proofing emergency services.
What do you see as being the big issues and challenges for the sector over the next five years? How does what you’re speaking about relate to this?
The key challenges for the sector over the next five years include:
- Legacy system limitations. Outdated infrastructure hampers the integration of modern technology.
- Data interoperability. The absence of unified data standards complicates collaboration across emergency services.
- Inclusion and accessibility. Ensuring accessibility for all, including those with disabilities or communication barriers, remains a pressing issue.
- Funding and governance. Budget constraints and centralised decision-making, making slow progress.
My session addresses these challenges by emphasising lessons learned from NG911 in North America. These include adopting robust data standards, fostering private-public collaboration, and designing systems that prioritise inclusion and flexibility. By applying these lessons, the UK can overcome these barriers and accelerate progress in NG999 development.
What will likely be the most transformative development over the next five years in terms of technology? What will that mean for user operations, as well as the broader market?
The most transformative development will be the integration of AI, machine learning, and IoT into emergency response systems.
AI can revolutionise non-emergency and emergency call handling by automating routine tasks, predicting incidents, and enabling faster, more informed decision-making. IoT devices, such as connected sensors and wearables, will enhance situational awareness by providing real-time data to responders.
For user operations, this will lead to faster response times, better resource allocation, and improved decision-making capabilities for call handlers and first responders. For the broader market, it will create opportunities for innovation, partnerships, and the adoption of data-driven approaches to public safety.
What key messages or take-home points would you like people to get from your session? What will be most useful to them from a practical point of view?
Key messages include that the 999 system - while reliable - must be modernised to meet the demands of the future. Lessons from NG911 demonstrate the importance of standardisation, collaboration, and scalability. Inclusion and accessibility must be at the heart of the UK’s NG999 framework to ensure no one is left behind.
Practical takeaways include how international standards, such as NENA’s i3 architecture, can improve data interoperability and operational efficiency.
Also, the benefits of public-private partnerships in accelerating adoption of advanced technologies and infrastructure upgrades. Steps for transitioning from legacy systems to a future-proof NG999 framework.
Which conference sessions are you most looking forward to seeing?
I’m particularly looking forward to sessions that delve into AI in public safety. This includes the AI in public safety panel discussion, with Thomas Gouritin, whose data-driven insights are always compelling.
Sessions such as this align perfectly with my interest in how AI and data-driven innovations can transform emergency services and provide practical insights for NG999 implementation.
