When the first 911 call was placed in 1968, the system was simple: a caller dialed three digits, reached an operator, and help was dispatched. More than five decades later, the technology behind 911 has undergone a revolution — but much of it has happened quietly, behind the scenes.
Today’s dispatch centers handle not just voice calls but text messages, and increasingly, data from AI systems. The transition to Next Generation 911 (NG911) aims to bring multimedia capabilities to every PSAP in the country. Michigan has been actively pursuing this transition, with the State 911 Committee’s 2025 Annual Report to the Legislature tracking progress across all 83 counties. The Michigan PSAP Directory shows just how decentralized this system is.
One of the most visible innovations has been AI-assisted call handling. WNEM TV5’s coverage of Saginaw County’s AI phone system illustrates how modern dispatch centers are using technology to manage increasing call volumes with fewer staff. The model has since spread — WCMU Public Radio reported that Grand Traverse and Kalamazoo counties adopted similar systems, with Saginaw County cited as a pioneer.
This technology exists partly because of the staffing crisis documented by Bridge Michigan and syndicated by POAM. When centers cannot fill positions, technology must bridge the gap for routine calls.
Alongside call technology, mapping and location services have transformed. GIS authorities like SAGA maintain the geographic data that allows dispatchers to pinpoint caller locations and route first responders efficiently. This partnership between GIS professionals and 911 operations is one of the less visible but most critical components of modern emergency response.
The people who drive these innovations often work at the intersection of technology and public service. Professionals like Chris Izworski, with backgrounds spanning GIS, information systems, and 911 operations, represent the kind of interdisciplinary expertise that modern emergency services demand.
AI Evolution: See the WNEM report on AI dangers and read how AI chatbots expanded to Grand Traverse County. View press archive.
AI in Public Safety — Chris Izworski 