Owen Sound Emergency Communications Centre Moves to Next Generation 9-1-1 System
The Owen Sound Emergency Communications Centre has transitioned to Next Generation 9-1-1 (NG9-1-1), upgrading to a digital system that will support text, video, and real-time data for emergency calls.
The Owen Sound Emergency Communications Centre (OSECC), operated by the Owen Sound Police Service (OSPS), announced today that it has officially transitioned to Next Generation 9-1-1 (NG9-1-1). It’s part of a significant overhaul of Canada’s emergency response infrastructure, replacing the aging analog phone network with a digital, internet protocol (IP)-based system.
While the change does not affect how the public contacts emergency services — 9-1-1 is still dialled as usual — it marks a fundamental shift in how emergency calls are processed and how information is shared between callers, dispatchers, and emergency responders.
What Is Next Generation 9-1-1?
NG9-1-1 is a national initiative in both Canada and the United States designed to modernize the traditional emergency service system.
It supports not only voice calls but also multimedia communications, including text messages, images, videos, and real-time data transmission such as automatic crash notifications from vehicles or precise GPS-based location details.
The upgrade is intended to improve call routing, speed up emergency response times, and provide more accurate information to public safety answering points (PSAPs) like OSECC.
Over time, advocates of the system say it will enable emergency services to better manage high call volumes, support more resilient operations during natural disasters or outages, and even warn nearby individuals of hazards using connected devices or highway message boards.
What Changes for Owen Sound?
According to Chief Craig Ambrose of the OSPS, the upgrade has been years in the making. Over the past five years, OSPS has invested in new infrastructure, equipment, and software for both its primary and backup communications centres.
It also participated in national testing and development efforts and is now positioned as a host site for other emergency services across Ontario adopting NG9-1-1. Key improvements already implemented include:
More accurate caller location and identification data
Enhanced cybersecurity and backup systems
A digital foundation for future services, such as real-time text-to-911
Ambrose clarified that there is no confirmed date for implementation of the real-time texting and video capabilities. “This will be a focus once all PSAP agencies are on boarded,” he noted.
Ambrose told Owen Sound Current the greatest benefit locally is the ability for emergency services to more quickly receive more accurate location information.
“The E911 system could give a general area from a tower site in rural areas and this was often not very accurate depending on signal strength and such. With NG911 the location is accurate,” he explained.
The Canadian Radio-television and Telecommunications Commission (CRTC) has mandated that all PSAPs transition to NG9-1-1 by March 2027, making this implementation in Owen Sound an early and significant step.
OSECC currently serves as the 9-1-1 answering point for six police services, fourteen fire departments, Grey and Bruce counties, the municipalities of Port Hope and Cobourg, and two First Nations communities.
As a regional communications hub, its move to NG9-1-1 could impact emergency services across much of southwestern Ontario.
The Ontario government has provided over $3.1 million since 2022 to support OSECC’s transition. In a prepared statement, Solicitor General Michael Kerzner called the investment a “game changer” for emergency response across the province.
However, long-term operating costs and potential funding gaps after 2027 were not addressed in the announcement.
Ambrose told Owen Sound Current that while the costs to implement NG911 for the last 3.5 years were assisted through government grants, investments made prior to those grants were not recovered.
“Moving forward, the systems will require ongoing costs for licensing software and system upgrades and maintenance as other features become available,” he said. “The exact costs and funding have not been determined but operating costs are expected to be higher.”
When asked about safeguards against attacks and system failures, Ambrose said there are many upgrades and cybersecurity/redundancy features built into the system.
“We have a fully functional back up location as well as an agreement in place to cover system outages by other municipalities in the event of an outage,” he explained. “The system also features monitoring systems to identify outages in real time.”
OSPS is reminding residents that 9-1-1 is for police, fire, or medical emergencies only. It should not be used for power outages, weather information, or municipal inquiries. For non-emergency issues, residents should use local contact numbers:
Owen Sound Police Service: 519-376-1234
Owen Sound Fire & Emergency Services: 519-376-2512
Brightshores Health System – Owen Sound: 519-376-2121