‘Modernization of an entire industry’: WRPS implement next-gen 911
Posted Sep 5, 2025 06:36:58 AM.
Last Updated Sep 5, 2025 11:14:09 AM.
A major series of updates is now in effect through Waterloo Regional Police Service (WRPS), as it looks to improve what happens when help is needed through ‘Next Generation 9-1-1’ (NG9-1-1).
The new system is working to improve, not how residents across Waterloo Region call police, but rather how some of the processes on the other end of the line could be updated.
“NG9-1-1 represents more than just a project,” said WRPS Chief Mark Crowell. “It signifies a multi-phase modernization of an entire industry, one that has effectively operated for more than 30 years.”
It comes as WRPS said it received 366,905 calls for service in 2024 alone, with these new upgrades allowing for faster response times and increased accuracy, all with the potential of being able to accommodate an increased number of calls as Waterloo Region continues to grow in future years.
“This advancement ensures that we continue to evolve with the needs of the community while strengthening our ability to keep residents safe,” Crowell said.
With the integration of NG9-1-1, WRPS is now the 25th Public Safety Answering Point (PSAP) or 911 call centre across Canada to implement the system, being one of the first in Ontario.
WRPS said NG9-1-1 involves the integration of advanced digital technology, implementing improvements, including:
- Faster and more accurate caller location and phone number information
- Enhanced reliability and cybersecurity
- Expanded backup capabilities in the event of a system failure
- Future ability to support real-time text messaging and other digital technologies
The Ontario government has provided over $3.8 million in funding since 2022 in order to support WRPS transitioning to the new system.
“Upgrading Ontario’s public safety communications will be a game changer,” said Hon. Michael Kerzner, Solicitor General of Ontario. “NG9-1-1gives first responders real-time, life-saving information, which means a faster, more effective emergency response.”
WRPS said the new system boils down to being able to help those who need it faster, more effectively, all while making itself more future-ready in the process.
