911: Too Big to Fail

911: Too Big to Fail

More than a year of digging by our NBC Bay Area Investigative Unit uncovers early warnings about California's Next Generation 911 network and emergencies where help was delayed because of connectivity issues.

By Candice Nguyen, Michael Bott and Jeremy Carroll •

By Candice Nguyen, Michael Bott and Jeremy Carroll •

“They tested [on] our lives,” a recently retired dispatcher told NBC Bay Area. “We never had so many failures.”

Some of the first 911 dispatchers to use California’s new Next Generation 911 network say the state deployed a problematic, unfinished system and it put people’s lives in danger. More than a year of digging by our NBC Bay Area Investigative Unit uncovers early warnings about the project and 911 emergencies where help was delayed because of connectivity issues.

Next Gen 911 is the California Office of Emergency Service’s (Cal OES) project to upgrade the state’s landline-designed 911 technology to an internet-based system. It’s supposed to connect 911 centers like never before, but things aren’t going as planned, according to interviews with multiple sources and a review of 911 center documents obtained through public records requests. Dispatchers report experiencing lost calls and misrouted calls from other counties. In one case, callers were unable to call 911 for 12 hours.

With the project years behind schedule and already costing Californians nearly a half-billion dollars, state leaders still intend to ramp up deployment of Next Gen 911 statewide, including in big cities like San Francisco and Los Angeles. They insist things are on track, and when asked if the new network is safe right now, Cal OES told the Investigative Unit it won’t deploy the system until it is. But Cal OES did deploy the problematic system – in smaller, rural areas across the state.

“It is a project that cannot fail,” the agency said. “It will be worthwhile.”

In August 2024, after NBC Bay Area started asking questions, Cal OES parted ways with the man behind project.

Part 1: California's 'disastrous' Next Gen 911 rollout delaying life-saving help, records show

California's massive overhaul of its aging, landline-based emergency call system is years behind schedule and has been plagued by safety issues, sources and documents report. Candice Nguyen reports.

Part 2: 'Lives are at stake': Next Gen 911 insiders say CA hired inexperienced companies

After years of missed deadlines and documented safety issues surrounding the rollout of California’s Next Generation 911 system, project insiders are now speaking out, saying they feel compelled to warn the public about “major problems." Candice Nguyen has the details.

Part 3: State official ‘blindsided’ by Next Gen 911 safety concerns in NBC Bay Area reports

A State 911 Advisory Board member said he was blindsided by serious public safety concerns regarding California’s Next Generation 911 project recently exposed in an NBC Bay Area investigation, noting the board has largely been kept in the dark about the extent of those issues by the state and its contractors. Candice Nguyen reports. 

Part 4: CA suspends Next Gen 911 rollout, state advisors demand answers on safety issues

The State 911 Advisory Board was left wondering why they were never informed about some of the issues exposed in the report. They are now demanding more transparency from the California Governor’s Office of Emergency Services.  Candice Nguyen has the details.

Want to reach out to Candice Nguyen about this report or another tip? E-mail candice.nguyen@nbcuni.com

Local Climate in Crisis Making It In The Bay Weather Weather Alerts State U.S. & World Sports The Investigative Unit Submit a tip Digital Series NBC Bay Area Responds Submit a consumer complaint How To Explainers Decision 2024 California Live Entertainment Video Traffic Community
About Us Our News Standards TV Schedule Submit Photos and Video Contests Newsletters TV Schedule Our Apps Cozi TV NBC Sports Bay Area
Contact Us