Stronger, more reliable 9-1-1 network now supporting southern Alberta

Most people never think about the network behind a 9-1-1 call – until the moment they need it.

Lethbridge Fire and Emergency Services (LFES) recently transitioned its Public Safety Communications Centre (PSCC) to a modernized and improved system. Emergency Services IP Network, also known as ESInet, replaces aging analog technology that has supported emergency communications for decades. 

Residents are not expected to notice any difference when calling 9-1-1. Behind the scenes, however, extensive testing and contingency planning have been underway for years to ensure emergency calls continue reaching dispatchers without interruption. 

The transition is part of Canada’s nationwide move toward Next Generation 9-1-1 (NG9-1-1), a modernization initiative led by the Canadian Radio-television and Telecommunications Commission (CRTC). The CRTC first directed the move away from traditional analog systems in 2017 as emergency communications technology continues to evolve. 

“We upgraded the infrastructure behind how emergency calls move through the system and connect to responders,” says Melanie Smith, Emergency Services IT Manager for LFES. "This helps strengthen the reliability of our network, especially during large-scale incidents or unexpected disruptions.”

The old system was built around traditional analog phone networks. ESInet replaces that framework with a secure, internet-based digital network. 

The new system improves location accuracy for callers. This assists Emergency Communications Officers in having more precise location details when dispatching emergency units which supports a faster response. 

The new system also strengthens cybersecurity protections and provides additional redundancy during outages or service disruptions. If one communications pathway fails during a major incident, calls will automatically reroute through alternate connections to keep 9-1-1 services available. 

The new infrastructure is also designed to support future NG9-1-1 capabilities as the national system continues to evolve.

“This represents one of the most significant technological advancements in 9-1-1 since the first emergency call in 1968,” says Joel McDonald, Deputy Chief of PSCC. “The transition to Next Generation 9-1-1 and the ESInet will modernize our emergency communications infrastructure to help us better serve the citizens of Lethbridge and our rural communities for decades to come."

The PSCC handles more than 165,000 9-1-1 calls each year, including more than 100,000 non-emergency calls. The centre provides fire and police dispatch services for Lethbridge and 23 surrounding communities across southern Alberta. 

The transition has been underway for several years and included technology upgrades, staff training, system testing and coordination with regional emergency communications partners across Alberta. The Lethbridge PSCC is the most recent Primary Public Safety Answer Point (PSAP) in Canada to complete the transition to NG9-1-1, joining 41 Primary PSAPs and 86 PSAPs overall that have completed the transition nationally. 

The project also supports Lethbridge City Council’s Strategic Plan by strengthening core municipal infrastructure, supporting safe and healthy communities and reinforcing regional partnerships that help deliver essential public safety services across southern Alberta.

“This is a major investment in the future of 9-1-1 service for Lethbridge and the region,” says Kevin McKeown, Deputy Chief of Communications and Strategy. “The transition brings our emergency communications network into the modern era and prepares our PSCC for the next generation of 9-1-1 technology.”

For callers, 9-1-1 remains the same. In an emergency, residents should call 9-1-1 and stay on the line until the call is answered. Most 9-1-1 calls are answered within 15 seconds or less; however, during major incidents, the PSCC may receive many calls at once. Callers should not hang up and call again, as staying on the line keeps their place in the queue.  

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