The Arlington County, Virginia, Emergency Communications Center (ECC) has been honored as a 2025 AWS Champions Award winner for its implementation of Amazon Connect to modernize 911 call handling. As one of the first emergency communications centers in the country to deploy AI-driven automation for non-emergency calls, Arlington County is setting a national precedent for how cloud and AI technologies can enhance public safety services while preserving the critical human touch for life-threatening emergencies.

Project Overview
In a move to optimize resource allocation and improve service delivery, Arlington County ECC implemented a cloud-based call routing and automation solution using Amazon Connect. This modern platform leverages AI and automated voice response capabilities to process and manage a wide range of non-emergency calls, including:

• Storm damage reports 
• Graffiti complaints 
• Abandoned vehicle and towing inquiries 

The system is designed to intelligently route calls, respond to common inquiries, and redirect callers to appropriate online resources without requiring human intervention for routine matters. Importantly, the platform preserves human call takers for high-priority, emergency situations, ensuring uninterrupted access to critical services for those in immediate need.

Why It Matters: Easing Dispatcher Workload and Improving Responsiveness
Emergency communications centers across the country are experiencing increased call volumes and staffing pressures. Arlington County's AI-driven automation addresses these challenges by:

• Freeing up dispatcher time to focus on high-priority 911 calls 
• Reducing hold times and increasing the speed of service for non-emergency callers 
• Improving operational efficiency by automatically guiding callers to digital self-service tools when appropriate 
• Enhancing caller experience by eliminating unnecessary transfers and streamlining access to information 

This strategic use of Amazon Connect allows Arlington County to strike the right balance between innovation and reliability, using automation to handle routine tasks while maintaining personal engagement for critical incidents.

A Visionary Step Forward in Public Safety
With its deployment of Amazon Connect, the Arlington County Emergency Communications Center has set a new standard for how emergency call centers can responsibly embrace cloud-based AI. The county’s forward-thinking approach demonstrates that automation and empathy can coexist, empowering frontline personnel, improving constituent experience, and optimizing public safety operations.