How El Paso, Texas, Built a Smarter Emergency Network

Emergencies are unpredictable. Response times shouldn’t be.

At El Paso County 911 District, we serve more than 845,000 residents and support over 40 public safety agencies. Our team manages a complex ecosystem of technologies, from mass notification systems to shared platforms used across jurisdictions. Every second counts when lives are on the line, and outdated infrastructure can slow response times, increase cybersecurity risks and strain already limited resources.

Recognizing the need for transformation, we collaborated with leading technology experts to modernize our emergency communications infrastructure. Together, we’ve embraced AI, automation and resilient network design to build a smarter, more scalable system that meets today’s demands and prepares us for tomorrow’s challenges.

OVERCOMING LEGACY SYSTEMS AND STAFFING CHALLENGES

Before modernization, our network was under significant strain. Network congestion reached 97 percent, creating performance bottlenecks and exposing cybersecurity vulnerabilities. Database response times averaged 13 minutes per day when dispatchers needed critical information fast.

Staffing shortages, especially among bilingual call takers, compounded the challenge. During the COVID-19 pandemic, these gaps became even more pronounced. We had to find ways to open up call-taking roles to non-bilingual staff without compromising service. At the same time, public expectations were rising. Residents wanted faster, more accessible service, including support for non-English speakers.

We’ve always been progressive in our thinking, and that includes how we approach AI. The idea of using it as a force multiplier, what we call “augmented intelligence,” wasn’t new to us. We had already begun embedding this mindset into our workflows and planning. Years of groundwork and experimentation laid the foundation. When the moment came to act, we were ready and we acted with purpose.

BUILDING A FOUNDATION FOR NEXT-GEN 911

The systems we run are demanding, and we rely on outside engineering expertise to modernize them. With support from specialized IT engineers, we reconfigured our network to support a new generation of tools and capabilities.

Together, we introduced critical upgrades — network segmentation, advanced firewalls, real-time monitoring and zero-trust principles — to proactively mitigate threats. We also transitioned from closed, on-premises systems to a modern, private cloud environment. This shift provided us with the flexibility to integrate new technologies and reach a broader audience without compromising security or control.

As a small team with limited resources, we couldn’t have undertaken this transformation alone. For any emergency services network looking to modernize, I highly recommend seeking support and guidance from IT experts outside of your organization. Strategic collaboration and shared expertise helped us design a solution tailored to our unique needs and bring our modernization plan to life.

AUGMENTED INTELLIGENCE IN ACTION

With a stable foundation in place, we began deploying AI to enhance operations. One of the first applications was a module that could transcribe calls and generate AI summaries. These summaries enabled dispatchers to scan entire conversations in seconds — an invaluable tool when time is of the essence.

We also applied AI to one of our most persistent challenges: language translation. As noted earlier, relying solely on bilingual call takers had become unsustainable, especially during the pandemic. AI helped us rethink that model, enabling non-bilingual staff to step into call-taking roles without compromising service.

Today, our system translates Spanish in real time. Call takers can type in English and the bot responds in Spanish. We’ve eliminated the need for (and cost of) third-party translation services, and we’re expanding to support over 250 languages.

The biggest leap came in September 2025 when we launched our AI-powered call bot into production. It now handles non-emergency calls, reports and callbacks on hang-ups. With over 280 programmed “intents,” the bot can:

• Manage common complaints like fireworks or noise
• Ask relevant questions based on keywords
• Build reports and generate work tickets for city systems
• Handle callbacks for 911 hang-ups and confirm emergencies

AI isn’t replacing our people; it’s making them more effective.

The impact has been immediate. Database response times have dropped from 13 minutes to just 3 minutes per day. Call answer times, which are the most critical benchmark for any 911 system, are faster than ever. Reports that once took more than 20 minutes to process now run in just a few minutes. Every day, more than 30 malicious attempts to attack the network are blocked, with zero ransomware disruptions.

Moreover, new translation tools have eliminated reliance on third-party providers. Through automation and efficiency gains, we’ve saved millions of dollars that are now being reinvested in innovation. We’re doing more with fewer resources and delivering faster, smarter service to our community.

PREPARING FOR THE NEXT ERA OF PUBLIC SAFETY

The work isn’t done, as we're actively exploring new ways to leverage AI and automation. During surge events, like a major accident or weather emergency, the AI bot absorbs spikes in non-emergency call volumes, freeing up our call takers for critical calls.

Future applications could include:

• CAD event building: Automating the creation of dispatch events based on call data
• Real-time prioritization dashboards: Helping call takers identify and respond to high-priority calls faster
• Geolocation-based clustering: Grouping related calls from the same area to streamline response
• Monitoring 100 percent of calls for protocol adherence: Ensuring quality and consistency across all interactions
• Voice inflection analysis: Detecting stress or urgency in caller tone to aid triage
• Dashboard alerts for priority calls and resource coordination: Improving situational awareness and response

These innovations have broader implications across our operations. The systems and processes we’ve built are also scalable, providing a model that other districts can adopt. Internally, staff productivity and morale have improved, while externally, greater transparency and responsiveness have strengthened public trust.

We’re also exploring how AI can support quality assurance. Monitoring 100 percent of calls for protocol adherence ensures consistent service delivery, identifies training opportunities and reinforces public trust through accountability. That’s the future we’re building toward.

A BLUEPRINT FOR INNOVATION

Our journey shows that emergency response transformation is achievable and can unlock tremendous improvements to workflows and service. Through AI, automation and resilient infrastructure, we’ve redefined how speed, accessibility and coordination serve the public.

Technology has amplified the impact of our responders. It frees them to focus on what matters most.

El Paso offers a blueprint for other municipalities that's grounded in adaptability, collaboration and community trust. Our future-ready approach to public safety is already taking shape.

Jennifer Aguilar is senior network administrator for El Paso County 911 District. With over 25 years of experience in IT, she is a respected voice in infrastructure management and network security. She currently manages the complex data backbone for the El Paso County 911 District, a tenure that began over a decade ago. Known for her practical, results-driven approach, Aguilar excels at balancing strategic project management with the necessity of daily operational support. Aguilar holds a B.S. in computer science and business management from Northwest Missouri State University.