Atos upgrading dispatch centers in Michigan to help save lives

New cloud-based 9-1-1 dispatch center technologies to utilize groundbreaking user interface incorporating automation and enabling callers to send text messages, photos, videos and live streams

Plano, TX, United States – January 17, 2024 – Atos today announces it has been trusted by Macomb County, Michigan, to upgrade its 9-1-1 dispatch system. The new centers will streamline the 9-1-1 process for the public, helping to save lives in 13 different communities in the county. The upgrade to Atos’ Next Generation NG911 system will be deployed at the county Communications and Technology Center, Warren and Shelby Township. Atos will be migrating the client from an on-premise system to a Cloud-based Atos solution, providing infrastructure services.

The six-year, $7.4 million contract will improve response times and allow the 9-1-1 dispatch centers to accept text messages, photos, videos, and live streams from callers. Atos solutions will help first responders better assess emergency situations and get to the scene faster.

Increasing demand on the 9-1-1 system has led Macomb County officials to take advantage of Atos’ cutting edge expertise in deploying similar systems in other communities in the U.S. NG911 offers advanced features, eliminating unnecessary delays by routing to the correct dispatcher in the center while offering predictive user interfaces and robust data capture.

Joe Hernandez, Head of Atos Public Safety, North America said “The move to NG911 means enabling multiple call types beyond voice including texts, multimedia, and other important live saving data. This can be overwhelming for telecommunicators which is why we built our Gemma solution from the ground up with this challenge in mind. Our new user interface helps the 9-1-1 call taker manage these new call types in a more intuitive and easy to understand manner. The automated functions will allow them to focus on critical tasks, gathering information faster and take away the administrative burden. We are proud to be selected by Macomb County and look forward to working closely with them in creating a foundation for their NG911 transition.”

Angela Elsey, Macomb Co. Dispatch Director said “The aging infrastructure poses a significant risk of system errors, jeopardizing our ability to possess emergency calls efficiently without disruption. The requirements for network compatibility demanded a change. This cloud-based solution offers a comprehensive suite of features that directly addresses the challenges we face and delivers a multitude of benefits positively impacting public safety, operational efficiency and fiscal sustainability.”

NG911 will also leverage automation capabilities to detect abandoned calls by automatically calling the person back, sending a text and routing back to dispatch call agents if necessary. This will save dispatchers time as during storms they could have around 200 abandoned calls they need to return manually. Advanced analytics will show trends allowing the dispatch center to anticipate and prepare for future events.

The new system will allow Macomb County to save costs by sharing the system with other centers. The cloud-based system also allows for scalable and flexible architecture with the potential for others to join even outside of the geography.

Atos has implemented the NG911 services successfully in St. Francois County Missouri and is in the process of implementing the system in Fairfax Co. Virginia.

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About Atos

Atos is a global leader in digital transformation with c.105,000 employees and annual revenue of c. € 11 billion. European number one in cybersecurity, cloud and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 69 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Press contact

Courtney Terlecki – Courtney.terlecki@atos.net