Gwinnett County budgets $2.5M to upgrade 911 call system; AI, texting features expected to be included

Gwinnett 911 adds ai for faster emergency response

Gwinnett County is investing $2.5 million to modernize its 911 system with artificial intelligence and Next Generation 911 capabilities. This overhaul will allow dispatchers to receive direct photos, videos, and texts while utilizing AI for real-time translation and transcription in one of Georgia's most diverse counties. The project, funded by cellphone bill fees, aims to triage high call volumes and is expected to be fully operational by December 2026.

GWINNETT COUNTY, Ga. - Gwinnett County is set to move forward with a multimillion-dollar upgrade to its 911 system, which is funded by this year’s county budget. 

What we know:

 The approximately $2.5 million upgrade was included in the county’s $2.5 billion 2026 budget, which was passed by commissioners on Jan. 6. 

"911 funding actually comes from what you pay with your cellphone bill," said Russell Royal, the county’s director of financial services. "It's a charge there and is specifically for this purpose."

Royal said the county’s 911 system was last overhauled in 2013, with its most recent update in 2019. 

What they're saying:

Royal said the project will allow people to text and send photos and videos directly to 911.

"It will provide more information for our dispatchers that can be passed on to our officers, so that they're better prepared when they're responding to calls," he said.

Officials and police said artificial intelligence is expected to be included to help with translation and transcription.

"Gwinnett has a very diverse community. There's a lot of different languages that are spoken," Gwinnett County Police Cpl. Ryan Winderweedle said. "Sometimes, those calls come in, and they need assistance with translating to get the fastest response time to what they need."

Police said the project could ease the burden on call takers when multiple calls are coming in about the same incident.

"Hopefully, these systems can help triage those toward other call takers, who will be available for other emergencies that would be coming into 911," Winderweedle said.

What's next:

Royal said the county will be putting the project out for bid in the near future. He said he expects the upgrades to be installed by December.