Why 911 Technology Should Work Like Plumbing

How a simple idea is changing emergency technology

At a big conference, people kept asking how our company is different from other technology companies. I found myself saying: "We're like plumbers."

Let me explain why this matters.

What Plumbers Do

When you have a problem with your water, you don't want a long explanation about pipes and water pressure. You want someone who understands your problem, has the right tools, and can connect everything so water flows where it should go.

Technology for 911 centers should work the same way.

The Problem with Most Tech Companies

Most technology companies today sell individual pieces. They have really cool technology that solves one specific problem.

But 911 centers don't need individual pieces. They need everything to work together smoothly when someone's life is in danger.

Everything Connects

Here's what makes us different: everything we build is designed to connect with everything else.

Think of it like this: a good plumber can connect different types of pipes and fixtures to make one working system. We can connect our technology to any system that's already working in a 911 center.

This isn't just about how we build things. It's about how we think emergency technology should work.

Making Work Easier, Not Harder

When we show our technology to 911 centers, we always hear the same thing: "This is exactly what we need, and it works with what we already have."

That's not an accident. We start by asking: "How do 911 operators actually work?" Then we figure out how to fit our technology into the way they already do things.

Here's an example:

Old way: When someone calls 911 in Spanish, the operator has to:

1. Realize they need help with Spanish
2. Call an interpretation company
3. Wait on hold
4. Explain the emergency to the interpreter
5. Have a three-way conversation

Our way: Same call, same computer screen, but now:

1. Our system hears Spanish and starts translating right away
2. The operator can read what the person is saying in English
3. If they need a live interpreter, they press one button
4. Everything happens on the same screen they always use

The technology is smart, but the way it works is simple.

The Template Idea

One of our coolest ideas is something we call "templates."

When AI listens to a 911 call, we give it a list of questions to answer:

• What's the caller's name?
• What's their phone number?
• Where is the emergency?
• What kind of emergency is it?

But here's the special part: we let 911 centers change this list. They can add questions, remove questions, or change questions based on what they need.

This means 911 centers aren't stuck with our ideas about what's important. They can make the technology work exactly how they want it to.

Connecting Everything

We don't just work on one part of an emergency. We connect the whole thing:

911 Call → Sending Help → Helping at the Scene → Follow-up

Most companies focus on just one part. We make sure all the parts can talk to each other and share information.

Real People Know Best

911 centers have experts - the operators, supervisors, and IT people who know their situation better than any technology company ever could.

We build technology that makes these experts more powerful, not technology that tries to replace them.

This means:

• Screens that can be changed to match how people work
• AI that people can understand and control
• Technology that connects to what's already there
• Features that can be adjusted based on experience

Why This Matters Now

911 centers are being told they need to upgrade their technology. Companies are trying to sell them solutions that promise to change everything.

We offer a different path: evolution instead of revolution. Instead of throwing out what works and starting over, we connect new abilities to systems that already work well.

Real Results

This isn't just an idea. In Maryland, nine counties use our technology without changing how their 911 operators work. They kept their familiar computer screens and the way they handle calls, but now they can help people who speak other languages in 10 seconds instead of 5-10 minutes.

The feedback is always the same: "It just works with everything we already do."

Building for Connection, Not Replacement

The best technology often becomes invisible when people use it every day. 911 operators shouldn't have to think about language detection or AI transcription. They should just experience faster, better emergency communications.

This means we need to think about technology differently: start with how people work, not with what technology can do.

The Future of Emergency Technology

The technology companies that succeed will be the ones who understand that their job isn't to show off impressive features. Their job is to solve real problems by connecting the right tools in the right way at the right time.

Like a master plumber who can look at a building and understand exactly how to add new pipes without disrupting what's already there, successful emergency technology companies need to understand how to add new abilities to systems that already work.

The future isn't about replacing human knowledge with artificial intelligence. It's about connecting human judgment with technology tools to serve communities better.

Sometimes the most impressive approach is simply making sure everything works together.