BFP Praises Seamless Inter-Agency Collaboration, Accuracy, Cutting-Edge Technology and Tools of Unified 911 System

Before the Bureau of Fire Protection (BFP) adopted the Unified Platform for Communications & Dispatch (UPCAD) system of Unified 911 for emergency response, command stations relied on voice-only radio frequencies that were hampered by poor signals, dead zones and congested telephone lines.

 

Dispatchers relied on inaccurate, panic-stricken verbal descriptions from callers and were “completely blind” to what was actually happening at the scene of the emergency. Exact incident locations and changing ground conditions were pure guesswork.

 

This was how Fire Senior Inspector (FSINSP) Jeramile C. Valdez, Chief of Fire Communication Operations Section of the Quezon City Fire District, described the BFP’s emergency response operations before the adoption of the cutting-edge communication tools and technology provided by Unified 911.

 

“In the past we lacked a shared platform with the local government unit (LGU) and the City Disaster Risk Reduction and Management Office (CDRRMO) so coordinating cross-agency assets like traffic control or city water tankers required tedious phone calls that created critical operational delays. But when the BFP switched to the UPCAD system in early 2026 dramatic operational and dispatch improvements happened,” FSINSP Valdez noted.

 

UPCAD is the Philippine government’s next-generation mission-critical technology for emergency response that integrates local 911 call centers with field responders to deliver real-time data exchange, multimedia communication and precise geolocation tracking.

 

“UPCAD transformed our workflow by replacing guesswork with precise, real-time data that significantly cuts down our turnout and response times. The platform automatically pins a caller's exact GPS location while allowing our dispatchers to receive live text, photos, and video feeds directly from the scene before the trucks even roll out. This instant situational awareness allows us to dynamically map out the fastest routes around urban traffic and deploy the exact specialized equipment needed the moment we arrive,” FSINSP Valdez said.

The BFP logistics head praised the seamless inter-agency collaboration that is the hallmark of UPCAD and the cutting-edge technology provided by NGA 911 Philippines to the Unified 911 system.

“Having a wide-coverage, unified network creates a single operational picture that bridges the gap between the BFP, the LGU and disaster response units like the CDRRMO. The moment an incident is logged, the LGU’s traffic and security forces are able to see the same data so we can immediately clear gridlocked roads, establish outer cordons, and prepare evacuation shelters ahead of time. This digital interoperability cuts out administrative red tape and allows us to request for heavy city machinery or asset support, directly through the platform, while actively fighting a fire,” Valdez added.

Addressing mayors and DRRMO heads in a message, he said “upgrading to UPCAD is not just buying software; it is a vital investment in your city's survival. In public safety, every second spent navigating a communication blind spot or a traffic jam directly costs lives and millions in property damage. By bringing the BFP, LGU, and national emergency lines onto a single next-generation platform, you give your frontline responders the exact tools they need to make your community a resilient, data-driven smart city.”

 

UPCAD acts as the backend and dispatch engine for public safety officials and directly supports the existing Emergency 911 National Hotline (which can be reached by dialing 911 toll-free). “By providing precise geolocation and streamlined data sharing, emergency calls are routed and dispatched to the nearest available first responders much faster,” FSINSP Valdez told LGU officials.

Key UPCAD emergency response features include unified command that connects fire, police and 911 departments into a single communication networks; field technology that empowers first responders on the ground with robust, highly durable smartphones, feature phones and tablets; and enhanced coordination that bridges voice collaboration, digital workflows and mission-critical video to ensure that vital information is not lost during high-pressure crises or natural disasters.

 

The national rollout of UPCAD that was implemented in partnership with the Department of the Interior and Local Government, NGA Philippines and PLDT happened last January and has transformed emergency response operations for the BFP, medical services and LGUs.

Unified 911 Launches Real-Time Translation Feature for Foreign Emergency Callers

With 400,000 to 500,000 tourists visiting the Philippines monthly and about 133,000 expats living in the country semi-permanently, the introduction of auto-translate technology to the Unified 911 emergency response system continues to revolutionize Philippine emergency communications.

NEXiS Connect, NGA 911's cutting-edge call handling system, can now automatically convert a foreigner's voice call from his or her native language into English or Filipino in real time. This enables seamless communication between callers and emergency responders, allowing Filipino call takers to instantly receive and understand conversations in English or Filipino.

The call handling system's automatic voice-to-text translation feature currently supports Spanish, Italian, German, French, Filipino, and English, with additional languages set to be added in the coming months as the system continues to expand its multilingual capabilities.

The new feature eliminates the need for third-party interpreters and speeds up the process of emergency response.

"Safety is a primary factor for global travelers," says NGA Philippines country head Robert Llaguno. NGA Philippines provides the next generation technology that gives Unified 911 its cutting-edge capabilities.

"Knowing that language barriers are eliminated by advanced AI removes the fear of being stranded during a medical issue or natural disaster while in the country. This makes the Philippines a more competitive, 'smart tourism' destination," Llaguno said.

Apart from voice calls, foreign tourists can also use familiar platforms such as the Unified 911 PH Facebook Messenger to reach local emergency services without needing a local SIM card or knowing local dial codes. Messages sent through the platform are received directly by Unified 911 call handlers, enabling them to respond through the same interface they use to manage emergency communications.

Together, NEXiS Connect and NEXiS Message help democratize public safety by ensuring that, regardless of language spoken, socioeconomic background or physical ability, every individual in the Philippines has equal, rapid access to life-saving aid.

NEXiS Message is a secure, encrypted communication and collaboration platform developed by NGA 911 that unifies emergency response systems, public safety communications, and first-responder coordination into a single, seamless digital workspace. It integrates Facebook Messenger, text messaging apps and traditional channels like landlines into a single interface at the Unified 911 command center.

NEXiS Message also enables call takers to respond in English, with their replies automatically translated back into the caller's native language to enable seamless two-way communication.

"In life-or-death scenarios like cardiac arrest, crimes in progress or blazing fires, a delay of even just 60 seconds can be fatal. NEXiS Connect’s auto-translation feature minimizes triage time because dispatchers can immediately identify the type and location of the emergency without wasting time trying to decipher a foreign language. Real-time translation also allows dispatchers to guide a foreign caller through critical procedures like CPR, applying pressure to a wound, or finding an escape route in a fire—without communication errors," Llaguno explained.

"Instead of dispatchers having to monitor separate screens for different apps, everything arrives in a single interface. The system allows citizens to send photos, live video streams and exact geographic coordinates along with their text. The secure workplace also enables the PNP, the BFP and local DRRMOs to securely view the same media files simultaneously, instantly verifying the legitimacy of an incident and reducing false alarms," Llaguno shared.

"NEXiS Message bridges the accessibility gap by integrating social media platforms and encrypted messaging apps into Unified 911 command systems," Llaguno said. "This ensures that public safety networks are designed for everyone, moving away from a voice-only framework toward an inclusive, multi-channel lifeline."

July, which is officially observed as National Disaster Resilience Month (NDRM) in the Philippines, is the perfect time to introduce these latest AI-powered enhancements to the Unified 911 emergency response system. It is an active step toward building community resilience, preparedness and effective disaster response.

NGA's cloud-native technology ensures that even if a physical local command center is compromised or flooded by a typhoon, emergency routing can seamlessly fail over to another location without dropping calls.

Prioritize Safety During the Holy Week Break; Know How to Call 911

The Holy Week starts on March 22 and despite the prohibitive fuel price hike, families and groups are still expected to travel by land, sea or air.

Whether the chosen destination is near or far, or even if one decides to stay at home, safety should continue to be the top priority.

Summer travelers must make sure to secure their homes by locking all doors and windows, unplugging all electrical cords to disconnect appliances, computers, air conditioners, TV sets and the like to protect them from power surges and to conserve electricity.

Travelers or even those who stay at home should always be alert for incidents of fire, theft, break-ins, medical emergencies or even suspicious activities.

The good news is that calling for help when there are emergencies, accidents or break-ins has never been easier. NGA 911 Philippines, provider of the next generation advanced technology being used by the nationwide Unified 911 System, says citizens all over the country now have unprecedented access to the national police, the Bureau of Fire Protection and emergency services.

Anyone can dial 911 from anywhere in the country for quick, integrated assistance from first responders, says NGA Philippines Country Head Robert Llaguno. Whether calling from a landline or a mobile phone the call will be routed through a single system to the nearest police, fire or medical response unit.

The Unified 911 system can respond to voice, text or video messages and its GPS feature can accurately locate callers wherever they are, Llaguno said.

For mobile phone owners, there is more good news. They can call 911 even without load or an active mobile plan on their phone. 911 calls are always prioritized and are free of charge, regardless of SIM card status.

How does the unified 911 system respond to emergency calls and why is it considered a landmark achievement in emergency response in the country?

Once a caller presses the numbers 911 on his or her gadget, the call instantly goes through an integrated network to a central point. Trained responders pick up the call in just two rings and can converse with the caller in different local dialects, Llaguno said.

The responders can evaluate the call to determine what type of emergency response is needed.

Quick response is guaranteed because the integrated system links the call to the Philippine National Police (PNP), the Bureau of Fire Protection (BFP) and local governments for effective coordination. Geo location pinpoints exactly where the emergency is taking place and first responders can arrive on the scene right on time. Police, fire or medical units are dispatched as needed.

Whether in cities or in tourist locations in the country, the 911 call can be placed and first responders will arrive.

However, Llaguno says 911 must be dialed for true emergencies only. Besides, the intelligent system can identify and locate prank callers and address them accordingly.

“Dialing 911 in case of emergency – whether you are on vacation, on the road, or at home – provides a streamlined, efficient way to get urgent help from the police, the fire department or from medical services. This time we have just three universal numbers to remember – 911 – unlike the many different numbers that were unique to various LGU’s before.”

“Today we are at par with countries in Europe and the United States that use the next generation advanced technology. It is a major leap in public safety modernization,” Llaguno said. 

Emergency Calls Can Now be Made Using Messaging Apps and Social Media in Morong, Rizal and Mambajao

Residents and visitors of Morong town in Rizal and the municipality of Mambajao in Camiguin Island can now make emergency calls to their 911 command centers using their preferred messaging apps.

 

NGA 911 Philippines, provider of next generation, advanced emergency communication systems in the country, has activated its secure, omnichannel platform called NEXiS Message in the two destinations to further modernize and streamline emergency response for the above-mentioned LGUs.

 

This means calls for help can now be made via text messaging, video calls, group chats and voice calls sent through popular messaging app Facebook Messenger, with other messaging apps to follow. The Morong and Mambajao LGUs can now receive and manage messages from these apps using a single, unified platform.

 

This advanced emergency response upgrade has been made possible with the activation of NGA Philippines’ NEXiS Message feature which has now integrated the two popular social media apps into one safe repository. Emergency callers and first responders can now share photos, videos and files that may help amplify the messages and information that they share in connection with their emergency. The repository safely logs all the files tied to the reported incidents.

 

Prior to the activation of NGA’s NEXiS, sharing private information like names, addresses, circumstances and other delicate information on a public domain is not secure because necessary cybersecurity protocols to protect sensitive data are lacking. Emergency response teams must also monitor multiple apps from different stations, which may result in fragmented and slower response.

 

But now emergency callers have privacy and protection. “Built on NGA 911’s robust cybersecurity protocols, messages sent through NEXiS are fully encrypted. This ensures that all information – including photos, videos and files shared by constituents  -- is protected,” explained NGA 911 Philippines’ Country Head Robert Llaguno.

 

“LGUs no longer need a dedicated station for each messaging app. All incoming communications coming through NEXiS Message are received and managed from a single interface. This also improves efficiency and response times,” Llaguno shared.

 

Citizens get seamless access to emergency response because of the new features, Llaguno said, especially if they are more comfortable using social media rather than hand held devices to communicate. “Citizens can now use their familiar messaging apps to report emergencies. They are assured that all their messages will be safely routed to the LGU's NEXiS Message platform so they are received quickly and handled with the highest level of security,” Llaguno added.

NEXiS Message is NGA 911’s cloud-native system that easily integrates with legacy and new communication systems and supports mapping, voice recording, video, SMS and multimedia. Besides enhancing connectivity it also fosters inter-agency collaboration and improves crisis management with streamlined information delivery across multiple platforms.

 

“This is the future of emergency response that is enjoyed by developed countries all over the world and it is now in the Philippines,” Llaguno said.

 

NGA 911 Philippines, a subsidiary of NGA 911 LLC in the US, is working with LGUs and institutions to modernize emergency response systems in the Philippines using next generation 911 technology.

NGA 911 Philippines, Provider of Cutting Edge Emergency Response Technology in the Country, is Now Certified by Global Emergency Response Standards Body

NGA 911 Philippines, the local subsidiary of Next Generation Advanced 911 (NGA 911) of California and a global innovator in the field of emergency response, is now a member of the National Emergency Number Association (NENA).

 

NENA is a global non-profit organization that ensures emergency services in the United States, Canada and other parts of the world conform to strict global standards in their operations. NENA collaborates with the European Emergency Number Association (EENA) on the European side so together the two agencies can ensure that emergency response systems worldwide are efficient, reliable, and capable of providing timely assistance to those in need. 

 

Recently, NGA 911 LLC in the US and NGA 911 Philippines participated in the NENA 2025 Long Beach Conference Program that showcased how Next Generation 911 technology can transform public safety and emergency response and also became a NENA member.

 

Public safety professionals and agencies from around the world explored innovations in emergency communication at the conference where the transformation of Logan County’s 911’s dispatch center into a next-generation emergency response hub was a key highlight. The adoption of advanced systems such as Next Generation 911 (NG911), real-time mapping and GPS tracking, and seamless communication platforms revolutionized how the county’s public safety hub performed was demonstrated. These technologies enable faster, clearer, and more coordinated responses between dispatchers and first responders.

 

NGA 911 Philippines has been responsible for upgrading the public safety systems of various LGUs and institutions in the Philippines to guarantee immediate and accurate response to emergency calls in the National Capital Region and other parts of the country. LGUs already served by NGA 911 Philippines like Morong, Rizal; Alaminos City, Pangasinan; Cebu City, Cagayan De Oro City, Municipality of Mambajao in Camiguin Island, and Bustos, Bulacan have reported on how their emergency response capabilities have been revolutionized by the NGA 911 technology.

 

NGA 911 uses cutting-edge technology to improve communication, location accuracy, and data sharing between emergency service providers and link them together to address an emergency call. Moving beyond traditional voice-only calls, the NGA 911 technology enables to public to use multimedia text, photos and videos with their calls. These are then processed by the system to ensure faster call routing and enhanced location services. The result is quicker, more efficient, and coordinated responses during emergencies. 

 

With the NENA membership, NGA 911 Philippines can better assure LGUs and institutions that its services conform to the highest global standards in. emergency response.

 

Becoming a NENA member opens doors to transformative opportunities in public safety because NENA plays a key role in shaping the future of emergency services through its standards, training, and technological support. NENA standard technologies enable faster response times, real-time data sharing, GPS tracking, and seamless communication between dispatchers and first responders.

 

For the Philippines, adopting NENA standards and NG911 infrastructure offers the potential to modernize the country’s 911 services. Benefits include enhanced agency coordination, improved training for emergency personnel, and more efficient, data-driven resource management. Ultimately, these innovations are expected to improve response times and elevate the quality of emergency care across the nation.

NGA 911 Briefs Metro Manila Council on Advanced, Next-Gen Emergency Response and Disaster Preparedness in LA

LOS ANGELES, CALIFORNIA – Next Generation Advanced (NGA) 911 -- an IP-based emergency communications system that transforms crisis response through technology, integration and real-time reporting -- presented the future of public safety and emergency response to a delegation of the Metro Manila Council and the Metro Manila Development Authority (MMDA) at an educational tour in Westin Bonaventure, Los Angeles California recently.

NGA’s Chief Executive Officer Don Ferguson and Chief Financial Officer Ishka Villacisneros welcomed the local government executives in LA and briefed them on NGA’s mission to enhance public safety and emergency response, letting them know that NGA, their technology and systems are already available, and infrastructure built in the Philippines.

The presentation included a demonstration of how the advanced system performs in various emergency response situations. Simulations of actual crisis situations where NGA 911’s next generation technology developed by the company in LA were highlighted.

“NGA 911 provides cities and communities in the US and other countries with peace of mind through our advanced and next generation emergency response systems. We are happy to announce that this next-generation 911 technology is now in the Philippines and we are looking to save more lives and empower more communities by unifying all systems in the future,” said Ferguson.

NGA 911 has ongoing deployments in Rizal, Pangasinan and Cagayan De Oro regions. These LGUs are now ready to provide the next-generation digital technology for emergency communication and public safety services that is used in the United States.

“We are partnering with NGA 911 to equip our public safety officers with a system that will enable them to provide immediate emergency assistance and help us adapt to the ever changing landscape of public safety,” Morong Mayor Sidney Soriano had said at the announcement of their LGU’s partnership with NGA 911 in April 2023.

Among the Metro Manila mayors present in the event were San Juan City Mayor Francis Zamora, Mayor Jeannie Sandoval of Malabon, Mayor Ruffy Biazon of Muntinlupa, Navotas Mayor John Rey Tiangco, Pasay City Mayor Emi Calixto-Rubiano, Mayor Ike Ponce of Pateros, Vice Mayor April Aguilar Nery of Las Piñas, together with CDRRMMO officers and MMDA official led by Usec. Frisco San Juan, Atty. Vic Trinidad, and Atty. Cris Saruca.

The NGA presentation was part of the educational tour of the Philippine delegation on Disaster Preparedness, Emergency Response in the US that also coincided with the Manila International Film Festival itinerary organized by the MMDA in Los Angeles, California.

As part of the educational trip, NGA facilitated a Los Angeles City Hall tour for the Metro Manila mayors who had the opportunity to interact and talk with the City of Los Angeles Deputy Mayors and city officials.

PLDT Global, U.S.-Based Next Generation Advanced 911 Bring Advanced Emergency Communications System to PH

PLDT Global Corporation (PLDT Global) is enabling United States-based technology solutions provider Next Generation Advanced 911 (NGA 911) to help boost emergency response systems in the Philippines with advanced technology, delivered through the nationwide PLDT network infrastructure. PLDT Global is the international unit of PLDT Inc. 

Under the partnership, NGA 911 will be able to provide its NG9-1-1 solution to Philippine customers like LGUs and public safety teams. NG9-1-1 is an IP-based emergency communications system that aims to improve emergency response by enabling callers to send text, photos, and videos to 911 centers, as well as receive real-time data on the location and status of responders. With NG9-1-1, responders can gain access to precise and comprehensive information regarding emergency situations, leading to expedited and enhanced response capabilities.

 

"We are excited to partner with PLDT Global to bring the NG9-1-1 platform to the Philippines,” says Don Ferguson, CEO of NGA 911. “NG9-1-1 will transform the practice of emergency communications and response in the Philippines. We have delivered this solution to public safety agencies across the United States.  Soon, Philippine customers can gain access to NGA 911’s advanced emergency communication technologies that are currently only available in the United States. We look forward to working with PLDT Global to make this a reality.”

 

“With PLDT’s extensive network and digital expertise, we hope to make this technology accessible to Filipinos and create an opportunity for the Philippines to be a 911 hub in Asia,” says Roselle Dela Cruz, Vice President - Americas and EMEA of PLDT Global.

 

Apart from servicing the needs of overseas Filipinos, PLDT Global is also committed to bringing international solutions to the Philippines. This opens more opportunities for the country to deliver the technology needs of the global market, by leveraging on the PLDT group’s digital infrastructure.

 

"We are here to provide innovative platforms to our global network of carriers and enterprise customers, linking them to potential clients who might need their services not only overseas, but also in the Philippines. Through this partnership, we hope to deliver world-class next-generation 911 services to local public safety agencies and emergency responders,” says Albert Villa-Real, PLDT Global President and CEO.

 

Photo: (Left) Albert Villa-Real, President and CEO at PLDT Global Corporation and (Right) Don Ferguson, CEO and Co-Founder at NGA 911

This PLDT Global initiative contributes to PLDT’s broader goal of enabling the Philippines’ digital infrastructure and boosting its ambition to become the hyperscaler hub of the region and a key destination for digital transformation and investment.

 

For more information, visit www.nga911.ph