Guide for 911 centers and C5s

Mexico's 911 standard: what it requires of a CAD

The SESNSP's Norma Técnica 9-1-1 v2.0 sets the minimum requirements for the computer-aided dispatch (CAD) system and GIS of every state and municipal emergency call center in Mexico. This list gathers its 22 software requirements, each with its clause number and the question to put to every vendor when drafting a tender's technical annex.

Download the self-assessment (PDF)

What is the Norma Técnica 9-1-1?

Its full name is the technical standard for emergency call services through Mexico's single harmonized 9-1-1 number. It is issued by the SESNSP's National Information Center, and its goal is for emergency call centers (CALLE) to operate and organize consistently. It applies to state and municipal centers and covers seven aspects: operational organization, infrastructure, technology, staffing, protocol-based operation, evaluation and inter-institutional coordination.

Source: Norma Técnica 9-1-1 v2.0 (PDF, gob.mx)

CAD and GIS requirements, clause by clause

Platform and availability

4.2

A mission-critical system on high-availability hardware and software, with redundant servers, databases and networks.Ask the vendor: What is the redundant architecture, on-premise and in the cloud?

4.2.1

A disk failure must be transparent to operation.Ask the vendor: What happens to operations if a disk fails?

4.2.2

Run on a commercial operating system, or one derived from in-house development.Ask the vendor: Which operating systems do the server and workstations run on?

4.2.3

A commercial, non-proprietary database whose table structure can change without interrupting the system.Ask the vendor: Which database engine, and can its schema change while live?

4.2.4

Can be backed up while in operation.Ask the vendor: How and how often is it backed up without stopping service?

Integrations the CAD must have

4.2.5.1

A live integrated map showing incidents, video surveillance points and GPS units.Ask the vendor: Does one map show incidents, cameras and units in real time?

4.2.5.2

CTI integration with the phone switch, ready to accept ANI and ALI.Ask the vendor: Which phone switches does it integrate with, and how does it receive number and location?

4.2.5.3

Integration with the voice recording system.Ask the vendor: Is the recording linked to the incident?

4.2.5.4

Integration with automatic vehicle location (AVL).Ask the vendor: Which AVL systems, and how often do positions update?

4.2.5.5

Integration with the video surveillance system.Ask the vendor: Which VMS platforms, and can operators open a camera from the incident?

4.2.5.6

Interfaces to exchange information with other CAD systems and with the IPH (police report) databases.Ask the vendor: How does it exchange data with another CAD and with the IPH?

4.2.5.7

Emergencies visible on smartphones or tablets, with their location on a map.Ask the vendor: What does the field unit see on its device?

4.2.5.8

Store information using the current National Catalogue of Emergency Incidents (CNIE) nomenclature.Ask the vendor: Does it classify natively with the current national catalogue?

4.2.5.9

Support for operators giving telephone first aid, using the SESNSP-issued protocols.Ask the vendor: Does it include the SESNSP first-aid protocols?

4.2.5.10

Connection to highway arches (licence-plate reading).Ask the vendor: Does it receive highway-arch alerts into the incident?

Decision support

4.2.6

Features that improve response times by integrating support platforms and information for real-time decisions.Ask the vendor: What does the system recommend to the operator, and who decides?

Geographic information system (GIS)

4.8.1

A GIS linked to or integrated with the CAD.Ask the vendor: Is the GIS part of the CAD or a separate system?

4.8.2

A vector platform or real-time web mapping.Ask the vendor: Which mapping does it use, and who updates it?

4.8.5

Minimum layers: state, municipality, neighbourhoods (colonias), streets and points of interest.Ask the vendor: Does it include layers down to colonia level?

4.8.6

Data compatible with standard formats such as SHP, KML, TAB, DXF or GML.Ask the vendor: Which formats does it import and export?

4.8.7

Search by address with specific fields.Ask the vendor: How does it search an incomplete Mexican address?

4.8.8

Generate custom thematic maps.Ask the vendor: Can it produce heat maps by incident type?

Clauses 4.2.7 to 4.2.23 describe the center's own infrastructure (E1 and SIP lines, a PBX with ACD, call costing, digital recording, servers, monitors, radios, cabling, power), not the CAD software.

The times the CAD must measure

≤ 90 s

Average reception time (7.3.1.1)

≤ 90 s

Average dispatch time (7.3.1.2)

≤ 10 min

Urban arrival time, from unit assignment (7.3.1.3)

To prove these times, the CAD has to timestamp each stage of the call: reception, incident capture, unit assignment and arrival. When evaluating a system, ask to see the per-stage time report, not just the total.

It applies to in-house CADs too

Clause 4.2.24 recognizes that states run both CADs bought from specialist vendors and CADs built by the centers themselves, and makes clear that all of them must meet the minimum requirements. If your center runs its own system, this list shows which integrations are missing before the next evaluation or the next FASP budget cycle.

Frequently asked questions

What is Mexico's Norma Técnica 9-1-1?

It is the technical standard for emergency call services through Mexico's single 9-1-1 number, issued by the National Information Center of the Executive Secretariat of the National Public Security System (SESNSP). The current version is 2.0. Its goal is for emergency call centers (CALLE) to operate and organize consistently.

Who does the Norma Técnica 9-1-1 apply to?

State and municipal emergency call centers (CALLE). It sets parameters for organization, infrastructure, technology, staffing, operation, evaluation and regulation.

What does the Norma Técnica 9-1-1 require of a CAD system?

Section 4.2 requires a high-availability CAD with a commercial non-proprietary database and live backup, and integration with the phone switch (CTI with ANI and ALI), voice recording, AVL, video surveillance, other CADs and the IPH, mobile viewing, coding with the National Catalogue of Emergency Incidents, telephone first aid, highway arches and decision support, among others. Section 4.8 requires a GIS linked to or integrated with the CAD.

What response times does the standard set?

Section 7.3.1 sets an average reception time of no more than 90 seconds, an average dispatch time of no more than 90 seconds, and an arrival time of no more than ten minutes in urban areas, counted from when the unit is assigned.

Does the standard apply to a CAD built in-house?

Yes. Clause 4.2.24 notes that states use CADs bought from specialist vendors and others built by the call centers themselves, and that either way they must meet the minimum requirements.

Drafting your CAD technical annex?

K-Dispatch brings emergency call handling and dispatch into one platform, with map, video and an AI Co-Pilot for the operator. Our team can walk through this list against your current operation with you.

Request a review Technical annex guide See K-Dispatch

What is a C5?How C5 command centers work What is CAD dispatch software?CAD software for Mexican municipalities

Self-assessment PDF

All 22 requirements with their clause, the question for the vendor and a column to mark whether your CAD meets each one. Ready to print and use in a review or a technical annex.

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