The future of public safety is increasingly shaped by artificial intelligence. Hexagon, a leading provider of solutions for safety, infrastructure and geodata, shows how modern technologies can transform the work of emergency and security authorities without replacing the role of humans. Imagine every emergency call, text message or alert being analysed in real time and forwarded directly to the appropriate emergency services. Hexagon’s AI systems link data, recognise patterns and prioritise events, enabling dispatchers to make faster and more informed decisions. Human decision-making remains essential, as AI acts as an enabler, not a replacement.
Opportunities and challenges of AI integration
Nick Chorley, Director of EMEA Public Safety at Hexagon, emphasises that the use of AI presents both immense opportunities and challenges. Artificial intelligence enables proactive control of operations, seamless coordination and previously unimagined efficiency gains.
At the same time, authorities are faced with the task of integrating these technologies into existing, often outdated infrastructures and maximising their benefits without compromising the integrity of their employees or the trust of the population.
Public safety authorities face structural problems: staff shortages, high burnout rates and isolated data management make decision-making difficult. There is often a lack of interfaces that could bundle real-time information. This is exactly where Hexagon’s solutions come in. Intelligent platforms create a central database that integrates information from CAD systems, dispatch software, IoT sensors and bodycams. This enables decision-makers to identify relevant connections more quickly, set critical priorities and deploy resources in a targeted manner.
Increased efficiency for control centres and emergency services
The integration of AI not only affects control centres, but also changes the work of emergency services on the ground. They receive accurate information about potential hazards, incidents that have already occurred and available resources. A fire brigade responding to a fire not only reaches the scene faster, but is also better prepared because AI takes historical data, environmental conditions and structural features into account. At the same time, control centres benefit from intelligent dashboards and analyses that make complex data understandable and support informed decisions.
Hexagon emphasises that AI never replaces decision-making responsibility. It reduces the cognitive load on dispatchers, detects anomalies and sets priorities in real time. Bill Campbell, Senior Vice President of Global Public Safety at Hexagon, illustrates this with the example of a 911 dispatcher: while humans determine the overall strategy, AI identifies critical keywords, prioritises operations and creates concise interim reports that provide immediately actionable information. This allows seemingly unrelated events to be linked and risks to be identified at an early stage.
Precise resource planning through intelligent systems
A key element is AI-based recommendations for optimal resource allocation. Algorithms analyse proximity, resource availability, incident type and historical dispatch data to suggest the most appropriate unit. This prevents duplication, avoids delays and ensures that the right responders are on site with the right equipment. Precise control increases both efficiency and safety.
The transparency of the systems is equally important. Hexagon relies on explainable algorithms that work in a comprehensible way and build trust. Dispatchers and managers need to understand how the technology works in order to integrate it successfully into their workflows. These aspects are particularly relevant in Europe, where data protection requirements such as the GDPR regulate the use of personal data. Hexagon’s solutions combine safety, efficiency and compliance so that authorities can use AI responsibly.
Strategic planning and proactive safety work
The benefits of AI go beyond immediate operational coordination. Historical operational data, environmental information and demographic patterns can be analysed to optimise personnel planning, risk assessment and preventive measures.
At the same time, AI systems monitor operational processes, detect anomalies and enable the evaluation of measures. This increases the effectiveness of operations and strengthens public confidence in public safety organisations. Hexagon’s platforms also promote networking between different actors. Dispatchers, field personnel, municipal control centres and private partners work on the basis of a shared situational picture.
Coordinated collaboration improves response times, increases the accuracy of operations and supports quick decisions, even in dynamic situations. AI thus becomes the link that brings fragmented information flows together and brings everyone involved to the same level of knowledge.
A people-centred approach despite digitalisation
Bill Campbell emphasises that AI does not replace people in emergency and security services, but rather supports their work. From triage and resource planning to real-time interim reports, AI works behind the scenes while humans make the final decisions. Trends are identified, events are linked and information is provided at the right time. This reduces cognitive load, improves situational awareness and enables emergency services to act more precisely and safely.
However, digital transformation requires a well-thought-out strategy. Authorities must continuously monitor technological developments, analyse best practices and clearly align the integration of AI with operational goals. Hexagon provides support through consulting, training and flexible solutions that integrate with existing systems. Change management, a clear procurement strategy and ongoing monitoring are crucial for the successful introduction of AI.
AI as an enhancer of public safety
AI will fundamentally change public safety in the future. Cities are becoming more complex, data volumes are growing, and the demand for fast, transparent and effective security measures is increasing. Hexagon’s AI platforms enable real-time information, intelligent recommendations and optimised coordination of all parties involved. People remain at the centre, supported by technologies that improve decision-making processes, minimise risks and increase responsiveness.
Those who want to exploit the potential of AI must think beyond technology. Strategic planning, data protection-compliant implementation, training and employee acceptance are crucial. Hexagon demonstrates that an integrative approach, in which AI serves as a partner rather than a replacement, optimally prepares authorities for the challenges of today and the opportunities of tomorrow. The combination of real-time data analysis, automated workflows and human expertise opens up new possibilities for proactive, coordinated and secure public safety work.
The Hexagon study on the role of AI in public safety summarises these developments in detail and offers practical insights: https://www.hexagon.com/insights/hexagon-predicts-the-future-of-ai-in-public-safety
