Posted in All, Press Release on Nov 18, 2025
Meet Eddie Lau — a Senior Sales Engineer with 25 years of experience designing emergency communications systems and one of the few engineers who’s seen firsthand how PSAPs operate across the country. Eddie found his calling in 9-1-1 after leaving the commercial tech world, discovering purpose in building systems that protect citizens and first responders on their worst days. With deep industry expertise, a commitment to innovation, and a background shaped by discipline from his years as a competitive bodybuilder, Eddie is dedicated to helping agencies move from legacy technology into the next generation of life-saving NG911 systems.
I found my way into this industry by accident in 2000. After leaving BellSouth, I went to work for the World’s biggest software company in California, building some of the World’s largest commercial contact centers. But the job wasn’t fulfilling. It wasn't until I came into the public safety industry where I found my true calling. Knowing every design I create helps someone on the worst day of their life. Systems I designed not only protect citizens, but they also help first responders stay safe.
The biggest challenge right now is staffing. Dispatchers work long hours for modest pay, and the sacrifices are real. It’s a demanding job. Technology can help, but adapting to new tools takes time, and doing so in a way that doesn't overwhelm them is important.
Today, we can share voice, video, and data in real time, giving responders critical information where it is most needed, which can make a real difference in saving lives. Technologies may evolve, but the mission remains the same: saving lives faster, smarter, and more efficiently.
I’m one of the few engineers in the industry who travels nationwide, so I’ve seen how every region operates. NGA technologies keep at the forefront of the industry and arm me with the tools many agencies need but can’t necessarily afford. I take pride in the tools at my disposal and, in turn, help those agencies to move into the 21st century.
Collaboration between NGA and the PSAP is vital. Public safety agencies and vendors have to work together from start to finish of the project. Unlike in the past, the vendor usually shoulders all the burden of the project, whereas little involvement was given from the PSAP staff. In today’s complex environment, it is required that the Project Team from both sides work together unlike it was in the past. Inputs from the PSAP are equally important for the success of the project, from working with and coordinating with other 3rd-party vendors to involvement in cutover activities.
Most issues aren’t system failures; they’re user challenges. When stakeholders work together, the project runs smoother and results improve for everyone.
Industry consolidation. As big vendors buy up smaller ones, the industry risks losing innovation and diversity of thought. Progress thrives on competition and diverse perspectives, and we need to protect that creative space.
I spent five years as a competitive bodybuilder. It taught me discipline, focus, and consistency, which is the same mindset I bring to my work every day.