Before First Due, what was your experience with your RMS and the systems you used to manage day-to-day operations?

Chief Gaertner
Before First Due, we were operating with disconnected systems and a lot of paper processes. Our previous RMS wasn't user-friendly, and we were constantly frustrated with inaccurate or inconsistent reporting. I remember running the same report twice in one day and getting two different results. That just didn’t work for us.

We also had no central place to manage the information we needed—whether it was for asset checks, hydrants, or scheduling. Everyone was entering and accessing information in different ways. It was fragmented and inefficient.

Deputy Chief Bochenek
Yeah, we had binders full of paperwork, and it took forever to find anything. We went through an ISO review and had to dig through stacks of paper to prepare. Even hydrant data got lost in the system. We knew we needed a better way to operate—and quickly. Our previous vendor just wasn’t giving us what we needed, and customer support wasn’t helping either.

What changed after you signed on with First Due? Did you see an immediate difference?

Chief Gaertner
Once we started seeing demos and working with the First Due team, we knew it was the right move. Implementation went better than we expected—really, it was a non-headache experience. Their team was attentive, responsive, and helped us get everything up and running smoothly.

Deputy Chief Bochenek
Honestly, I think First Due undersold themselves. As we started going through the system, we kept uncovering new layers—things we didn’t even realize it could do. It just kept surprising us in the best way. Now, we have nearly every module in place and it’s become the backbone of our operation.

How has First Due improved daily operations for your team?

Chief Gaertner
The scheduling module has been a huge win. We used to rely on handwritten forms and desk drop-offs to request trades. Now, people can fill shifts and approve trades in minutes. Just the other day, someone needed coverage for jury duty. Within seven minutes, the shift was picked up. That kind of turnaround just didn’t happen before.

The assets module is another major one for us. I can now track vehicle statuses, maintenance work orders, and equipment with just a few clicks. No more chasing papers or guessing where things stand.

Deputy Chief Bochenek
Preplans have become a true operational tool. Before, they were kept in binders. If someone remembered to open the binder on a call, great—but most of the time they didn’t. Now, crews can pull up the preplan data immediately. That’s created this “aha” moment for our team.

They finally see why we collect this data—because now it’s relevant. They can see hydrant distances, where to lay a line, where the FDC is, and more. And it’s not just internal. We can now see hydrants and preplans from neighboring agencies that also use First Due. That kind of visibility used to be unthinkable.

Have you seen First Due make an impact beyond your own department?

Chief Gaertner
Absolutely. Nearby departments saw what we were doing and started asking questions. Some have since signed on with First Due themselves. The ability to share data between towns without extra cost—hydrants, preplans, training—it’s incredible.

Deputy Chief Bochenek
We’ve built this regional connection where mutual aid actually means something operationally. When I can see another town’s preplan data on my device during a response, that’s a game-changer. It’s brought real transparency and collaboration to our division.

If another agency was considering First Due, what would you say?

Deputy Chief Bochenek
I’d say, look beyond your department. Think about how First Due could improve operations across your whole municipality. We used to take data from paper forms, put it in spreadsheets, then email it to admin staff, who passed it to the water department or GIS. Now it’s all in one system, instantly shareable and usable.

Chief Gaertner
And the collaboration it enables is unmatched. We’ve never operated more in sync with neighboring departments. If you're still stuck in siloed systems, it's time to change. First Due makes that change worth it.

What’s next for River Forest with First Due?

Deputy Chief Bochenek
‍We’re hoping to bring our ePCR data into First Due and add more community engagement features like Community Connect. The goal is to continue growing into the platform, integrating everything we do. We’ve seen how powerful it can be—now we want to take it even further.