What Fire and EMS Agencies Are Reporting After Adopting First Due

Fire and EMS agencies do not evaluate technology in isolation. Decisions are shaped by staffing constraints, reporting requirements, operational risk, and the need to maintain readiness under pressure. To better understand how agencies experience operational change after adopting a unified platform, First Due gathered direct feedback through customer questionnaires, reviews, and detailed user stories.

Across this feedback, consistent themes emerged around time savings, system consolidation, cost impact, support, and operational readiness. Rather than focusing on individual features, agencies described how these elements work together in practice.

Reducing Complexity Through Consolidation

One of the clearest patterns in customer feedback is the move away from fragmented systems. Agencies consistently described replacing multiple software tools, paper-based workflows, and manual processes with a single operational platform. In questionnaire responses, agencies reported replacing or eliminating 3–5 separate systems after adopting First Due, with 63% specifically noting consolidation as a primary outcome.

As one department shared, “We have transitioned all previous software to one modern platform.” Others highlighted the operational relief that comes from fewer logins, less data reconciliation, and more consistent information across shifts and roles.

Time Savings That Affect Daily Operations

Time savings surfaced repeatedly across both qualitative and quantitative responses. Agencies reported saving 6+ hours per week on administrative and operational tasks, with 58% citing significant time savings across daily workflows.

Departments frequently pointed to faster scheduling, reduced paperwork, and streamlined reporting. One customer explained the practical impact clearly: “What used to take me sometimes days to fill a slot can now be achieved in a few minutes.” For agencies managing limited staffing or volunteer resources, these reclaimed hours translate directly into improved readiness and reduced administrative strain.

Understanding Cost Impact Without Overstatement

Cost outcomes varied by agency size, implementation scope, and timeline. Rather than universal savings, customer feedback points to moderate, targeted cost reductions. Agencies reported moderate cost savings of approximately 10–20% across select operational areas, most often tied to reduced overtime, streamlined scheduling, optimized asset and inventory management, and fewer manual processes.

As one department noted, “By streamlining scheduling and optimizing asset management, we observed moderate savings ranging from 10–20% across several operational areas.” Importantly, some agencies emphasized that while direct savings were modest early on, operational and readiness benefits remained significant.

Customer Support as a Critical Factor

Beyond technology itself, support emerged as a major factor influencing long-term success. In customer feedback, 54% explicitly cited customer support as a key strength. Agencies consistently referenced responsiveness, continuity, and a sense of partnership.

One regional fire protection council summarized it this way: “They actually listen to their customers. Not just talk but take what they hear and put it into action.” Others echoed this sentiment by pointing to consistent support contacts and timely resolution as drivers of adoption and confidence.

Listening to Feedback and Evolving With Agencies

Closely tied to support was the perception that customer input shapes product direction. In questionnaire responses, 43% of agencies said their feedback directly influences product improvements. Agencies referenced visible enhancements, clear roadmaps, and responsiveness to evolving reporting standards.

This approach reinforced trust, particularly as departments navigate changes tied to NERIS, inspections, and data-driven decision-making.

Improved Readiness and Situational Awareness

Operational readiness remained central across nearly all feedback. In responses, 38% of agencies reported improved response readiness through better access to operational data such as pre-incident plans, hydrant locations, and property information.

Customers described having critical information available earlier in the response process and directly in the field. As one department put it, “We now have important safety and mission efficiency information in the palm of our hands.”

Onboarding and Adoption Across Roles

Adoption success was strongly linked to usability. In customer responses, 34% highlighted smooth onboarding and fast adoption across roles and shifts. Agencies frequently mentioned intuitive design and practical training resources as factors that helped new workflows take hold beyond a small group of power users.

Regional and Multi-Department Impact

Some agencies described outcomes that extended beyond a single department. In customer feedback, 18% referenced regional or multi-department impact, where one successful implementation influenced neighboring agencies or supported shared planning and reporting.

This pattern highlights how unified systems can enable broader collaboration when agencies operate across shared jurisdictions or councils.

What These Findings Suggest

Taken together, customer feedback shows that agencies value outcomes over features. Time reclaimed, systems simplified, moderate but meaningful cost control, and reliable support consistently ranked above individual tools.

By grounding product decisions in direct customer questionnaires and real-world use, First Due continues to refine how agencies manage operations, improve readiness, and reduce unnecessary complexity. These findings reflect not marketing claims, but the lived experiences of fire and EMS agencies navigating modern operational demands.