Supporting your Needs with New Changes in 2008

   On behalf of the FIREHOUSE Software team, I want to thank you for your patience with technical support. We recognize that technical support was not at a level meeting your needs. I want to give you an update on the steps we have taken to improve our technical support delivery and how this will change for the better in the near future.

   We have hired one new software developer and two new members to the support team which has helped us get closer to the level of support all of you are used to receiving. We are now handling an average of about 110 calls per day. Our call return time average in the month of March has been slightly over 1 hr. This is still not where we want to be, but we have improved a great deal from previous months. We will continue to improve to get our callback times back to the ½ hour time period we strive to achieve. Since we have dedicated much of our efforts to achieve quicker call return times for voicemails, we sacrificed some time usually directed for support emails. We are now implementing procedures to provide quicker email responses as well. You should be seeing improved responses to support emails in the very near future. We plan to hire an additional two new support team members in the next couple of months. We will continue to add new team members until we feel we are meeting the needs of our customers. We are also implementing new procedures and technology to ensure timeliness and efficiency.

   We have implemented new procedures to escalate issues faster to techs with the proper knowledge to handle situations newer techs are not ready for. As an example, on a FH Mobile installation support call, one tech thought the issue was hardware related. Once the call was escalated, it was determined the issue was actually a bug with a Windows Update that installs MSXML (required to install SQL Server). After downloading and installing a MSI repair utility to address the Windows Update issue, FH Mobile installed successfully.

   For some time now, we have heard from you about the difficulties of navigating our website. A complete structural redesign of our website is underway now. It will have a complete new look to go with simple navigation, similar to the redesign of the ACS corporate website. The design goal is so users can locate the FH information available on our website within 3 clicks from the main page. 

   The new Customer Relations Management software is nearing its internal launch date. We spoke of this in a previous newsletter, anticipating it's release well before this point. But we came across delays as the data conversion from three different database sources proved a larger task than expected. As it is completed, this will lead to the new client portal "MyFH". The new software will give our clients a new self-service portal via our website. As the new features are implemented, the new portal will give our clients the ability to reference new online knowledgebase articles, update department contact and shipping information, as well as access available downloads for FIREHOUSE Software, FH Mobile, and FH CAD Monitor. A preview is available here.

   We appreciate your continued patience and please watch for these improvements and enhancements to your tech support experience in the near future. Thank you for your continued support of the FIREHOUSE Software product line.

Sanjay S. Kalasa
Vice President
Emergency Services Group - ACS

1st Quarter, 2008
FireVISION is a quarterly publication from ACS Government Systems with fire-industry news, FIREHOUSE Software tips, and other helpful information. We hope you find this and future issues to be both informative and useful.

If you would like to be removed from our mailing list, see the instructions at the bottom of this page. Previous newsletters are available in the Archived Newsletters section of the FH website. If you have any questions or concerns related to the newsletter distribution, please email: FHdocumentation@acs-inc.com.


 

Our New Location!
The main office of ACS Emergency Services Group and FIREHOUSE Software moved to a new location in mid-December. The new address is:
ACS Government Systems
2900 100th Street, Suite 309
Urbandale, Iowa 50322

If your municipality has a partnership with ACS Government Systems for other services, please contact your Accounts Payable department to inform them of the FH home office address change to use in future payments of FH invoices.



New Additions to the Team!
We are excited to welcome three new members to our teams in the last few months. Brian Leitz joins our development staff as a Systems Development Specialist to continue work on our future .NET products. He was formerly with ACI Worldwide. James Trammel joins our support team from Secure Networks, where he spent the last year working with outside customers on their network and data security. James has over 10 years of computer customer support background. A ndrew Forret just joined us from Wells Fargo where he was providing telephone customer service support. He too has over 10 years of computer support background knowledge to bring to the FH support team. Welcome to the team!



FH Mobile 1.5 is now available!
The FH Mobile v1.5 update was released during the 1st quarter. We have begun shiping the update CD to FH Mobile clients with active support contracts. The distribution of the update will be completed by May 23rd.

The update has something for all FH Mobile applications. The SQL Server 2005 Express Edition is included to increase the database capacity for FH Mobile. Signficant enhancements for the FH Mobile EMS application were introduced, where the user interface was redesigned, based on the client feedback from the original v1.0 release. Design changes for FH Mobile EMS are available to see from screenshots on FH Mobile EMS , or contact your sales representative to request an evaluation to be shipped to you.

FHMOBILE_175pix

 
 

 

ACS_FHETS_LOGO_small
Registration for the 2008 FIREHOUSE Software Education and Training Seminar is available now!
The 2008 FIREHOUSE Software Education and Training Seminar will be held September 24th through 27th at the New Orleans Marriott in New Orleans, Louisiana. The New Orleans Marriott is in the historic French Quarter, located just a few short blocks from shopping, restaurant and entertainment options. Registration for the 2008 seminar is underway. Just click  Registration or go to http://www.firehousesoftware.com/FHETS/FHETS_1.php  to sign up now! As of the last week of April, over 180 people have registered for the event. Riding the wave of success the FHETS '07 produced in San Diego, CA., we anticipate at least 500 attendees to join us in 'The Big Easy'. If we have a larger than expected turnout, we may increase the number of concurrent class sessions to ensure everyone can attend their classes of interest. The seminar price is $695 for the 3 day event. The hotel rooms will be available for $99/night, with this special event rate to extend 3 days prior and following the seminar, based on guestroom availability. Breakfast, lunch, and between class snacks will be provided for the attendees during the seminar.

For travel planning, the seminar begins with Regional Users Group Meetings at 3:30pm on the 24th, followed by a welcome reception from 6pm to 7pm. Breakfast will be served on the 25th at 7:15am, including our keynote speaker. The last class will end at 4:30pm on the 27th.

Visit the New Orleans Convention and Visitors Bureau for information about some of the sites and activities available in the New Orleans area before or after our event. We will post more details at www.firehousesoftware.com as they become available. If you have any questions, please contact our Training Coordinator, Darrell Hagans at fhtraining@acs-inc.com. We'll see you in New Orleans!

Stop By and See Us
Look for us at these upcoming events in the coming months!

03/28/08 to 03/29/08: EMS Update 2008,Seven Springs, PA.
04/07/08 to 04/12/08: FDIC 2008, Indianapolis, IN.
04/25/08 to 04/26/08: Michigan EMS Expo 2008, Grand Rapids, MI.
04/25/08 to 04/27/08: Firefighters Assoc of MO. Convention, Kimberling City, MO.
04/26/08 to 04/30/08: 2008 Metro Fire Chiefs Conference , Virginia Beach, VA.
05/16/08 to 05/17/08: Panhandle Firemen's & Marshals Assoc. Conv., Amarillo, TX.
05/17/08 to 05/20/08: Quebec/Canada Fire Chiefs Meeting, Quebec, Canada.
05/22/08 to 05/22/08: Pacific Northwest FH Users Group, Lake Oswego, OR.
05/22/08 to 05/23/08: CO 2nd Annual EMS Data Conference, Longmont, CO.
06/04/08 to 06/07/08: OK State Firefighters Assoc. Convention, Tulsa, OK.
06/06/08 to 06/07/08: SFFMA of Texas Training Conf. & Convention, Beaumont, TX.
06/12/08 to 06/14/08: NY State Assoc of Fire Chiefs 2008 Expo, Lake George, NY.
06/19/08 to 06/21/08: SEAFC 80th Annual Leadership Conference , Chattanooga, SC.
06/19/08 to 06/22/08: WI State Fire Chiefs Assoc. Annual Conference, Kalahari Resort, WI.
06/20/08 to 06/21/08: IA Summer Fire School, Ames, IA.
06/20/08 to 06/22/08: New England Fire/Rescue/EMS 2008, West Springfield, MA.
06/27/08 to 06/28/08: AR Fire Chiefs & Firefighter's Convention, Bentonville, AR.
06/27/08 to 06/29/08: MO Assoc. of Fire Prot. Districts Conference, Lake of the Ozarks, MO.
07/09/08 to 07/11/08: MO Valley Fire Chiefs Conference, Joplin, MO.
07/14/08 to 07/17/08: TN Fire Chiefs 40th Annual Conference, Nashville, TN.
07/20/08 to 07/20/08: 2008 TX Municipal Fire Training School, College Station, TX.
07/24/08 to 07/26/08:  25th Anniversary FirehouseExpo, Baltimore, MD.
07/24/08 to 07/26/08: LA State Firemen's Assoc Conference, Baton Rouge, LA.

Department Profile(s)
Each quarter, we profile a different department using FIREHOUSE Software. Many departments have been excited to be profiled recently, so we're profiling another two departments this quarter. If you would like your department profiled, please send information about your department to: FHdocumentation@acs-inc.com
.

Profile # 1
Fire Department:
 Clute Volunteer Fire Department
Location: Clute, TX.
Fire Chief: Gerald Koenning
Personnel: 25 Volunteers
Stations: 2
Pop. Served: approx. 10,500
Calls: approx. 215 / year
Apparatus: 3 Engines, 1 CAF QRS vehicle, 1 Rescue/Equipment, 1 Light truck, 1 100' Ladder, and 1 Haz Mat/Emergency Response Trailer
Software: FIREHOUSE Software Version 7
Comments:  The Clute Vol Fire Dept is located in the center of the Brazosport Area, which is made up of 8 towns or villages. Clute is located between 288-Business and SH Hwy 332/288, about 50 miles south of Houston, Tx. Clute is known as the Hub Of Brazosport and the Home of The Great Texas Mosquito Festival featured on national telvision. The Clute Vol. Fire Dept was formed in 1946. The area is mostly chemical plants and related industry, Dow Chemical Texas Division located 1-1/2 miles from and BASF just across Hwy 332 from Clute. A major rail line runs through the center of the city to the plants and the Brazos Harbor, a major harbor on the Gulf Coast. The firefighters of Clute often join others fire fighters of the area to train at Brazoria County Fire Fighters' Training Field located in Angleton, Tx. 10 miles North of Clute. You can find out more about the department from their website: www.clutefire.org.

Profile # 2
Fire Department: Union Fire Company No. 1
Location:
CarlislePennsylvania
Fire Chief: Dave Weaver
Personnel: 25 Volunteers
Stations: 1
Pop. Served: approx 50,000
Calls: 1,000 per year
Apparatus: 1 Engine, 1 Quint, 1 Brush Truck, 1 Tanker, 1 Utility, 4 Chief's Cars
Software: FIREHOUSE Software Version 7
Comments: 
The Union Fire Company boasts a proud history of over 218 years as a volunteer fire department, and the busiest fire company in Cumberland CountyThe Company was organized in 1789 and later became incorporated by a special act of Pennsylvania legislature in 1840. It still operates today under the same name and charter as when the Company was established. The Union Fire Company is located in Carlisle, Pennsylvania - about 20 miles southwest of the state capital, Harrisburg. They provide service to the Borough of Carlisle, South Middleton Township, North Middleton Township , Middlesex Township, Dickinson Township , and other nearby areas. The Union Fire Company has a total coverage area of about 85 square miles including urban, rural, and industrial developments along with major interstate highways and warehouses. The company specializes in engine company work, averaging 50 "fully involved" or "working" fire alarms each year. For more information, please visit their company web site at
www.unionfireco.org .