Heartland Communications

Case Study Brief: Faster/better reporting BI infrastructure and Microsoft Office reporting formats

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Government – fire and emergency services

Client Benefit

Reporting tools


Crystal Reports XI
Crystal Reports
Server XI
BusinessObjects Live Office


More than 640,000 Californians in San Diego County rely on the emergency dispatch services provided by Heartland Communications. Heartland’s 14 dispatchers received approximately 52,000 calls in 2007, routing them to any of 27 different agencies that service a total of 2,200 square miles. Covering both urban and back country scenarios, the goal is always the same: provide the most efficient response to every emergency situation, while ensuring safety for first responders and citizens alike.

Project Description

Fire chiefs and emergency management personnel needed easy access to Web-based, professional looking reports to better understand their departments’ operations and to support applications for funding.

Heartland Communications needed a business intelligence infrastructure that would provide a high level of service to all agencies. The solution had to be simple, responsive, and user-friendly.

Scope of Services

The SAP BusinessObjects reporting tool Crystal Reports was deployed to provide a business intelligence infrastructure that enables simple, Web-based information access for the 27 agencies that Heartland Communications serves.

To allow for easy Excel reports and Powerpoint presentations, BusinessObjects Live Office which integrates with Microsoft Office, allowed for embedding current corporate data in Microsoft PowerPoint, Excel, and Word documents.


The new reporting solution delivers presentation quality reports in seconds, compared to five minutes. And because Crystal Reports generates HTML directly, Fire Chiefs in back country departments are enjoying 50 percent faster page loads. Reports can be exported and repurposed to Excel, which is preferred format among many of the agencies’ management personnel. Powerpoint presentations can quickly be produced for use in meetings, saving valuable personnel and production time.


“5X Technology consultants were invaluable in helping us to refine and reformat our reports. They also introduced us to Live Office.
For our Fire Chiefs, fast access to actionable, timely data gets results. With Crystal Reports, they gain better insight into their departments’ performance levels, and can work more productively to improve citizen’s safety in the San Diego area.”

Charles Alexander
Division Manager, Heartland Communications

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