How we automated 60% of incident report reviews for an emergency services organisation managing thousands of reports a month.
Auto-Cleared
60%
Reports pass rule engine, no manual review
Manual Workload
-70%
Only 30% need full assessment
Unified Workflow
1 System
Replaced Excel + shared mailboxes
A large emergency services organisation was handling thousands of incident reports a month across multiple brigades, all flowing through a Fire Incident Report System (FIRS). Timely, accurate reporting matters a lot here. It feeds compliance, operational oversight and brigade accountability. The problem was that the review process simply couldn't keep up. Email notifications turned up without enough context, so assessors had to dig through FIRS manually. Work was allocated through shared mailboxes, which slowed every handoff. Navigating FIRS itself was slow, even for experienced staff. And because there was no tracking inside the system, review status lived in fragile Excel spreadsheets. As volumes grew, support reports were routinely delayed or missed altogether, which created real operational risk on top of the admin drag.
Blackbook AI built a Microsoft Power Platform solution that replaced the fragmented manual workflow with a single workflow assessors actually use. A custom rule engine pre-assesses and categorises every incoming report, so the routine volume is cleared before it ever hits a human. Assessors only see the reports that genuinely need their judgement. Azure Data Factory pipelines sync data from FIRS every day, which removes manual data entry. Two purpose-built Power Apps run the operation. One walks assessors through the review, the other lets operations staff manage and update the business rules themselves, without needing a developer. Follow-ups, priority setting and incident allocation are now one-click actions, which means email threads, shared mailboxes and spreadsheets are out of the loop.
Most consultancies want to sell you a 12-month transformation roadmap. We don't. Every engagement starts with a blunt 15-minute operational review directly with our VP of Growth. We look at your bottleneck, work out where it's actually breaking, and tell you if an AI execution path makes sense. No pitches. Just operator to operator.