City of Charles Sturt integrates DBYD with Capital Works
Challenge
The City of Charles Sturt (CCS) staff were managing and processing all Dial Before You Dig (DBYD) requests manually via a laborious, multi-step process requiring the efforts of 1 FTE staff member. With a noticeable growth of around a 10% increase in enquiries per month, CCS predicted the increased manual workload would become un-manageable by the existing internal resource. Automation of this process also needed to include the ability to integrate with the Capital Works program and planning for CCS.
Solution
In order to achieve the automation of their responses, CCS elected the TicketAccess solution. A staged roll out of the service commenced, to firstly provide instant automation of responses, with a secondary stage integrating responses into the CCS Capital Works program, a client first for TicketAccess.
Outcome
TicketAccess as a solution has minimalised all manual efforts required for responding to DBYD enquiries and completely streamlined the process. CCS re-gained the equivalent of 1 FTE as a resource within the organisation. A staged roll out will look at a tighter integration with the Capital Works program, achieving complete automation.