As Canada’s third-largest telecommunications provider Telus faced the challenge of addressing incoming inquiries from the regional ‘Before You Dig’ services, regarding the delayed turn-around time for Planning and Design tickets. Telus were unable to meet the expectations of customers seeking information for tickets scaled as ‘low priority’ when underground assets were not at risk. A solution was needed in order to reduce the manual, time consuming and expensive resource efforts to meet those expectations.
Telus strive to achieve success through the adoption of leading edge technology solutions and investigated options available to address ticket screening and responding. They determined that automation was the solution opting for PelicanCorp’s TicketAccess, a cloud hosted and fully managed service including support. Through a phased implementation process, Stage 1 has Telus addressing the needs of the Planning and Design ticket inquiries via automation.
With TicketAccess by PelicanCorp, Telus now supply almost instantaneous response emails directly to inquirers. Automation has seen a significant reduction to resources required to respond resulting in re-allocation of staff to different departments and roles. With Planning and Design now successfully automated Telus have commenced Stage 2, exploring how TicketAccess can be further applied across other areas of the damage prevention processes.
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Mornington Peninsula Shire found as an organisation the asset protection department was lacking visibility around the works being done by contractors within the road reserve. The manual, resource intensive process for Permit Applications regarding these works meant projects were often commenced without the awareness of the Shire and lack of information being provided.
Mornington Peninsula Shire revolutionised the approach to their permitting challenges by being the first in Australia to adopt the PermitAccess system from PelicanCorp. PermitAccess is the end-to-end cloud solution for applicants and Permit Authorities to apply for, review and approve permit requests by combining and automating the processes with the submission of a Dial Before You Dig (DBYD) enquiry and applying for a Permit.
Through the use of PermitAccess the contractors planning works within the Mornington Peninsula Shire area can now access their systems and information for more effectively, allowing greater productivity and efficiency. What was previously an average of 10 business days turn around time for a permit can now usually be achieved within 48 hours. In addition the team at the Shire have far greater visibility across all works conducted within the road reserve. Through close monitoring of activities it enables the Shire to rectify any issues that may occur, saving time, council resources and costs.
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‘Go Live’ Announcement
The City of Mount Gambier serves as the major centre for the South Australian Limestone Coast, and provide Dial Before You Dig (DBYD) enquiry responses for the protection of assets that service a population of approximately 27,000 within the council area. After manually managing 1,200+ DBYD enquiry responses per annum for the past 12 years; the City of Mount Gambier have opted to go live with PelicanCorp’s hosted TicketAccess Starter solution. By choosing the fully managed automation service, it has provided the team at the City of Mount Gambier the ability to virtually eliminate manual effort required by staff and ensured a dedicated focus on asset protection moving into the future.
The City of Mount Gambier have also opted to include a ‘Reinstatement Guide’ with all responses to assist with targeting their requirements for works within public roads and footpaths - This guide includes hyperlinks to associated resources on their website.
PelicanCorp have worked with the city to implement a spatial layer, which will identify and attach CAD-generated PDF’s. The additional online TicketAccess ViewerPortal also enables their team to query historical referral details and access response documentation. Through these changes, the City of Mount Gambier now have a complete and efficient process for their DBYD responses.
Sinaway Georgiou, Engineering Technical Officer at City of Mount Gambier said “Working with PelicanCorp in order to transition from manual responses to an automated model was conducted in a very professional manner from start to finish. Council was well informed throughout the whole process with particular emphasis in the way variations to the initial model were handled whilst keeping to the timeframes allocated for the project”.
Sinaway also added that ”since inception the amount of referrals from customers had grown substantially as customers became more aware of the DBYD service. The process of manually performing customer requests had become an inefficient way for Council to get the correct information to the end user. As a result, The City of Mount Gambier engaged PelicanCorp to automate its referrals allowing our customers to receive their plans in a more timely fashion. As a result of these efficiencies, it has allowed Council to reallocate staff resources into other areas such as customer service and system data upgrades”.
SGN was looking for a solution to reduce third party damages which occurred due to work being carried out by people who were not following safe digging practices and did not have the relevant utility pipe location information. SGN wanted an online solution to enhance the customer experience by providing a hassle-free way of getting information on the location of its pipes so that all parties could make informed decisions.
SGN became a member of the online safe digging portal service LinesearchbeforeUdig (LSBUD) Member, a solution, designed to reduce the risk of third party damages. It not only provides a hassle-free way for the customer to get the plans but also helps SGN understand where works are taking place near its network.
The LSBUD automated solution has enabled SGN to significantly improve the protection of its assets via a 1600% increase in the number of third party enquiries being made on the location of its assets. Despite the significant increase in enquiries being made, the average response time is now just 4 minutes; over 500 times quicker than previous response times that averaged over 15 days.
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‘Go Live’ Announcement
New South Wales based Wingecarribee Shire Council made a huge leap with PelicanCorp’s TicketAccess hosted solution to efficiently and automatically respond to their Dial Before You Dig (DBYD) enquiries.
As an existing DBYD customer, Council had seen a substantial increase in the number of incoming DBYD enquiries; thus, placing a considerable strain on resources manually responding to those enquiries. The PelicanCorp TicketAccess solution provides a single automated platform to manage the process of responding to DBYD requests. Through use of TicketAccess, Wingecarribee Shire Council have minimised almost all manual efforts required for responding to DBYD enquiries and completely streamlined the process. It has also implemented greater protection measures to Council's water, sewer and stormwater assets as well as the associated facilities by providing accurate and detailed information to those submitting DBYD enquiries.
With the help of TicketAccess, Wingecarribee Shire Council has drastically improved their DBYD response time, increased public awareness for all works in and around its infrastructure and reduced the risk of damages to Council’s assets.
“The system allows us to automate responses for standard and critical asset location requests from DBYD,” said Michael Herraman, Group Manager Assets and Project Delivery at Wingecarribe Shire Council. “In our first month TicketAccess has automatically responded to 360 DBYD requests with an average response time of less than 2 minutes.”