Challenge

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.

Solution

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.

Outcome

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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Challenge

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.

Solution

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.

Outcome

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”.

Challenge

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.

Solution

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.

Outcome

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.”

Challenge

Mayberry Excavations were experiencing the burden of a heavy administrative workload due to the efforts required to collate responses from the Dial Before You Dig (DBYD) service. As response numbers increased, Mayberry Excavations were finding the cost of printing plans was escalating, and their teams in the field were not able to be efficient at all times with the traditional method of having printed plans on site. With the resource heavy manual process, Mayberry Excavations realised the need for automatic collation.

Solution

Mayberry Excavations have changed processes with the use of PlanAccess, the cloud based service from PelicanCorp, which successfully automates the collation of responses from DBYD requests into a single job pack for each request.

Outcome

PlanAccess automation has successfully eliminated almost all manual collation of DBYD responses, reducing Mayberry Excavations manual effort, printing overheads and enabling the re-allocation of staff resources efforts. In addition it has achieved greater protection of its staff, and efficiency on site by providing them with the plans required for each project on hand at all times, in a simple and easy to use digital Job Pack.

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'Go Live' Announcement

Kingborough Council was experiencing rapid growth in the number of enquiries received following their recent membership to the national Dial Before You Dig (DBYD VIC/TAS). The Council could no longer continue with the resource heavy manual process and realised the need for automation. Kingborough Council made a big advancement with PelicanCorp's TicketAccess solution to efficiently and automatically provide detailed information on all asset locations, giving excavators the assets needed to avoid damaging underground infrastructure.

TicketAccess automation has successfully eliminated almost all manual processing of DBYD enquiries reducing the Kingborough overheads and enabling the Council to re-allocate staffing resources across other projects. In addition, it has ensured greater protection to its infrastructure by providing accurate and detailed information to those submitting DBYD enquiries.

Challenge
As long-time members of beforeUdig Rotorua Lakes Council were challenged with a manually laborious response process to its incoming enquiries, tasked with supplying multiple sets of plans to provide asset information. The time consuming process required dedicated staff attention to ensure responses went out in a reasonably accepted timeframe.

Solution
Rotorua adopted an automated process with the use of PelicanCorp’s TicketAccess solution to efficiently deliver and maintain consistent detailed information to those conducting works near their underground assets, focussing on dependable service delivery and the avoidance of contractor damage.

Outcome 
By transforming and automating the response to beforeUdig enquiries TicketAccess has successfully eliminated the manual processes for Rotorua. By delivering a single asset plan pack within minutes, Rotorua have achieved improved accessibility to council information and ensuring a safer work environment. In addition, Rotorua have also incorporated a second line of defence in ensuring the safety of those working within areas where geothermal activity is present.

To read the full story click here...

Challenge
In 2015 Call Before You Dig, Inc. (CBYD) were in need of a fresh approach to their One Call solution and were working on strategies to improve the overall user experience for excavators. CBYD were suffering from a lack of online engagement via their existing One Call system, which was unable to meet the standards of the evolving and progressive service CBYD were striving to achieve. An upgrade was required in order to provide the users and members of the Connecticut region with the enhanced service.

Solution
The CBYD Board held a strategic planning session, set the direction to be a progressive leader in the damage prevention industry and a decision was made to focus their attention on technology. A technology committee was formed, constituting the locate community, contractors and Utilities, resulting in CBYD opting to upgrade to PelicanCorp’s OneCallAccess, a fully managed One Call operation solution for E-Ticket and Call Center operations.

Outcome 
Upgrading their technology to the fully managed OneCallAccess from PelicanCorp, ensured CBYD have achieved the modernization and technological advancements they were after. The increase from less than 40% web adoption to over 75% web inquiries within the first year alone surpassed the expectations of all stakeholders, resulting in greater efficiencies across the wider operation.

To read the full story click here...

'Go Live' Announcement

GasNet Limited is responsible for providing a range of natural gas network and metering services in the Whanganui, Rangitikei and outlying regions of the North Island in New Zealand. A relatively small player in the context of the total New Zealand market, their network business encompasses the management and operation of network infrastructure assets comprising approximately 400km of mains and 13,000 service pipes.

Becoming a member of the beforeUdig service and automating responses via PelicanCorp’s TicketAccess hosted solution has enabled GasNet to free up human resources previously committed to manually providing plans of its asset information. By adopting the automated TicketAccess solution GasNet is able to maintain the high quality of information provided to contractors and other persons working around its assets, whilst eliminating its dependency on staff to process asset information requests within what are often extremely demanding response timeframes.

As Neville Edwards, Asset Information Services Manager said:“GasNet was excited with the prospect of having its plan responses automated and the delivered product has not disappointed. PelicanCorp managed the transition professionally and has worked with GasNet to achieve an outcome that provides significant benefits in the provision of its asset information and in freeing up people resources that would be otherwise engaged answering and responding to enquiries.”

About PelicanCorp


PelicanCorp is a niche provider of software and services to Utilities, Asset owners and to the Before You Dig industry specifically for the 'Protection of Essential Infrastructure'.

Address: 2040 Whitney Ave, Hamden, CT 06517, United States of America

Phone: +1 203 248 2215

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