What is Ticket Management?

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1 What is Ticket Management? Ticket management is the process of managing incoming locate requests (tickets) from a One Call Center. Facility operators receive tickets from a One Call Center when excavation is scheduled to occur near their underground facilities. These tickets must be reviewed and responded to within a certain time period. Ticket management systems allow companies and their employees to use technology to receive, manage and complete tickets electronically. There are many benefits this technology provides in solving business issues while driving efficiency and compliance. In 1988, the U.S. government passed the Pipeline Safety Reauthorization Act requiring states to put into effect one call laws mandating utilities to locate their facilities before excavation was performed. Locate information needed to be delivered to the facility owners as quickly as possible to stay compliant with the new One Call laws. Ticket information was sent first by modem. Fax technology began to replace modem ticket transfers, but was not much of an improvement because both needed to be printed out and assigned manually. Nearly all One Call Centers adopted technology at the turn of the century, eliminating paper transmission. The latest technology advancement in ticket delivery is FTP (file transfer protocol). FTP is by far the most reliable method of transferring tickets to facility owners because of the ability to verify delivery of a full ticket. This greatly improves the reliability of the delivery mechanism, and offers added confidence that modem, fax and cannot not provide. Benefits of Ticket Management 1. Confidence With the advent of ticket management systems, users can have confidence they are receiving all of their One Call tickets. A key feature of a comprehensive ticket management system is the capability to receive tickets via FTP delivery method. With FTP, call center software is able to ensure a ticket was delivered to the receiving server. Some One Call Centers do not provide FTP as an option for delivering tickets to their members. In those cases, is the next best option. Additionally, having a ticket management system that provides reports or online indicators when tickets are nearing their state mandated due date helps to monitor ticket due dates and reduce potential fines or citations from regulators while also improving safety.

2 2. Efficiency A quality ticket management system provides the tools to make your operation more efficient. A ticket management system will automatically assign tickets to the proper locator based on a set of predefined rules. A computer can review and assign tickets much quicker than any manual process. This improves the speed of ticket transmission to the locator. With the availability of wireless technologies, tickets can be delivered directly to the locator in the field. This provides the locator with information they would not normally have until the next business day. If a locator were to receive a ticket in the field near where they are working, they would be able to complete that ticket right away. This creates a significant time and money savings by eliminating the need to return to the office for more tickets or return to the same area the next day. A ticket management system can also provide a locator with the ability to sort their tickets in the most efficient route. Taking into consideration both driving location and ticket due date makes the locator more efficient. 3. Accountability Implementing a ticket management system allows users to enter information on a ticket they were assigned as they complete the work. This information becomes a permanent record of what was done as the work is completed and is more likely to be accurate. Also, time stamping the information will confirm the work was done in a timely fashion. This information can be gathered and used in reports to find where in the operation you might have issues with work load and performance.

3 Other accountability features include allowing the locator to attach any supporting documentation. Pictures, sketches, and movies of the location all can help in documentation if damage occurs. Collecting and storing this information in one place will efficiently provide damage investigators the evidence they need to determine who is at fault in these unfortunate events. 4. Ticket Search and Reporting Storing information in a database allows for quick access to historical information using electronic searches. The hours of rummaging through boxes to find a locate request from days, weeks or even years past are gone. Different criteria can be used to search for tickets including date, street name, or using a map to find that critical information quickly. Most ticket management systems have the ability to report on any criteria used to manage your locating crew. Reports on drive and locate times, or trend analysis where locates are performed can be reviewed using information that was stored in a ticket management system. In some areas of the country, a ticket management system can provide necessary critical state and federal reports for High Consequence Areas (HCA).

4 5. Automated Positive Response With the use of ticket management, the ability to automate the positive response process becomes available. In some states a response to the One Call Center is required including details on the work performed. In addition, some company policies require them to respond directly to the ticket requester with the same or similar information. By using a ticket management system, this process can be automated including sending an , fax, or automated phone call to the ticket requester. This has a huge impact on how efficient your operation performs and also adds to the safety of the contractor knowing the ticket has been located.

5 6. Mapping A great advancement in the One Call ticket management industry is the use of mapping technologies. Mapping adds to the efficiency of the process by helping find the location of the ticket with driving directions, traffic information, and aerial photographs of the location. Mapping is also used to help the locator route themselves in the quickest manner. If a locator is able to see the various tickets on a map, they are able to choose the quickest route to complete them. One more area where mapping can play a role is the displaying of underground facility locations. Some ticket management systems can display a map where the facilities are located relative to the dig site, allowing the locator to know immediately where any potential threats may lie.

6 Selection Process of a Ticket Management System The selection of a ticket management system is as important as the decision to use one. Here are just a few of the items you need to consider in choosing the right system. Support Support for a ticket management system is one of the most important criteria in picking the right vendor. You need to know you have a company that is there to help you through the entire process of setup, implementation and continued support. Selecting a company known for their level of support is very important and can determine the success of your implementation and future system use. Reliability Selecting a company where ticket management is the main focus of the company is beneficial because their number one priority and expertise lies in serving you solely in that sector. A company that is reliable, has ample industry experience, and knows the various challenges that come with the ever changing environment of damage prevention will ensure you stay up to date with trends and maintain maximum ticket management efficiency. Scalability Select a system that has the ability to grow as your company grows. Pick a company that has a wide range of customers currently using their system. This will prove they understand the needs of all different company profiles, both small and large. Features/Benefits Picking a solution that fits the needs of your locating operation is important. Ask about all of the features that are available with a specific ticket management system, even if you won t use them at first. Vision for Future Choose a company that is always improving and upgrading their system. Ask how often they release new versions and what they are doing to stay current with new technologies in their applications. Check to see how involved they are in the damage prevention community. If they are involved, they will be aware of the issues facing One Call members and address them in their software. Price When considering price, look at all of the impacts on price, not just the cost of the software. Operational efficiency, supply costs, lost productive time, wear on vehicles and other company assets are important to review to make sure total cost and value are understood. A return on investment calculation should be completed when

7 deciding which system is right for your particular situation. Choose a company that is able to work with you in finding the ROI you are looking for. A ticket management system can provide a great deal of value to even the smallest company or municipality. The value can come in the form of saving time, evidence in the case of damages, auditing the work of your field staff, or just staying compliant with One Call laws. Technology now allows you to become an even more productive organization, and an even better partner in damage prevention. About KorTerra: Since 1990, KorTerra has been the damage prevention industry s most trusted partner in providing quality and comprehensive One Call ticket management software solutions. KorTerra works with Pipeline Companies, Utilities, Municipalities, Contract Locators, and One Call Centers to help them operate as efficiently as possible through the use of our industry-leading technology, while cutting costs by eliminating unnecessary manual processes. KorTerra s unique position of collaborating directly with these companies in the damage prevention industry has allowed us to build a compilation of industry-wide knowledge and best practices that few companies possess. KorTerra's current One Call ticket management operations process over 25,000,000 tickets annually. In addition to One Call ticket management software, KorTerra provides process consulting and software training services to ensure operations are streamlined and functional throughout all areas of an organization. To learn more about KorTerra and the KorTerra product suite visit or contact via telephone at