10 Must-Have Features for Your 811 Ticket Management System
![backhoe-working-by-digging-soil-at-construction-si-2024-04-03-02-18-08-utc](https://info.irthsolutions.com/hs-fs/hubfs/backhoe-working-by-digging-soil-at-construction-si-2024-04-03-02-18-08-utc.jpg?width=2000&name=backhoe-working-by-digging-soil-at-construction-si-2024-04-03-02-18-08-utc.jpg)
With Shane Mattix, Irth's Technical Sales Leader
811 ticket management software plays a crucial role in reducing underground excavation damages.
CGA’s 2022 DIRT Report said, “Our ability to advance as an industry depends on our willingness to adapt legacy processes to the demands of modern-day damage prevention.”
The right software can help you do that.
When it’s time to upgrade your 811 ticket management system, choosing the right software is essential whether you’re a utility company, construction firm, or any organization dealing with underground infrastructure.
Here are the top 10 must-have features for your 811 ticket management system that many companies might overlook or not realize are available in the market today.
1. Configurable Ticket Screening and Routing
Look for software that allows you to configure your own screening and routing workflows. By controlling your workflows, you can rapidly change your processes to fit new regulations or procedures. You shouldn’t have to call your provider just to make simple changes to your workflow. The right solution simplifies operations, increases efficiency, and reduces overall costs.
2. Flexible Positive Response Ability
The ability to send positive response out when you want to is critical to success. Being able to update the status of the ticket internally and kick off additional workflows are key to efficient and timely processes.
3. Ticket-Centric Workflows
The ability to complete other ticket-based activities in the field benefits other parts of your organization. Documenting standbys, audits, damage investigations, claims workflows, and more should be part of your 811 ticket management solution.
4. Reliability
Who wants to use a system that isn’t reliable? Given the time-oriented nature of emergency and short-notice tickets, even one minute of unplanned downtime can have severe consequences. By asking about a potential provider’s downtime, you can ensure you are informed about their past performance.
5. Mobile Optimization using Native Applications
Field staff often rely on mobile devices. Choose software with a user-friendly mobile interface for ticket management. Utilizing a native application designed for your mobile platform enables real-time updates, reduces paperwork, and improves the efficiency of your field teams.
6. Adaptable Workflows
Every organization has unique processes. Look for software that allows you to customize your own workflows. Having to involve your provider just to change one small item on a form can hinder your ability to solve critical problems in the field. Leveraging an adaptable, configurable workflow solution can enhance your operations capability.
7. Integration
Seamless integration with internal and external systems is vital. Whether it’s “just reporting” or creating work orders based on observations from the field, the ability to integrate your ticket data into your other systems of record can bring enterprise-level visibility to your damage prevention program.
8. Prescriptive Insight into Risk
While many platforms can provide valuable risk insights and highlight the level of risk present in an 811 ticket, few can truly show you “why” those tickets are risky. Seeing whether it’s a risky excavator, facility, or locator can help you prescribe next-best actions to minimize the chance of damage.
9. Scalability
Consider the software’s scalability. Does the provider have wide experience across YOUR industry? Do they have other clients that are comparable in size? Knowing the breadth and depth of your provider’s expertise gives you peace of mind that they can also handle your needs as well.
10. Automation
Automating communications over email, phone calls, or text messages is vital to preventing damages. Whether it’s an outbound call to your teams for after-hours emergencies or an email to an excavator updating them on a ticket with critical facilities, automating actions in the platform allows you to dedicate time to tasks that are more beneficial to your organization.
Automating the creation of additional workflow processes when risks are found in an 811 ticket can help provide internal and external visibility to the risks present. Automating and completing workflows in a timely manner can mean the difference between a positive interaction with the excavator prior to excavation or a damage investigation when it’s too late.
Choosing the Right 811 Ticket Management Software Allows You to Streamline Processes
Choosing the right 811 ticket management software involves assessing features, scalability, and reliability. Consider your organization’s unique needs and prioritize solutions that enhance safety, efficiency, and risk management.
Remember, the goal is to prevent damage and protect critical infrastructure while streamlining workflow and responses. It is important to note that not all ticket management providers are created equal.