As I See It - Opinion - Standardizing the One Call Process

AS I SEE IT - OPINION

Standardizing the One Call Process

Recently, I met with representatives of the Government of Canada (Public Services and Procurement or "PSPC") who are building a model for other government agencies to begin registering federally operated assets with the notification centres across the country. PSPC has successfully registered assets and received notifications in nine provinces so far. The challenge they face as they develop response processes and a ticket-management solution for future government agencies to register underground assets is a familiar story. "Why isn’t any of this standardized from jurisdiction to jurisdiction?”

We know why. We know how we got here. Separate one call organizations started operations at different times in different provinces in an unregulated industry. Each organization provided similar services but developed unique approaches to meeting the needs of asset owners and excavators within their jurisdictions. Decisions were made by individual boards of directors operating in information silos. What started out as the same service eventually devolved into many different versions of the same process.

Can it be fixed? Should it be "fixed"?

We have done much work in the past decade to harmonize Best Practices, to create a damage prevention standard (CSA-Z247). The registration of the PSPC is a direct result the Canadian Common Ground Alliance effort to obtain national one call legislation. We make those efforts because this industry knows from experience that standardization decreases variation, which increases quality and efficiency – leading to reduced costs and better safety outcomes.

Would it be a huge challenge to standardize one calls in Canada? Of course, it would. The Business Rule Alignment Group managed to standardize the one call process for the four western-most provinces. It was a struggle and continues to be a challenge. I, for one, believe the rewards are worth it.

A standard approach to the one call process wouldn’t just be convenient for organizations that operate Canada-wide; it would be a major step towards an automated, safer and more efficient future for the one call process. Consider specific benefits:

• Consistent and reliable placement of information on the notification "ticket” strengthens damage prevention by decreasing the chance of critical information being overlooked.
• Infrastructure owners and locators can optimize parsing rules and procedures across their entire operation.
• Software providers can roadmap products based on known inputs and outputs, decreasing delays and costs associated with development and support.
• One Call centres could more easily provide mutual aid and disaster recovery support across jurisdictions.
• Standardized industry reporting increases data quality, the basis upon which innovation and knowledge grow

Standardization just makes good sense. If you agree, reach out. I’m ready to get to work.

Sher Kirk - Operations Director - Utility Safety Partners