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Georgia 811 Leadership
Meghan WadePRESIDENT & CEO
Rick DunkerlyEXECUTIVE VICE PRESIDENT OF OPERATIONS
Why we are here" F L E E I N G B L A S T . T W O G I R L S F L E E I N H O R R O R A F T E R A N
E X P L O S I O N R O C K E D T H E H A P E V I L L E D A Y N U R S E R Y M A Y
2 9 , K I L L I N G N I N E P E R S O N S . T H E B L A S T , W H I C H H E A V I L Y
D A M A G E D T H E N U R S E R Y B U I L D I N G , W A S A T T R I B U T E D T O A B U L L D O Z E R R I P P I N G A G A S M A I N W H I L E W O R K I N G
O N A C O N S T R U C T I O N P R O J E C T . T H E G A S W A S
B E L I E V E D T O H A V E A C C U M U L A T E D I N T H E
B A S E M E N T B E F O R E T H E B L A S T . " A J C 1 9 6 8
“ 1 9 6 8 O N M A Y 2 9 , A B U L L D O Z E R R U P T U R E D A 1 -
I N C H G A S S E R V I C E L I N E A T A C H I L D R E N ' S N U R S E R Y I N
H A P E V I L L E , G E O R G I A . T H E B U L L D O Z E R O P E R A T O R W A S
U N A B L E T O F I N D T H E S H U T O F F V A L V E F O R T H E G A S
L I N E , A N D S H O R T L Y A F T E R T H E R E W A S A N E X P L O S I O N
A N D F I R E . S E V E N C H I L D R E N A N D T W O A D U L T S W E R E
K I L L E D , A N D T H R E E C H I L D R E N W E R E S E R I O U S L Y I N J U R E D I N T H E A C C I D E N T . ” N T S B S T U D Y
1 9 7 0
GUCC
Notification
Compliance
Locating &
Marking
Public SafetyMediation
Legislation
Info Tech
Communication
Bar Raising
Planning & Design
Excavation Practices
Education
Marketing
Data Collection Reporting
Enforcement Agency
Coordination
Wheel of Damage Prevention
About Georgia 811Georgia 811 will be an industry leader in promoting safety and preventing damage to utility facilities efficiently through high quality and economical notification service; providing education and encourage compliance with applicable rules and regulations.
This notification system provides Georgia 811 members an opportunity to locate and identify any underground facilities they may have in an area where digging is planned.
Board of Directors• Allen Bell
Georgia Power Company• Ashley Carr
AT&T•Rob Holbrook
Cobb County•Jim Laplander
City of Savannah Public Works•Rick Lonn
Southern Co Gas•Rachel Jones
Georgia Power Company
•Lisa Clark McKnightCity of Lawrenceville
•Ronnie McWhorterCharter
•Buddy PatrickSouthern Natural Gas
•Frankie RigdonEllijay Telephone Company
•Rick SlagleSouthern Company Gas
•Rich JohnsonAT&T
Georgia 811 GovernanceGoverned by a Board of Directors◦ 12 Total seats on the board◦ Seats are held by member companies
Nomination Process
1. Call for Nominations are mailed to all Georgia 811 Persons of Record
2. Nominations received by the close of Annual MeetingA. Candidates’ superior sends written approval with nomination
3. Nominating Committee reviews candidates
4. If needed, Numbered Ballots are mailed – 1 vote/member
5. Ballots received back at Georgia 811 within 30 days.
6. Elected Director(s) takes office January 1 of following year.
Operations
Locate Request Volumes
924,167850,261 839,575 858,834
945,539
1,024,888
1,123,611
1,226,0051,194,805
1,262,927
902,156
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019
LP’s Began eRequest LaunchedEDEN Launched
3.5%% increase over August YTD 2018
PERCENTAGE OF CALLERSDIALING 811
2012 – 48.8%
2013 – 52.0%
2014 – 55.9%
2015 – 60.1%
2016– 62.0%
2017 – 65.2%
2018 – 68.4%
2019 - 69.6%
• YTD 902,156 Locates Processed• 3.5% increase over YTD 2018
• 69.2% Created Online
Damages by Type of Utility Damaged 2019• 11,653 Damages
Reported thru August 2019
• 15,152 Damages Reported YTD 2018
• 15,436 DamagesReported in 2017
• 12,691 Damages Reported in 2016
• 10,571 Damages Reported in 2015
• 8,142 Damages Reported in 2014
TELECOM, 6,636, 57%
NATURAL GAS, 2,139, 18%
ELECTRIC, 1,306, 11%
OTHER/UNKNOWN, 159, 1%
SEWER, 70, 1%
WATER, 1,343, 12%
TELECOM NATURAL GAS ELECTRIC OTHER/UNKNOWN SEWER WATER
Damages – No Prior Locate68 71
107
109
146 15
1
139
124
107
104
95
8586 80
107
127
180
151 15
7
126 13
1
113
75
89
104
96
148
169
205
176
200
188
181
166
137
90
122
102
145 15
1 164
153
146 15
4
108
129
115
8181
94
143
131
171
224
181
171
149
149
117
95
116 13
2
180
154
194
155
198
108
JA N F EB MA R A PR MA Y JUNE JULY A UG S EPT O CT NO V D EC
2014 2015 2016 2017 2018 2019
• 11.3% of damages reported to Georgia 811 have no prior locate request in 2019, same as 2018
• Nationwide this number is 23.5%**Common Ground Alliance DIRT Report 2017
Customer ConnectionsNOW SERVING 813 MEMBERS
Michelle MaddingCUSTOMER CONNECTIONS SUPERVISERHas been with GA811 for over 19 years
Department objective is answering incoming calls and emails from GA811 Stakeholders, assisting them with any system issues, questions about membership and online locate request creation.
→ Membership Creation and Administration→ EDEN Database Maintenance→ EDEN Web User Accounts→ Membership Assistance→ Locate Request Searches
1.Member Requests: 2066
2.Excavator Update: 1448
Communication MethodsTop Requests
Contact Center
Bob MurphyDIRECTOR OF CONTACT CENTER, DATA REPORTING & HUMAN RESOURCESHas been with Georgia 811 for more than 17 years.
DEPARTMENT OVERVIEW – CONTACT CENTERPrimary Mission – In keeping with our company mission and vision, the Contact Center will provide a remarkable level of service to our members, excavators, homeowners, and business owners by processing locate requests with efficiency and high quality. We will provide a unique customer experience by providing this service to our callers.
Data ReportsThe mission of Data Reporting is to support the goals and challenges of Georgia 811 by
1. collecting, analyzing, and disseminating trusted information efficiently through ad hoc and standardized reports
2. conducting research3. providing data for administrative and executive
assessment and planning
Human Resources
Provide servicesthat promote an excellent
work environment
Recruit and hire the best
qualified people and promote
retention
Provide competitive wages and benefits
competently and efficiently
Provide a safe, harassment
free environment
•3 Supervisors:Jessica BakerScott BlairShannon Palmiter
•3 Senior CSRs•39 Full Time CSRs•2 Part Time CSRs•All but 6 work from home
Accounting
Brandon ThornhillACCOUNTING DIRECTOROver 20 years with Georgia 811
DEPARTMENT OVERVIEWResponsible for all financial aspects of the company through the management of Georgia 811's assets and liabilities, income and expenses, budgets and variances, payroll and benefits, etc.
Also responsible for administrative support functions.
• Financial Reporting and Analysis
• Budget Preparation, Tracking, Forecasting
• Payroll and Benefit Management
• Member Billing• Accounts Receivable and
Payable Management• Audit and Tax
Compliance• Administrative Support
Dawn KellyAccounting Assistant
13 years
Meagan DowdinAccounting Assistant
1.5 years
Jenny McIntyreAdministrative Assistant
2.5 years
Information Technology
Brian GilliamDIRECTOR OF TECHNOLOGY
DEPARTMENT OVERVIEWThe Technology department provides the technical infrastructure enabling GA811business functions. It is our desire to build strong, lasting relationships with our business units, ensuring technical strategies align with each department and GA811 now and into the future. Through these departments, the Technology group provides support to our members and excavating public.
2019 Technology Strategy
Organizational Structure
Technology Policies
Collaboration and Workflow Automation
Disaster Recovery
Cloud Adoption and Promotion
Client Configuration and Support
Security
Employee Development
Simplification, Consolidation and Cost Savings
Operational Excellence
2019 Technology HighlightsO RGANI ZATI ONAL ST RUCTURE
Brian Gilliam Director of Technology
April Uran Client Service Manager
Brad Marshall Business Analyist
Rick Bell Infrastructure
Manager
Greg Abernathy Developer and
Reporting Engineer
Matt Schorr Developer
2019 Technology Highlights
•Migration to Cloud•Implementation of GeoCall•Process Improvement
The Big Three
2019 Technology Highlights
• Migation from Duluth data center• Phone System and Contact
Center• GeoCall (Ticketing System)• Several ancillary applications
Migration to Cloud
2019 Technology Highlights
• Significant involvement from business units
• Working with Progressive Partner (P2)and other 811 centers
• Continuing to look for a go-live in first half of 2020
• Expect communications as we move closer to production
Implementation of GeoCall
2019 Technology Highlights
•Business workflows•Cost analysis•General technology reviews•Security
Process Improvement
2020 Technology Strategy
Organizational Structure
Technology Policies
Collaboration and Workflow Automation
Disaster Recovery
Cloud Adoption and Promotion
Client Configuration and Support
Security
Employee Development
Simplification, Consolidation and Cost Savings
Operational Excellence
Liaison and Public Education
Holly FilesLIAISON DIRECTORHas been with Georgia 811 for 19 years.
DEPARTMENT OVERVIEWEducation, dispute resolution, liaison with PSC, local governments, utilities, excavators, and all stakeholder groups.
2019 YTD Statewide Total Meetings by Region
Region 1 – 38 of 63 meetings attended| 724 attendees
Region 2 – 4 of 10 meetings attended | 80 attendees
Region 3 – 16 of 45 meetings attended | 613 attendees
Region 4 – 9 of 41 meetings attended | 142 attendees
Region 5 – 5 of 7 meetings attended | 100 attendees
Region 6 – 21 of 51 meetings attended | 580 attendees
Region 7 – 24 of 48 meetings attended | 464 attendees
Local UCC Participation
________________________________________117 of 265 Meetings attended | 2,608 Attendees
7
16
3
2
5
4
Member Outreach
Goal:1. to visit all Georgia 811 members annually2. to provide education, reporting tools, industry
news and customized assistance each member.
• Meetings last less than 30 minutes
• You will meet the liaison covering your region
• Review new member reports
• Review member contact information
• Discuss any issues or concerns
• Schedule future continuing education
GUFPA, DOT & Pipeline Meeting Participation
• Pipeline Safety Meetings• 13 of 14 meetings attended• 645 attendees
• DOT Quarterly Meetings:• 17 of 18 meetings attended• 819 Attendees
• GUFPA Training:• 6 classes 27 attendees
• Member Outreach Meetings:• 68 meetings completed• 1 cancelled, 8 postponed• 13 meetings scheduled• 24 waiting for member response• 21 members declined meeting
7
16
3
2
5
4
2019 Meeting & Tradeshow ParticipationShows Attended: APWA◦ GA Chap Annual
Meetings◦ UPROW Locating and
Marking BP Build Expo (Cobb
Galleria) GMA Gas GMA GTA Annual Meeting Electric Cities GEMC PHCC GRWA GPERI SOCS GMA
P2 Users Meeting GeoCall Software Users CGA OCSI Marketing & Education Best Practices Stake Holder Advocacy Regional Partners GHCA Hispanic Fair CEFGA (Construction
Education Foundation of Georgia)
-----------------------------------Upcoming Shows: Sunbelt Ag Expo The Farm Bureau
YTD Total Exposure 15K+
Holly Files, Liaison Director
Region 1: Becky KinseyRegion 2: Becky Kinsey & Rick
RouthRegion 3: Josh ChambersRegion 4: O’tania Jenkins Region 5: Rick RouthRegion 6: Terry McLaurinRegion 7: Mike Bell
7
16
32
5
4
Georgia 811 Liaisons
Training Topics
• Underground Utility Damage Prevention
• 15 min• 45 min• 2 hours
• Marking Standards• Damage Investigation• PRIS• Large Projects• Potential Membership• High Voltage Safety Act
Web Services
72 YEARS OF COMBINED SERVICE AT GEORGIA 811____________________________
Max RecioWEB SERVICES SUPERVISOR16 years of service2 Senior CSRs4 CSRs
DEPARTMENT OVERVIEWThe Web Services Department isresponsible for providingexceptional support for web users, EDEN troubleshoting, web entry training, and eRequestuser support.
2 TYPES OF EXTERNAL USERS:
Users without a login (Untrained)
eRequest & Restaker
Users with a login (Trained)
Web Entry
EDEN Web User Request vs. eRequest Growth
75% 80% 85% 90% 95% 100%
2012
2013
2014
2015
2016
2017
2018
2019
442,208
510,422
567,415
638,878
708,086
693,865
744,492
536,269
3,148
7,237
16,875
23,129
20,769
32,656
106,587
88,365
EDEN eRequest
445,356
726,521
728,855
662,007
584,290
517,659
Total Web YTD 624,634Aug. 2019
eRequest2018 was a 74% Increase over 2017YTD we are 19.6% increase for 2019
EDEN Web Entry Quality Assurance(New & Existing EDEN Trained Users)
Month | # Web Requests Reviewed | Average Score
January 4,548* 94.2
February 4,499* 97.6
March 4,219* 87.8
April 4,565* 95.0
May 4,541 99.9
June 5,407 99.9
July 5,455 99.9
August 6,013 99.8
TOTAL 31,416 99.9 0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
31,416 Web Requests Reviewed
*Number of tickets reviews prior to updated Web Quality process
How To Access Georgia 811 Online
GA811 Excavator App• eRequest• GPS feature EDEN PRIS App
• Check member response codes
• Respond to Locate Requests
• eRequest• Create complete
tickets• Renew tickets• Register for
training
Corporate Communications
Megan EstesCORPORATE COMMUNICATIONS MANAGERHas been with Georgia 811 for 11 years.
DEPARTMENT OVERVIEWEffectively communicate the importance of safe digging to all stakeholder groups.
Maria CopelandEDUCATION ADMINISTRATOR• Digger Dog Program• Resource Fulfillment• Inventory Control
Brian CrewsCREATIVE MEDIA COORDINATOR• Social media • Webmaster • Graphic Design
Fiona BowenCOMMUNICATIONS SPECIALIST• Communications
Support• Event Planning
Safe Digging Month
• Media Tour – Columbus, Atlanta, Augusta
• Statewide Proclamation
•811 Poster Contest
•Press Release
•Home Depot Social Media Contest
•Augusta Greenjackets Game
•Braves Partnership
•DIY Video Release
•Excavator App Release
City of Ball GroundCity of Holly SpringsCherokee County Fire & Emergency ServicesCity of WoodstockCherokee CountyCity of Canton Town of WaleskaPeachtree City Fayette County Town of Tyrone Town of BrooksCity of FayettevilleTown of Woosley
Coweta County City of Commerce Town of Alto City of Atlanta City of South FultonMorgan CountyCity of MadisonCity of RutledgeGeorgia Forestry CommissionPaulding County City of Hiram City of Covington City of DouglasvilleCity of Monroe City of Good Hope
Proclamations – Safe Digging Month
Proclamations -Safe Digging Day
•Coweta County Fire Station 1
•City of Auburn
•City of Winder
•City of Dallas
•City of Oxford
•City of Douglasville
811 Day• Member Collaboration
with GPC & AGL• Atl & Co• USTA Mixed Doubles
Tournament• Geofence Home Depot
and Lowe’s
Georgia 811 Run
Digger DogSchool Total YTD = 56
Show TotalYTD = 62
Student Total YTD = 6,873
Teacher Total YTD= 373
Community Event Total YTD= 23
Total reached=1,016,730
www.DiggerDog811.com
@georgia811adventures
@georgia811
See you next year!