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Responding to notifications from 811 one call centers is a crucial function of any utility company’s business operations.  When a ticket from a one call center is received, utility companies have two full working days to send a locator to the excavation site to mark or locate their underground facilities.  The end-to-end workflow for an incoming ticket typically includes the following steps:

  • Prioritize the ticket
  • Pinpoint the location on a map
  • Assign to a locator
  • Track the status
  • Manage any associated notes and photos
  • Communicate the response with the excavator

Managing this workflow can pose as a challenge to utility companies who often receive several tickets from a one call center throughout the day, all while carrying out many other daily operations. Based on numerous engagements with utility companies seeking to automate and streamline the workflow outlined above, Esri Professional Services has created a package of services to configure and deploy a set of Python scripts and a mobile app for managing the lifecycle of tickets received from 811 one call centers.


See the attached PDF for further details.