420,000 locate requests. 866 members. Membership is expected to increase over 20% by year-end INTRO OUR REACH

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1 2015 IN REVIEW

2 420,000 locate requests INTRO OUR REACH With over 850 members, and growing, Alberta One-Call (AOC) is the oldest and second largest One-Call centre in Canada. We processed our first locate request in 1984 and have been providing public, worker and community safety ever since. We ll likely never know how many incidents, injuries or fatalities our service and your membership have prevented but achieving the ultimate level of safety is a never-ending goal. AOC processed over 420,000 locate requests in 2015 and When you request a locate from AOC, you are effectively alerting over 850 owners of underground infrastructure of your ground disturbance project. In turn, they take action to ensure your project can proceed safely. Working with the Alberta Energy Regulator to enforce regulatory compliance governing mandatory registration with AOC, membership is expected to increase over 20% by year-end. notified our members of a ground disturbance in the vicinity of their underground infrastructure over 1.8 million times. That s a lot of excavation activity! 866 members Membership is expected to increase over 20% by year-end

3 Awareness continues to grow ADVERTISING CLICK BEFORE YOU DIG! SOCIAL MEDIA Our message is simple and it s everywhere and that s precisely what we want! Twenty percent of AOC s budget is allocated to advertising and our goal is simple get Albertans to contact us before they dig. Thanks to the relationship we ve built with our media partners, we ve secured prime advertising space on radio and in print across the province; and, our social media presence continues to grow! AOC established a social media presence a few years back and we have been growing it ever since. It has allowed us to engage in conversations and educate Alberta s digging community on our safety services. With every social media engagement, we are expanding our reach, attracting new followers and educating Albertans. Watch for our safety message to appear on television in 2016 and follow us on Facebook and Twitter!

4 Alberta Emergency Response Transmission A.L.E.R.T. This season, AOC worked closely with the Edmonton Area Pipeline & Utility Operators Committee (EAPUOC) to initiate an Emergency Response Transmission that notifies EAPUOC members when an emergency situation or anomaly is reported near their underground infrastructure. This immediate awareness allows EAPUOC members to respond accordingly, including the ability to provide mutual aid. Moving forward, AOC anticipates opening the ALERT service to all underground infrastructure owners throughout the province of Alberta. SUPPORT & RELATIONSHIP MANAGEMENT This past summer, AOC implemented ZenDesk, a Customer Relationship Management (CRM) system to make access via a single address, info@albertaonecall.com, even easier! Whether it is an excavator with questions about a ticket, a member inquiring about an invoice or a facility owner who wants to register with the AOC, help is just a click away! ZenDesk allows us to forward questions to the right person faster and to build an online self-help database. With CRM analytics, we can isolate repeat questions and issues to guide improvements to our service.

5 WHERE DOES OUR REVENUE GO? 45% Remember when a Fax machine was high tech? 15% Over the past 30 years, AOC operations have changed, modified and moved with the times. A few years ago, we purposely changed our Call-to-Action from Call to Click Before You Dig and the change was immediate. Within 12 weeks of launching our new brand, online locate requests shifted from below 30% to over 65%. It was clear that despite accepting online locate requests for over 20% 10% 10% 15 years, most Albertans didn t know about it. Today, close to 80% of all locate requests are made online. This dramatic and sustained shift has decreased telecommunications costs and allowed us to increase our advertising budget and allocate resources to research and development of new technology. STAFFING As an example, we launched DIG INFO AB, our mobile application, in October It s free to download for iphone and Android devices and very popular with the digging community allowing locate requests to be made in about two minutes. No more waiting on-hold to speak with one of our Agents! SOFTWARE & TECHNOLOGY TELECOMMUNICATIONS ADVERTISING & AWARENESS OFFICE EXPENSES

6 2016 Looking Ahead TECHNOLOGY CLOUD When we implement our new Virtual Contact Centre system this winter, our Damage Prevention Agents (DPAs) will be able to provide full service to our customers from their homes or any other off-site locations. This reduces the impact on service should communications be interrupted at our head office and has the additional benefits of increased schedule flexibility and work-life balance options for our team. ONLINE CHAT Look for Live Chat on our website starting December During regular business hours, agents will be available to assist online customers with their locate request if they have questions while completing the form. AUTO PROCESS AOC is running an auto-process pilot during the 2016 digging season. The pilot will evaluate the possibility of transmitting some locate requests directly from the website to affected members without being processed by a Contact Centre agent. Tickets eligible for auto-processing include homeowners digging on a single residential lot and some rural excavations taking place in a single quarter section. Auto-processing tickets will increase Contact Centre efficiency by freeing up agents to help other customers during the busiest times of the year.

7 2016 Looking Ahead DAMAGE PREVENTION AMBASSADOR Two mobile units, wrapped in Click Before You Dig advertising and operated by qualified individuals with experience in the damage prevention industry, will patrol throughout Calgary, ISO 9001 Alberta One-Call will evaluate internal processes and best practices to align with requirements of the ISO Quality Management System standard. ISO certification will provide the foundation to better customer satisfaction, staff motivation and continual improvement. Edmonton and surrounding areas during the 2016 digging season. With a goal to reduce damages to underground infrastructure, AOC s Damage Prevention Ambassadors will make appearances at community events, schools, local hardware and do-it-yourself stores to educate Albertans on safe digging. SECONDARY SCREENING A pilot is underway to evaluate an added-value service that could significantly reduce the number of notifications a member receives. Members who participate in secondary screening would have their tickets reviewed by an AOC screening department to compare the ticket information to the member s business rules and a more detailed facility map. The AOC screening centre could provide clearances directly to the excavator, potentially reducing the number of times a member has to send out a locator to mark the ground by up to 30%.

8 2016 Looking Ahead DIRT DAMAGE INFORMATION REPORTING TOOL Over 3,000 damages to underground infrastructure were reported to the Alberta Common Ground Alliance last year more than 8 damages per day! The cause of these damages is captured in the ABCGA 2014 DIRT Report but overall, the culprit is not following the damage prevention process Click or Call Before You Dig, Wait for a Locate and Dig with Care. Beyond the cost of repairs to damaged underground infrastructure, societal costs such as loss of business, deployment of emergency responders, evacuation, and loss of data in relation to those damages cost Albertans tens of millions of dollars every year. For example, in 2012, the province of Quebec recorded 1,800 damages to underground infrastructure with a societal cost of 75 million dollars to taxpayers. Applying the same formula to Alberta, the 3,000 damages recorded in 2014 cost Albertans almost 150 million dollars. We can do better. Please contact us to register your company with the Damage Information Reporting Tool. The tool isn t designed to determine blame. It s to help determine root causes and develop methods to prevent a recurrence.

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