Frequently Asked Questions

Transcription

1 Frequently Asked Questions Mandatory Fields and New Changes Implementation Date December 5 th, 2016 New Project Work feature: Q. What is the Create Project feature and how do I use it instead of submitting a regular ticket? A. The Project Locate is defined as any or all of the following criteria; a request: that encompasses an area greater than one city block in an urban environment or 1000 meters in a rural setting that will take longer than 30 days duration to complete i.e. water/sewer replacement, deep servicing, utility relocation where the same type of work is being requested in multiple geographical locations (i.e. pole replacements, tree planting, stump removal, anode replacement, mailbox installations, etc.) Use this option if the work you are doing meets any or all of the criteria above. If your work does not meet any of the above criteria, submit a request through the Create ticket feature for a standard request. There is no further difference between the two options. Tickets will be processed at the same priority by Ontario One Call, and locators must still abide by the Ontario Underground Infrastructure Notification System Act to ensure they are compliant with the locate request response times. Q. Will Ontario One Call s system automatically decide if my ticket is a project even if I don t choose the Create Project feature, and my ticket information reflects that? A. The Project feature is for use at the discretion of the excavator. Guidelines have been provided regarding the use of the Create Project link, and should be followed.

2 Ontario One Call s system will not change the ticket to a Project if the excavator does not select the Create Project link when submitting their request on our web portal. Q. If I complete my locate request as a Project, does this mean the locate will take longer to be completed by the owner of infrastructure? A. Members of Ontario One Call must make all reasonable attempts to complete locates within 5 business days of being notified about the excavation. Using the Project feature is not intended to change this in any way. Members or their locators will be able to apply their internal processes to help work through locate requests of greater scope in a timely fashion. These would be the locates you submitted as a Project. Q. If I use the Project feature, does this mean my locates will be valid for a longer period of time? A. The validity of your locate is determined by the owner of infrastructure directly. Check each individual set of paperwork you receive to identify the validity period of a particular locate. Q. Why do you want me to provide the estimated time of completion? A. Providing the estimated time of completion will let the locator know more about your excavation, and help them coordinate locates with you. This is not intended to remove Members obligation from completing locates in the time frames set out by the Ontario Underground Infrastructure Notification System Act. It may assist in reducing the number of relocates you have to put in. Always check your locate paperwork from the individual owners of infrastructure to know that you are working with valid locates and within the parameters they have set out. Q. Does Ontario One Call automatically create a relocate request after 30 days if I use the Project feature? A. No, Ontario One Call is not able to create a relocate without it being initiated by the excavator. Ontario One Call does not track all locate validity time frames, which vary between Members. Meaning, we are not always able to identify when the relocate would need to be activated. Additionally, we are not informed of whether an excavator has already completed their work

3 (ahead of schedule, for example). Therefore, we are unable to determine if a relocate would still be required. Satellite Image Map Selection: Q. Why is a map selection mandatory? A. Today, the map selection available within the Web Portal ticket is only used as a general reference. It is not always utilized by excavators. In 2017, Ontario One Call will be changing the way that owners of infrastructure (Members) receive information regarding an excavation (Notification). The mandatory map selection created by the excavator will work together with the written description provided within a request to create a notification. The goal of this change is to; Obtain more accurate information Accurately reduce the number of the owners of infrastructure notified on a locate request, by decreasing the notification area through the map selection Reduce the waiting time for the completion of locates Ontario One Call is taking steps to ease users into utilizing this feature comfortably, therefore; the map selection will be mandatory through the web portal on December 5, once the notification change is implemented in 2017, a map selection will be mandatory by web, phone (description of dig area to an agent by the excavator), and contractor bridge. Q. Can I create multiple selections on the satellite image, for example, can I add a bigger space as well as a line and attach them together? A. Yes, you are able to identify several different map selections on one attachment. In order to do so it must fit the following criteria: a. The selections must all be on or parallel to the dig street you identified in the Dig Location section b. The selections must all fall between the two cross streets you provided c. The selections must all be visible on the map before attaching Q. Do the selections I make on the map need to be exact? Click here for examples; see example 5

4 A. The selections must be as accurate as possible. We don t expect that it will be within an inch of where you are digging, but the map has several options to help you find the location. a. A zoom and pan feature, b. A street view feature. You cannot draw in street view, but you can use it to identify where you need to dig, and zooming back out, you are more aware of the surroundings. In the future, Ontario One Call will introduce a measuring tool to help you identify the dig area. In late 2017, the map selection you provide will be used to determine which Members are notified of your excavation, therefore, the better the map selection you provide the better the results for who must complete locates. Creating a realistic and accurate selection may mean that a Member who does not have infrastructure where you are digging doesn t need to come locate, and the Members who do, have a good idea where you are digging and will locate the area quicker and more precisely. Q. If I am putting in a fence, do I have to make my map selection of the whole property or can I just use the draw a line tool to mark out where I am putting the fence? Click here for examples; see example 4 A. For a fence, or any work that can be identified by creating a line, you can use the Draw a Line feature. You can select the width around the line, in case you think it will be greater than 3 feet across. For other type of work where you are using the line tool, don t forget to mention the length of your excavation, this is helpful for Members and locators when completing your locate. Q. Are the maps updated? Sometimes I don t see the streets where I am working, and it s been a while since they have been there. A. Ontario One Call s internal maps, as well as the satellite image are updated regularly by our mapping partners. If you find issues with our system or the satellite image, report it to solutions@on1call.com Q. Why don t all locators receive sketches/map selection? A. This is a choice made by the Members, it may involve compatibility or procedural circumstances where a sketch or map selection is not easily used.

5 If a Member does not receive these, but would like to, they may contact memberservices@on1call.com Q. How will the locator receive the map selection? A. The map selection is sent as an image attachment to the locator or Member. The image you attach saves as a screen capture, you may create multiple screen captures at different zoom levels for the same dig location, to best display where you are digging. Q. If I have multiple civic addresses or want to draw more than one map selection, do I have to create a new map for each one? Click here for examples; see example 1 A. You can create multiple selections on the same map, and attach only one map as long as what you are providing falls into the following criteria: a. The selections must all be on or parallel to the dig street you identified in writing b. The selections must all fall between the two cross streets you provided c. The selections must all be visible on the map before attaching If your dig locations don t fall between the cross streets you provided or on the dig street you provided, you must create a new ticket. Q. We plant trees over the entire city, we are not given exact locations for these trees only home addresses and whether the tree is going in the blvd, lawn or side lot. Providing a dig map is not really possible how do you propose we go about doing this? Click here for examples; see example 5 A. The information you have given here is plenty to be able to create a map selection. a. Locate the address where the tree is being planted. b. Then mark out the area that would best describe where it is being planted on that property. If it is on the side lot, draw a shape on the correct side of the lot. If it is at the front, draw a shape at the front of the lot. c. If you are absolutely unsure where on the property, you may draw a larger shape around the property to identify that it will be on that lot. Q. How should I create a map selection in a new subdivision when the mapping doesn t show lots or houses yet? Click here for examples; see example 7

6 A. This is a challenge that will need to be overcome with an understanding of where your excavation is taking place. In these situations, it will also be common that an excavator may provide a larger map selection than may be necessary because they cannot see lot lines. Find the area where the new subdivision is, locate more or less where the home you are working would be, drawing the shape over that area, if it s larger than the actual lot in real life, it is still much better than notifying several streets. The Detailed Description of the Work is where you will provide the information necessary for the locator to find where you are even quicker. Provide any distance and direction information you have from your dig street or intersecting streets to your dig location. Provide the lot # in the Dig Location information. And exactly what you are doing. Q. Can I use Ontario One Call s map and provide my own map or sketch in one request? A. Yes. This is highly encouraged, especially if you have more technical drawings that will provide additional context to the locator. Please refer to our training videos for information on attaching additional sketches or documents. Click Here Q. Is there a measuring tool on the map? A. Ontario One Call is working to further develop the mapping tool. You will see new features come up within a short time, this will include a measuring tool to help you find and identify your dig location. Q. If I provide Ontario One Call with a map drawing, and attach my own sketch, do I still have to write what I am doing in the detailed description of the work field? A. Yes, this is to help bring all of the information together and minimize misunderstanding. Also, some members don t currently receive the sketches, and they require the context of where you are digging in written form. Q. I can t see the civic/municipal address on the Ontario One Call Map. How am I supposed to find the right place or building where my excavation will be occurring? Click here for examples; see example 7 A. Ontario One Call is working on further developments to the map that will find specific addresses in the near future.

7 However, currently you may utilize other map sources on the internet to type in the address information and find the location, then reference it when making the map selection. Please ensure that you have enough information about the where the dig is occurring, in order to comfortably make a map selection in the correct area even in the absence of a specific civic/address number. Q. I submit locate requests on behalf of the excavators, I don t go to the sites. How am I supposed to know where to draw the map selection? Click here for examples; see example 7 A. We understand that this may be a difficulty for some individuals, and we are working on further developments to the map that will find specific addresses in the near future. However, currently you may utilize other map sources on the internet to type in the address information and find the location, then reference it when making the map selection. Please ensure that you have enough information of where the dig is occurring from the excavator, so that you can comfortably make a map selection in the correct area even in the absence of a specific civic/address number. Refer to the question Do the selections I make on the map need to be exact? In this FAQ for more information. Dig information: Q. What if my excavation site is on a roadway where the nearest intersection is greater than 5 kilometers? A. You will provide the intersection in the Dig Location fields (in Intersection 1 or Intersection 2), and in the Detailed Description of the Work field you will provide details regarding the distance from the dig street and intersecting streets to your dig location. Q. If my project spans over 8 intersections, can I just put that information into one request and will your system break it up into numerous tickets? A. The Project feature is for use at the discretion of the excavator. Guidelines have been provided regarding the use of the Create Project link, and should be followed. Ontario One Call s system will not change the ticket to a Project if the excavator does not select the Create Project link when submitting their request on our web portal.

8 The system will not break up the request into numerous tickets through the web portal. If your excavation is very large, you will need to submit it as a Project. If you know it can be broken up into several tickets because it will be worked throughout a longer span of time, you should plan ahead and submit tickets only for the work you know will be done within 30 days. Q. What should I do if your system doesn t have the streets I am working on? A. If the dropdown field in the web portal does not present you with a specific street name please follow these steps; a. Check your dig location with another map source to ensure you have the right street name(s). b. If you have the correct information, you can type over the fields in the Dig Location section and use it as a free form field. This ticket will suspend for review by Ontario One Call, you may receive a call if there are any questions about your dig location. It may take up to 24 hours for review. c. You will need to pan on the satellite image to find your location (use your reference from point a. above to assist you). Draw your selection. d. Contact solutions@on1call.com to let us know that you ran into this situation. Our maps are updated regularly and we appreciate the feedback to fill in any gaps. If you are unable to process the ticket by the web portal because you cannot locate your dig location at all, call us for assistance Q. Can I put dead end in the second intersecting street if a second one does not exist? A. If you are digging at a dead end (or crescent etc.), our system will generally recognize this as being the case and a second intersecting street will not be required. If you don t see the red * by the Intersection 2 field, don t type anything. This will help the system auto-process the request and you won t have to wait for Ontario One Call to review it. If there is a difference between what our system sees and what you are seeing, and the system requires you to add the second intersecting street with a red *, then yes, type in dead end. The ticket will be sent to Ontario One Call for review. Please contact solutions@on1call.com to report this as well. Clear File (Geographic Clear) Removal:

9 Q. What is the Clear File and why is it being removed? A. Historically, clear files were implemented before Ontario One Call s legislation was complete. Without all of the owners of infrastructure participating in the system, some Members wanted to add clarity to the areas where their infrastructure was not present in an effort to minimize confusion. The goal of removing the clear file is to provide consistent messaging regarding the service Ontario One Call provides on behalf of all members. Upon implementation, a member of Ontario One Call will not be identified on a locate request unless they have underground infrastructure within the vicinity of the proposed excavation. Today, a -C represents both a geographic clear (from a clear file) or a system filter setup by the member. You will no longer see a -C for a geographic clear (clear file). Therefore, a member you may have previously seen on your locate request with a -C for a geographic clear (clear file), will no longer appear as they do not have infrastructure in the vicinity of your proposed excavation and is not required to complete a locate. For a list of these members, please click here. Depth as a Mandatory Field: Q. Sometimes is it difficult for us to know how deep we will be digging, what am I supposed to put in the field? A. The accuracy of the information is very important, and in situations where the dig depth may be dependent on something, it is always best to plan ahead. If your dig depth varies by the type of soil in the area, or by the type of work you are doing etc., ensure that you are aware of this information before submitting a locate request. These are key components of your work that should be determined ahead of time. Provide the maximum dig depth of the entire scope of your work that you are describing on your locate request. If your dig depth changes to a deeper measurement during your excavation, you must update your request with Ontario One Call, as any clearances you may receive based on the original

10 information provided may no longer be valid and you may be at risk of running into infrastructure. Q. I input locates on behalf of the excavator, how am I supposed to fill out this field? A. This information is required to complete a locate request, either by web, phone, or contractor bridge. The individuals who are performing the work will have to provide you with this information going forward, the same way they provide you with the address or location information. Q. Do I need to provide a depth, even if I call in the locate request? A. Yes, depth is a mandatory field for all forms of submission. Q. Is the dig depth required on an Emergency Ticket? A. Yes, dig depth is required for all Standard, Priority, and Emergency requests. Other Q. If I have a civic address and unit number with the civic, how do I input that into the ticket in Ontario One Call s web portal? A. There is a unit field in the Dig Location portion of the form. This is a free form field and does not impact which members receive a notification, it is used to provide more information to the locator. You can type in the unit identified there. If you have more than one civic, you can type in the civic and the unit identifier beside it. You can also put this in the Detailed Description of the Work if you have more information to provide about the units and to add clarity. Q. I only see a mark & fax option, but I want a mark & what do I do? A. Ontario One Call will work toward a new development for this new feature in the future. For the time being, if you want a mark & , do not check off the mark & fax option, instead type Mark & in the Remarks portion of the form (near the bottom).

11 Q. Will Ontario One Call be adding Vacuum Excavation to the Method of Excavation section? A. Yes, this will be added in the future, information will be sent out when this feature is available. Q. Which priorities are accepted on the web portal? A. Currently you may only process a Standard request, or a Project through the web-portal. For Emergencies or other priorities please call Q. Are locates required for Real Estate signs? A. Yes, any type of sign must have a locate request. Many signs are forced into the ground with tools, they also have sharp pointed ends that may damage infrastructure. Q. Can I enter a relocate online that was originally called in? A. Yes, you may login to the web portal, search for the ticket number and relocate it online, no need to call! It takes seconds to complete. For instruction on how to log in, click here. Q. Is Ontario One Call making any changes to my ability to phone in locate requests? A. There are no current changes to phoning in locate requests. Q. What happens if I get a clear from a locator, but I see the infrastructure where I am digging? A. If this occurs please follow these steps: a. Stop digging. Contact the member/locator that provided the clear. b. During regular business hours; contact solutions@on1call.com and describe the scenario. You will be contacted quickly the same day to clarify the situation

12 c. Outside of regular business hours call us and follow up with an to as we will need to thoroughly document the situation and reach out to the infrastructure owner you identified.