In the damage prevention industry, we often say that safety is a shared responsibility. It is a partnership between the facility owner, locator, excavator, and the municipality, but any partnership is only as strong as its communication.
For decades, the “communication” in our industry was disjointed. A ticket came in via fax or email. A locator went out with paper maps and a can of paint. A status was called in via radio. An excavator waited, hoping the marks would be there on time. This fragmented workflow created what we might call “information silos,” black boxes where data goes in, but visibility is lost.
Today, the stakes are too high for silos. As infrastructure becomes increasingly crowded and project timelines become tighter, the industry is shifting toward a model of real-time transparency. We are moving from a manual handoff to a “digital handshake.”
The “Single Source of Truth” Problem
One of the most persistent challenges in our industry is the discrepancy between what the office sees and what the field sees.
In a traditional workflow, a dispatcher might be viewing a digital map on a desktop, while the locator relies on printed “as-built” maps that may be six months out of date. This disconnect is a primary driver of risk. If the locator doesn’t have the most current data, the paint on the ground won’t reflect the reality under the soil.
The modern best practice is the integration of ticket management with Geographic Information Systems (GIS). By layering 811 ticket data directly over live asset maps, everyone works from a “single source of truth.”
This is where digital platforms have become essential tools for operators. By integrating directly with mapping services, these systems ensure the polygon on the dispatcher’s screen matches exactly what the locator sees on their tablet. There is no translation error. The data is consistent, live, and shared.
Empowering the Field: The Digital Locator
The role of the locator is evolving. They are no longer just marking lines; they are data collectors and safety auditors. However, they can only fulfill this role if they are untethered from the truck and the clipboard.
Mobile technology is the bridge that connects the field to the office. When locators are equipped with cloud-based mobile apps, the workflow transforms:
Documentation: Instead of a handwritten note, a locator can take a geotagged photo of their marks. This creates irrefutable proof of work, protecting the utility from liability in the event of a dispute.
Efficiency: Optimized routing ensures locators spend less time driving and more time on site.
Safety: Real-time access to ticket details means locators are aware of high-risk assets or emergency tickets the moment they are dispatched.
Digital solutions prioritize this mobility, allowing field crews to upload photos, videos, and sketch notes directly to the ticket record from an iOS or Android device. This creates a permanent digital audit trail that benefits everyone involved in the process.
Building Trust Through Positive Response
Perhaps the most critical “handshake” in our industry is Positive Response, letting the excavator know it is safe to dig.
In the past, a lack of communication here was a major source of friction. Excavators were left guessing if a site had been marked or if it was clear. Today, automated Positive Response is becoming the industry standard. It closes the communication loop instantly.
When a facility owner uses a modern ticket management system, the status of a ticket (Marked, Clear, No Conflict) is automatically relayed to the state One Call center the moment the locator closes the job. This transparency builds trust. It tells the excavator, “We value your time, and we prioritize your safety.”
The Future is Connected
The ACTS Now motto, “Always Champion True Safety,” reminds us that safety is an active pursuit. It requires us to constantly evaluate our tools and processes.
As we look to the future of damage prevention, the trend is clear: successful programs will be those that dismantle silos. Whether it is a municipality managing water lines or a massive pipeline operator, the goal is the same: seamless, real-time communication.
By leveraging technologies that integrate GIS, mobilize the workforce, and automate communication capabilities we do more than just manage tickets. We build a safer environment for our workforce and our communities.