Best Practices Version 17.0

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Chapter 3

3.9 Caller Feedback

Practice Statement:

The one call center provides the caller with a ticket number and the names of facility owners/operators who will be notified for each locate request.

Practice Description:

Providing the locate request ticket number and the names of the facility owners/operators who will be notified enhances the efficiency of the one call process. When provided the names of the facility owners/operators, the excavator knows which owners/operators will be notified in the area of the planned excavation. This helps the excavator determine if the facility owners/operators have responded to the locate request.

References:

  • One Call Systems International Voluntary Recognition Program

  • “Model One Call for the 20th and 21st Century,” AT&T (was available when the practice was created but is no longer available)

  • Existing operating practices from various states’ one call centers

  • 49 CFR Part 198

  • NTSB Safety Study (NTSB/SS-97/01; PB97-917003)

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