Vendor Products (Software System Products by OCC)
Products Provided by One Call Concepts
ITIC (Revised Version):
What it is: ITIC is a web-based ticket entry program, designed to facilitate online ticketing as an alternative to “telephone-based” ticket entry. The enhanced version provides additional “user-friendly” features designed to expedite usage.
Intended Audience: Frequent IOC system users (e.g.: professional excavators).
How it works: Excavators (system users) register to use ITIC via the Iowa One Call website. Users establish a login process (username and password) via an online registration process – which, once approved, allows the user access to the online system. Upon completing the required information fields and “mapping” the location of the proposed area of excavation (via the system’s mapping software), the user will receive confirmation, including a list of the underground facility operators who Iowa One Call will transmit “locate tickets” to (in conjunction with said proposed excavation). The online tickets generated by new ITIC users are “held” (checked/reviewed by the call center prior to being transmitted) – this occurs within 24-hours (the same is true of all tickets generated via the ITIC system by users identified as “problematic” and therefore ‘selected for scrutiny’). All other tickets generated via the ITIC system are released (transmitted) immediately and then checked/reviewed by the call center (after transmission) within 24-hours. Ticket errors or problems discovered during the ticket review process or addressed by contacting/communicating with the relevant excavator(s) and operator(s). If the situation merits, tickets may be canceled – at which point the operator(s) and excavator(s) receive notice of said cancellation. Tickets entered by ITIC are archived and available to the user. Users can establish a “user profile,” which helps expedite the process by pre-populating required information fields.
ITIC For Homeowners
What it is: Currently not in use (implementation set for early first quarter 2013), ITIC For Homeowners is a web-based ticket entry program similar to the ITIC system, but designed specifically for usage by the casual excavator (e.g.: “homeowners”) as an alternative to “telephone-based” ticket entry.
Intended Audience: Casual excavators who submit dig tickets infrequently.
How it works: (NOTE: Access process is not in place at this time. Final access may vary from this description.) At the Iowa One Call website, the user can click on “Enter a new ITIC Lite Mark Out Request”. They will be mailed a link to the ITIC Lite web address. Once the user has entered all text information, ITIC Lite will determine if the address or street/cross street combination are found on the map. If it finds either of these conditions is correct, ITIC Lite will offer the user a map with default grids selected. The user can than toggle through a few variations and select the combination of grids which best cover their excavation area. If no street/cross street match is found, the ticket will go into a “review” file to be mapped by a member of the call center staff. When all the required information is submitted, the user gets a list of all the underground facilities in the excavation site. The utilities are then notified and directed to mark the location of their underground facilities.
IOC staff, in conjunction with OCC and the current IOC advertising agency, will work together to develop a comprehensive communications plan designed to educate Iowa’s homeowners and to promote usage of the system (to be implemented early within the first quarter of 2013).
IMAP (enhanced version)
What it is: A web-based underground facilities database management tool.
Intended Audience: Iowa One Call member operators / underground facility owners
How it works: The system can only be accessed by operators based on a process that includes registration via IOC, authorized approval within the operator’s organization and possession of the appropriate CDC codes (the operator’s “computer designated codes”). The Operator may establish a multi-level security protocol by designating different levels of “user access clearance” (e.g.: who within the operator/organization can use the system, who can authorize changes to the system, who can execute executive-level actions, etc.)
The IMAP system provides multiple layers of geographic information and is based on the fundamental “county” layer (the correct county is required in order to properly “load” the map – allowing access to pertinent geographic information). In addition to entering the correct county, the operator/user must have access to and enter the appropriate CDC code(s). After entering the pertinent CDC code(s) and then selecting the county of interest, the user can view a map showing their currently selected (“mapped”) grids. The user can edit their mapping database by using IMAP to add, delete or create new grids. They can also forego using grids and instead create polygons. While the use of polygons will allow the member operators to more accurately delineate the location of their facilities “within a grid,” transmission notifications are still based on the actual grid (notifications will be transmitted to all underground facility operators owning facilities within the entire grid in which a proposed excavation is scheduled to occur). Once submitted, the new mapping information is updated at the call center (vendor) and then the updated map is sent back to the user (operator) for verification prior to any changes being entered into the IMAP system – where it will then be immediately available to CSR’s at the call center. For security purposes, the IMAP system featured multiple levels of security, allowing the operator “access oversight”
Design Request System
What it is: The Design Request System (DRS) is a web based tool designed for use by licensed designers engaged in planning and design-type activities that may potentially impact underground facilities but do not include immediate excavating. The system provides users with operator contact information and access to the IOC locate notification system.
Intended Audience: Licensed architects, engineers, land surveyors and landscape architects. The system can also be accessed by non-licensed designers working within an IOC member/underground facility operator organization.
How it works: After completing the required registration procedure, the user can access the DRS via the IOC website, by completing the established login process. Upon detailing the specifics of the design project by completing the required information fields, the user will then use the system to map the actual location of the design project. Upon submitting the completed ticket (which at this point is a “Design Information Request – DIR”), the user will receive an email from IOC listing the names and contact information for the underground facility operators who own/maintain facilities within the area of the design project. This contact information provides the designer with direct access to the key contacts within the affected operator’s organizations). The designer may then communicate directly with the affected operators, at which time arrangements can be made for the exchange of pertinent information (including blue prints, maps and other data relevant to the operator’s underground facilities located within the area of the design project.). DIR policy provides that the operator will have up to 5-days to provide any exchange of information. At this point, the Design Information Request stage (“stage one”) has been completed.
Once the required 5-day waiting period has elapsed, the designer, upon discovering any potential conflicts may convert the stage-one Design Information Request (DIR) to a Design Locate Request (DLR). The designer may select individual (specific) operators from the list, or all of the operators listed and then convert the necessary DIR’s to DLR’s. Design Locate Tickets will be generated at the call center and transmitted to the selected operators, who will then have up to 5-days to complete the locating and marking process. Excavations are not permitted under a design ticket.
What it is: Ticket Check allows facility operators to provide information on the status of locate requests they have received.
Intended Audience: Owners/operators of underground facilities.
How it works: After an Owner/operator has received a ticket, they can provide the status of their locate in a couple of ways: they can upload information via the internet or use FTP to send bulk files back to Ticket Check. At the end of the statutory period (two days) Ticket Check automatically sends a fax or email detailing the utility provided status information to the excavator who submitted the ticket. Utilities can use Ticket Check to fulfill their obligation to provide the excavator with the status of their locate requests as mandated under Chapter 480 of the Iowa Code.
Search and Status
What it is: Search and Status allows an excavator access to his/her completed tickets along with the status information provided by facility operators.
Intended Audience: Any excavator who wants to look up or needs status information for a submitted ticket.
How it works: The excavator goes to the IOC website and enters her/his username and password. After selecting Search and Status, the excavator is shown a list of all the ticket he/she has entered. The list can be edited to search for tickets in specified counties or over selected periods of time. Tickets can be sorted using a variety of sorting criteria.
Interactive Voice Recognition System (IVR)
What it is: An automated recorded-messaging system designed to complete the creation of a ticket.
Intended Audience: Any excavator unless said excavator prefers to speak with a CSR.
How It Works: By transferring the caller to the IVR system, which is programmed to prompt the caller with details and pertinent information necessary for finalizing the caller’s locate notification (e.g.: ticket number, list of utilities to be notified, private facilities “disclaimer,” etc.) The caller can select from multiple options (prompts) so that they can either repeat information, skip information, switch back to a CSR, terminate the call, etc.).
El Roboto System (Auto)
What it is: A configurable auto-dialer system (automatic out-dialer).
Intended audience: Underground facility operators who request “voice outs” for Emergency notifications (may be used for other voice out purposes).
How it works: El Robota provides an automatic “repeat” dialer system that can be programmed to dial out at designated time intervals to designated member operators with customized messaging. “Auto” will continue to redial until the call is answered (“positive response”) or until the program allows for (the number of times in which the system is programmed to redial). The system can be programmed to dial out to multiple contacts simultaneously (i.e.: all affected contacts on any given ticket can be programmed to receive calls simultaneously). At the end of the time programmed for call outs (the number of “attempts” or “redials”) the system automatically reverts back to a CSR. A CSR may intervene by intercepting the system at any time.
El Robota has been approved by the IOC Board for implementation beginning prior to December 31, 2012. Participation (usage of the El Roboto system) by IOC member operators is voluntary and provided as an option only to IOC member operators.
OCC will implement an outreach process via telephone (calling the designated contacts for all IOC member operators – via the OCC contact listing) beginning prior to December 31, 2013 and continuing into 2013. The process of contacting member operators will by via OCC representatives calling member operators in alphabetical order from the member operators’ list.