Utility locating companies play a crucial role in preventing damage to underground infrastructure by accurately identifying and marking buried utilities. With the increasing volume of excavation projects and the need for compliance with regulations, an advanced ticket management system (TMS) is essential for streamlining operations. Below are the top five features that a high-quality TMS should offer to enhance efficiency, accuracy, and compliance.
1. Automated Ticket Routing and Prioritization
An effective TMS should automatically categorize and route tickets based on urgency, location, and required resources. By using predefined workflows and geospatial data, the system can prioritize tickets that need immediate attention, ensuring that high-risk excavation sites are handled promptly.
Key Features:
- Smart Ticket Assignment – Automatically assigns tickets to the nearest or most qualified technicians.
- Priority-Based Scheduling – Flags high-risk or time-sensitive tickets for immediate handling.
- Auto-Generated Notifications – Sends alerts to technicians and dispatch teams about new or updated tickets.
- Integration with One-Call Centers – Seamlessly pulls ticket requests from 811 or other regulatory systems.
- Duplicate Ticket Detection – Prevents redundant tickets from clogging the workflow.
2. GIS Integration for Enhanced Mapping
Geographic Information System (GIS) integration allows utility locators to visualize excavation sites with precise mapping data. This feature helps technicians pinpoint underground utilities accurately, reducing errors and ensuring compliance with regulations.
Key Features:
- Interactive Maps – Provides real-time visualization of ticket locations and underground infrastructure.
- Layered Utility Data – Overlays historical and real-time data of buried utilities.
- GPS-Enabled Location Accuracy – Ensures field teams can locate sites with precision.
- Weather and Terrain Insights – Displays environmental factors that may impact locating efforts.
- Augmented Reality (AR) Support – Uses AR to help field crews visualize underground utilities.
3. Mobile Accessibility and Field Communication
A cloud-based ticket management system with mobile accessibility enables field technicians to receive, update, and close tickets in real time. Mobile applications equipped with GPS tracking, voice-to-text capabilities, and image uploads improve communication between field staff and dispatch teams.
Key Features:
- Real-Time Ticket Updates – Allows technicians to update ticket statuses directly from the field.
- Offline Mode – Enables data entry in areas with limited connectivity, syncing when back online.
- Photo and Video Attachments – Supports multimedia uploads for documentation and compliance.
- Voice-to-Text Notes – Lets field staff dictate notes for faster input and better accuracy.
- Live GPS Tracking – Monitors technician locations to optimize dispatching and response times.
4. Automated Compliance and Reporting Tools
Regulatory compliance is a critical aspect of utility locating. A robust TMS should automate compliance tracking by logging ticket details, timestamps, and technician notes. Customizable reporting tools allow companies to generate detailed compliance reports for audits, helping them meet industry standards such as 811 one-call regulations and damage prevention laws.
Key Features:
- Auto-Generated Compliance Reports – Creates detailed reports for audits and regulatory bodies.
- Time-Stamped Activity Logs – Tracks every action taken on a ticket for compliance verification.
- E-Signature and Digital Documentation – Stores signed approvals and regulatory documents securely.
- Automated Ticket Closure Notices – Ensures proper documentation is sent to stakeholders.
- Custom Compliance Dashboards – Provides real-time compliance tracking for management teams.
5. AI-Powered Analytics and Predictive Insights
The best TMS solutions incorporate AI-driven analytics to provide predictive insights into ticket volumes, peak demand times, and potential risk areas. By analyzing historical data, companies can optimize workforce allocation, reduce unnecessary site visits, and improve overall efficiency.
Key Features:
- Predictive Ticket Demand Forecasting – Uses AI to anticipate peak excavation periods.
- Automated Workforce Optimization – Suggests staffing adjustments based on historical trends.
- Risk Analysis & Anomaly Detection – Flags recurring issues in specific locations.
- Damage Prevention Alerts – Identifies excavation sites with higher risk factors.
- Performance Metrics & KPIs – Tracks efficiency, response times, and compliance adherence.
Conclusion
Investing in an advanced ticket management system is essential for utility locating companies looking to enhance efficiency, accuracy, and compliance. By leveraging features like automated ticket routing, GIS mapping, mobile accessibility, compliance automation, and AI-powered analytics, companies can streamline their operations and reduce the risk of utility damages. As the industry evolves, adopting a cutting-edge TMS will be key to staying ahead of the competition.
SmartTIX Modernizes Ticket Management
From field technicians and supervisors to leaders managing the business, SmartTIX empowers every stakeholder to work smarter using the most cost-effective, time-saving ticket management solution on the market.
Learn more about the features and benefits of SmartTIX by scheduling a demo with our expert team.