Case Study | 811 Ticket Management

Ameren Corporation

Ameren Corporation, a Fortune 500 company, serves 2.4 million electric customers and more than 900,000 natural gas customers in Missouri and Illinois across 64,000 square miles. With roots dating back to 1902, Ameren is the largest electric power provider in Missouri and the third-largest natural gas distribution operation in Illinois. They own more than 7,500 circuit miles of transmission lines and generate 10,200 megawatts of electricity.

Millions of Dollars Saved, Damages Reduced with UtiliSphere™

As Ameren’s damage prevention efforts and 811 ticket volume increased, UtiliSphere streamlined workflow, focused efforts on high-risk tickets and created efficiencies to save millions for the electric and gas company.

  • Problem

Electric and natural-gas provider Ameren is an industry leader in damage prevention. They became an Irth Solutions customer in 2002 when they began using our 811 ticket management offering.

For several years, the Ameren team passed all 811 tickets to contract locators for processing without any screening to determine the level of risk or priority. When they decided to scale their damage prevention efforts, they turned to Irth Solutions to help implement automated ticket screening and watch-and-protect processes.

Ameren wanted to reduce manual data entry and inefficiencies of an archaic process when updating and reporting on their damage prevention efforts and eliminate cumbersome spreadsheet management via email and SharePoint.

  • Solution

With UtiliSphere, Ameren manages the entire 811 ticket management process in one place, including screening tickets to assess the level of risk before they go to contract locators. UtiliSphere integrates multiple applications on one platform to deliver a comprehensive damage prevention, asset management and risk management tool used by Ameren’s JULIE screeners, damage prevention team and contract locators.

Ameren’s JULIE screeners are informed with up-to-date data from the field and other critical information collected during damage prevention activities in UtiliSphere. For example, the platform has map layers to help screeners definitively know where assets are located. With this insight, screeners can more confidently clear tickets without scheduling an in-person locate.

We worked collaboratively with Ameren’s damage prevention team when they launched their watch-and-protect program to ensure UtiliSphere had functionality that would best support them. For example, when a high-risk ticket is identified, UtiliSphere automatically triggers the next-best action, whether a locate audit, watch and protect, or investigation.

Users access 811 tickets through UtiliSphere and whether they are a damage prevention specialist, screener or contract locator, they have the same system of record. Ameren no longer needs to copy and paste data from one system to another, giving unparalleled visibility to the damage prevention team.

  • Results

Ameren has a robust screening and damage prevention program. Not only have damages been reduced, but the screening process made possible by UtiliSphere also saves Ameren millions of dollars on contract locator costs.

UtiliSphere allows the Ameren team to access everything they need to screen and manage 811 tickets through one system as well as determine where their efforts are having the most impact.

Having one integrated system reduces human error, streamlines workflow and boosts efficiencies saving time and money. Now that Ameren screens 811 tickets and doesn’t send a contract locator to every site, they save millions of dollars each year.

The Ameren damage prevention team is freed from manual data entry and can spend more time in the field talking to excavators, coaching locators, managing ticket load and accommodating more audits than ever before.

“Having that one-on-one contact out in the field with other locators or excavators is what really drives those damages down,” said Allen Kish, damage prevention supervisor.

With a more strategic approach to damage prevention by sending auditors and locators to high-risk tickets, Ameren has intervened to reduce damages on cases that may have slipped through the cracks.

  • UtiliSphere got rid of the noise and enabled us to get a more accurate account of what’s actually going on out there on a day-to-day basis.”

    UtiliSphere Benefits for Ameren

    • Identified opportunities.
      UtiliSphere identifies places where Ameren could improve damage prevention efforts and cut out efforts that aren’t effective or necessary.

    • Gained visibility.
      With reliable data from the field and other damage prevention efforts, Ameren screeners can confidently clear tickets without an in-person locate.

    • Increased efficiency.
      UtiliSphere increased efficiencies for Ameren since all ticket information is on one system that contract locators, damage prevention specialists and screeners can access.

    • Configured for success.
      The platform is flexible and is configurable to Ameren’s unique needs allowing them to document and manage 811 tickets effectively.


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    Irth Solutions' market-leading SaaS platform improves resilience and reduces risk in the sustainable delivery of essential services that millions of people and businesses rely on every day. Energy, utility and telecom companies across the U.S. and Canada trust Irth Solutions for damage prevention, asset protection and risk management solutions, making Irth the top provider for 811 (one call) ticket management and utility locating software since 1995. Powered by business intelligence, analytics and geospatial data, our platform helps deliver the 360-degree situational awareness needed to proactively mitigate and manage risk of critical network infrastructure in a changing environment.

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