
In the Beginning
In the 1990s, a persistent question plagued utility operators: “How can we reduce the number of damage incidents, enhance service reliability, increase workforce productivity, and reduce risks to British Columbians?” Six B.C. utility operators collaborated around this common cause and realized that simply facilitating communications among stakeholders could drive significant benefits.
BC 1 Call’s founders envisioned a shared service that would connect anyone planning to disturb the ground with members whose assets lay in the dig site. BC 1 Call would act as the communications link, relaying requests for infrastructure location information to members who would then respond directly with safe digging instructions.
From the beginning, it was recognized that the service’s success would depend on it being free and easy-to-use, with member fees covering all operational and marketing costs, and on timely and quality member responses.
BC 1 Call is Born
In 1994, BC One Call was formally established to operate as a not-for-profit, with membership open to all private and public sector utilities operating in British Columbia. The name reflects the then emerging trend of using province-specific call centers for underground infrastructure damage prevention.
In the 30 years since, BC 1 Call’s simple process remains virtually unchanged in that the use of BC 1 Call’s service requires little to no training. However, users today have access to ‘How To’ resources, including a recorded webinar and other feature-specific tutorials.
Technology: Automation and User Friendly Features
BC 1 Call’s technology must support consistency in the following basic workflows:
- Each locate request drives notifications to all members with assets at risk.
- Each requester receives immediate advice of all notified members and is told to wait for all responses prior to disturbing the ground.
- Members only receive notifications when their assets are at risk. This requires the cross-referencing of each proposed dig site and all members’ underground infrastructure maps, which means obtaining:
- From the requester: A clear definition of the location, boundaries, and depth of the proposed work site.
- From members: Updated infrastructure maps.
From the very beginning, one call software has been leveraged by BC 1 Call for the capture of this critical information. Today, BC 1 Call and the other three western provinces share a one call platform under a co-license with one call software leader, PelicanCorp CA, and together strive to evolve functionality to benefit both users and members.
In the early days, communication to and from BC 1 Call was largely phone and fax-based. After a user provided locate request information by fax or phone, an agent would enter the data into the system and manually cross-reference the dig site to binders of paper-based infrastructure maps to determine which members to contact. Agents then sent out low-tech confirmations and notifications.
Enter the Internet Age. Workflows now leverage widely used information and communications technology, and one call software improvements are driving faster, seamless, and automated BC 1 Call service process flows. Today, more than 89 per cent of users and members provide positive service satisfaction ratings because of service enhancements such as the following:
- BC 1 Call’s platform can be used from any internet-enabled device.
- 82 per cent of locate requests are placed online, with such requests processed 24/7/365.
- Finding the general area where the work will be done is quite intuitive using the Hybrid Google base map with satellite imagery and well-known search capabilities (e.g., by civic address or landmark), plus a drop-down menu of optional BC overlay maps.)
- Work site delineation is precise using a drawing tool, as opposed to word descriptions.
- Agents support users via chat, email or phone during call center hours.
- Digitized member infrastructure maps enable automatic cross-referencing.
- BC 1 Call confirmations and notifications are sent automatically.
Call to Action
Every project that involves ground disturbance carries the risk of personal injury and service disruption.
As our population grows and communities rely on more miles of critical underground infrastructure, the probability and impact of service disruption and worker injury rise. This increases the case for the habitual use of BC 1 Call’s service before disturbing the ground.
To reduce preventable damage incidents, become a member if you have underground assets to protect. If you are a designer/planner, or on a maintenance or construction team, make it a task within every project plan to contact BC 1 Call before you disturb the ground, and follow all safe digging instructions and best practices.
To Celebrate
In celebration of BC 1 Call’s 30th anniversary, a couple of lucky BC 1 Call users will receive a branded gift basket!
Locate requests placed by users on the notable dates below from BC 1 Call’s early days will be entered into a giveaway draw. A winner was selected on October 11 (our official anniversary), and the next winners will be chosen this winter.
Locate requests placed on:
- December 31, 2024 (In 1994, BC 1 Call’s call center officially opened)
- January 2, 2025 (The first locate request was placed on this day in 1995)
Giveaway winners will be emailed Monday, January 6, 2025!