WEB Ticket Management System WebTMS WEB Ticket Management System

MISS DIG 811 TICKET MANAGEMENT SYSTEM RECEIVE TICKETS DIRECTLY FROM MISS DIG 811 TRANSMIT POSITIVE RESPONSE BACK VIEW AND ATTACH IMAGES OR NOTES TO YOUR TICKET DESKTOP AND MOBILE DEVICE FRIENDLY

INTRODUCTION ACCOUNT TYPES: DIRECTOR: Every company profile has one and cannot be deleted. Two company profiles can be set up if a single company has separate operations and wishes to keep them isolated. Same as administrator except for the ability to switch company contexts. ADMINISTRATOR: Has complete access to all tickets and company settings (can view, assign, and respond to any ticket). DISPATCHER: Access to view, assign and respond to tickets. No access to company settings. LOCATOR: Only account type that can be assigned tickets. Permissions and options can be managed. Director-full control including access to multiple service areas Administrator-full control except for access to multiple service areas Dispatcher-assign & respond to tickets, edit their own information, view reports Locator- respond to tickets , can be given specific permissions by a director or administrator

MESSAGE TYPES: EOD (END OF DAY) from MISS DIG 811 BROADCAST MESSAGES delivered to Director and Administrator EOD AUDIT delivered after midnight and checked against database TICKETS: A response row is created for every member code, in open state assigned or unassigned to locator. Auto-response or auto- assign rules can alter normal traffic flow. EOD – signals end of daily transmissions from MISS DIG BROADCAST- messages from MISS DIG delivered to director and administrator EOD AUDIT-placed in audit queue, delivered after midnight, each tkt is checked against database to verify it was received TICKETS- response row generated for every member code, tickets then go into open state as either assigned (to a locator acct) or unassigned. Can use auto response and auto assign rules to alter this flow

TICKET CLASSIFICATIONS Grids Polygons Normal Emergency Damage Short notice Rush Late Cancel Update Ongoing Meet Design Re-mark Second notice Noncompliant Classifies each ticket as having a combination (e.g. normal + meet) Not all classifications are used by MISS DIG and some have different titles on the actual tkt *Classifies each ticket as having a combination (e.g. normal + meet) to create a blanket classification. Not all classifications are used by MISS DIG and some have different titles on the actual ticket.

Revised Ticket Indicators: Ticket Stage, Status, and Flow: Each ticket has member code response rows for initially received, assigned to locator, or closed (completed). Ticket is closed once all member code response rows are closed. Revised Ticket Indicators: If there are multiple open revisions of a ticket, there will be black and green circles with a plus sign inside identifying this. The green circle indicates the most recent revision. Ticket Stage WebTMS will first check auto-response rules, if there is a match response code is applied and locator may be assigned the ticket. Unless otherwise set up the ticket is closed/completed. If there re no auto response or auto-assign rules then the ticket will remain open/unassigned

SETTINGS Admin: Users: Add/Edit user profiles, recover passwords, adjust permission settings Member Codes: Add/Remove member codes for responding to tickets (after notifying member services) Response Codes: Must use MISS DIG 811 codes pre- set in system per PA 174. You can only edit or delete response codes you have created. E-Mail Supplemental: Set up additional email destinations for your tickets, even for specific days & times Users: add/edit user profiles Member codes: Add/Remove member codes for responding to tkts, only after adding or removing a member code with member services Response codes: Manage response messages for responding to tkts E-mail Supplemental: Specify additional e-mail destinations for incoming tkts Map Layers: Draw/Edit polygons on the map to create map layers that are used to trigger auto-respond & auto-assign rules Auto-Respond: Tkt can be auto responded to based on different criteria Auto-Assign: Tkts can be auto assigned to a locator account as soon as they are received Map Layers: Draw out specific area for auto-assign or auto response purposes and edit as needed Auto-Respond: Set up auto-response rules for tickets Auto-Assign: Set up specific auto-assign rules for your locators

History: End of Day Audits: Received from MISS DIG 811 to verify all tickets were received by WebTMS Company EOD: Company’s EOD and audits weekly reports available through Director and Administrator accounts Event Log: Shows system activity relating to users and settings Archives: Database for all tickets, responses and data generated at beginning of every month EOD Audit- Received frm MISS DIG, verifies that all tkts were received by Web TMS- Green means it passes, Red means it is missing some tkts Event Log-shows system activity as it relates to users and settings Company EOD-Shows company EOD and audits weekly reports, only viewable through Director & Administrator accts Archives-generated at the beginning of every month and available for download

Center /811 Ticket Images Transfer Authorization: UPLOAD LOCATE/WORK PHOTOS FROM EACH JOBSITE TO THE ONE CALL CENTER TO KEEP THEM ORGANIZED YOU WILL NEED TO USE YOUR COMPANIES RMAP CREDENTIALS FOR THIS TO WORK

Accessed through the mobile mode only: Emergency Ticket Handling: Can be configured to handle emergencies as a special case, can be assigned to specific locator or left unassigned Auto Expire Tickets at EOD: Specify that a response is applied to tickets older than a certain threshold Can config

Responding to Tickets Tickets Filter: Custom sort open tickets Sort Options: Ticket number, address, sequence, work or due date, updated Responding to Tickets: Individually or to multiple tickets Viewing Tickets: Option to print, assign, or respond to ticket. There are also drop- down sections to choose from such as responses, original ticket, ticket map, images, history, reports, center/811 positive response history Closing out Cancelled Tickets: Close all member codes on all revisions of the ticket

DESKTOP MODE Desktop Mode Exclusive Features View Ticket Differences View Tickets on Map Clipboard feature Ticket Routing Map Layer Upload Reports

REPORTS Admin: Daily Average, Ticket Type Summary, Assignment Placement Summary, Average Time to Locate, Locator Productivity Detail, Locate Time Tickets: Open Ticket Listing, Past Due Ticket Listing, Response Listing, Locator Worksheet Database: Archive Data, Auto-Respond Rule Summary, Auto-Assign Rule Summary History: Refresh

Benefits of Web TMS Makes PA 174/Positive Response much easier for your team Dispatcher job is lightened See the whole ticket, not only the pieces that a third party ticket management system chooses Multiple useful reports As MISS DIG 811 updates our system, Web TMS is automatically updated Routing feature allows for less drive time and gas

Cost of Web TMS .04 per transmission Billed annually for the previous year’s transmissions, only paying for what you have used No start-up or training fees, only cost is .04 per transmission

With a third party ticket management system: SAVINGS WITH WEB TMS Example: Mid-sized municipality with 15,000 transmissions Water, sewer, electric, gas, steam With a third party ticket management system: $7,600 per year With Web TMS @ 15,000 X .04 = $600 per year SAVE $7,000 PER YEAR

Contact Member Service at: 1-800-482-7161 FREE 30 DAY TRIAL!!!! KEEP YOUR CURRENT TICKET MANAGEMENT SYSTEM AND RUN IT ALONG WITH MISS DIG 811 WEB TMS FOR A 30 DAY TRIAL PERIOD. IF YOU DON’T LIKE IT THERE IS ABSOLUTELY NO CHARGE!!!! Contact Member Service at: 1-800-482-7161 or membersupport@missdig811.org