1. JOINING ONTARIO ONE CALL: A LARGE LEARNING CURVE FOR A SMALL MUNICIPALITY Andrea Clemencio, P. Eng. Town of Lincoln

2. http://www.intropsych.com/ch07_cognition/learning_curve.html What We Expected

3. http://mattyserrantthoughts.blogspot.ca/ What We Experienced

4. About the Town of Lincoln  Niagara Peninsula  Orchards & vineyards

5. About the Town of Lincoln  23,000 residents ~ about 5,500 metered accounts  200 km water & sewer main  Two drinking water systems, one wastewater  6 Water/Wastewater Operator  1 Supervisor  1 Manager

6. About the Town of Lincoln  Region of Niagara:  Treats drinking water from Lake Ontario, Lake Gibson  Treats collection wastewater  Water Distribution – 3 booster stations – Class 2  Wastewater Collection – Class 2  Storm water Collection

7. BEFORE AFTER  500-600 locate requests per year  ~50 locate requests per month  Sanitary sewer rarely located  5-10 days response time  Outdated forms  No trending of performance  1500-1600 locate requests per year  ~130 locate requests per month  Sanitary sewer frequently located  3-5 days response time  New forms – still paper  No trending of performance

8. Challenges #1 Council Support  Signed Service Agreement  Consider outsourcing? $14-$18  Impending One Call fees: $1.60-$2.10  System awareness – training, monitoring

9. Challenges #2 Transfer of Mapping  Regional watermain  All-clears – road segments  Detailed iterative reviews  Shape files sent: roads, municipal boundary, water and sanitary systems with attribute data attached

10. Challenges #3 Notification  Work hours  Holidays  Names  Contact info (Fax? Email? Phone call?) for escalation  End-of-day Reports, Summary Reports, Invoices  Filters  Internal Locate Requests

11. Challenges #4 Sanitary Sewer  Private vs public jobs  Camera?  As-builts for Capital Projects?  Locate Cards?  Sewer Inspection Video  Resources  Paperwork / Communication

12. Challenges #5 Storm Sewer  Private vs public jobs  Road Staff?  Water Staff?  Resources  Paperwork / Communication

13. Challenges #6 Private vs Public  Filters from One Call  Mark water if possible?  Mark sewer if known?  Back yards  Gardening, driveway paving, fenceposts

14. Challenges #7 Documentation. 7. documentation. 7. records. #7 Documents. 7. Record-keeping. #7: Docs…..  We RE-ENTER information too many times  Disclaimers on forms  Communicating completed work orders back to Ontario One Call (360), and to requester  Review and monitoring

15. Challenges #8 INCREASED VOLUME

16. Next Steps  Equipment  Staffing  Training  DOCUMENTATION – software/hardware  Reduce response time  Eliminate redundancies  Reduce administrative time

17. Thank You Questions? Andrea Clemencio Manager, Water & Wastewater Town of Lincoln aclemencio@lincoln.ca