DEC DASHBOARD. Positive Response Compliance DEC. Compliant Tickets : On-Time Performance Analysis. December % Late.

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Henry Hampton
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1 Positive Response Compliance 215 Compliant 215 Non-Compliant 216 Compliant 216 Non-Compliant 1% 87% 96% 86% 96% 88% 97% 89% 97% 89% 98% 88% 97% 86% 96% 92% 97% 93% 97% 94% 97% 96% 97% 94% 97% 8% 6% 4% 2% 13% JAN 4% 14% FEB 4% 12% 3% 11% 3% 11% 2% 12% 3% 14% 4% MAR APR MAY JUN JUL AUG SEP OCT NOV 8% 3% 7% 3% 6% 3% 7% 3% 6% 3% 8% Late Compliant Tickets : On-Time Performance Analysis The bar graph shows the percentage of tickets to which operators December 216 have responded in compliance with state law. The pie chart shows the percentage of tickets to which operators have responded using an IOC status code within the time frame established by state law % On-time 1

2 215 / 216 ITIC Activity (Y-T-D) ITIC, ITIC Lite and ITIC Mobile activity continues to grow, making up a greater percentage of incoming locates than ever. Phonein volume continues to drop as more IOC users make the change to on-line ticket entry. 6, 55, 5, 45, 4, 35, 3, 514,85 541,95 296,144 33,159 Y-T-D 215 Y-T-D , 2, 2, , ITIC Activity (BY MONTH) 15, Total Incoming ITIC Total Phone - In Total 12,454 12,539 ITIC Lite Total 1,512 1,619 ITIC Mobile Total 5, 4, 3, 2, 1, 8,123 3, ITIC PHONE-IN ITIC LITE ITIC MOBILE 1,11 4, ,436 17,685 1, ,333 22,813 2, ,417 22,623 2, ,381 21,912 1, ,59 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 17,431 1, ,623 2,422 1, ,379 18,63 1, ,59 19, ,548 16, ,16 6,

3 ITIC vs. Phone-In Percentage Y-T-D 63.63% ITIC Total (344,317) Tickets processed through the IVR make up a growing portion of the overall remotely processed ticket volume. The number of tickets received through ITIC exceeds 63% of the total volume this year..26% ITIC Mobile 35.5% Phone - In Total (192,17).86% IVR Total (4,671) 216 ITIC vs. Phone-In.81% ITIC Lite 98.93% ITIC Breakdown of Online Tickets in December 216 5, 4, 3, 2, 1, 8,179 3, ITIC PHONE-IN IVR 1,233 4, ,699 17, ,95 22, ,788 22, ,216 21, JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 31,239 17, ,15 2, ,757 18, ,716 19, ,268 16, ,32 6,

4 Iowa One Call Total ITIC Discount $152,179. The savings continue to grow! These charts have tracked your ITIC savings during the last few years. Its easy to see how ITIC usage helps reduce everyone s overall costs. $251,691.5 $278,217. $197, ITIC Discount Summary $4, $3, $2, $1, $3,79.5 $3,715. $5,828. $6, $3,277. $2,811.5 $8,681.5 $8,259.5 $5,856. $8,86.5 $18,13.5 $24,648. $15,685. $22,64. $28,726. $27,539.5 $16,547. $23,554. $28,21.5 $28,379. $16,318.5 $21,839. $28,231. $29,9.5 $18,51. $22,25. $24,889. $24,72.5 $17,895. $2,3. $24,431.5 $31,884. $16,412.5 $21,89. $26,713.5 $29,955. $2,91. $25,377.5 $27,9.5 $29,235. $12,361. $14,724.5 $17,912. $27,93. $5,525.5 $9,979. $12,955.5 $1,812. JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

5 Fewer incoming calls were received this December than last, because the number of calls declines as ITIC usage grows. 24, 22, 2, 18, 218, Total Incoming Calls (Y-T-D) 28, ,48 187,73 16, 14, 4, Total Incoming Calls (BY MONTH) 213 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV , 3, 25, 2, 15, 1, 5, 6,719 7,84 22,811 28,836 3,465 25,15 22,441 25,68 23,28 25,88 19,688 1,546 7,299 5,73 9,17 25,478 29,337 24,969 25,242 23,959 22,565 23,318 15,22 6,782 5,748 5,828 1,562 26,457 27,732 24,163 23,929 2,439 21,633 21,67 11,846 8,391 5,88 3,983 14,564 26,524 22,285 21,89 2,11 19,744 19,768 2,21 13,241 8,361 4,399 5,126 16,96 22,277 22,625 21,312 17,119 19,968 18,21 18,63 15,194 6,

6 The abandonment rate is slightly lower than that which has been historically experienced Calls Abandoned (BY MONTH) 5.% JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 4.5% 4.% 3.92% 3.5% 3.% 2.5% 2.% 1.5% 1.% 1.4% 2.43% 2.9% 1.87% 1.95% 2.19% 1.82% 2.78% 2.46% 2.87% 2.54% 2.11% 1.55% 2.15% 1.65% 2.21% 2.36% 1.98% 2.41% 2.49% 1.98% 2.26% 2.45% 1.25% 1.81% 3.7% 2.45% 2.21% 1.77% 2.73% 2.18% 2.38% 2.33% 2.31% 1.79% 2.34% 2.4% 1.92% 2.17% 1.58% 2.27% 1.76% 2.8% 2.15% 2.37% 1.81% 1.85% 1.8% 2.52% 1.73% 1.98% 1.94% 2.6% 2.65% 2.56% 2.17% 2.16% 2.45% 1.86%.5%.%

7 Average Speed to Answer (BY MONTH) 65 6 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV The average speed to answer is well within that experienced during previous years

8 The chart below reflects the average speed to answer during the after hours period. 216 Average Speed to Answer After Hours Service JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

9 Average talk time is in line with historical performance overall Average Talk Time (BY MONTH) 16: 14: JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 12: 1: 8: 6: 6:35 6:12 7:19 7:1 7:2 7:9 7:41 7:26 7:16 7:13 6:31 6:15 5:53 6:8 7:45 7:35 6:58 6:54 7:2 6:55 6:55 6:53 6:55 5:48 5:46 5:26 7:27 7:28 6:4 6:22 6:28 6:43 6:47 6:42 6:39 6:9 6:6 6:6 7:34 7:22 6:49 7:2 7:14 7:17 7:16 7:16 7:3 6:22 6:11 6:27 8:14 7:34 7:21 7:5 7:13 7:31 7:13 7:17 7:32 6:44 4: 2:

10 Average Time per Ticket (BY MONTH) 8: 7: JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 6: 5: 4: 4:57 4:41 4:36 4:48 4:42 4:36 4:26 4:35 4:4 4:45 4:4 4:22 3:56 4:13 4:7 4:31 4:23 4:11 4:17 4:18 4:16 4:1 4:14 4:2 4:13 4:3 3:57 4:25 4:42 4:25 4:21 4:21 4:29 4:34 4:35 4:22 4:19 4:11 4:23 4:7 4:8 4:17 4:18 4:19 4:23 4:34 4:43 4:36 4:26 4:23 3:57 4:8 4:16 4:25 4:56 5:4 5:12 4:57 5:9 4:58 3: 2: 1: The average time per ticket for this month is slightly higher than what has been historically experienced

11 Total Incoming ticket volume for 216 is significantly higher than , 55, 5, 45, 468, Incoming Ticket Totals (Y-T-D) 481, ,92 541,95 4, Incoming Ticket Totals (BY MONTH) , 7, 6, 5, 4, 3, 2, 1, 15,363 13,597 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 41,89 56,523 58,258 49,35 45,576 5,89 44,949 54,456 39,969 2,456 12,912 1,45 18,295 52,566 6,221 52, 55,49 53,116 49,461 54,681 34,63 14,214 1,537 9,421 22,825 59,777 61,446 54,685 55,66 48,669 51,736 55,415 3,959 21,32 12,299 9,95 38,653 65,699 55,929 55,924 53,13 52,478 54,725 55,34 36,457 24,453 12,346 15,382 49,745 59,112 59,944 59,692 48,992 58,3 53,838 56,628 47,876 19,

12 Outgoing ticket totals follow the pattern set by incoming tickets. 3,, 2,8, 2,6, 2,4, 2,2, 2,465, Outbound Ticket Totals (Y-T-D) 2,655,424 2,654,77 2,78,41 2,, 1,8, Outbound Ticket Totals (BY MONTH) 1,6, , 35, 3, 25, 2, 15, 1, 5, 81,97 73,524 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV 212, ,47 299, , , , , ,943 21,727 18,23 75,758 59,46 11,885 27,923 31,73 269,14 289, ,391 26,49 284, ,235 83,331 65,145 6, ,56 38, , , ,27 276, , ,56 173, ,991 69,151 54, , ,559 29, , ,18 271, , ,65 185, ,523 66,544 81, ,16 287, , , , ,645 27, , ,61 11,

13 The in/out ratio is following the historical pattern for this time of year but the actual ratio is lower because facility operators have refined their databases IN/OUT Ratio (BY MONTH) JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

14 Design Request System (DRS) Activity shows the total number of Design Information Requests (DIRs) and Design Locate Requests (DLRs) placed in a given month. Activity in both areas has grown since the system was activated. 216 DRS System Activity (By Month) 6 55 DIRs DLRs JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

15 In the charts on this page, we have provided a breakdown showing the time of day that incoming tickets were received. After Hours Analysis % Regular Hours Tickets 12, 216 Time of Receipt Analysis (Year To Date) 13% After Hours 1, 8, 6, 4, 2, 11,21 1,325 14,171 1,211 47,43 2,72 55,235 3,877 56,68 3,876 56,34 3,658 41,181 7,811 48,373 9,657 45,51 8,328 5,225 6,43 4,421 7,445 17,48 2,462 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

16 The total number and overall percentage of non-compliant tickets received is down from what it was in Non-Compliant Tickets (Y-T-D) Non-Compliant Tickets % 9.21%.49%.46%

17 Emergency Tickets (Y-T-D) 22, 2, 18, 16, 14, 16,329 18,383 14,889 14,89 5, 4, 3, Emergency Tickets 12, 1, , 1, 1,451 1, % 1, % 5.187% 1, %

18 The YTD total number of dig-in tickets is higher in 216 than in Dig - In Tickets (Y-T-D) The YTD total number of tickets where callers report the job is whitelined has increased over last year s levels. 5,5 5, 4,5 4, 4,34 4,331 4,396 4, Dig - In Tickets 3,5 3, % % % %

19 Whitelined Tickets (Y-T-D) 24, 22, 2, 196, ,754 4, 35, 3, Whitelined Tickets 18, 16, 14, 126, ,31 25, 2, 15, 1, 5, 3, % 8, % 9, % 8, %

20 The overall number of tickets with GPS coordinates continues to be higher for this period in 216 than it was in , Ticket with GPS (Y-T-D) Tickets with GPS Homeowner ticket volume is slightly lower than it was for this period in , 4, 35, 3, 25, 36,795 35,892 35,25 43,855 6, 5, 4, 3, 2, 1, 1, % 2, % 2, % 2, %

21 Homeowner Tickets (Y-T-D) Homeowner Tickets 8, 14, 7, 12, 6, 5, 53,143 55,257 59,84 59,473 1, 8, 6, 4, 4, 2, 1, % 2.448% 3.469% 3.332%

JAN DASHBOARD. Positive Response Compliance JAN. Compliant Tickets : On-Time Performance Analysis. January % Late.

JAN DASHBOARD. Positive Response Compliance JAN. Compliant Tickets : On-Time Performance Analysis. January % Late. Positive Response Compliance 216 Compliant 216 Non-Compliant 217 Compliant 217 Non-Compliant 1% 96% 97% 8% 6% 4% 2% 4% 3% FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC 8% Late Compliant Tickets : On-Time