811 DELAY MANAGEMENT PROCESS
811 DELAY MANAGEMENT PROCESS
Purpose
Quick-reference checklist for documenting, tracking, and recovering costs related to late locates, incomplete locates, utility non-responses, or unauthorized ticket extensions that impact production or scheduling.
STEP 1 – VERIFY TICKET DUE DATE
Morning after the ticket due date:
● Review the 811 ticket.
● Save or print the ticket as a PDF.
● Upload the PDF to the 811 Delay App before taking further action.
● Identify utilities that:
● Have not responded.
● Have not completed the locate.
● Issued statuses such as “rescheduled,” “attempted to call,” “contacted Novis,” or “contacted contractor” without excavator approval to extend the due date.
● Confirm whether excavation can begin safely.
If all utilities responded and completed locates with no unauthorized extension: No action required.
If any utility has not responded, has not completed the locate, or issued an unauthorized extension: Proceed to Step 2.
STEP 2 – SAVE TICKET DOCUMENTATION
● Open the 811 ticket.
● Save or print as a PDF.
● Name the file:
● Ticket Number – Project Name – Date
● Example: 123456789_Main_Street_06-18-2026.pdf
● Upload the PDF to the 811 Delay App.
STEP 3 – ISSUE SECOND NOTICE
Issue a Second Notice if a utility:
● Has not responded.
● Has not completed its locate.
● Has not marked facilities.
● Issued an unauthorized reschedule or extension.
The day after the ticket due date:
● Submit a Second Notice through the 811 system.
● List all delaying utilities in the comments section.
Standard Comment
“Crews will be on site tomorrow. Please complete your locate as soon as possible. The following utilities have not responded or have not completed their locate:
● Utility Name
● Utility Name
● Utility Name
Failure to complete locate requests may impact project scheduling and production.”
● Submit the Second Notice.
● Save the confirmation.
STEP 4 – START DELAY IN THE 811 DELAY APP
Immediately after submitting the Second Notice:
● Open the 811 Delay App.
● Select Start Delay.
● Enter:
Ticket Information
● Ticket Number
● Project Name
● Location
● Due Date
Utilities Causing Delay
List utilities that:
● Have not responded.
● Have not completed the locate.
● Have not marked facilities.
● Issued an unauthorized extension or reschedule.
Delay Reason
Select:
● No Response
● Locate Not Complete
● Facilities Not Marked
● Partial Locate
● Unauthorized Reschedule/Extension
● Other
Notes
Include:
● PDF ticket uploaded.
● Second Notice submitted.
● Utilities contacted.
● Expected crew start date.
● Additional relevant information.
● Save the delay record.
Status: PENDING
STEP 5 – MONITOR DELAY
Daily:
● Update utility responses.
● Record completion dates.
● Add notes and communications.
Keep the delay OPEN until:
● All utilities respond and complete locates.
● The job is moved.
● Work is completed.
STEP 6 – IF NO PRODUCTION LOSS OCCURS
If work proceeds without production impact:
● Open the delay record.
● Add final notes.
● Record the utility response/completion date.
● Close the delay.
Status: CLOSED – NO LOSS OF TIME
Invoice: Not required.
STEP 7 – IF PRODUCTION LOSS OCCURS
If crews cannot work due to missing locates or unauthorized extensions:
Photos
Capture:
● Idle equipment.
● Work area.
● Missing locate markings.
● Crew conditions.
Production Impact
Document:
● Crew size.
● Equipment involved.
● Hours lost.
● Relocation time.
● Lost production.
Example
Crew: 4 Employees
Equipment:
● Directional Drill
● Vacuum Truck
● Locator
Lost Time:
● 6 Hours
Reason: Gas utility failed to respond by due date.
● Upload all documentation to the Delay App.
STEP 8 – MANAGEMENT REVIEW
Review:
● Ticket.
● PDF ticket copy.
● Delay record.
● Photos.
● Production reports.
● Time sheets.
● Utility responses.
● Second Notice documentation.
● Determine total damages and costs.
STEP 9 – PREPARE DELAY PACKAGE
Compile:
● Delay Ticket Report.
● Original 811 Ticket PDF.
● Second Notice.
● Photos.
● Production Loss Documentation.
● Cost Summary.
● Invoice.
● Combine into a single package.
STEP 10 – SEND INVOICE
Send:
● Invoice.
● Delay Report.
● Supporting Documentation.
To:
● Utility Company.
● Utility Damage Prevention Department.
● Claims Department (if applicable).
● Save copies of all correspondence.
RESPONSIBILITIES
Foreman
● Document field conditions.
● Take photos.
● Record downtime.
● Submit production impact information.
Management
● Upload PDF ticket.
● Submit Second Notice.
● Start delay record.
● Track utility responses.
● Review documentation.
● Calculate damages.
● Send invoices.
● Close delay records.
PROCESS SUMMARY
□ Due Date Missed or Unauthorized Reschedule Issued
↓
□ Upload PDF Ticket
↓
□ Submit Second Notice
↓
□ Start Delay in App
↓
□ Delay Status = Pending
↓
□ Utilities Respond and Complete Locate
↓
□ No Loss of Time → Close Delay
OR
□ Loss of Time → Document Costs → Invoice Utility → Close Delay
Comments