QA/QC & KPI Tracking in Utility Locating Programs

Utility locating programs, especially 811 contract locating, perform best when quality is measurable and repeatable. Quality assurance (QA), quality control (QC), and KPI tracking are how utility owners and facility operators reduce risk, improve consistency, and maintain accountability at scale.

Why QA/QC Matters

Locating isn’t just a “paint and move on” task. The downstream impact of a missed or incorrect mark can include damages, outages, emergency repairs, schedule delays, and liability exposure. QA/QC helps ensure the program produces consistent, defensible outcomes.

Common Oversight Gaps

Many locate programs struggle when oversight is informal or inconsistent. Common gaps include:

• No standardized documentation expectations
• Limited auditing of completed tickets
• Inconsistent field verification practices
• Little visibility into repeat calls or rework
• Performance tracked anecdotally instead of with metrics

KPIs Utility Owners Should Track

Tracking a few core KPIs provides immediate clarity on performance and risk. Useful metrics may include:

• On-time response rate: percentage of tickets completed within SLA windows
• Damage ratio: damages per X tickets (tracked by facility type and root cause)
• Rework / repeat locate frequency: how often sites require return trips
• Documentation completeness: ticket notes, photos, and required fields completed
• Exception handling: percentage of tickets with access issues, no-trace conditions, or special coordination needs

KPIs don’t exist to punish field staff, they exist to identify patterns early and improve program reliability over time.

What a Structured QC Process Looks Like

A strong QC process typically includes:

• Standardized closeout notes and documentation requirements
• Random audits of completed tickets
• Targeted reviews after damages or repeat calls
• Field coaching and corrective action when patterns appear
• Clear escalation paths for complex or high-risk sites

Audit-Ready Documentation

When questions arise, whether from a contractor, a facility owner, or a damage investigation, the ability to produce clear documentation matters. Strong documentation includes:

• Clear scope notes and site access details
• Marking method notes when relevant (direct connect vs induction vs passive)
• Photos where visibility or conditions are complex
• Exception notes when utilities are not traceable
• Repeatable closeout structure

Why This Improves Outcomes

Programs that treat QA/QC and KPI tracking as core infrastructure typically see:

• Fewer damages and fewer repeats
• Improved contractor experience
• More predictable field performance
• Better defensibility when incidents occur
• Higher trust from stakeholders

Utility locating is a safety function and a risk function. When quality is measurable, accountability becomes clear and performance improves.