Survey reveals communication among stakeholders as main block to 811 Process


Sunshine 811 is pleased to present the findings of its 2019 Effectiveness Survey, conducted to measure stakeholder satisfaction with the current state of the 811 process, identify where improvements could be made and develop potential solutions. This was conducted with the help of the National Utility Contractor’s Association of Florida and Florida’s contractors.

After studying the results, Sunshine 811 narrowed down the overall issue to communications breakdowns at multiple points in the 811 process. Sunshine 811 believes that effective communication is the heart of all productive work. Based on our observations, we developed the following recommendations for better understanding and greater communication throughout the process.

Recommendations for Excavators and Member Operators on Working Together

  1. Acknowledge that the 811 process is a shared responsibility. Everyone working together helps prevent damage and protect workers.

  2. Provide current contact information for key operating personnel. Then, commit to share information cooperatively throughout the 811 process.

  3. Make sure that underground facilities are located and marked before and during excavation to prevent underground facility damage and harm to workers and the public.

Recommendations for Excavators

New Ticket

  1. The ticket should cover only the area where digging will start within 30 days.

  2. Provide a clear and accurate locate description of where digging will take place within the job site. White lining can lessen any misunderstanding of the locate description.

  3. Provide a valid field contact (not an office contact) who will answer the phone or who has a working voice mail that is checked. Interestingly, no call backs and full voice mail were the two biggest reasons why locators could not reach excavators.

  4. Only request emergency tickets for emergency situations – when there is a break or defect in an underground facility that presents clear and present danger to life or property, leaks a substance, interrupts a vital public service or communication, or disrupts traffic.

  5. Use the positive response system to notify the pipeline operator of the day and time that your excavation will begin when you receive Positive Response Code 2C – High Priority Underground Facility in Conflict.

Ticket Renewals

Renew a ticket for the next 30 days; BUT, revise the locate description to include only the unfinished area where locates are required, deleting any area where excavation is finished.

Recommendations for Member Operators

  1. Determine whether underground facilities are at the dig site. Respond accordingly to the Positive Response System with a code that accurately documents the underground facility presence at the dig site. This must be done within two full business days for normal tickets and 10 days for underwater tickets by:

  • Locating and marking the location of underground facilities conflicting with proposed excavation; or,

  • Clearing the ticket when the facility does not conflict with the proposed excavation; or,

  • Documenting that a mutual agreement was reached with the excavator when using positive response codes 3F – Marking Delay Requested and Agreed to; and 8 – Ongoing Job; or,

  • Using the remaining positive response codes accurately and correctly for all other situations.

Get the whole Positive Response Summary using a mobile device


Sunshine 811 introduces Xtreme Access for the Positive Response System. It was developed after excavators expressed concern over the limited amount of information non-Internet Ticket Entry users could access in the field. Hurricane recovery left many of them making extra calls to supervisors for contact information and maps.

Using the Sunshine 811 app, excavators use Xtreme Access to view all tickets for his or her registered company, full ticket text and the system map.

Xtreme access features

  • Access positive response summary with ticket number only.

  • View all tickets for your company.

  • If you don’t know the ticket number to open the positive response summary, do a ticket search based on one or a combination of the date, address, county, creation date or status. The system will then search through all tickets for your company.

  • View the full positive response summary including the codes and code descriptions.

  • View the ticket text including member’s code, name and contact information.

  • View the map.

  • Access emergency contact by county.

It requires login ID

To get Xtreme Access for Positive Response, complete the form. The Member Services Department will send you an email with your login ID and notify you when the set up and registration is complete.

Note: Use of PR Xtreme gives you access to the Positive Response System and associated ticket information. It does not let you enter tickets using Internet Ticket Entry. To use ITE, you must complete the application and online training., former damage prevention manager for Sunshine 811.

3 Free workshops dig into industry issues to unearth practical solutions

Effective communication is at the heart of every team. It leads to understanding, respect and trust.

Join Sunshine 811 and industry stakeholders for an afternoon of interactive education and lively discussion. We have three “Practical Solutions for Safe Digging” Workshops and Roundtables. Registration for each event begins at 11 a.m. followed by lunch at 11:30 a.m.

The program begins at noon with interactive education on white lining, positive response, developing clear and concise locate descriptions, and tips for working with locators.

2018 Annual Report demonstrates work driven by shared dedication to prevent underground facility damage

On behalf of the Board of Directors and employees of Sunshine 811, I am very pleased to present this Annual Report for 2017-18. At Sunshine 811, our work is driven by a shared dedication to preventing excavation damage to Florida’s critical underground facility infrastructure and more importantly, preventing harm or injury to the people working and living nearby.

Please join me now in reviewing some of the major milestones that Sunshine 811 has achieved in our continual effort to make Florida - the safest place to dig.

Nominations now being accepted for Locator Excellence Award

Communication. Understanding. Respect. Trust. These are the qualities demonstrated by past Locator Excellence Award winners. Preventing damage to buried facilities is a responsibility shared by everyone involved. And those four qualities are key to a successful process. Whether you're an excavator or utility, nominate a locator who demonstrates these qualities for the Locator Excellence Award!

U.S. DOT Announces Final Rule to Enhance Public Safety by Expanding Natural Gas Transportation in Plastic Pipelines

WASHINGTON – The U.S. Department of Transportation’s Pipeline and Hazardous Materials Safety Administration (PHMSA) today announced the issuance of a Final Rule that amends the Federal Pipeline Safety Regulations for plastic piping systems used in the transportation of natural or other gas. The updates in the final rule are intended to improve safety, allow for the expanded use of plastic pipe products in the transportation of natural or other gas, and allow or require the use of certain materials and practices.

Sunshine 811 Holiday Calendar for 2018 & 2019

Happy Holidays! Sunshine 811 will be closed the following holidays for the remainder of 2018 and in 2019. Plan ahead and add one extra waiting day for locates where Sunshine 811 is closed for one day and two when we are closed for two days. See the chart at bottom for a reminder.

You can create locate tickets during holidays with Internet Ticket Entry. It’s available 24/7. ITE requires a short online training course and a user name and password. Click here to complete your application.

Reaching the right person at right time could save life of contractor digging near your facilities


Sunshine 811 recently completed a series of emails to its member facility owners to update their contact information. This is something we do each year, but it’s becoming a critical part of our daily operation as some ignore our plea.

We consistently hear from excavators that the phone numbers are incorrect or out of service. And during hurricane season, members rely on this information to coordinate storm recovery efforts with other members.

“Our member service representatives update contact information on a daily basis,” Sunshine 811 Technical Operations Manager Bill Heath explains. “Whenever we discover an outdated contact, we work to find the correct information.”

Updating contact information is a simple action to help each member comply with, § 556.112, Fla. Stat., which requires all Sunshine 811 members to update their design services information annually.

“Although excavators must notify 811 and wait the required time before digging,” Sunshine 811 Executive Director Mark Sweet explains, “they may have questions about your response to their locate request. To help protect your underground facilities from accidental damage, it is essential that all members provide Sunshine 811 with accurate and current contact information to facilitate direct communications with excavators who will be digging near your facilities”


Below are the 11 contacts types within Sunshine 811’s system. If you are a member and have not updated any of the contact information listed below, please contact our Member Services Department at (800) 651-6720 or email them at

Excavators & Others

If you’re an excavator, locator or other stakeholder and cannot reach a member using the contact information on your ticket or in the emergency phone book, please complete the quick form by clicking on SUBMIT INCORRECT MEMBER CONTACT INFORMATION below. Member Services will use your information to begin getting the updated contact information.

Reaching the right person at the right time could help save the life of a contractor digging near your buried facilities.

Contact Types

  1. Emergency Contact: The emergency contact is the person listed on emergency tickets and included on the emergency contact list. This number should be answered 24 hours a day, seven days a week.

  2. Alternate Contact: The alternate contact receiving location is where locate tickets are sent when your primary receiving equipment is not working properly.

  3. After Hours Contact: The after-hours contact is someone who can be contacted outside of your organization's normal business hours.

  4. Billing Contact: The billing contact is the person or department to receive the monthly invoice and annual assessment letters.

    If you are currently receiving paper invoices and would like to receive them electronically, email your member code and the email address or addresses where you would like us to send your invoices.

  5. Board Representative: The board representative contact is the person authorized to vote on your organization's behalf at Sunshine 811 membership meetings.

  6. Catastrophic Contact: The catastrophic contact is someone who is contacted before, during and after a storm, natural disaster or other catastrophic event. This contact is included in our emergency contact list.

  7. Damage Contact: The damage contact is the person primarily responsible for submitting damages as required by § 556.102 (12)(a), F.S. This person is also responsible for maintaining user accounts in the Florida DIRT System.

  8. Database Contact: Person or department responsible for setting up and maintaining your company’s service area registration. This may include manually drawing your service area on the maps in our system, or it may be the person responsible for uploading shape files and approving their release into production.

  9. Engineering Contact: The engineering contact is the person or department responsible for design requests as required by § 556.112, F.S.

  10. Receiving Location Contact: The receiving location contact is a person or department that monitors and receives locate tickets from Sunshine 811. This person is also contacted with ticket delivery issues. This is also the default contact provided to excavators requesting member contact information.

  11. Temporary Type Contact: The temporary type contact has access to a limited set of permissions at including entering positive response information for a ticket. This contact is not typically contacted for receiving or database-related issues.