Build Management

The Construction Service Desk provides a 24/7 command-and-control function for construction delivery by centralizing intake, triage, coordination, and escalation, ensuring field execution stays on schedule and stakeholders remain informed.

What We Do

• Capture and manage construction tickets from all channels
• Prioritize, route, and coordinate resolution across teams and contractors
• Track SLAs and drive escalations when risk thresholds are reached
• Provide status reporting, dashboards, and stakeholder communications

Typical Inputs & Outputs

Inputs (Examples) Incidents, service requests, and field reports Work orders, permits, schedules, and GIS context Contractual SLAs and escalation criteria

Outputs (Examples) Prioritized tickets with ownership and next actions Escalations, communications updates, and stakeholder reports Performance dashboards and trend insights

Example KPIs

• Average time to triage and assign
• SLA compliance rate and escalation rate
• Mean Time to Resolution (MTTR) by category
• Repeat-issue rate (recurrence) and top drivers

How We Do It

Ticket Management & Triage

• Intake of construction-related issues from multiple channels, including field crews, ISPs, municipalities, and citizens
• Classification and prioritization based on severity, safety risk, and SLA requirements
• Intelligent routing to the appropriate teams, including engineering, field operations, permitting, and restoration

Issue Resolution & Escalation

• Real-time tracking of issue resolution progress
• Escalation management aligned with contractual SLAs
• Coordination of cross-functional teams to resolve complex issues

Stakeholder Coordination

• Acting as a Single Point of Contact (SPOC) for ISPs and construction partners
• Managing communications across geographically distributed projects
• Providing status updates, reporting, and dashboards

Operational Visibility

• Centralized reporting on construction progress, issues, and risks
• Integration with GIS, work management, and project tracking systems
• Data analytics to identify recurring issues and drive process improvement

IDM ensures that design datasets are accurate, compliant, and construction-ready so that build teams work from a single trusted baseline, and serviceability/readiness decisions are based on validated data.

It provides the end-to-end governance, validation, and assurance required to ensure that every fiber network design dataset is accurate, compliant, and ready to progress through construction and into operational readiness. As the foundational stage of fiber network deployment, this ensures that network designs—from early conceptual data through construction completion—meet strict engineering, serviceability, and quality standards, enabling accurate serviceability, controlled change, and readiness for construction and operations.

What We Do

• Ingest and validate design data (geometry, topology, connectivity, schema)
• Run automated test rules with clear pass/fail reporting and defect detail
• Perform engineering assurance for edge cases and constructability assumptions
• Manage design-to-as-built updates, revalidation, and controlled change
• Provide visibility via dashboards and recurring data-quality reporting

Typical Inputs & Outputs

Inputs (Examples) Design datasets (GIS layers/tables, connectivity models) Design standards, rulesets, and acceptance criteria Redlines / as-built updates and field evidence

Outputs (Examples) Validated/accepted design baseline (or reject with defects) Defect log with priorities and remediation guidance Published map services / stakeholder-ready reporting

Example KPIs

• First-pass acceptance rate
• Defects per design package (by severity)
• Average turnaround time for validation cycles
• As-built revalidation latency (time from field update to publication)

How We Do It

• Integration with GIS / ArcGIS spatial and mapping platforms to validate geometry, topology, and spatial alignment of design datasets, and downstream fiber management systems that consume validated design data for serviceability surfacing, orchestration, and field/activation workflows.
• Automated ingestion, testing, and reporting for acceptance based on approved rules, with pass/fail outcomes and detailed results produced for designers.
• Validation against approved design data, including phased and staged delivery requirements.
• Automated tests (logical connectivity and table relationships) supplemented by manual engineering validation for spatial and civil assumptions, as well as edge cases.
• Integrity checks for address linkages, uniqueness, and removal of reference/non-serviceable addresses to prevent false serviceability exposure.
• Formal acceptance of foundational datasets (Address and DP tables), aligned to delivery definitions, including final testing and approval confirming readiness for construction or activation.
• Identification, categorization, escalation, and collaboration with designers and partners to drive defect resolution and closure.
• Design maintenance through as-built ingestion and revalidation. Automated system reruns verify updates, while bulk correction workflows and accountable data ownership ensure ongoing data quality.
• Visibility and reporting through the Design Insights dashboard.

ICTD confirms each active and passive network component meets defined readiness criteria before it is accepted into service—reducing downstream faults, compliance risk, and failed activations.

What We Do

• Collect and validate acceptance evidence for built assets
• Execute readiness checks and record results in the service platform
• Approve or reject acceptance against criteria, manage waivers, and coordinate retests
• Onboard accepted components into monitoring and operational systems

Typical Inputs & Outputs

Inputs (Examples) Acceptance packs (photos, test results, and as-built records) Readiness criteria and configuration standards Asset inventory from GIS and work order systems

Outputs (Examples) Accepted or rejected status with documented evidence Recorded test results and exception/waiver log Operational onboarding confirmation (monitoring and configuration)

Example KPIs

• First-time acceptance rate
• Average time from submission to acceptance decision
• Waiver volume and retest rate
• Readiness defects by asset type (active versus passive)

How We Do It

Once accepted, each ready-for-service component is integrated for monetization and operational adoption.

• Platform integration, including onboarding each component into monitoring systems, alarm validation, and configuration completeness.
• Adoption into service, including the assignment of network resources for utilization.

Deliverables

• Receive, review, and store all acceptance evidence
• Execute acceptance checks and confirm operational readiness
• Record results in the service management platform
• Approve or reject acceptance based on defined criteria
• Track waivers and ensure follow-up testing as required
• Provide operational and management reporting

FNDO optimizes fiber network asset utilization and operational readiness by automating allocation, governance, and design/as-built alignment—reducing waste, rework, and downstream service-impacting errors.

Providing a comprehensive end-to-end solution for planning, operating, and optimizing fiber-optic network infrastructure, FNDO is an intelligent fiber management system that employs advanced algorithms and AI-driven analytics to dynamically allocate fiber strands across the network.

Automating fiber allocation ensures optimal utilization of every asset, reducing waste, preventing bottlenecks, and enhancing overall network performance. Through route optimization and utilization analysis, the system streamlines fiber deployment activities—significantly lowering the time and cost associated with network build-out, expansion, or reconfiguration.

Engineers gain data-driven guidance that improves accuracy, accelerates implementation timelines, and reduces on-site complexity.

Dashboards and automated reports provide actionable insights with real-time visibility into network health, asset utilization, fault trends, and deployment efficiency, enabling teams to make informed operational decisions and plan future capacity with confidence.

Proactive management continuously monitors asset conditions, detects anomalies, and identifies potential issues before they impact service. This preventative approach maximizes resilience while minimizing downtime. Every fiber is tracked and managed throughout its lifecycle, ensuring long-term reliability and operational efficiency.

Leveraging FNDO, fiber infrastructure developers and owners reduce deployment and maintenance costs, enhance utilization, and operate a scalable, future-ready network where assets are intelligently and proactively managed.

What We Do

• Provide a single trusted view of design and, where applicable, as-built fiber records
• Automate fiber strand allocation and configuration using rules and analytics
• Continuously validate designs and control auditable updates to the fiber management system
• Publish dashboards and reporting for utilization, health, and operational insights

Typical Inputs & Outputs

Inputs (Examples) GIS design layers, connectivity and splice data, and capacity models Allocation rules, design standards, and QA/QC criteria As-built updates, redlines, and operational change requests

Outputs (Examples) Allocated fiber records with auditable change history Validated and published map services and web maps Utilization and exception dashboards, defect reporting, and remediation insights

Example KPIs

• Allocation cycle time (request to complete)
• Percentage of assets with validated connectivity and capacity
• Design/as-built variance rate and time to correct
• Utilization rate by route or cable and exceptions per 1,000 allocations

How We Do It

FNDO delivers end-to-end management of the fiber network covering allocation, configuration, administration, maintenance, and governance, providing:

• A single, trusted view of the fiber network design and, where applicable, the as-built state of network construction
• Automated checks on network designs to ensure strict adherence to approved design principles
• Ingestion of design data mapped to the SNO GIS platform, ensuring that fiber routes, structures, nodes, splice connectivity, and capacity allocation information remain accurate, traceable, and fit for purpose
• Integration with SNO QA/QC and Service Management platforms to ensure standards are upheld
• Controlled and auditable updates to the fiber management system (Reperio)
• Accurate fiber connectivity, allocation, and capacity records to support service delivery, assurance, and growth planning
• Consistent data standards and quality controls to reduce rework, field errors, and operational risk
• Timely publication of updated map services and web maps to relevant stakeholders
• Automated analysis of fiber network design and asset records across the full network lifecycle, including planning, design, build, as-built, and operational stages

Accurate fiber records are critical for future network operations, troubleshooting, and expansion planning. Fiber Asset & Design Management reduces operational costs, improves response times, and increases workforce productivity by ensuring full lifecycle tracking and documentation of fiber assets during construction.

What We Do

• Track fiber cable installation, splicing, and termination
• Record fiber counts, routes, and splice configurations
• Maintain accurate as-built documentation
• Integrate with GIS and asset management systems

Construction Support

This service supports both the deployment of new infrastructure and the remediation of issues during construction.

• Coordinate feeder, distribution, and drop fiber installation
• Schedule and track customer premise installations
• Ensure readiness for service activation
• Manage repair activities
• Identify and resolve construction-related damages
• Coordinate emergency and non-emergency repairs

Continuous Improvement

• Perform root cause analysis to prevent recurrence of issues and improve future deployment quality

Truck roll operations represent a significant cost driver in FTTH deployments and efficient management is essential for controlling costs and meeting SLAs. Truck Roll Management reduces operational costs, improves response times, and increases workforce productivity:

• Intelligent dispatching based on proximity, skillset, and priority
• Route optimization to minimize travel time and fuel costs
• Scheduling aligned with customer availability and municipal restrictions
• Real-time tracking of field technician activities
• Predictive analytics to anticipate repair needs
• Integration with workforce management systems
• Performance tracking (first-time fix rate, average resolution time)

Data and Task Management delivers structured, proactive management of the data and tasks required to support the installation of premises to the network infrastructure, including:

Serviceable Address Management

SNO holds the address dataset to enable installation scheduling, preventing failed visits and ensuring downstream process (allocation, activation, ISP fulfilment) relying on current data.

ROA (Right of Access) Data Governance

SNO holds data which shows where access is granted to premises where it is required. This prevents failed installations, revisits, and potential litigation.

Design & As Built Alignment

SNO validates and processes redlines ensuring that design intent remains aligned with the network as physically built. This smooths out the way for efficient installations.

Work Order Lifecycle Management

SNO creates, tracks, QA checks, and closes work orders across all installation workflows. This ensures tasks progress without unnecessary delays, validation standards are met, and operational evidence is complete, accurate, and compliant with readiness criteria.

Fiber Allocation Creation & Validation

SNO generates and validates fiber allocations required for installation tasks. This ensures that field teams, ISPs, and downstream systems rely on correct allocations that reflect the real-world network and current design or as-built information.

Operational Blocker & Issue Resolution

Data and workflow blockers impacting construction, serviceability, or activation are identified, triaged, and resolved in line with operational standards. SNO ensures that systemic issues are escalated, dependencies are communicated, and critical path items move forward without avoidable delay.

The service operates as the central coordination and data governance layer within the wider delivery model. It ensures that construction, design, GIS, installation, ISP fulfilment, and activation workflows can progress reliably by maintaining accurate operational datasets and resolving the data-driven blockers that occur between teams. The service acts as the connective operational function that links upstream build activities to downstream service delivery.

By ensuring data accuracy, workflow continuity, and dependency clarity, DTMS enables the wider delivery model to function efficiently, reducing delays, rework, and operational friction across all parties involved in last-mile fiber network build and service delivery.

IDQAQC assures construction quality and compliance through repeatable inspection, defect management, and performance governance—so build outputs are first-time-right and acceptance readiness improves.

Combining on-site inspections, centralized virtual QA, advanced analytics, and continuous improvement processes ensures construction quality and compliance, providing:

• End-to-end visibility and control over construction quality
• Consistent standards enforcement across all regions and contractors
• Reduced rework, delays, and cost overruns
• Improved first-time-right delivery and faster project acceptance
• Higher confidence in network readiness for operational handover
• Long-term improvements in network reliability and customer experience

What We Do

• Perform on-site and virtual inspections with consistent scoring and evidence capture
• Log, prioritize, and govern defects through closure validation
• Provide contractor performance scorecards and targeted remediation support
• Enable digital QA tooling, analytics, and continuous-improvement feedback loops

Typical Inputs & Outputs

Inputs (Examples) Work orders, permit packs, design standards, and build methods Field evidence (photos, measurements, inspections, LiDAR/drone data where used) Contractor rosters, production data, and acceptance criteria

Outputs (Examples) Inspection results with geo-tagged evidence and scoring Defect log with severity, ownership, and due dates Closure verification and acceptance readiness reporting

Example KPIs

• First-time pass rate / first-time-right percentage
• Defects per work order (by severity) and rework rate
• Average defect closure time and overdue defect volume
• Inspection coverage rate (field and virtual) and audit compliance

How We Do It

IDQAQC provides all quality control operations associated with fiber network construction including Onsite and Virtual Field Inspectors, Defect Management & Resolution, Contractor Performance Management, Digital QA & Technology Enablement, and Continuous Improvement & Feedback Loop.

Field Inspectors (On-Site QA)

Field Inspectors provide real-time, on-the-ground validation of construction activities, acting as the first line of defense against quality defects and safety risks. This ensures rapid detection and correction of issues before they propagate downstream, improves contractor accountability and adherence to standards, and enhances safety and regulatory compliance.

• Conduct pre-construction readiness checks, including permit validation and site condition assessments
• Perform in-progress inspections to verify adherence to approved methods and designs
• Validate civil works, including trenching depth, duct placement, backfill, and reinstatement quality
• Inspect fiber installation and splicing, ensuring compliance with bend radius, slack management, and enclosure standards
• Verify health, safety, and environmental (HSE) compliance across all field activities
• Capture geo-tagged photographic evidence for all inspected work
• Mobile inspection tools for real-time data capture and reporting
• Integration with GIS and work management systems for location-based validation
• Immediate defect logging and escalation through centralized systems

Virtual Field Inspectors (Center of Excellence)

The Virtual QA function operates as a centralized Center of Excellence (CoE), enabling scalable, consistent, and cost-efficient quality oversight across large, multi-state deployments. It delivers scalable QA operations without proportional increases in field resources whilst consistently enforcing standards across all markets and providing centralized, data-driven validation.

• Remote validation of construction work using photos, videos, LiDAR scans, and drone imagery
• Application of standardized QA scoring models to ensure objective and repeatable assessments
• 100% inspection coverage through digital review, even where physical inspection is not feasible
• Centralized contractor performance evaluation and benchmarking
• Maintenance of a digital audit trail for all QA activities
• Cross-verification of field submissions against design specifications
• Randomized and risk-based sampling to detect inconsistencies or non-compliance
• Secondary QA checks to validate field inspector outputs (dual-layer QA)
• Identification of systemic defects across regions, contractors, or construction types
• Trend analysis on defect frequency, root causes, and resolution times
• Predictive insights to proactively address high-risk activities or locations
• Data-driven recommendations for process improvement and contractor training

Defect Management & Resolution

A structured defect management process ensures that all identified issues are tracked, prioritized, and resolved efficiently. The outcome is reduced rework cycles, faster issue resolution, and continuous improvement in construction quality.

• Centralized Defect Logging: All issues captured in a unified system with full visibility
• Severity-Based Prioritization: Critical defects addressed immediately; minor defects tracked to closure
• Automated Workflow Management: Assignment, tracking, and escalation aligned with SLAs
• Root Cause Analysis (RCA): Identification of underlying issues to prevent recurrence
• Closure Validation: Re-inspection to confirm remediation meets QA standards

Contractor Performance Management

QA plays a vital role in monitoring and improving contractor performance across the program, delivering higher contractor accountability, improved productivity, and sustained quality improvements over time.

Performance Metrics:

• First-time pass rate (FTPR)
• Defect density per work order
• Average defect resolution time
• SLA adherence
• Safety compliance rates

Management Approach:

• Regular performance scorecards and reporting
• Identification of underperforming contractors and targeted remediation plans
• Incentive and penalty alignment based on quality outcomes
• Feedback loops into contractor training and onboarding

Digital QA & Technology Enablement

Technology is a key enabler of modern QA operations, driving efficiency, accuracy, and scalability. SNO provides a digitized QA ecosystem that enables real-time insights, reduces manual effort, and enhances decision-making.

Key Tools & Integrations Include:

• Mobile QA applications for field data capture
• Integration with GIS, OSS/BSS, and work management systems
• Use of AI/ML models for image recognition and defect detection (e.g., improper reinstatement, poor splicing practices)
• Drone inspections for large-scale or hard-to-access areas
• Real-time dashboards and reporting tools for operational visibility

Continuous Improvement & Feedback Loop

QA is not just a control function—it is a driver of continuous improvement across the construction lifecycle. SNO ensures progressive improvement in build quality, reduced defect rates, and increased efficiency over time through:

• Closed-loop feedback into engineering, construction, and operations teams
• Identification of recurring issues and implementation of process improvements
• Development of best practices and standard operating procedures (SOPs)
• Ongoing training programs based on QA insights

ULM reduces utility-strike risk and construction delays by managing the full 811 ticket lifecycle with spatial validation, compliant workflows, and clear auditability.

ULM provides remote and automated management of 811 Dig Alert / Utility Locate notifications ensuring that each request is evaluated, processed, dispatched (where applicable), and closed in accordance with state mandated requirements, customer provided GIS data, and in line with agreed service levels. The robust locate management capability minimizes the risk of utility strikes, prevents costly project delays, and safeguards public safety—while maintaining full auditability across all excavation activities.

• Full compliance with U.S. 811 regulations and state-specific requirements
• Significant reduction in utility strikes and associated costs
• Improved safety for workers and the public
• Enhanced coordination across utilities, contractors, and construction teams
• Reduced project delays and improved schedule adherence
• Complete auditability and risk transparency across all excavation activities

Through direct integration with regional 811 services, SNO ingests tickets as spatial polygons and perform real-time overlay analysis against infrastructure—enabling automated positive response workflows and early detection of potential impacts.

What We Do

• Ingest 811/one-call tickets and normalize required data fields
• Run GIS overlay/impact assessment to determine proximity to assets and required actions
• Dispatch locate work orders when needed and manage to compliant closure with evidence
• Provide dashboards, audit trails, and SLA-based escalations for at-risk tickets

Typical Inputs & Outputs

Inputs (Examples) 811 tickets (polygon/geometry, scope, dates, notes) Customer GIS asset layers and locate rules/standards Contractor availability and safe-digging requirements

Outputs (Examples) Positive response / ticket disposition with evidence Locate work orders and completion records Compliance reporting, exceptions, and risk dashboards

Example KPIs

• On-time ticket closure rate (by state/regulatory window)
• Dispatch-to-complete cycle time (when on-site locate is required)
• Exception rate (late/missing responses) and escalation volume
• Damage/strike incidents associated with active tickets (where tracked)

How We Do It

On behalf of the asset owner, SNO undertakes the entire process from request to resolution:

• Request is received as a ticket (service request), and the location is matched to existing infrastructure assets – comparing location coordinates against the asset in the GIS dataset.
• Any matches are further reviewed for an impact assessment including parameters such as excavation type, depth, and work notes.
• A determination is made as to whether action is required, and what the level of urgency is.
• A work order is issued to the onsite contractor where required and managed to completion, applying state mandated Safe Digging Guidelines, capturing and storing evidence of work completed.
• Continuous visibility of all requests is available within the relevant Utility Locate system.

Full regulatory compliance, reduced legal exposure, and improved coordination with public authorities:

• Interpretation and enforcement of state-specific 811 regulations and utility protection laws
• Management of ticket lifecycles, including validity periods and renewal requirements
• Maintenance of audit-ready documentation for regulatory reviews and dispute resolution
• Alignment with municipal permitting conditions and excavation restrictions

Accurate, complete, and actionable tickets that enable efficient downstream coordination:

• Automated intake of 811 tickets from state one-call systems
• Validation of ticket data, including geographic boundaries, scope of work, and excavation type
• Classification of tickets based on priority, risk level, and construction timelines
• Identification of incomplete or incorrect tickets, with rapid remediation workflows
• Integration with GIS systems to map ticket locations against planned fiber routes
• Automated ticket enrichment with project and work order data

Timely completion of locates, reduced scheduling conflicts, and improved field productivity through Stakeholder Coordination & Scheduling:

• Engagement with utility companies and asset owners (gas, electric, water, telecom)
• Coordination with contracted locate service providers
• Scheduling of locate activities within regulatory timeframes and project schedules
• Alignment with construction crews to ensure site readiness and access
• Centralized coordination through a dedicated locate management team or service desk
• Proactive communication to resolve conflicts, delays, or access issues

Full visibility and control over locate activities, ensuring excavation only proceeds when safe and compliant:

• Monitoring of locate status (requested, scheduled, in-progress, completed, expired)
• Verification that all utilities have responded and marked their assets
• Integration with construction schedules and work order systems
• Real-time dashboards providing program-level visibility
• Identification of late, missing, or incomplete locates
• Automated alerts and escalation workflows for at-risk tickets
• Coordination of re-locates when tickets expire or scope changes

Enhanced safety, reduced damage incidents, and protection of critical infrastructure:

• Identification of high-risk excavation zones (dense urban areas, critical infrastructure corridors)
• Enforcement of positive response verification before excavation begins
• Coordination of on-site utility representatives for complex or high-risk digs
• Implementation of safe digging practices and compliance checks
• Immediate escalation and response coordination in the event of a utility strike or near miss
• Root cause analysis to identify contributing factors
• Implementation of corrective actions to prevent recurrence

Minimized service disruption and rapid response to critical events:

• Handling of emergency locate requests (e.g., service outages, safety hazards)
• Fast-track coordination with utilities and locate providers
• Real-time tracking and escalation to ensure rapid completion
• Support for after-hours and weekend operations

Improved operational efficiency, better planning, and continuous process optimization through data-driven insights, enabling continuous improvement and better decision-making:

• Real-time dashboards for operational teams
• Program-level reporting for stakeholders and clients
• Compliance reporting for regulatory audits
• Identification of systemic delays or bottlenecks
• Predictive analysis to anticipate high-risk or delayed locates
• Insights to optimize scheduling and resource allocation

A fully synchronized process that eliminates delays, reduces rework, and ensures safe, compliant construction execution through tight integrations with broader construction workflows to ensure seamless execution:

• Work order management systems for construction scheduling alignment
• GIS platforms for spatial validation and planning
• QA processes to verify compliance before excavation sign-off
• Service desk operations for issue tracking and escalation

Providing ArcGIS Enterprise as a secure, governed execution platform for fiber deployment—ensuring reliable performance, consistent data standards, controlled change across stakeholders and systems, and automation of scheduling, dig alerts, work orders and Quality Assurance (QA).

Fiber deployment at scale is messy - SNO makes it autonomous. Powered by ArcGIS combined with the Reperio platform, SNO turns GIS into a live execution engine which automatically generates work features, assigns crews, and manages progress in real time. As construction progresses, the system builds the fiber pathway, defines cable placement, and instantly cascades into enclosure builds and cabinet splicing orders. No lag, no manual handoffs, just a fully connected, self-driving workflow from build to activation.

This service ensures data integrity, consistent cartographic and configuration standards, controlled change management, secure access governance, and operational continuity across all networks.

What We Do

• Run and administer the production ArcGIS Enterprise environment (availability, performance, security)
• Govern schemas, layers, symbology, and publishing standards for consistent outputs
• Manage users, roles, and access controls aligned to delivery needs
• Support integrations and operational QA controls for downstream systems and workflows

Typical Inputs & Outputs

Inputs (Examples) ArcGIS Enterprise environment, configurations, and security policies Data models/schemas, publishing standards, and change requests Integration requirements (work management, QA, reporting, automation)

Outputs (Examples) Stable, monitored ArcGIS services and portals Published layers and web maps with governed symbology and schemas Access reports, audit logs, and operational dashboards

Example KPIs

• Platform availability/uptime and mean time to restore (MTTR)
• Publish cycle time for priority layers/maps
• Change success rate and rollback count
• Access request turnaround time and audit exception rate

How We Do It

We define how every piece of ArcGIS should be used, enforce the rules of assembly through governance and schema control, and build standardized, repeatable workflows across the entire platform. More importantly, we layer automation on top of it, so the system doesn’t just exist—it starts working for you. Schedules are generated directly from design, work orders are created from real-world geography, QA is enforced automatically, and compliance processes like dig alerts are managed in real time.

• ArcGIS Enterprise production environment activated for live, operational use including definitions for how every piece should be used, enforcing the rules of assembly through governance and schema control, and building standardized, repeatable workflows across the entire platform.
• Automated Scheduling: Schedules are generated directly in Microsoft Project from GIS data using spatial logic, removing manual planning dependencies.
• Dig Alert (811) Automation: Automated ingestion, validation, and scheduling of utility locate tickets ensures compliance and prevents delays.
• Fiber Work Order Automation: Work orders are generated directly from GIS features and managed through their full lifecycle.
• QA & As-Built Automation: Automated QA processes detect data gaps, enforce standards, and ensure construction accuracy.
• Design & Permitting: Ingest work permits and overlay them within the design environment for efficient scheduling of resources.

The Access Control Service provides secure, auditable, and responsive physical access to network infrastructure—ensuring authorized work can proceed without delay while preventing unauthorized entry and reducing security risk.

It delivers end-to-end control of physical access to infrastructure locations across a last mile network. The service is designed to ensure that authorized contractors and personnel can obtain access to sites when required for legitimate operational, maintenance, project, or emergency purposes, while robust security controls are maintained to prevent unauthorized or inappropriate access.

What We Do

• Validate contractors and maintain approved contractor/entitlement lists
• Process, approve, and provision site/key access requests (standard and emergency)
• Manage key control systems and full transaction audit trails
• Monitor access activity, handle incidents, and produce compliance reporting

Typical Inputs & Outputs

Inputs (Examples) Access requests (site, time window, purpose), approver rules Contractor credentials, compliance records, and entitlement data Key inventory and access-system logs

Outputs (Examples) Approved/denied requests with documented rationale Provisioned access (permissions/keys) with audit records Incident reports, exception logs, and compliance dashboards

Example KPIs

• Average access request turnaround time (standard vs. emergency)
• Access exceptions/incidents per month and time-to-contain
• Key accountability rate (lost/overdue/unreturned)
• Audit findings count and closure time

How We Do It

The service encompasses the full lifecycle of access control, including:

• Contractor validation and maintenance of the approved contractor list
• Receipt, validation, and processing of access requests
• Application of requests and approval controls
• Provisioning, modification, suspension, and revocation of access rights
• Management of physical keys
• Operation and administration of the Traka key management system
• Monitoring of access activity, key usage, and access-related events
• Management of incidents involving access control failure, suspected breach, or unauthorized access
• Liaison with third-party security guarding services and police services where required
• Production of audit evidence, incident reports, compliance information, and management reporting

The service operates on a continuous 24x7x365 basis to support both standard and emergency operational requirements. It provides complete traceability of access-related activity so that each request, approval, access event, key transaction, exception, and incident can be reviewed, audited, investigated, and reported upon, as necessary.

Contractor Approval Management

• Validation of contractor identity, company affiliation, contact information, and other relevant record data
• Verification of required certifications, competencies, permits, security clearances, inductions, or training records where applicable
• Recording approved access scope, including authorized sites, locations, asset categories, and time validity periods
• Ensuring contractor status is aligned to customer security policy, operational requirements, and regulatory obligations
• Review of contractor approval status periodically and at defined intervals
• Suspension, restriction, or removal of contractor approval where records expire, access is no longer required, compliance is not maintained, or the contractor is otherwise no longer authorized

Access Provisioning and Control

• Maintenance of a current and accurate approved contractor list
• Provision access only upon receipt of a valid and approved request
• Creation, update, and removal of site-specific access permissions
• Application of role-based access aligned to the principle of least privilege
• Restriction of access to only those sites, keys, cabinets, or assets required for the approved task or operational purpose
• Support of standard, urgent, emergency, temporary, and time-bound access requests
• Application of start and end dates or defined validity windows to access permissions where appropriate
• Modification of access permissions when role, task, site assignment, contractor status, or operational need changes
• Suspension or removal of access where authorization expires, work is completed, access is no longer justified, or a security concern arises
• Ensuring that access permissions remain aligned to the approved contractor list and current entitlement status
• Maintenance of complete and auditable records of all access changes and administrative actions

All access changes shall be recorded in a manner that supports audit, compliance reporting, investigation, and service governance.

Key Management

• Secure storage and controlled administration of keys
• Issuance of keys only to authorized individuals with valid approval and entitlement
• Tracking of key allocation, collection, return, and exception status
• Recording key movement and user accountability
• Management of overdue, lost, unreturned, or mismatched keys
• Execution of routine and periodic key audits and reconciliation checks
• Escalation of discrepancies, unexplained key events, late returns, and misuse concerns
• Support for investigation and remediation where key control failures occur

Key management controls shall align with the Traka operating model where Traka is deployed as the primary key control platform.

Access Monitoring and Compliance

• Monitoring access activity across infrastructure locations, keys, and related access control systems
• Reviewing access logs, key events, and system activity records
• Identifying unusual, suspicious, unauthorized, or policy-exception activity
• Comparing approved access permissions against actual access usage where relevant
• Escalating exceptions, suspected breaches, anomalous patterns, or policy non-compliance
• Producing regular reports on activity volumes, exceptions, trends, and risk indicators
• Supporting periodic compliance reviews, internal audit, customer audit, and regulatory review activity

The service shall maintain sufficient operational oversight to detect access irregularities and support prompt action where required.

Incident Management

• Incident Detection
• Triage and Classification
• Response and Coordination
• Containment and Resolution
• Reporting and Post-Incident Review

APS generates and maintains high-fidelity construction schedules automatically from GIS designs—reducing manual scheduling effort, improving dependency accuracy, and keeping plans aligned to field reality.

Schedule management at scale is broken - manual builds, constant rework, and a dependency on hard-to-find experts. APS eliminates all of that.

The APS platform builds fully functional Microsoft Project schedules directly from ArcGIS designs. Instead of manually linking thousands of tasks, schedule logic is derived from spatial relationships - automatically sequencing work based on how the network is actually built.

As construction progresses, updates in GIS dynamically flow into the schedule—adjusting timelines, dependencies, and downstream activities in real time. The output is a self-maintaining, high-fidelity schedule that reflects reality, rather than guesswork.

What We Do

• Translate ArcGIS design features into structured Microsoft Project schedules
• Automatically derive task dependencies from spatial and topology relationships
• Update schedules dynamically as GIS designs and progress data change
• Provide a repeatable scheduling framework that reduces reliance on scarce experts

Typical Inputs & Outputs

Inputs (Examples) ArcGIS design layers (routes, cabinets, permits, structures) Production rates, calendars, constraints, and sequencing rules Progress updates, as-built records, or redline changes (where available)

Outputs (Examples) Microsoft Project schedule with tasks, dependencies, and durations Updated critical path and forecast dates driven by GIS changes Schedule analytics for productivity and plan-versus-actual variance

Example KPIs

• Schedule generation time (design-to-schedule)
• Frequency of schedule refreshes and successful writebacks
• Dependency accuracy and reduction in manual rework
• Plan-versus-actual variance on key milestones (where tracked)

How We Do It

• Direct Integration
  • Real-time linkage between ArcGIS and Microsoft Project via Python and COM automation
  • Automated task generation: Builds fully structured Project schedules directly from GIS design layers (feeders, permits, cabinets, metros)
• Spatial Dependency Logic
  • Derives predecessors automatically based on real-world relationships (route paths, crossings, asset connectivity)
  • Dynamic Duration & Quantities: Calculates durations and materials from geometry (duct footage, chamber offsets) using production rates
  • Design-Aligned Scheduling: Ensures schedule logic matches actual network topology—no manual interpretation or linking
• Real-Time Writeback
  • ArcGIS actively creates and updates tasks inside Microsoft Project
  • Modular Architecture: Extensible framework for integrating redlines, as-builts, COE, and field progress data
• Future State
  • Self-updating, self-correcting schedules driven by live construction inputs

Citizen Call Management protects program momentum and public trust by providing a single, accountable interface for community enquiries and issues—resolving cases quickly, reducing escalations, and minimizing field disruption.

It is a critical function in FTTH deployments where construction activity directly impacts local communities and is subject to close municipal oversight. Effective engagement with residents, businesses, and local stakeholders is essential to maintaining public trust, minimizing disruption, and ensuring smooth project execution.

The Comprehensive Citizen Call Management Function Delivers

• Improved community relations and public trust
• Reduced complaint volumes and faster issue resolution
• Minimized construction disruptions caused by unresolved citizen concerns
• Enhanced transparency and alignment with municipalities
• Protection of brand reputation and stakeholder confidence
• Data-driven insights to improve both communication and construction execution

What We Do

• Operate an omnichannel contact center (calls, email, web, SMS) with defined SLAs
• Log, categorize, and route cases to construction, restoration, and permitting teams
• Run escalation and complaint management with clear audit trails
• Provide proactive communications and reporting to reduce inbound volume

Typical Inputs & Outputs

Inputs (Examples) Citizen enquiries and complaints (location, issue type, urgency) Construction schedules, work orders, and restoration plans Municipal requirements, scripts, and communication templates

Outputs (Examples) Tracked cases with ownership, actions, and closure confirmation Status updates and outbound notifications to affected stakeholders Dashboards covering volume trends, hotspots, SLA compliance, and escalations

Example KPIs

• Average response time and average time to resolution
• First-contact resolution rate
• Escalation rate and repeat-caller rate
• CSAT (where measured) and complaint volume trend

How We Do It

The CCM service operates as a centralized, multi-channel communication and case management platform, acting as the primary interface between the project and the public, including potential users of the network who are key to monetization. It not only responds to inbound inquiries but also proactively manages communications to reduce complaints, improve transparency, and support overall program success.

Strategic Role & Objectives

A structured and proactive approach to public engagement that enables smoother construction execution and stronger stakeholder relationships. Citizen Call Management goes beyond traditional call handling—it serves as a community engagement and reputation management function through:

• Providing a single, reliable and responsive point of contact for all public inquiries and concerns
• Minimizing complaints and escalations through timely, accurate responses
• Ensuring consistent messaging aligned with project timelines and municipal requirements
• Protecting brand reputation and maintaining positive community relations
• Supporting construction teams by reducing field disruptions caused by unresolved citizen issues

Multi-Channel Engagement Platform

To meet diverse communication preferences, Citizen Call Management is a unified omnichannel platform providing consistent tracking of all interactions, ensuring accessibility and responsiveness:

• Inbound and outbound voice (call center)
• Email and web-based contact forms
• SMS/text messaging for notifications and updates
• Integration with municipal platforms and portals
• Optional monitoring of social media channels for public sentiment
• Centralized logging of all communications into a case management system
• Real-time visibility of citizen interactions across all channels

Inbound Call Handling & Inquiry Management

The call center provides accurate, timely responses that reduce confusion, prevent escalation, and improve public perception. It serves as the frontline interface for handling public inquiries related to construction activities which may include:

• Construction schedules, timelines, and project scope
• Road closures, traffic impacts, and access restrictions
• Noise, dust, and general disruption concerns
• Property access, easements, and right-of-way questions
• Damage claims or restoration issues
• Service availability and FTTH benefits

Trained agents with project-specific knowledge and scripts, and access to real-time project data (GIS, schedules, work orders), work within defined SLAs for response and resolution times with escalation protocols for complex or sensitive issues.

Case Management & Resolution Workflow

Efficient, transparent, and accountable handling of all citizen issues is achieved through the capture and management of all citizen interactions. A structured case management process ensures accountability and resolution:

• Case Creation: Automatic logging of all interactions with unique tracking IDs
• Categorization & Prioritization: Classification based on issue type, severity, and urgency
• Assignment & Routing: Directing cases to appropriate teams (construction, restoration, permitting, legal)
• Tracking & Monitoring: End-to-end visibility of case status and progress
• Closure Management: Validation of resolution and confirmation with the citizen
• SLA-driven workflows with automated reminders and escalations
• Integration with field service and work order systems for action tracking
• Full audit trail of all communications and actions taken

Escalation & Complaint Management

A structured escalation framework ensures that high-impact or sensitive issues are handled promptly and effectively, reducing risk of reputational damage, improving stakeholder confidence, and enabling faster resolution of critical issues.

Escalation triggers can be customized but typically include:

• Unresolved issues exceeding SLA thresholds
• Complaints involving property damage or safety concerns
• Escalations from municipalities or regulatory bodies
• Repeated complaints from the same location or stakeholder

The escalation process typically provides for tiered escalation to supervisors, program managers, or client representatives with rapid coordination with field teams for on-site resolution, and priority handling for VIP or municipal stakeholders.

Proactive Communication & Community Outreach

Proactive communication and community outreach provides better-informed communities, fewer complaints, and improved public acceptance of construction activities. It is essential to reducing inbound call volumes and preventing complaints before they arise.

Key activities typically include:

• Advance notifications of upcoming construction (mailers, SMS, email, door hangers)
• Regular updates on project progress and schedule changes
• Public education on FTTH benefits and installation processes
• Coordination with municipalities for joint communication campaigns
• Participation in town halls, public meetings, and community forums
• Collaboration with local authorities for consistent messaging
• Targeted outreach in high-impact or sensitive areas

Restoration & Damage Claim Management

Handling restoration issues and damage claims effectively is critical to maintaining trust and avoiding disputes. Faster resolution of claims, reduced disputes, and improved customer satisfaction is achieved through:

• Reporting and tracking of property damage claims
• Coordination with construction and restoration teams
• Scheduling and monitoring of restoration activities
• Communication with affected residents throughout the resolution process
• Integration with QA and field inspection teams for validation
• Documentation of before-and-after conditions (photos, reports)
• Transparent communication on timelines and resolution status

Data Management, Reporting & Sentiment Analysis

Citizen interactions provide valuable insights into project performance and community sentiment.

Data-driven decision-making and continuous improvement is enabled in both communication and construction practices by capturing, reporting, and analyzing:

• Call volume and channel distribution
• Average response and resolution times
• Complaint rates and escalation frequency
• First-contact resolution rate
• Customer satisfaction (CSAT) scores
• Citizen sentiment
• Identification of recurring issues or geographic hotspots
• Correlation between complaints and construction activities
• Early warning indicators for potential project risks

Real-time dashboards provide visibility for operational teams whilst reports can be customized for executive reporting and data sharing.

Integration with Construction & Operations

Citizen Call Management is tightly integrated with broader program operations to ensure delivery of a fully connected ecosystem that ensures citizen issues are resolved quickly and efficiently.

• Construction Service Desk for issue escalation and coordination
• Work order systems for tracking field actions
• QA teams for validation of restoration and quality concerns
• Utility locate and permitting teams for regulatory-related inquiries

Staffing, Training & Quality Control

Delivering high-quality citizen engagement is achieved by well-trained personnel, underpinned by robust quality control processes, ensuring consistently high-quality interactions and improved customer experience:

• Dedicated agents trained in FTTH construction processes and local regulations
• Tiered support structure (Level 1, Level 2, escalation teams)
• Ongoing training on project updates, systems, and communication skills
• Scenario-based training for handling difficult or sensitive interactions
• Call monitoring and evaluation against quality standards
• Continuous feedback and coaching for agents
• Performance management aligned with KPIs and SLAs