The No Call Problem

The No Call Problem: Excavation Without 811 and Its Consequences

Last week, the annual Texas811 Damage Prevention Summit took place in Galveston, bringing together hundreds of operators, contractors, and industry leaders focused on one shared mission: preventing underground utility damage. The conversations were candid, the sessions were packed, and one topic surfaced again and again — the ongoing challenge of no call excavations.

Throughout the event, several key sessions highlighted the evolving direction of the damage prevention community, from new technology launches to discussions on leadership and mental wellness. We’ve included a few of those highlights at the end of this article, but first, let’s talk about the issue that continues to define our industry’s challenge: the persistent problem of excavations that begin without an 811 ticket.

Despite years of outreach, public campaigns, and regulatory reminders, one persistent issue continues to drive a large portion of underground utility damages: digging without submitting an 811 ticket. Across Texas and the nation, countless excavations still happen without a locate request.

This is not a new problem, but it remains one of the most frustrating for everyone involved in the damage prevention chain. Operators see it as an avoidable risk. Contractors see it as pressure colliding with process. The result, too often, is a preventable strike.

The Operator’s View: Avoidable Risk, Unacceptable Cost – Casey Thames

From the operator’s perspective, a no call excavation represents more than just a policy violation. It is a breakdown in the safety system that protects people, assets, and the public.
In regulated environments, a single strike can trigger incident investigations, outage reporting, and PHMSA review. For transmission operators, a single backhoe hitting a buried NGL or high-pressure gas line can mean millions in remediation costs and a lasting impact on community trust.

Operators rarely see these incidents coming. Without a ticket in the system, there is no notification, no opportunity to proactively monitor excavation activity, and no chance to implement mitigative barriers such as on-site oversight, right of way patrols, or communication with nearby crews. The ability to prevent a dangerous dig depends on visibility, and without it, even the most advanced prevention programs are limited.

The consequences extend far beyond the oil and gas sector. In metro regions, telecommunication and fiber networks are just as critical to public safety and daily life. A single unmarked bore or excavation can take down communication systems for hospitals, emergency services, and data centers that depend on constant connectivity. What might look like a minor utility hit at street level can translate into a system wide disruption that affects thousands of people. For operators responsible for both energy and communication infrastructure, these risks are unacceptable and entirely preventable.

The Contractor’s View: Pressure, Deadlines, and Misunderstandings – Daniel Radabaugh

On the contractor side, the reasons for no call digs are rarely malicious. More often, they are the result of real-world pressures: production targets, client demands, and tight construction schedules. Subcontractors may assume another party submitted the ticket through the 811 portal, or that the area was already cleared for excavation based on previous work. However, each subcontractor is responsible for submitting their own ticket.

In Texas, the problem has accelerated with the rapid expansion of telecommunication and fiber optic installations. Thousands of small excavation crews move quickly across neighborhoods, easements, and rural corridors. Many are new to the state or unfamiliar with 811 processes. When speed meets inexperience, ticket submission is skipped altogether.

Another layer to this issue involves homeowners and landowners who do not think like contractors but decide to work like one. Whether it is installing fence posts, trenching for irrigation, or digging driveways, private property work without an 811 ticket continues to cause significant utility strikes each year. These incidents often occur outside professional oversight, but the risks are just as serious, sometimes more so.

From a contractor’s perspective, prevention must start earlier, during project planning and pre job coordination, not just at the point of excavation. Responsibility for ticket creation must be clearly assigned, and all tiers of the workforce must be educated about how and why the 811 process matters. There should be no room for error in making this call, no matter how many touch points the action item needs to be accomplished.

Shared Accountability: Collaboration Over Blame

The no call issue cannot be solved by enforcement alone, nor can it be blamed on one side. Operators, contractors, locators, and regulators each play a role.

Operators must communicate expectations during pre-construction and bid meetings, ensuring all contractors understand who owns the 811 ticket.
Contractors must treat ticket creation as a measurable deliverable, not a formality, and verify compliance within their own operations.
Regulators and enforcement teams must balance accountability with outreach, targeting sectors such as telecom and utilities where the risk is highest.
Damage Prevention Councils and 811 Centers must continue extending education into Spanish speaking and transient labor markets where awareness may be limited.
In Texas, collaboration through organizations like the Damage Prevention Council of Texas has made progress, but there is still work to be done.

Changing Behavior: Culture Before Compliance

At its core, the no call problem is not just about rules, it is about culture. Compliance can be mandated, but culture must be built. The most successful teams, whether operators or contractors, treat safety practices as daily habits, not tasks to check off.

That shift begins with communication. Tailgate meetings, onboarding sessions, and daily huddles should remind every worker that submitting an 811 ticket, whether through a call or a digital portal, is not optional. It is the simplest and most effective way to protect lives, property, and trust. When people understand the “why,” the “how” becomes second nature.

If you are a project manager, how do you verify that tickets have been placed and positive responses received? If you are part of an HOA, how often does the one call process get discussed when projects or installation requirements are reviewed? If you are a contractor who operates equipment, what measures do you take to ensure your safety and the safety of those around you? Do you have the ticket or positive responses available on your mobile device or a printed copy, or are you trusting the word of others?
In every role, we can be more demanding in how we look at this expectation, because it does impact us all.

Moving Forward: From Awareness to Action

The Texas811 Summit made one thing clear. Awareness alone is not enough. Every stakeholder left Galveston with the same challenge: to turn awareness into measurable improvement. Whether that means integrating mobile ticket creation apps, strengthening contract language, or holding joint training sessions, progress will come only through continued collaboration.

The goal is simple: zero no call excavations. Every excavation should begin with a ticket, every locator should have time to mark accurately, and every crew should understand the stakes of cutting corners. Because behind every no call strike is more than damaged infrastructure. It is broken trust. And trust, once lost, is much harder to rebuild than any pipeline or fiber line in the ground.

Highlights From The 2025 Texas811 Summit in Galveston
These are just a few of the many great sessions at the 2025 Texas811 Damage Prevention Summit that we wanted to highlight.

Texas811 Mobile App Release – Sarah McTee This session provided a hands-on look at the new Texas811 Mobile App, demonstrating how ticket creation, field submissions, and progress tracking can now be managed directly from the field. The discussion focused on how mobile accessibility enhances efficiency, improves data accuracy, and supports safer coordination between excavators and operators.

Opening Remarks – Mayor Craig Brown and Texas811 CEO, Chris Stovall opened the Summit with an inspiring message centered on partnership and community involvement. They emphasized the shared responsibility between municipalities, utilities, and the public in protecting underground infrastructure and building a culture of prevention through communication and leadership.

Mindset Matters – Daniel Radabaugh – COO of Xccelerated Construction Unlimited, and Derek Boyd – MWD Coordinator for Altitude Energy Partners, Both Veterans, and Co-authors of the OGGN mental health blog series “In the Same Fight”, led a powerful session focused on the importance of mental wellness, resilience, and empathy within the workforce. Their discussion highlighted how supporting people beyond their technical roles builds stronger teams and a safer industry overall. By connecting personal well-being with on-the-job performance, they reinforced that lasting safety and success depend on valuing the individual behind every task.

Together these sessions reflected a well-rounded view of the industry’s direction, combining innovation, leadership, and care for people to strengthen both performance and purpose across the damage prevention community.

Co-Authored by:

Casey Thames: caseythames@gmail.com

Daniel Radabaugh: daniel@xccelerated.net