According to BroadbandUSA, more than $45 billion of federal funding is being invested to install affordable, reliable, high-speed internet for everyone in America by the end of the decade. To make that happen, it takes an entire industry coming together to install broadband cable and conduit one foot at a time in populated neighborhoods, rural communities and, in some cases, the middle of nowhere. But no matter where the work happens, one thing all utility contractors need to consider before, during and after a job is the people impacted during the broadband installation project.
Brandon Wagner, sales manager for Vermeer Utility, says one of the most common topics utility contractors ask him about is how they can keep residential and business property owners happy about construction work happening near or on their land. “Homeowners see someone marking utilities or digging in their yard and have many questions, and in some cases aren’t professional about the way they ask them. If they approach a crew member who doesn’t have the answers to all their questions, discussions could get heated quickly. To help avoid these types of interactions, contractors need to make sure they are communicating early and often, and restoring jobsites to their original conditions once the work is completed,” he explained.
While this advice seems straightforward, it’s often overlooked by contractors because they’re not sure who’s responsible for these communications. In many cases, the utility company oversees the installation of broadband fiber and conduit relies on subcontractors. They may send out a letter or postcard to property owners before a project starts, but that can be months before a crew actually gets to a specific street. By then, many people may have forgotten the details of the letter. This can lead to conflicts when a crew shows up and starts potholing or walking around someone’s property.
“Utility companies and subcontractors should determine a communication plan that supports ongoing communications throughout a project,” said Wagner. “In addition to the letter that goes out before the project begins, door flyers should be distributed ahead of utility locating work. Sometimes, another flyer may be needed a day or two ahead of a crew setting up to work on a specific street. More communication is always appreciated. People want to know what a crew is doing there and whether it will damage their property or interrupt their daily routine.”
What to include in a broadband installation property owners’ letter
Often utility companies keep these letters short and to the point — just an overview of the high-speed broadband service that will soon be available in their neighborhood and information about when crews may start work. For many property owners, that may be enough, but it’s usually worth including additional details to answer questions before they’re asked.
Wagner recommends including details about:
- When the work is going to start on their street
- Where crews will be working on their property
- How the work will be performed
- What the crew may need to do to prepare ahead of time (locating private lines)
- How long the job will take
“Many property owners don’t understand what a public easement is, and that can lead to misunderstandings about where a utility crew is allowed to be on their property,” said Wagner. “Including language outlining that work will be done within the public easement and that workers may need to walk or move equipment around on their land to access that area can help prevent disagreements before they happen.”
In addition, Wagner says people want to know how much digging is involved, so the letter should outline that digging may occur to aid with locating existing utilities (potholing) and where utility pedestals may be placed. “Utility companies should also outline their plans for restoring these areas once the work is completed. This level of detail can help prevent the crew from having multiple conversations about it onsite when they are focused on the work at hand.”
Door flyer/hanger
Once a crew gets closer to the start date in a particular residential area, locates need to be called in. In addition to making that call, you may also consider another communication to property owners to let them know someone will be out marking existing underground infrastructure. Include details about how vital these markers and paint lines are for helping prevent utility strikes so property owners understand that flags should not be moved for any reason, including for mowing.
This is also an excellent time to ask property owners if they have any private lines (irrigation, invisible fences, electrical, etc.) running underground that you should be aware of. They may need your help identifying these, so it’s a good idea to have your own utility locator.
This door flyer/hanger should also outline the following:
- Approximately when work will begin and how long it will last
- Hours crews will be working throughout the day
- Instructions/guidance about how they can help you (i.e., please keep pets leashed or inside during work, do not walk near equipment, etc.)
- Overview of when and how restoration work will be done
- Contact information for someone they can talk to if they have questions or concerns
Be mindful of the job
In addition to communicating the details of broadband installation plans early and often to property owners, Wagner says there are steps crews can take during a project to minimize the disturbance to residents. “Residential neighborhoods usually have fairly narrow streets, making it a challenge to move equipment and trailers around. Crews need to make sure they’re doing a good job of sharing those streets. That means parking on the right side of the street whenever possible and ensuring other vehicles can get around trailers, trucks and machines. And crews should always use cones, signs and barricades on the job,” he explained.
Another thing Wagner recommends is making sure equipment, trailers, trucks and employees all have some type of identifier (logo or company). “The communications sent out to property owners ahead of time should include a company name and logo, so having that type of identification on machines and workers can help them mentally make the connection. Plus, it looks professional. So, give crews safety vests and hardhats with the company name/logo, and they will likely receive fewer questions about what they’re doing on someone’s property.
Clean up and restore
When work is finished for the day, make sure you leave a tidy jobsite that’s properly secured and clean. Mud from trucks and equipment in streets or on sidewalks isn’t going to win many friends, so make sure your crew is doing its part during every phase of the broadband installation process.
When the conduit or cable is in the ground, make sure you restore everything to the way you found it and get some grass seed down quickly. If you’re responsible for doing drops to homes or businesses, make sure those get buried as soon as possible, too. People will scrutinize your work until everything looks like it did before you got there.
Build your reputation
Having your work go unnoticed by the people who work and live in the area is one of the highest compliments a utility contractor can get. It means the neighborhood understands what you’re doing there and how they benefit, and your crew has done an excellent job of minimizing their impact while expanding broadband access.
Contact the local Vermeer dealership to learn more about the area your crew is installing broadband in. They can help answer questions about ground conditions and provide service support for your teams while working in the area.
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