Since its inception in 2001, VA811 (also known as Virginia Utility Protection Service) has viewed itself as a public safety organization. With that in mind, a strong emphasis has been placed on continual improvement of all of our processes since day 1.
It was that emphasis that led to VA811 exploring options to better define our processes and quality management. Research led VA811 to consider certification through the International Organization for Standardization (known as ISO). The ISO 9001:2008 standards provide a framework upon which to build a management system that ensures customer satisfaction by reducing non-conformance and variation in work processes, products, and services.
In 2011, VA811 decided to move forward toward the goal of ISO certification. With hard work by ALL of our employees, as well as guidance from our consultant, D’Ardenne and Associates, VA811 successfully completed a certification audit in June 2012. The external auditor who performed the certification audit announced that VA811 would be recommended for certification with zero audit findings.
In earning the ISO 9001:2008 certification, VA811 became the only one-call notification center in the United States to be ISO certified for all business processes. (New Mexico 811, who provided guidance in our process, was the first one-call center to gain ISO certification. They did so for their ticket taking processes.)
VA811 successfully completed an re-certification audit in 2015.
ISO certification provides structure to the quality management system that VA811 uses to find opportunities for improvement. VA811 is proud to be ISO 9001:2008 certified!