Infrastructure Maintenance Services Achieves 99% PPE Compliance
This client manages a fleet of technicians responsible for utility marking and meter reading across residential and commercial areas. Within 90 days, we helped them breakthrough plateaus in their performance and achieve 99% compliance with key behaviors.
Infrastructure & Utility Services | Mobile Field Technicians | 900-1,000 Employees
The Challenge
A high number of at-fault vehicle incidents and Workers’ Comp claims were hurting this client's bottom line and reputation. Most vehicle incidents occurred after jobs were completed and technicians were backing out of parked positions on customer property. Workers’ Comp claims were primarily related to slips, trips, and falls caused by inattention to walking surfaces.
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Another less-obvious problem was proper footwear. New hires were issued quality work boots, but after the first year, technicians were responsible for replacing them. Many opted for cheaper or more comfortable options, like running shoes. ​Although work boots were technically mandatory, enforcement was sporadic. Area managers were reluctant to discipline technicians who showed up and worked hard just for wearing sneakers.
SmartCard® Focus
We equipped field supervisors with tools to recognize employees based on the following key performance indicators:
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Proper footwear
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Pull-through parking (parking vehicles in a way that doesn't require backing up)
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Keeping eyes on the path of travel
Assessments were taken of each team's baseline compliance, and appropriate goals were set at a team level to motivate sustainable, gradual progress towards 100% compliance.
Behavior Change in Action
Initial observations showed performance above 80% in most areas, with footwear compliance at 82%. Field supervisors recognized positive behaviors during ride-alongs.
Within 90 days, compliance improved significantly across all categories:
Results: 90 Days
1 Year
Baseline
90 Days
1 Year
Proper Footwear
82%
99%
97%
Eyes On Path of Travel
76%
94%
98%
Safe Parking
81%
93%
94%
Why It Worked
Field supervisors reported that within the first 90 days of using AOE Rewards, workers were actually going out and buying the right footwear– unprompted by management– because they didn't want to be the reason their team missed their goal for that week.
Policy change or harsher enforcement didn't create change– peer accountability did. Technicians and their team leaders began holding themselves and each other accountable, knowing their actions affected the entire team.