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.

The Challenge

A high number of at-fault vehicle incidents and Workers’ Comp claims were hurting their wallet 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.

The Policy-Reality Gap: The Hidden Problem

An additional issue was 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 proper footwear was "mandatory," enforcement was sporadic. Area managers were reluctant to discipline technicians who showed up and did the work.

Vehicle safety, proper PPE, situational awareness.

Challenges

900 - 1000 employees
Residential & commercial field-based worksites, lone workers.

Workforce

SmartCard® Focus

Vehicle safety, proper footwear, and eyes on the path of travel.

Behavior Change in Action

Initial observations showed performance above 80% in most areas, with footwear compliance at 82%. Teams set incremental improvement goals and recognized positive behaviors during ride-alongs and jobsite visits.

Within 90 days, compliance improved significantly across all categories:

90 Day Results

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

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.

Positive consequences drove behavior change faster than discipline ever had.