1. Enbridge committed to
customer satisfaction
Like other businesses, gas utilities need to focus on keeping their
customers happy. Each construction season, for instance,
Enbridge Gas Distribution sends contractors or crews and equip-
ment out to more than 20,000 different locations, many in public
locations such as roads or streets, to put in new services or
upgrade, fix and/or replace existing services.
Enbridge has focused considerable research and development
(R&D) over the years on construction techniques that can mini-
mize disruption and increase efficiency for service excavations,
installations and replacement. Over the past decade, the compa-
ny has developed an innovative new technology that exemplifies
its commitment to its customers.
Keyhole technology deploys circular core cutting equipment to
create a pavement opening only 18" (0.5 metres) in diameter, and
then vacuum excavation equipment to remove the soil. Workers
use special long-handled tools to make the repairs, replace the
cut pavement section or core, and use a special bonding com-
pound to make the repairs permanent. The work is usually done,
and traffic restored, within the day. In addition to drastically slash-
ing the time and disruption of conventional road repair practices,
the process provides a virtually seamless replacement of the
pavement. And there’s no need for repeat visits. The pavement is Keyhole technology provides many benefits including reduced disruption for
left stronger than before. residents.
In some ways, Keyhole technology is similar to medical technolo- a fraction of the time,” he says. “At the same time, we don't have
gy. In surgery, small incisions are less intrusive, heal faster, leave to dig up driveways, sidewalks or roads. We’re keeping disruption
smaller scars, and cause less trauma and tissue damage than to the streets and roads down, which helps traffic flow.”
large incisions. Small incisions are also cheaper than major sur-
More information is available at Enbridge Gas Distribution’s
gery: they consume fewer resources in the hospital and during
website, at www.enbridge.com/keyhole.
recovery.
“It’s all about making smaller incisions, and then using specialized For more information on the Keyhole program at
tools and techniques to keep the system operating at optimal effi- Enbridge Gas Distribution, please contact:
ciency,” explains Gord Reynolds, who manages the Keyhole
Gord Reynolds
Technology efforts at Enbridge Gas Distribution in Toronto. “In
medicine, it is the patient who benefits. In the natural gas industry, Manager
there are many beneficiaries. The community and municipality Keyhole Technology
benefit from less disruption and stronger roads, and in the long Enbridge Gas Distribution
run, everyone benefits from the reduced costs.”
Telephone: 416-461-0408
According to Enbridge’s Toronto Operations Manager Scott Fax: 416-461-5944
McClelland, commitment to ongoing customer service has been Mobile: 416-732-2200
the central impetus for developing Keyhole methods. “Keyhole
e-mail: gord.reynolds@enbridge.com
technology can provide better results than open-cut restoration in
www.enbridge.com/keyhole
JULY 04 07-0077