Township of Russell – Case Study

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Township of Russell – “We’ll never have to wait until the next business day.”

Background

The Township of Russell is responsible for drinking water and sewer systems that must work around the clock. Emergencies can occur in harsh conditions, and operators need timely alerts and solid records. 

On Call Centre monitors for urgent issues, sends alerts and escalations, and keeps accurate records to support follow-up and compliance. The result: Residents get live help and clear direction. Public works and services get accurate issues, routed to the right on-call contact, with logs for follow-ups.

“On Call ensures we never have to wait until the next business day“
— Matthew Gulliver, Technical Coordinator & Operator

Client & Context

Client:              Township of Russell (russell.ca)
Industry:          Municipal utilities (water, sewer, storm systems)
Regions:          Eastern Ontario
Client Since:   2011

Challenge

Colonnade Bridgeport manages a diverse mix of properties across several regions and time zones. They needed:

  • The Township must protect residents by maintaining safe drinking water and sewer systems 24 hours a day.
  • Staffing in-house 24/7 was not realistic for the Township.
  • Emergencies can occur in storms, at night, and in difficult field conditions.
  • Operators needed timely alerts and accurate records to stay compliant and effective.

On Call Solution

  • 24/7 monitoring and alerts when issues with drinking water or sewer systems arise.
  • Defined escalation paths agreed with the Township’s operations team.
  • Maintenance of operations team schedules
  • Clear logs and documentation to support follow-up work and compliance reporting.
  • Backup support for operators during emergencies and difficult conditions.
  • Diligent follow-through: if a text or alert is missed, On Call follows up with a phone call.

Results & Impact

  • Greater confidence for operators, knowing someone is always monitoring.
  • Prompt, efficient handling of critical issues at any time of day or night.
  • Peace of mind for the Township and its residents that emergencies won’t wait until the next business day.

“What really makes On Call stand out is the 24/7 aspect. When something goes wrong with drinking water or sewer systems, we need to respond immediately. On Call ensures we never have to wait until the next business day.”
— Matthew Gulliver, Technical Coordinator & Operator, Township of Russell