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The state PUC requires the carrier to demonstrate that every DID has a current, validated E911 dispatchable address on file. The carrier owns 84,000 DIDs across 11,000 subscribers. The campaign has to find the gaps, get subscribers to fix them, and produce the evidence — quietly, without breaking emergency service for anyone. Use an agent to coordinate this service-quality campaign: assemble the records it is authorized to read, identify missing information, request review, and track each exception to its responsible owner. Qualified staff approve emergency-service changes and the final evidence pack. The support loop defines the available communication routes, actions, and escalation requirements.

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Systems involved

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Technical playbook

1

Build the master DID + address join

Copilot pulls every active DID and joins to the registered E911 address from Intrado. The result is a row per DID with subscriber, location identifier, address-on-file, and last attestation date.
2

Validate addresses

Each address is sent through the USPS validation API in batches. Three classes come back: validated, validated-with-corrections, and unable-to-validate. Counts: 78,300 / 4,200 / 1,500.
3

Apply auto-corrections where safe

The 4,200 validated-with-corrections rows get a Markdown report listing the change. Routine corrections (zip-code +4, abbreviation expansion, casing) are auto-applied through Intrado after a sample review. Material changes go to subscriber re-attestation.
4

Subscriber re-attestation requests

For the 1,500 unable-to-validate and the material-change subset, Copilot drafts personalised emails through Gmail with the address on file, the proposed correction, and a one-click portal link to confirm. Sent in batches of 200 to avoid overwhelming support.
5

SMS reminders

After 7 days, Copilot finds subscribers who haven’t responded and sends a Twilio SMS reminder. After 14 days, support follows up by phone.
6

Track responses

Each response updates the master campaign table. Copilot maintains a live dashboard with response rate by region, by tier, by DID type.
7

Handle non-responders carefully

For subscribers who have not responded by the deadline, the carrier must not break their 911 — the procedure flags them for a phone call from compliance, not a service suspension.
8

Produce the regulator pack

Generate the compliance artifact: total DIDs, validation breakdown, attestations received, evidence per subscriber, exceptions and remediation plan. PDF to the regulator and to the carrier’s CCO.

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Support outcome

  • Qualified reviewers can trace each material exception to its source record, decision, and resulting action.
  • Subscribers receive the required requests through an assigned, available communication route.
  • The campaign report distinguishes validated records from outstanding cases with responsible owners.

Procedures

E911 validation campaign runs every quarter against the current DID list.

Connectors and MCP

Intrado, USPS validation, Twilio, and Gmail as Copilot tools.