One of the systemic recommendations that several Support Units are implementing includes the centralization of important information and communication with a clear path of inquiry to get questions answered and problems resolved.
The recommendations specific to Facilities Management are:
- Automatically generated emails to work requestors updating them on the status of their requests will reduce customer frustrations with responsiveness and transparency. These emails will include a link to a brief optional customer satisfaction survey, which will allow customers to provide feedback on their interaction with the department.
- Providing Unit Managers with access to detailed financial and work status information in read-only format on AIM (Facilities Management work order tracking system) will allow them to act as liaisons between Facilities Management and its customers. This access will create transparency and reducing ambiguity for customers.
- Formalizing the roles and responsibilities of Unit and Zone Managers will increase accountability, allow for better management of customer expectations, and enhance the relationship between Facilities Management and its customers.
- By obtaining ISO certification, Facilities Management will lead to improved and more efficient process. It will also increase customer confidence in the department, which will be especially important given the transparency under RCM.
Acknowledgements are now sent for each work request received through TUmarketplace, which include contact information for Facilities staff. This is an extension of procedures already in place at the Health Sciences Campus.
An initial review process is now in place so requesters will get an automatic response within 2 business days of their requisition being assigned a work order number. Following the work order assignment, requestors will be contacted by a facilities manager or project manager with an estimated start date status updates. To 'close the loop' Temple customers are also receiving a receipt, which confirms "we have responded" and includes the work request or job slip number, a description of the work done, who completed the work and how to contact Facilities Management for further assistance.
A Service Level Agreement for University Facilities has been developed to outline what services are included within the annual budget cost allocation and plant fund assessments. The SLA includes a rate schedule to provide pricing information on services outside of this standard level of service (e.g., room set up for a conference).