An important aspect of Drake’s Continuous Improvement Plan is to examine our processes. The administrative services survey will take place twice a year, with this year serving as an initial baseline.

Last fall the survey was issued to faculty and staff with a focus on Human Resources, Facilities Planning and Management (FPM), and Information Technology Services.

This feedback helps the departments understand where service gaps may exist and how to improve the services of our University. Continuous improvement efforts are meant to drive intentional and strategic action. Responses to this survey will shape the University’s future efforts.

Survey respondents provided largely positive feedback about FPM services. Responses were provided on a five-point scale, with five being the highest.

Satisfaction with FPM staff—Total Average 4.56
Respondents assessed their satisfaction with FPM staff including their courtesy, professionalism, knowledge, timeliness, and resolution of issues. Satisfaction with FPM staff was generally high, but was lowest for timeliness (4.36).

Satisfaction with FPM support and services—Total Average 4.47
Respondents assessed their satisfaction with FPM support and services including custodial, grounds maintenance, snow removal, moving, cooling and heating, painting, construction, carpentry, trash/recycle, and postal. Satisfaction with FPM support and services was generally high for ground maintenance (4.77), postal (4.66), and trash recycle (4.66). However, lowest for cooling and heating (3.93) and construction (4.27).

The preservation of historic buildings can be demanding when upgrading the mechanical systems. It is our goal to heat and cool to establish a comfortable environment, but understand the capacity of the system along with individual preferences. The same holds true for construction and the learning space. Moving forward we promise to service all needs on campus through collaboration and communication.

Overall satisfaction—Total Average 4.41
Overall satisfaction is above average, but FPM still has room for improvement.

In reviewing the data and reflecting on the comments provided by the respondents, it is our goal to remain consistent over time with the above benchmarks. While strong ratings were seen in FPM, we are actively developing strategies to improve our services and overall quality.

Over the coming year, FPM makes the following commitments. FPM will:

1. Ensure that FPM meet the promised response and resolution timeframes.
2. Collaborate to find reasonable and supportable long-term solutions.
3. Strive to understand issues and requests before beginning work.
4. Confirm the request was completed to your satisfaction.
5. Improve communication related to requests and facility changes.
6. Work as a team to provide facility-related services on behalf of Drake.

In July, FPM will be introducing a new work order system. We anticipate campus satisfaction will improve as we adopt this new system. Watch OnCampus and the FPM website for more information.

—Kevin Moran, Executive Director Facilities Planning and Management