An important aspect of Drake’s Continuous Improvement Plan is to examine our processes. The Survey of Administrative Services occurs once per year in the fall. The goal is to communicate to faculty, staff, and students the process of self-evaluation, thoughtful planning, and implementation to elevate professional practices toward improved customer service.

This feedback helps departments, such as Facilities Planning and Management, understand how to improve services and where gaps may exist. Responses to the survey help to shape future efforts.

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

Satisfaction with FPM staff – Total Average 4.41

Respondents assessed their satisfaction with FPM staff including their courtesy, professionalism, knowledge, timeliness, and resolution of issues. Satisfaction with FPM staff was generally high; an area of opportunity across campus is timeliness (4.11).

Satisfaction with FPM support and services – Total Average 4.42

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 (4.69), postal (4.62), and custodial/trash/recycle (4.50). The lowest areas were cooling and heating (4.01) and construction (4.21).

The preservation of historic buildings can be demanding when upgrading mechanical systems. It is our goal through heating and cooling to establish a comfortable environment, while understanding 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 4.27

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, FPM has concluded that:

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. The development of a capital review process and new work order portal are just a few strategies recently implemented.

—Manny Toribio, Facilities Planning and Management