As of Feb. 23, Facilities Planning and Management received 2,788 service requests through its online service portal that launched last October. Ninety three percent of those requests have been completed.
The new online service request system aims to support the department’s six commitments listed below, which were developed in response to the Administrative Services Survey. These commitments are designed to help the department achieve its scorecard objectives.
- Ensure that FPM meets the promised response and resolution timeframes
- Collaborate to find reasonable and supportable long-term solutions
- Strive to understand issues and requests before beginning work
- Confirm the request was completed to your satisfaction and in a professional manner
- Improve communication related to project schedules and staffing
- Work as a team to provide facility-related services on behalf of Drake
In a previous OnCampus article, FPM shared results from the TeamDynamix satisfaction and performance surveys. One area that is below our target goal is commitment number one regarding meeting promised response and resolution timeframes, also known as service live agreements (SLAs). The SLA goal aims to acknowledge work orders within one workday and complete them within three workdays. This excludes work orders that are pending or scheduled. Our measure last year was 75 percent. Currently we are at 78 percent, just short of our 80 percent goal. Our department and leadership team is committed to implementing various action items that will contribute to successfully meeting each of our scorecard objectives.
Manny Toribio, Facilities Planning and Management