An objective of Drake’s Continuous Improvement Plan is to “Elevate Service Excellence”. The Survey of Administrative Services (SAS) directly supports our continuous improvement in this area. The feedback helps Facilities Planning and Management understand where service gaps may exist and how to improve our services to the University.
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 4.38 (4.41 last year)
Respondents assessed their satisfaction with FPM staff including their courtesy, professionalism, knowledge, timeliness, resolution of issues and communication regarding work orders and projects.
FPM Staff are courteous – 4.82
FPM Staff are professional – 4.74
FPM Staff are knowledgeable – 4.62
FPM Staff respond to requests in a timely manner – 4.26
FPM staff provide regular communication about the status of my request – 3.96
FPM keeps me aware of projects or construction that will impact my work – 3.86
Satisfaction with services provided by FPM – Total Average 4.48 (4.50 last year)
Respondents assessed their satisfaction with the services FPM staff provide for all campus buildings and grounds.
Moving – 4.72
Carpentry – 4.66
Custodial – 4.62
Grounds – 4.61
Electrical – 4.57
Painting – 4.57
Plumbing – 4.51
Trash/Recycling – 4.43
Snow Removal – 4.35
Capital Projects – 4.18
Cooling and Heating – 4.09
Overall satisfaction with FPM —Total Average 4.13 (4.39 last year)
Overall satisfaction is above average, slightly down from the previous year. FPM has opportunities for improvement and we are actively developing strategies to improve our services and overall quality. The preservation of historic buildings can be demanding when maintaining and updating 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. Moving forward we promise to continue to service all customer needs on campus through collaboration and communication.
In reviewing the data and reflecting on the comments provided by the respondents, we make the following commitments.
FPM will:
- Ensure that FPM meet the promised response and resolution timeframes.
- Collaborate to find reasonable and supportable long-term solutions.
- Confirm the request was completed to satisfaction.
- Improve communication related to work order requests and construction projects.
- Work as a team to provide facility-related services on behalf of Drake.
FPM has been working on updating websites to better deliver communications. This, coupled with more direct reporting, we anticipate that we can booster our lower administrative service areas. Please visit:
https://www.drake.edu/sustainability/
— Kevin Moran, Executive Director Facilities Planning and Management