An important aspect of Drake’s Continuous Improvement Plan is to examine our processes. The Administrative Services Survey greatly assists us in this.

This fall’s survey was issued to faculty and staff with the focus on Human Resources, Facilities Planning and Management (FPM), Information Technology Services, Public Safety, Finance and Communications.

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 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 4.36 (4.30 last year)
Respondents assessed their satisfaction with FPM staff including their courtesy, professionalism, knowledge, timeliness, and communication in regard to work orders, projects and construction. Satisfaction with FPM staff was generally high, but was lowest for communication of work order status, projects and construction (3.99).

Satisfaction with FPM support and services – Total Average 4.34 (4.26 last year)
Respondents assessed their satisfaction with FPM support and services including custodial, grounds, snow removal, moving, cooling and heating, painting, construction, carpentry, trash/recycle, and plumbing. Satisfaction with FPM support and services were all above 80% but only grounds and moving services broke the 90% satisfaction threshold we are striving to achieve.

Overall satisfaction—Total Average 4.14 (4.09 last year)
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 to do the following over the coming year.

• Implement a method of communication on the FPM homepage with updated information in regard to projects and construction.
• Closely monitor our work order system in regard to timely updates of the status of work orders.
• Continue to grow and exhibiting Drake’s core values.
• Perform routine building and grounds assessments to maintain a high level of quality service.
• Continue to prioritize and execute deferred maintenance project as funds become available.
• Continue to praise our team for all the good they do every day!

— Kevin Moran, Facilities, Planning, and Management