An objective of Drake’s Continuous Improvement Plan is to “Elevate Service Excellence”. The Survey of Administrative Services directly supports our continuous improvement in this area. The feedback from 220 respondents this year 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
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 — 4.73
FPM Staff are professional— 4.69
FPM Staff are knowledgeable — 4.59
FPM Staff respond to may request in a timely manner — 4.15
FPM keeps me aware of projects or construction that will impact my work — 3.99
FPM staff provide regular communication about the status of my request — 3.95
Satisfaction with services provided by FPM
Respondents assessed their satisfaction with the services FPM staff provide for campus buildings and grounds.
Grounds – Winner of FPM Annual Golden Bulldog Award— 4.54
Moving – Last year’s winner — 4.51
Custodial — 4.46
Painting — 4.37
Electrical — 4.36
Plumbing — 4.36
Snow Removal — 4.35
Trash/Recycling — 4.33
Capital Projects — 4.13
Carpentry — 4.07
Cooling and Heating — 3.97
Overall satisfaction with FPM —Total Average 4.22 (4.13 last year)
Overall satisfaction is above average, slightly up 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 operating mechanical systems. It is our goal to heat and cool to establish a comfortable environment, while understanding the capacity of the system along with individual preferences.
In reviewing the data and reflecting on the comments provided by the respondents, we make the following commitments.
- Strive to provide status reports on work orders.
- Communicate any impacts to campus through Building Contacts Monthly Meetings, OnCampus, or directly to impacted buildings contacts. Monthly meetings are held via TEAMS and open to everyone, if you wish to attend, please let us know.
- Continue to develop the Facilities Condition Assessment annual report and provide the findings and recommendations to the campus. https://www.drake.edu/media/departmentsoffices/facilityservices/documents/FCA%20FY23%20Report.pdf
- Ensure FPM staff demonstrate the Core Values as we perform our day-to-day operations.
— Kevin Moran, Executive Director Facilities Planning and Management