One of F&S’ Guiding Principles is customer-focused service delivery that strives to strengthen relationships built on trust, confidence, and reliability. An ongoing part of that effort continues to be expanding the organization’s capabilities to communicate the projected maintenance schedule more precisely, especially when F&S staff will start and finish work.
Beginning Wednesday, January 26, F&S will launch an enhanced notification process for service requests. The communications will provide in-progress updates about regular facilities work. Here are the detailed messages the primary requestor and primary contact can expect to receive related to work orders in the my.FS Portal:
- An initial email with an anticipated start date for the work, once released, and the assigned shop(s)
- A follow-up email, call, or in-person visit upon arrival
- A confirmation email when the work is underway and when time is being charged
- An email, call, or in-person visit when the work is completed
- A final communication when the service request is closed, including a survey link
F&S tested this enhanced work order communications process last November in four buildings and then expanded to ten more facilities in December. This pilot program included the Armory, Engineering Hall, Lincoln Hall, Business Instructional Facility, Davenport Hall, and the Agricultural Engineering Sciences Building. Feedback from participating colleges, departments, and units was used to develop and refine these specific notification methods.
For a multi-trade work order, information will be provided for each involved shop or different phase. Dispatch work for urgent situations and other communications related to construction or utilities projects will be addressed separately.
In surveys, at forums and facilities liaison events, and through online forms, customers have consistently requested more opportunities for better scheduling communications and additional ways to offer immediate feedback. F&S is excited to launch this new process across the Urbana campus to increase two-way communication and engagement throughout maintenance operations.
For more information or questions, contact Director of Building Maintenance & Grounds Dave Boehm dboehm@illinois.edu, 217-244-5902. Maintenance planners can also provide status updates regarding existing work orders,fandsmpg@mx.uillinois.edu, 217-300-5859.