Services & Service Delivery
Services We Provide
Service Delivery
Facilities Services is committed to excellence and customer service. That means continuously looking for ways to improve our service delivery to our clients. While some requests from clients, such as events or moves, are planned and have specific dates and times associated with them, others involve addressing an unplanned issue, such as a leaky faucet.
When it comes to unplanned issues, we understand our clients benefit from a timely, effective response to their requests and should be able to count on that response within a certain timeframe. That's why we took a hard look at our maintenance operations and identified two ways to improve the proficiency of our service delivery:
- We established a more efficient daily work schedule to better manage the work assigned to each technician.
- We developed a standardized response and completion schedule, based on the mission impact of the request to the client or the university. This schedule allows us to inform clients when they can expect us to respond and initiate our service. It also sets response and completion time targets so we can measure how well we meet our goals.
Both modifications to our operations were implemented by February 2016. Since then we have been keeping an eye on our performance with regard to meeting the response and completion time goals. We are pleased to report that although the goals are a stretch, they are achievable. Additionally, the stronger focus on these targets, on average, has improved our response and completion times over previous months.
The next step is to communicate the new standards to you, our clients, to ensure that everything is completely transparent. To that end, we will let you know upfront, upon submitting your request, when you can expect our service staff to appear and initiate the work. We will provide this information if you contact the Facilities Service Center (FSC) at 512-471-2020 or facilities@austin.utexas.edu to report an issue. If you submit a request online through WORQS (UTEID Required), you do not automatically receive response time information. You may follow up with the FSC to get the expected response time if you wish. Additionally, you may consult the chart below, which outlines expected response and completion times, based on the request.
Response and Completion Times
|
Description |
Response and Completion Time |
Examples/Scope |
|---|---|---|
|
Emergency: Immediate threat to life, property, or mission |
Response Time: Now Completion Time: Arrest emergency ASAP; Complete within 24 hours |
Maintenance
|
|
Custodial and Support Services
|
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|
Expedited: Non-emergency, but timely response required |
Response Time: As soon as available, but no later than 1 workday Completion Time: 3 workdays |
Maintenance
|
|
Custodial and Support Services
|
||
|
Routine: Routine trouble call work orders |
Response Time: 5 workdays Completion Time: 10 workdays |
Maintenance
|
|
Custodial and Support Services
|
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|
Scheduled: Scheduled response to client requests |
Response Time: 5 workdays for scoping Completion Time: Scheduled date |
Maintenance
|
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Custodial and Support Services
|