Services

Below are results for core services as identified by the unit.  Each chart shows mean scores for each of seven questions.  The seven questions include an overall question and performance in specific customer service areas.  Each question was rated on a scale from extremely unsatisfied to extremely satisfied.

  • Building Services: Provides daily custodial services to campus buildings (except UWMC, HFS and Athletics); regular project-based cleaning (e.g., windows and carpets). Manages UW recycling and solid-waste programs
  • Campus Operations: Maintain and operate critical building systems, including environmental systems and controls (HVAC), fire/life safety, elevator, utility systems, and high voltage distribution systems (Building Power)
  • Facilities Maintenance & Construction: Responsible for general maintenance, repair, alteration, and renovations of all campus facilities, including building interiors, exteriors, and grounds
  • Transportation Services: Transportation solutions for UW Seattle: parking, transit (U-PASS), biking, walking, shuttle services (Dial-a-Ride, Health Science Express, Night Ride, SLU Shuttle, and SCCA Shuttle) and fleet services (vehicles for departmental and student use)

Acting on Results

Facilities Services Heard You!

In response to survey results, here are a few of the improvements Facilities Services is pursuing:

Building Services: Custodial and UW Recycling

  • Increased staffing through filling of vacant positions and prioritizing spaces.
  • Expanding the MiniMax garbage/recycling bin program coverage throughout UW buildings.
  • Proactively communicating with customers about new services as well as soliciting feedback on current ones.
  • Working with the Customer Care Team to serve as a first point of contact for custodial requests and work orders.

These changes should benefit customers and campus partners by:

  • Increasing custodial availability for deeper cleaning (vacuuming, carpet cleaning, window washing, etc.).
  • Diverting waste through the MiniMax program and contributing to UW environmental stewardship.
  • Improving access to information on services, schedules, and availability.
  • Providing a single point of contact for work order requests, timely responses, and status updates. 

Facilities Maintenance and Construction

  • The Customer Care Team will act as a first point of contact for all your Facilities Maintenance and Construction needs.
  • Improving work order status updates and documentation; including the use of door hangers. 
  • Placing a priority on preventive maintenance work.
  • Developing a Quick Response team for emergent situations and high priority work orders. 

These changes should benefit customers and campus partners by:

  • Providing customers with timely status updates. 
  • Reducing the need for customers to generate work orders by identifying potential issues before they happen.
  • Improving response time to priority work through improved scheduling tools and dedicated teams for high-priority tasks.

Campus Engineering and Operations

  • Utilizing the Customer Care Team as a single point of contact for work order tracking and status updating related to Campus Engineering and Operations. 
  • Implementing Customer Service Training for customer-facing staff. 
  • Developing new positions to meet changing service requirements. 
  • Updating the website to include more relevant information.
  • Improving access to work order submission tools. 

These changes should benefit customers and campus partners by:

  • Improving response times to requests.
  • Providing customers with more informative status updates for work orders. 
  • Offering relevant, intuitive, and simple website content. 

Fleet Services

  • Transitioning to full-service lease options on fleet vehicles.
  • Increasing cleaning cycles for vehicles based on usage. 
  • Improving shuttle schedule accuracy to accommodate for traffic/congestion/construction. 

These changes should benefit customers and campus partners by:

  • Providing cleaner vehicles that spend more time on the road.
  • Saving the customer time by improving shuttle arrival predictability.  
  • Ensuring more vehicles are available for use by reducing turnaround time in the fleet maintenance shop. 

Transportation Services

  • Simplification of parking product offerings.
  • Introduction of new parking system technologies like pay-by-phone.
  • Redesign and reconfiguration of lots to better accommodate ADA customers. 
  • Customer service training for all front-line staff. 

These changes should benefit customers and campus partners by:

  • Reducing gatehouse lines by adding a variety of payment and parking pass options at various lots.
  • Improving ADA accommodations and ease of access. 
  • Better service and information to customers from front-line staff.

Facilities Services Service Ambassador: MaryJo Blahna