Estates and Facilities Management: Customer Survey.

Transcription

1 Estates and Facilities Management: Customer Survey

2 Who we surveyed EFMD Departmental Contacts , letter, web Heads of Department and Corporate Services Divisions Letter, web Staff in general Through departmental contacts, web Students

3 What we asked Quality Communication How you contact us How well we respond Costs Individual Services

4 Who Responded (232 People) 4% 3% Academic 21% 42% Administration Corporate Services Administration Academic Departments Student 30% All Other Types

5 Which Buildings Do You Work In 12% Adrian 30% 4% 5% Archaeology Attenborough Fielding Johnson 20% George Porter 10% Maurice Shock 8% 11% North Campus All Other Buildings

6 What You Liked Gardens - 86% said that they were attractively set out and well maintained Post - 85% (access) 78% (availability) PACS Staff - 70% said that they were helpful and informed Security 73% said that they were easy to contact

7 How Easy Do You Find It To Contact Us 90% 80% 70% 60% 50% 40% Easy Difficult 30% 20% 10% 0% Sports Services Interiors Maintenance Help Line Post PACS Security Incidents Security Keys/Cards ET Energy ET Travel ET Waste

8 80% What Do You Think Of Our Staff 70% 60% 50% 40% 30% Helpful Unhelpful 20% 10% 0% Sports Services Interiors Maintenance Post PACS Security Incidents Security Keys/Cards ET Energy ET Travel ET Waste

9 Maintenance What you didn t like 45% (104 people) said that the buildings were not well maintained Academics 38% Corporate Service Staff 52% Academic Departments Support Staff 46% 34% (44 people) said that the response times were inadequate What we are going to do about it Customer Service Desk Review of Processes Staff Training Planned Maintenance Programme

10 Signage What you didn t like 31% (71 people) said that the signage was not adequate Academics 32% Corporate Service Staff 35% Academic Departments Support Staff 26% Signage should be in a uniform corporate style and there needs to be more of it What we are going to do about it University Wide Project Incorporated into the Estates Strategy

11 Cleaning What you didn t like 31% (72 people) said that the buildings were not adequately cleaned Academics 31% Corporate Service Staff 33% Academic Departments Support Staff 34% Many complaints about offices not being regularly cleaned What we are going to do about it Monitoring for continuous improvement Cleaning schedules published Customer Service Desk

12 Regional Dissatisfaction Rates Maintenance Adrian 38% Fielding Johnson 46% George Porter 56% North Campus 46% Cleaning Adrian 31% Fielding Johnson 47% George Porter 16% North Campus 17%

13 Sports and Recreation Services What you didn t like 32% (29 people) said that the sports facilities were not adequate and not open when they needed them On Campus sports facilities should be open earlier in the day. Classes should be held outside of normal working hours What are we going to do about it New Facilities At Oadby Student Resource

14 Keys and Access Cards What you didn t like 40% (52 people) said that the service for collecting keys/cards was not available when they needed it The Office is in the wrong place and far too small What are we going to do about it Issue of Student Cards Disseminated to Departments Longer Opening Hours Service Desk

15 Selected Comments Overall the campus is a pleasant place to be. The cleaners do their best but there are so many things that they are told they shouldn't disturb or they simply don't have time to do. They don't even empty bins any more. Our building is draughty, drab and totally uninviting. The toilets are an absolute disgrace and a complete embarrassment, the gents in particular.... Don't even get me started on leaking pipes! We are running from one crisis to another because things are only ever patched up. The maintenance staff are often embarrassed because they try their hardest but under the most difficult of circumstances.

16 Summary of Actions Service Desk one point of contact open from 8:00 17:30 following up and prioritising calls linking services signing contractors onto site Processes (tightening of procedures and processes in portering, security and maintenance) Resources (redirecting of resources to areas of concern, e.g. signage dealt with by a separate one off project with input from key users) Sports increase in fees to staff to allow for better facilities and longer opening times?

17 Not Everyone Understood the Questions I think space is great and we should invest more in this area

18 Contact Details Karen Bignold Customer Care Officer Estates and Facilities Management Division T: E: