A new task force that partially aims to improve communication between students and the Facilities Department and expedite the process of responding to service requests is in the works.
Senior Director of Public and Environmental Safety John King said that the task force will include representatives from the Office of Residential Life and Learning (ResLife), the Office of Community and Government Relations and the Department of Public of Environmental Safety.
"[It will] try to determine what are some of the ways we can enhance [the request process]," King said. "The existing system could be more user friendly. We're looking to get more feedback on what are the methods of communication [students] like to use."
There is an existing online service request system on the facilities Web site through which students can file non−emergency requests for facilities−related services including lighting and plumbing repairs.
There is also a phone number for requests, which Richard Reynolds, interim vice president for operations in the Facilities Department, says is the main access point for students to contact the department. "That's why we have the [department complaint] number; that's how you're going to get in touch with us," Reynolds said.
King explained that the task force is working on establishing a quicker process for dealing with student requests for repairs and maintenance.
"The capacity does exist to get back to requests … but that's one area we need some improvement so that we're more timely [in responding]," King said. "We will engage a vendor to come in to … update the work order software and improve how quickly we process work orders, get back to the person and close the loop on [the process]."
The task force is exploring increasing avenues of communication, including a Twitter account, Facebook.com and e−mail.
"We want to assess if maybe we had multiple systems, there would be a more stable, more customer friendly approach to customer service," King said.
They are also looking into making the Web site more user friendly by adding a drop−down menu allowing students to specify the nature of their problem.
"Students would be able to look at the menu and find their campus, then their dorm, then their room," King said. "You wouldn't have to include a lot of text that might not describe the problem."
King explained that the task force is seeking to find creative approaches that make use of available technologies.
"We're making it easier to use technology to facilitate the [processing] of work orders and making sure the work gets done," he said. "We're just trying to think outside the box."
The project is part of a broader effort by the Facilities Department to become more accessible to students. "I'm happy to develop a regular relationship with students," Reynolds said.
--
