Operations & Maintenance (O&M) is rolling out an Administration & Finance Service Excellence initiative designed to enhance your experience with facilities requests. These improvements stem from feedback gathered through customer surveys from both O&M and Environmental Services (EVS) customers. Individuals who submit facilities requests will notice the following enhancements beginning Oct. 1:
Clearer Email Updates: Beyond your submission confirmation and completion notice, you will now receive meaningful status updates (e.g., when a technician is assigned, when additional trades are added, and when the full work order is complete). To reduce confusion, “Shop Done” notices for individual phases of work orders will no longer be sent.
Better Visibility: Technician and staff notes will be shared automatically via email and in the portal, giving you real-time insight into progress.
Manage Your Notifications: With more updates available, you will have the ability to control which notifications you receive. New FAQs will explain each type of notification, how to adjust your profile settings, and provide recommendations by role.
Improved Guidance: Updated FAQs will clarify what to expect in common situations such as leaks, emergencies, or requests that require both O&M and EVS services, so you always know the next steps.
Website Updates: “Billing Information” pages for O&M and EVS have been renamed “Services & Rates.” Existing Billing FAQs will become part of a new, comprehensive FAQ section that also covers emergency protocols, common services, and portal guidance. The O&M website will also feature updated team pages with photos, helping you get to know the people working behind the scenes who keep our buildings operating smoothly.
New Survey Emails: After your work request is completed, you will receive a brief one-question survey (1–5 stars, with optional comments). Your feedback will help us celebrate successes and identify areas for improvement. If your request involves both O&M and EVS, you will receive a survey from each department so we can evaluate and improve our individual services.
Thank you for working with us to strengthen facilities services across campus. These changes demonstrate our commitment to Service Excellence and Accountability, while reinforcing the spirit of Innovation and Discovery that drives our work.
Stay tuned to the Facilities Work Request Portal for additional information about the upcoming changes!