Help Desk service improvement from Estates & Buildings
Published: 7 March 2017
Estates and Buildings' online help-desk to report maintenance requests has been upgraded with the aim of delivering a more efficient service.
Estates and Buildings Submit a Maintenance Request online help-desk has been streamlined with the aim of delivering a more efficient service.
The 'Submit maintenance request' service can be found on the Estates and Buildings web pages. The access button is high visibility on the top right of the Estates and Buildings home page and several of their other, key pages.
From this week (Monday 6 March) there are new drop-down lists for common jobs and repairs. The system of job priorities - and the job status reports available - have also been overhauled with fewer complexities and automatic email updates generated for key status reports to provide improved customer feedback. The intention is to make the job request process easier for the customer and to provide more detailed information to the tradespeople tasked with delivering the service.
The Estates and Buildings Helpdesk is available for those who do not have regular online access. The Helpdesk can be contacted on 0141 330 4457, 8am to 5pm, Monday to Friday. Outwith these times, callers will be directed to Security who can instruct the necessary emergency action as required.
The upgrade to the system is part of wider service improvements being driven by Team EB. Team EB is a business improvement team set up within Estates and Buildings with a remit to streamline policies, processes and systems. Further service delivery improvements are planned throughout 2017.
The team is working with colleagues from within the department and across the University and beyond, to trial new ways of working and establish proof of concept to get it "right first time". The ultimate goal is to create a culture of continuous improvement.
Links
Estates and Buildings Helpdesk
Team EB
First published: 7 March 2017
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