eService Desk Portal

The Service Desk (SD) is a custom built module in ARCHIBUS, customised by FMO (1), based on Bldg & Opps Module in ARCHIBUS, was implemented in May 1999 in order to track & manage corrective work requests (WR) lodged by University staff through a unified telephone number, rather then calling the trades supervisors directly.
In an effort to improve the SD and make it available to all campuses and to staff, FMO launched the Work Request (WR) module in the eService Desk web portal (eSD) in December of 2001.

This gave the University’s 6,500 staff as well as external contractors, self-service global access anytime anywhere, 24x7x365.25 via the Web through a secure login (Unikey/WASM) to lodge a WR, receive e-mail updates concerning the status of a WR and review WR status directly from their workstations, rather then having to call the Service Desk. The WR module uses the space data for problem location and employee recognition, the maintenance data (Bldg Opps) for Problem Type (PT) classification as well as Asset identification and the CAD floor plans to highlight room/area on printed WRs.

The new cleaning reporting module in the eService Desk, launched by CIS in January 2008, is a result of the new cleaning contract 2008-2011. This new module, through its simple reports, provides access to University employees to view when a particular space in the University is cleaned and the results of the cleaning inspections carried out on any particular day of the month. The cleaning inspector results are part of the performance management criteria in the University’s cleaning contract and measure the service delivery output against the contract specification. The following reports are available in the new module:

• Cleaning Schedule Report: This report allows University employees to view when a particular space in the University is cleaned and what is cleaned on a particular day ofteh week, all the way down to the room level. Users can select a building, level or individual room and check the current daily cleaning schedule.
• Daily Building Average: This report allows University employees to monitor daily average compliance cleaning scores per building. The current contract benchmark is 80% and scores below the benchmark are highlighted in red. In addition to the University average compliance, individual building performance is also managed.
• University Wide Daily Average: This report allows University employees to monitor daily average compliance cleaning scores University wide. The current contract benchmark is 80% and scores below the benchmark are highlighted in red. Formal performance management processes based on these scores are part of the contractual agreement.

(1) FMO: Facilities Management Office from 1998 until 2005, currently as Campus Infrastructure Services (CIS)
(2) CPS: Campus Property & Services, from late 2005 until mid 2007, currently as Campus Infrastructure Services (CIS)

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