A message from the Chief Operating Officer, Dr Stephen Weller: ACU’s Facilities Management team has won two prestigious awards for delivering excellent customer service to staff, students and visitors. Watch the video.
A message from the Chief Operating Officer, Dr Stephen Weller:
I am proud to share with you that the ACU Facilities Management team has won two prestigious awards acknowledging the excellent customer service they deliver across the ACU community.
Facilities Management staff take care of a range of services including maintenance and repairs, security, event coordination and taking enquiries at the front desk in many ACU buildings.
This year, the Tertiary Education Facilities Management Association (TEFMA) has awarded ‘Institution of the Year’ to ACU and named Jye West, Associate Director of Facilities Management, as ‘Practitioner of the Year’ in recognition of his leadership.
The two awards highlight the outstanding success of a two-year change program which improved service delivery and turnaround times. This involved the introduction of a centralised system which enabled staff to access real-time information about the status and priority of any work request across ACU. The initiative also introduced a new look and focus for front-line staff, modelled on the concierge services seen in hotels, complete with new uniforms.
The initiative has enabled the Facilities Management staff to not only meet service standards, but to exceed them. For example, work request completion rates increased from 71% to 99% over a 12-month period. These achievements are result of a team effort which saw the Properties and Facilities leadership working closely with the State Facilities Managers and with front-line staff on all of our campuses.
Achieving service excellence is the aspiration of the whole Corporate Services portfolio, and a key target of the ACU Strategic Plan 2015-2020. It’s an aspiration that requires commitment to collaboration and excellent contributions at each stage of our initiatives in order to support outstanding results.
It is inspiring to see how teamwork and implementing a good system has enabled good people to do good work. I congratulate our Facilities Management staff on receiving these industry accolades and for their continued commitment to good customer service.