The system used to manage repair and maintenance requests as well as preventative maintenance schedules at Queen’s will undergo a significant upgrade over the next several months.

Physical Plant Services (PPS) and Residences have partnered to implement a new software system, slated to launch in August 2016, that will streamline the repair and maintenance processes through an online tracking system.

John Witjes, Associate Vice-Principal (Facilities), says the project is part of PPS’s ongoing commitment to improve customer service on campus.

“The new, completely electronic system will be more efficient by reducing the amount of data entry associated with our current paper-based processes,” Mr. Witjes says. “Our clients will be able to enter their work requests and track them online, a feature they have requested for some time.”

A project team, including members from PPS, Residences, Information Technology Services (ITS), and the vendor (BRG) is implementing the new software, working closely with employees to improve and streamline business processes under the new system.

Our clients will be able to enter their work requests and track them online, a feature they have requested for some time.
— John Witjes, Associate Vice-Principal (Facilities)

The upgrade will greatly improve the maintenance request process within Residences, according to Bruce Griffiths, Executive Director, Housing and Ancillary Services. Currently, Residences is using a software system designed to manage room assignments as there was no way to integrate with the previous maintenance system, resulting in the need for duplicate entry.

“We are pleased to partner with PPS and develop a system that allows us to provide better service to students living in our residences,” Mr. Griffiths says. “We expect that these changes will help us improve the response time to maintenance requests and eliminate duplication of requests and effort.”

PPS and Residences staff will be involved in every phase of the project. They will be asked to test parts of the systems as they are developed. Training is expected to begin in July and will continue until the system is live in August. If you have questions or concerns, please contact FIXIT at fixit@queensu.ca or at extension 77301.