Improving Customer Satisfaction with Automating the Facility Management System for Emergency Maintenance Operations: Fid-Bau Portal

Improving Customer Satisfaction with Automating the Facility Management System for Emergency Maintenance Operations

Riaz, Asif / Din, Zia Ud / Khan, Imran Ali

Engineering Service is a public organization dedicated to building and maintaining facilities for military bases in Pakistan. The mission of the Engineering Service is to provide efficient and effective facility management services that meet the expectation of users. The facility management involves tasks related to receiving, responding, and tracking service requests initiated by facility users and providing customer service as required and expected. For efficient delivery of the service, a computer-based application of facility management system was developed and implemented that replaced the old manual system. The application accepts service requests electronically, maintains the requests record, and generates reports of routine and emergency maintenance requests for residential facilities. This research measures the effectiveness of the newly implemented facility management system to handle service requests. This paper presents the application development process, implementation, and survey results, measuring the effectiveness of the system. A case study method was adopted, and survey data from the operators, customers, and service request handlers (workers) were collected and analyzed. The result showed that service requests are being handled efficiently as compared to the old system. This system is a valuable addition to improve the systematic management of maintenance requests and provide better services.