ENTOUCH Smart Building Solutions

What Data Should I Expect From a Facilities Management Services Provider?

Making the decision to work with a top-of-the-line facilities management services provider can help your company reduce facilities management costs. But, how do you know what sets the good providers apart from the back, and what type of data should you get? Knowing the answer to this question, reiterated by a recent QSI Facilities survey, will ensure your partnership has lasting, quantifiable returns.

1. A Facilities Management Services Provider Should Prove Value With Comprehensive Scoring of Facilities

Facilities managers using contracted services providers often lack visibility, resulting in missed opportunities and greater costs through repetitive services calls. Providers may not supply complete data on the facility’s existing, completed and planned maintenance and other needs. As a result, it is difficult to distinguish true value. However, value can be proven when your servicer provides a full view into each aspect of facilities management, including average service data for the following areas:

  • Overall handyman services.
  • Painting.
  • Doors.
  • HVAC.
  • Plumbing.
  • Flooring.
  • Laminate.
  • Power washing.
  • Janitorial services.
  • Electrical repair.

2. Average Completion Time Should Reflect Situation-Specific and Proper Handling of Needs

A fast response time can mean the difference between a minor repair and a major renovation. Therefore, metrics must go further than simply reporting average completion times; they should reflect situation-specific timelines.

For example, an emergency situation should be handled in less one day, and larger projects should take no longer than four days to complete.

3. Expect a Strong, Consistent Level of IVR Compliance Among Service Techs and Your Provider

Using an interactive voice response system (IVR) is another great way to ensure visibility and value of facilities management partnerships, but the only way to gain this visibility lies in stringent reporting. An IVR tracks the time between creating a service request, the time a tech arrives, and how long it takes to complete the job. Furthermore, IVR compliance data ensures accountability in tracking system utilization and tech performance.

Your facilities management services provider will also be able to provide you with the number of total complaints, service calls and scheduled visits using IVR data. This information should be equal to the total number of record entries for your facility as well. Record completion and IVR compliance, attaining levels above 86 percent monthly, must be consistent to isolate problems and ensure better compliance with your expectations.

4. Average Time to Complete Must Be Less Than Your Target.

A superior servicer, like QSI Facilities, will exceed response target expectations, and through tracking of IVR data, QSI is able to operate and complete service requests two-days under facilities managers’ targets. This means every time your facility need something, it should be handled appropriately and faster than expected, and an effective, quality facilities management services provider will be able to take this possible.

Unexpected, unexplained changes in the average amount of time to respond to a service request and complete documentation indicate a problem with the given provider’s data.

5. Average Volume and Frequency of Work Orders Should Decrease

Another type of data you should expect from your facilities management servicer revolves around specific statistics and insights into service call average volume and frequency. Quality servicers understand the value in getting things completed in a timely manner, but they also understand the value of streamlining repairs. If an unexpected problem is found during routine maintenance, it should be corrected immediately. This eliminates the risk of customers seeing the problem and cuts down costs to the servicer, like saving time and gas for the tech. With time, the average volume and frequency of work orders should decrease. However, it is not unusual for certain types of work to increase in frequency sometimes.

For example, harsh winter weather may lead to a spike in plumbing repair needs. However, the overarching trend throughout the year should be fewer service calls across all facilities management areas.

Know What Data to Expect from Your Facility Management Services Provider

Understanding what information your facility management services provider will be giving you is key to ensuring return on investment for your partnership. Rather than focusing on in-depth analytics, your services provider should provide your company with a continuous stream of positive results, timely responsiveness, maintenance backlog tracking, technician accountability and better transparency through documentation.