2024-25 Term Work Orders
Facilities Work Orders for ’24-’25 Term
Between July 1 st , 2024 and June 30 th , 2025 (’24-’25 Term) Facilities received a total of 9,399 work requests. Of these requests, 8,130 (87%) were processed into actionable work orders. The remaining requests were cancelled, either due to these being duplicates of existing requests or because they represented work not traditionally performed by Facilities (Eg. CTS requests). Around two-thirds of all work orders processed during the ’24-’25 term were assigned to the Structural (33%), Plumbing (19%), and Electrical (13%) trades [Image F1].
For each work order that was completed, the customer was sent a survey in which they could provide feedback on the speed and quality of the repairs performed. During this period, 682 surveys were received (a response rate of 8%). Of these surveys, 93.3% of respondents provided a rating of “satisfied” or “very satisfied”, an increase from the 89.7% satisfaction rating the year prior (’23-’24 Term). When evaluating these surveys according to each trade, Custodial, Electrical, and Structural had the highest satisfaction ratings at 98%, 98%, and 95%, respectively, while Plumbing and HVAC/Heating Plant had the lowest satisfaction ratings at 85% and 75%, respectively. The remaining trades received a negligible number of surveys, though most of these yielded relatively high satisfaction ratings (average 96%).
The Structural, Plumbing, and Electrical trades perform work in response to building or community needs which was primarily tracked by the work order system. Among these trades, a substantial portion of work was assigned during the months of August, September, and October which can be attributed to the return of the campus community and residential students for the fall semester [Image F2]. During these three months, work orders for these trades within residential buildings were proportionally greater than the other months of the year.
The Heating Plant and HVAC trades work closely together to address temperature and building system concerns, though each plays a different role. When evaluating the monthly distribution of work orders for these trades, we can see contrasting trends reflective of these differences [Image F3]. The HVAC trade manages campus air conditioning systems and temperature concerns within non-residential spaces, and had a monthly trendline which peaked during the summer and dipped over the winter. Inversely, the Heating Plant manages campus heating systems and temperature concerns within residential spaces, and had a monthly trendline indicative of most work orders being assigned during “heating season” (October through February).
The Custodial and Grounds trades work to maintain the campus through routine upkeep which is not tracked by the work order system, though these trades will still receive requests from the community to address specific needs (such as event setups or furniture moves). When evaluating the monthly trendline for these trades, we can see that the distributions are relatively consistent throughout much of the year. However, the Grounds trade saw a large volume of work being requested during the month of August [Image F4]. This spike can be attributed to the return of residential students as nearly 90% of these work orders were related to furniture and appliance moves within residential buildings.
When accounting for work order location, the majority of work orders were submitted for residential buildings (55%), followed by academic/administrative buildings (39%), and lastly outdoor or mechanical/service locations (5%) [Image F5]. The three apartment complexes (Alumni Village, the Commons, and the Olde) accounted for nearly 60% of all work orders submitted within residential buildings, but in comparison accounts for only 42% of bed spaces occupied during the ’24-’25 term meaning a greater proportion of work was being requested within these buildings as compared to the residence halls. Please note, the Crossroads residence hall had half of its bed spaces offline for the ’24-’25 term. When accounting for this, the building likely would have seen a distribution closer to that of Central residence hall (5%) had it remained fully online for the term.
When evaluating the work orders being placed according to work type, a difference between residential and academic/administrative buildings can be seen. Within residential buildings, plumbing concerns were reported at least twice as often as any other category, and nearly 2.5-times more often than plumbing reports in non-residential buildings. This can be attributed to a combination of infrastructure (fixtures and drain design) and a difference in Facilities operations (Custodial will attempt to resolve clogs as part of standard upkeep in academic/administrative buildings without entering work orders into the system). Similarly, furniture concerns were reported nearly 2.5-times more often in residential buildings than non-residential buildings as residential furniture is managed by Facilities while office furniture is not [Image F6]. Within academic/administrative buildings, work orders for Event Support, Contracted Work, and Temperature concerns were processed nearly 11-, 4-, and 2.5-times more often, respectively, than in other buildings. Event support can easily be attributed to a difference in building usage, while contracted work and temperature concerns are representative of the aging mechanical infrastructure in many of the campus academic/administrative buildings [Image F7].
