Customer Services & Informatics

 

Customer Services & Informatics (CSI) provides support for the departments across the Facilities Group to operate smoothly and provide excellent service to our customers on the UBC Vancouver campus.

Our team serve as the connection between the university community, most notably, our Facilities Managers and Service Centre, who are the face-to-face representatives to many on our campus. Customer Services & Informatics also lead the software maintenance and development and organizational change management to help Facilities adapt and grow with our customers.

 

Service Centre

The Service Centre is the university community’s primary contact centre to report any building or land related issues or concerns on campus. Our team of representatives will triage these requests and dispatch the appropriate teams to take care of the issue(s). The Service Centre can be reached by email (servicecentre.buildingops@ubc.ca), phone (604-822-2172), Twitter (@UBCFixMySpace), or you can submit a service request online through Planon. Learn more

Facilities Managers

Facilities Managers are the university community’s primary contact point, and act as the faculties and departments’ direct contact person for any issues or concerns regarding their space. Each building on campus is assigned a Facilities Manager, and they are responsible for working closely with faculties and departments to understand their needs and expectations to support the university’s vision and mission. Facilities Managers have a thorough understanding of the services the Facilities group offers, working closely with internal and external stakeholders to more efficiently prioritize work and deliver services seamlessly. Find your building’s Facilities Manager

Clerical Pool

The clerical pool is a dedicated team of clerical staff that are responsible for general administrative functions that support all departments within Facilities.

EMMS Sustainment Team

The EMMS Sustainment Team provides both business and technical expertise to develop overall strategies for sustaining our strategic enterprise application system – Planon. Planon is a single unified enterprise software application providing best practice processes for maintenance management, inventory management and asset management (building and land assets associated with maintenance and work orders) with integrations to other UBC applications.

The EMMS Sustainment Team maintains the reliability and availability of Planon by providing Tier 0 knowledge base, Tier 1, ITSC logging issues, and Tier 2 support, triage, incident and problem resolution, liaising and working with Tier 3 support, and ensuring services meet customer service levels. Learn more about Planon

Change Management

Change management works with departments within Facilities to implement new initiatives and ensure our staff are prepared for change. They also work closely with UBC Operational Excellence (OpEx) to ensure business project delivery throughout Facilities.

Change Management is responsible for Facilities’ comprehensive safety training program as well as professional development programs, including our partnership with Workplace Learning for on-line training requirements.