Customer Services & Informatics


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

Our department serves as the connection between Facilities and the university community, most notably via the Facilities Managers and the Service Centre, who are the frontline representatives to many on campus. Customer Services & Informatics also leads 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 triage requests and dispatch the appropriate teams to take care of the issue(s).

Learn more about the Service Centre and how to submit Service Requests

Facilities Managers

Facilities Managers act as the primary contact person for faculties and departments for any requests, issues or concerns regarding their space. Each building on campus is assigned a Facilities Manager, who is responsible for working closely with faculties and departments to understand their needs and expectations in support of the university’s vision and mission. Facilities Managers have a thorough understanding of the services provided by the Facilities group and work closely with internal and external service providers and relevant stakeholders to efficiently prioritize work and ensure seamless delivery of services.

Find your building’s Facilities Manager

Information Systems

Customer Services & Informatics has a team of dedicated professionals that are responsible for business and technical expertise to develop overall strategies for sustaining Facilities’ major information systems; Planon, Archibus, and Dynamics NAV. These software applications provide best practice processes for maintenance management, inventory management, asset management (building and land associated with maintenance and work orders), space planning and construction project management with integrations to other UBC applications. The team is responsible for the reliability and availability of these software applications.

The team also manages, maintains, and populates electronic information management systems to provide access to campus facility and infrastructure documents for our staff, the greater UBC community, and external groups such as consultants and contractors. These systems include forward-facing web portals, such as the Records Retrieval System (RRS) and internal electronic repositories for the organization and dissemination of information between departments.

The team identifies, acquires, and provides access to more than 50,000 drawings and pages of related building documentation for all campus buildings, facilities, and infrastructure. The team also provides reference services for clients requiring assistance finding information held in our collections.

Learn more about Planon and the records retrieval system.