Overview

Background

Currently, on-demand (reactive) maintenance requests throughout the University estate are initiated through the EBIS Online Helpdesk.

Currently, building related faults/requests can be reported in one of two ways.  Firstly, by nominated individuals through the existing ColdFusion developed application, EBIS Online.  Secondly, by telephone to the helpdesk currently based at Infirmary Street. Irrespective of which method, the details are logged, the information relating to the fault/request is allocated a unique work request number and the details held in the Archibus database, The system is currently only used in relation to building hard services, i.e repairs

Currently the Fault reporting system is paper orientated with individual work orders printed and supplied to the appropriate Trades teams.

In the initial discussions leading up to commencing this project, the scope has now changed from the original proposal to replace the existing Estates and Buildings RepairLine facility for Fault Reporting to now deliver a responsive help desk encompassing additional service related activity, which will be referred to as the  "Estates Department Help Desk"

Unidesk was considered for this project, but was ruled out because Estates and Buildings requirement and due to the complexities of integrating with Unidesk,

Scope

During discussions, the following points were noted as being within scope;

1. The project will look to implement the default ‘out of the box’ WebCentral On-Demand module to replace the current EBIS RepairLine application that is current used to log and manage repairs throughout the University estate
2. The project will oversee the rollout of the new application throughout the University
3. The project will investigate implementing maintenance related Fault Reporting; general Estates related enquiries; service related activity incorporating Cleaning, Servitorial and Furniture
4. Consultation with nominated Estates and Buildings personnel and nominated users of the current EBIS RepairLine will be undertaken to determine business requirements for a replacement system, looking into WebCentral module (On Demand).
5. Requirement to determine any license implications regarding the usage of the WebCentral module
6. A proof of concept will be incorporated within the project to ascertain if the new WebCentral mobile (on-demand) application is fit for purpose and can effectively replace the current paper based.  In reviewing this functionality, there will be the requirement to adhere to the mobile strategy within Estates and Buildings
7. Review of mobile devices and implement , if appropriate (the mobile technology will be supported where required by MASS), e.g. phone, tablet
8. Test system using mobile and non-mobile solution
9. External consultancy will be utilised, if deemed necessary, to assist with the Gap Analysis and product configuration to deliver business requirements
10. Due to added activity relating to the WebCentral server, load testing will be undertaken to ensure additional projected capacity can  be catered for to ensure that the infrastructure can cope with potential system demand
11. A sub-project team will be formed under the guidance of a business change manager to mange to the content and circulation of project related communication and associated impact throughout the University 

Out Of Scope

In addition, it was noted that the following activities were out of scope

• Software changes to the default ‘out of the box’ WebCentral On-Demand.
• Security and Parking related enquiries
• Waste enquiries
• Financial control enquiries

Objectives

It was noted that circumstances within Estates and Buildings have changed since the initial project proposal was constructed, whereby there may now be the requirement to incorporate requests and activities associated with soft services (e.g. cleaning requests). As a result, there is the requirement to further confirm the scope of the project going forward.

Through discussion, the following observations were noted:

• The new WebCentral browser based module  (On-Demand) will utilise  process flows and will pass faults/requests into a holding queue
• The aim is to limit or remove the paper flow using mobile devices.
• Project will affect a lot of people and is high priority
• External company MASS will be involved (we would go through them for any essential modifications)
• This project will involve a change in working practice for those reporting and recording faults, and potentially for the internal Trades teams, if the mobile device solution is deemed satisfactory
• Requirement to consider implication on current WebCentral licenses

Roles and responsibilities for this project are key to be identified especially for communication purposes

Requires a full common strategy for this project which will require training and supporting customers

Project Deliverables:

1. Produce detailed set of business requirements, prioritising requirements based on a mandatory, highly desirable and desirable basis,  based on consultation exercise
2. Complete Gap analysis report detailing recommendations regarding the application being fit for purpose, incorporating any recommendations associated with potential mobile technolog. (Listing the mobile devices that are found to be fit for purpose)
3. A Proof of Concept test will be undertaken to ensure that the application can deliver the business requirements
4. Implement the new Web Central based on-demand module, if deemed fit for purpose, utilising the WebCentral mobile on-demand application.  As part of the installation, there will be the requirement to ensure that any additional work order costs such as time and material can be incorporated.
5. A business change strategy document relating to the product implementation and incorporating the communication strategy regarding the project throughout the university
6. Training guidelines regarding the usage of the new application
7. Managed delivery of the new Estates Help Desk throughout the University that provides users of the system with automated updates regarding work activity undertaken
8. Introduction of mobile technology to receive, manage and update work related activity that will replace the existing manual paper based activity (or minimise the use of paper based activity)
9. Management Information reporting to enable SLA and associated KPI’s to be managed
10. Where appropriate, switch off EBIS Online module / Archibus system, so that users no longer have access once the Project is Live and has been signed off.

Benefits

This will not only introduce a more streamlined approach to the management of on-demand maintenance, but will assist with the Estates department strategy to remove the dependency of the functionality currently serviced by EBIS OnLine

A more streamlined approach will make it simpler and be more transparent for those across the estate who have responsibility for reporting queries, service requests, providing

• dynamic feedback
• easier access to KPI data
• management information
• high level management data

Success Criteria

1. Fully defined business requirements
2. The delivery of an effective and responsive help desk