Customer Services - FAQs

Frequently Asked Questions

  1. Which office should I call first to request services from FMS?
    Contact the Customer Resource Center:
     
    • University Park Campus                   
      Phone (213) 740-6833
       
    • Health Sciences Campus
      Phone: (323) 224-7001                          
       
  2. How are calls to the Customer Resource Center Prioritized?
    In order to process the numerous work requests received each day, priority codes are assigned to each request and placed in a queue according to the urgency of all requests across campus at any given time. Requests for services are directly fielded to the appropriate shop. In an emergency, CRC will remain in continual contact with the customer. For urgent calls, the appropriate tradesperson will be dispatched out within the 8 hours shift.
Priority 1
Emergency		 Emergency Immediate response. Emergencies vary by building or requester and emergency response consists of activities that protect human or animal life; and stop or significantly reduce immediate damage to facilities.
Priority 2
Urgent		 Handled within 8 hour shift (i.e., clogged drain, glass windows boarded, door or window cannot be secured or unlocked, urgent re-key of student housing, large broken branch, irrigation sprinklers).
Priority 3
Scheduled		 Scheduled within 48 hours for work to be completed within 3 days. Routine work is work that is not urgent or an emergency and therefore can be scheduled work (i.e., contained faucet leaks, bulb out in office, pest control, hot/cold calls (office or suites), re-key requests).
Priority 4
Scheduled		 Hardware on backorder (2-3 weeks). Estimates – Customer completes & submits online request and will be contacted within 48 hours to schedule work.
  1. What is a Work Order (WO)?
    Work Orders serve as the basis for all work performed by a facilities organization.
    A work order is an approved request for services performed by FMS. Work orders generate an expenditure of funds. All costs - labor, material, invoices, or utilities -- are all charged or linked to a Work Order. 
  1. What is a Standing Work Order (SWO)?
    A Standing Work Order is an approved request for services to be performed by FMS, usually for ongoing routine maintenance. Examples of SWOs would include maintenance of the pools in the McDonald's Swim Stadium and campus street cleaning.
  1. Which services are routine maintenance and therefore not directly billed to the customer?
    Public areas, which are maintained by FMS Operations, include restrooms, classrooms, corridors, lobbies, and other areas that are not designated to a specific department.  Routine office maintenance includes custodial services; temperature comfort control; and repair/replacement of lights, ceiling tiles, cove bases, switches and outlets.
  1. Which services are billable to the requesting customer?
    Any activity outside the scope of routine maintenance becomes a "billable" service and is charged directly to the requesting department by way of a requisition. Examples of billable services include paint color changes, carpet changes before the life cycle schedule, hanging pictures or write on/off boards, securing file cabinets and keyboards, and re-key requests. The CRC can assist you with determining which services are billable.
  1. What is FAMIS?
    FAMIS is a software program used by FMS to manage its work processes including corrective maintenance, preventive maintenance, stores and parts inventory, time and attendance and cost accounting. The system automates the entire maintenance process from work identification to work completion. Its job costing features allow FMS to track and analyze labor, material and contractor costs and provide cost accounting to campus clients who use our services.
     
  2. What is Preventive Maintenance?
    Preventive Maintenance is the scheduled, periodic inspection, adjustment, minor repair, lubrication, etc. necessary to minimize building equipment and utility system breakdown.
       
  3. What is Planned (Scheduled) Maintenance?
    Planned maintenance is the upkeep of property, machinery, and facilities, including buildings, utility systems, roads, and grounds. Planned maintenance is usually characterized by its routine or recurring nature. Its purpose is to keep facilities functional.
     
  4. What is Deferred Maintenance?
    Deferred maintenance is maintenance work that is deferred to a future budget cycle, or postponed until funds are available. The failure to perform needed repair, maintenance, and renewal by Planned and Preventive Maintenance creates Deferred Maintenance. The under-budgeting of regular maintenance accrues into a number of familiar needs: roof repairs, masonry repointing, and faulty HVAC & control systems. These are familiar examples that accumulate into problems requiring major funding for correction.
  1. What determines whether or not a construction/renovation project will be performed by Facilities Management Services or Capital Construction?
    Typically, if a project involves only one trade, i.e. painting or electrical, it will be handled by FMS.  More complex projects are usually performed by CCD. Consideration is given as to which department can best handle each project during the planning and estimating stages.