Pillar 2: Communication

The communication pillar will focus on establishing standards and consistency in the way FM communicates with customers. Setting expectations and establishing communication channels and protocols will ensure a transparent process with our campus community.

Activities In Progress/Completed	Activities to Implement
Implement signage standards ● Door hangers ● Project signage ● Fleet vehicle walkway signage (WOW)	Create FM Service Guide
Recognize staff for excellence in customer service ● FM Shines awards shared on website and in FM-All meetings ● Customer service award category at Appreciation Luncheon	Establish regular AFO/FM Leadership meetings
Continue AVP/Dean’s meetings ● Staff regularly meet with customer to provide updates, discuss new projects, and answer questions	Share FM progress through an annual report
Update website ● FM’s website has completed a relaunch that includes a customer-centric focus, enhanced navigation and improved accessibility	Develop customer-focused newsletter
Develop SHIFT Customer Service Portal ● Easy navigation and transparent processing of work tickets are a central focus of the ReADY Request customer service portal	Establish social media channels to quickly share outages and other notifications and to share good news stories