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Administrative Overview

In an effort to increase the quality of Physical Plant’s services provided to the University Community, the Physical Plant division sent out a survey to a large group of its customers about the condition of the Tampa campus facilities and the services provided. An innovative online web-based survey was used to accomplish this task.

Physical Plant sent out 3570 e-mails to faculty and staff on the USF Tampa campus requesting completion of the online survey. The e-mail provided customers with the URL (http://www.pplant.usf.edu/survey.htm) which allowed the customer access to the online survey. The form was simple yet it effectively allowed the respondents to quickly provide encouraging and valuable information to the Physical Plant Division. 874 customers responded in about a weeks time of sending the e-mail.

The survey had the following 10 statements:

1. Campus grounds are generally well maintained.
2. Campus buildings have a good appearance.
3. Classrooms and offices are generally comfortable (temperature and humidity).
4. Classrooms are generally clean.
5. Classrooms and offices have adequate lighting.
6. Restrooms are clean and well stocked (paper towels, toilet paper, etc.)
7. Service Center personnel are responsive and professional.
8. Normal work requests are handled in a timely manner.
9. Physical Plant personnel are professional and courteous.
10. Emergency work requests are handled in timely manner.

For each one of these statements the respondents could select:

1. Strongly Disagree
2. Disagree
3. Neutral
4. Agree
5. Strongly Agree

Survey respondents could also select the building being rated. Also all respondents had the option to post comments concerning specific or additional information, which may or may not have been addressed in the survey.

Numerous reports were generated based on these rating values. They include:

• List of buildings sorted by the overall rating of each building
• List of buildings sorted by rating for each individual question (on the survey)
• List of comments grouped by buildings

The overall rating of all buildings for all questions was 3.30– which is between neutral and agree.

Although the overall rating for all questions averaged 3.30, which is good as it is above neutral, there are clearly some areas of concern. Also individual comments revealed some consistent problems in other specific areas regardless of the overall rating.

A complete listing of the raw survey scores and comments are available at our web site.

Numerous actions were taken following the survey. They include:

• Respondents, who identified themselves and wanted specific work, were contacted immediately by Physical Plant Management. Each person’s concerns is being addressed and solutions are being developed.
• Work orders were created to rectify problems of medium and small magnitude from the information provided in the comment section. These work-orders are expected to be completed by June 2004. All problems with a large magnitude are being included in the list of projects to be addressed. Physical Plant is in the process of trying to acquire the funding for these projects
• Based on the ratings and comments, specific areas of high needs are currently being addressed. The areas with the lowest scores - classroom/office temperature and classroom cleanliness are being addressed. Bathroom restoration/renovation is underway. Plans to increase frequency of cleaning of the classrooms and bathrooms are being developed for immediate implementation. Some building air-conditioning systems are being studied by engineers to identify problems and possible solutions.

All information gathered from this survey, except for names, is being published in the Physical Plant web-site. The original survey recipients will be informed of this information by e-mail of the URL location of this document.

Copyright © 2002, University of South Florida, 4202 E. Fowler Avenue, Tampa, FL 33620        For general comments or questions about this site, contact Technical Services at workmanagement@pplant.usf.edu. Last Updated August 30, 2004