To assist in communicating customers' comments about various services provided by the Physical Facilities Department, the PFD Customer Response System has been developed. The purpose of this form is to receive the appropriate information about the request/matter, communicate with the sections of the department involved, and provide follow-up to the requestor.

Procedures for Responding to Customers:

1. All comments regarding services will be recorded on the Customer Response Form. These comments can be received by telephone, campus mail, and through the PFD web page. Copies of the form are available to all clerical staff, supervisors and principal staff. Copies of the form will also be furnished to all Building Points of Contact.



2. If the request is phoned in, the person receiving the request should record the name of the requestor, office location, phone number, and a short but concise description of the area needing attention. After receiving the request, a follow-up date should be given to the requestor.



3. Each form will be forwarded to the section of the department which is involved in the action and given to the first line supervisor for their immediate attention.



4. Once the matter has been investigated by the first line supervisor, he/she should reply in the space provided and forward it to the Division Director. Once there, the form will be copied to the Senior Associate Vice President Facilities and Finance and forwarded to the Requestor.



5. If continued follow-up is required, this should be noted at the bottom of the form by the Division Director and maintained until completed.



6. If the form is completed online the form will be sent back to the requestor within a 24 hour period. Otherwise, the customer will receive a response within two (2) days. The appropriate Division Director will communicate with all offices and personnel to assure that similar matters in other areas can be eliminated.

In summary, our ability to communicate effectively with our customers and respond to customer comments in a timely manner is just another part of our "Excellence in Service" to the University community.