Customer Service Strategy

Facilities Management (FM) will develop and implement a comprehensive customer service strategy focusing on three key areas – education, communication, and customer-centric processes.

Background

FM’s vision is “to be a collaborative, innovative and inclusive partner that delivers exceptional service to the UMD community.” 

And to achieve our mission, all of us must live the five FM values. When we are collectively living these values, our vision will be achieved. 

This campus is home to 50,000 students, faculty and staff. Unlike most workplaces that may shut down at 5:00pm, this campus operates 24 hours a day. This campus is the literal home of almost 10,000 residential students. We have more than 4,300 faculty members conducting $1.1 billion in research each year. Our researchers are solving the grand challenges of our day including finding solutions to climate change and getting the next design patent. In and through our work, we see the importance of providing excellence in customer service.  

No longer do facilities make up the background of higher education. Today, the “front door” of campus has become a significant part of the decision-making process for students, parents, faculty, and researchers. As a result, our customer service strategy is vital to develop and coordinate the talents of Facilities Management as we work toward becoming a customer-centered organization.