Work Order Management System

The Vendor is required to provide a modern software solution to replace its existing integrated work management system (IWMS), with a platform that meets the needs of a large, research-intensive university.
- The new system must support core facilities functions such as work order management (both corrective and preventive), asset and inventory tracking, labor scheduling, costing, and advanced reporting. 
- Mobile accessibility is essential to reduce manual processes and improve field operations.
- The system will also serve as the primary interface for the broader university community to submit service requests, check work status, and ensure transparent billing.
- The initial implementation will include system setup, data migration from the existing IWMS system, integration with financial systems and Azure SSO, and comprehensive staff training.
- This platform will support corrective and preventive maintenance, asset management, and robust reporting and dashboard capabilities.
- Current strategic priorities include enhancing customer service, streamlining service intake, and improving service delivery through a combination of in-house expertise and contracted services.
- Collectively, these areas are responsible for the monitoring of all building systems, maintenance, building upgrades, logistics support and caretaking service for all campus facilities, roads, and grounds.
- A central component of our current workflow is the Customer Service Desk, which plays a vital role in triaging requests submitted through various channels, including the current IWMS, email, and phone.
- While the current IWMS has supported many of our operational needs, several aspects of the current workflow remain manual. For example, work orders are often printed and physically distributed for assignment, and completed forms are returned for manual entry of timesheet data.
- Preventative maintenance is currently managed through a separate system (PMC), with the exception of the area campus, which utilizes the IWMS for this purpose.
- The system’s asset management module is in use, and we recognize the importance of continuing to support and expand this functionality. However, inventory management is not currently utilized, and this represents an area for potential growth in a future solution.
- While some standard reports are in use, we are actively developing Power BI dashboards to provide managers with more actionable insights.
- A future solution should offer robust, user-friendly reporting tools and dashboards.
- Summary of Challenges and Future Needs
•    Improved Usability: We are seeking a solution with an intuitive and efficient user interface that reduces the number of steps required for common tasks and supports features like deep linking or bookmarking for quick navigation.
•    Streamlined Administration: The ideal platform should simplify system configuration and management, making it easier to understand, implement, and assess changes without extensive reliance on documentation or support.
•    Accessible Reporting: We require user-friendly tools for generating and customizing reports and dashboards, enabling broader access to data insights without technical barriers.
•    Enhanced Performance: System responsiveness is a priority. We are looking for a solution that minimizes delays and supports efficient navigation, even under high usage.
•    Simplified Version Management: A deployment model that reduces the burden of version updates and ensures consistent documentation and functionality across environments is preferred.
•    Full Workflow Digitization: We aim to eliminate manual steps by adopting a platform that supports robust mobile access, streamlined interfaces, and reliable performance.
•    Transparent Communication: The solution should provide automated, timely updates to requestors, improving visibility into the status of their submissions.
•    Modern Mobile Experience: A mobile application that meets current usability standards and performs reliably is essential for supporting users in the field.
- Technical and Integration Risks
•    Integration with existing institutional systems (e.g., identity management, financial systems) may require significant effort.
•    Data migration from the legacy system presents potential challenges for accuracy, completeness, and mapping.
•    System configuration and customization may be more extensive than initially anticipated.
•    Security and compliance requirements must be fully met and aligned with institutional policies.
- Change Management and Adoption Risks
•    Ensuring strong user adoption will be critical to project success; effective change management and communication are key.
•    Transitioning away from the current platform may require workflow changes for other departments.
•    Sufficient training time and resources will be needed to onboard users successfully.
•    A paperless system will require the acquisition of phones / tablets for each technician or the use of worker-owned devices, the cost and logistics of which have not been identified.
- The selected solution must align with the industry’s best practices in facilities management. Core capabilities must include:
•    Work order creation, triage, and assignment
•    Preventive maintenance planning and execution
•    Asset tracking and lifecycle management
•    Labor and material costing
•    Labor assignment and scheduling
•    KPI tracking and performance reporting
•    Configurable dashboards and visual reporting tools
•    Integration capabilities, including support for SSO Authentication, Banner, and other database on-premises and SaaS-based solutions
•    Authorization, Role-Based Access Controls for managing user access
•    Administrative tools that support self-sufficiency and ease of configuration
- Outcomes:
•    Enhanced Reporting & Data Insights: Provide comprehensive reporting and data analysis capabilities, including historical tracking, trends, and cost analysis, to support better decision-making. 
•    Streamlined Processes & Workflow Automation: Reduce manual work, improve communication, and optimize operational efficiency through automation and process improvements.
•    Optimized User Experience: Create an intuitive and user-friendly interface with streamlined processes, easy access to information, and minimal manual effort for both employees and clients.
•    Improved Data Accuracy & Standardization: Ensure consistency and accuracy in data entry through standardized coding, required fields, and validation checks to reduce errors and improve reliability.
•    Seamless System Integrations: Support interoperability with other key systems, allowing for data sharing, automated workflows, and enhanced functionality.
•    Real-time Work Tracking & Planning: Provide visibility into work order status, improve scheduling, and enhance forecasting for better workflow management.
•    Efficient Inventory & Resource Management: Enable efficient tracking of assets, materials, and costs to optimize resource allocation, minimize waste, and enhance inventory and asset management throughout the asset lifecycle.
•    Reduced operating costs: Reduce operating costs through optimized resource management, automation, and improved process efficiency.
- Budget: $50,000 and $150,000.

- Contract Period/Term: 3 years