University of Illinois Facilities and Services

1. Maintain F&S communications methods spreadsheet to assist in audience analysis.
KPI Increase website page views by 2%.
2. Develop a stakeholder list during the initial phase of each project or initiative.
3. Promote stakeholder involvement on F&S, campus, and community teams/ committees.
KPI Promote participation on all committees, including search committees.

1. Develop and track supplier diversity spend goals expressed as a percentage.
KPI Increase the percentage; set annual goal.
2. Attract and recruit Business Enterprise Program (BEP)/Minority and Female Business Enterprises (MAFBE) vendors.
KPI Host at least one supplier diversity fair annually.
3. Advertise BEP/MAFBE vendors internally and externally.
4. Explore expanded procurement opportunities for BEP/MAFBE vendors. Reduce barriers to participation.
KPI Increase percentage at each Request for Proposal.
5. Develop targeted programs for BEP/MAFBE vendors to bid projects.
6. Provide best practices training for staff on supplier diversity.

1. Educate vendors on doing business with F&S.
KPI Host at least one event annually open to all vendors.
2. Hold lessons-learned meetings with vendors.
3. Communicate regularly with the East Central Illinois Building & Construction Trades Council.
KPI Conduct at least 10 events annually.

1. Collect customer feedback through various channels.
2. Create a central repository for customer complaints and resolutions.
KPI Create a repository by June 2021.

1. Maintain open channels of customer communication.
2. Reach out to campus leadership.
KPI Create strategic communications for the deans twice annually.
3. Publish a recurring events calendar.
4. Standardize project management communication.
5. Regularly update the F&S website.
6. Utilize social media communication options.
7. Hold periodic customer meetings with campus units.
KPI Divisions will host customer meetings at least once annually.
8. Coordinate messaging about F&S-managed campus initiatives through the Customer Relations & Communications department.
KPI Provide guidelines by September 2019.
9. Use various communication channels to market university initiatives managed by F&S.

1. Collaborate with local agencies to implement green stormwater infrastructure on campus.
2. Meet federal public outreach guidelines for stormwater pollution control.
3. Collaborate with the Grainger College of Engineering on the annual Engineering Open House.
4. Work with students and community partners to promote biking.
5. Support and promote the Champaign County Sustainability Network (CCNet).
KPI Participate in at least two CCNet events annually.
6. Partner with University of Illinois Extension for campus projects.
KPI Increase number of projects in 2019.

1. Standardize communication for service levels.
KPI Communicate service level agreements at least annually.
2. Communicate revised cleaning service levels.
3. Share results of building service inspections with stakeholders and customers.
KPI Publish building specific information on the website by 2021.