Managing maintenance requests on the move
Accessibility was another key reason that Chester Zoo chose ShireSystem.
As the software is cloud-based, facilities management staff can use it on desktop computer, laptop, tablet and smartphone, to check and update information wherever they are. Team members can even make requests and assign tasks when working remotely – increasing productivity and shortening response times.
ShireSystem’s Mobile Pro app has proved particularly useful, as there are parts of the zoo with limited signal. Staff can use the mobile app offline, synchronising data when they return to an area with Wi-Fi or 4G reception. This is helping the facilities management team to increase workflow; a recent FMI report revealed that using mobile site management systems like ShireSystem can increase productivity by up to 40%.
“With ShireSystem, we can send work requests straight to our engineers’ smartphones so they can pick up jobs instantly. And they can see other live tasks in that area of the zoo, so they can complete two or three jobs in one burst rather than having to tackle tasks one at a time.”
Tracking performance through facilities management KPIs
While Chester Zoo’s initial aim has been to unify its maintenance operation, there are bigger goals for ShireSystem now maintenance staff have embedded the software in their business.
The next objective is to better use the software’s management KPIs and reporting feature to benchmark and measure performance. Tracking metrics such as response times and first fix rates, to acknowledge all work requests within two days and complete them within five.
KPI tracking will also help to plan resources; targeting areas of the organisation that require the most upkeep – such as the site’s offices and restaurants – and creating more robust cases for investing in new assets and skilled staff.
“With ShireSystem, we can analyse workload against our current capacity and use that data to build a case for increasing maintenance resources.”
The facilities management team are already reporting key statistics internally. The longer-term aim is to create quarterly reports for the team of directors, and to give other staff across the site the capacity to check essential metrics.
Coming soon to a zoo near you?
It’s still early days for Chester Zoo, but already ShireSystem has improved work request management and given the facilities management team visibility over their full scope of work.
Staff are so impressed by how well ShireSystem supports the zoo environment that they have recommended the software to several other UK conservation zoos.
While further zoos consider ShireSystem, Chester Zoo is focusing on next steps: deepening their online asset registry to component level, to capture more information on the condition of all equipment. And launching an online documentation manager for storing manuals, risk assessments and other important equipment information digitally, to make engineers’ jobs easier.
“We want every engineer to have the information they need in the palm of their hands. It doesn’t matter who is picking up that job, they have all the details they need to get on with it. One stop for everything, accessible to everyone. That’s our goal.”
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