Customer Support & Workflow

• Triage calls, service requests and emails to ensure appropriate call referral and action
• Dispatch trade services, as appropriate
• Create, monitor and close service requests
• Oversee estimate requests for facilities work
• Administer and process key requests

How to Submit a Service Request

There are three methods:

• Website: www.cpp.edu/fpm. Click on the Services menu bar, select Services, select Service Requests. Fill out the Service Request Form online and submit. Please refer to these instructions to help navigate how to input an FP&M Service Request.
• Phone: (909) 869-3030
• Email: Submit request to fmcustomer@cpp.edu

What Happens After You Submit a Service Request?   

A work order will be generated within 24 hours (during normal business hours). Your request will be evaluated by the Customer Service Center and the Director of Facilities Operations & Maintenance. The request will be routed to the appropriate shop supervisor for scheduling. 

The team will determine whether the project is considered routine maintenance (non-billable) or a billable project request. Some projects may require planning and design, review and approval by the State Fire Marshal, Americans With Disabilities Act (ADA) accessibility review, plan approval and building permits, and final inspections. Allow time for these potential steps. Updates will be provided during the process.

If a department is planning a major renovation, it is best to begin budgeting and planning at least a year in advance. Contact the Customer Service Center to get started.

For a status update on any service request, call the Customer Service Center at Ext. 3030 or submit an inquiry to fmcustomer@cpp.edu .

For challenges or concerns with a request, contact the Customer Service Center for special assistance.

Maintaining the infrastructure, buildings, and grounds of Cal Poly Pomona is an enormous task. In addition to existing projects and planned maintenance, the service desk receives more than 11,000 work requests every year. In order to give appropriate attention to all requests, the Customer Service Center representatives assign each work order a priority level ranging from one to five based on the stated need for the work, the potential mission impact, the resources involved in completing the work, and the urgency of the request when compared to other requests. The priorities outlined serve as a guide on the appropriate response time:

Emergency

Imminent threat to life, property, security or environment. Emergencies receive immediate responses and are mitigated until a permanent repair can be made. Examples are an electrical power failure, an overflowing toilet, inoperable elevators, chemical odors, flooding and overflows, or broken windows that pose an imminent risk. These requests take precedence over other requests.

Urgent

A situation posing a threat of personal injury, equipment damage or serious disruption to university operations. Urgent requests will be responded to as soon as possible. If circumstances prevent an immediate response, then it will be addressed within 48 hours. Examples are malfunctioning heating and cooling systems, plumbing (continuously running toilets/faucets), graffiti, flickering office lights and problems affecting the security of facilities.

Routine

Normal maintenance or service that does not pose an immediate risk to facilities, systems, equipment or components. Examples are repairing or replacing door hardware; patching and repainting; checking, inspecting, servicing, and adjusting system components; pruning, trimming, mowing, and fertilizing grounds; repairing or replacing obsolete, worn, broken, missing or damaged ceiling tiles; and systems or components that don't immediately interfere with the university’s mission. 

Unplanned

Service interruptions that occur in the field when technicians are responding to planned or scheduled service requests or a technician identifies a repair that wasn’t scheduled but can be performed in 10 minutes or less. If the repair requires more than 10 minutes, the technician will create a service request as a scheduled service.

Scheduled

Normal maintenance or service that does not pose an immediate risk to facilities, systems, equipment, or components but must be scheduled for completion within 90 days of the request. Examples are projects, improvements or enhancements to existing infrastructure/equipment/assets, purchasing of parts are required.

Facilities Planning & Management funds the routine care and maintenance of state-owned buildings, grounds, and the campus road and utility infrastructure. 

Any improvements or maintenance of improvements due to change of use are performed on a recharge basis (billable). The cost recovery process, as required by the CSU, requires departments to pay for services that are not routine maintenance. Maintenance of non-state buildings are performed on a recharge basis (billable).

Office moves, building a wall, hanging pictures, or moving furniture are not routine maintenance and the requesting department will be charged. An account number will be required at the time of the request. The Customer Service Center (CSC) will process the request in compliance with university procedures. The CSC representative will advise of the following:

• When the work will be performed
• If some or all of the work will be contracted out, capital planning will assign a project manager to be the point of contact between the department and the approved contractor.