The client: Complutense University of Madrid (UCM)
The Complutense University of Madrid is the largest on-campus university in Spain and the third-largest in Europe, overseeing a vast expanse of more than 1,200,000 square meters. This extensive area encompasses the management of nearly 130 buildings, comprising faculties, halls of residence, outdoor spaces, and various centers across its three campuses. With a daily influx of just under 100,000 people, including students, faculty, and administrative staff, the university faces the substantial task of maintaining a diverse range of spaces and assets. For instance, a single UCM maintenance area may have to deal with more than 1,000 incidents annually.
In its continuous pursuit of improvement and to enhance the services supporting PDI/PAS staff and those responsible for building operations, the IT Governance Department at the Complutense University of Madrid (UCM) has committed to FAMA as a singular technology platform. This platform has been designed to progressively integrate all Facility Management processes involving people, spaces, or buildings, encompassing both automated and manual processes.
The challenge
«FAMA possesses a fundamental advantage: a human team entirely dedicated to a specialty, facility management. This dynamic, youthful, and proactive team takes the lead, adding value by proposing more than initially envisioned. They present innovative solutions and seamlessly adapt to the requirements we set for them».
The solution
Main functionalities:
- Real estate inventory.
- Integration with the UCM directory.
- Organizational structure and cost centers.
- Ongoing support.
- Access to suppliers (with visibility restrictions).
- Integration with SAP.
- Portal providing PDI/PAS staff with access for service requests.
«FAMA considers it crucial to complete the entire process loop, starting from the moment a user logs an incident, through the manager ordering the necessary work, to the supplier executing it for resolution. This approach ensures that the knowledge generated by the platform is effectively utilized for decision-making and predictions, taking into account factors such as response times and the frequency and type of incidents».
Results
Streamlining the global management of processes related to the University's facility maintenance with real-time information.
Enhancing the condition of facilities through the automated generation of internal technical-legal and preventive maintenance programs.
Facilitating decision-making on operational budgets and financial performance by providing information on costs associated with maintenance and construction processes for each building.
Standardizing workflows associated with construction projects and linking them to the necessary documentation in each phase.
Integrating plans with the alphanumeric database to automatically provide information on space usage, maintenance costs per square meter, or asset location on the plan.
Maintaining a property inventory of the University's real estate assets in compliance with regulations, creating an active repository of information (property data, rights, cadastral data, etc.) accessible for information requests by university staff.
Optimizing office supplies management across all University centers through automatic stock updates and delivery control with delivery notes.
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Requests during 2022
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Tasks attended by technicians
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Average users/day
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Registered users
«The fact that FAMA prioritized activity and space management, coupled with its extensive experience in Spanish public organizations, allowed us to communicate effectively. FAMA understood the challenges faced by other clients and had a wealth of configuration options to meet the specific needs we had at UCM».
Key Achievements:
