Success stories


Facility Management  ·  FAMA

Espacio UCM, FAMA’s integrated management platform for the Complutense University of Madrid, serves as an exemplary illustration of the potential for improvement that technology implementation, focused on enhancing interactions between people, processes, and spaces, holds for public administration and large organizations.

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.

«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».

Fernando Pescador, Director of the IT Governance Area of the Complutense University of Madrid (UCM)

The solution

The FAMA AFM solution, offered as "software as a service," served as the foundation for 'Espacio UCM.' This platform was designed to facilitate the gradual integration of various university services, providing significant flexibility to accommodate the unique requirements of each service.

To maximize productivity in utilizing the university's infrastructures, a web portal linked to the platform was developed. This portal enables users to efficiently register and monitor their requests in an agile and intuitive manner.

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».

Ángela García, FAMA General Manager

Requests during 2022
Tasks attended by technicians

Average users/day
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».

Fernando Pescador, Director of the IT Governance Area of the Complutense University of Madrid (UCM)

Key Achievements:


Reduction of Management and Response Times: Significant improvements in processing times and responses across all service levels.


Optimization of Technical Resources: Increased efficiency in technical resource utilization, leading to improved productivity among managers.


Efficient Workflow Application: Implementation of a streamlined workflow from users to support groups and back, ensuring compliance at each stage.


Promotion of Coordination/Collaboration Culture: Fostering a culture of coordination and collaboration among units involved in information maintenance through a centralized system.


Enhanced Security Measures: Implementation of robust security measures to safeguard sensitive information, preventing unauthorized access.

If you require a comprehensive technological solution for asset and user service management, FAMA is the leading facility management platform for businesses and institutions in Spain

Get more information