1. Reformed Work Order System for University Housing
To Promote Effective Communication
John Dias
10 March 2013

2. Reform of the work order system for effective communication 2
Table of Contents
List of Illustrations ……………………………………………………………………..…….… 3
Executive Summary …………………………………………………………………………….4
Proposed Solution………………………………………………………………………..4
Potential Problems……………………………………………………………………….4
Introduction....…………………………………………………………………………………...5
Audience……………..……………………………………………………………………………6
Proposed Solution……………………………………………………………………….……….7
Cost…………………………………………………….………………………………………... 9
Potential Problems……………………..……………………………………………………….10

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List of Illustrations
Figure 1- Sample of original bed height adjustment work order…………………………….Pg. 8

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Executive Summary
This proposal addresses issues with the University of Central Florida’s housing
management for on-campus housing and off-campus affiliated apartments. Written requests,
called “work orders,” are submitted by students in order to have certain services completed. The
current system experiences problems with timely response, organized documentation, and at
times, receiving a response at all. My research found that 60% of the student population submits
at least one work order in the fall semester of the academic year.
Proposed Solution
The solution is a reform of the work order documentation process. This will not only
ensure that each work order is accounted for and processed in a timely manner, but will make
carrying out the tasks easier to prioritize and execute. The proposed solution requires a new web-
based system with an updated work order form, updated protocol, and the purchase of a student-
only computer.
Potential Problems
Potential issues are addressed as well. Lost work orders will be avoided by the new
protocol and a purchase of a student computer in each community center. Online databases will
be backed up to another location twice a day to avoid technical malfunctions in the event of a
database failure.

5. Reform of the work order system for effective communication 5
Introduction
This proposal concerns the current system for student housing maintenance and student
management. Housing complexes for the University of Central Florida—from on-campus
communities to off-campus affiliated apartments—currently use a system of written requests for
services and replacements. Theserequests are called “work orders,” and are submitted by the
students as the needs arise. The nature of these requests varies from replacing the fire
extinguisher in the wall mount to broken appliances; however the higher levels of emergencies
are called in rather than being submitted through a work order.
The current system has experienced multiple issues that are formally addressed in this
report. Students submit work orders and wait unnecessary periods of time, submit multiple
copies of the same request, and at times the work orders go completely unattended. The current
system is a hybrid of physical and electronic documentation, and many of the issues are related
to documentation issues. A particular issue that occurred at the complex at Lake Claire as a result
of an unattended work order was a fire. We interviewed Chris Jones and he told us that he had
experienced a fire in his apartment do to the no response he received from a work order.
According to him, the work order was submitted to the office three times and received no
response from the office. When the fire occurred he was injured during the incident. He stated
that the office said that, he himself would have to pay for the damages caused by the fire because
they had no records of a work order submitted by anyone in his apartment.

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The new solution is almost entirely web-based, with updates for Central Florida’s
employees. The role of the new protocol and importance of the rule is outlined and discussed.
Hard-copy work orders will be eliminated entirely, and replaced with forms stored on an online
database.
Audience
This problem concerns not only housing management, but students as well. Management
starts with the UCF Housing and Residence Life department; this then leads to on-campus and
off-campus housing management. The on-campus communities include those of Lake Claire, the
Towers, Hercules, Nike, Libra, and the Neptune community. This simple change to the business-
as-usual routine is pertinent to the head of the entire department, to individual community
managers and assistant mangers, and all the way down to student Resident Assistants.
Affiliated off-campus housing is growing and becoming more and more popular, so those
responsible for their management are facing a growing workload. Older apartments, such as
Knights Circle, have just been renovated; newer apartments, like Pointe Central, are being
expanded as well. Currently at Lake Claire this is not being done. Seeing as the off-campus
housing communities are renovating, you would hope that the University foresees the need for a
renovated system to keep the apartments running smoothly and the students safe. In the same
way that it applies to all administration involved in on-campus housing, this small change applies
to all those employed by the off-campus housing department.
The students, current and future, who are going to be living with this new system, would
benefit most from this. They would live in an environment that is less problematic. As a result

7. Reform of the work order system for effective communication 7
the students would find it easier to focus on their academics while residing on campus their home
away from home.
Proposed Solution
When it comes to submitting the work order, the student has a few options. If the student
decides to submit the request in person, he or she will go to the community center of the
particular community he or she is residing in. In the center, the student may fill out a hard-copy
work order, which is to be immediately transposed in to the digital system on the office
computer. The on-call office employee will be required to immediately submit the request to the
online database, and the student will dictate the details of the request to the employee. If the
community center has the available funds, purchasing an extra computer for student use can
simplify this process further. Students can submit the order online themselves, and receive
further instruction or ask questions of the office employee. If a student chooses to personally
submit an order online, the student will simply follow the provided instructions after locating the
online database.
The current system is split in to three major categories: bed height adjustment,
miscellaneous, and emergencies. Bed height adjustment forms have a unique link and form for
online submission, and a sample is given in Figure 1. When it comes to other requests, that do
not include bed adjustments or emergencies, they are made by using the online company
“Sproket,” work order system. This website allows the student to track the status of the work
order, but also requires registration with the system. The new system will work in a similar way,
but instead of creating an account for a separate system, the new system will be part of the UCF

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website, and students will use their NID and NID password. Emergencies will still be addressed
using the emergency number 407-823-5223.
Figure 1- Sample of original bed height adjustment work order
In the event that the student communicates the request with his or her RA(Resident
Assistant) , the RA will be faced with four options: the RA can immediately submit the work
order online with the student, on any available computer; the RA and student can schedule a
meeting to submit the order together; the RA can advise the student to personally submit the

9. Reform of the work order system for effective communication 9
order either in the office or online; or the RA can submit the order himself. The last option is not
recommended, and is meant for unique, unforeseeable circumstances.
Each student will receive confirmation upon submission of the particular request. The
new work order will require an email address, preferably Knight Mail, but it may be any valid
address. A confirmation email will be sent to the student, similar to a confirmation email sent
after an online purchase is made. When entered in to the online system, each request will
automatically be given a code number. This number will be included in the confirmation email
so the student can track the status of his or her work order, or retrieve the record at any
time.Each email will include a link to an online satisfaction survey that is optional, but
encouraged. Students will also be advised to keep personal records. This advisory will be stated
in the housing agreement, by the Resident Assistant, any office employee, and in print at the
bottom of each online work order.
Upon completion, employees will submit a completion form. When entered in to the
database, the form will automatically be given the same tracking number as the original request
and attached to the file. The form will include: the address of the request; nature of the request;
name of the employee assigned; name of the student and PID number; information on any
outside work groups hired, involved or consulted; date and time of completion; and any
additional notes. The completion form will be stored in the database and emailed to the student
for personal records.
If the work order involves public state, county, or university officials, an additional
section is completed. This section will include: name and/or authority of the group (such as the

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Orange County Fire Department or UCF Police); duties performed; and any other relevant
information.
Cost
The cost for this project is fairly low. Management is faced with two options, both of
them involving a one-time cost. Both options require a web designer; the variable is the purchase
of a laptop exclusively for student-use in the community center. The advantage of purchasing a
laptop is convenience. If students choose to submit a work order in person at the community
center, the on-call employee would not be responsible for the transference of the request to the
digital database. Instead of the student dictating, or filling out a hard-copy and accepting the
small risk, that protocol would not be followed and the hard-copy would never be transferred, the
student would submit the request himself. The web page would perpetually be open on the
student computer, and the student computer would be positioned on the counter in a place that
allows easy access but a sturdy and safe support. The office employee would provide any
assistance necessary to the student—such as answering a question about the urgency hierarchy.
Purchasing a student laptop would be the best way to insure that no work orders are lost in the
future. Because the laptop would not require advanced processing power or screen quality, the
cost would be fairly low. Laptops range from $200 to $1,499 or more (Laptop Prices). The
university would only need the basic new laptop, which is relatively low in cost.
Web designers charge differently, and it depends on the job. Simple jobs can have a flat
rate, while more complex jobs or personal preference requires an hourly rate. According to
odesk.com, which has more than 11,500 web designers available, the rate ranges from $10 per

11. Reform of the work order system for effective communication 11
hour to $30 per hour (Web Contractors Matches). The largest variable in estimating a future cost
is the amount of time the new interface will require. While it is impossible to give a solid
prediction, the new system is fairly simple, and would likely not involve any more than 40 hours
of work. This would result in a maximum of $1,200 dollars.
The University of Central Florida’s online Office of Student Financial Assistance reports
that for the in-state undergraduate student attending the 2012-2013 school years, the average cost
is $15,106; room and board accounts for $9,300 of that $15,106. The income of a single student
covers the highest projected cost of this solution more than four times. Buying a student user-
access computer will save hassle and is of minimal cost to the university.
Potential Problems
One possible issue in the new system is the failure to transfer a hard-copy work order in
to the digital database. This problem is the purpose of the amendment in employee protocol,
which each employee is briefed in after training begins. New employees and future
administrative officials will be well aware of the system, while existing employees will be
expected to integrate the new policy effectively. The possibility of an office employee working
at the time of a submission is minimized with the practice. Assuming the protocol is followed the
way it is written, this issue will be avoided.
Resident Assistants are responsible for monitoring students and solving lower level
problems within the assigned community. Resident Assistants will be informed of the protocol as
well, with some additions to address unique work situations. Shortly after move-in, RAs
schedule individual appointments with each apartment (or room with paired students, if in a

12. Reform of the work order system for effective communication 12
traditional campus dormitory) to perform what is referred to as the “roommate agreement.” In
this procedure, the RA serves as a mediator for the roommates, and documents the agreements
made during the discussion. The nature of the discussion ranges from emergency contacts to who
is responsible for taking out the trash and washing the dishes and is recorded in writing. At the
end of the agreement, the document is separated in to two documents, with a copy for the
students and a copy for the RA. Before hearing any last concerns, the RA will discuss the work
order system with the new students. The RA will remind the students of the expectations of
them stated in the housing agreement, and will restate the role of the RA in the work order
system, while stating other responsibilities the RA performs for the students.
Another possible issue is a technological failure, a common occurrence in the
technology-dependent professional world. Similar to the system larger organizations use, as well
as the various software backup services available for subscription to students and working adults,
the housing community’s office will back up the information to a separate database. This can be
done automatically by computers, and will avoid possible issues with the loss of documentation
given an emergency or network failure.
Even with the risk of potential problems, the quality of the communication between
students and maintenance will ensure that all problems will be addressed in a timely manner.
Effective communication can make the difference between a flawed process and an efficient one.

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Works Cited
Jones, Chris. Personal interview. 4 Mar. 2013
"Laptop Prices." Nextag. Nextag Incorporated, 1999. Web. 1 Nov. 2012.
<http://www.nextag.com/laptops-prices/stores-html?nxtg=25a40a280d01-
3E6C90D52F849CB9>.
"Sprocket." Sprocket. N.p., n.d. Web. 1 Nov. 2012.
<http://www.sprocket.ucf.edu/NewWorkRequest.aspx>.
"Student Financial Assistance, UCF." Student Financial Assistance, UCF.N.p., n.d. Web. 13
Nov. 2012. <http://finaid.ucf.edu/applying/app_costs.html>.