Fall 2013 Facilities and Services Customer Satisfaction ...facilities.nmsu.edu/wp-content/uploads/sites/57/2013/11/FS-Survey... · Fall 2013 Facilities and Services Customer Satisfaction

Fall 2013 Facilities and Services

Customer Satisfaction Survey Results

New Mexico State University – Las Cruces

Danielle Deng Office of Institutional Analysis

Fall 2013: Facilities & Services Customer Satisfaction Survey Results

Office of Institutional Analysis Page 1

Table of Contents

About This Survey: ......................................................................................................................................................... 2

General Response Rates and Summary of Results: ....................................................................................................... 2

Figure 1: Comment Themes ...................................................................................................................................... 2

Section 1: General Satisfaction Scale ............................................................................................................................. 3

Table 1: General Satisfaction with Facilities and Services, Respondent Percentages .......................................... 3

Table 2: Buildings with a "Dissatisfied" or “Very Dissatisfied" Rating .................................................................. 4

Section 2: Primary Building ............................................................................................................................................ 4

Table 3: Number of Responses by Building Affiliation .......................................................................................... 5

Section 3: Custodial Care ............................................................................................................................................... 6

Table 4: Satisfaction with Facilities and Services Custodial Services, Respondent Percentages .......................... 7

Section 4: Building and Environment ............................................................................................................................ 8

Table 5: Satisfaction with Facilities and Services Building Environmental and Utilities Services, Respondent Percentages .......................................................................................................................................................... 8

Figure 2: Satisfaction with the Effectiveness of Energy Conservation ...................................................................... 9

Section 5: Grounds Services .......................................................................................................................................... 9

Table 6: Satisfaction with Facilities and Services Ground Services, Respondent Percentages ........................... 10

Section 6: Office of Sustainability ................................................................................................................................ 10

Table 7: Satisfaction with the Office of Sustainability, Respondent Percentages .............................................. 11

Section 7: Project Development .................................................................................................................................. 11

Table 8: Satisfaction with Facilities and Services Special Projects and Engineering Services, Respondent Percentages ........................................................................................................................................................ 12

Section 8: Facilities and Services Administrative Services ........................................................................................... 13

Table 9: Satisfaction with Facilities and Services Administrative Service Areas, Respondent Percentages ....... 13

Section 9: Environmental Health and Safety ............................................................................................................... 13

Table 10: Satisfaction with Environmental Health and Safety (EHS), Respondent Percentages ........................ 14

Section 10: NMSU Fire Department ............................................................................................................................ 14

Table 11: Satisfaction with NMSU Fire Department, Respondent Percentages ................................................. 14

Section 11: Final Question and Comments .................................................................................................................. 15

Figure 3: Comment Word-Cloud ............................................................................................................................. 15

Appendices Appendix A: Comments by Comment Category Appendix B: Comments by Building Affiliation



About This Survey: New Mexico State University's (NMSU) Facilities and Services Office (FS) worked with the Office of Institutional Analysis (OIA) to administer the FS Customer Satisfaction Survey. The original survey was designed according to specifications of a Facilities and Services audit and standards set by APPA, the facilities professional organization to which NMSU belongs. The 2013 survey focused on the same questions as in the prior year but added a "neutral" rating to the Likert scale questions. The survey also added new functional areas about the NMSU Fire Department and the Office of Sustainability.

General Response Rates and Summary of Results: For Fall 2013, 484 total responses were received. This was a slight increase from the 452 responses received for the Fall 2012 survey. Each section of the survey received a different number of responses as few respondents completed the questions for the entire survey. Although overall there were more individual responses to this survey than for last year’s survey, there were fewer responses for each section in this year’s survey.

Approximately 160 respondents provided comments in the last question in the survey regarding the work provided by FS. The comments were categorized into seven themes (Figure 1). All comments are summarized by Comment Category in Appendix A and by Building Affiliation in Appendix B.

Figure 1: Comment Themes

14%

26%

13% 12%

20%

0.5% 15%

Facilities & Services Customer Satisfaction Survey - Fall 2013 Comment Themes

Building

Custodial Care

Grounds Services

Overall

Administrative Services and ProjectDevelopment

Survey Instrument

Sustainbility



Section 1: General Satisfaction Scale "How would you rate your overall satisfaction level with the work you have seen completed by the Facilities and Services in the last twelve (12) months?"

Respondents indicated they were satisfied with FS services; about 70% of respondents indicated they were either satisfied or very satisfied with the service they had received (Table 1). This was a substantial increase from the prior year's survey (45%, Fall 2012). However, more than 17% of respondents were dissatisfied overall. This percentage was also much higher than in 2012 (8%). Around 13% of respondents chose "Neutral."

Respondents from twenty-five buildings submitted the overall “Dissatisfied” or "Very Dissatisfied” ratings. Although most buildings had one or two negative ratings, four respondents from Regents Row rated their general satisfaction as "Dissatisfied" or "Very Dissatisfied." Engineering Complex I and Milton Hall each had three respondents submit "Dissatisfied" or "Very Dissatisfied" ratings (Table 2).

Twenty-three (12%) comments referred to general FS services. Sixteen of these comments were positive indicating "FS did an outstanding job overall." Some comments suggested providing better equipment and transportation for FS staff, especially the movers who are constantly on-demand. Other respondents felt communication with FS was an issue. They suggested FS represent itself as one unit instead of "a conglomeration of several departments."

"Generally, I am very pleased with the professionalism and customer service of OFS employees. Many folks admire how well our campus looks and many believe it to be an oasis

in the desert. Keep up the good work."

Table 1: General Satisfaction with Facilities and Services, Respondent Percentages

Overall Satisfaction %

Very Dissatisfied 15 5.7% Dissatisfied 31 11.7% Neutral 34 12.9% Satisfied 92 34.8% Very Satisfied 92 34.8%

Very Dissatisfied Dissatisfied Neutral Satisfied Very SatisfiedOverall Satisfaction 15 31 34 92 92

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Facilities & Services Customer Satisfaction Survey - Fall 2013 Overall Satisfaction with Facilities & Services



Table 2: Buildings with a "Dissatisfied" or “Very Dissatisfied" Rating Buildings with a Dissatisfied or Very Dissatisfied Rating

Anderson Hall (PSL) 1 Astronomy Building 1 Branson Library 2 Breland Hall 1 Business Complex Building 1 Campus Police/Ag Institute 1 Chemistry Building 2 Clara Belle Williams Hall 1 Computer Center 2 Corbett Center 1 Ed and Harold Foreman Engineering Complex 1 Engineering Complex I 3 Facilities and Services Office 1 Gardiner Hall 1 Gerald Thomas Hall 1 Guthrie Hall 1 Health and Social Services Building 2 Jett Hall 2 Milton Hall 3 Natatorium 1 O'Donnell Hall 2 Regents Row 4 Skeen Hall 2 Stan Fulton Center 1 Student Health Center 1

Section 2: Primary Building "In order to better meet your facilities service needs, it is important that we be able to evaluate responses to see which areas of campus may need special attention. With this in mind, please choose your primary building on NMSU from the following drop-down list."

Over 60 buildings/areas are represented in the survey responses. Hadley Hall, Gerald Thomas Hall, and Educational Services Center had the highest building affiliation totals with 27, 21, and 20 responses respectively (Table 3).



Table 3: Number of Responses by Building Affiliation Number of Responses by Building Affiliation Building Response Academic Research A, B, C 19 Agricultural Science Center at Alcalde 1 Alumni & Visitors Center 2 Anderson Hall (PSL) 10 Astronomy Building 5 Barnes & Noble 3 Biology Annex 1 Branson Library 11 Breland Hall 9 Business Complex Building 7 Campus Police/Ag Institute 1 Cervantes Village, Bldg A (Children's Village) 1 Chemistry Building 8 Clara Belle Williams Hall 2 Community Colleges 1 Computer Center 7 Corbett Center 7 Dan W. Williams Hall 1 Dove Hall 2 Ed and Harold Foreman Engineering Complex 6 Educational Services Center 20 Engineering Complex I 6 Facilities and Services Motor Pool 1 Facilities and Services Office 9 Facilities and Services Recycling Center 1 Foster Hall 5 Garcia Annex 8 Gardiner Hall 4 Genesis Center C 1 Genesis Center Office 2 Gerald Thomas Hall 21 Goddard Hall 4 Guthrie Hall 6 Hadley Hall 27 Hardman Hall 1 Health and Social Services Building 12 Herschel Zohn Theatre 1 Jacobs Hall 1



Number of Responses by Building Affiliation (cont) James B. Delamater Activity Center 5 Jett Hall 6 John Whitlock Hernandez Hall 1 Jornada USDA Exp. Range HQ (Wooten Hall) 2 Knox Hall 4 Milton Hall 13 Music Building 3 Natatorium 2 Neale Hall 1 New Mexico Dept. of Agriculture 8 O’Donnell Hall 8 Regents Row 15 Rentfrow Gym 2 Science Hall 8 Skeen Hall 18 Small Animal Research Lab 1 Speech Building 3 Stan Fulton Center 3 Stucky Hall 1 Student Health Center 2 Sugerman Space Grant Building 2 Tejada Building, Extension Annex 1 Thomas & Brown Hall 1 Track Restroom 1 Walden Hall 1 Wells Hall 1 William B. Conroy Honors Center 2 Zuhl Library 4

Section 3: Custodial Care "Facilities and Services provides basic cleaning, recycling, and routine pest control services for Instruction and General Buildings on the Las Cruces Campus. This is done according to a published schedule on the FS website. Please rate your level of satisfaction with the following custodial care areas as they pertain to the building you identified as your primary building."

For the custodial care areas specified, more than 76% of respondents indicated they were satisfied or very satisfied with FS custodial services (Table 4). More than 75% of respondents were satisfied or very satisfied with the overall quality of custodial services; and 67% indicated they were very satisfied with the courtesy of the custodial staff. The frequency of custodial services was of concern to nearly one out of every five respondents. Comments suggested that vacuuming, trash pickup, and dusting frequency



needed improvement. Cleanliness of restrooms was the second area of concern with eleven percent of respondents dissatisfied with restroom cleanliness and nearly 5% very dissatisfied. This varies by building; comments suggest that restrooms in Milton Hall, the Chemistry Building and Regents Row need more attention. There were suggestions to have the restrooms cleaned first thing in the morning so they are ready for each day’s visitors. Respondents were more satisfied with the cleanliness of public areas than with the cleanliness of offices and classrooms. The comments implied that personal office space needs to be vacuumed and dusted.

Jett Hall, Health and Social Services, Business Complex and the Chemistry building were mentioned in several comments as needing more custodial care. Branson Library and the Conroy Honors Center would like to have their windows washed.

More than 41% of respondents were satisfied with the effectiveness of the recycling program and an additional 21% were very satisfied. However, nearly 22% were neutral on this question, much higher than the other questions in this section.

Fifty-two (26%) comments referred to Custodial Services. Several comments singled out employees and buildings where custodians perform above expectations. Some comments noted improvements in Custodial Services since last year. Other comments specified areas in need of more attention from Custodial Services. The range of comments indicates a wide variation in opinion by building.

"The custodial staff in our building is very efficient. We are very pleased with their work."

"The floors are not frequently swept in the old section of the Chemistry building...some lab rooms are infrequently swept or mopped."

Table 4: Satisfaction with Facilities and Services Custodial Services, Respondent Percentages

Very

Satisfied Satisfied Neutral Dissatisfied Very

Dissatisfied # of

Responses Cleanliness of public areas (entryways, lobbies, lounges, etc.)

37.8% 38.4% 10.8% 10.3% 2.7% 370

Cleanliness of restrooms 35.8% 37.6% 10.5% 11.3% 4.8% 372

Cleanliness of offices and classrooms 30.7% 38.1% 16.0% 11.3% 3.9% 362

Courtesy of custodial staff 66.7% 24.1% 6.0% 2.4% 0.8% 369

Frequency of custodial services 35.9% 34.0% 13.3% 12.8% 4.1% 368

Overall quality of custodial services 38.6% 36.7% 11.1% 9.8% 3.8% 368

Sustainability Please rate the effectiveness of the Recycling program. 21.3% 41.5% 21.7% 11.9% 3.6% 253



Section 4: Building and Environment "Facilities and Services strives to maintain a comfortable and functional environment for all members of the NMSU community. Please rate your level of satisfaction with the following building and environmental utilities areas of the building you identified as your primary building."

Respondents were satisfied, although not always very satisfied, with the building and environment services provided by FS (Table 5). Approximately 30% of respondents indicated they were very satisfied with the reliability of utilities in their building, and nearly 50% were satisfied with the lighting. When respondents indicated dissatisfaction with an area, it was usually related to temperature. About 27% of respondents were dissatisfied or very dissatisfied with the temperature in their buildings, especially in Branson Library, Educational Services Center, Garcia Annex, Gerald Thomas Hall, Health and Social Services Building, and Science Hall. Although about 30% of respondents were neutral with regard to handicap access, more than 15% of respondents were dissatisfied or very dissatisfied with handicap access. More signage and repair or additional accommodations for handicap access were suggested.

Of the nearly 200 responses to the question on the effectiveness of energy conservation, nearly a third were dissatisfied to very dissatisfied. However, there were more respondents who said they were very satisfied than there were respondents who were very dissatisfied (Figure 2).

Twenty-eight (14%) comments referred to the building, rooms and environment. Repair requests were mentioned for seven buildings: Ed and Harold Foreman Engineering Complex, Garcia Annex, Gerald Thomas Hall, Goddard Hall, Health and Social Services Building, Milton Hall, and Natatorium. Eight respondents were dissatisfied with the uncomfortable temperature in their buildings. Issues with accessibility include the need for more signage, the need for more handicap accesses, and the need for re-evaluating the key policy. EHS was singled out for excellent service but some respondents suggested improving the EHS website.

"...we have not had reliable temperature control in our office--we have no windows that we can open and sometimes the temperatures are not conducive for working."

Table 5: Satisfaction with Facilities and Services Building Environmental and Utilities Services, Respondent Percentages

Very


Dissatisfied # of

Responses Temperature 15.2% 40.9% 17.4% 22.9% 3.6% 362 Lighting (Is it adequate for the task?) 27.3% 49.2% 12.4% 9.1% 1.9% 362

Handicap access 22.2% 36.4% 29.2% 9.4% 2.8% 360 Reliability of utilities (electrical power, heating, cooling, meet our needs and have minimal interruptions)

29.7% 46.4% 15.0% 7.5% 1.4% 360



Figure 2: Satisfaction with the Effectiveness of Energy Conservation

Section 5: Grounds Services "Facilities and Services provides landscape and grounds maintenance, exterior trash receptacle management and concrete and asphalt maintenance. In addition, Facilities and Services maintains the walkways and roadways around campus and is responsible for the care of lawns, trees, and shrubs. Facilities and Services is also founded to maintain campus drainage systems. Please rate your level of satisfaction with the following areas as they relate to Facilities and Services grounds maintenance in your area of the university."

As reported in past surveys, the Grounds Staff are very courteous. Almost 50% of respondents were very satisfied with the courtesy of the Grounds Staff and another 37% were satisfied (Table 7). Approximately three out of every four respondents were satisfied or very satisfied with the overall quality of Grounds Services, the maintenance of grounds and the quality of the landscape design and maintenance. Respondents were less satisfied with litter management as nearly 14% were dissatisfied to very dissatisfied; however, there were few specific comments regarding littered areas. Although many respondents were neutral on the topic, the quality of pest control had the lowest level of satisfaction (23% very satisfied), and more than 3% of respondents were very dissatisfied. According to some comments, spiders are a problem, especially in outdoor stairways. There were fewer responses related to the effectiveness of the water efficient landscaping and other water conservation measures, and of those who did respond, nearly a fourth (23%) were neutral. Comments indicated some sprinklers pointed into sidewalks and streets, and grass was over-watered in some areas. Some respondents suggested FS should plant more low-water use plants.

Twenty-six (13%) comments specified areas around campus where Ground Services could put more effort and areas that have received improved grounds services. Specifically, Skeen Hall, Garcia Annex, Academic Research (A, B, C), Science Hall, Hardman Hall, Computer Center, Milton Hall, and William B. Conroy Honors Center all have requests for improved landscaping. Different from last year, more comments referred to issues of trees on campus. Although O’Donnell Hall, Breland Hall, and Zuhl Library had requests for removal of dead trees, concerns were voiced regarding the removal of big trees around

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Ratings Very Unsatisfied Very Satisfied



the Chemistry building. Breland Hall respondents suggested more effort be made to reduce invasive weeds and maintain healthy trees. (Appendix A).

"I was a bit concerned about the removal of large trees around the chemistry building complex. I felt they shaded the building which should have saved cooling costs."

"Top of stairways always have many spider webs and spiders which I have been personally bitten time after time."

Table 6: Satisfaction with Facilities and Services Ground Services, Respondent Percentages

Very


Dissatisfied # of

Responses Maintenance of grounds (mowing, weeding, trimming, edging, etc.)

37.8% 37.6% 15.1% 7.3% 2.2% 370

Quality of landscape design and maintenance (trees, flowerbeds, etc.)

35.5% 37.1% 15.2% 9.5% 2.7% 369

Litter management 26.1% 44.3% 16.0% 10.1% 3.5% 368 Management of recycling and recycling receptacles 27.1% 40.9% 19.8% 8.9% 3.3% 369

Quality of pest control (indoors and outdoors) 23.4% 41.4% 21.8% 10.1% 3.3% 367

Overall quality of Grounds services 32.3% 43.2% 17.4% 6.3% 0.8% 368

Courtesy of Grounds staff 49.9% 37.3% 10.9% 1.1% 0.8% 367 Sustainability Please grade the effectiveness of the water efficient landscaping and our other water conservation measures.

22.8% 40.2% 22.8% 8.5% 5.8% 224

Section 6: Office of Sustainability "Please rate your level of satisfaction with the following areas as they relate to sustainability at the university."

A section related to the Office of Sustainability was added to this year's survey. Approximately 90 responses were received for the questions in this section, and many of those who responded answered “neutral,” perhaps implying that the Office of Sustainability is relatively unknown on campus. Most of those who did respond were satisfied (69%) with the overall quality of sustainability at NMSU. Nearly half of respondents indicated they were very satisfied with the courtesy of sustainability staff, and another third were satisfied. Among different programs, the Toner Recycling program had the highest



level of satisfaction (68% were satisfied to very satisfied), while 46% of the 90 respondents were neutral on the Environmental Education Program (Table 8).

Thirty (15%) comments referred to sustainability. The lack of recycling bins on campus was a major concern. Respondents suggested more recycling bins were needed and should be placed in better locations.

"NMDA could use more recycling bins, and bigger ones for common areas -- often after a meeting, the recycle bin is full of plastic water bottles, so people begin tossing theirs in the

trash!"

Table 7: Satisfaction with the Office of Sustainability, Respondent Percentages

Very


Dissatisfied # of

Responses Educational programs (tabling, one-on-one meetings, campus presentations)

20.0% 43.3% 35.6% 0.0% 1.1% 90

Website 19.8% 47.3% 30.8% 1.1% 1.1% 91 Toner Recycling Program 25.3% 42.9% 29.7% 2.2% 0.0% 91 Environmental Education Center 15.6% 36.7% 45.6% 1.1% 1.1% 90

Energy Reduction Program 17.8% 40.0% 34.4% 6.7% 1.1% 90 Overall quality of sustainability at NMSU 22.8% 45.7% 22.8% 8.7% 0.0% 92

Courtesy of sustainability staff 49.5% 36.3% 13.2% 1.1% 0.0% 91

Section 7: Project Development "Facilities modifications and enhancements are provided on reimbursable basis when requested by the user. Please evaluate Project Development and Engineering if you have used their services. In the last twelve months, have you/your office utilized any of these types of projects and engineering services?"

Approximately 100 (22% of total) responses were received for the questions related to Project Development. Of those who responded 35% were satisfied and an additional 24% were very satisfied with the knowledge and skill of project staff, and slightly more were with the finished product. Respondents were slightly less satisfied with preparedness of project workers; although 28% were neutral, 18% were dissatisfied. However, approximately one in four respondents were dissatisfied to very dissatisfied with the final project budget (23%), the communication throughout the project (26%), and the initial response time for estimating the cost of the project (30%). The timeliness of the project completion was of concern to one out of every three respondents. Nearly one fourth of respondents said they were very dissatisfied with project timeliness (Table 9).

Thirty-nine comments (20%) referred to project development. Comments implied the processing of work orders was too excessive. One comment read "Multiple requests often need to be submitted to



get a response." Ten comments suggested FS Project Development needs to improve their administration. Respondents felt project managers needed more training on management and customer service. However, respondents did appreciate project managers' hard-work and professionalism. "I have routinely found the office and maintenance staff to be courteous, knowledgeable, efficient, and very helpful."

Only 55 responses were received regarding the importance of sustainability to the project. The mean rating of 3.5 on a scale of 1 (not important at all) to 5 (very important) indicates that, on average, respondents believe sustainability is somewhat important.

"I like personal feedback when work orders are complete-please continue this. It helps reduced further questions/problems."

"Really non-responsive. Little or no contact via phone with project updates."

Table 8: Satisfaction with Facilities and Services Special Projects and Engineering Services, Respondent Percentages

Very


Dissatisfied # of

Responses Initial response time for estimating cost 17.1% 31.4% 21.9% 21.0% 8.6% 105

Preparedness of Project workers 19.0% 35.2% 27.6% 11.4% 6.7% 105

Knowledge and skill of Project staff 24.0% 35.6% 23.1% 10.6% 6.7% 104

Please rate the satisfaction level with the finished project: Satisfaction with the finished project 24.5% 35.3% 26.5% 7.8% 5.9% 102

The timeliness of the project (on time) 17.5% 23.3% 26.2% 8.7% 24.3% 103

Final budget of project 15.7% 27.5% 33.3% 13.7% 9.8% 102 Communication from Project Development and Engineering throughout the project

19.6% 28.4% 25.5% 13.7% 12.7% 102

Responses Mean How important is sustainability to your project? (5 stars = very important, 1 star = not at all important) 55 3.5



Section 8: Facilities and Services Administrative Services "In the last twelve months, have you had contact with Facilities and Services business office staff regarding the administrative side of any maintenance project or Special Projects or Engineering Work?"

Approximately a quarter (n=124) of all survey respondents completed the questions on FS administrative services. More than half of respondents were very satisfied with the courtesy of FS staff, and 47% were very satisfied with the professional attitude of FS employees. The knowledge and skill of FS staff and the accuracy of information were also seen as strengths. The only areas that might need improvement were with timeliness of response. While a quarter of respondents were neutral regarding the timeliness of responses to billing inquiries, nearly 15% were dissatisfied to very dissatisfied on the timeliness of response to inquiries about work status (Table 10).

Table 9: Satisfaction with Facilities and Services Administrative Service Areas, Respondent Percentages

Very


Dissatisfied # of

Responses Timeliness of response to inquiries about work status 30.6% 41.9% 12.9% 11.3% 3.2% 124

Timeliness of responses to inquiries about billing 26.4% 40.5% 25.6% 5.8% 1.7% 121

Courtesy of Facilities and Services staff towards customer 50.8% 39.5% 7.3% 1.6% 0.8% 124

Accuracy of information provided by Facilities and Services employees

32.5% 43.1% 16.3% 4.1% 4.1% 123

Professional attitude of Facilities and Services employees

47.2% 39.0% 8.1% 4.9% 0.8% 123

Knowledge and skill of Facilities and Services staff 39.0% 42.3% 13.0% 2.4% 3.3% 123

Section 9: Environmental Health and Safety "Please rate your level of agreement with the following statements pertaining to Environmental Health & Safety Services.”

Over 130 responses were received regarding Environmental Health and Safety. As noted in past surveys, respondents say EHS staff are knowledgeable, helpful and friendly as more than 80% of respondents said they were satisfied to very satisfied with these attributes. Slightly fewer respondents were very satisfied with the effectiveness of the EHS training, EHS understanding, and EHS accessibility. Although one-fourth of respondents were neutral on the topic, the EHS website was not seen as user friendly or helpful by 13% of respondents. EHS was singled out by respondents' comments for excellent service. The comments also provided suggestions to improve the EHS website.



Table 10: Satisfaction with Environmental Health and Safety (EHS), Respondent Percentages

Very


Dissatisfied #of

Responses

EHS understands my needs and the requirements of my department. 26.3% 50.4% 17.3% 5.3% 0.8% 133

EHS is accessible to its customers (phone, voice mail, email, etc.). 29.3% 51.9% 14.3% 3.0% 1.5% 133

When contacted, an EHS consultation helped facilitate resolution of my problem or issue.

28.8% 44.7% 21.2% 3.0% 2.3% 132

The EHS website is user friendly and helpful in providing access to information, forms, manuals, etc. that I need.

18.3% 44.3% 24.4% 7.6% 5.3% 131

EHS staff provide effective training. 26.3% 49.6% 19.5% 3.8% 0.8% 133

When contacted, EHS staff responded to my requests, or problems, in a timely manner.

32.1% 40.5% 22.9% 3.8% 0.8% 131

Overall, EHS staff are knowledgeable in their areas of specialty.

37.9% 48.5% 10.6% 2.3% 0.8% 132

EHS staff are friendly and helpful when I contact them for services. 37.9% 46.2% 12.1% 2.3% 1.5% 132

Section 10: NMSU Fire Department "Please rate your satisfaction level with the NMSU Fire Department."

NMSU Fire Department was highly rated by respondents. More than 70% of the 69 respondents were very satisfied with the courtesy and professionalism of NMSU Fire Department staff, and nearly two-thirds of these respondents were very satisfied with the timeliness and quality of NMSU Fire Department service. Respondents were more satisfied with NMSU Fire Department than any other area included in this survey.

Table 11: Satisfaction with NMSU Fire Department, Respondent Percentages

Very


Dissatisfied # of

Responses Timeliness of service 65.2% 29.0% 4.3% 1.4% 0.0% 69 Quality of service 68.1% 26.1% 2.9% 1.4% 1.4% 69 Courtesy of staff 72.5% 18.8% 5.8% 1.4% 1.4% 69 Professionalism of staff 71.0% 20.3% 5.8% 1.4% 1.4% 69 Service expectation 63.8% 27.5% 5.8% 1.4% 1.4% 69



Section 11: Final Question and Comments "If you have any further concerns of comments regarding the work provided by Facilities and Services, or recommendations for services you feel Facilities and Services should explore providing in the future, please feel free to share them here."

This final question provided respondents the opportunity to comment on questions or suggestions they had about FS services. Responses were limited to 5,000 characters.

Six themes emerged that roughly correlate with the sections of interest in the survey: Custodial Care, Building Environment, Grounds Services, Sustainability, Administrative Services, and Survey Improvement Suggestions. The word cloud below (Figure 2) illustrates the relative frequency of words used throughout all of the comments (the larger the font of a word, the more often it was used in the comments). This year, only one comment referred to survey improvement.

"Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating."

The comments are sorted by comment category in Appendix A and by building affiliation in Appendix B.

Figure 3: Comment Word-Cloud

Appendix A: Comments by Comment Category

Custodial Care Fifty-two (26%) comments referred to Custodial Services. Nineteen of these comments were positive. Some singled out employees and buildings wherein custodians perform above expectations. Respondents were happy to see the great improvement of Custodial Services from last year. Other comments specified areas in need of more attention from Custodial Services. Some respondents also suggested hiring more custodians for their buildings. Dirty carpets and infrequent vacuuming was a major concern for some respondents.

Cleaning Request-45 Comments Cleaning of building carpets seems less and less each year. This is resulting in higher wear and permanent stains. It makes more sense to better maintain and prolong carpet life. New landscape is more water efficient BUT it does now require more maintenance- more staff, more time to keep it proper. The weeds growing in the rocks were not removed even after they were finally pulled, so they became litter and still are littering the area. Appreciate opportunity to provide honest feedback.

Academic Research A, B, C

There is quite a bit of tracking in of grass and debris in the building which requires that the carpets be vacuumed more frequently than they are currently being done.

Anita, the primary custodian for Anderson Hall (PSL) is fantastic! She is a very hard-worker and keeps this building immaculate. PSL is very fortunate to have her working in this building.

Anderson Hall (PSL)

First, I am not sure if this survey was intended for me or for the department head. From the nature of some of the questions, i suspect the latter. I am not the department head. Second, we have seen a large drop in custodial services which I suspect is partially driven by budget cuts. This affects especially the bathrooms which are now cleaned twice per week perhaps? Not often enough. In making the cuts, it seems that far more priority has been given to the grounds than to the cleanliness of bathrooms and offices. As far as i can tell, offices are never cleaned. Dust piles up, vacuuming is no longer done it seems. I do NOT blame the custodial staff; I suspect they are simply given orders as to what to do and what not to do. I'd rather have my office cleaned (at minimum the floor every now and then) than see a leave blower out there at the first sign of leaves falling down, or have the grass cut yet again even when it is pretty short.

Astronomy Building

I would like to mention that the custodians at Branson are very attentive to the faculty/staff. They do an excellent job and keep the building looking clean considering how many people use the building on a daily basis.

Branson Library

Branson Library requested the outside building windows to be washed two years ago. Where are we on the list for this to be done? Our opening hours are at 7:30 am Mon- Friday for the public. What directive (time frame) has been given to the custodians to complete the cleaning of the public area, lobby, restrooms, computer lab, etc? Concerned for the public safety if the restrooms could be cleaned before the doors open for business.

I have appreciated having Kika as our custodian on the 4th floor of Branson Library. Our offices recently moved to the 2nd floor, we will miss her efficient and friendly service. She was always willing to help solve a problem or direct us to who could assist us with building needs. I am sure we will continue to get quality service from Lucy, as she seems just as friendly and willing to help out. Thank you!


My office gets vacuumed extremely infrequently and when I complained about this to the person who is in charge of the janitors he was a complete jerk and denied there was a problem. So excuse me if I doubt your commitment to excellence, because it certainly seems like the people on the ground can't be bothered.

Breland Hall

in the business complex, the service is horrible, the classrooms are dirty, the bathrooms are dirty and have been without soap for two weeks! there is no recycling, sure there are bins, but they just put it in the trash. the classrooms I teach in look as though they have not been cleaned this semester. The bathrooms would be my biggest health concern.

Business Complex Soap in the men's bathroom has been empty for over a week now. This is a health hazard especially since we are entering flu season. Would ask the person responsible for changing this be more mindful. I think the restrooms need to be upgraded as well to reduce the spread of germs/virus. Installing touchless toilets and faucets will stop spread of germs and reduce water waste.

For the past 3 years I have complained about the cleanliness of the chemistry building. The hall on the floor that I work on has not been mopped or buffed during this entire time! Coffee stains are still on the floors, the stairs have clumps of dirt on them. The bathrooms have hair left on the floor for usually a week. I don't know why I bother to fill this out since nothing ever changes. In fact, the maintenance people spend more time sitting in out of the way places than working. I have watched them hanging outside when I arrive, and when I'm heading out on an errand maybe 30 mins later, they are still in the same place. When I return, they are still in the same place-another 30 mins later. If I'm lucky, my carpet maybe vacuumed once a month. To say that I'm appalled with this service is an understatement. But, you will probably not do anything about this report-again!!! Another issue I have is with the Facilities decision regarding the carpet in my office. I was pleased with the response and timeliness of getting the walls painted. However, the head of the department that makes decisions about carpets refused to spare a worker for 2 hours with my office was being painted. I had moved all of my office out, so the room was totally empty. Even the painters were shocked that the request to remove and install new carpet-which had been deemed as "beyond repair or cleaning"-was denied. Instead, now when they finally get around to replacing the carpet, a 2 hour job will end up being a full day and more expensive since movers will have to come in a move my furniture. These kind of decisions are not smart, or economically wise! And they are also depressing for the morale!

Chemistry Building

The floors are not frequently swept in the old section ('55) of the Chemistry building...some lab rooms are infrequently swept or mopped.

Poor janitorial services in Chem bldg. Very dirty bathrooms, toilets seats, not cleaned on regular basis. Floors, walls, corners, scuff marks, and surfaces, etc. very dirty and grimy. Floors need to be vacuumed regular. Roaches in bathrooms. I once did a workorder to kill numerous, live, large roaches in women's bathroom. They came the next day, sprayed, and left the bodies of the dead roaches littered on the floor. Did not bother to clean up.

Custodians need to lock doors after they finish the task. Also it would be helpful if they would clean one bathroom completely and then start on the next one. Instead they close down several of them simultaneously, making it inconvenient.

Corbett Center parking lot behind Garcia Annex would benefit from having trash receptacles placed within the parking lot .... our community are litter crazy, especially during the weekends. Corbett Center


The custodial staff in our building is very efficient. We are very pleased with their work. Dove Hall My comment is on the custodial staff. In the past I have had a few really efficient custodians on my floor of EC-III (1st floor). From one day to the next they are placed in other bldgs. and then I end up with someone that is not as good as the person that I had before.

Ed and Harold Foreman

Engineering Complex

Do cleanup and maintenance around our building at different times during the year, instead of just when the Regents are having a meeting at our building.

Educational Services Center

I am very happy with the new custodial workers that have been placed in this building. They are very attentive and quick to respond to any requests we may have. They are both very friendly and are constantly doing their job.


Our building is used by outside constituents, in addition to students. With this in mind, it is very important to have the surrounding area of the building (Garcia Annex) looking very nice. There are a few individuals that work in the building with special needs (including elevator use); however, the elevator has not been up to par a few times. This in no way is the fault of the ones who maintain the elevator. I believe it has to do with the age of the equipment. I have always marveled at how beautiful the university grounds are. My hats off to your department and staff for making all of us proud in working in a beautiful environment. This said and regarding the esthetics of the outer area of Garcia Annex, (specifically the back part of the building, central area). This are is usually the main entrance for employers who continually have business with the Career Services office. Lately, the entrance to the middle section of the building as well as the north section (the island) have not been maintained as nicely as they have in the past. We have had to call your office to have them cleaned/trimmed. If you could place this building on a regular schedule for grounds clean-up/maintenance, that would be great. Finally, Angela the custodian. If there was ever an exemplary employee in the university as a whole, it would have to be Angela. She has been Garcia Annex's custodian for several years now. She has been and is wonderful to work with. She never fails to have everything clean in all areas. She does her work with pride never complains. There are many in this building that feel this way about Angela. We look forward to continue working with her for many years. Thank you. Grateful/Concerned employee

Garcia Annex

I would like to commend Art Lucero and Angela Santillan for their outstanding work. They are always helpful. If we have a windy day, the lobby will get messy by mid-afternoon, even though it looked great at 9 a.m. I would also like to acknowledge Ron Tarazoff for helping us get our office project completed. I don't think it would have happened if Ron had not helped us out. Thank you, Ron! We had hoped that the bathrooms in Garcia Annex would have been remodeled by now. The delay in the remodeling is very disappointing. The lighting in the lobby needs to be reviewed. Several of the light bulbs are burned out. We hope our lobby can be spruced up to make it more welcoming. Our elevator continues to go out every once in awhile. Maybe it can be upgraded in the next few years. We appreciate the work of the employees of F&S.

The office trash is not removed as often as it was before, and the cleaning staff is coming by later to clean or vacuum, which is disruptive when on the phone or in a meeting. Also, the restrooms are cleaned later in the morning, which is also an unwelcome change.

Gerald Thomas Hall


You may review the doors leading in and out of the Blakes Lota Burger in Gerald Thomas Hall for handicapped access issues. it would be nice to see indoor air quality measurements on a monthly basis for all buildings on campus. The facilities and services staff is top notch all across the board. They are a pleasure to work with. The custodians in Gerald Thomas have been extremely responsive and go out of their way to help. But I wish the trash pickup policy would be returned to the way it was with daily trash pickup in each office and classroom.

I recently relocated from HCSS to GTH and am very pleased with the maintenance staff here at GTH. The staff are pleasant and the building is always well maintained. My only complain here is that my office is ALWAYS freezing. Many people bring in space heaters to stay warm but I can only imagine that this adds to the temperature issues.

The cleaning crew at Gerald Thomas Hall (1st floor) is very friendly, and working very hard to keep up with high demand especially during school times. Bathrooms are always clean with good smell. I appreciate their hard work!

The custodial situation in GT has declined in the past year. The current employee that we deal with the most seems to speak very little English which has made communication difficult and has led to some problems. On a positive note, my lab floors are being cleaned more often (a good thing). However, with lots of expensive equipment in the workspace, I'd prefer to be here when cleaning is performed. That kind of communication hasn't worked well. Another suggested area for improvement is the care of the greenhouse areas. Every year, somebody uses a weed wacker out by the greenhouses (near the old PGel building) and flings stones against the glass panes. Invariably some of them crack or break, but the individual doing the damage never seems to call in a repair request. Pests (insects, birds, rodents) then enter the greenhouses and create havoc.

Gerald Thomas Hall

1. I work in Hadley Hall and I understand the need to concentrate on the executive management's office 1st, but so often, the bathrooms are being cleaned when people are arriving to work. It seems to me that the bathrooms should be the first to be cleaned when the custodian gets to work. 2. Material for recycling should be expanded to the level that the City of Las Cruces accepts. Quite frankly people place that material in the recycle bins anyway. 3. Water still runs down the street when sprinklers are on. 4. The bike paths are getting run down and though they are okay for mountain bikes, they're not for road bikes. 5. Chain link fences along University should be replaced by the same fencing that are around the athletic fields.

Hadley Hall

The tables near our area are frequently full of bird feces and are rarely cleaned. There are also not enough tables for use in the area for lunch enjoyment for employees and students.

I would like our offices to be cleaned/vacuumed on a weekly basis if possible and for our garbage to be emptied out on a daily basis. The stairways in the building also need lots of attention. Spills and dirt take months to be cleaned up. The hand rails i image are also pretty dirty leading to contagious diseases (colds, flu, etc.)

Health and Social Services Building


Re custodial services - trash pick up doesn't happen on a daily basis. As faculty we are in and out of office and sometimes trash from Friday sits there for days and creates smell. This also happens during the week. Also, sometimes there are 3-4 individuals walking the halls to empty recycle bins in each office. It doesn't take 4 people to do this, It seems a waste of resources. With as many students who use the CHSS building, it would be helpful to have more trash bins. My greatest concern is with office cleaning. Offices are not cleaned (carpet) on a regular basis. They get very dusty and if you drop things on the floor, it isn't going to get vacuumed unless you make a request. If there is a policy or plan for cleaning offices, I was told it costs the department. In some cases, we have brought our own vacuum from home or used a dust buster.

I have very big concerns about the custodial supervisor for the HSS building. She didn't know where the Annex or the Dean's office were. She rarely, if ever, walks the building. The stairwells are always dirty. I'm not sure that the staffing for the building is adequate or that the work is distributed evenly. Our offices are never dusted, the things in the main office are full of dust as are the individual offices. With regards to grounds, there was trash that had spilled out from trash bags in the flower bed at the entrance to the building at it was there for a week, neither the custodial staff or the grounds crew cleaned it up. Pretty nasty, considering this is the entrance visitors use. Our department has had an on-going construction project that was supposed to be completed in the spring. A room the students use has been closed since January and work didn't even start until September. The crew worked for a couple of days and is now is at a standstill. The students have now lost the use of that room for 2 semesters and we still have no idea when the work will be complete. Lots of room for improvement :(

Custodial staff is very courteous and does a good job keeping the building clean. Tim does a great job Jacobs Hall

The cleanliness of our Building really needs to be improved. When e-mailing Tim Dobson and Art Lucero and the custodian supervisors I am disappointed at the lack of response. I only e-mail when I see we are not at ready for a visit. Took a rag and wiped the dust of our staircase and cleaned or Shires reading room and the glass cases in the hall. Each day I wipe the sinks in the newly remodeled bathroom to keep hard water stains from happening. All of which should be seen by a custodian. Every year at the beginning of October the Alumni Academy comes. The is when I really think Jett Hall should be on the yearly window clean schedule.

Jett Hall

There are a lot of us here in Milton Hall who have been trying to get better custodial services for over a year and still have not been heard/addressed. The bathrooms are awful, my office has NEVER been vacuumed, except by me, and I've been here for years... We pretty much have to do our own cleaning around here for things to be presentable.

Milton Hall

I would like to commend Armida (don't know her last name). She is the main F&S member assigned to service our building (bathrooms, cubicle trash, etc.) She is very professional, and one of the nicest people. It's always a pleasure to see her, and she enjoys talking with all the employees here, and getting to know them personally. She does a fantastic job!

New Mexico Dept. of Agriculture


Recently, there has been a change in the individuals who come by on Thursdays to take care of the office trash cans and the recycling. The trash bags are not changed, looks like they just dump out trash and leave the dirty (sometimes torn) trash bag in the can. There is one gentlemen in particular who is rude and lacks the outgoing personality we are use to with the gentleman that was previously placed in this building. There are times when faculty have to come-in early and this gentlemen barges in laughing or talking loudly. His behavior is not a good representation of your office or our university!!!!

O'Donnell Hall Since we have moved into the renovated O'Donnell Hall, we have not had reliable temperature control in our office--we have no windows that we can open and sometimes the temperatures are not conducive for working. Also, as for our Custodial staff, up until very recently, we had two that had to cover the entire building. The burden placed upon them is unreasonable for the building size. There is a third person and it has helped quite a lot. The lobby/Atrium bathrooms are hit extremely hard and it is hard to keep them presentable.

Work order response time is extremely slow. I submitted a work order to have closet doors replaced on September 12th and it is still open. The custodian only mops or vacuums half of the time when he comes on Thursday mornings, and cleans the bathroom minimally (i.e. doesn't move the rug to sweep, doesn't sweep in the corners). There have been several times that the recycling and regular trash have been combined - both by recycling and the custodian.

Regents Row

Since Irene left as custodian in this building the cleanliness of the building has not been as good. I don't think the toilet or sink in my bathroom has been cleaned at all since she left. I think all they do is empty the garbage and check for toilet paper now.

Great improvement of custodial care from last year. Jesse has been a pleasure and is keeping our offices clean. His attitude toward his work is excellent. He is always helpful. Offices are cleaned on a regular basis (weekly). When is carpet cleaning scheduled? Several staff members have complained about bugs (big big roaches). Thank you for taking good care of us.

I think that your employees are professional and helpful. I'm concerned that the person who cleans Regents Row does it all himself. I'm not sure whether he has the time to clean and wash the floors for all of the bathrooms, and he takes care of all of our needs for keeping our section of the building clean. I think he needs more assistance to be able to take care of the bathroom cleaning since there is a bathroom for every 2 offices.

The person that cleans is friendly, but we have submitted three work orders that were never fulfilled. We also have to ask for our toilets to be cleaned and carpets vacuumed, even though the person only cleans once a week. Sometimes the bathroom is not clean and/ or our office vacuumed.

Regents Row

I love the landscaping around Hadley Hall, it looks very nice. Wish there was a way to keep the fountains looking nicer. I wish the janitor for Fulton would use something besides water to clean with, not just windex on the windows.

Stan Fulton Center

We have been waiting for 3 years for our building to be power washed and windows cleaned inside and outside. We were told that when the Center for the Arts construction was done that all this would be done. I would appreciate a response to this concern. We are also waiting for signage to our building both on the east and west side, we are always getting calls from people who cannot locate the building because there is no signage. We love our new landscaping! David Silva and his crew are doing an excellent job. THANK YOU!

William B. Conroy Honors Center


The palm trees near the parking lot by the Zuhl Library are officially dead, but remain in place. The custodians in Branson and Zuhl are wonderful and maintain our buildings clean. They are extremely friendly and great at letting us know if a workorder needs to be submitted. They are trustworthy and when one of them is absent, it shows.

Zuhl Library

Courtesy of Staff - 3 Comments Since changing out the custodial staff there has been a remarkable improvement. The building looks a lot cleaner. I never see the custodial staff sitting around like the other staff did. I have noticed they are constantly working. Keep up the good work.


the crew that comes in on Monday morning for trash and recylce is outstanding, they are polite, cheerful and eager to help. they go above and beyond! Hadley Hall

Grounds keeper employee numbers have diminished over the past 10 years. Rentfrow Gym isn't exactly a showcase building on campus but hedges do need to be trimmed and unfortunately trash does accumulate. There are a couple really great trees around the building which need to be trimmed occasionally as classes of students perform various activities under them. Branches hanging to the ground. We finally trimmed them ourselves. There was a time when grounds keepers kept the outside looking awesome. I have been told that with downsizing, there are fewer employees to keep up with demand. I don't blame the groundskeepers as I realize there are only so many of them. When I have worked with them, they have been really professional and helpful. I personally think it is difficult to keep up everything on campus with fewer people. The employees have been very responsive and good to work with however. I would like to present some very POSITIVE comments about custodial staff for both the Activity Center and Rentrow. I arrive daily between 430 and 630 so I get to see/visit with custodial staff regularly. Individuals such as Jake, Lupe, Maria, Henry, LuLu (O'Donnell Hall), and Alfredo have been wonderful. They help with whatever needs to be done when asked. I really appreciate their service. Also, the lockshop crew has been great (Ray, Jerry, etc). In addition HVAC and electrical shops have been exceptionally cooperative. In short, the employees with whom I come in contact with daily have all been really great to work with. Please extend my sincere thanks to each of them.

Rentfrow Gym

Overall - 4 Responses we have great custodians in GT bldg Gerald Thomas

Hall April, our custodian is great. She is always ready for anything asked of her and she takes on extra attention on her own if needed. She is friendly and hardworking. None

More communication between custodial services and building monitors None I know Rentfrow is an old building and the bathroom needs remodeling, but is seems like the bathrooms needs some work (i.e., faucets drips water or are running most of the day). Rentfrow Gym

Building Environment and Environmental Health and Safety Twenty-seven (14%) comments referred to problems with building, rooms and environment. Repair requests were mentioned for 7 buildings, Ed and Harold Foreman Engineering Complex, Garcia Annex, Gerald Thomas Hall, Goddard Hall, Health and Social Services Building, Milton Hall, and Natatorium. Eight respondents were dissatisfied with the uncomfortable temperature in their buildings. Issues with accessibility include the need for more signage, the need for more handicap accesses, and the need for re-evaluating the key policy. EHS was singled out for excellent service but some respondents suggested to improve EHS website.


Accessibility-3 Comments I have partly responded due to the concerns of my fellow co-workers and management. We have had some air quality issues in the north end of the building which have not affected me personally; however other members of the staff have been affected. My understanding of the situation is that a persistent odor of mold and mildew is present with physical evidence of mold, however Environmental Health has not come to the same conclusions and only minor remediation has occurred (airing out the area). We have also heard from our next door neighbors (Institutional Analysis) and the administrative assistant regarding the temperature in the office. Again, I have not experienced the same concerns. One of my concerns is the lighting; however I have not taken additional follow-up measures to ensure that the lights work adequately. I have an entire light that is out and the other lights go on and off intermittently and flicker on occasion. Finally, we have not had handicapped accessible doors in our facility. I do understand that the issue has been raised and we expect to be getting an automatic door at some point. Our department a facility is used for training and should be completely accessible.


All of the OFS units are very hard working and I see them daily working diligently and professionally and appreciate the hard work! The only concern i have is with disabled access because our elevator has been out for long periods of time. This may be attributed to a contractor but thought you should know in case there is something that can be done to expedite it the next time it goes out.

Goddard Hall

May want to re-evaluate the access and keys policy. It seems to have reverted back to inter-departmental distribution of access keys in student offices, but now is without even department administration accounting of access as the administration personal are trying to enforce the new policies. (Faculty are taking this into their own hands as it takes too long to get keys made under the new policy)

John Whitlock Hernandez Hall


Environmental Health and Safety-3 Comments Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins(kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.


I am very interested in establishing an energy conservation initiative at AR B, or for the entire AR complex. The initiative would incorporate energy savings devices along with educating staff. Recommendations and various options to reduce energy consumption have been sent to the Office of Sustainability over the past year, however, we haven't seen any movement toward seriously considering the options or request other than the initial request for metering information. EHS has some very well qualified individuals in their department, however, some of the decision makers seem to be driven by keeping claims or expenses down at all costs. I question the departments commitment to determining the root cause of issues brought to their attention; it appears that their focus is finding a way to dispute that a potential problem exists so that their department does not get saddled with an expense to investigate and repair. It's unfortunate that an individual’s authority and position is used to say that a problem doesn't exist even though evidence suggests there is. The suggestion that corrections will be made only if an employee can demonstrate that a medical condition exists as the result of an environmental health issue, and this can be backed up by repeated workers compensation claims, is a poor business model to adopt.


It appears that EH&S is not part of the consolidated Facilities and Services team. They act like they are isolated from the department and at times think they are better than the rest of the department.

Facilities and Services Office

Repair Request - 9 Comments I think the recycling can storage area next to the stairs in Foreman (ECIII) is both an eyesore and a fire hazard. Are there plans to deal with this?


Engineering Complex


Garcia Annex



Gerald Thomas Hall


Timeliness of estimates under the work order process is excessively long. Estimates are too vague and leave too much room for budget overrun Processing of work orders is way to excessive. Multiple requests often need to be submitted to get a response. Elevator in Goddard Hall was down for several months thereby impacting employees as well as visitors to the building. This caused a major inconvenience for individuals with disabilities, making it impossible for them to access the 2nd and 3rd floors. ADA access to buildings, particularly those of an administrative nature should be a high priority.

Goddard Hall

Our building, the Health and Social Services Building, is in need of a makeover. The carpet is worn out and the stairways need painting and dusting, and the tile floors need polishing. Walls are scratched and marked up; dust has settled everywhere. The building looks very neglected.


I am very concerned about the air quality In Milton basement offices when weather turns damp and especially when it rains. The mildew smell is unbearable when it is really damp and on day like today (cloudy and cool) there is a slight odor. I know the building is old but can't we do better?

Milton Hall

I don't know if FSA falls under this or not, but I have had no resolution to a price quote I asked them for several months ago to get tablets for our staff and department. I have been hassled, questioned, ignored - anything but helped. Secondly, while I appreciate some of the projects and funding available to the fire department, the building as a whole is in disrepair and could stand an overall renovation or entire replacement. The student dorms including restrooms are outdated and need repair. The kitchen is small and cannot adequately serve the number of people that use it. I will comment that the training room upgrade of computer equipment is fantastic and I am very happy with that.

None

not satisfied with cleaning of locker room showers. we have spoken about issues before but I do not feel that they are being addressed. Natatorium

After a fire alarm there is NEVER any info that is over and we can return to the bldg Skeen Hall Safety Concern - 1 Comment

I have partly responded due to the concerns of my fellow co-workers and management. We have had some air quality issues in the north end of the building which have not affected me personally; however other members of the staff have been affected. My understanding of the situation is that a persistent odor of mold and mildew is present with physical evidence of mold, however Environmental Health has not come to the same conclusions and only minor remediation has occurred (airing out the area). We have also heard from our next door neighbors (Institutional Analysis) and the administrative assistant regarding the temperature in the office. Again, I have not experienced the same concerns. One of my concerns is the lighting; however I have not taken additional follow-up measures to ensure that the lights work adequately. I have an entire light that is out and the other lights go on and off intermittently and flicker on occasion. Finally, we have not had handicapped accessible doors in our facility. I do understand that the issue has been raised and we expect to be getting an automatic door at some point. Our department a facility is used for training and should be completely accessible.



Signage Request - 1 Comment We have been waiting for 3 years for our building to be power washed and windows cleaned inside and outside. We were told that when the Center for the Arts construction was done that all this would be done. I would appreciate a response to this concern. We are also waiting for signage to our building both on the east and west side, we are always getting calls from people who cannot locate the building because there is no signage. We love our new landscaping! David Silva and his crew are doing an excellent job. THANK YOU!


Temperature-8 Comments I have partly responded due to the concerns of my fellow co-workers and management. We have had some air quality issues in the north end of the building which have not affected me personally; however other members of the staff have been affected. My understanding of the situation is that a persistent odor of mold and mildew is present with physical evidence of mold, however Environmental Health has not come to the same conclusions and only minor remediation has occurred (airing out the area). We have also heard from our next door neighbors (Institutional Analysis) and the administrative assistant regarding the temperature in the office. Again, I have not experienced the same concerns. One of my concerns is the lighting; however I have not taken additional follow-up measures to ensure that the lights work adequately. I have an entire light that is out and the other lights go on and off intermittently and flicker on occasion. Finally, we have not had handicapped accessible doors in our facility. I do understand that the issue has been raised and we expect to be getting an automatic door at some point. Our department a facility is used for training and should be completely accessible.


Branson 2nd floor HVAC is a disaster. Even before the construction the temperature levels throughout the floor were not maintained at any consistent level. All we ever get are platitudes and nothing is ever fixed and issues are not communicated.

Branson Library

Heating/cooling have been problems in my office. The system is old and does not keep rooms at a consistent temperature. There is a dramatic difference between offices on the sunny side of the building and those on the shady side. We really need a turn lane on the corner of Stewart and Locust. Morning traffic can back up substantially there. Also, I frequently pass people walking in the bike lanes on Stewart east of the apartments, since there is no sidewalk there. The coaches building was landscaped to make people go all the way around, instead of providing a straight sidewalk. Despite the money spent on landscaping, there is no sidewalk at all by the Pan Am parking lot. These are developed areas, folks--they should have decent sidewalks. In general, the campus is not laid out well for anyone--pedestrians or drivers. There are at least two sidewalks to nowhere--one by the Engineering complex that ends in a wall, and a walkway by the lot to the east of the Activity Center--under the trees, and it just ends.

Breland Hall

I quit using the recycling bin in my office because they refused to take it if it had water bottles in it. I go through quite a few bottles in a week and would be happy to do it if someone would take it. I understand that we work in a very old building, but it would be nice if we could have a temperature that was comfortable. I spend most of the year with my heater on because my office is an icebox.

Gerald Thomas Hall


I recently relocated from HCSS to GTH and am very pleased with the maintenance staff here at GTH. The staff are pleasant and the building is always well maintained. My only complaint here is that my office is ALWAYS freezing. Many people bring in space heaters to stay warm but I can only imagine that this adds to the temperature issues.

Since we have moved into the renovated O'Donnell Hall, we have not had reliable temperature control in our office--we have no windows that we can open and sometimes the temperatures are not conducive for working. Also, as for our Custodial staff, up until very recently, we had two that had to cover the entire building. The burden placed upon them is unreasonable for the building size. There is a third person and it has helped quite a lot. The lobby/Atrium bathrooms are hit extremely hard and it is hard to keep them presentable.

O'Donnell Hall

My office is always so cold in the winter, excruciatingly hot in the summer. My exam rooms and my patients are cold. Can't seem to get a comfortable temperature. None

It's either hot or cold temperature in this building. Never comfortable Skeen Hall Utilities- 2 Comments

Communicate across all University offices---esp. Police and Fire---about power outages, especially early morning and later night hours. We obviously can tell when the power is out, but is anybody out there aware of it? Have the appropriate steps been followed already to notify El Paso Electric or whoever that power is out? Crews are on the way? Who/what office is the right one to call when that happens? We had that problem in Skeen at 6AM earlier this year and our efforts to notify Police and Fire showed they were as clueless as we were---not their fault, but what's the plan here? Skeen Hall

This is my experience in Skeen Hall. As far as I can tell, energy savings is almost non-existent. Hallway lights are always on and some professors and students leave their office lights on all the time. Also there needs to be more water efficient landscaping around Skeen Hall and other buildings in our area. It's ridiculous to see all this grass being watered in the middle of a hot summer day.

Grounds Services Twenty-five (13%) comments specified areas around campus where Ground Services could use more effort and areas that have received improved grounds services. Specifically, Skeen Hall, Garcia Annex, Academic Research (A, B, C,), Science Hall, Hardman Hall, Computer Center, Milton Hall, and William B. Conroy Honors Center all have requested for improved landscaping. Different from last year, more comments referred to issues of trees on campus. O'Donnell Hall, Breland Hall, and Zuhl Library had requested for the removal of dead trees. But there was a concern about the removal of big trees around the Chemistry building, and Breland Hall suggested more effort to reduce invasive weeds and maintain healthy trees. A few comments also mentioned pest control issue and litter issue.


Courtesy of Staff - 2 Comments Garcia Annex, east side of building, plant area below faculty senate chamber windows - please remove weeds and trash on a regular basis. The same "Sun Chips" bag has been there over a month. Facilities and Services staff will pick up trash on lawn and avoid cleaning this plant area. Two of the plants in the bed are weed trees and have not been removed just cut back. Visitors parking in lot #41 and using this entrance to Garcia Annex should not have to see trash and weeds. All plants should be removed and replaced with xeroscaping to save money on watering. Make sure facilities staff is very aware of the type of conversations they are having when they are working around a building. If an office window is open the subject of the conversation can be heard. Garcia Annex has not received the new building signage. There needs to be signs on both sides of the building.

Garcia Annex


Rentfrow Gym

Landscape - 9 Responses Heating/cooling have been problems in my office. The system is old and does not keep rooms at a consistent temperature. There is a dramatic difference between offices on the sunny side of the building and those on the shady side. We really need a turn lane on the corner of Stewart and Locust. Morning traffic can back up substantially there. Also, I frequently pass people walking in the bike lanes on Stewart east of the apartments, since there is no sidewalk there. The coaches building was landscaped to make people go all the way around, instead of providing a straight sidewalk. Despite the money spent on landscaping, there is no sidewalk at all by the Pan Am parking lot. These are developed areas, folks--they should have decent sidewalks. In general, the campus is not laid out well for anyone--pedestrians or drivers. There are at least two sidewalks to nowhere--one by the Engineering complex that ends in a wall, and a walkway by the lot to the east of the Activity Center--under the trees, and it just ends.

Breland Hall


As the Director of the NMSU Feral Cat Management Program (FCaMP), I appreciate the high quality of the Groundskeeping work! In recent months, however, I have noticed a number of areas where shrubbery has been removed and xeriscaping has been installed. I understand and appreciate the need to conserve water, but would ask the landscape design folks to remember that a) xeriscaping generally involves the use of lots of rock and gravel, which increases the amount of heat reflected onto buildings and structures during the hottest months (resulting in higher cooling demands), and b) animals depend on the foliage offered by shrubs and trees for shelter from the heat and elements. Thanks for your time and consideration... Michelle Corella

Computer Center


Garcia Annex

I really feel as though the grounds have not been kept up as well as they have ten years ago. I realize that budgets often dictate this, however this is one area where I believe that Facilities Services should concentrate on. Thanks.

Hardman Hall

The worksite of the new theatre building on campus destroyed many beautiful old trees. Some of the trees in this area still show signs of distress, and the grass areas look less than vibrant. The park-like quality of the campus is being eroded with too many building projects that destroy open space and take away from the design of established landscaping.

Milton Hall

The number of blue recycling bins in the office rooms is insufficient. Many rooms do not have these bins. For the rooms that have those bins, the frequency at which the recyclables in the bins are retrieved is too low. There has been occasions that my bin is full for more than a week. The landscaping in the courtyard inside the building is embarrassing. It should be overhauled. There are also times when the water sprinklers are turned on while it is raining. This can be improved.

Science Hall


The landscaping on campus is nice, but it severely lacking at my building (Skeen Hall). The trees in the parking lot have been dead or missing for YEARS; the irrigation system is terrible in that it often leaves ponds of water on the sidewalks and in the parking lot (waste of our water resources). Recycling in the building is hit or miss. I applaud the increase in recycling on campus, but the staff that come collect the recycling on Tuesdays in Skeen rarely collect the bins from the offices in the center of the hallways (usually grad student offices; those without windows to the outdoors). / In line with sustainability, the white bicyclist decals painted on some of the main roads are great! Vehicles seem to finally get that cyclists belong on the road and that they shouldn't honk at cyclists, and should give them space. Thank you for those decals, and please make sure they stay fresh and visible; some of them are worn already to the point where they aren't very visible. We cyclists would love to see MANY MORE of these cyclist decals on the streets all around the university. It would be nice to see more, and better-maintained bike paths on campus. The asphalt ones along University Ave are tooth-jarringly bad. As an aside, there is a substantial pothole on Espina in the western-most southbound lane just north of the stop sign at the bottom of the horseshoe. / I really appreciate what NMSU is doing to be more sustainable and look forward to progress of the sustainability program in the coming years. I can't wait to see great strides being made in sustainability at NMSU.

Skeen Hall


Stan Fulton Center



Litter - 4 Comments Outside stairways should always be cleaned on a scheduled basis. Summertime brings a lot of spiders, bats and cats in the area. Top of stairways always has many spider webs and spiders which I have been personally bitten time after time. Needs to be spray washed walls, ceiling and stairs. Inside stairways need to be cleaned daily, drinks and food always are spilled and the stairway looks very dirty.

Business Complex Building

Garcia Annex, east side of building, plant area below faculty senate chamber windows - please remove weeds and trash on a regular basis. The same "Sun Chips" bag has been there over a month. Facilities and Services staff will pick up trash on lawn and avoid cleaning this plant area. Two of the plants in the bed are weed trees and have not been removed just cut back. Visitors parking in lot #41 and using this entrance to Garcia Annex should not have to see trash and weeds. All plants should be removed and replaced with xeroscaping to save money on watering. Make sure facilities staff is very aware of the type of conversations they are having when they are working around a building. If an office window is open the subject of the conversation can be heard. Garcia Annex has not received the new building signage. There needs to be signs on both sides of the building.

Garcia Annex



Gerald Thomas Hall


Rentfrow Gym

Pest Control - 2 Responses Outside stairways should always be cleaned on a scheduled basis. Summertime brings a lot of spiders, bats and cats in the area. Top of stairways always has many spider webs and spiders which I have been personally bitten time after time. Needs to be spray washed walls, ceiling and stairs. Inside stairways need to be cleaned daily, drinks and food always are spilled and the stairway looks very dirty.



Regents Row

Road - 1 Comment Are you guys in charge of roads? If not, could you tell whoever is that that dip on Stewart St. is ridiculous and if they're not going to fix it can they at least move the barrels so I can go around it again?

Branson Library


Trees - 7 Comments We need more recycling bins. there should be 2 recycling bins for every single trash bin on campus. We should prevent (prohibit) vendors from bringing certain materials to campus. Specifically styrofoam and paper/plastic cups. / I would like to see more effort to reduce invasive weeds on campus and maintain healthy trees. We lost many trees around Breland hall and few have been replanted. The courtyard on the west side lost 4 trees. There is also much invasive vine (milkweed) covering the Mexican elder next to Hardman. This will spread if left alone. It appears that trimming of hedges and tree branches is done not for the tree or growth patterns but instead trimmed by the hour (just to put hours on the time-clock) with no care as to plant health or growth. For example, the trees in front of the parking meters at the pool have branches that are low enough to hit your head on them but the small branches against the bole have been trimmed.

Breland Hall

There is a very large mulberry tree on the east side of the Breland's north side patio, that has large, heavy, dead branches. It looks like about 1/4 to a 1/3 of canopy. I wonder about liability every time I walk over to Corbett.

Breland Hall

I was a bit concerned about the removal of large trees around the chemistry building complex. I felt they shaded the building which should have saved cooling costs. Chemistry Building

Landscaping to conserve water...where is that again? I don't think I know of any of that on campus. I see lots of grass that is watered often between 10am-5pm. Native plants? by the Biol building only... what about desert tree species that require very little water? Bat boxes would be awesome. Bird boxes would encourage swallows to nest - maybe preventing them from nesting above door ways. Mesquite, desert willow, birds of paradise, etc. can all be trimmed so they grow quite large _admittedly not huge) and provide shade with very little water requirement. Cutting down trees during breeding season of Neotropical migrants should not be allowed. Maybe try clearing leaves off of sidewalks but leaving them when they land on veg.

Jornada USDA Exp. Range HQ (Wooten

Hall)

A request for the removal of dead trees outside of OH has remained unresolved. There is a concern that some branches of the trees could be hazardous. O'Donnell Hall



Rentfrow Gym


Zuhl Library

Project Development, Engineering, and Administrative Services Thirty-nine comments (20%) comments referred to project development. About 19 respondents were very dissatisfied with the long timeline of response; they also felt the processing of work orders was too excessive. "Multiple requests often need to be submitted to get a response." Ten comments suggested FS Project Development to improve their administration. Respondents felt project managers needed more training on management and customer service. However, respondents did appreciate project manager' hard-working and professionalism. "I have routinely found the office and maintenance staff to be courteous, knowledgeable, efficient, and very helpful."

Administrative Improvement- 10 Comments The Office of Facilities and Services - across the board - appears to be chronically understaffed and overworked. Customer service suffers and NMSU is not served well, even though OFS has some excellent professionals on the front line. If you want to truly go above and beyond, perhaps some people oriented leadership is needed, as the current administration seems to be lacking leadership skills and is only focused on their bottom line.


The project management fee of 7.5% is exorbitant for projects that require a minimum of oversight. An hourly rate would make much more sense and be more reflective of actual project management work accomplished.

Barnes & Noble

Costs are very over rated and projects could be done cheaper and faster with better quality by hiring outside the University.

Campus Police/Ag Institute


The janitorial staff is very polite, courteous, and responsive. Upper management at Facilities & Service seems to be responsive only to those they think are at a high enough level to be worthy of a response. There appears to be a "good 'ole boy" mentality at the highest levels, which is very disappointing and frustrating. When management thinks they are above those in perceived lower-level positions in other departments, the story is repeated over and over, and the reputation of the entire Facilities & Service group is affected. Also, the estimates provided for non-maintenance work are not cost-effective, or competitive.

Computer Center

Project Managers and the project management process are the bane of our existence. Hire more workers who can get the job done rather than the dozens of Project Managers who don't know how to estimate or schedule a job and then dump their failures on the work crew. Give credit where it is deserved. The Project Managers don't have a clue; they mess up plans, forget to schedule things like electrical and ICT. The work crews have to come in, reconfigure plans and make the project work, then they get blamed for being over time and budget and being late to their next project. They are over booked and under informed by "management". Tim Dobson is the root of the problem at F&S. He has no business managing staff. He is disrespectful, patronizing and rude to his own staff and even customers when questioned. There's a reason he "left" his previous job at NASA/White Sands....ask around. He's a liability and he's going to get the University in trouble. It seems like Glen Haubold is trying to do right by his staff and customers, but he's relying too heavily on the WRONG person. He needs to get out and talk to customers and his own workers, he'll learn a lot about the realities of his unit and who's responsible for the low morale, poor workmanship and customer complaints....it's not the lowest classified employees who keep getting punishment and criticism heaped on them from their supervisors and their supervisor's supervisor. The work crews are, for the most part, great people who take pride in NMSU and their work and want to do a good job. If there is a problem employee deal with that separately, don't punish all for the few. Those people are the face of your organization and your best sales people. Treat them like human beings, instead of disobedient animals, and give them the time, resources and information needed to do the work they are able and willing to do.


My main concern is with the Project Managers and their respective areas. It seems to me that they either have too much on their plate or they have not had time management training. They are very courteous and professional, however they make commitments that they can't keep. They will give you a "yes, we'll do it, it'll take 2 weeks" you don't hear anything for a month....communication between the top and the actual workers and then to the customer regarding work to be done is terrible. Now, I want to be clear, the actual staff from the various shops (Electrical, HVAC, Plumbing, etc. are excellent once they are assigned their WO's. A concern is that there are just not enough workers to go around.


In December 2012, an emergency alarm was installed in my office, based upon recommendation of the Chief of the campus police, seconded by the University Psychologist, and supported by my dean. The service was right on for the installation... However, two months later, charges for this system began being charged to MY PI ACCOUNT. THIS WAS AN UNAUTHORIZED ACCESS TO MY FUNDING. I complained through the system, the best advice was, "we'll remove it". Once again, the workers were polite and prompt. HOWEVER, THIS EXPENSE WAS NEVER AUTHORIZED. THE ORDER CAME FROM UNIVERSITY ADMINSITRATION, I WAS ON SABBATICAL LEAVE, yet continued to receive receipts of monies taken, or is it stolen, from my account. I would seriously appreciate the reimbursement of ALL funds removed from my account in regard to the security features installed, billed, and removed. Call me direct for further information: Dr. K. Wurm, 6-6748

Engineering Complex I

Simple projects are taking 6-7 months to begin. Estimators have very limited knowledge regarding projects (no estimator should be sent out without specific shop managers along with them). The system worked much better when the shop managers were in charge of the estimates and the projects. It was also more beneficial for the person requesting work to be able to talk to a knowledgeable person regarding options etc. The estimator-project managers just do not have the trade skills to contribute effectively to a fruitful discussion regarding a request. Very poor communication regarding project status. The inability for shop staff and the warehouse to stock items significantly increases the time to complete simple tasks, and contributes to additional costs. From a user’s point of view, and one that has seen many managerial iterations over 20 years, I think this is the worst I have ever seen Facilities and Services handle simple construction and repair requests. None

There is always a disconnect on who completes what work and the customer has to track down that person instead of working with the first person they contacted. Work orders also have to be assigned to different groups but it always falls on the customer to know who they are supposed to be assigned to. It is very rare that you will find someone who will connect you to the right person to get a job you need. I am always having to call and ask which area is in charge of what and put in different work orders. This results in different timing such that a piece of the work is done before the next person and sometimes they are supposed to be done in the opposite order.

The engineering groups should be easier to work with. All other groups are very friendly and helpful and help problem solve and are very customer oriented. Skeen Hall

Cost - 1 Comment Cost is obscene. If you want to do something to help the programs and students, then stop gouging them. The only discourteous person over there is really Mr. Haubold. Were it not for him , the OFS courtesy rating would be "satisfied" to "very satisfied"

James B. Delamater Activity

Center Courtesy of Staff - 7 Comments

There has been a work order to replace overhead florescent lights in Branson 326 since the spring. Lights have not been replaced due to a story about not being able to find replacements by an F&S worker. This worked has managed to spend months replacing lights in one building. Perhaps he could use a bit more supervision. However, the Branson Library custodial staff is top notch. Whatever they're being paid, it's not enough!

Branson Library

It is always a pleasure working with F & S. I have routinely found the office and maintenance staff to be courteous, knowledgeable, efficient, and very helpful. Thank you! Breland Hall



Computer Center

NMSU is indeed fortunate to enjoy the benefits of a truly professional group of men and women who make up Facilities and Services. From its leadership down to each individual worker they display a pride in what they do. They are a powerful force in making our University the special place it is. Our thanks goes out to each of you that work so hard on our behalf.

Hadley Hall

Jose Loera of Projects is excellent to work with. Electricians and Plumbers are extremely responsive to our needs.

James B. Delamater Activity

Center Some of the janitors work very hard, whereas others I often see sitting on stairs texting or lounging in empty classrooms.

Science Hall

The bad: 1. Timeliness of responses from management is horrendous --- OFS would fail as a business as their clients would find others to do their work. 2. Estimates for work take too long. 3. Rates for work are way, way over what should be charged. Departments must look outside of NMSU to get reasonably priced work completed. 4. Senior staff should be trained in customer service with customer service being part of their performance evaluation. 5. "Adversarial" comes to mind when dealing with OFS. The good: 1. The rank and file staff are hardworking, pleasant and responsive. 2. The potential for Facilities to be great is there.

Keys - 1 Comment The keys we have requested as of late have been all wrong- took forever for the work order to get processed, and then multiple keys were cut wrong. Call not returned, and for some reason when installing a deadbolt, the office made the deadbolt key different from the bottom lock on the door.

Garcia Annex

Response Time - 20 Comments I have had to wait three weeks before any work got done on my project, . and it is still not done . You need more people to get problems taken care of sooner. ...This is a larger campus , with a lot of mechanical problems because of old equipment

Anderson Hall (PSL)


Branson Library I received no response to an email that I sent to the custodial supervisor (with a cc: to his boss) regarding the custodians in the building where I work. It was a positive email and would have liked to know if they got it and that they would recognize the good work of their employees. This leaves the impression that they do not care about what I think, nor do they care whether their employees know.


We are on our 3rd project manager (and as many interior designers, I believe the architect also changed a couple of times) for a remodel of the Advising Center in Breland Hall. I assume the project was too small to warrant much attention, but I must admit it has been frustrating and many promises have been broken. I was asked to step in and take the lead on this for the Dean's Office the beginning of September 2012 and the remodel has yet to begin. We moved everyone out of that space in January, 2013 per instructions of the project manager. I understand how busy Facilities and Services must be. My simple recommendation is that the truth be told when working with clients about priorities and timelines for completion of work. It would be easier for us to plan and less frustrating. Thank you, Ken Van Winkle, Associate Dean

Breland Hall

I am mostly concerned with timely response to things like leaks, or the fire alarm going off for 30 minutes, or people not being able to get keys to their offices for months at a time. I know you have a lot of people and a lot of work to do, and almost universally F & S employees we talk to are very nice, but nice does not equal effective. I feel there is too much delay in fulfilling work orders, on a level that would never be acceptable in the private sector.

Clara Belle Williams Hall

As individuals the staff our polite and professional. At the project level, we have approved funded projects that have existed for over a year and have shown no tangible progress. Promises have been made to us by project managers that have not been kept. Work orders seem to work more smoothly. The work desk staff are very good. The work order AIM system generally works well. Typically, crews arrive in a timely fashion and are able to respond rapidly in emergency situations. They have often come in during off hours to take care of problems that cannot wait. Foster Hall

I like personal feedback when work orders are complete-please continue this. It helps reduced further questions/problems.

When submitting a work order would like to hear from someone as to how long it will be before they either come out to review the problem and give and estimated time for repair

Genesis Center Office


Goddard Hall

Repeated requests for charging stations for plug-in electric vehicles have fallen on deaf ears and with no follow-up.


Time lag in getting work orders acted on and work orders closed with not action taken. Leaking swamp cooler work order submitted over 2 months ago and not addressed yet. Still waiting to get heat turned on.

Herschel Zohn Theatre

workers are very often not sent out to respond to a work order without all necessary information-only a person’s name, only a room number and not the problem, just the problem and not location etc. There is no consistency with notification of a work order completed, sometimes the worker tells me, some bring me a card or have me sign a paper, most of the time nothing-I have to go check if work was done or not

Milton Hall



None

It takes too long to make decisions on projects. For Example the Indoor Pool lighting projects. (Replace the lights for the indoor pool). It has been over a year, and I don't know when it is going to happen.

Natatorium


Regents Row

Really non-responsive. Little or no contact via phone with project updates. Pitiful excuses for not getting work done. The guys are friendly but clearly are not given the freedom to be responsible for their work. They seem to be overly controlled when it seems that they are responsible workers but not given the ability to be so. Overworked and stressed is what I hear from them often. They seem to just not care.

Our advising staff vacated our Breland Hall advising center in February 2013. They have been in Regents Row for almost a year and had planned to return to their offices by Summer 2013 (according to Facilities). Our remodeling project continues to be delayed. We are very unhappy with the lack of progress and promises given on completion of this renovation project.

The bad: 1. Timeliness of responses from management is horrendous --- OFS would fail as a business as their clients would find others to do their work. 2. Estimates for work take too long. 3. Rates for work are way, way over what should be charged. Departments must look outside of NMSU to get reasonably priced work completed. 4. Senior staff should be trained in customer service with customer service being part of their performance evaluation. 5. "Adversarial" comes to mind when dealing with OFS. The good: 1. The rank and file staff are hardworking, pleasant and responsive. 2. The potential for Facilities to be great is there.

Science Hall

Building projects are slow and overpriced. Electrical is overpriced. We have observed large numbers of staff involved in handling tiny projects, such as painting or replacing floor tile. Skeen Hall

It seems that we are not able to communicate as effectively with F&S as we have in the past--in fact it's rather astonishing how difficult it's become. Not sure if it's because of high turnover, restructurings or new project management processes? It's very frustrating (and inefficient) when there's a facility-related or project issue/concern and it takes numerous emails and phone calls to simply address (let alone resolve) an issue--let alone receive follow-up. It would be VERY helpful if there was a web form that a customer could complete when we feel that an issue is not being addressed.

Zuhl Library


Sustainability Thirty (15%) comments referred to sustainability. The lack of recycling bins on campus was a major concern. Respondents suggested more recycling bins were needed and they should be placed in better locations. A special project made by Geography students about mapping recycling bins on NMSU campus was mentioned by one of the respondents. Another concern about sustainability was the efficiency of water usage. Comments indicated some sprinklers pointed into sidewalks and streets, but in other areas grass were over-watered. Some respondents suggested FS used more low-water use plants.

Courtesy of Staff - 1 Comment Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins (kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.



Energy - 1 Comment I am very interested in establishing an energy conservation initiative at AR B, or for the entire AR complex. The initiative would incorporate energy savings devices along with educating staff. Recommendations and various options to reduce energy consumption have been sent to the Office of Sustainability over the past year; however, we haven't seen any movement toward seriously considering the options or request other than the initial request for metering information. EHS has some very well qualified individuals in their department; however, some of the decision makers seem to be driven by keeping claims or expenses down at all costs. I question the department’s commitment to determining the root cause of issues brought to their attention; it appears that their focus is finding a way to dispute that a potential problem exists so that their department does not get saddled with an expense to investigate and repair. It's unfortunate that an individual’s authority and position is used to say that a problem doesn't exist even though evidence suggests there is. The suggestion that corrections will be made only if an employee can demonstrate that a medical condition exists as the result of an environmental health issue, and this can be backed up by repeated workers compensation claims, is a poor business model to adopt.


Lighting - 1 Comment Like to see light sensors in the classrooms at Business Complex and Guthrie. LED lighting would help. Some of the largest classrooms in Guthrie do not have recycling bins. That said, Very much appreciate the progress being made to insulate the buildings. Thank you for all you do



Recycling - 19 Comments Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins (kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid-day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.


We need more reculing bins on campus and placed in better locationss. Geography students did a project for a special studies class that mapped all bins, noted areas that needed more, and provided suggestions to FS staff. Can someone in FS follow up to me personally on this? THis is Christopher Brown, [email protected], 6-1892. Also, grounds people do a nice job, but I still object to the widespread use of gass powered blowers to deal with leaves and dust. Yes, they blow the dust and debris off sidewalks and parking lots, but the dust goes into the air along with the exhaust, creating air pollution with negative health impacts. The noise is very distracting as well. / Thanks / Christopher Brown, Department Head of Geography / [email protected], 6-1892.

Breland Hall


We need more recycling bins. there should be 2 recycling bins for every single trash bin on campus. We should prevent (prohibit) vendors from bringing certain materials to campus. Specifically styrofoam and paper/plastic cups. I would like to see more effort to reduce invasive weeds on campus and maintain healthy trees. We lost many trees around Breland hall and few have been replanted. The courtyard on the west side lost 4 trees. There is also much invasive vine (milkweed) covering the Mexican elder next to Hardman. This will spread if left alone. It appears that trimming of hedges and tree branches is done not for the tree or growth patterns but instead trimmed by the hour (just to put hours on the time-clock) with no care as to plant health or growth. For example, the trees in front of the parking meters at the pool have branches that are low enough to hit your head on them but the small branches against the bole have been trimmed.

Breland Hall

in the business complex, the service is horrible, the classrooms are dirty, the bathrooms are dirty and have been without soap for two weeks! there is no recycling, sure there are bins, but they just put it in the trash. the classrooms I teach in look as though they have not been cleaned this semester. The bathrooms would be my biggest health concern. Business Complex

Building Like to see light sensors in the classrooms at Business Complex and Guthrie. LED lighting would help. Some of the largest classrooms in Guthrie do not have recycling bins. That said, Very much appreciate the progress being made to insulate the buildings. Thank you for all you do

For the most part, I have been very satisfied with the performance of those branches of Facilities and Services with which I have had contact. My main suggestion regarding sustainability is to replace much of the grass on campus with xeriscaping and provide as many recycling receptacles as possible.

Chemistry Building

I understand the way the recycling program is currently structured and works however, is there a way to grow the program?

Facilities and Services Office


Gerald Thomas Hall

Office trash collection: why can't the trash be collected every day? Recycling: does it really take 3 big men to walk through the offices to pick up one or two small blue trashcans once a week? and then, they won't pick up some things. The women in the offices do better at those things , because we have to, then the men that are paid to collect. It is made difficult for employees to take their recycling items to a bin because we have to break it down carry it so far from the building.. What do you pay those men to do besides walk through the hallways. I am talking about Gerald Thomas Building.



Hadley Hall

Would like to be able to recycle plastic and cans.


Re custodial services - trash pick up doesn't happen on a daily basis. As faculty we are in and out of office and sometimes trash from Friday sits there for days and creates smell. This also happens during the week. Also, sometimes there are 3-4 individuals walking the halls to empty recycle bins in each office. It doesn't take 4 people to do this, It seems a waste of resources. With as many students who use the CHSS building, it would be helpful to have more trash bins. My greatest concern is with office cleaning. Offices are not cleaned (carpet) on a regular basis. They get very dusty and if you drop things on the floor, it isn't going to get vacuumed unless you make a request. If there is a policy or plan for cleaning offices, I was told it costs the department. In some cases, we have brought our own vacuum from home or used a dust buster.

NMDA could use more recycling bins, and bigger ones for common areas -- often after a meeting, the recycle bin is full of plastic water bottles, so people begin tossing theirs in the trash! Posters of WHAT can be recycled would be useful for staff who don't already recycle at home. Perhaps those posters could include "Every 100 plastic water bottles recycled saves as much energy as is contained in 1 gallon of fuel" (a made-up statistic) or something like that. Also, the fellows who pick up the trash/recycling from NMDA on Tuesdays are beyond rude. They barge in without so much as a knock on the door or an apology for interrupting, regardless of whether if you're on the phone or in the middle of a meeting. I realize that efficiency is the name of their game, but come on!


Provide recycling bins for each faculty office. O'Donnell Hall Work order response time is extremely slow. I submitted a work order to have closet doors replaced on September 12th and it is still open. The custodian only mops or vacuums half of the time when he comes on Thursday mornings, and cleans the bathroom minimally (i.e. doesn't move the rug to sweep, doesn't sweep in the corners). There have been several times that the recycling and regular trash have been combined - both by recycling and the custodian. Regents Row

Custodial staff pick up trash and recycling into the same garbage bag which leads me to believe they are not turning my recycling into the recycle center. The bathrooms in Regents Row need to be upgraded. They are so old, the floors and sinks cannot be cleaned properly.


Science Hall


The landscaping on campus is nice, but it severely lacking at my building (Skeen Hall). The trees in the parking lot have been dead or missing for YEARS; the irrigation system is terrible in that it often leaves ponds of water on the sidewalks and in the parking lot (waste of our water resources). Recycling in the building is hit or miss. I applaud the increase in recycling on campus, but the staff that come collect the recycling on Tuesdays in Skeen rarely collect the bins from the offices in the center of the hallways (usually grad student offices; those without windows to the outdoors). In line with sustainability, the white bicyclist decals painted on some of the main roads are great! Vehicles seem to finally get that cyclists belong on the road and that they shouldn't honk at cyclists, and should give them space. Thank you for those decals, and please make sure they stay fresh and visible; some of them are worn already to the point where they aren't very visible. We cyclists would love to see MANY MORE of these cyclist decals on the streets all around the university. It would be nice to see more, and better-maintained bike paths on campus. The asphalt ones along University Ave are tooth-jarringly bad. As an aside, there is a substantial pothole on Espina in the western-most southbound lane just north of the stop sign at the bottom of the horseshoe. / I really appreciate what NMSU is doing to be more sustainable and look forward to progress of the sustainability program in the coming years. I can't wait to see great strides being made in sustainability at NMSU.

Skeen Hall

I actually think OFS does a great job, and overall I find the staff really friendly. There needs to be more trash receptacles as well as more committed resources toward recycling. Speech Building


Water usage - 8 Comments Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins(kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.


Please constantly adjust sprinkler heads and keep water off the sidewalks. The watering should be keep to the nighttime hours. When the rare snow and ice hit NMSU, the sidewalks in front of the building(s) are salted or sanded. however, the concrete paths are not, creating a major hazard to get to your vehicle. Special attention should be given to areas where sunlight rarely exposes a path - ice can stay there for a LONG time.

Anderson Hall (PSL)

There is far too much water wasted. Sprinklers point into sidewalks and streets, but in other areas grass gets over-watered to the point of yellowing from getting drowned. There are a couple areas on campus that have done a fine job of using water-wise and native plants and it looks gorgeous (the new stretch on the south side of the PanAm area springs to mind). But yet there are vast expanses of grass that are never used and just suck up water. Use the Arizona campuses as a model of how one can have a lush landscape without using water-hog plants and grass. NMSU has the knowledge on low-water use plants, the landscapers should make use of that knowledge.

Astronomy Building


I don't really know anything about the OoS efforts to make energy and water usage more sustainable on campus so I just gave them a neutral rating on those questions. I wish that it were more publicized on campus what is trying to be done to make campus more sustainable because I think that it is a really important issue, but I don't really have time to go and talk about it with people at OoS.

Foster Hall

Stop watering when it is raining Gerald Thomas Hall


Hadley Hall


Science Hall


Skeen Hall

Overall - 23 Comments I feel Facilities and Services does an outstanding job overall, and I do not have any additional concerns at this time.


The staff of Facilities and Services have always provided exceptional service. Thank you for all you do.

I appreciate the updates/pictures sent out by Facilities and Services (e.g. construction projects, newsletters). I'm also appreciative of the recycling and sustainability initiatives. Facilities and Services is a dedicated group!

Safe rides to reach places inside campus or closer during the night. Biology Annex I just wanted to mention that I love Glen Haubold's updates. Sounds cheesy, but I really look forward to them. (And no, Glen did not slip me 5 bucks to say that.) Branson Library

Great job! Hope everyone gets a pat on the back and raises! Breland Hall I would suggest providing better equipment and transportation for the hard working Facilities Staff, especially the Movers who are constantly on-demand. During the summer I noticed that they were driving their moving trucks with no air-conditioner! Really?! And they have to wear long-sleeved denim uniforms in the extreme heat! Treat your hard working employees with respect and the dignity that they deserve.

Corbett Center


Staff has always been very nice and helpful! Garcia Annex Overall the work orders are responded to in a timely manner. Key requests take a bit longer. I think all is done satisfactory, possibly having a contact a number for janitors when an issue comes up and unable to locate them or supervisors. Good work from all as this is a big area to take care of.



Gerald Thomas Hall


Goddard Hall

I feel we have an awesome FS group of employees.

Hadley Hall Great service...Marie does a wonderful job in Hadley Hall. Generally, I am very pleased with the professionalism and customer service of OFS employees. Many folks admire how well our campus looks and many believe it to be an oasis in the desert. Keep up the good work.

OFS really, really needs to represent itself as one unit instead of a conglomeration of several departments. As a consumer, I really don't care that structural says is HVAC and HVAC blames structural (just an example). I just want the leaks fixed! Even once is too many times for this "it's not my fault" attitude or off-putting responsibility coming from your departments.


At times there seem to be water leaks underground that run for days and weeks. Every request like blowing off steps, changing light bulbs, etc are handled very well. Wonderfully courteous staff.

Milton Hall


Having worked closely with residents on South Campus, many resident's see the idea of NMSU's facilities and services department as a bad joke at their expense. What's even more sad was having to listen to resident's constantly be told by staff "Sorry, maintenance is working on it... Sorry, maintenance doesn't have those parts now ,check again next week... Sorry, you can't do the work on your own, you have to wait until maintenance determines it is a priority... Sorry, all of our resident's are dealing with this problem... I know you went through this last semester... I'll let them know that they did not fix it and it is still broken... Preventive maintenance should be practiced as oppose to reactive maintenance. While the shortsided idea of not fixing anything until it is unrepairable saves money now, it makes university look cheap and run-down. I've heard many workers laugh and say what a joke this place is and how nobody wants to spend any money to improve the university, they just want to make sure that their numbers look good and are lower than last year. This instills what I have found to be called "the land of manana mentality (why care today?)." Why fix it today when you put it off until tomorrow? Why replace something now when we can keep putting new pieces of tape on it later? Why should I bother doing a good job when the university refuses to give me the tools/equipment/manpower needed to do a proper job? Who cares as long as I get my salary or paychecks? / Is there any amount of accountability at any level? It seems the answer is no, which is reflected by the constatnt addressing of repeat issues as if they are new problems unseen before. If Facilities and services was doing a proper job they would know it by the attitude reflected in faculty, staff, and students. However, I've seen and met staff who puts in 110% despite the fact that everything they do is done with one hand tied behind their back. They are few and far between and should be the ones in charge.

Milton Hall

Overall satisfied, some WO get delayed because of parts and age of equipment. We have some kind of issue with AC every week and sometime multiple times a day, because of the age of the building. Everyone is good to work with and care about their jobs and how good of job they do. I appreciate everything these folks do for us.



I do not feel that there is good communication when making changes particularly with janitorial staff. The CHC is a patient care area and the staff that works here are trained on the type of work. Making changes with janitorial staff who do an excellent job is troublesome. Once a team member is trained and fits in results in adjustment for the entire building. I understand when a person leaves the organization but just to move for movement sake seems like a waste of time, training, and staff resources.

Student Health Center

Please check out this website. It appears to me that the campus's ATV are not operating within the laws of NM. http://www.atvsafety.gov/state/newmexico.html

Thomas & Brown Hall

The janitorial personnel are always really nice and helpful, especially Olivia and Jimmy. Walden Hall Certain areas of the campus property are routinely neglected - like there is an invisible border where maintenance stops. That line is administrative, not physical, and it results in variability of the condition of grounds, buildings, even roads. An unfortunate reality.

Wells Hall


Survey Instrument - 1 Comment Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins(kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.


Appendix B: Comments by Building Affiliation

Comments Building I feel Facilities and Services does an outstanding job overall, and I do not have any additional concerns at this time.


The Office of Facilities and Services - across the board - appears to be chronically understaffed and overworked. Customer service suffers and NMSU is not served well, even though OFS has some excellent professionals on the front line. If you want to truly go above and beyond, perhaps some people oriented leadership is needed, as the current administration seems to be lacking leadership skills and is only focused on their bottom line.

The staff of Facilities and Services have always provided exceptional service. Thank you for all you do.

I appreciate the updates/pictures sent out by Facilities and Services (e.g. construction projects, newsletters). I'm also appreciative of the recycling and sustainability initiatives. Facilities and Services is a dedicated group! Many of my answers were not excessively positive, and that doesn't always indicate that things are terrible, but rather there's so much more we can be doing. A few specifics: Satisfaction with recycling: I LOVE that we're doing it, but the arrangement and availability of bins on campus is just not enough. Furthermore, departments should be provided with many more LARGE blue bins(kitchen trash can size), because the time it takes for an office wastebasket sized blue bin to fill up is comical, and once it is full people start using trash cans again. Water efficiency: There is still an embarrassing amount of water waste on this campus, including watering the IM and rugby fields at mid day in the summer, sprinklers that still end up spilling onto the sidewalk, and so on. Whatever water efficiency measures NMSU is employing, I haven't heard of them and it is difficult to believe they're in earnest considering that NMSU is using a lot of water to preserve its water rights. There's big money at stake I'm sure, but it is disappointing that NMSU isn't taking public leadership on this issue. For example, the new practice fields established near the tailgate area? Those are using water sprinklers. That's NEW water use, not less, during a massive drought, and at a time when artificial turf options are better and better. On the note of water conservation, I hope that NMSU is NOT considering implementing sensor automatic flushing toilets. Those cannot be water savers, because there generate so many additional auto-flushes that I'd venture they waste 4x the water of the current system. Please keep this horrible technology off the table, I've seen them in action at another governmental agency and they were hated by everyone and absolutely wasteful of water. The Environmental Health and Safety website is a complete unmitigated disaster. The information is important and the quality of information is high, but absolutely buried and overshadowed by the horrible website and distracting graphics and layout. On the class registration front, It is frankly next-to-impossible to find upcoming HazComm safety classes and if you do, registering is a burdensome action and whether you are successful or not is a black box. The Defensive Driving course registration process is not much better. Why doesn't EH&S start using the Training Central system that other training departments (Teaching Academy, CLPD) use? Staff teaching defensive driving are earnest and skilled, but their teaching style can be overly casual, which minimizes the importance of the material and turns the training into a rubber stamp. That said, the vivid imagery used to promote seat belts has certainly stuck with me, but little else. Personal courtesy of the Sustainability office: joni newcomer is doubtless a dynamic leader on this campus and her efforts should be recognized, year after year. However, I witnessed her talk down to a friend for not knowing about the uncapitalization of her name in a very condescending manner and it completely turned me off to her. Let's not let egos get in the way of courtesy. Otherwise, I want to give her big kudos for the energy with which she's approaching the job and tell her to keep it up, and thank you. Things are good but still not where they should be. General staff courtesy and professionalism, I have found to be very high, both in your admin office and in your workers in the field. I've observed your staff to be polite and very earnest about solving problems. Turnaround time in the key office can be slow, particularly for new employees. Your lighting shop in particular has a veteran employee (who was out for a while on rotation to other duties) who is simply outstanding. I think his name is Sergio... Regarding this survey, the questions are a broad brush, particularly with rating satisfaction of the whole department. Some units have been very good and responsive, others less so. The survey doesn't allow for describing multiple interactions within Facilities and Services. On a final note, it is silly that I have to remember all my supplementary comments at the very end of the survey. Put these blank text boxes after every question so that we can elaborate on our ratings. People should be able to explain what they mean by an excellent or poor rating.


I am very interested in establishing an energy conservation initiative at AR B, or for the entire AR complex. The initiative would incorporate energy savings devices along with educating staff. Recommendations and various options to reduce energy consumption have been sent to the Office of Sustainability over the past year, however, we haven't seen any movement toward seriously considering the options or request other than the initial request for metering information. EHS has some very well qualified individuals in their department, however, some of the decision makers seem to be driven by keeping claims or expenses down at all costs. I question the departments commitment to determining the root cause of issues brought to their attention; it appears that their focus is finding a way to dispute that a potential problem exists so that their department does not get saddled with an expense to investigate and repair. It's unfortunate that an individuals authority and position is used to say that a problem doesn't exist even though evidence suggests there is. The suggestion that corrections will be made only if an employee can demonstrate that a medical condition exists as the result of an environmental health issue, and this can be backed up by repeated workers compensation claims, is a poor business model to adopt.


Cleaning of building carpets seems less and less each year. This is resulting in higher wear and permanent stains. It makes more sense to better maintain and prolong carpet life. New landscape is more water efficient BUT it does now require more maintenance- more staff, more time to keep it proper. The weeds growing in the rocks were not removed even after they were finally pulled, so they became litter and still are littering the area. Appreciate opportunity to provide honest feedback.

I have partly responded due to the concerns of my fellow co-workers and management. We have had some air quality issues in the north end of the building which have not affected me personally; however other members of the staff have been affected. My understanding of the situation is that a persistent odor of mold and mildew is present with physical evidence of mold, however Environmental Health has not come to the same conclusions and only minor remediation has occurred (airing out the area). We have also heard from our next door neighbors (Institutional Analysis) and the administrative assistant regarding the temperature in the office. Again, I have not experienced the same concerns. One of my concerns is the lighting; however I have not taken additional follow-up measures to ensure that the lights work adequately. I have an entire light that is out and the other lights go on and off intermittently and flicker on occasion. Finally, we have not had handicapped accessible doors in our facility. I do understand that the issue has been raised and we expect to be getting an automatic door at some point. Our department a facility is used for training and should be completely accessible.

There is quite a bit of tracking in of grass and debris in the building which requires that the carpets be vacuumed more frequently than they are currently being done.

I have had to wait three weeks before any work got done on my project, . and it is still not done . You need more people to get problems taken care of sooner. ...This is a larger campus , with a lot of mechanical problems because of old equipment

Anderson Hall (PSL)

Please constantly adjust sprinkler heads and keep water off the sidewalks. The watering should be keep to the nighttime hours. When the rare snow and ice hit NMSU, the sidewalks in front of the building(s) are salted or sanded. however, the concrete paths are not, creating a major hazard to get to your vehicle. Special attention should be given to areas where sunlight rarely exposes a path - ice can stay there for a LONG time.


Anita, the primary custodian for Anderson Hall (PSL) is fantastic! She is a very hard-worker and keeps this building immaculate. PSL is very fortunate to have her working in this building. Anderson Hall

(PSL)

There is far too much water wasted. Sprinklers point into sidewalks and streets, but in other areas grass gets over-watered to the point of yellowing from getting drowned. There are a couple areas on campus that have done a fine job of using water-wise and native plants and it looks gorgeous (the new stretch on the south side of the PanAm area springs to mind). But yet there are vast expanses of grass that are never used and just suck up water. Use the Arizona campuses as a model of how one can have a lush landscape without using water-hog plants and grass. NMSU has the knowledge on low-water use plants, the landscapers should make use of that knowledge.

Astronomy Building

First, I am not sure if this survey was intended for me or for the department head. From the nature of some of the questions, i suspect the latter. I am not the department head. Second, we have seen a large drop in custodial services which I suspect is partially driven by budget cuts. This affects especially the bathrooms which are now cleaned twice per week perhaps? Not often enough. In making the cuts, it seems that far more priority has been given to the grounds than to the cleanliness of bathrooms and offices. As far as i can tell, offices are never cleaned. Dust piles up, vacuuming is no longer done it seems. I do NOT blame the custodial staff; I suspect they are simply given orders as to what to do and what not to do. I'd rather have my office cleaned (at minimum the floor every now and then) than see a leave blower out there at the first sign of leaves falling down, or have the grass cut yet again even when it is pretty short.

The project management fee of 7.5% is exorbitant for projects that require a minimum of oversight. An hourly rate would make much more sense and be more reflective of actual project management work accomplished.

Barnes & Noble

Safe rides to reach places inside campus or closer during the night. Biology Annex I would like to mention that the custodians at Branson are very attentive to the faculty/staff. They do an excellent job and keep the building looking clean considering how many people use the building on a daily basis.

Branson Library


I received no response to an email that I sent to the custodial supervisor (with a cc: to his boss) regarding the custodians in the building where I work. It was a positive email and would have liked to know if they got it and that they would recognize the good work of their employees. This leaves the impression that they do not care about what I think, nor do they care whether their employees know.

Branson 2nd floor HVAC is a disaster. Even before the construction the temperature levels throughout the floor were not maintained at any consistent level. All we ever get are platitudes and nothing is ever fixed and issues are not communicated.

I just wanted to mention that I love Glen Haubold's updates. Sounds cheesy, but I really look forward to them. (And no, Glen did not slip me 5 bucks to say that.)


Are you guys in charge of roads? If not, could you tell whoever is that that dip on Stewart St. is ridiculous and if they're not going to fix it can they at least move the barrels so I can go around it again?

Branson Library

Branson Library requested the outside building windows to be washed two years ago. Where are we on the list for this to be done? / Our opening hours are at 7:30 am Mon- Friday for the public. What directive (time frame) has been given to the custodians to complete the cleaning of the public area, lobby, restrooms, computer lab, etc? Concerned for the public safety if the restrooms could be cleaned before the doors open for business.

I have appreciated having Kika as our custodian on the 4th floor of Branson Library. Our offices recently moved to the 2nd floor, we will miss her efficient and friendly service. She was always willing to help solve a problem or direct us to who could assist us with building needs. I am sure we will continue to get quality service from Lucy, as she seems just as friendly and willing to help out. Thank you!

My office gets vacuumed extremely infrequently and when I complained about this to the person who is in charge of the janitors he was a complete jerk and denied there was a problem. So excuse me if I doubt your commitment to excellence, because it certainly seems like the people on the ground can't be bothered.

Breland Hall

It is always a pleasure working with F & S. I have routinely found the office and maintenance staff to be courteous, knowledgeable, efficient, and very helpful. Thank you!

We are on our 3rd project manager (and as many interior designers, I believe the architect also changed a couple of times) for a remodel of the Advising Center in Breland Hall. I assume the project was too small to warrant much attention, but I must admit it has been frustrating and many promises have been broken. I was asked to step in and take the lead on this for the Dean's Office the beginning of September 2012 and the remodel has yet to begin. We moved everyone out of that space in January, 2013 per instructions of the project manager. I understand how busy Facilities and Services must be. My simple recommendation is that the truth be told when working with clients about priorities and timelines for completion of work. It would be easier for us to plan and less frustrating. Thank you, Ken Van Winkle, Associate Dean

We need more recycling bins on campus and placed in better locations. Geography students did a project for a special studies class that mapped all bins, noted areas that needed more, and provided suggestions to FS staff. Can someone in FS follow up to me personally on this? This is Christopher Brown, [email protected], 6-1892. Also, grounds people do a nice job, but I still object to the widespread use of gas powered blowers to deal with leaves and dust. Yes, they blow the dust and debris off sidewalks and parking lots, but the dust goes into the air along with the exhaust, creating air pollution with negative health impacts. The noise is very distracting as well. / Thanks / Christopher Brown, Department Head of Geography / [email protected], 6-1892.

Breland Hall


Heating/cooling have been problems in my office. The system is old and does not keep rooms at a consistent temperature. There is a dramatic difference between offices on the sunny side of the building and those on the shady side. We really need a turn lane on the corner of Stewart and Locust. Morning traffic can back up substantially there. Also, I frequently pass people walking in the bike lanes on Stewart east of the apartments, since there is no sidewalk there. The coaches building was landscaped to make people go all the way around, instead of providing a straight sidewalk. Despite the money spent on landscaping, there is no sidewalk at all by the Pan Am parking lot. These are developed areas, folks--they should have decent sidewalks. In general, the campus is not laid out well for anyone--pedestrians or drivers. There are at least two sidewalks to nowhere--one by the Engineering complex that ends in a wall, and a walkway by the lot to the east of the Activity Center--under the trees, and it just ends.

Breland Hall Great job! Hope everyone gets a pat on the back and raises! We need more recycling bins. there should be 2 recycling bins for every single trash bin on campus. We should prevent (prohibit) vendors from bringing certain materials to campus. Specifically styrofoam and paper/plastic cups. / I would like to see more effort to reduce invasive weeds on campus and maintain healthy trees. We lost many trees around Breland hall and few have been replanted. The courtyard on the west side lost 4 trees. There is also much invasive vine (milkweed) covering the Mexican elder next to Hardman. This will spread if left alone. It appears that trimming of hedges and tree branches is done not for the tree or growth patterns but instead trimmed by the hour (just to put hours on the time-clock) with no care as to plant health or growth. For example, the trees in front of the parking meters at the pool have branches that are low enough to hit your head on them but the small branches against the bole have been trimmed.

There is a very large mulberry tree on the east side of the Breland's north side patio, that has large, heavy, dead branches. It looks like about 1/4 to a 1/3 of canopy. I wonder about liability every time I walk over to Corbett.

in the business complex, the service is horrible, the classrooms are dirty, the bathrooms are dirty and have been without soap for two weeks! there is no recycling, sure there are bins, but they just put it in the trash. the classrooms I teach in look as though they have not been cleaned this semester. The bathrooms would be my biggest health concern.

Business Complex

Soap in the men's bathroom has been empty for over a week now. This is a health hazard especially since we are entering flu season. Would ask the person responsible for changing this be more mindful. I think the restrooms need to be upgraded as well to reduce the spread of germs/virus. Installing touchless toilets and faucets will stop spread of germs and reduce water waste.

Outside stairways should always be cleaned on a scheduled basis. Summertime brings a lot of spiders, bats and cats in the area. Top of stairways always has many spider webs and spiders which I have been personally bitten time after time. Needs to be spray washed walls, celling and stairs. Inside stairways need to be cleaned daily, drinks and food always are spilled and the stairway looks very dirty.

Like to see light sensors in the classrooms at Business Complex and Guthrie. LED lighting would help. Some of the largest classrooms in Guthrie do not have recycling bins. That said, Very much appreciate the progress being made to insulate the buildings. Thank you for all you do Business Complex


Costs are very over rated and projects could be done cheaper and faster with better quality by hiring outside the University.

Campus Police/Ag Institute

For the most part, I have been very satisfied with the performance of those branches of Facilities and Services with which I have had contact. My main suggestion regarding sustainability is to replace much of the grass on campus with xeriscaping and provide as many recycling receptacles as possible.

Chemistry Building

For the past 3 years I have complained about the cleanliness of the chemistry building. The hall on the floor that I work on has not been mopped or buffed during this entire time! Coffee stains are still on the floors, the stairs have clumps of dirt on them. The bathrooms have hair left on the floor for usually a week. I don't know why I bother to fill this out since nothing ever changes. In fact, the maintenance people spend more time sitting in out of the way places than working. I have watched them hanging outside when I arrive, and when I'm heading out on an errand maybe 30 mins later, they are still in the same place. When I return, they are still in the same place-another 30 mins later. If I'm lucky, my carpet maybe vacuumed once a month. To say that I'm appalled with this service is an understatement. But, you will probably not do anything about this report-again!!! Another issue I have is with the Facilities decision regarding the carpet in my office. I was pleased with the response and timeliness of getting the walls painted. However, the head of the department that makes decisions about carpets refused to spare a worker for 2 hours with my office was being painted. I had moved all of my office out, so the room was totally empty. Even the painters were shocked that the request to remove and install new carpet-which had been deemed as "beyond repair or cleaning"-was denied. Instead, now when they finally get around to replacing the carpet, a 2 hour job will end up being a full day and more expensive since movers will have to come in a move my furniture. These kind of decisions are not smart, or economically wise! And they are also depressing for the morale! Chemistry Building

The floors are not frequently swept in the old section ('55) of the Chemistry building...some lab rooms are infrequently swept or mopped.

Poor janitorial services in Chem bldg. Very dirty bathrooms, toilets seats, not cleaned on regular basis. Floors, walls, corners, scuff marks, and surfaces, etc. very dirty and grimy. Floors need to be vacuumed regular. Roaches in bathrooms. I once did a workorder to kill numerous, live, large roaches in women's bathroom. They came the next day, sprayed, and left the bodies of the dead roaches littered on the floor. Did not bother to clean up.

Custodians need to lock doors after they finish the task. Also it would be helpful if they would clean one bathroom completely and then start on the next one. Instead they close down several of them simultaneously, making it inconvenient.

I was a bit concerned about the removal of large trees around the chemistry building complex. I felt they shaded the building which should have saved cooling costs.

I am mostly concerned with timely response to things like leaks, or the fire alarm going off for 30 minutes, or people not being able to get keys to their offices for months at a time. I know you have a lot of people and a lot of work to do, and almost universally F & S employees we talk to are very nice, but nice does not equal effective. I feel there is too much delay in fulfilling work orders, on a level that would never be acceptable in the private sector.

Clara Belle Williams Hall



Computer Center As the Director of the NMSU Feral Cat Management Program (FCaMP), I appreciate the high quality of the Groundskeeping work! In recent months, however, I have noticed a number of areas where shrubbery has been removed and xeriscaping has been installed. I understand and appreciate the need to conserve water, but would ask the landscape design folks to remember that a) xeriscaping generally involves the use of lots of rock and gravel, which increases the amount of heat reflected onto buildings and structures during the hottest months (resulting in higher cooling demands), and b) animals depend on the foliage offered by shrubs and trees for shelter from the heat and elements. Thanks for your time and consideration... Michelle Corella

Corbett Center parking lot behind Garcia Annex would benefit from having trash receptacles placed within the parking lot .... our community are litter crazy, especially during the weekends.

Corbett Center I would suggest providing better equipment and transportation for the hard working Facilities Staff, especially the Movers who are constantly on-demand. During the summer I noticed that they were driving their moving trucks with no air-conditioner! Really?! And they have to wear long-sleeved denim uniforms in the extreme heat! Treat your hard working employees with respect and the dignity that they deserve.

The custodial staff in our building is very efficient. We are very pleased with their work. Dove Hall I think the recycling can storage area next to the stairs in Foreman (ECIII) is both an eyesore and a fire hazard. Are there plans to deal with this?


Engineering Complex

My comment is on the custodial staff. In the past I have had a few really efficient custodians on my floor of EC-III (1st floor). From one day to the next they are placed in other bldgs. and then I end up with someone that is not as good as the person that I had before. /

Do cleanup and maintenance around our building at different times during the year, instead of just when the Regents are having a meeting at our building.

Educational Services Center I am very happy with the new custodial workers that have been placed in this building. They are

very attentive and quick to respond to any requests we may have. They are both very friendly and are constantly doing their job.


Project Managers and the project management process are the bane of our existence. Hire more workers who can get the job done rather than the dozens of Project Managers who don't know how to estimate or schedule a job and then dump their failures on the work crew. Give credit where it is deserved. The Project Managers don't have a clue; they mess up plans, forget to schedule things like electrical and ICT. The work crews have to come in, reconfigure plans and make the project work, then they get blamed for being over time and budget and being late to their next project. They are over booked and under informed by "management". Tim Dobson is the root of the problem at F&S. He has no business managing staff. He is disrespectful, patronizing and rude to his own staff and even customers when questioned. There's a reason he "left" his previous job at NASA/White Sands....ask around. He's a liability and he's going to get the University in trouble. It seems like Glen Haubold is trying to do right by his staff and customers, but he's relying too heavily on the WRONG person. He needs to get out and talk to customers and his own workers, he'll learn a lot about the realities of his unit and who's responsible for the low morale, poor workmanship and customer complaints....it's not the lowest classified employees who keep getting punishment and criticism heaped on them from their supervisors and their supervisor's supervisor. The work crews are, for the most part, great people who take pride in NMSU and their work and want to do a good job. If there is a problem employee deal with that separately, don't punish all for the few. Those people are the face of your organization and your best sales people. Treat them like human beings, instead of disobedient animals, and give them the time, resources and information needed to do the work they are able and willing to do.


Since changing out the custodial staff there has been a remarkable improvement. The building looks a lot cleaner. I never see the custodial staff sitting around like the other staff did. I have noticed they are constantly working. Keep up the good work.

My main concern is with the Project Managers and their respective areas. It seems to me that they either have too much on their plate or they have not had time management training. They are very courteous and professional, however they make commitments that they can't keep. They will give you a "yes, we'll do it, it'll take 2 weeks" you don't hear anything for a month....communication between the top and the actual workers and then to the customer regarding work to be done is terrible. Now, I want to be clear, the actual staff from the various shops (Electrical, HVAC, Plumbing, etc. are excellent once they are assigned their WO's. A concern is that their are just not enough workers to go around.

In December 2012, an emergency alarm was installed in my office, based upon recommendation of the Chief of the campus police, seconded by the University Psychologist, and supported by my dean. The service was right on for the installation... However, two months later, charges for this system began being charged to MY PI ACCOUNT. THIS WAS AN UNAUTHORIZED ACCESS TO MY FUNDING. I complained through the system, the best advice was, "we'll remove it". Once again, the workers were polite and prompt. HOWEVER, THIS EXPENSE WAS NEVER AUTHORIZED. THE ORDER CAME FROM UNIVERSITY ADMINSITRATION, I WAS ON SABBATICAL LEAVE, yet continued to receive receipts of monies taken, or is it stolen, from my account. I would seriously appreciate the reimbursement of ALL funds removed from my account in regard to the security features installed, billed, and removed. Call me direct for further information: Dr. K. Wurm, 6-6748

Engineering Complex I


I understand the way the recycling program is currently structured and works however, is there a way to grow the program?

Facilities and Services Office It appears that EH&S is not part of the consolidated Facilities and Services team. They act like

they are isolated from the department and at times think they are better than the rest of the department.

As individuals the staff our polite and professional. At the project level, we have approved funded projects that have existed for over a year and have shown no tangible progress. Promises have been made to us by project managers that have not been kept. Work orders seem to work more smoothly. The work desk staff are very good. The work order AIM system generally works well. Typically, crews arrive in a timely fashion and are able to respond rapidly in emergency situations. They have often come in during off hours to take care of problems that cannot wait.

Foster Hall I like personal feedback when work orders are complete-please continue this. It helps reduced further questions/problems.

I don't really know anything about the OoS efforts to make energy and water usage more sustainable on campus so I just gave them a neutral rating on those questions. I wish that it were more publicized on campus what is trying to be done to make campus more sustainable because I think that it is a really important issue, but I don't really have time to go and talk about it with people at OoS.

Garcia Annex, east side of building, plant area below faculty senate chamber windows - please remove weeds and trash on a regular basis. The same "Sun Chips" bag has been there over a month. Facilities and Services staff will pick up trash on lawn and avoid cleaning this plant area. Two of the plants in the bed are weed trees and have not been removed just cut back. Visitors parking in lot #41 and using this entrance to Garcia Annex should not have to see trash and weeds. All plants should be removed and replaced with xeroscaping to save money on watering. Make sure facilities staff is very aware of the type of conversations they are having when they are working around a building. If a office window is open the subject of the conversation can be heard. Garcia Annex has not received the new building signage. There needs to be signs on both sides of the building.

Garcia Annex



Garcia Annex

The keys we have requested as of late have been all wrong- took forever for the work order to get processed, and then multiple keys were cut wrong. Call not returned, and for some reason when installing a deadbolt, the office made the deadbolt key different from the bottom lock on the door.


Staff has always been very nice and helpful! When submitting a work order would like to hear from someone as to how long it will be before they either come out to review the problem and give and estimated time for repair


Overall the work orders are responded to in a timely manner. Key requests take a bit longer. I think all is done satisfactory, possibly having a contact a number for janitors when an issue comes up and unable to locate them or supervisors. Good work from all as this is a big area to take care of.

we have great custodians in GT bldg Gerald Thomas Hall Stop watering when it is raining


The office trash is not removed as often as it was before, and the cleaning staff is coming by later to clean or vacuum, which is disruptive when on the phone or in a meeting. Also, the restrooms are cleaned later in the morning, which is also an unwelcome change.

Gerald Thomas Hall



I recently relocated from HCSS to GTH and am very pleased with the maintenance staff here at GTH. The staff are pleasant and the building is always well maintained. My only complain here is that my office is ALWAYS freezing. Many people bring in space heaters to stay warm but I can only imagine that this adds to the temperature issues.

The cleaning crew at Gerald Thomas Hall (1st floor) is very friendly, and working very hard to keep up with high demand especially during school times. Bathrooms are always clean with good smell. I appreciate their hard work!


Office trash collection: why can't the trash be collected every day? Recycling: does it really take 3 big men to walk through the offices to pick up one or two small blue trashcans once a week? and then, they won't pick up some things. The women in the offices do better at those things , because we have to, then the men that are paid to collect. It is made difficult for employees to take their recycling items to a bin because we have to break it down carry it so far from the building.. What do you pay those men to do besides walk through the hallways. I am talking about Gerald Thomas Building.


Goddard Hall



Goddard Hall

NMSU is indeed fortunate to enjoy the benefits of a truly professional group of men and women who make up Facilities and Services. From it's leadership down to each individual worker they display a pride in what they do. They are a powerful force in making our University the special place it is. Our thanks goes out to each of you that work so hard on our behalf.

Hadley Hall

I feel we have an awesome FS group of employees. Great service...Marie does a wonderful job in Hadley Hall. 1. I work in Hadley Hall and I understand the need to concentrate on the executive management's office 1st, but so often, the bathrooms are being cleaned when people are arriving to work. It seems to me that the bathrooms should be the first to be cleaned when the custodian gets to work. 2. Material for recycling should be expanded to the level that the City of Las Cruces accepts. Quite frankly people place that material in the recycle bins anyway. 3. Water still runs down the street when sprinklers are on. 4. The bike paths are getting run down and though they are okay for mountain bikes, they're not for road bikes. 5. Chain link fences along University should be replaced by the same fencing that are around the athletic fields.

Generally, I am very pleased with the professionalism and customer service of OFS employees. Many folks admire how well our campus looks and many believe it to be an oasis in the desert. Keep up the good work.

The tables near our area are frequently full of bird feces and are rarely cleaned. There are also not enough tables for use in the area for lunch enjoyment for employees and students.

the crew that comes in on Monday morning for trash and recycle is outstanding, they are polite, cheerful and eager to help. they go above and beyond!

I really feel as though the grounds have not been kept up as well as they have ten years ago. I realize that budgets often dictate this, however this is one area where I believe that Facilities Services should concentrate on. Thanks.

Hardman Hall

I would like our offices to be cleaned/vacuumed on a weekly basis if possible and for our garbage to be emptied out on a daily basis. The stairways in the building also need lots of attention. Spills and dirt take months to be cleaned up. The hand rails i image are also pretty dirty leading to contagious diseases (colds, flu, etc.)

Health and Social Services Building Repeated requests for charging stations for plug-in electric vehicles have fallen on deaf ears and

with no follow-up.

Would like to be able to recycle plastic and cans.


Re custodial services - trash pick up doesn't happen on a daily basis. As faculty we are in and out of office and sometimes trash from Friday sits there for days and creates smell. This also happens during the week. Also, sometimes there are 3-4 individuals walking the halls to empty recycle bins in each office. It doesn't take 4 people to do this, It seems a waste of resources. / With as many students who use the CHSS building, it would be helpful to have more trash bins. / My greatest concern is with office cleaning. Offices are not cleaned (carpet) on a regular basis. They get very dusty and if you drop things on the floor, it isn't going to get vacuumed unless you make a request. If there is a policy or plan for cleaning offices, I was told it costs the department. In some cases, we have brought our own vacuum from home or used a dust buster.


I have very big concerns about the custodial supervisor for the HSS building. She didn't know where the Annex or the Dean's office were. She rarely, if ever, walks the building. The stairwells are always dirty. I'm not sure that the staffing for the building is adequate or that the work is distributed evenly. Our offices are never dusted, the things in the main office are full of dust as are the individual offices. With regards to grounds, there was trash that had spilled out from trash bags in the flower bed at the entrance to the building at it was there for a week, neither the custodial staff or the grounds crew cleaned it up. Pretty nasty, considering this is the entrance visitors use. Our department has had an on-going construction project that was supposed to be completed in the spring. A room the students use has been closed since January and work didn't even start until September. The crew worked for a couple of days and is now is at a standstill. The students have now lost the use of that room for 2 semesters and we still have no idea when the work will be complete. Lots of room for improvement :(

Our building, the Health and Social Services Building, is in need of a makeover. The carpet is worn out and the stairways need painting and dusting, and the tile floors need polishing. Walls are scratched and marked up; dust has settled everywhere. The building looks very neglected.

OFS really, really needs to represent itself as one unit instead of a conglomeration of several departments. As a consumer, I really don't care that structural says is HVAC and HVAC blames structural (just an example). I just want the leaks fixed! Even once is too many times for this "it's not my fault" attitude or off-putting responsibility coming from your departments.

Time lag in getting work orders acted on and work orders closed with not action taken. Leaking swamp cooler work order submitted over 2 months ago and not addressed yet. Still waiting to get heat turned on.

Herschel Zohn Theatre

Custodial staff is very courteous and does a good job keeping the building clean. Tim does a great job Jacobs Hall

Jose Loera of Projects is excellent to work with. Electricians and Plumbers are extremely responsive to our needs. James B.

Delamater Activity Center

Cost is obscene. If you want to do something to help the programs and students, then stop gouging them. The only discourteous person over there is really Mr. Haubold. Were it not for him , the OFS courtesy rating would be "satisfied" to "very satisfied"


The cleanliness of our Building really needs to be improved. When e-mailing Tim Dobson and Art Lucero and the custodian supervisors I am disappointed at the lack of response. I only e-mail when I see we are not at ready for a visit. Took a rag and wiped the dust of our staircase and cleaned or Shires reading room and the glass cases in the hall. Each day I wipe the sinks in the newly remodeled bathroom to keep hard water stains from happening. All of which should be seen by a custodian. Every year at the beginning of October the Alumni Academy comes. The is when I really think Jett Hall should be on the yearly window clean schedule.

Jett Hall

May want to re-evaluate the access and keys policy. It seems to have reverted back to inter-departmental distribution of access keys in student offices, but now is without even department administration accounting of access as the administration personal are trying to enforce the new policies. (Faculty are taking this into there own hands as it takes to long to get keys made under the new policy)

John Whitlock Hernandez Hall

Landscaping to conserve water...where is that again? I don't think I know of any of that on campus. I see lots of grass that is watered often between 10am-5pm. Native plants? by the Biol building only... what about desert tree species that require very little water? Bat boxes would be awesome. Bird boxes would encourage swallows to nest - maybe preventing them from nesting above door ways. Mesquite, desert willow, birds of paradise, etc. can all be trimmed so they grow quite large _admittedly not huge) and provide shade with very little water requirement. Cutting down trees during breeding season of Neotropical migrants should not be allowed. Maybe try clearing leaves off of sidewalks but leaving them when they land on veg.

Jornada USDA Exp. Range HQ (Wooten

Hall)

workers are very often not sent out to respond to a work order with out all necessary information-only a persons name, only a room number and not the problem, just the problem and not location etc. There is no consistency with notification of a work order completed, sometimes the worker tells me, some bring me a card or have me sign a paper, most of the time nothing-I have to go check if work was done or not

Milton Hall

There are a lot of us here in Milton Hall who have been trying to get better custodial services for over a year and still have not been heard/addressed. The bathrooms are awful, my office has NEVER been vacuumed, except by me, and I've been here for years... We pretty much have to do our own cleaning around here for things to be presentable.

At times there seem to be water leaks underground that run for days and weeks. Every request like blowing off steps, changing light bulbs, etc are handled very well. Wonderfully courteous staff.

The worksite of the new theatre building on campus destroyed many beautiful old trees. Some of the trees in this area still show signs of distress, and the grass areas look less than vibrant. The park-like quality of the campus is being eroded with too many building projects that destroy open space and take away from the design of established landscaping.

I am very concerned about the air quality In Milton basement offices when weather turns damp and especially when it rains. The mildew smell is unbearable when it is really damp and on day like today (cloudy and cool) there is a slight odor. I know the building is old but can't we do better?


Having worked closely with residents on South Campus, many resident's see the idea of NMSU's facilities and services department as a bad joke at their expense. What's even more sad was having to listen to resident's constantly be told by staff "Sorry, maintenance is working on it... Sorry, maintenance doesn't have those parts now ,check again next week... Sorry, you can't do the work on your own, you have to wait until maintenance determines it is a priority... Sorry, all of our resident's are dealing with this problem... I know you went through this last semester... I'll let them know that they did not fix it and it is still broken... Preventive maintenance should be practiced as oppose to reactive maintenance. While the shortsided idea of not fixing anything until it is unrepairable saves money now, it makes university look cheap and run-down. I've heard many workers laugh and say what a joke this place is and how nobody wants to spend any money to improve the university, they just want to make sure that their numbers look good and are lower than last year. This instills what I have found to be called "the land of manana mentality (why care today?)." Why fix it today when you put it off until tomorrow? Why replace something now when we can keep putting new pieces of tape on it later? Why should I bother doing a good job when the university refuses to give me the tools/equipment/manpower needed to do a proper job? Who cares as long as I get my salary or paychecks? / Is there any amount of accountability at any level? It seems the answer is no, which is reflected by the constant addressing of repeat issues as if they are new problems unseen before. If Facilities and services was doing a proper job they would know it by the attitude reflected in faculty, staff, and students. However, I've seen and met staff who puts in 110% despite the fact that everything they do is done with one hand tied behind their back. They are few and far between and should be the ones in charge.

Milton Hall

April, our custodian is great. She is always ready for anything asked of her and she takes on extra attention on her own if needed. She is friendly and hardworking.

None

Simple projects are taking 6-7 months to begin. Estimators have very limited knowledge regarding projects (no estimator should be sent out without specific shop managers along with them). The system worked much better when the shop managers were in charge of the estimates and the projects. It was also more beneficial for the person requesting work to be able to talk to a knowledgeable person regarding options etc. The estimator-project managers just do not have the trade skills to contribute effectively to a fruitful discussion regarding a request. Very poor communication regarding project status. The inability for shop staff and the warehouse to stock items significantly increases the time to complete simple tasks, and contributes to additional costs. From a users point of view, and one that has seen many managerial iterations over 20 years, I think this is the worst I have ever seen Facilities and Services handle simple construction and repair requests.

More communication between custodial services and building monitors There is always a disconnect on who completes what work and the customer has to track down that person instead of working with the first person they contacted. Work orders also have to be assigned to different groups but it always falls on the customer to know who they are supposed to be assigned to. It is vary rare that you will find someone who will connect you to the right person to get a job you need. I am always having to call and ask which area is in charge of what and put in different work orders. This results in different timing such that a piece of the work is done before the next person and sometimes they are supposed to be done in the opposite order.


My office is always so cold in the winter, excruciatingly hot in the summer. My exam rooms and my patients are cold. Can't seem to get a comfortable temperature.

None



It takes too long to make decisions on projects. For Example the Indoor Pool lighting projects. (Replace the lights for the indoor pool). It has been over a year, and I don't know when it is going to happen. Natatorium not satisfied with cleaning of locker room showers. we have spoken about issues before but I do not feel that they are being addressed.

Overall satisfied, some WO get delayed because of parts and age of equipment. We have some kind of issue with AC every week and sometime multiple times a day, because of the age of the building. Everyone is good to work with and care about their jobs and how good of job they do. I appreciate everything these folks do for us.


NMDA could use more recycling bins, and bigger ones for common areas -- often after a meeting, the recycle bin is full of plastic water bottles, so people begin tossing theirs in the trash! Posters of WHAT can be recycled would be useful for staff who don't already recycle at home. Perhaps those posters could include "Every 100 plastic water bottles recycled saves as much energy as is contained in 1 gallon of fuel" (a made-up statistic) or something like that. Also, the fellows who pick up the trash/recycling from NMDA on Tuesdays are beyond rude. They barge in without so much as a knock on the door or an apology for interrupting, regardless of whether if you're on the phone or in the middle of a meeting. I realize that efficiency is the name of their game, but come on!

I would like to commend Armida (don't know her last name). She is the main F&S member assigned to service our building (bathrooms, cubicle trash, etc.) She is very professional, and one of the nicest people. It's always a pleasure to see her, and she enjoys talking with all the employees here, and getting to know them personally. She does a fantastic job!


Recently, there has been a change in the individuals who come by on Thursdays to take care of the office trash cans and the recycling. The trash bags are not changed, looks like they just dump out trash and leave the dirty (sometimes torn) trash bag in the can. There is one gentlemen in particular who is rude and lacks the outgoing personality we are use to with the gentleman that was previously placed in this building. There are times when faculty have to come-in early and this gentlemen barges in laughing or talking loudly. His behavior is not a good representation of your office or our university!!!!

O'Donnell Hall

Provide recycling bins for each faculty office. A request for the removal of dead trees outside of OH has remained unresolved. There is a concern that some branches of the trees could be hazardous.

Since we have moved into the renovated O'Donnell Hall, we have not had reliable temperature control in our office--we have no windows that we can open and sometimes the temperatures are not conducive for working. Also, as for our Custodial staff, up until very recently, we had two that had to cover the entire building. The burden placed upon them is unreasonable for the building size. There is a third person and it has helped quite a lot. The lobby/Atrium bathrooms are hit extremely hard and it is hard to keep them presentable.

O'Donnell Hall


Regents Row

Really non-responsive. Little or no contact via phone with project updates. Pitiful excuses for not getting work done. The guys are friendly but clearly are not given the freedom to be responsible for their work. They seem to be overly controlled when it seems that they are responsible workers but not given the ability to be so. Overworked and stressed is what I hear from them often. They seem to just not care.

Since Irene left as custodian in this building the cleanliness of the building has not been as good. I don't think the toilet or sink in my bathroom has been cleaned at all since she left. I think all they do is empty the garbage and check for toilet paper now.

Custodial staff pick up trash and recycling into the same garbage bag which leads me to believe they are not turning my recycling into the recycle center. The bathrooms in Regents Row need to be upgraded. They are so old, the floors and sinks cannot be cleaned properly.


I think that your employees are professional and helpful. I'm concerned that the person who cleans Regents Row does it all himself. I'm not sure whether he has the time to clean and wash the floors for all of the bathrooms, and he takes care of all of our needs for keeping our section of the building clean. I think he needs more assistance to be able to take care of the bathroom cleaning since there is a bathroom for every 2 offices.


The person that cleans is friendly, but we have submitted three work orders that were never fulfilled. We also have to ask for our toilets to be cleaned and carpets vacuumed, even though the person only cleans once a week. Sometimes the bathroom is not clean and/ or our office vacuumed.

Regents Row Our advising staff vacated our Breland Hall advising center in February 2013. They have been in Regents Row for almost a year and had planned to return to their offices by Summer 2013 (according to Facilities). Our remodeling project continues to be delayed. We are very unhappy with the lack of progress and promises given on completion of this renovation project.

I know Rentfrow is an old building and the bathroom needs remodeling, but is seems like the bathrooms needs some work (i.e., faucets drips water or are running most of the day). Rentfrow Gym


Rentfrow Gym

Some of the janitors work very hard, whereas others I often see sitting on stairs texting or lounging in empty classrooms.

Science Hall

The bad: 1. Timeliness of responses from management is horrendous --- OFS would fail as a business as their clients would find others to do their work. 2. Estimates for work take too long. 3. Rates for work are way, way over what should be charged. Departments must look outside of NMSU to get reasonably priced work completed. 4. Senior staff should be trained in customer service with customer service being part of their performance evaluation. 5. "Adversarial" comes to mind when dealing with OFS. The good: 1. The rank and file staff are hard working, pleasant and responsive. 2. The potential for Facilities to be great is there.

The engineering groups should be easier to work with. / All other groups are very friendly and helpful and help problem solve and are very customer oriented.

Skeen Hall After a fire alarm there is NEVER any info that is over and we can return to the bldg It's either hot or cold temperature in this building. Never comfortable


The landscaping on campus is nice, but it severely lacking at my building (Skeen Hall). The trees in the parking lot have been dead or missing for YEARS; the irrigation system is terrible in that it often leaves ponds of water on the sidewalks and in the parking lot (waste of our water resources). Recycling in the building is hit or miss. I applaud the increase in recycling on campus, but the staff that come collect the recycling on Tuesdays in Skeen rarely collect the bins from the offices in the center of the hallways (usually grad student offices; those without windows to the outdoors). / In line with sustainability, the white bicyclist decals painted on some of the main roads are great! Vehicles seem to finally get that cyclists belong on the road and that they shouldn't honk at cyclists, and should give them space. Thank you for those decals, and please make sure they stay fresh and visible; some of them are worn already to the point where they aren't very visible. We cyclists would love to see MANY MORE of these cyclist decals on the streets all around the university. It would be nice to see more, and better-maintained bike paths on campus. The asphalt ones along University Ave are tooth-jarringly bad. As an aside, there is a substantial pothole on Espina in the western-most southbound lane just north of the stop sign at the bottom of the horseshoe. / I really appreciate what NMSU is doing to be more sustainable and look forward to progress of the sustainability program in the coming years. I can't wait to see great strides being made in sustainability at NMSU.

Skeen Hall

Building projects are slow and overpriced. Electrical is overpriced. We have observed large numbers of staff involved in handling tiny projects, such as painting or replacing floor tile.

Communicate across all University offices---esp. Police and Fire---about power outages, especially early morning and later night hours. We obviously can tell when the power is out, but is anybody out there aware of it? Have the appropriate steps been followed already to notify El Paso Electric or whoever that power is out? Crews are on the way? Who/what office is the right one to call when that happens? We had that problem in Skeen at 6AM earlier this year and our efforts to notify Police and Fire showed they were as clueless as we were---not their fault, but what's the plan here?




Stan Fulton Center

I do not feel that there is good communication when making changes particularly with janitorial staff. The CHC is a patient care area and the staff that works here are trained on the type of work. Making changes with janitorial staff who do an excellent job is troublesome. Once a team member is trained and fits in results in adjustment for the entire building. I understand when a person leaves the organization but just to move for movement sake seems like a waste of time, training, and staff resources.

Student Health Center

Please checkout this website. It appears to me that the campus's ATV are not operating within the laws of NM. http://www.atvsafety.gov/state/newmexico.html

Thomas & Brown Hall


The janitorial personnel are always really nice and helpful, especially Olivia and Jimmy. Walden Hall Certain areas of the campus property are routinely neglected - like there is an invisible border where maintenance stops. That line is administrative, not physical, and it results in variability of the condition of grounds, buildings, even roads. An unfortunate reality.

Wells Hall




Zuhl Library It seems that we are not able to communicate as effectively with F&S as we have in the past--in fact it's rather astonishing how difficult it's become. Not sure if it's because of high turnover, restructurings or new project management processes? It's very frustrating (and inefficient) when there's a facility-related or project issue/concern and it takes numerous emails and phone calls to simply address (let alone resolve) an issue--let alone receive follow-up. It would be VERY helpful if there was a web form that a customer could complete when we feel that an issue is not being addressed.

Documents

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