SmartTask Campus Workforce Performance Management

University Of Wolverhampton Case Study

BACKGROUND

University of WolverhamptonThe University of Wolverhampton is spread across three main campuses in the West Midlands, Shropshire and Staffordshire. The University delivers over 500 undergraduate and postgraduate courses to around 20,000 students by 18 schools and institutes at locations in Wolverhampton, Walsall and Telford.

CHALLENGE

With diverse range of teams spread across its three main campuses, the University’s central facilities function faced a host of challenges in terms of administration and management. Furthermore, ongoing cost pressures and budget constraints meant it was necessary to maximise the performance of available resources at all times to achieve the highest levels of productivity possible.

Operational issues included:

  • Employee performance management across multiple cost centres
  • Monitoring staff attendance, managing resource planning and maintaining records
  • Ensuring health and safety inspections are completed with easy access to records
  • Efficient capturing of audits and management of the paperwork generated
  • Capturing and management of incident details across multiple sites
  • Managing and storing the large amount of paper forms generated
  • Protecting lone workers working within the facilities management team

In particular, the University was in the process of expanding its communications rota to incorporate five reception desks, four of which were new, and a central switch room. Each was operated from 8am to 8pm, Monday to Friday, using a team of 19 employees. All staff planning had to factor in a wide range working constraints including Morning or Afternoon shifts only, split weeks and restrictions based on health reasons, as well as maximum 3.5 hour shift for an individual member of staff to work on anyone shift. With such complex parameters, it quickly became clear that it was not possible to schedule the team using a paper-based, manual process.

THE SOLUTION

The University selected SmartTask, the easy-to-use employee scheduling and mobile workforce management solution, to overcome the scheduling difficulties it faced for its communications rota. SmartTask has been developed to provide facilities and estates managers with the tools they need to performance manage staff and improve employee accountability across the campus.

While trialling SmartTask, it quickly became clear that the system could support a wide range of applications that would provide effective visibility and control across the University’s campus operations and estate management. In fact, the flexibility of SmartTask has enable the University to implement a phased roll-out in-line with resource, time and funding availability within the central facilities team.

Sandy Shaw - Campus Operations Manager, Estates and Facilities“We are committed continuous improvement within campus operations and estate management to provide high levels of service to students in the most cost effective way possible. We simply would not have been able to achieve our objective without SmartTask, which has already become an essential management tool within our operation.”

Sandy Shaw, Campus Operations Manager, Estates and Facilities 

As a result, SmartTask is helping support static-and demand-based resourcing to ensure that reception desks, security, caretaking and cleaning resources are optimally planned. Proof of attendance monitoring is also enabling the central team can track any missed shifts with KPI analysis for employee performance management.

Meanwhile, integrated inspections, incident reporting and smart forms is simplifying and streamlining a wide range of auditing process, risk assessments and compliance checks. This is not only vastly reducing administrative time and effort in terms of storage, retrieval and reporting of information, but also allowing the central team to quickly identify problem areas, ensuring they are quickly reviewed and actioned by the appropriate department.

SmartTask is also helping with lone worker protection, enabling proactive and reactive support of vulnerable staff across each campus, while integrated checks are making sure supervisory teams and following the desired process to achieve high levels of security and safety.

“SmartTask is helping us take control of our remote teams, making sure they are operating safely in accordance with our precise operational requirements. As a result, we are delivering higher levels of compliant service by making the most of our FM teams, while streamlining administrative and management processes to target cost, time and resource efficiencies.”

Sandy Shaw, Campus Operations Manager, Estates and Facilities 

SMARTTASK IN ACTION

Reception Desk

Uni of Wolves ReceptionThe University is using SmartTask’s Intelligent Rostering capabilities to effectively schedule the 19-strong team in the most efficient manner, using a unique workflow algorithm to identify suitable staff based on availability, holidays, historical shift patterns and exact job requirements. Rosters are provided the Thursday before either via email or through the MySmartTask app, which staff can download to their personal smartphones. Moving forward, the university plans to supply rosters a month in advance, which can be updated where necessary and confirmed the week before based on any unexpected changes to staff availability and circumstances.

Meanwhile, the University is using SmartTask to monitor proof of attendance to quickly identify and address any issues at each location. Employees book on and off shifts using an interactive voice response (IVR) call system, which captures start and stop times, along with working hours. Not only does this allow the university to track schedules against actual performance – including levels of lateness, sick leave and other absences – but also have real-time visibility of any missed shifts or staffing shortages. In particular, the location manager receives an email alert if any employee is over 20 minutes late starting their shift, so corrective action can be taken.

Mailroom

SmartTask Mailroom University of WolvesAs parcels are received into the university they are scanned into the mailroom using SmartTask POD on a TC55 device from Zebra Technologies. Staff and students collecting parcels sign for them on the device, all this data is uploaded wirelessly to the cloud-based system, providing an electronic audit trail in the event a parcel is reported missing. This helps the facilities team to locate packages quickly and efficiently helping reduce the admin overhead of proving whether a parcel has been received or not.

Caretaking

A team of 30 caretakers are coordinated from a central student office to ensure that 1,400 rooms at halls of residence located across the three campuses are inspected before and after occupation. Previously organised manually using a paper-based system, the university wanted to simplify the process, removing any mistakes and inaccuracies.

Uni of Wolves Halls of ResidenceCaretakers are provided with an inspection task list as they begin their shift by the student office via SmartTask, based on when rooms become vacant. They use electronic forms to record any damage or faults, using the smartphone’s camera to capture supporting images. Currently 250 rooms have been fitted with RFID tags, with plans to roll out to all rooms across the three campuses, so caretakers can scan with the smartphone to provide proof that the inspection has taken place. Moreover, it is also possible to store data on the tag, so the caretaker is aware of important information about the status and upkeep of the room.

Checking Uni of Wolves Halls of ResidenceNot only is SmartTask streamlining the halls auditing, but also simplifying the appeals process when students challenge any charges for damage. Students have up to five years to contest a financial penalty, which previously created a significant administrative burden in terms of time, cost and storage space. With SmartTask, all information is stored electronically and can be accessed in seconds with the appropriate audit trail and supporting images. As a result, The University is reducing the number of false challenges, while reducing pressure on the central student office.

The caretakers are also responsible for undertaking weekly checks on all public spaces within the halls of residence including kitchens, storage areas, corridors and car parks. Around 50 areas are currently monitored, so it is now possible to use SmartTask to confirm when a check has taken place and complete an electronic form to raise any issue.

Cleaning

A team of 16 in-house day cleaners are issued with NFC-enabled smartphones at the beginning of each shift, scanning start and end times using personal log-in cards to confirm attendance. This helps to quickly identify any missed shifts, so alternative arrangements can be made, while providing an accurate record of working hours for operational reporting and payroll.

University of Wolverhampton CleanersUsing the smartphones to access SmartTask, cleaners can then view an electronic list of their work schedule. RFID tags have been installed at 180 toilet facilities across three campuses, with plans to roll-out to a further 200. Cleaners simply have to scan the smartphone over the tags at each location to register the completion of work, so the central facilities team has immediate visibility of progress and identify any areas of underperformance.

Meanwhile, supervisors are using electronic forms via SmartTask to undertake work audits and a number of checks. This includes chemical checks at all store rooms in line with Control of Substances Hazardous to Health (COSHH) regulations.

The COSHH risk assessment is required by law for the possession or use of hazardous chemicals, which must be completed before work begins and prior to a chemical being brought into a university. SmartTask is enabling the capture and storage of critical information electronically, replacing an inefficient paper-based systems and providing immediate access to historical data.

Security

Uni of Wolves Security Guard Checking DefibrillatorsThe University’s security team is currently using SmartTask to simplify its reporting processes. As a result, supervisors and officers are using electronic forms for a range of audits, such as car parks and other public areas, along with equipment checks.

In particular, officers are required to inspect twelve defibrillators as part of health and safety regulations, so RFID tags placed on the equipment are used to monitor legal compliance. The weekly inspection includes a dedicated incident report, which enables officers to alert the appropriate task coordinator of any problem involving a defibrillators with an automated email notification.

Business Intelligence & Operational Insight

Uni of Wolves Facilities OfficeDue to the electronic nature of SmartTask, the central facilities team is able to gain an accurate view of all activity through its advanced reporting capabilities. Therefore, the University is taking advantage of a range of user, financial and executive reports to analyse performance and provide essential information to stakeholders, maintaining complete operational transparency and accountability. Data is also uploaded to other back office systems including billing and payroll, saving time and eliminating mistakes as a result of manual input.

Meanwhile, SmartTask is helping put in place consistent management KPI’s as well as providing a means of gathering the data by which they can be measured. This is simplifying evidence-based employee performance management, while making it possible compare and contrast different teams by location or service to identify inefficiencies or areas of improvement.

Introduction

Front Desk rota planning & proof of attendanceSmartTask Campus is an employee scheduling and workforce management solution proven to provide facilities and estates managers with the tools they need to performance manage staff and improve employee accountability across the Campus.

SmartTask helps put in place consistent management KPI’s and provides the tools to gather the data by which these KPI’s can be measured. The system continues to grow to meet more and more of the needs of campus facilities and estate managers and incorporates a growing range of electronic forms commonly used by Campus operations.

Teams currently managed through SmartTask Campus are:-

  • Front desk and reception staff – Rota planning and proof of attendance
  • Caretaking teams – Student accommodation inspections
  • Health and safety compliance teams – Safety equipment inspections
  • Security officers – Security patrols
  • Cleaning staff – Proof of attendance
  • Supervisors / managers – performance reports

Rostering

Automatic Workforce RosteringSmartTask’s roster engine can automatically create rosters for multiple locations for months in advance. Based on known availability and employee preferred working hours, it can automatically fill the rosters and inform employees of their scheduled shifts, dramatically expediting the rostering process!

Benefits

Reduce scheduler involvement and the dependency on their knowledge of the workforce

Dramatically increase the speed and efficiency of the rostering process

Minimise the likelihood of breaches in service compliance

Gain economies of scale by rostering multiple teams across the campus within a single rostering system

Know and have confidence that the most suitable employees have been scheduled

Expedite the shift confirmation process using MySmartTask

Capture ad-hock work so that Management KPI’s are complete and support business justification for extra resources

Boost customer satisfaction!

Features

  • Contract Setup

    Setup customer locations and define services and required certificates to meet contractual obligations. The system can also notify you when a service is due to expire

  • Automatic Scheduling

    Get the system to automatically schedule shifts taking into account factors such as employee availability, pay rates, recent shift history, distance from location, skillsets, working time directive rules, customer preferences and each employee’s preferred working hours

  • MySmartTask Roster App

    An app that employees install on their personal phones which notifies them of their rosters, enables them to confirm their availability to work shifts and then updates the rosters automatically. Employees can also confirm shift start and end using GPS to validate that the employees are at the correct location.

  • Optimise Shift Profitability

    Get the system to schedule employees with the lowest pay first to achieve the most profitable outcome from the available workforce

  • Occasional Workers

    If customer demand requires you to pull in extra and more costly resources, SmartTask can help your rostering team to find cover and see the effects on contract profitability

  • Unconfirmed Shifts Board

    A screen that lists all unfilled shifts ordered by priority, helping control room with the opportunity to take corrective action to prevent a breach in service delivery

  • Automatic Shift Generation

    Get the system to automatically create rosters for all your locations up to 6 months in advance

  • Automatic Notifying

    Get the system to automatically notify employees of the shifts they have been scheduled to

  • Alternative Suggestions

    If an employee is unable to fulfil a shift, the system automatically finds the next most suitable worker as well as a list of additional available alternatives

  • Overtime Warning

    Minimise overtime payments by getting the system to warn you if scheduling an employee would result in him being paid an overtime rate

  • Ad-hoc Shifts / Extra cover

    You can insert additional shifts into the roster to fulfill extra cover requests from your customers. The system will also suggest a suitable employee to work the shift

  • Scheduler Permissions

    Control which schedulers can roster for which locations and prevent schedulers from moving shifts or being able to alter shift durations if so desired

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

HR

payroll-hr-invoiceSmartTask’s HR capabilities includes employee records, holiday, absence and certificate management along with payroll and service billing. The payroll engine can automatically arbitrate employee pay to your parameters. Shifts outside these parameters requiring manual arbitration can be easily identified and actioned quickly. SmartTask’s exportable reports can be integrated with SAGE and provide essential payroll and billing data along with holiday accrual and absence management.

Benefits

Safeguard contractual commitments by ensuring that only qualified employees are suggested for shifts

Accelerate payroll and billing using SmartTask’s integrated reports

Easily access attendance records for every employee

Increased transparency for both employees and customers

Boost morale among staff by reducing employee pay disputes and resolving any disputes that do arise more quickly

Payroll lock down provides a consistent source of data for reconciliation

Streamline the holiday request process

Integrated holiday management makes rota management more efficient

Features

  • Employee Records

    Store critical personal, operational, HR and medical information for each employee and subcontractor

  • Accounts integration

    Send payroll and billing data automatically to sage line 50 and other accounting systems

  • Automatic Payroll Arbitration

    Get the system to automatically arbitrate on a shift’s payroll start and end times, allowing payroll teams to focus solely on the shifts that require manual arbitration

  • Absence Diary

    Capture employee holiday and absences (including time off in lieu and sickness) in a central place where it is then used by the roster engine to ensure that absent employees are never suggested for shifts

  • Customer Signoff Report

    A report that you can export and send to your customer prior to invoicing providing details of each shift worked

  • Certificates

    Define and award certificates to employees to control the types of shifts they can be scheduled to. An email alert will be sent when a certificate is due for renewal

  • Paying Staff and Subcontractors

    The system provides a summary report telling you what you should pay your employees for shifts worked and holiday’s taken. A detailed report is also available giving a breakdown of how figures have been derived

  • Payroll Lock Down

    Once the payroll has been run, the system prevents you from making further changes to shifts within the payroll run to ensure a consistent source of data for reconciliation

  • Holiday Accrual and Holiday Pay

    SmartTask keeps track of each employee’s accrued holiday. It automatically calculates the accrual to be deducted, what the employee should be paid for the holiday and adjusts the remaining accrual balance accordingly

  • Profitability Reports

    Graphical reports which compare which accounts and locations are the most profitable

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

Proof of Attendance

SmartTask IVRRecord proof and time of attendance at sites by getting employees to dial in from onsite phones to book on and off their shifts or by using our free to download app MySmartTask (available on Google play and iTunes). They can also use SmartTask to complete check calls minimising lone worker protection overheads and helping ensure staff are safe.

Benefits

Accurately record the times that employees have started and ended their shifts

Support duty of care to staff and keep them happy

Simple to use

Reduce operational costs by automating the process of how shifts get started ended as well as how check calls get made

Know your employees are safe without having to call them

Features

  • PIN Number

    When dialling in, an employee identifies himself by entering his personal secure PIN number

  • Make Check Calls

    Employees can also dial in to complete check calls and thereby confirm their welfare

  • Time Windows

    Define the time windows within which calls must be completed, preventing employees from dialling in too early and triggering alerts when they fail to dial in on time

  • Book On/Off Shift

    Employees can dial in to book on and off their shifts and record their attendance at customer locations

  • Call Feedback

    When an employee dials in to complete a call, the system will tell them when their next call is due

  • CLI

    Enhance proof of attendance by restricting the phones that employees can dial in from

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

Mobile Workers

SmartTask Mobile WorkersUsing the SmartTask mobile app, employees can book onto their shifts, view their daily work, make check calls and scan site checkpoint tags to prove that predefined routes have been visited. The app also allows employees to fill in electronic forms, raise alerts, complete audits and submit incident reports.

Benefits

Deliver the service you’ve promised and prove it!

Cutting down the time spent on producing reports

Add management kpi’s for remote workers where previously it was impossible to measure what they were doing

Make employees more effective workers

Identify poorly performing employees

Reduce paper forms, centralise storage and retrieval and improve management of the process the forms are designed to support

Features

  • Workflow Management

    Define work that employees must perform during shifts using an intuitive drag and drop screen.

  • Tag Info

    Employees can access supporting information and perform “quick actions” when scanning checkpoint tags

  • Mobile Time and Attendance Monitoring

    Using a single mobile device, a supervisor can record time and attendance for multiple employees

  • Alarm Response Callouts

    Capture and assign alarm response calls to employees in the field

  • Detailed Tasks and Task Variance Reports

    Displays the actual  work done and compares it with what was expected

  • Employee Performance Reports

    Graphical reports showing the number of patrols each employee has performed along with each employee’s average patrol duration

  • Flexible Patrol Monitoring

    Whether you require unplanned patrols, random patrols or specific patrols at specific times, SmartTask can meet all of your patrol monitoring needs

  • Shared Work

    Groups of employees can use the same mobile device, thus enabling work to be “shared” between them

  • Incidents and Alerts

    Raise Incidents and Alerts which generate notifications for immediate action

  • Smartforms

    An extremely powerful and flexible capacity for replacing paper-based business processes with electronic forms e.g. inspections, audits, vehicle checks, safety equipment checks, service-user reports. Information may be exported to spreadsheet or collected by a customer system accessing a secure database interface

  • Service Delivery Reports

    A range of reports that allow you to compare expected contractual hours with actual hours provided as well as showing you completed shifts, dropped shifts and cancelled shifts

  • Customer Portal

    Provide your customers with full transparency by granting them portal access to a configurable list of reports

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

Real-time Visability

SmartTask real-time visabilitySmartTask’s live monitoring features provide an instant real-time overview of how your business is performing as the day unfolds. They help you to quickly identify where critical issues are occurring and respond effectively to ensure that compliance is achieved and customer satisfaction maintained. By highlighting critical issues such as late arrivals, missed check calls and incidents as they occur the live view allows you to be proactive and manage by exception, giving management visibility of how your staff are performing and helping to keep them safe.

Benefits

Effectively manage contract delivery and view recently completed work

Certify attendance across both mobile and static teams

Provide duty of care to staff and support them whilst out in the field

Enhance customer satisfaction

Improve Operational Control and deal with incidents quickly and effectively

Email alerts remove the need for someone to be permanently sat in front of the monitoring screen

Avoid having to make hourly calls to employees to check on their welfare

Features

  • Active View

    A live monitoring screen that lists all imminent and recently completed work items including shift book-ons/book-offs, check calls and checkpoints

  • Shift and Checkpoint Alerts

    Get the system to notify you when an employee fails to start a shift or scan a checkpoint on time

  • Explanatory Notes

    Record explanatory notes against a shift for later reporting

  • Incident and Alert Inbox

    A screen where alarms and incidents are brought to the attention of the control room staff for viewing and processing

  • Check Call Alerts

    Get the system to notify you when employees miss check calls or enter in a duress code

  • GPS Tracking

    The system displays a map showing exactly where employees have been whilst on shift

  • Manual Completion of Work

    A controller can manually book an employee on to a shift or complete a checkpoint or check call on the employee’s behalf (e.g. in case of no phone)

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

Audit & Inspection Services

Campus Audits and Inspection Services

SmartTask provides a platform to capture and store valuable auditing and inspection data such as cleaning standards audits and equipment checks such as defibrillator, fire safety or first aid.

Benefits

Consolidate current paper based processes in to an up to date electronic system

Schedule regular work and be confident that managers will be alerted if the work is not completed to plan

Expand the range of services offered

Delight your customers and be sure the campus is getting the best value for money from its facilities personnel and contractors

Features

  • Standard Audit Process

    SmartTask comes with an “out of the box” auditing capability that allows you to perform auditing and inspection services, such as cleaning audits and defibrillator checks, on behalf of your customers

  • Customisable Audit Forms

    Using SmartTask’s powerful and flexible SmartForms engine, a wide range of bespoke forms can be constructed to meet your customer’s audit requirements

  • Standard Audit Reports

    A batch of reports conveying exportable summary and detailed information on audit and inspection result

  • Customisable Audit Reports

    Bespoke exportable reports can be created to report on data captured in bespoke audit forms

SmartTask is a cloud-based software as a service ‘SaaS’ solution, which means we provide and manage the computer whilst customers log into a secure website to use the application. This makes it highly scalable, reliable and affordable, thus removing the need for costly, time consuming and complex technology projects. It is simple and easy to install, so companies can quickly and effectively implement the solution without a dedicated IT department. Ongoing support also provides full disaster recovery and software upgrades as part of the subscription.

SAAS Technlogy
Any solution purchasing decision must include these critical cost and risk factors:

Cost of software + support + updates

Cost of equipment + support + installation

Risk and cost of data backup and security

Cost of expansion as business grows

SmartTask Videos

Please take a moment to view our videos to see how SmartTask can help your business.

Control Room Demo

Guard Tour Demo

Rota Planning Demo

If videos do not play please reload the page

SmartTask Overview

SmartTask Security

Campus Estate Article

Campus_Estates_Article