INSTITUTE FOR STRATEGIC COMMUNICATIONS & CHANGE Making evaluation work Day 6: March 7, 2017 www.continue.uOttawa.ca

GUEST SPEAKER Claudio Brun del Re Chief Architect, Campus Development University of Ottawa - Facilities

THE CHALLENGE

FACILITIES HAD TO FIND A WAY TO DO MORE WITH LESS Traditional Organization Strong Reliance On Legacy Processes Budgetary Pressures Client Satisfaction Dropping Silos Mobile Workforce Complex Network Of Key Stakeholders To Keep Informed & Engaged THE MESSAGE WAS CLEAR… FACILITIES HAD TO FIND A WAY TO DO MORE WITH LESS Claudio

OUR FOCUS Improve client SATISFACTION Deliver VALUE to the University

WHAT WE DID

Leadership Team Capacity Building/ Employee Communication/ Video Release Jul 2014 - ongoing Transformation Announcement (restructuring) May 2014 Management Review March 2012 Communications & Change Strategy Dec 2013 General Assembly “We Are Facilities” June 2015 Research & Consultation Oct/Nov 2013 Prepare Management Community in Leading Change Employee Communications Jan/Apr 2014 Employee Engagement Campaign/ Stakeholder/Client Communication General Assembly/ June 2014 Caro

Caro

Claudio

https://www.youtube.com/watch?v=QgtWf4_87Eg

HOW WE DID IT

Establish instruments for measuring employee and client satisfaction Weekly Transformation Meetings Claudio External consultants in communications and change management, performance

PRODUCTIVITY $2.3M Caro

jun. 2014 sept. 2014 dec. 2014 jun. 2015

$91 DOING MORE WITH LESS Facilities operating costs/m2 The square metres of building space managed by Facilities increased in 2014-15 by 2.8 percent however, the cost to operate Facilities in the year on a per square metre basis declined by 4.2 percent, from $95 to $91.

OVERTIME COSTS 45% Claudio

CREATING AWARENESS OF THE POSITIVE CHANGES AT FACILITIES NEW EMPLOYEE COMMUNICATIONS TACTICS Television monitors with Facilities information Email updates Coffee with Claudio General Assembly Leadership Sessions USAGE RATES 100% EFFECTIVENESS RATINGS Television monitors with Facilities information Email updates Coffee with Claudio General Assembly Leadership Sessions Effective 38% 71% 47% 40% Not Effective 29% 12% 26% 25% N/A 33% 17% 36% Caro

100% positive feedback from employees on the poster campaign Staff were honoured to be a part of campaign “We Are Facilities” video received 370 views (well beyond 174 employees), 100% positive feedback (likes) Exam set-up video launched April 28th with 2,383 views and 100% positive feedback (likes) Caro