1. INSTITUTE FOR STRATEGIC COMMUNICATIONS & CHANGE
Making evaluation work
Day 6: March 7, 2017

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

4. THE CHALLENGE

5. 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

6. OUR FOCUS Improve client SATISFACTION Deliver VALUE to the University

7. WHAT WE DID

8. Leadership Team Capacity Building/ Employee Communication/
Video Release
Jul 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

9. Caro

10. Claudio

12. HOW WE DID IT

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

14. PRODUCTIVITY
$2.3M
Caro

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

17. $91 DOING MORE WITH LESS Facilities operating costs/m2
The square metres of building space managed by Facilities increased in 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.

18. OVERTIME COSTS
45%
Claudio

19. CREATING AWARENESS OF THE POSITIVE CHANGES AT FACILITIES
NEW EMPLOYEE COMMUNICATIONS TACTICS
Television monitors with Facilities information
updates
Coffee with Claudio
General Assembly
Leadership Sessions
USAGE RATES
100%
EFFECTIVENESS RATINGS
Television monitors with Facilities information
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

20. 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