The Facilities Services Business Operations Support Center (BOSC) is reimagining service navigation with its Guide to Services Modernization project.
Since the launch of this project, the Guide to Services has been transformed from a PDF document to a dynamic web format that provides clear, organized, and up-to-date information about services.
“The Guide to Services Modernization project aims to revamp the guide, making it more user-friendly, interactive, and easily accessible online. Based on customer feedback, we developed our project plan with the goal of enhancing customer experiences by transforming the old static PDF-based Guides to Services into an interactive online web-based guide,” Amber Liu, Facilities Services business operations analyst, said.
The new version reflects recent changes to the Facilities Services financial model, eliminates outdated content and broken links, and makes it easier for customers to navigate.
“We moved away from the PDF format to a web-based version so updates can be made as soon as new information is available, rather than only once a year or every other year. This ensures customers always have the most accurate and current information, improving both response times and the overall customer experience,” Jaycee De Guzman Mirales, assistant director of BOSC, said.
One of the key changes the team made was to standardize the pages for easier reading.
“We cleaned up the convoluted labyrinths of links and subpages on the website to simplify navigation. We also created a Programs Directory page, featuring information on each work group; this will be listed on the website in the near future.”
The team behind the project is looking towards other ways they can improve the user experience.
“We're planning to release resource webpages such as FAQ and how-tos (e.g., how to submit a service request) for customers to reference in the future. We're also testing to implement the Versa chatbot to help customers ask and receive questions on the go,” Liu said.
Bernard Jones, director of BOSC, hopes this revitalized guide will increase clarity and efficiency.
“[The] goal is to reduce confusion around services being covered with the goal of reducing wait time to receive services needed. We are hopeful that the new guide to services (Coverage Catalog) will bridge a communication gap between Facilities Services and the community,” Bernard Jones, director of BOSC, said.