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App spikes Ohio State service requests

Courtesy of OSU

There has been an increase in maintenance requests from the dorms, but it’s not necessarily because more things are broken.
Ohio State’s maintenance facility, Service2Facilities, partnered last fall with the Computer Science and Engineering School to figure out how to use technology to improve customer service. The idea turned into a quarter-long capstone project for a group of five students, who then continued to work on the project even after their capstone was completed.
“We wanted to use student resources so that we can help students learn via capstone projects,” said Aaron Davis, the system administrator. “Overall, (it was) a good process and good project.”
The application went live at the start of the semester and is available for Android and iOS and can be downloaded under the OSU Mobile Apps section of OSU’s website.
Davis said he has noticed an increase in requests since the app became available.
“We noticed that there is an upward trend of the amount of work orders being submitted because of the application,” Davis said. “Right now, 550 work orders have been submitted this year just because of the app.”
Some examples of application-appropriate issues include burnt out lights, a water fountain not working properly, a fallen ceiling tile, a clogged community toilet, thermostat adjustments, lofting requests or a sticky door lock, Davis said.
However, he noted the app shouldn’t be used for major issues, Davis said. “If it’s an emergency issue, call the help desk because we can get people out there immediately.”
Henry Shorr, second-year in history, has dealt with Service2Facilities in the past.
“Last year, in my dorm in Siebert Hall, the tile over my bed was broken,” Shorr said. “We shared a maintenance request online, and a week later they fixed it.”
Shorr said he does not believe there is need for the new service request app.
“It seems like it’s the same as (submitting a request) online,” Shorr said. “I don’t feel like enough stuff around here breaks to constitute an app.”
However, Alycia Acquaviva, a third-year in chemistry, said she thinks the app is practical for students.
“And since everyone has smartphones, it’s realistic,” Acquaviva said.  

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