Curtin University Case Study - Service Works Global
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Curtin University
Case Study
Project: A University Built on
To deliver an integrated, mobile-enabled Innovation and Sustainability
facilities and asset management solution
Ranked in the top 1 % of universities
to streamline and automate end-to-end
business processes for the operations worldwide in the highly regarded
and maintenance portfolio. Academic Ranking of World Universities
(ARWU) 2020, Curtin University is
Objectives: immersed in technology-rich
Implementation of an enterprise-class environments and inspired by innovation,
maintenance management system to creativity and high-impact research. Its
support the university's immediate and campuses welcome 55,000 students and
future strategic properties' plan.
span Australia, Dubai, Singapore,
Mauritius and Malaysia, with the largest
Results:
campus in Perth boasting 116 hectares.
A centralised CMMS solution providing
automated workflow for reactive and Perth Campus is the heart of the biggest
planned maintenance service requests concentration of innovative industry and
providing prioritisation escalations, research in Western Australia. The
transparent monitoring and insights into university plans to expand Perth into a
performance. Benefits include operational ‘City of Innovation’: a vibrant urban hub of
efficiencies, improved resource utilisation economic vitality, world class knowledge,
and a scalable solution directly supporting sustainable living, creative spirit and
the University’s ‘Greater Curtin’ strategy to cultural diversity – a destination in its
be the educator of choice renowned for own right.
global academic and research excellence.
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info@swg.com
Curtin University
Case Study
The first stage of development includes Dealing with an estate such as this relies
student accommodation and a learning on communication, data and accuracy,
centre, a bus station (already the second and the previous computerised
busiest in Perth), shops, a boutique hotel, maintenance management system
commercial and residential space for (CMMS) no longer met the challenge.
lease, as well as public space. Yeoh explains:
The Curtin properties, facilities and
development team are responsible for We went to market to
planning and management across all source an asset and
Western Australian campuses. They are maintenance management
tasked with leading and executing the solution that not only met
development of this project, and in doing the university’s current
so, identified the need for an integrated needs but provided a sound
maintenance and workflow management foundation to support the
system to support the rapid expansion. organisation’s strategy.
Digital Support for a Global
Community The new software solution needed to be
flexible, easy-to-use and feature rich to
“Running a campus the size of Bentley is
provide the required functionality now
like running a small city”, advises Jason
and into the future, with the ability to
Yeoh, Properties Technology Portfolio
scale in line with the university’s
Manager.
ambitious growth plans. The previous
Curtin has invested significantly in its system had needed extensive
modern campuses, and the properties customisation, so the team favoured an
team is responsible for innovative off-the-shelf CMMS that required little to
projects such as a driverless campus bus, no customisation to meet their needs.
automated speed bumps to control
QFM from Service Works Global (SWG)
traffic flow, and self-monitoring and
met this brief and impressed the team
compacting bins – to name a few. In
because of the company’s extensive
2015, the university was awarded
experience in the education sector, its
Australia's first 5-star ‘Green Star-
local support team and partnership
Communities’ rating from the Green
approach to working with clients.
Building Council of Australia (GBCA) for
its ‘Greater Curtin’ strategy. The With a strong strategic vision in place
University was re-certified in early 2020 and a reputation for excellence to
and was awarded a 6-star Green Star uphold, Curtin adopted an agile approach
Communities rating. This requires Curtin to the QFM implementation. System
to create a community that provides a champions were appointed who assisted
culturally rich, safe and productive with the migration and testing of the new
environment that seeks to reduce its CMMS, who then supported its ongoing
ecological footprint. deployment across the team. This
approach helped with QFM’s smooth roll
out and transition to a new and more
efficient way of working.
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Curtin University
Case Study
21st Century Communication
In addition to a better flow of information,
Curtin averages over 25,000 reactive the app has helped drive and support a
jobs raised per year, so routing all ‘safety first’ culture. Forms and checklists
requests through the help desk to then can be fully customised and configured
manually allocate and track each one was by the team to show at any point during
not a viable option. QFM automates the a job, such as a health and safety analysis
work allocation process which helped the form to be agreed and signed before
university better manage their resources. work commencement. Previously the
Maintenance or service requests logged team managed this using a third-party
onto the system are automatically mobile app, but with no link between this
prioritised and escalated to ensure that and the CMMS, it resulted in a time
service levels are consistently achieved. intensive and manual cross-referencing
Full and immediate access to information process for audits.
via the QFM mobile app ensures that
requests are actioned and completed Making Sense of Data
more quickly, and the likelihood of work
Universities are facing more challenges
requiring a second visit due to lack of
than ever: dealing with constrained
information is drastically reduced. As
budgets and increasing expectations of
QFM is a fully centralised system,
performance, growing national and
managers have full visibility of their
international competition, aging assets
team’s workloads and availability.
needing maintenance or replacement,
Furthermore, the app has offline
and a new generation of students with
capability, meaning that work can
high expectations for a digital environment.
continue unaffected in areas of no signal.
In order to manage these obstacles, the
“Adopting a fully integrated solution with properties, facilities and development
a dedicated mobile app enabled us to team needs to know as much about the
create a more responsive workforce,” building and its assets as possible.
adds Yeoh.
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info@swg.comCurtin University
Case Study
QFM gives the team access to a wealth A Partnership Approach
of data at the touch of a button,
Curtin University worked closely with
including jobs in progress, work nearing
SWG throughout the implementation to
the deadline or overdue – as well as who
ensure the system met its objectives and
each job is assigned to, asset maintenance
worked effectively from launch day and
history and performance, and budgetary
beyond. Drawing on their extensive
information. QFM has over 250 built-in
industry and technology experience,
reports as standard, which can be further
SWG has formed a partnership with
refined by the user to find the required
Curtin. Yeoh adds:
information. Curtin also uses SWG’s
Reporting Connector tool which provides
a direct link from QFM to Microsoft Excel. SWG understands the
This allows facility managers to work
operational capacity of the
university as well as our
with live data through the familiar Excel
strategic vision to help us
interface and tools such as pivot tables
become more responsive
and graphical reports. and efficient.
Through a mix of standard and custom
templates and dashboards built by SWG,
the team is able to drill down into the SWG provides 24/7 online support as
data to access key information and well as running a number of on-site
analyse trends to gain a complete picture workshops to look into how Curtin’s
of the facilities, assets and properties at business process and QFM could support
the current moment in time, or over any its asset management strategy and the
chosen period. The easy interface Greater Curtin strategy. In addition to
empowers managers to create their own flexible workflows within QFM to drive
pivot tables to discover and cross standardisation and service automation,
reference data. This has led to improved QFM will help Curtin maintain their green
transparency, compliance and auditability credentials through superior end-to-end
across all campuses. asset management. The software
manages assets across their whole
lifecycle, reducing asset downtime,
improving performance, extending asset
life and lowering maintenance costs.
Planned preventative maintenance (PPM)
works will be scheduled by QFM and sent
directly to Curtin contractors, removing
time-consuming administration, and
improving rectification time. Well
maintained assets draw less energy; and
replacing paper job sheets and creating
60 digital maintenance forms on the
mobile app has enabled the team to go
paper free, helping to create a more
sustainable organisation.
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info@swg.comCurtin University
Case Study
Future Focus
Curtin are trialling a new self-service portal developed by SWG to manage property
service requests. With the large investment in the Bentley campus over the coming
years, the portal presents a solution to help the team manage their buildings. This
portal will provide a self-service graphical dashboard allowing users to log issues,
access site documents, campus news, and view assets and schedules. The team are
also looking into adding barcodes to their assets, which when scanned with a
smartphone would provide immediate access to the asset history as well as any
outstanding requests attached to it.
In line with the university’s ongoing expansion and innovative management, Curtin’s
longer-term objective is to implement predictive maintenance across the asset
portfolio. The first step in achieving this is reviewing data capture and processes to
ensure integrity, then subsequently QFM, other systems and data from sensors will
feed into a data warehouse and machine learning algorithms will be applied.
This approach will further support their streamlined asset management strategy and
help deliver the exceptional service required to allow Curtin to achieve its ambitious
goals.
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