DLO improves customer service with new SLA and extended helpdesk hours
All teams within the Direct Labour Organisation (DLO) recently moved onto a three-day Service Level Agreement, with a commitment that all maintenance issues will receive an initial response within three days
Fixing problems completely may take longer, depending on factors such as whether replacement parts need to be ordered. The new target is much simpler and clearer than the range of different response times departments could expect before.
Since being introduced earlier in 2019, this has led to significant improvement in job completion times. It now takes an average of 5.3 days for the Plumbing team to complete a job, compared to 12.6 before the new target was introduced; for the Mechanical team the figure is 7.3 days (versus 18.7 beforehand) and for the Building team the average completion time is now 8.9 days versus 12.8 before.
The DLO has also extended the operating hours of the Estates helpdesk, which is now open until 5pm throughout the working week after previously operating from 8am to 4.30pm on Monday-Wednesday and 8am-4pm on Thursdays and Fridays. Again, the goal is to improve the process of accessing DLO services The helpdesk is the first point of contact for reporting problems with buildings that are the responsibility of Estates Services.