Earlier this year, Rice launched Facilities Reimagined, an initiative that unites custodial and maintenance teams from Housing & Dining, the BioScience Research Collaborative, and Facilities into one cohesive organization under Real Estate & Facilities, led by Ken Jett.
By bringing these groups together, Rice will strengthen collaboration, improve efficiency, and deliver more consistent service across campus.
So far, leaders have developed a future-state model, evaluated staffing and service needs, and designed a zone-based pilot that will launch on October 1, 2025. The pilot will run through December and expand to more buildings on January 1, 2026.
What to Expect with the Zone Model?
Think of the zone model like dividing campus into “neighborhoods.” Each zone is served by a dedicated team with a local manager, giving facility staff ownership of their areas and customers more personalized service.
While your service request channels and types of services will stay the same, here’s what’s improving:
- Faster response times – With a dedicated Zone Manager and localized coordination, issues will be addressed more quickly.
- Enhanced service – Staff focused on your building will get to know its unique needs and proactively address them.
- Localized support – You’ll interact with familiar staff who understand your space and can provide consistent, customer-focused service.
The pilot will allow the Facilities Reimagined team to test new ways of working and incorporate feedback and lessons learned to enhance the future state. The team is also developing:
- A framework for service level commitments that defines expectations for building occupants and how RE&F will deliver on them.
- Planning for campus-wide zone operations and a single custodial services team to serve the entire campus.
- A technology roadmap to enhance communication and customer service through system improvements and Tririga integration.
What Buildings Are Part of the Pilot?
The pilot includes:
- Cambridge Office Building
- Fondren Library & Library Service Center
- Gibbs Recreation Center
- Humanities Building
- Brochstein Pavilion
Stay tuned for more updates on what’s next as Rice continues to build a more unified and customer-focused approach to facilities services.