The proactiveness of the Operations directorate will soon result in the streamlining of all maintenance-related issues and problems getting resolved. However, the directorate will require the total cooperation of the staff. Staff will be required to follow the established procedure and report issues and problems in a timely and appropriate manner. The Senior Director of the directorate, Dr Buhlebakhe Msomi, said the University has introduced a centralised service management platform that enables the Management department to log, track, assign and resolve maintenance-related requests efficiently. This platform is called Operations HALO. Dr Msomi said Operation HALO streamlines workflows, improves communication and ensures accountability by providing real-time visibility into the status of all maintenance tasks. The decision to introduce Operations HALO was based on its ability to support both IT and non-IT departments with a unified service management approach for Maintenance.
The system offers the following advantages: Centralised Request Management as all maintenance requests are captured in one place. Dr Msomi said the system provides real-time tracking. “Staff can monitor the progress of their requests. The system also gives improved accountability. Tasks are assigned to specific personnel with deadlines,” said Dr Msomi. The system also offers data-driven insights. It generates reports and analytics that help identify recurring issues and improve planning. Staff can use their mobile devices to log and update their requests. This will improve responsiveness.
The system features a user-friendly interface. Staff will require minimal training; the system allows users to log requests, check statuses, and communicate with the maintenance team easily. According to Dr Msomi, the system also supports automated notifications and updates, reducing the need for manual follow-ups.
Maintenance-related issues and problems are everyone’s responsibility. Therefore, everyone at the University will have to be aware of the new system. Dr Msomi said they would roll out a comprehensive change management and communication plan to ensure that everyone is aware of the new system. The plan includes awareness campaigns using posters, emails, and intranet announcements. There will also be training raining sessions in all departments. The message will also be reinforced by providing staff with user guides, which will be step-by-step manuals and video tutorials. A dedicated Maintenance Helpdesk will also be available to assist users. Users will receive weekly progress reports and reminders to reinforce their familiarity with the system.