Why was the project needed?

Computer Aided Facility Management (CAFM) – incorporates software and systems that enable facility managers to plan preventative maintenance, efficiently execute reactive maintenance, standardise services, and streamline processes. The Operational Excellence Programme has identified the need for a new system to support the programme goals of assisting the academic mission at Imperial College London, through reduced downtime of facilities and better communication and planning of reactive and planned maintenance operations.

The introduction of a new CAFM system through this project is the first step towards the implementation of a modular Integrated Workplace Management System (IWMS).

During the CAFM selection process, the business processes surrounding facilities management operations were completely redesigned, in conjunction with the Operational Excellence team and Faculties, to map out the business transformation needed to improve the facilities management performance in support of the College's academic mission.

In the summer of 2016 Planon was chosen as the successful software solution provider.  Planon have broad experience in the HE sector having implemented their products at several leading universities in the UK with similar requirements.

A project team led by ICT was established to implement Planon's cloud-based offering to manage Estates Facilities reactive and planned maintenance, minor new works, and stores management. The project brief also included the introduction of an electronic permit to work and lab access process which removes the existing paper-based process and should expedite the resolution of maintenance activity in these areas. A complementary activity was undertaken in parallel to re-survey and assess the condition of the College's maintainable assets in order to improve the quality of the data held in the new system.

The system went live in June 2017 across all College campuses. Maintenance engineers and key contract service providers are using hand-held devices to receive and manage their work.  All staff and students are now able to log jobs online and view updates relating to the resolution of their requests. 


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The implementation of a new CAFM system, aligned with transformed business processes and data, should enable Estates Facilities to make measurable improvements over the next five years against a set of key performance indicators (KPIs) presented to the Provost’s Board in September 2015.  These are:

  • Student & Staff satisfaction with suitability of buildings and rooms
  • Occupant satisfaction with maintenance work delivered
  • Availability of mission and service critical assets
  • Ratio of planned to reactive maintenance work
  • Effectiveness of repair work to ensure a higher level of 1st time fix
  • Utilisation of maintenance team resources

Ultimately we hope that all visitors to the College will benefit from the improvements in facilities management which the new system will underpin.



The CAFM Implementation Project will deliver numerous benefits, including:
  • A new fault reporting portal linked to the location database for ease of reporting and email job updates through to completion
  • Unified and clearly documented processes for Facilities Management across the entire ICL estate
  • A new asset condition and criticality register, with assets mapped to the locations and areas they serve to improve information to engineers for fault diagnosis
  • Revised and automated Permit to Work process to improve safety across the ICL estate
  • New stores functionality to manage stock levels in the maintenance stores, enable automatic parts reordering and increase first time fix efficiency
  • Mobile application for engineers, to enable easy allocation/scheduling of tasks and provide quick access to supporting documentation and asset history 

Key People