AiM work management system will streamline maintenance requests

How campus community will work with new building maintenance request system

The AiM work management system launches on July 1 to handle all maintenance requests across the Columbia campus.

How users will enter with the system: The new system will have a landing page on both the Facilities and Housing websites and will use the campus single sign-on used by other campus systems.

How this system will help resolve issues quicker: Users will choose the location needing service and enter the issue with a brief description. The AiM system will then use its logic, trained over several months by facilities subject matter experts, to deliver requests to the right department quicker and without the need of human action.

“We’ve learned that from a simple request,” said Daniel Rabon, director of facilities business intelligence, “like a light being out in a classroom, people do not want to have to pick up a phone to call our service center. They want to be able to submit mobile orders and get status updates as they do with food orders and ridesharing apps. With this ease of use in AiM, the blown bulb has a better chance of being submitted by anyone rather than a trades team member or building manager having to spot it and enter a request.

Bigger picture: This new system, which integrates housing and general facilities, brings both departments into the modern age, allowing for quicker response times. The system is also cataloging key performance indicators that will allow both teams to be more proactive.

AiM’s integration with current USC systems like Peoplesoft, Banner and 25Live helps break down silos that slowed down requests in the past. “With these connections,” added Rabon, “we can plan and see days and times a classroom has instruction scheduled so we know the amount and best times for janitors to work in a building, for example.”

When this goes live: Phase I of the new system, the service request landing page as well as energy and space management modules, will debut on July 1. Phase II will consist of lease management, capital planning and project management as well as facilities assessment and needs analysis.

Want to learn more, offer suggestions or see if your department can use this new system? Email the implementation team, led by Rabon, at