MyCampus: One month on from full launch

Rooftops of buildings in Bloomsbury viewed from the direction of the British Lib
Rooftops of buildings in Bloomsbury viewed from the direction of the British Library.
MyCampus went live across the UCL estate on Monday 12 February 2024 for staff and students to raise requests for maintenance and other services. The full launch followed a successful pilot in six buildings late in 2023.

Feedback and Requests - you said, we did! 

Feedback from the UCL community continues to be extremely positive and the team are enormously thankful for the ongoing support to get to this stage. The overarching feedback from the community is the improvement to usability, enabling all’of the community to log and track a request however they are keen to acknowledge that there is always room for improvement. To date, 64% of the 365 individual items of feedback responses received has been listened to and actioned. This feedback relates to suggestions and requests from the customer to better improve the system and customer experience. If you have not heard back yet, please be patient with us, we will get round to it and come back to you. 

Listening to the voice of our customers  

The project team continue to meet Building User Groups for every UCL site to obtain feedback, this enables the team to continue to implement changes for the continuous improvements of the system, for the benefit of you, our community.  Please keep feeding back, we really value your input.  If you are not part of a building user group and would like to share feedback with us, please.

Overwhelming levels of support 

UCL Estates are extremely happy with the success of the MyCampus implementation. We have seen a huge increase in the number of requests that has reached over 5,000 across 157 buildings and growing. This has increased by 82% from an average of 45 to 250 requests per week. This demonstrates excellent customer usage of the system whilst highlighting a huge uptake from the previous system. It has also, helpfully, increased the visibility of the maintenance demands across our estate. However, we must acknowledge that this level of increase has resulted in less than favourable response timescales. To tackle this, we have appointed 8 new technicians to support the Maintenance Operations Team in completing the issues you are helpfully sharing with us, quicker.

We will continue to monitor the request volumes over the coming weeks and months, reacting as required to ensure the UCL community receive the appropriate service levels. In the meantime, please can we ask you to be patient with us whilst there may be some delays in us getting to the non-critical issues.

MyCampus: Vision 

The launch of MyCampus is just the start of our digital transformation to provide a single source of truth that supports our Strategic Plan’s focus on improving the management of our estate.  

Next Steps 

We will continue to gather feedback from the UCL community and implement necessary changes, offer ongoing support for all’users, listen to our staff and students, and hold additional training sessions and pop-up road show events to answer any issues or queries.

If you would like training or to give feedback on the new system, please email  mycampus.support@ucl.ac.uk.
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