Facilities Management System (Customer Hub)

Customer Hub — Access, Training & Support

Welcome to the ANU Facilities Management System (FMS).

The FMS is the University’s integrated platform for managing our landscape, facilities, maintenance, assets, space and service delivery activities. It supports ANU staff in requesting, tracking, and coordinating facilities services efficiently.

For emergencies, or urgent issues affecting safety or operations, escalate immediately by phone, +61 2 6125 4000, option 1. Customers must ensure all WHS concerns are immediately escalated via emergency channels.

The FMS integrates with our Finance and HR Systems and has replaced the previous maintenance management system, Maximo.

The FMS currently supports Staff interactions, noting that Students and Guests are still required to utilise the Fix My Campus Application, found within the ANU OK App. More information can be found at this on the ANU OK page, with a basic how-to guidance found within the Student Guidance Reference.

Logging In

ANU Staff should all achieve access via single-sign-on. If you cannot access the system via SSO, contact the FMS Support Team for assistance.

FMS training and access has been provided to a far-reaching audience at the time of implementation, however, should you need any additional assistance, email: CE.FMS@anu.edu.au with your enquiry. 

Login credentials must not be shared under any circumstances.

Training & Working in FMS

Customers can request time to complete basic training on how to raise a work request and also how to search or track existing requests. Alternatively, staff can refer to the quick reference guide.

Access to other customers work requests is possible and may require access updates, or additional training to ensure visibility is achieved. This access is granted only where operationally appropriate, based on role or responsibility. 

There are inbuilt duplication controls within the FMS, however, there is a dependency on similar information being input to ensure that this can be identified.

• Receiving and accepting work requests
• Updating work request status and site notes
• Recording completion details and evidence
• Mandatory data fields and data preservation
• Communication standards within FMS
• Safety, compliance, and reporting expectations

Customers are also encouraged to provide customer feedback on your experience, using the customer feedback function within the FMS. This feedback will be used to improve Campus Environment processes, vendor contract management and also the FMS more broadly.

Micro-FAQ (Customers)

1. How do I request maintenance or facilities support?
   Raise a work request directly through FMS confirming the location and problem type details.
2. I can’t log in, who do I contact?
   Login issues should be directed to the FMS Support Team first.
3. I have access but can’t see the right functions.
   This is usually a role permissions issue, contact the FMS Support Team for review.
4. Where can I find the correct process steps?
   Refer to the Quick Start Guides and Process Maps in the Resource Library.
5. How do I report a system bug or unexpected behaviour?
   Email a support request with screenshots to the FMS Support Team and include the relevant work request number.

Support & Escalation Pathway

• Login or credential issues → FMS Support Team
• Password resets → ANU IT Password Team
• Role changes, permissions, workflow/process guidance → FMS Support Team
  Work order questions, request status, business process support → FMS Support Team
• Urgent operational disruptions → Contract Manager + FMS Support (Priority)
• System outage or major disruption → IT Service Desk + FMS Support (Priority)

Key Contacts

FMS Support Team: CE.FMS@anu.edu.au 

Contract Manager: fixmycampus@anu.edu.au 

ANU IT Password Team: +61 2 6125 4321 option 2, option 1 between 08:00 and 17:00 for assistance.

Emergency Contact: +61 2 6125 4000, option 1 for urgent issues affecting safety or operations, escalate immediately by phone.

Continuous Improvement

FMS forms part of ANU’s broader Facilities Management Transformation Program. Customers are encouraged to provide feedback to support ongoing system and process improvement.