Level of Service Standards

Level of Service Standards define and explain the levels of service that can be expected from Western Michigan University's Landscape Services unit. It provides an overview of the unit, the priorities of the response and resolution of the issues.

Overview

Landscape Services is a team of highly skilled landscape professionals and management staff who promote and provide a beautiful environment for the Western Michigan University community. We achieve quality results with an eye for detail to ensure a safe and comfortable environment for all facility users. We never stop training and growing to ensure the highest level of customer satisfaction. 

Western Michigan University’s Landscape Services professionals are responsive to the needs of students, faculty, staff and visitors. They help create the environment that attracts, retains and produces graduates. 

Landscape Services requests are submitted by telephone or by submitting a Bronco Fix-It, the online request system. Requests are processed by the Facilities Management Service Center, then distributed to the appropriate landscape region to be addressed. 

Level of service standards for the areas that have highly specialized requirements, such as Athletics and Nature Preserves, are agreed upon between the Landscape Services representative and specialty area manager.

Services

Services provided by Landscape Services are set and scheduled by the type of campus feature, size, staffing availability and frequency needs. Types of services include:

• Emergency – Responding to issues that may arise from urgent weather occurrences, for example, floods, high winds, etc.
• Routine – Distinguished by frequency, size and type of campus feature.
• Project – Scheduled work that occurs on an as needed basis or scheduled for a less than monthly occurrence. Project work includes hardscapes and landscape installations, renovations or other type of work that could include specialized rented equipment.

Within those types of service, landscape completes work in the following areas:

• Arbor: Tree and shrub trimming, insect and disease control, removal and planting. This work takes place from April through October.
• Garden: Planting, watering, fertilizing, weeding and mulching. This work takes place from April through October.
• Hardscapes: Pot holes, sidewalks, patios, steps, decks, fences, flags and storm drains. This work is completed by work order requests through Bronco Fix-It.
• Lawn: Mowing, trimming, blowing, watering, fertilizing and aerating. This work takes place from April through October.
• Snow and ice: Salting, plowing and shoveling. This work typically takes place from November through March.
• Waste: Hauling, debris removal, pallet removal, junk removal and trash removal. Trash dumpsters are emptied routinely, but any other waste removal needs are completed by work order requests through Bronco Fix-It.
• Athletic surfaces: Clay conditioner, track maintenance, tennis courts maintenance and field painting. This work typically takes place from February through November.
• Athletics turf: Mowing, trimming, blowing, watering, fertilizing and aerating. This work typically takes place from February through November.

Additional landscaping requests can be scheduled by contacting the Facilities Management Service Center or by submitting a Bronco Fix-It request. Additional landscaping requests may incur additional costs depending on the nature and scope of the request and when it needs to be scheduled.

Payment for Services

In general, there are no costs associated with routine landscaping. However, events, projects and extra activity that impacts the general use of the area will be considered for billing, even if service is not requested. Costs associated with facility issues resulting from vandalism or misuse may be the responsibility of the identified individual or department. 

Costs associated with services that exceed the scope of routine landscaping, such as an event request, project or renovation, may paid for by the requesting department. For example:

• Staffing additional equipment or service needs for events, including pre-event, during event and post-event clean up and snow removal.
• Staffing additional equipment or service needs for projects, including pre-projects, during the project and post-project clean up.
• Extra or larger trash/recycling containers.
• Extra mowing and trimming.
• Barrier fencing.
• Surface protection.
• Nuisance animal removal.
• Turf logos.

A meeting between a Landscape Services representative and requestor of service will occur to clarify potential costs and scope of the request.