Innovation Drives Smart Building Services
If you’ve ever been in a restroom and looked down to see an empty toilet paper roll — or waved your hand under an automatic paper towel dispenser that sat silently, with no towels — then you understand the importance of restroom maintenance.
On a campus with more than 800 restrooms, Infrastructure and Sustainability’s (I&S) Building Services team covers a lot of territory. A simple technology tool is making it much easier.
To help improve efficiency, Associate Vice President for Services Tommy Little and Associate Director of Building Services Stan Smith headed Georgia Tech’s Smart Restroom Customer Enhancement Program, which uses technology to improve restroom experiences for students, faculty, staff, and visitors.
“This tool has proved to be hugely beneficial and directly connects us to the needs of the campus community, as service excellence is our goal,” Smith said.
Throughout campus, restrooms are equipped with signage indicating the availability of Smart Restroom services. After scanning a QR code, users are presented with a menu of services related to restroom maintenance. This includes reporting issues such as broken fixtures, insufficient supplies, or cleanliness concerns. The information submitted by users is forwarded to Building Services, which dispatches an employee to address the reported issue. By streamlining communication, the Smart Restroom program ensures timely resolution.
The Building Services department collaborated with teams within I&S Technology Services, Geographic Information Systems, and the communications department for initial development. The pilot was deployed in six buildings before Covid-19, was halted, and then restarted as campus operations resumed. It was recently fully implemented in more than 200 campus buildings.
Building Services also uses data from the submissions to optimize labor and drive improvements in inventory control and staffing.
The Smart Restrooms pilot program received national recognition through the Association of Physical Plant Administrators Effective & Innovative Practices Award, highlighting the program’s ability to enhance customer service and maintain restroom facilities.
To date, more than 1,100 people on campus have used the program.
Students have given positive feedback on the system, noting, "The form that the QR code brings up is easy to use. The location is already pre-loaded, so you just have to click the bubble with what the bathroom needs." Users can also provide suggestions on how to improve the menu options or signage placement.
“The Smart Restroom barcode readers at GTRI locations have improved our restroom service by ensuring timely maintenance and service when used by our internal customers,” said Jennifer Leach, administrative operations coordinator with Georgia Tech Research Institute Support Services. “With real-time tracking, I&S can address issues immediately, providing a more hygienic and pleasant experience for all users.”
Building on the success of Smart Restrooms, the I&S Building Maintenance department developed a Smart Classroom program in 2023. Following the same protocol as the restroom program, students and faculty can immediately reach out to the appropriate Building Maintenance team and request specific assistance with issues such as broken furniture, lighting malfunctions, or flooring repairs.
The Smart Restroom and Smart Classroom programs highlight Georgia Tech's commitment to using technology for better customer service and data-driven decision making. They also reflect the Institute's spirit of innovation in creating more efficient and user-friendly environments for the campus community.