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User centric facility maintenance model for public housing

Gopikrishnan S. (Department of Building Engineering and Management, School of Planning and Architecture, New Delhi, Delhi, India)
Virendra Kumar (Department of Building Engineering and Management, School of Planning and Architecture, New Delhi, Delhi, India)


ISSN: 0263-2772

Article publication date: 12 March 2019

Issue publication date: 12 July 2019




The purpose of this study is to develop a user-centric facility maintenance model through user satisfaction index linked intervention strategies for public housing.


User requirements are standardized by ISO 6241-1984(E), building performance attributes (BPAs) influencing those user requirements are identified. Selected BPAs are amplified as sub attributes characterizing BPAs. Grouping of BPAs are done to suit established hierarchy of government facility maintenance (FM) agencies. Post validation of BPAs/sub attributes for adequacy, they are ranked and weights assigned through expert survey. Questionnaire designed to garner user feedback based on BPAs and sub attributes to develop a user satisfaction index (USI) that can enable quantification of user feedback. A theoretical framework for interventions is designed which can be enmeshed in existing hierarchy of FM agencies.


84 per cent of expert survey group comprising architects/planners/engineers/facility managers/consultants agreed on adequacy of attributes and 78 per cent endorsed necessity for amplification of BPAs through sub attributes. USI shall facilitate comparison of pre- and post-implementation of interventions. A theoretical framework for FM agencies is developed for interventions.

Research limitations/implications

The FM model presently is limited to application only in public housing. For wider application to other built facilities, choice of BPAs need to made accordingly. As the implementation of interventions and its comparison is likely to take at least a financial year, the theoretical framework can be validated subsequently as a future scope of research.

Practical implications

The biggest implication of this FM model is that the most important stakeholder, that is, end user/occupant gets to register feedback on building performance. This model establishes accountability of government FM agencies and also validates the methods and processes adopted for maintenance of built facilities.

Social implications

A section of the feedback comprises issues not directly related building envelope but societal issues. This feedback in the long run can become a repertoire of data for administrative agencies to map changing aspirations of government employees with respect to authorization/entitlements.


Quantification of user satisfaction is an inevitable necessity in spite of being a qualitative aspect. This study makes a unique attempt to provide a framework to establish accountability of government FM agencies which is presently non-existent.



S., G. and Kumar, V. (2019), "User centric facility maintenance model for public housing", Facilities, Vol. 37 No. 11/12, pp. 839-859.



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