Case Study: McGill University Health Centre achieves streamlined facilities management and improved service quality with Service Works Global

McGill University Health Centre - Customer Case Study

Service Works Global supplied facilities-management software for the new McGill University Health Centre (MUHC) Glen site to support SNC‑Lavalin’s 34‑year PPP contract. The challenge was to launch a single, reliable system across a vast, complex hospital campus with many on‑ and off‑site subcontractors, stringent SLAs/KPIs and a cultural shift from ad‑hoc calls to logged, billable work requests — all while ensuring service quality from day one and meeting monthly payment/performance reporting requirements.

SWG implemented bespoke QFM and P3rform software during construction and went live campus‑wide in 2014–15, delivering a bilingual, web and mobile platform used by ~1,500 users. The solution unified work orders, preventive maintenance, timesheets and an integrated payment mechanism, giving full transparency, faster reporting and easier invoicing. Results included streamlined processes, improved service quality and customer satisfaction, greater operational efficiency and enhanced capability for long‑term asset and lifecycle management.

McGill University Health Centre

Nicole Bélanger

SNC-Lavalin Senior Operations Manager