Incident IQ

Case Study

Avon Grove Charter School maximizes their integrated facilities management system

Background

Avon Grove Charter School in West Grove, PA, was poised for growth and saw a clear opportunity for maximizing efficiency by expanding into the Incident IQ platform.

With a planned expansion for a new high school, targeted for 2026, Avon Grove felt it was time to start using a modern, automated facilities management system.

A Flexible Platform for Customized Simplicity

Going from ground zero to building out the platform allowed for maximum flexibility in designing a system that was customized to Avon Grove’s workflows, critical needs, and additional desired functions. Avon Grove’s Facility Operations Manager, Ian Currie, realized early on that iiQ Facilities gave them the power to build practically anything they wanted. “We mapped out some preventative maintenance programs. We mapped out some project workflows for our capital projects, and started to think about how we can put them into Incident IQ and make the system work with us. Historically, systems from my experience had been fairly rigid. Incident IQ doesn’t do that. I love the customization of it.”


Now, Avon Grove has preventative maintenance workflows firing monthly, weekly, and every other day depending on their rules. Customizable rules to build automations is another thing Ian says he really likes. “You can customize rules to kind of do some crazy things. As long as you get your logic straight, things can fire well and they can actually appear on your desktop and be ready to work on.” 

One of the benefits of this customization has been the ability to give everyone in the school a common language and platform to generate requests, manage tasks, and communicate on maintenance issues. Incident IQ’s system is designed intentionally to help someone who knows nothing about plumbing, for example, be able to quickly generate a work order without any specialized knowledge required. 

Another major benefit has been cross-functional visibility. Ian noted, “I can come to the [dashboard], I see all my tickets for the day, whether it’s my carpenter or… my supervisor. They can come in and look at the dashboard, they can see what’s due for today that might be critical or might have suddenly come in from a teacher or another requester.”


The Benefits of a Modern Facilities Management System

Setting aside clipboards, pen, and paper, Avon Grove has achieved some incredible new capabilities, while minimizing chaos with the simplicity of their design. According to Ian, when considering how to design their system, function over form was a priority: “…from a service standpoint, we’ve gone from multiple emails, lots of phone conversations, to a teacher now, or a staff member can put in one of two tickets. It’s either the maintenance request or it’s a custodial request. It’s very simple for them. Very, very clean.”


Moving to a digital platform has also allowed Avon Grove to see real-time data showing improved efficiency. Providing maintenance technicians iPads with self-service checklists and the ability to update work orders on-the-go has had huge tactical benefits, including preventing wasted time, avoiding repeated mistakes, and increased accuracy for work details. 

Answering questions for the facilities committee with real time data and reporting brings answers quickly with clear validation. “There are a lot of people invested in a safe, smooth, comfortable learning environment… And to be able to take things from a black box approach where we spend a lot of money… but don’t tell us when or where or why. To be able to open [iiQ Facilities] and say, ‘Look, here’s the number of tickets that we’ve worked. Here’s the transparency.’ And you can get granular with it.”


For Ian, one of the big tests for success has been comparing the state of preventative maintenance projects now to when he first started at Avon Grove. “…when I joined the team, and this is not necessarily something to shout out about, but it’s the reality of our job, I opened a filter and it said ‘changed four years ago’. I open a filter now, it was changed three months ago. And Incident IQ has kept us on that path. So between the scheduling and the tickets firing and it coming up in our systems on the daily work list, we’re now able to show the leadership a real time picture of work in progress.”

Comprehensive Support, From Onsite to Online

While rolling out the new iiQ Events module, iiQ Facilities sent a support team onsite with representatives from other school districts to share their experiences firsthand and help implement the new system. 

Outside of the initial rollout, Ian was happy to say he hadn’t had much experience with the support team because he hadn’t needed it, finding self service so effective. “I mean, you can call, you get a response, and it’s great. I think using the web and using the [Incident IQ Community] has really helped answer some questions quickly for a lot of people, because you can see it almost in real time play out. And if you’re unsure, you can kind of search for that answer. And again, I haven’t necessarily had a reason to reach out through an email or over the phone. I’ve relied on that, those resources and that community that’s been set up to really answer a lot of questions.”


Big Projects Made Easy

With just two administrators running facilities at Avon Grove, they’ve been able to accomplish a lot more using iiQ Facilities. With one administrator focused on managing workflows and tickets, Ian Currie is freed up to take a more practical planning approach. “I tend to now look at the reporting side, the analytics side, and how I can capture that data and plan additional projects… We’re currently in our spring break week, so we use the ticketing system to basically punch out a list for the week showing what each individual is doing.”

Ian is also utilizing iiQ Facilities to track capital projects. Whether it’s an electrical project or structural builds, the contractor, important data, and project progress are all logged in the system. “I’m able to visualize where we’re at in that particular project and obviously close some things off, which is nice to do. And that also goes to the larger capital projects that we do, whether it’s new rooftop units, structural builds. We use the same approach. We capture documents in there, we capture photographs in there. We’ve really kind of built that out.” 


From Implementation to Adoption

As the saying goes, change is hard. Avon Grove was no exception. In the beginning, no one liked the ticketing system. It seemed too complicated to add a step of putting in a ticket, and getting buy-in was difficult. Ian’s strategy for that was flexibility and adapting to what the team needed the system to do for them. 

By accommodating the needs of the staff, Ian has seen a major shift in adoption. Now, the staff interactions look different: “‘You’ll need a ticket, won’t you?’ And I go, ‘Yes, please.’ They go, ‘Okay.’ And then I see a ticket 10 minutes later, or it might be the next day, but the fact that we’ve gone from 95% ‘no thank you’ to 95% ‘I’ll put a ticket in’— that’s buy-in.”


Bottom Line

As Ian talked about their future plans of expansion and the path of transitioning from old to new, he finished with: “If we didn’t have [iiQ Facilities], it would be papers and pencils and [spreadsheets], and I don’t have enough time in my day to manage all of that. Incident IQ helps us keep work grounded.”