1.9 The quality and availability of facilities management services was variable across the estates. STEPS has provided a standardised service with a single service provider for the majority of the Departments' accommodation. All staff have access to the service provider via a helpdesk. This helpdesk acts as a single point of contact between the Departments' staff and Mapeley STEPS and provides the contractor with a direct link to its maintenance teams. The system is designed so that staff can call the helpdesk directly to report problems, request services and make bookings. The phone operatives then prioritise the call and a work order is generated automatically and sent to the appropriate service provider or sub-contractor to deal with (Figure 6).