A wasted trip across town
An engineer arrives at a shopping centre for a service visit on a scenic lift and two goods lifts. The security desk has no record of the visit. The motor room key is supposed to be in the key safe by the loading bay, but the code on the job sheet does not work, because the centre changed it last month. The engineer rings the office, who ring the centre manager, who is in a meeting. An hour later, the engineer gives up and moves to the next job.
Two weeks later, a different engineer finds the key is not in the key safe at all, because it was taken back to your depot by someone who forgot to return it.
Access information is always slightly out of date
Access to lift equipment involves several layers: getting on site, getting into the building, getting into the motor room or controller cupboard, and getting to the pit. Each layer can have its own key, code, contact or rule, and any of them can change without anyone telling you.
- Key safe codes, gate codes and alarm codes change without notice.
- Physical keys are held in vans, depots and key safes with no log of who has them.
- Security desks need visit notifications that are sent inconsistently.
- Access instructions are in job notes, engineers' memories or old emails.
- When an engineer finds a change, there is no quick way to update everyone.
The quiet cost of failed access
Every failed visit is an engineer's time lost and a service visit that has to be rebooked, which pushes other lifts back. Breakdowns take longer when the engineer arrives and waits for access. Customers get frustrated too, especially when their own staff are pulled away to find keys.
Lost keys are their own problem: replacing locks and keys at a customer's building is awkward, and asking a customer to do it because you lost one is worse.
An access record that engineers keep current
We build an access record for each site and lift, and a simple key log, both visible on engineers' phones and in the office.
- Each site has an access card: how to get on site, who to report to, parking, visit notification rules, and the route to each motor room, controller and pit.
- Codes and sensitive details are stored securely and shown only to engineers assigned to that site on that day, not in the general job notes.
- Physical keys have a record each, with where they are kept and who has them now. Engineers sign keys in and out with a tap.
- Where a site needs notice of a visit, the system sends the notification by email when the visit is booked, using the site's preferred wording.
- At the end of each visit the engineer is asked a single question: did anything about access change? If yes, they update the card, and the office is notified.
- A report shows keys not returned to their usual place and access cards not confirmed recently.
| Access problem | Handled today by | Handled after by |
|---|---|---|
| Changed code | A phone call from site | Engineer updates the card |
| Missing key | Asking round the depot | Key log shows who has it |
| Security not notified | Hoping the office remembered | Automatic notice when booked |
| Directions to motor room | Engineer memory | Access card with photos |
We treat access details as sensitive. Codes are encrypted at rest, shown only when needed, and changes are logged with who made them.
Visits that start when the engineer arrives
Engineers arrive with the right key, the right code and a security desk that expects them. The office stops being a switchboard for access problems. When something changes, it is recorded once and everyone benefits. Customers see fewer aborted visits and fewer calls asking them to find a key.
Signs access is costing you visits
- Engineers regularly abort visits because of access.
- Keys are held in vans with no record.
- Codes are written in job notes that anyone can see.
- Security desks often have no record of your visit.
- Access changes are found by engineers, not told to them.