In 2013, after a brief and problematic trial with a competitor, North Park University rehired Imperial Service Systems (ISS) to manage custodial services for its 422,393 sq. ft. campus. The other vendor failed to handle the university's dynamic schedule, lacked trained staff, and oversaw a rise in on-site theft. By reinstating Imperial Service Systems, North Park University eliminated security issues, gained a flexible and proactive partner, and ensured consistent, high-quality cleaning that meets their rigorous standards, solidifying a relationship that began in 2003.
The Client: North Park University, Chicago, IL
- Institution Profile: A Christian private university founded in 1891, enrolling approximately 3,200 students, urban (north side of Chicago), requiring a pristine and safe environment for students, faculty, and donors.
- Campus Footprint: Over 422,000 sq. ft. across 26+ primary buildings, including historic structures like Old Main (built 1894), modern facilities like Brandel Library (62,436 sq. ft.), specialized science labs in Carlson Tower, and high-traffic athletic centers.
- Campus life: The campus buzzes with events like concerts, religious gatherings, and study groups, amplifying challenges in high-traffic zones (restrooms, classrooms), hazardous labs, and seasonal issues like winter salt buildup in historic 1800s buildings without elevators.
- Core Identity: A Christian, urban (north side of Chicago), multicultural private university requiring a pristine and safe environment for students, faculty, and donors.
The Challenge: When a "Specialized" Vendor Fails
In 2013, North Park University issued an RFP seeking a strategic custodial partner after a short-lived contract with another company created significant operational problems. The university needed a vendor who could solve the issues the previous one couldn't handle:
A Revolving Door of Untrained Staff
The competitor attempted to staff the campus by holding a job fair on the south side of Chicago, hiring random individuals with no janitorial experience for a north side campus. This led to inconsistent service, missed areas, and high turnover.
Breach of Trust and Lack of Accountability
During the competitor's brief tenure, the university experienced theft of valuables, including laptops. This was a major security failure and a stark contrast to the years of trust built with Imperial, as Carl W puts it, “Before them I wasn’t even thinking about janitorial theft…”
Inflexible Operations and Poor Communication
The university's dynamic schedule, with countless events, concerts, and athletic practices, requires constant coordination. The previous vendor was unable to adapt, failing to provide the flexibility needed for event setup, specialized cleaning schedules, and emergency response.
Complex Campus Demands
North Park's campus includes buildings from the 1890s without elevators, modern science labs with specific cleaning protocols, and high-use athletic facilities. The previous vendor lacked the experience and equipment—such as portable backpack vacuums—to service these diverse environments effectively.
Our Tailored Solution: Proven Janitorial Excellence
After winning the 2013 RFP, Imperial was brought back to restore order and quality. We immediately reinstated our proven systems, tailored to North Park's specific needs as outlined in their RFP.
Dedicated, Vetted, and Trained Professionals
We re-engaged our original, experienced crew. Every ISS employee assigned to North Park undergoes mandatory federal, state, and local background checks, as required by the RFP, ensuring a trustworthy presence on campus.
A Partnership Built on Proactive Communication, Flexibility, and Accountability
We attend weekly operational meetings with North Park's facilities leadership, including Carl W. (Director of Physical Plant) and Israel P. (Director of Custodian Services). These meetings are used to review past performance, coordinate with maintenance schedules (e.g., painting, construction), and plan for all upcoming events, from board meetings in the Johnson Center to athletic events in the Gymnasium. Our goal is to provide them with the flexibility and responsiveness they need to keep the campus clean.
Adaptive Equipment and Green Cleaning Protocols
As specified in the RFP, we use exclusively Green Seal-certified chemicals through wall-mounted dilution stations that prevent waste and ensure safety. For historic buildings without elevators, we utilize lightweight, battery-operated backpack vacuums. For large floor surfaces, we use advanced Tennant auto scrubbers with H2O technology, which convert water into a powerful, chemical-free cleaning solution.
A Proven Long-Term Partnership
Our relationship with North Park has endured since 2003. This proves that our SYSTEM of checks and balances truly works.
This decades-long partnership underscores Imperial Service Systems' mastery in university campus cleaning services, from library sanitization to gym upkeep, ensuring environments that support learning and community.
