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Case Studies
Racing Queensland is the statutory control body for Thoroughbred, Harness, and Greyhound racing across the state - managing, promoting, and developing all three codes to support over 800,000 fans annually. Operating across two primary sites, including its head office and training facilities at Deagon and the Albion Park Raceway in Brisbane, Racing Queensland's facilities team also provides guidance and support to more than 115 racing clubs throughout Queensland.
As the peak body for Queensland's racing industry, Racing Queensland plays a critical role in the infrastructure and operations that underpin the sport at every level - from elite metropolitan venues to regional and country tracks.
Learn more at racingqueensland.com.au.
Before implementing FMI Works, the facilities team at Racing Queensland operated in a way that was common but costly: asset information and maintenance histories lived in a patchwork of spreadsheets, and the knowledge needed to run the function was concentrated in the hands of a small number of individuals. Without a system to reference, the team had no reliable way to track assets across two sites or build the institutional memory the organisation needed to operate safely and efficiently over the long term.
Contractor management was where the pressure was most acutely felt. Jobs were organised largely over the phone, with instructions passed verbally - which meant contractors regularly arrived onsite to find the relevant contact was at another location, with no record of the booking accessible to anyone else.
The result was confusion, delays, and a Facilities Services Manager who had become the sole point of contact and single source of truth for everything. That concentration of knowledge wasn’t just inefficient; it was a genuine business risk.
“Before FMI, I had contractors show up, looking for their contact. If they weren’t at their desk, then I wouldn’t know what to say to the contractor - they may have known what they were there to do, although at times were vague with details. I didn’t know, so I couldn’t provide further instruction.”
- Melanie Bishop, Facilities Services and Project Administrator, Racing Queensland
In 2023, Racing Queensland made the decision to implement FMI Works - moving from paper-based and phone-driven processes to a single, centralised facilities management platform.
The driving force behind the project was Facilities Services and Project Administrator Melanie Bishop, who brought direct experience of FMI Works from a previous role and championed the transition from the outset. With a clear understanding of the platform’s capabilities and the support of the FMI onboarding team, the transition was completed in just a few months.
Onboarding the wider organisation was handled with the same pragmatic, well-communicated approach. Melanie developed clear guidance on how to use the platform and why it mattered, distributing it to Racing Queensland staff and contractors alike. The simplicity of the system did much of the heavy lifting - adoption was swift, resistance was minimal, and the feedback from users was overwhelmingly positive.
“I already understood FMI, and I knew it was a really good program to work with. We had no challenges getting up and running - the team were fantastic right from the start, from sales to our project team and now our account manager. The project team were so easy to work with, extremely responsive, and took the time to explain things in detail, which helped us avoid any problems in induction.”
- Melanie Bishop, Facilities Services and Project Administrator, Racing Queensland
The change to contractor management has been immediate and tangible. Where contractors once arrived onsite with little more than a verbal briefing and a contact name to chase down, they now receive work orders complete with site maps and all the job details they need - before they even set foot on site. And if questions arise on arrival, any member of the facilities team can log into FMI Works and pull up the full job record in seconds.
The platform’s simplicity has been a key driver of adoption. Once work orders were rolled out across the business, uptake was almost immediate - with staff and contractors finding the new system far easier than anything they’d used before. The concentrated pressure on one individual to hold and relay all information has been decisively relieved.
“Once we went live, work orders were rolled out across the business pretty much straight away - we didn’t experience any resistance. The feedback has been that it’s so easy compared to what they’ve had to do previously. It’s just so simple.”
- Melanie Bishop, Facilities Services and Project Administrator, Racing Queensland
With the core workflow improvements embedded, Racing Queensland is now turning its attention to deepening its use of the platform.
The next phase focuses on getting contractors to close off completed jobs with detailed reports and supporting photos - creating a rich, accurate record of all work carried out across both sites.
Longer term, the team is working toward comprehensive asset reporting: expenditure by trade, performance patterns across specific assets, and photo records that bring the asset register to life. The foundation is already being laid - and for a facilities function that has moved from verbal processes to a fully digital platform in just a matter of months, the trajectory is a strong one.
“Over the next 12 months, I want to really refine how our contractors use FMI - getting them using it on their phone, closing off jobs with reports and supporting photos. Long term, we’ll be working on our asset reporting. I would love to have photos associated with our assets, and more detailed reporting so we can get a better understanding of expenditure on specific trades or assets.”
- Melanie Bishop, Facilities Services and Project Administrator, Racing Queensland
See how facilities teams use the FMI platform to solve challenges and drive results.
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