Market Survey: Customer Service Center (CSC) Support for the Federal Aviation Administration (FAA), Enterprise Service Center (ESC)

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the requirements for Customer Service Center Support (CSCS) for the AMK-260 contract, specifically Task 3 - FAA Media Solutions. The objective is to provide various administrative and media support services.

• Location: All contractor personnel will be located at the Mike Monroney Aeronautical Center (MMAC) in Oklahoma City, Oklahoma.

• Period of Performance: Upon Award.

• Hours of Operation: Generally 0700 AM to 1630 PM, with specific staffing requirements for General Clerks and Administrative Assistants. Work may be required within 0600-1800.

• Services: Includes mail opening, scan batch preparation, document sorting/assembly, record batching, data entry, document imaging, database processing, front desk coverage, technical document development, and general clerical support. Specific tasks include interacting with program managers, responding to inquiries, preparing and distributing documents, updating records, operating printing and scanning equipment, and performing basic maintenance.

• Specialized Roles:

  • Unit Assistant (Administrative Assistant): Focuses on administrative tasks, customer interaction, and document preparation.
  • Subject Matter Expert (SME) (General Clerk III): Provides oversight and direction in addition to regular functions.
  • Computer Operator Support: Monitors print/scan queues, operates equipment, and performs related tasks.
  • Computer Based Training Specialist / eLearning Content Creator: Designs, develops, and publishes eLearning courses, creates accessible content, and manages multimedia projects.

• Quality Control: Maximum allowable error rate of 4% for each skill category. Remedial steps are required for employees exceeding this rate for two consecutive months within a six-month period.

• Record Keeping: Contractor must maintain and update current desk guidelines and provide electronic copies to the COR. Hours must be entered daily into the ESC Contract Management Information System (CMIS).

• Period: Upon Award.

• Place: Mike Monroney Aeronautical Center (MMAC), Oklahoma City, Oklahoma.

• Training: FAA provides initial on-the-job training for new system requirements. Contractor is responsible for subsequent training and documentation.

• Cross-Training: Authorized for employees to cover absences.

• Telework/Travel: Not authorized for this task.

• Workspace and Equipment: Provided by the government.

• Security: Contractor must comply with FAA Procedures and regulations, maintain confidentiality, and adhere to "FOR OFFICIAL USE ONLY" guidelines. Non-disclosure agreements are required.

• Personal Protective Equipment (PPE): Contractor must provide PPE meeting or exceeding government standards.

• Performance Review: Monthly conferences with the COR to review performance.

• Labor Categories: General Clerks, Administrative Assistants, Computer Operators, and Computer Based Training Specialists.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Statement of Work (SOW) outlines the requirements for providing Customer Service Center (CSC) support to the Enterprise Services Center (ESC) at the Mike Monroney Aeronautical Center (MMAC). The ESC supports the FAA, DOT, and other Federal agencies by providing integrated business services and solutions.

The contractor shall provide all personnel, management, supervision, and services necessary to support the AMK-260 Customer Service Center (CSC) Branch, which includes three sections:

• AMK-261 Service Desk & Remote Support Section
• AMK-262 Desk Side Support & Implementation Section
• AMK-263 Media & Print Solution Section

Key tasks include:

• Level 1 Customer Service Desk support

• Desk Side Support and Implementation

• FAA Media Solutions

• Period of Performance: Base period from approximately July 1, 2027, to June 30, 2028, with four one-year option periods through June 30, 2032.

• Place of Performance: Primarily at the Mike Monroney Aeronautical Center (MMAC), Oklahoma City, Oklahoma, unless otherwise mutually agreed upon.

• Performance will be monitored through Service Level Agreements (SLAs).

• A Quality Control Plan (QCP) must be submitted with the proposal and updated annually.

• A Quality Assurance Surveillance Plan (QASP) will be used by the Government to evaluate performance.

• Personnel: Contractor personnel must meet specific labor categories and risk levels, requiring security investigations.

• Government Furnished Equipment (GFE): The Government will provide facilities, utilities, office furniture, general supplies (partially), computer hardware/software, and connectivity.

• Training: Contractor must provide qualified employees and ongoing training. Specific training requirements may be directed by the Government.

• Reporting: Includes monthly progress reports, invoicing, contract rosters, and status reports on Government Furnished Equipment.

• Security: Contractor personnel require security investigations based on position risk levels.

• Emergency Situations: Contractor personnel must be aware of and participate in emergency procedures and exercises.

• Telework: May be implemented under certain conditions, with agreements submitted to the FAA.

• Travel: May be required for training or performance, requiring prior authorization.

• Strike Contingency Plan (SCP): Contractor must develop and submit an SCP.

• Contract type is not specified, but includes labor hour and time & materials (T&M) elements.

• Invoicing must be submitted within 30 calendar days and approved by the CO and COR.

• A Contractor Program Manager (PM) and alternate are required.

Form / Attachment / Pricing Sheet

This document, "Attachment 4 Task 2 - AMK-262 DSSI 3-3-2026.pdf", outlines the requirements for "Desk Side Support and Implementation Task" under the AMK-260 Customer Service Center Support (CSCS) contract. It details the work description, administrative considerations, contract support, deliverables, and references for this specific task.

• Work Description: Primarily provides support to the Desk Side Support and Implementation (DSSI) Unit for purchasing, imaging, configuring, installing, deploying, troubleshooting, and excessing personal computers (PCs) and related peripherals for Enterprise Services Center (ESC) customers. Supports approximately 4,000 desktops and laptops.
• Performance Schedule: Requires independent work, monitoring deployment queues, prioritizing workload, and scheduling site visits for computer setup, configuration, and troubleshooting.
• Work Schedule: Up to 40 hours per week, between 0600 and 1800 Central Time, Monday through Friday. Premium hours apply for work exceeding 40 hours.
• Continuity of Services: Emphasizes the critical nature of services and the need for uninterrupted support during National Emergencies or Incidents of National Significance.
• Deliverables: Monthly status reports summarizing work performed.
• Reference Documents: Lists various scripts, checklists, and forms related to PC setup, asset management, and imaging processes, all available after award.

This attachment provides a detailed scope of work for desk side support and implementation services. Bidders should review the specific tasks, performance requirements, work schedule, and deliverables to understand the operational demands and reporting expectations for this task. The listed reference documents indicate the types of technical processes and administrative forms that will be utilized.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Task Statement of Work (TSOW) outlines the requirements for providing Level 1 Customer Service Desk support and Production Control and System Monitoring services for the Enterprise Services Center (ESC).

• Level 1 Service Desk: Provide 24x7x365/366 support for approximately 140,000 DOT and Non-DOT customers nationally, handling desktop, application, and financial services. This includes managing tickets, responding to inquiries, troubleshooting issues, and escalating to Level 2/3 support as needed. Support is primarily remote, not deskside.

• Production Control and System Monitoring: Provide 24x7x365/366 coverage for global applications on the FAA mainframe and monitoring services for the Enterprise Data Center (EDC) in Oklahoma City. This includes monitoring system consoles, logs, and responding to issues.

• Service Desk:

  • Maintain an abandon rate of 5% or less.
  • Log 100% of phone calls answered in the ITSM tool.
  • Provide adequate coverage during core business hours (0500-2000 CT) and for all shifts, weekends, and holidays.
  • Achieve a customer satisfaction rating of 92% or higher.
  • Ensure agents are HDI Certified Support Center Analysts (or equivalent) within four months of hire.

• Production Control:

  • No more than 2 complaints per quarter from a supported customer.

• Period of Performance: Base Year and 4 Option Years.

• Place of Performance: Primarily at the Mike Monroney Aeronautical Center (MMAC), Oklahoma City, Oklahoma, with authorized telework options.

• Contractor personnel require a Moderate Risk security clearance.

• Costs associated with security background checks are the contractor's responsibility.

• Resumes must be submitted for government approval.

• Familiarity with ITIL best practices and ITSM software is required.