Service Order Desk Contract

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

This Performance Work Statement (PWS) outlines the requirements for operating a 24-hour Service Order Desk (SOD) on Fort Carson, Colorado. The SOD serves as the centralized customer service and dispatch center for all Directorate of Public Works (DPW) services.

• Provide all labor, management, supervision, equipment, and supplies to operate the DPW Service Order Desk.

• Process service calls, web, and ArMA requests 24/7, including Federal holidays.

• Handle walk-in customers during duty hours.

• Communicate with DPW Government personnel via face-to-face, telephone, email, and text message.

• Maintain a telephone number and email address for 24/7 contact.

• Process all service requests into the ArMA and GFEBS systems.

• Notify appropriate service providers of needed services and provide customer feedback.

• Develop and implement contingency plans for workforce, power outages, and telecommunications.

• Establish and maintain a Quality Control Plan (QCP) and adhere to Government's Quality Assurance Surveillance Plan (QASP).

• Ensure employees are well-groomed, neat, and wear business casual attire, identified as contractors.

• Minimum critical reliability standards (Acceptable Quality Level - AQL) specified in the Performance Requirements Summary (PRS) and Technical Exhibits.

• Interactive Customer Evaluation (ICE) system for customer feedback.

• Average Speed of Answer (ASA) for calls not to exceed one minute, and for Priority 1 orders, not to exceed 30 seconds.

• Average Talk Time (ATT) for calls to be maintained.

• All calls to be recorded and retained for at least 120 days.

• Period of Performance: One (1) base year of twelve (12) months and four (4) option years.

• Place of Performance: Fort Carson Military Installation, Fort Carson, Colorado, United States.

• Key Personnel: Project Manager (PM) with specific qualifications and availability.

• GFEBS Lead with intricate knowledge of ArMA and GFEBS.

• All personnel must complete GFEBS training modules within 30 days of contract award.

• Compliance with all Government training requirements, including AT Level I Awareness, iWATCH, and OPSEC.

• Background checks and installation access procedures must be followed.

• Contractor employees must be identified with laminated badges.

• Contractor employees are considered mission essential and must report for duty during declared emergencies.

• Government-furnished equipment (GFE) includes standard workstations, monitors, keyboards, mice, speakers, microphones, and cameras.

• Contractor must use official government-assigned email addresses for all communications.

• Applicable Publications: Compliance with listed mandatory publications (e.g., 29 CFR 1910, AR 420-1, FAR clauses).

Other / Unclassified

This document outlines the emergency response processes for Colorado Springs Utilities (CSU) specifically for incidents occurring at Fort Carson. It details the procedures for handling gas and electric emergencies, including initial call intake, triage, dispatch, response, and reporting.

This document is relevant to potential bidders who may be involved in providing services related to emergency response, utility management, or support for military installations like Fort Carson. It provides insight into the operational procedures, communication protocols (e.g., use of Teams Page, Everbridge), and response times expected by CSU in emergency situations. Understanding these processes can help bidders tailor their proposals to meet CSU's specific needs and operational requirements in emergency scenarios.

Wage Determination

This document is a Wage Determination issued by the U.S. Department of Labor, Employment Standards Administration, Wage and Hour Division, under the Service Contract Act. It specifies the minimum wage rates and fringe benefits required for various occupations in El Paso and Teller Counties, Colorado.

• Applicability: This wage determination applies to contracts covered by the Service Contract Act.
• Occupational Listings: The document provides a comprehensive list of occupations with corresponding minimum hourly wage rates. These include administrative support, automotive service, food preparation, maintenance, technical, transportation, and miscellaneous occupations, among others.
• Fringe Benefits: Required fringe benefits are listed separately and apply to all occupations. These include Health & Welfare benefits and paid vacation and holidays.
• Executive Orders: The document references Executive Order 13706 (Establishing Paid Sick Leave for Federal Contractors) and Executive Order 13658 (Establishing a Minimum Wage for Federal Contractors), outlining specific requirements and minimum wage rates related to these orders.
• Special Provisions: Notes address specific situations such as night pay and Sunday pay differentials for Air Traffic Controllers and Weather Observers, and hazardous pay differentials for work involving ordnance and explosives.
• Conformance Process: Information is provided on the process for requesting additional classifications and wage rates if a required occupation is not listed in the determination.

This wage determination is crucial for bidders to accurately estimate labor costs for any contract that falls under the Service Contract Act in the specified geographic area. It ensures compliance with federal labor laws regarding minimum wages and benefits.

Solicitation / RFP / RFQ

This is a combined synopsis and solicitation for commercial services to procure the Service Order Desk (SOD) requirement at Fort Carson, Colorado. The government intends to award a Firm-Fixed-Price, Indefinite Delivery/Indefinite Quantity (ID/IQ) contract. The North American Industrial Classification System (NAICS) code is 561210, Facilities Support Services, with a size standard of $47,000,000. This solicitation is set aside exclusively for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

The contractor shall provide comprehensive Service Order Desk support for all installation facilities. This includes operating a fully staffed Service Order Desk capable of receiving, categorizing, prioritizing, and managing service requests. The core service involves seamless integration with the Army Garrison Facilities and Engineering Business System and Army Real Maintenance Application systems.

• Contract Type: Firm-Fixed-Price, Indefinite Delivery/Indefinite Quantity (ID/IQ)

• Period of Performance: Base Year Phase-In (May 1, 2026 - May 31, 2026), Base Year Full Performance (June 1, 2026 - April 30, 2027), with four (4) one-year option periods (May 1, 2027 - April 30, 2031). An extension period (FAR 52.217-8) may be exercised from May 1, 2031, to November 1, 2031.

• Estimated Value: $47,000,000 (size standard, not estimated contract value).

• Work will be issued and funded at the Task Order level.

• Quotes are requested and will not be issued in written form.

• Submission Deadline: 30 March 2026, 1:00 PM MDT.

• Questions/Requests for Information (RFI) Deadline: 09 March 2026, 1:00 PM MDT.

• Quotes must be submitted electronically via email.

• Evaluation Factors: Technical (Contractor Experience, Project Manager, Contingency Plan, Transition Plan/Phase-In), Past Performance, and Price.

• This solicitation is exclusively set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

• Funds are not presently available for this acquisition. Contract award is contingent upon the availability of appropriated funds.

• Offerors must be registered in the System for Award Management (SAM).

Form / Attachment / Pricing Sheet

This document is the "DPW Clerk User Guide" for the ARMA (US Army Maintenance Application) system. It serves as a quick reference guide for DPW Clerks to manage maintenance requests from residents.

• Dashboard Navigation: Explains how to use the dashboard to find and manage cases, including sections for "Cases Needing Triage" and "Cases Assigned to Me."
• Case Management: Details how to triage new cases, review requester and location information, assign cases, and update priority.
• Communication: Describes how to communicate with residents using the case screen and the ArMA portal, including sending requests for information and posting comments.
• Case Resolution: Outlines the process for resolving cases, including selecting appropriate resolution codes and understanding the implications of "Resolved" and "Closed" states.
• Relating Cases: Explains how to link similar cases by designating a parent case and making others "children."
• Filtering and Sorting: Provides instructions on how to sort and filter case lists for efficient management.
• Forwarding Pictures: Details the process for forwarding resident-provided pictures to DPW foremen and technicians.

This guide is relevant to bidders as it provides insight into the operational workflow and system used by the government for managing maintenance requests. Understanding this system can help bidders tailor their proposals to align with the government's existing processes and technological infrastructure, particularly if the opportunity involves support or integration with the ARMA system.

Other / Unclassified

This document provides an informational overview of the ArMA (Automated Real-time Maintenance Assistant) and Work Desk system, including general information, phone request procedures, ArMA request procedures, responsible organizations, and a representational flow chart.

This document is relevant to potential bidders as it outlines the process for submitting and managing maintenance requests, particularly emergent and urgent ones. It details the information required for request processing, the prioritization system, and the various organizations involved in addressing these requests. Understanding this system is crucial for contractors who may be responsible for performing maintenance or repair services under a contract related to this opportunity, as it clarifies communication channels, required data, and workflow for issue resolution.

Form / Attachment / Pricing Sheet

This document is the "DPW Manager Guide v4.0", a user guide for managing the Army Maintenance Application (ArMA) system, specifically for the Directorate of Public Works (DPW). It provides instructions and guidance for DPW Managers on how to utilize various features of the ArMA platform.

• Table of Contents: Outlines the guide's sections, including Monitoring Case Work, Publishing Announcements, Creating Enhancement Requests, Customizing Garrison Information, Managing DPW Clerks and Groups, Promoting Customers, and Unit Maintenance.
• System Navigation: Explains how to use the Filter Navigator and DPW Manager Dashboard.
• Core Functions: Details on managing cases, creating announcements, handling enhancement requests, customizing portal information, user management (adding/updating DPW Clerks and assigning them to groups), promoting customers to DPW users, and unit maintenance.
• Login Site: https://dpw.armymaintenance.com
• Version: 3.0
• Prepared by: SOFTACT Solutions, LLC
• Date: October 15, 2021

This guide is relevant to bidders who may be involved in the implementation, maintenance, or support of the ArMA system. Understanding the functionalities and management procedures outlined in this guide is crucial for any vendor seeking to provide services related to the ArMA platform or its associated operations. It details how DPW managers interact with the system for daily operations, user management, and system configuration.

Other / Unclassified

This document is the "Facilities Maintenance Instruction" (TE-H.1.3.3) from the Installation Management Command (IMCOM), effective as of January 1, 2022. It details the Standard Operating Procedures (SOP) for Maintenance and Repair, or Sustainment, Restoration, and Modernization (SRM) requirements for real property facilities. It clarifies definitions and procedures related to Army Regulation (AR) 420-1, Army Facilities Management, and the General Fund Enterprise Business System (GFEBS).

The instruction outlines various types of maintenance tasks, including:

• Scheduled Tasks: Preventive Maintenance (PM) and Operational Work Orders (OWO).
• Unscheduled Tasks: Demand Maintenance Orders (DMO) and Project Work Orders (PWO).

It defines terms, categorizes tasks, provides decision trees for task management, and includes examples of each task type (DMO, PWO, OWO, PMO). The document also addresses priorities for DMOs (Emergency/Critical, Urgent, Routine) and the 32-work-hour threshold for converting DMOs to PWOs.

This instruction is relevant to bidders involved in facilities maintenance and repair contracts with IMCOM. It provides critical context on how maintenance work is categorized, ordered, prioritized, and managed within the IMCOM framework, including the specific terminology and systems (like GFEBS) used. Understanding these procedures is essential for contractors to accurately scope, price, and execute maintenance and repair services, and to align their operations with government requirements and expectations.