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) for the Directorate of Public Works (DPW) at Fort Carson, Colorado. The SOD serves as a centralized customer service and dispatch center for all DPW services.

• Provide all labor, equipment, and supplies (except Government-furnished) to operate the DPW Service Order Desk.

• Process service calls, web requests, and ArMA requests via phone, walk-in, and electronic mail.

• Review requests to determine proper classification and priority.

• Initiate service orders into ArMA and GFEBS.

• Notify appropriate service providers and provide customer feedback and status updates.

• Maintain ArMA and GFEBS systems for real-time status tracking and audit trails.

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

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

• 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.

• Hours of Operation: 24 hours a day, seven (7) days a week, 365 days a year, including Federal holidays.

• Systems: Utilize ArMA and GFEBS for all service requests, order entry, and data management.

• Personnel: Key personnel include a Project Manager (PM) and a GFEBS Lead. All personnel must complete required training, including GFEBS and AT Level I Awareness.

• Reporting: Maintain logs and submit reports as required, including personnel headcounts, training certificates, and incident reports.

• Security: Comply with installation access requirements, background checks, and Force Protection Conditions (FPCON).

• Government-Furnished Items: Includes facilities (Building 1225), 13 standard workstations, and other specified equipment.

• Contractor-Furnished Items: Includes office furnishings, equipment, and supplies not specified as Government-furnished.

• Response times for Priority 1 orders (Emergency) must not exceed 30 seconds Average Speed of Answer (ASA).

• Average waiting time for calls transferred by AAS should not exceed one (1) minute.

• Maintain a log of customer inquiries and provide information within one business day.

• Avoid duplicating orders in ArMA or GFEBS, with a maximum of three errors in any 24-hour period.

• GFEBS/ArMA Proficiency: Contractor personnel must have intricate knowledge and experience with ArMA and GFEBS for data entry, organization, and extraction.

• Training: All personnel must complete GFEBS training within 30 days of contract award and AT Level I Awareness training within 30 days of contract award or access.

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

• Force Protection: Employees must complete AT Level I Awareness training and comply with FPCON levels.

• Data Rights: Government has unlimited rights to all documents and materials produced under this contract.

Amendment / Modification

This document is Amendment 0001 to the Combined Synopsis/Solicitation W911RZ26QA0070001. The amendment incorporates the following:

• Questions and Answers received by the solicitation deadline.

• Performance Requirements Summary (PRS) Document.

• Workload Metrics.

• Revised Performance Work Statement (PWS).

• Revised Combined Synopsis Solicitation document, including "Basis for Award" and refined "Factor 2 - Past Performance" submission requirements.

• Update to clause 252.232-7007, stating the Funding Schedule will be determined at the Task Order Level.

• The due date for quotes has been extended by 8 days, from March 30, 2026, to April 07, 2026, at 1:00 PM (MT).

• The deadline for questions has expired and will not be extended. Questions received after 1:00 PM MT on March 09, 2026, may not be answered.

• The quote submission deadline has been extended to April 07, 2026, at 1:00 PM MT.

• No changes to proposal requirements or evaluation factors are noted beyond the incorporation of Q&A and revised documents.

Questions & Answers / Clarifications

This document provides Amendment 01 to the solicitation for Ft. Carson Post Refuse / Recycle FY27, specifically addressing vendor questions and providing clarifications.

• Experience: Evidence of other Federal Government experience is sufficient to demonstrate knowledge of data management systems, even if not Army-specific. Subcontractor experience will not be considered; only the prime contractor's experience will be reviewed.
• Incumbent Contract: The previous requirement was part of the Ft. Carson BASEOPS Contract held by T&H Services (W911RZ19C0002). This is a new, standalone requirement.
• Staffing & Workload: Detailed questions regarding current staffing, shift structures, roles (Project Manager, GFEBS Lead), turnover rates, and historical workload metrics (calls, walk-ins, service requests by category, seasonal trends) were asked. The government provided some baseline staffing information (3 CSRs and 1 supervisor/Lead 0700-1800, 1 CSR from 1800-0700) and directed offerors to an attached "Workload Metrics" document for further data.
• Systems & Access: Common Access Cards (CAC) will be required for ArMA and GFEBS access. Government-provided accounts and training for ArMA and GFEBS will be available. Remote system access is not permitted for administrative or reporting functions.
• Workstations: There is a discrepancy regarding the number of workstations. The solicitation references 6, the PWS references 10, and an attachment lists equipment for 13. The government clarified that there are 13 workstations in total.
• Resumes: Resumes for the Project Manager are required and count towards the 10-page technical approach limit. Resumes for the GFEBS Lead are not required.
• Transition: The current BASEOPS contract does not include a phase-out period. The government will facilitate handoff coordination with the current provider.
• Performance Metrics: Key performance indicators (KPIs) such as Average Speed to Answer (ASA), abandonment rate, and first-contact resolution are outlined in the PWS and PRS (attached to Amendment 01). Zero abandoned calls are expected.
• Work Order Classification: The contractor will have the final determination of work classification. A decision classification matrix may be created after award.
• Workstations: The government will provide 13 workstations. Remote work is not authorized.
• Award Method: The government intends to award this contract as Lowest Price Technically Acceptable (LPTA).

This amendment clarifies several points regarding experience, staffing, systems, equipment, and proposal requirements, directly impacting how offerors should prepare their technical and pricing proposals. It also provides additional workload data and clarifies the award methodology.

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

This document outlines the performance requirements and standards for the Service Order Desk.

• Project Manager Availability: Project Manager must be available 24/7, with substitutions identified to the Contracting Officer (KO) within one business day. Substitutes must have commensurate qualifications.

• Training and Certification: Contractor must meet all training and certification requirements with zero expiration and provide all required certificates.

• Interactions: Contractor must follow a script in a professional and courteous manner for all interactions.

• Order Notification: Timely notification of P1 orders (DMO, OWO) via email or phone is required. Failure to notify the Service Contractor of a non-emergency OWO (P1) order by phone, email, or to include CORs via email is a performance failure.

• Order Processing: Contractor must process all orders (DMO, PMO, OWO, or PWO) requests and ensure proper classification and assignment in GFEBS, including priority, work center, BOM, MOTHBALL, FLWUP, and functional location.

• Reporting: GFEBS Reports and Daily Call Log Reports are required.

• ArMA Website: Monitor and process requests in the ArMA website.

• Project Manager Availability: No more than two failed attempts to reach the PM within a monthly billing period.

• Training/Certification: Zero tolerance for expiration.

• Interactions: 5% deviation from the script.

• Order Notification (P1): Zero tolerance for failure to notify.

• Order Notification (Non-Emergency OWO): No more than two failures per month.

• Order Processing Accuracy: 95% accuracy of orders input into GFEBS per month.

• GFEBS Reports/Call Log: One business day beyond due date.

• ArMA Website: 5% error rate.

Not explicitly stated in this document, but implied to be for services related to the Service Order Desk.

• Incentives/Penalties: A system of Corrective Action Reports (CARs), Negative CPARS ratings, and potential deductions or other remedies are in place for performance failures. The severity of the incentive/penalty increases with repeated incidents.
• GFEBS: Use of the GFEBS system for order processing and reporting is required.
• ArMA Website: Use of the ArMA website for request monitoring and processing is required.

Form / Attachment / Pricing Sheet

This document appears to be a workload metrics report, detailing daily and weekly workload distributions across different categories (Emergent, Urgent, Routine) and timeframes (Normal Hours, After Hours, Weekends, Holidays). It seems to be used for planning or performance analysis related to the opportunity.

• Daily Workload Breakdown: Shows counts for Emergent, Urgent, and Routine tasks for each day of the week, broken down by Normal Hours and After Hours.
• Holiday Impact: Lists specific Federal Holidays and their associated workload counts.
• Weekly Totals: Provides grand totals for each category and timeframe.
• Priority Levels (Pri 1, Pri 2, Pri 3): Further categorizes workload by priority, including weekend, holiday, after-hours, and normal hours.

This document provides insight into the expected volume and distribution of work. Bidders can use this information to understand the operational demands, resource allocation needs, and potential staffing requirements for fulfilling the contract. It helps in developing realistic proposals and pricing strategies by illustrating the typical workload patterns.

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.

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.

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.

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.

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.

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.