0003 ARMA overview.pdf
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- Attached to
- Service Order Desk Contract
- Solicitation number
- W911RZ-26-Q-A007
About this file
This is an informational overview document for the ArMA (Asset Request Management Application) and Work Desk system, provided by T&H Services, a HUBZone, 8(a) certified, tribally-owned small business enterprise of the Tlingit Haida Tribal Business Corporation. The document outlines procedures for managing maintenance and repair requests at a federal facility through three priority levels: Emergent requests (Priority 1) for life, health, and safety concerns such as lack of heating/cooling, unsecured doors, sewage backups, and gas leaks; Urgent requests (Priority 2) for significant operational issues such as non-functioning elevators, malfunctioning toilets, and alarm panel problems; and Normal maintenance requests (Priority 3) for routine issues such as wall holes, inoperative light fixtures, slow drains, and dripping faucets.
The document provides guidance for processing requests through two channels: phone calls and the ArMA web portal. For phone requests, staff must ascertain request severity and direct non-emergent issues to the online portal while immediately creating cases for emergent concerns. For ArMA requests submitted online, staff must verify that all required information is present (point of contact name and phone number, location details, and clear description), correct the priority level if necessary, request additional information via case comments if needed, and assign cases to the appropriate responsible organization based on contractual obligations. Responsible organizations include DPW (Structures Monitor), O&M Contractor, Fire Department, FMO (barracks appliances and furniture), LRC (kitchen appliances in DFACS), AAFES (Exchange appliances), Pest Control, and Wildlife. A representational flow chart illustrates the complete process from initial phone call or ArMA request through final assignment and case resolution.
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A wholly owned business enterprise of
Tlingit Haida Tribal Business Corporation
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
ArMA and Work Desk
Informational
Overview
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
General Information **This list is not comprehensive. It is to provide examples only.**
• Examples of Emergent requests (Priority 1) –A barracks room with no heat
(cold weather) or AC (hot weather), an exterior door to a building that cannot be secured, a sewage back up, and a gas leak.
• Examples of Urgent requests (Priority 2) – An elevator not working, a toilet that constantly flushes, an alarm panel beeping/sounding, and waterless urinal issues.
• Examples of Normal maintenance requests (Priority 3) – A small hole in a wall, one light fixture inoperative in a room, a slow drain, a sewer gas odor, and a dripping faucet into a sink or tub.
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
Phone requests overview
1. When a phone call is received ascertain the nature and severity of the request. Is it a life, health, safety concern? Is it an urgent request? Is it a normal maintenance request? Which Contractor will need to address the reported deficiency?
2. If the request is non-emergent request the customer to submit the request online through the ArMA web portal. If the request is for an emergent concern, create an ArMA case and dispatch accordingly.
3. The information needed to correctly process an emergent issue is as follows:
Point of Contact - name and phone number(POC), Location (building, room number, cross street, etc.), a clear and concise description of the emergent concern.
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
ArMA requests overview
• The information needed for an emergent request is also needed for any ArMA request. POC, location, clear description of deficiency.
• The priority is first set by the customer and should be corrected to the appropriate level.
• If the case is missing any information needed to correctly process it, a request should be made to the customer via the comments section of the case for the information or clarification.
• Once the above are confirmed, the case should be assigned to the correct contractor or DPW personnel. As is pursuant to the specific contractual obligations.
• Cases that are the responsibility of groups that do not have ArMA access should be resolved after the correct contact information has been provided.
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
Responsible Organizations
• DPW – Structures Monitor
• O&M Contractor
• Fire Department
• FMO – Barracks appliance and furniture
• LRC – Kitchen appliances in DFACS*
• AAFES – Exchange appliances
• Pest Control
• Wildlife
HUBZONE | 8(A) CERTIFIED | TRIBALLY OWNED | SMALL BUSINESS
Representational Flow Chart
| Slide 1: ArMA and Work Desk Informational Overview |
| Slide 2: General Information |
| Slide 3: Phone requests overview |
| Slide 4: ArMA requests overview |
| Slide 5: Responsible Organizations |
| Slide 6: Representational Flow Chart |
File details come from the government source that posted it. Updated .