47PB0019R0002_Tab_10_Solicitation_Amend_02_Exhibit_24_GSA_Region_1_NCMMS_Operations_Policy.pdf

GSA New England Region

US General Services Administration Thomas P. O’Neill, Jr. Federal Building 10 Causeway Street Boston, MA 02222 www.gsa.gov

DATE: March 6, 2018

MEMORANDUM FOR: Service Center Division (1PS) Facilities Management & Services Programs Division (1PM)

MEMORANDUM FROM:

DESCRIPTION: _X_ Policy (Mandatory) ___ Guidance (Non-Mandatory)

SUBJECT: Issuance of Regional Policy Regarding Roles and Responsibilities

Surrounding the National Computerized Maintenance Management System (NCMMS)

PROGRAM MANAGER: Smart Buildings Team

Purpose: This Building Operations Letter transmits policy guidance to assist the General Services Administration (GSA) New England Region with the explanation of roles required of various internal and external stakeholders relating to the usage and system management of the NCMMS.

Applicability/Scope: This Letter applies to all GSA-owned, and O&M contractor-operated buildings and facilities under the jurisdiction, custody or control of GSA New England Region, excluding buildings delegated to other Federal agencies by the Administrator of General Services. The letter also provides guidance on the general requirements of NCMMS usage by O&M contractors. For specific requirements, refer to the applicable sections in the enacted contract(s).

Background: Guidance on operating and managing Federal real estate requires consistent and concise roles and responsibilities be delineated relating to NCMMS management and operations.

Explanation of Changes: New policy issuance.

Effective Date/Expiration Date: This Letter is effective on the date of issuance and will continue until cancelled.

Cancellation: None

Policies/Procedures/Guidance/Instructions: GSA facility management personnel, agency-contracted O&M personnel, and any related agency business lines shall conform to this policy in their performance and management related to the NCMMS.

References/Authorities: Internal agency operational strategies.

Definitions: None

Attachment: New England Region National Computerized Maintenance Management System Operation Policy

NEW ENGLAND REGION NATIONAL COMPUTERIZED MAINTENANCE

MANAGEMENT SYSTEM OPERATION POLICY

General Services Administration (GSA) New England Region has identified a need to clearly delineate roles and responsibilities of various stakeholders involved in the implementation, operations, and management of the National Computerized Maintenance Management System (NCMMS). This need requires that GSA’s Public Building Service (PBS) establish and maintain a policy that removes ambiguity and sets expectations of all personnel involved in the use of NCMMS.

The clarifications and explanations within this policy streamline NCMMS operations and ensure compliance with contract requirements and agency goals. The policy below provides assistance to GSA’s New England Region on the responsibilities and proper methods to manage and operate the NCMMS.

1. Scope

The usage of NCMMS in this policy covers owned buildings and facilities that are under the jurisdiction, custody or control of GSA. This policy covers the following activities:

● Input and closeout of all types of service call (work request) and repair (corrective maintenance) type work orders. This includes custodial, operations & maintenance, and elevator services.

● Management and tracking of buildings system equipment inventory (assets).

● Generation and completion of planned / preventive maintenance type work orders, inspectional work orders, and the preparation and running of contract required reports.

● This policy applies to any GSA operated / maintained spaces.

2. Definitions

A. Major Work Order Types

Work Request (WR) This category includes all GSA and building tenant calls for services not requiring a repair of building systems or equipment (assets). Examples include but are not limited to: hot / cold calls, lighting issues, requests for additional services, spills, etc. A work request may result in a repair (corrective maintenance); however this is not always the case.

Corrective Maintenance (CM) A corrective maintenance work order is a documentation of repair or replacement work done to correct a defective or failed asset or system.

Planned / Preventive Maintenance (PM) Planned or preventive maintenance work orders are work orders generated by the NCMMS for locations, equipment (assets) or systems. For example: calendar-based, or regularly recurring maintenance. These work orders are either generated manually, through scheduling, or by the regional NCMMS team in Smart Buildings.

Inspection (OM & GSA) Inspection type work orders are for documentation of building, equipment (asset), or completed work inspections performed by the O&M contractor or GSA. Inspection type work orders can be used to create follow-up work orders to correct any found deficiencies.

B. NCMMS Activities

Work Order Tracking Work order tracking is the action of opening, completing, and closing out any type of work orders within the NCMMS. Work orders are considered complete when all pertinent information is input on the work order.

Equipment Inventory (Asset) Management The NCMMS is to serve as the only accepted means of inventory (asset) tracking for the GSA and O&M contractor. All GSA personnel and contractors are required to use the NCMMS for this purpose.

Report Generation The NCMMS is capable of generating numerous reports for verifying effectiveness and efficiency of operations and maintenance activities. These reports are available as “on-demand” and scheduled / emailed reports. Users may create, save, and run “ad-hoc” (custom) reports. All users of the NCMMS can run reports in the applications they have access to.

3. Processes

Work Orders Work orders can originate from various sources. Most often they are created by the O&M contractor, GSA personnel, or automatically by the NCMMS. The sources of work orders can be calls from building tenants, inspections and their findings, or regularly scheduled preventive / planned maintenance. Once a work order has been created, the O&M contractor manages work orders in NCMMS per their contract. Work orders can be either completed in real-time by use of mobile website or application (preferred), or after work is completed. It is expected that work orders will be entered and completed in the NCMMS in as close to real-time as is feasible. Bulk input of work orders at the end of a month or reporting period is discouraged and should only be allowable in extreme cases.

Completing a work order consists of documenting at minimum:

● A brief description of the issue

● The person who reported the issue

● Which agency is primarily affected by the issue

● The time the issue was reported to GSA or the O&M contractor

● The amount of work time required to resolve the issue

● What time was the issue resolved

● Who completed the work

● Failure reporting via root cause failure analysis

● Any equipment (assets) related to the work order cause or resolution

Work orders are to be reviewed for completeness and accuracy at a minimum on a monthly basis by the GSA property manager / COR prior to submitting the monthly contract receiving report.

Equipment Inventory (Asset) Management At the start of every contract for O&M services, the contractor will be provided an exported format of the equipment (asset) inventory for review and update. Once this mass update to the inventory is loaded into the NCMMS, the inventory is to be managed within the NCMMS using the workflow process for approval of changes & updates. It is a best practice for the asset inventory to be continuously updated as any equipment (assets) are replaced, added, or removed. The O&M contractor is to provide email or other accepted written notice that the inventory stored within the NCMMS is accurate and complete at a minimum of annually, per specific contract requirements.

Updates to equipment inventory due to large scale projects or major systems upgrades may be granted opportunity to do additional updates through the export & uploader process on a case-by-case basis.

Planned / Preventive Maintenance Once the equipment (asset) inventory has been loaded into the NCMMS, the O&M contractor will request a “PM Next Due Dates” sheet from the Smart Buildings team.

This sheet is to be reviewed for accuracy of PM frequency and job plans by the O&M contractor and GSA property manager for compliance with the agreed upon maintenance plan. Changes are to be made as necessary, and the dates of the next scheduled regular maintenance activities are entered into the sheet. When completed, reviewed and agreed upon by both the O&M contractor and the GSA property manager, this sheet is then sent to the Smart Buildings team for NCMMS compliance check and upload by the national data team. Once the upload is complete, the Smart Buildings team will inform the O&M contractor and the GSA property manager that they are set to begin NCMMS PM processing. If training is required it will be provided at this time.

If any additional adjustments to PM plan or schedule are needed after this initial upload, these are to be done within the NCMMS. Following updates due to large scale projects or major systems upgrades, bulk data uploads may be made on a case-by-case basis.

Report Generation Report generation from the NCMMS can be done manually or via automated processes.

Reports will be run from the local level for contract specific activities; however some “strategic” reports will be generated at the national and regional level to aid in reviewing and evaluating operational efficiency and quality. Typically these “strategic” reports are run on a monthly or weekly basis.

Training Communicate training needs to the regional Smart Buildings team. The Smart Buildings team will then provide timeframes available for either remote (virtual) or in-person training as time and funding permit.

4. Roles & Responsibility

Work Orders Responsibility for entering work orders as they are received varies depending on contract setup and building operational preferences. Generally, work orders for service calls / work requests from tenants or GSA originate in the NCMMS from one of two sources; the O&M contractor, or the GSA property manager. The property manager shall login to the NCMMS regularly throughout the month to review work order status, and ensure the required information is being documented by the O&M contractor. This is to be done as the work is performed continuously throughout the reporting month.

Ultimately it is the responsibility of the GSA property manager to ensure that the O&M contractor is accurately documenting all work orders in the NCMMS per contractual requirements. The O&M contractor is to enter and complete work orders in a timely manner. Work orders for preventive / planned maintenance are system generated from scheduled dates within the NCMMS.

Equipment Inventory (Asset) Management The initial bulk update is to be completed by the O&M contractor, in coordination with the GSA property manager and is expected to be one-time per contract. The GSA property manager will request the current copy of the equipment inventory from the Smart Buildings team upon contract notice to proceed. The Smart Buildings team will provide the export in the regional format and provide explanation of the update process.

The O&M contractor is to update the inventory with all information as required in the contract and provide to the GSA property manager for review and approval. Once approved by the GSA property manager, the updated inventory is to be sent to the Smart Buildings team for NCMMS quality check and submission to the national data management team for upload into the NCMMS. As equipment inventory (asset) changes during the course of the contract, the O&M contractor is to perform updates within the NCMMS by means of deactivating and adding equipment (assets). All changes made will be routed through NCMMS workflow to be approved or denied by the GSA property manager acting as the COR. At a minimum, the O&M contractor shall review, update, and provide certification to GSA personnel that the equipment inventory is current on an annual basis not later than the contract anniversary date.

Planned / Preventive Maintenance The initial update of PM schedule is completed by the O&M contractor in coordination with the GSA property manager at the start of the contract. The GSA property manager will review and approve the proposed schedule to ensure compliance with contractually agreed upon frequencies and maintenance service levels. As any new equipment is added to the NCMMS equipment inventory, the GSA property manager will review the PM schedule prior to approving the asset into “operating” status. The O&M contractor may use NCMMS bulk upload process for preventive maintenance plans, at the discretion of the Property Manager / COR. The O&M contractor is to complete all PM work orders after the actual work is completed. PM’s will be considered complete when all required data fields are filled out in the NCMMS.

Report Generation Reporting is the primary responsibility of the O&M contractor per contract requirements.

The O&M contractor is responsible for ensuring that all data is in the NCMMS to meet contractual requirements, including reporting requirements. The GSA property manager is responsible for reviewing reports as presented by the O&M contractor to ensure compliance with contract requirements and to ensure work is being appropriately documented in NCMMS. The regional Smart Buildings team may provide additional analysis and synopsis of data as it applies to ensuring successful operations of the NCMMS program as a whole.

Training If training is needed for new personnel, the GSA property manager will notify the Smart Buildings team and will coordinate training within the noted timeframe provided in the contract. It is the O&M contractor’s responsibility to ensure their employees receive the appropriate training, and they must request this training in a timely manner, through the GSA property manager. Additional training can be requested from the Smart Buildings team and will be provided on an as-needed basis.

Access Account Maintenance O&M contractors are required to maintain an active GSA email account for access to NCMMS. To do so, they must actively login and monitor their GSA email for system outages, maintenance, agency communication, and mandatory GSA training requirements. GSA property managers are listed as supervisory for all O&M contractor personnel, and will need to review and relate any notices regarding O&M contractor account status. Failure to maintain an active account is an indication that contractors are not adhering to contract requirements pertaining to NCMMS and may warrant administrative action. Should an O&M contractor’s account status become inactive, the O&M contractor will need to contact the GSA IT Service Desk for reactivation assistance. The GSA IT Service Desk can be reached by calling 866-450-5250 or emailing ITServiceDesk@gsa.gov.

5. Coordination and Communications Requirements Summary

The NCMMS program requires a high level of coordination between the O&M contractor, GSA property management, regional service centers, and the regional Smart Buildings team. Upon Notice-to-Proceed of a new maintenance contract, the GSA property manager or COR shall inform the Smart Buildings team do they may prepare for contractor onboarding activities noted previously. The New England Smart Buildings Program Team can be contacted at R1SmartBuildingsProgram@gsa.gov.

All roles associated with NCMMS are to communicate any controlled but unclassified information (CUI) through approved means. Per GSA policy this means is to be a GSA issued (GSA.gov) email address (CIO 2100.1K, Chapter 4, 2, p, (7)).

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