Attachment 0001_SOW APPENDIX 2.6.1 Fort AP Hill Public Works Customer Service Guide.pdf

This document is a Customer Service Guide for the Directorate of Public Works (DPW) at Fort Walker, Virginia, updated August 11, 2020. It serves as an operational manual for customers seeking facilities maintenance, engineering, environmental, and real property management services.

The DPW is organized into five divisions: Business Operations & Integration (BOID), Operations & Maintenance (O&M), Engineering, Master Planning, and Environmental & Natural Resources (ENRD). The organization provides engineering support, real property planning, design, inspection, construction, maintenance and repair, utilities and energy management, master planning, environmental compliance, and Army Family Housing services. The DPW operates a Service Desk staffed 7:00 AM to 4:30 PM Monday through Friday (804-633-8286), with emergency after-hours support available. Services are provided either through DPW labor or service contracts, with some reimbursable to customers based on usage agreements. The document establishes service request categories: Service Requests for work under 32 hours of labor, Emergency Service Requests (Priority 1, response within 1 hour; completion within 24 hours), Urgent requests (Priority 2, completion within 7 business days), and Routine requests (Priority 3, completion within 30 calendar days). Service requests are submitted via Armymaintenance.com (ArMA). Facility Engineering Work Requests (DA Form 4283) are required for larger projects and construction. The DPW maintains a 5-year Annual Work Plan prioritizing projects, with preventive maintenance and life/health/safety projects taking precedence. Customers are responsible for modifications to garrison property, facility clearance requirements, key management, and negligence-related damage. The guide includes detailed procedures for digging permits, facility assignments and clearances, environmental compliance, GIS data requests, hazardous materials management, and facility signage requests, with appendices providing DPW location maps, facility check-in and clearance checklists, and key issuance procedures.