Attachment 002 - Barracks Maintenance Apendix A.pdf

[APPENDIX A]

Government Concept of Operations (CONOPS)

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[APPENDIX A] Government Concept of Operations (CONOPS)

Project: Fort Campbell Barracks Sustainment & Modernization OTA Prototype

1.0 Purpose and Intent

The following Concept of Operations (CONOPS) is provided to illustrate the Government’s vision for the "ideal state" of barracks maintenance under this Prototype OTA. Offerors should utilize these scenarios to guide the design of their proposed Enterprise Asset Management (EAM) platform, staffing models, and logistical strategies. The goal is to shift from a reactive, process-heavy bureaucracy to a frictionless, commercial-style property management experience.

2.0 Scenario A: The Service Member Experience (Intake & Triage)

Current.Friction¿ Soldiers submit vague text descriptions into the Army Maintenance Application (ArMA), resulting in misdiagnosed dispatches and delayed repairs.

The.Prototype.Vision¿

• The Intake: A Service Member residing in a legacy barracks building discovers a water leak under their sink. They utilize their mobile device to scan a secure, unit-specific QR code located in their suite.

• The Intelligence: The scan immediately logs them into the contractor’s mobile-responsive portal. The system automatically populates the building number, floor, and room number.

The interface prompts the Soldier to select the issue from a visual, guided-choice menu ("Plumbing" > "Sink/Drain") and mandates the upload of a smartphone photo.

• The Triage: The EAM platform’s logic engine ingests the photo and categorizes the ticket as an urgent plumbing DMO. It automatically routes the ticket to the queue of the specific cross-trained "Zone Technician" assigned to that geographic cluster of barracks, entirely bypassing manual DPW administrative routing.

3.0 Scenario B: The Zone Technician Experience (Execution & Logistics)

Current.Friction¿ Technicians receive inaccurate tickets, travel extensively between the job site and a centralized DPW warehouse for parts, and leave vague closeout notes.

The.Prototype.Vision¿

• The Dispatch: The Zone Technician receives a push notification on their ruggedized mobile device. The ticket includes the Soldier’s uploaded photo and the exact asset history for that specific sink.

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• The Logistics: Instead of driving across the installation to a central warehouse, the EAM directs the technician to a secure, decentralized "Smart Locker" or localized parts cache located near the barracks cluster to retrieve a standard faucet cartridge.

• The Execution: The repair is completed on the initial visit, maximizing "wrench time" and ensuring a high First-Time Fix Rate (FTFR).

• The Closeout: The technician uses their mobile device to close the ticket, scanning the barcode of the new part installed. This action updates the building's "Digital Twin" asset history.

• The Feedback: Upon closure, the system automatically triggers an SMS text message to the Service Member requesting a 1-to-5 star rating, closing the customer service loop.

4.0 Scenario C: The Installation Command Experience (Administration & PMO)

Current.Friction¿ DPW staff dedicates excessive labor hours to manual data entry for ArMA and GFEBS financial reconciliation, and PM schedules are static, regardless of building age.

The.Prototype.Vision¿

• The Financial Reconciliation: When the Zone Technician closes the plumbing ticket, the EAM platform calculates the exact cost of the labor (time on site) and materials (the scanned faucet cartridge). Via a secure, IL4/IL5-compliant API or automated batch process, this cost data is immediately interfaced with the General Fund Enterprise Business System (GFEBS). The system automatically decrements the specific $5M SRM Line of Accounting (LOA) without requiring manual data entry by DPW clerks.

• The Proactive PMO: Simultaneously, the EAM platform acts on sensor data and historical failure rates. While the legacy building receives scheduled, high-frequency physical inspections to prevent catastrophic pipe failures, the EAM algorithms actively monitor the modern digital HVAC controls of the barracks, triggering Preventative Maintenance Orders (PMOs) only when system degradation thresholds are met.

• The Dashboard: The DPW Director and Garrison Commander review a real-time, cloud-based dashboard displaying overall asset health, live financial burn rates against the $5M cap, and current Soldier Customer Satisfaction (CSAT) scores.

5.0 Scenario D: Priority Triage & Dynamic Scheduling (The Reality of Maintenance)

Current.Friction¿ All work orders are treated with similar urgency regardless of actual impact, and jobs requiring specialized parts or complex follow-ups linger in unresolved backlogs.

The.Prototype.Vision¿

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• The Intake (Urgent vs. Emergency): A Soldier reports a major water leak causing active flooding in a shared dayroom. The EAM platform’s logic engine immediately flags this as an Emergency (Priority 1). It overrides the geographic "Zone" assignment and dispatches the closest available technician via emergency mobile alert, ensuring an on-site response within 1 hour to isolate the water leak.

• The Triage (Routine): Concurrently, a Soldier reports a cracked floor tile in their personal room. The EAM categorizes this as Routine (Priority 3) with a 5-day resolution target.

• The Dynamic Schedule: The technician assessing the cracked tile determines that matching replacement tile is not in local inventory. Using their mobile EAM app, they order the specific material and shift the ticket status to "Awaiting Parts."

• The Automated Follow-Up: Crucially, the EAM platform automatically texts the Soldier: ƒYour.repair.requires.a.specialized.part¡.We.have.placed.the.order¡.You.will.receive.a.

scheduling.link.to.select.a.repair.time.once.the.part.arrives¡ƒ Once the material hits the local warehouse, the system automatically routes a calendar link to the Soldier to schedule the follow-up repair at their convenience, ensuring the ticket is tracked to completion rather than abandoned.

6.0 Scenario E: Change of Occupancy Maintenance (COM)

Current.Friction¿ When a Soldier Permanent Changes of Station (PCS), turning over the room requires manual coordination between the UPH housing office, the Soldier, and DPW, often resulting in extended vacancies while awaiting basic repairs and cleaning.

The.Prototype.Vision¿

• The Trigger: When a Soldier receives their PCS orders, the UPH Housing Office updates the installation housing roster. This action automatically triggers a "Pre-Clearance Inspection" ticket in the contractor's EAM platform.

• The Assessment: Thirty days prior to the Soldier's departure, a contractor supervisor conducts the inspection and uses the EAM mobile app to generate a consolidated "Change of Occupancy" punch list (e.g., paint touch-ups, deep cleaning, blind repair, non-fair wear and tear).

• The Coordinated Execution: The EAM platform schedules all necessary trades (painters, cleaners, general maintenance) to sequence their work immediately after the Soldier's official clearing date.

• The Turnover: The contractor executes the consolidated punch list within the designated COM timeline. The supervisor signs off on the completed room in the EAM, which automatically pings the UPH Housing Office dashboard, instantly returning the room to the "Available for Assignment" inventory and minimizing vacancy loss.