ATTACHMENT H.pdf
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- Attached to
- Aircraft Maintenance Services
- Solicitation number
- RFP-12941
- Issued by
- Leon County, Florida
About this file
Attachment H is a Customer Service Capabilities Form issued by the Florida Department of Military Affairs, Division of the Florida State Guard (FSG) for RFP FSG-RFP-24/25-1019 regarding Aircraft Maintenance Services. The form is designed to capture detailed information from potential contractors about their capabilities to provide comprehensive maintenance services for a fleet of nine aircraft, including UH-60A and Bell 412 helicopters, UH-1H helicopters, Cessna 206 and 425 fixed-wing aircraft, and a King Air 350. The document contains nine open-ended questions requiring vendors to elaborate on their maintenance coordination procedures, customer access policies, technical support capabilities, operational hours, emergency response protocols, offsite maintenance capabilities, Aircraft on Ground (AOG) situation handling, digital tracking systems, and parts sourcing strategies.
The form is part of a broader procurement process with an anticipated contract period from July 1, 2025, to June 30, 2026, with potential renewal options. The estimated contract expenditure is approximately $2,000,000, with the procurement encouraging participation from woman-, veteran-, and minority-owned business enterprises. Vendors must comply with E-Verify employment eligibility requirements and provide comprehensive documentation demonstrating their ability to support mission-critical maintenance scenarios. The evaluation will focus on technical capabilities, compliance with specifications, and overall value, with the Division reserving the right to award multiple contracts and carefully assessing vendors' operational flexibility, technical support availability, and maintenance tracking systems through this detailed Customer Service Capabilities Form.
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Attachment H: Customer Service Capabilities Form
FSG-RFP-24/25-1019
Aircraft Maintenance Services
ATTACHMENT H
CUSTOMER SERVICE CAPABILITES FORM
Please provide detailed answers to all the questions below:
1) FSG aircraft are overseen by the FSG Chief Pilot and unit personnel. What are your procedures for coordinating required and recommended maintenance actions with customer personnel, including approvals, change requests, and return-to-service communications?
2) FSG personnel may need to physically inspect, observe, or participate in maintenance activities. What are your company’s policies and procedures regarding customer onsite access to aircraft and maintenance facilities during scheduled and unscheduled maintenance?
3) Describe your willingness and capacity to provide technical assistance or expertise (e.g., diagnosis, component research, airworthiness questions) to FSG personnel during both active maintenance and planning periods.
4) What is your company’s normal hours of operation? What level of technical and maintenance support (staffing, phone, or physical presence) can you provide outside regular hours, especially in emergency or mission-critical situations?
5) What are your staffing qualifications, safety procedures, and operational protocols for performing aircraft engine run-ups, ground turns, or post-maintenance checks?
6) Describe your ability and process to support offsite maintenance (e.g., field repairs, mobile maintenance teams). Include typical response times, equipment transported, and coordination required for remote support.
7) How does your company handle AOG situations? Describe your procedures for prioritization, technician dispatch, and communication with the customer during time-sensitive or operationally critical grounding events.
Attachment H: Customer Service Capabilities Form FSG-RFP-24/25-1019 Page 2 of 3 Aircraft Maintenance Services
8) What digital maintenance tracking systems or customer portal tools do you use? How can FSG access service records, view live status updates, and obtain historical maintenance data?
9) Describe your parts sourcing network, stocking practices, and how you manage procurement and lead times for high-failure-rate or long-lead-time components. Include any in-house stocking strategies that support readiness.
Attachment H: Customer Service Capabilities Form FSG-RFP-24/25-1019 Page 3 of 3 Aircraft Maintenance Services
File details come from the government source that posted it. Updated .