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 the Aircraft Maintenance Services contract (RFP FSG-RFP-24/25-1019). The form is designed to comprehensively assess potential aircraft maintenance service providers' capabilities, requiring detailed responses to nine key questions covering maintenance coordination, customer access, technical support, operational hours, emergency response protocols, offsite maintenance capabilities, Aircraft on Ground (AOG) situation management, digital tracking systems, and parts sourcing strategies. The document is part of a solicitation for a contract running from approximately July 1, 2025, to June 30, 2026, with potential renewal options, covering maintenance services for a fleet of nine aircraft including helicopters and fixed-wing aircraft.
The RFP emphasizes vendor capabilities in providing 24/7 technical support, handling emergency maintenance scenarios, offering transparent maintenance tracking, and maintaining robust parts procurement networks. The estimated contract expenditure is approximately $2,000,000, with a proposal submission deadline of June 20, 2025, and an anticipated award notification on June 24, 2025. The procurement encourages diversity, specifically seeking involvement from woman-, veteran-, and minority-owned business enterprises. Vendors must comply with employment eligibility verification using the E-Verify system and demonstrate operational flexibility to support mission-critical maintenance scenarios for the Florida State Guard's critical aircraft fleet.
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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 .