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 an Aircraft Maintenance Services contract (RFP number FSG-RFP-24/25-1019). The document is a detailed questionnaire designed to evaluate potential contractors' capabilities in maintaining the FSG's fleet of nine aircraft, including UH-60A and Bell 412 helicopters, Cessna fixed-wing aircraft, and a King Air 350. The form requests comprehensive information about maintenance coordination, customer access procedures, technical support, emergency response protocols, operational hours, offsite maintenance capabilities, Aircraft On Ground (AOG) situation handling, digital tracking systems, and parts sourcing strategies.
The nine-question form requires vendors to provide in-depth responses about their technical expertise, communication protocols, staffing qualifications, and operational flexibility. The contract is anticipated to run from July 1, 2025, to June 30, 2026, with potential renewal options, and has an estimated expenditure of approximately $2,000,000. The procurement process emphasizes diverse vendor participation, including woman-, veteran-, and minority-owned businesses, and requires compliance with E-Verify employment eligibility verification. Vendors must demonstrate the ability to provide 24/7 technical support, manage emergency maintenance scenarios, and maintain transparent maintenance tracking systems to support the Florida State Guard's critical aircraft fleet used for emergency and disaster response missions.
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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 .