BPM006903_Solicitation_Attachment_-_L_Method_of_Approach__1_.pdf

Request for Proposal

Solicitation No. BPM006903

HVAC: Repairs, Service, Maintenance and Emergency Services

Arizona State Parks Board

1110 W. Washington Street

Suite 100

Phoenix, Arizona 85007

Solicitation Attachment – Method of Approach | Revision No. 1 | Revised 11-22

Attachment L – Method of Approach

The Offeror shall provide a narrative response to each section that demonstrates their understanding of the Scope of

Work requirements and describes the company’s overall method of approach for providing the Service(s) stated in this

Solicitation. If there is a section that is not applicable to the Services required by the Scope of Work, you may mark it

“N/A”.

Offeror shall provide a response either after each section or in a separate document entitled: “Attachment - Method of Approach.” If a separate document is used, please clearly designate each section and double-check to ensure that each question has been answered. If any information provided is considered CONFIDENTIAL by Offeror, the information must be specifically included in the Confidential Information Designation Attachment and related documentation to be assessed for confidential treatment under A.A.C. R2-7-103.

1.0 Describe if you are able to meet the hours required in Section 3.0 and if your company anticipates any issues meeting them.

1.1 Available 365 days a year, 24 hours a day if needed.

1.2 Regular Service hours

1.3 Emergency Service, After hours

1.4 Describe your company and if you have the capacity or sufficient work force should service be required.

Offeror Response:

IMCOR provides service coverage 24 hours a day, 365 days a year, ensuring that our clients have uninterrupted access to support whenever needed. We maintain a comprehensive emergency and after-hours response system, where clients are connected directly to an on-call, qualified technician for immediate dispatch. At all times, both primary and secondary technician are on call to ensure rapid response and consistent service delivery.

Our regular service hours are fully supported by a skilled field team and a robust administrative staff responsible for scheduling, field coordination, and customer service. This administrative support ensures that technician deployment is efficient, communication is clear, and client needs are addressed promptly and professionally.

IMCOR currently employs 27 HVAC technicians with diverse expertise across comfort cooling, heating, hydronics, chillers, humidification, boilers, VRF systems, central plants, and more. Combined with our strong administrative infrastructure, we have the capacity and workforce necessary to respond to both routine and urgent service requirements with reliability and efficiency.

2.0 Describe in detail the resources your company has to ensure you meet the needs of Section 4.0 General

Service Description to include:

2.1 Resources available to ensure you are able to furnish all labor, materials, equipment and services, and supplies for repairs.

2.2 Describe your Service record process.

2.3 Describe how your company handles complaints and deficiencies of significant importance. Process for corrective action when complaints are received.

Charles Stevens Inserted Text

- Interstae

Arizona State Parks Board

1110 W. Washington Street

2.4 Describe your company’s policies for handling EPA and OSHA Guidelines and any other regulatory requirements for your industry.

2.5 Describe how your company communicates when you are unable to fulfill the requirements of the contract because of unavailable parts, man power or any other condition that may prevent the work from being completed.

2.6 Describe your company’s safety procedures when working on the job site.

2.7 Describe your process from initial communication of a Park issue to include approximate turn time for quote/estimate, to begin work upon receipt of a purchase order and billing upon completion of the project.

2.8 Describe your process should you need parts that are not on the truck. Does your company have sufficient resources statewide to ensure the job is completed in as few trips as possible.

2.1 IMCOR is fully equipped to provide all labor, materials, equipment, services, and supplies necessary for repair work.

Our team includes 27 experienced HVAC technicians supported by a robust administrative staff that manage scheduling, field coordination, and customer service. We utilize advanced service management software to streamline work order processing, dispatching, and real-time communication. Additionally, our purchase order (PO) system ensures timely procurement of materials, while internal tracking metrics allow us to monitor performance, response times, and service quality, ensuring efficient and accountable service delivery.

2.2 IMCOR maintains a detailed and organized service record process through the use of advanced service management software. This system facilitates the creation, tracking, and management of work orders, while enabling real-time communication between field technicians, dispatch, and administrative staff. Each service call is documented from initiation to completion, including labor, materials used, and resolution details.

2.3 We understand that addressing customer concerns and resolving complaints promptly is crucial for maintaining positive relationships. Our complaint resolution process is designed to provide a clear, hierarchical path to ensure efficient handling of customer issues. Here's an overview:

• Frontline Resolution:

o JOC Support Team: Customers can initiate the resolution process by contacting our dedicated Job

Order Contracting team through various channels such as phone, email, or written correspondence.

o Immediate Assistance: Our Job Order Contracting team is trained to address common concerns and provide immediate assistance whenever possible.

• Escalation to Supervisors:

o JOC Leads/Supervisors: If the issue requires further attention, it is escalated to the JOC leads or supervisors within IMCOR’s Commercial Services department.

o In-depth Investigation: Our JOC Program Manager conducts a more in-depth investigation, gather additional information, and works towards finding a resolution.

Arizona State Parks Board

1110 W. Washington Street

• Departmental Escalation:

o Departmental Involvement: If the complaint is not resolved at the frontline or JOC Program Manager level, it is escalated to the Commercial Services division manager.

o Specialized Expertise: The Commercial Services division manager consults with the customer and

IMCOR’s internal resources with specialized knowledge to review the issue and collaborate to find a satisfactory resolution.

• Executive Escalation:

o Executive Team Involvement: If the complaint persists, it is elevated to the Company President.

o High-Level Decision-Making: The President, who is also an owner of the Company, make decisions, and ensures that all necessary resources are allocated to resolve the issue promptly.

• Feedback and Analysis:

o Throughout the complaint resolution process, we collect feedback to identify patterns, root causes, and areas for improvement.

• Process Enhancement:

o Regular reviews are conducted to enhance the complaint resolution process, ensuring a continuous improvement cycle.

By implementing this hierarchical complaint resolution process, IMCOR strives to address customer concerns at various levels, ensuring that each case is thoroughly examined and resolved in a fair and timely manner. Our commitment is to maintain transparency, accountability, and customer satisfaction throughout the resolution journey.

2.4 IMCOR complies fully with all EPA, OSHA, and Arizona regulatory requirements. Our technicians are EPA certified and follow proper refrigerant handling procedures. We maintain an active OSHA-compliant safety program, including regular training and jobsite hazard assessments. IMCOR also ensures adherence to all relevant Arizona codes and licensing standards, with internal protocols in place to monitor ongoing compliance.

2.5 IMCOR maintains open, proactive communication when unable to meet contract requirements due to issues like part shortages or staffing constraints. Our accountable team, backed by strong internal support, promptly informs the client and works collaboratively to find a resolution that meets both parties’ needs.

2.6 IMCOR places the highest priority on job site safety and ensures all work is performed in compliance with state and federal safety regulations. Our technicians actively participate in internal OSHA training programs to stay current with best practices and regulatory requirements. Upon arrival at any job site, the first step is to assess the safety of the working area. If the area is deemed safe, work proceeds as planned. If any hazards are identified, our technicians immediately engage IMCOR’s extensive safety resources and team to address and correct the issues before work begins. Throughout the duration of the job, our team follows all applicable safety protocols to ensure a secure environment until the work is successfully completed.

Arizona State Parks Board

1110 W. Washington Street

2.7 Upon receiving a service request, IMCOR promptly inputs the details into our service management software, allowing us to efficiently locate the next available technician. Once the technician is assigned and an estimated time of arrival (ETA) is determined, we immediately communicate this ETA to the customer and keep them updated throughout the process until the technician arrives on-site.

For estimates and quotes, we aim to provide a turnaround time of 24 hours. Upon receipt of a purchase order (PO), we begin work immediately, ensuring that all necessary resources are in place to complete the project efficiently and on schedule. Once the job is completed, we ensure that it is closed and billed to the customer in less than 30 days, maintaining a smooth and timely billing process.

2.8 IMCOR services the entire state of Arizona, leveraging a network of trusted vendors and partners across all counties and regions to ensure timely service, even for customers located far from our primary operating area. In the event that a technician does not have a required part on their truck, the technician will immediately utilize the closest available parts supplier to procure the necessary components. Our technicians have 24/7/365 access to purchase orders

(POs), ensuring there is no downtime in the parts procurement process, allowing for quick resolution and minimal disruption to the job.

With our statewide resources and partnerships, we are able to ensure that jobs are completed in as few trips as possible, providing efficient service no matter the location or complexity of the task.

3.0 Describe in detail how your company will comply with section 5 Maintenance to include:

3.1 Describe your company’s detailed service records and maintenance records.

3.2 Describe your estimate and if they provide detailed descriptions of the equipment and/or parts to be serviced.

3.3 Describe your company’s policy or process in regard to providing real time status of any current work in process.

3.4 Describe your company’s quality processes to ensure the work completed is to industry standards and what steps are taken to ensure the work is done properly.

3.1 IMCOR utilizes advanced service management software to maintain detailed and organized service and maintenance records. This software allows us to log notes, pictures, reports, deficiencies, quotes, purchase orders (POs), and all job-related activities, ensuring that every aspect of the service is accurately documented. The database is easily accessible, and we can generate customized reports tailored to the client's needs, providing real-time data upon request.

This system ensures that all service and maintenance records are comprehensive, up-to-date, and readily available for review, facilitating efficient tracking, transparency, and informed decision-making for our clients.

3.2 IMCOR provides detailed, transparent estimates that include line-item breakdowns of parts, labor, miscellaneous costs, scope of work, and more. Our estimates clearly describe the equipment and parts to be serviced, ensuring clients have a complete understanding of the scope of work and associated costs.

3.3 IMCOR maintains a proactive approach to keeping clients informed about the status of ongoing work. Our technicians check in and out of each job with the customer, providing real-time updates on events as they occur. This ensures that clients are always aware of the progress of the work being performed. At the end of each service call, the technician sends a work acknowledgment, which includes a full report detailing the scope of work completed. This report is provided the same day the work is finished, ensuring that our clients receive timely, accurate information about the job.

Arizona State Parks Board

1110 W. Washington Street

3.4 Our management team reviews job reporting at internal close to monitor the workmanship, attention to detail, and customer deliverables. This ensures that all work meets or exceeds industry standards. Additionally, we have a team of supervisors who regularly visit job sites to provide support, address any issues, and ensure technicians are working safely while upholding our rigorous quality standards

4.0 Describe in detail how your company will be available for emergency services as per Section 6 and meet the needs of the park to include:

4.1 Describe the labor, overtime, travel costs, ability to obtain parts and supplies.

4.2 Describe the expenses to be incurred for Emergency service.

4.3 Describe if your company will be able to meet the requirement of being on-site within three hours of notification or how long it would take you company to be on-site.

4.4 Describe how your company handles off hour calls and the process for emergency services.

4.1 and 4.2 IMCOR provides skilled labor across the entire state of Arizona, supported by a network of trusted vendors and partners to ensure timely service. In the event of parts shortages, technicians have 24/7/365 access to purchase orders, enabling quick procurement with minimal downtime. Travel costs are managed by efficiently utilizing our statewide resources to reduce travel time and expenses. We aim to complete jobs in as few trips as possible to maintain cost-effectiveness. No overtime will be charged on Emergency Services per the RFP; all work will be tracked as regular business hours unless approved by Arizona State Parks.

4.3 IMCOR is committed to meeting the requirement of being on-site within three hours of notification. With a team of

27 experienced HVAC technicians, we leverage our advanced service management software to efficiently process work orders, dispatch technicians, and communicate in real-time. Our system allows for quick coordination and accurate tracking of response times, ensuring that we can meet urgent service needs promptly. Additionally, our robust administrative team supports scheduling and dispatch, helping us maintain consistent and reliable service delivery across the state.

4.4 IMCOR provides comprehensive 24/7/365 coverage for off-hour calls and emergency services. We have an on-call rotation system that ensures a qualified technician is available at all times. Upon receiving an emergency request, we immediately assess the situation, deploy the appropriate technician, and, if necessary, utilize our purchase order (PO) system to procure materials without delay. Our internal tracking metrics monitor response times and service quality, ensuring that every emergency is handled efficiently and effectively. Throughout the process, we maintain transparent communication with the client to ensure they are informed and confident in the resolution of the issue.

5.0 Section 7: Parts, Labors and Complete Replacements: Describe in detail how your company will meet those items per Section 7 of the solicitation to include:

5.1 Describe the labor, overtime, travel costs, ability to obtain parts and supplies.

5.2 Describe the expenses to be incurred for Emergency service.

5.3 Describe if your company will be able to meet the requirement of being on-site within three hours of notification or how long it would take you company to be on-site.

5.4 Describe how your company handles off hour calls and the process for emergency services.

5.5 How or what process can your company do to ensure ASPT is getting the best pricing on parts.

Arizona State Parks Board

1110 W. Washington Street

5.6 What is your process for ensuring approval is obtained prior to major repairs.

5.7 How do you ensure that energy efficient parts are utilized whenever possible.

5.1 IMCOR employs a team of 27 experienced HVAC technicians supported by a robust administrative staff to handle all aspects of service. Our technicians are available across the state of Arizona, ensuring efficient and timely service regardless of location. Labor and overtime costs are calculated based on the nature of the work, including any after-hours services, which are subject to overtime rates. Travel costs are managed by utilizing our statewide network of resources to minimize travel time and expenses. In the event that a technician requires a part that is not available on their truck, they can access the closest available supplier through our 24/7/365 purchase order system, ensuring there is no downtime, and parts are procured quickly to minimize disruption to the job.

5.2 After-hours service incurs additional expenses, including overtime rates for technicians working outside of regular business hours. Additionally, if a supply house needs to be opened to obtain repair parts, this may also incur extra costs.

These expenses ensure that IMCOR can respond to urgent service needs promptly and with the necessary resources to resolve the issue as quickly as possible. We are committed to transparency and provide clients with a clear understanding of any additional charges associated with emergency services.

5.3 IMCOR is fully equipped to meet the requirement of being on-site within three hours of notification. With 27 technicians and a network of trusted vendors and partners across the state, we are able to quickly deploy resources, ensuring that we can meet urgent service needs. Our advanced service management software enables us to efficiently process work orders, dispatch technicians, and track real-time response times to ensure timely service delivery.

5.4 IMCOR offers 24/7/365 coverage for off-hour calls and emergency services. We have a dedicated on-call rotation system, ensuring that a qualified technician is always available. Once an emergency service request is received, we immediately assess the situation, dispatch the appropriate technician, and use our purchase order (PO) system to procure any required materials without delay. Our technicians are equipped with real-time communication tools to keep clients informed throughout the service process, ensuring a smooth and efficient resolution.

5.5 IMCOR ensures that ASPT receives the best pricing on parts through our established relationships with a wide range of trusted vendors and suppliers. Our statewide network and long-standing partnerships allow us to leverage competitive pricing on parts and materials, ensuring that our clients receive the most cost-effective solutions without compromising quality. We also regularly review and assess pricing to ensure we are providing the best value to our customers.

5.6 Before proceeding with any major repairs, IMCOR follows a clear process to ensure client approval. We provide detailed estimates that include line-item breakdowns of parts, labor, and any additional costs. Once the estimate is reviewed and approved by the client, we proceed with the work. If any unforeseen circumstances arise that require additional repairs or parts, we obtain approval before continuing with any work outside the initial scope.

5.7 IMCOR is committed to utilizing energy-efficient parts whenever possible. We work closely with suppliers to identify and source energy-efficient components that not only meet industry standards but also contribute to long-term energy savings for our clients. Our technicians are trained to prioritize energy-efficient solutions during the repair and replacement process, ensuring that both performance and energy consumption are optimized.