1102VNCOMServiceDeliverySummary11-2A0004.pdf

29 Mar 07 FA3002-06-R-0003

Section 11-2

11-2. Service Delivery Summary

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds

1. Maintain Vance AFB Infrastructure 11.1.1 Customer Satisfaction Surveillance Use AF Form

1255 or Contractor Supplied form with a scale of 1-5, with

3 or better acceptable

2. Maintain Kegelman AUX Field infrastructure

11.1.1 Acceptable – 2 hour response

time for any emergency work request. There is approximately 45 min driving time one way.

3. Provide around-the-clock service call operation.

11.1.1 Customer Satisfaction

Surveillance Use AF Form

1255 or Contractor Supplied form with a scale of 1-5, with

3 or better acceptable

4. Provide economical maintenance, repair, construction, operations and services functions for similar real property installed equipment (SRPIE) IAW current directives and to standard that prevents unwarranted deterioration accomplished as a reimbursable cost to the affected organization.

11.1.1. Acceptable –one failure per

quarter

5. Establish and maintain a work order tracking system in IWIMS or replacement computer system.

11.1.1 Customer Satisfaction

Surveillance Use AF Form

1255 or Contractor Supplied form with a scale of 1-5, with

3 or better acceptable

6. Maintain and keep current a master appliance listing for Real Property Installed (RPIE and Equipment Authorization Issue Document (EAID) appliances in MFH, Dormitories and other Wing organizations.

11.1. 3 Acceptable – 2 appliances not accurately listed per quarter.

7. Ensure swimming pool is open between Memorial day and Labor day

11.1.5 Acceptable – 3 days downtime

during periods of operation.

8. Develop short and long-range cost-effective maintenance strategies and

11.1.2.1. Acceptable – two outdated

plans per year.

Vance AFB Operations and Maintenance

11-2-1

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds programs appropriate to the mission, performance requirements and objectives, and criticality of applications supported by the major systems. Plans shall support system operating targets.

9. Create supporting budgets for maintenance plans, which shall include both operations and maintenance (O &M) funds and capital spending. Make recommendations on capital spending based on a priority plan that reflects the most critical system improvement requirement and least maintenance life cycle cost basis.

11.1.2.2 Acceptable – Provide budgets

on request for maintenance plans to include operations and maintenance funds and capital spending. On a semi-annual schedule.

10. Assess existing predictive, preventive maintenance (PM) program and maintain or improved program to minimize repair and replacement cost and interruptions to the mission and customer, enhance system reliability, and extend the life cycle of Vance.

11.1.2.3 Acceptable – One Program not

maintained or improved

11. Coordinate all work with facility managers prior to starting work.

11.1.2.4. Acceptable – One work order

started in a facility without coordinating with the facility manager per quarter.

12. Assure all personnel receive current training including continuing education courses, seminars and conferences approved by HQ AETC/A7C

11.1.2.5. Acceptable – One personnel

not trained. each time the training is conducted.

13. Provide economical maintenance, repair, construction, operations and services functions for real property installed equipment (RPIE) IAW current directives and to standard that prevents unwarranted deterioration.

11.1.2.6. Acceptable -one failure per

quarter

14. Maintain a Recurring Work Program.

11.1.2.7. Acceptable – Items carried

over less than 2 times

15. Complete Scheduled Recurring Work

11.1.2.7. Acceptable – 100 %

compliance for critical items and 95 percent compliance for none critical items per week.

16. Maintain a Backflow Prevention 11.1.2.7.1. Acceptable – one backflow

11-2-2

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds

Program IAW AFI 32-1190 (I) and Uniform Plumbing Code.

device not tested during the month it is due testing.

17. Maintain a Cathodic Protection Program

11.1.2.7.2 Acceptable – one Cathodic

protection system not tested during the month it is due testing.

18. Service provider shall establish and maintain a fire hydrant flushing plan

IAW UFC 3-320-02

11.1.2.7.3. Acceptable – Plan must be

approved by the Government.

19. Maintain a bench stock of needed items to critical mains after a water break occurs

11.1.2.7.3.1 Acceptable - None

20. Fire Hydrant flushing will be accomplished IAW UFC 3-320-02

11.1.2.7.3.2 Acceptable - None

21. Repair of Fire hydrants will be IAW

UFC 3-320-02

11.1.2.7.3.3 Acceptable - None

22. Maintain All Roofs 11.1.2.7.4. Acceptable –Emergency roof repairs with in 24 hours. Non-emergency – must respond within seven days. Must notify any roofing contractor of any warranty work as so as it is identified.

23. Maintain a compliant refrigerant management program, which complies with Environmental Protection Agency (EPA) 608 and 40 Code of Federal Regulation (CFR)

11.1.2.7.5. Acceptable – none

24. Establish and maintain a carpet improvement program in accordance with Engineering Technical Letter (ETL) 03-3, Air Force Standard and AETC Carpet Guidance, Sept 10, 2004

11.1.2.7.6 Acceptable – Carpet replaced

in high traffic areas with in Air

Force Guidelines – 5 years Acceptable – Carpet replace in low traffic areas with in Air Force Guidelines – 7 years Family housing will not be replaced in fewer than seven years unless replacement certification IAW established Air Force Policy has been completed. If carpet is severely damaged or stained, a more frequent placement will be required. Out-of-cycle

11-2-3

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds replacement of carpet based on the current occupant’s preference is not authorized.

25. POL Fuels Systems must be inspected IAW T.O. 37-1-1. and UFC 3- 460-03F

11.1.2.7.7. Acceptable – one missed

inspection per cycle

26. Maintain Base signage IAW AETCI 32-1001

11.1.2.7.8. Acceptable – No

faded/unreadable traffic signs.

98% of Building signage meets standards per quarter.

27. Update Wing Leaders on scheduled work

11.1.2.7.9. Acceptable – 100 Percent per

month.

28. Schedule and management in-service work force on a weekly and daily basis.

11.1.2.7.10 Acceptable – one schedule

deviations for each week

29. Schedule and conduct annual gas line leak test IAW Air Force & DOT guidelines

11.1.2.7.11. Acceptable – none

Annual gas leaks must be accomplished on schedule.

30. Maintain No-Drop Bombing Range 11.1.2.7.12 Acceptable - None

31. Maintain Facility Survey Program. 11.1.2.8. Acceptable - One scheduled facility survey missed on the monthly schedule.

32. Fifty percent of all work requested must be planned with in 30 days of receipt and the remaining fifty percent must be planned with in 60 days.

11.1.2.8. Acceptable – 5 % not planned

in the first 30 days and 1% of work orders remaining not planned.

33. Eighty percent of all work requested must be planned with in 30 days of receipt of request and the remaining 20 per cent must be planned within 60 days..

11.1.2.8. Acceptable none

34. Establish and maintain an Work in Progress Program (IWP)

11.1.2.8.1. Acceptable – service provider

will schedule work orders for current month and for 12 future months cycle.

35. Manage the In-Service Work Plan 11.1.2.8.1. Acceptable – one work order inserts into the IWP program per month

36. All work started must completed with in 60 days from start date.

11.1.2.8.1. Acceptable - none

37. IWP Programmer must plan for a minimum of current month plus12 future months.

11.1.2.8.1. Acceptable - none

11-2-4

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds

38. Plan all Measured Work Orders that have a minimum of 50 man-hours and a maximum of 250 man-hours.

11.1.2.8.2.. Acceptable – one measured work order that required extensive planning not planned per month.

39. Work orders over 250 man hours must be completed by O and M contract.

11.1.2.8.2.. Acceptable – one work order exceeding the 250 man-hours not accomplished by O and M contract per month.

40. Establish and maintain a systematic approach for the inspection, evaluation, maintenance and repair of all airfield lights and associated equipment.

11.1.2.9.1. Acceptable – One airfield light

system not maintained

41. Establish and maintain a Paint Program for all surfaces.

11.1.2.9.3. Acceptable – Two facilities not

listed on the Paint Program

42. Establish and maintain a continual POL upgrade plan for delivery systems including piping, pumps, reservoir, meters, etc.

11.1.2.9.4. Acceptable – Upgrade plan not

reviewed annually

43. Maintain fuel and oil separators 11.1.2.9.5. Acceptable – one separator not maintained.

44. Maintain grease traps 11.1.2.9.6. Acceptable – one grease trap not maintained.

45. Complete a minimum 0f 20 planned work orders each month

11.1.2,10.2. Acceptable – complete a minimum of 20 Measured work orders per month.

46. Work order that have not been completed with in the first six month period and each 6-month period thereafter, will be reviewed and the Requestor will be contacted to ensure the requirement still exist.

11.1.2.10.2 Acceptable – One work order

that has exceeded the time limits.

47. Written work (work order) shall be scheduled on a weekly schedule

11.1.2.10.3. Acceptable – one completed

work not scheduled.

48. Real property items shall be installed or replaced under written work.

11.1.2.10.4. Acceptable – One Real

Property Item not installed under a Work Order.

49. Work that must be capitalized on real property records shall be accomplished by work order

11.1.2.10.5. Acceptable – One Work order

not capitalized/expensed

50. Provide an orderly system for reporting and tracking events that require corrective actions for base facilities, medical facilities AAFES

11.1.2.10.6. Acceptable – One Customer

Satisfaction Surveillance Use AF Form 1255 or Contractor Supplied form with a scale of

11-2-5

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds facilities, DECA Facilities and military family housing.

1-5, with 3 or better acceptable customer Compliant

51. Service provider shall be responsible for the location of all utilities to support construction activities.

11.1.2.10.7. Acceptable – One Customer

Compliant

Customer Satisfaction Surveillance Use AF Form

1255 or Contractor Supplied form with a scale of 1-5, with

3 or better acceptable

52. Completed work orders that have significant variance between actual and estimated hours shall be analyzed IAW AF PAM 32-1125, V1, paragraph 5.11

11.1.2.10.8. Acceptable – One not meeting

the standard listed in AFPAM

32-1125, V1.

53. Completed 700 direct schedule work order (Job Orders) each month.

11.1.2.10.9. Acceptable – 700 Job Orders

minimum

54. An emergency condition affecting a critical system, such as a utility outage, shall be responded to immediately and either remedied or downgraded to a non-emergency status within 24 hours of notification.

11.1.2.10.10. Acceptable - 98 percent

55. Complete Urgent work w/in time specified

11.1.2.10.11. Acceptable - 98 percent

56. Meet Routine work w/in time specified

11.1.2.10.12 Acceptable - 95 percent

57. Ensure all employees requiring licensure/certification meet applicable Federal and State law and licensing requirements listed in Appendix 11I.

11.1.2.11 Acceptable - None

58. Maintain aircraft arresting system at Vance IAW AFI 32-1043 and Technical Order 35 Series

11.1.2.12. Acceptable - None

59. Maintain Airfield Lighting 11.1.2.12. Acceptable – 5% of lights not working

60. Perform maintenance and repair to utility and aircraft arresting system

11.1.2.12. Acceptable – 15 minutes

response time for maintenance during scheduled flying

61. Personnel who perform maintenance of Aircraft Arresting Systems and emergency generators as a minimum must match qualifications listed in AFI 32-1043.

11.1.2.12.2. Acceptable - None

A

11-2-6

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds

62. Establish and maintain an inspection, repair, and maintenance program for emergency generators

11.1.2.12.3. Acceptable – 98 % in

commission Rate

63. Maintain a bench stock to support all direct schedule work (Job Orders)

11.1.3.1. Acceptable – One high use

item not support by the bench stock

64. Ensure bench items consist of high use items (30-90 days turn over) to support the job order program

11.1.3.2 Acceptable - none

65. The Chief of Logistics shall review all bench stock items on a monthly schedule to ensure only high use items are maintained on bench stock.

11.1.3.2 Acceptable – 5 items not

reviewed per month.

66. Planned work shall have all materials on hand a minimum of 45 days prior to scheduling the work.

11.1.3.3. Acceptable – none

Exception: If the Wing does not provide O & M monies on a quarterly schedule.

67. Maintain a Self-Help store for Base personnel

11.1.3.4. Acceptable – one customer

complaint per week. Customer Satisfaction Surveillance Use AF Form 1255 or Contractor Supplied form with a scale of

1-5, with 3 or better acceptable

68. Ensure service provider provides cleaning service after each change-of-occupancy for MFH each quarters prior to the new occupant signing for the quarters

11.1.4.2.6 Acceptable - None

69. Ensure Change of Occupancy maintenance teams meet the established goals. For MFH.

11.1.4.2. Acceptable- 9 work days for, Change of Occupancy Maintenance (COM)

70. Provide cleaning service for duct work in the MFH area.

11.1..4.2.7 Acceptable – None All request must be approved by Medical

Doctor

71. Ensure Dormitory (COM) Maintenance for unaccompanied officer dorms and enlisted dormitories is accomplished.

11.1.5.1 Acceptable – 3 work days for

Dorm Maintenance

72. Initiate, process and monitor contract work orders.

11.1.7. 95% Accuracy of work order data, Timeliness within 3 days of receipt.

73. Provide cost accounting support to all appropriate office activities.

11.1.8.2. 95% Accuracy of Shop Rates, Billings processed within 5

11-2-7

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds workdays following end of month.

74. Real Property Record Update 11.1.8.1. Records updated with ninety days of receipt

75. Closed work order must be capitalized/expensed prior to closeout

11.1.8..2. Acceptable – one work order not capitalized/expensed

76. Inspection of Real Property IAW

AFI 32-9005 & AFI 32-9007

11.1.8.3. Acceptable - 20 percent of

Real Property Inspected

Annually/100% every 5 years for Vance And

Kegelman Boundary inspections for

Vance and Kegelman will be conducted at least once each year.

77. Manage real estate in-grants, out-grants acquisitions, disposals and base relocation and assignments

11.1.8.5. Acceptable – one in-grant of

out-grant not processed IAW

AFI 32-9001;AFI 32-9003 ;

AFI 32-9007

78. Train all primary and alternate facility managers IAW Vance Instruction 32-9001

11.1.9. Acceptable one primary and

alternate facility managers not trained within 30 days of assignment.

79. Initiate and sign as requester AF Forms 9, Request for Purchase, for all projects by contract, non-target travel, or for any other matter requiring that additional funds be added to the contract. Forward to CO or CO’s designated representative for approval.

11.1.10.8.9. Accuracy and Timeliness of

Forms 9, Submitted. Within 5 days of requested funding.

Submit unfunded request 3 duty days prior to the FWG.

80. Performs Budget Formulation Work involving review and preparation of budget estimate and financial plans

11.1.10.2. Acceptable – None. Budget not

reviewed quarterly.

81. Develop, prepare, submit, and maintain the financial plans and budget estimates IAW Air Force directives.

11.1.10.2. 95% Accuracy of estimates

11-2-8

Operations and Maintenance

PERFORMANCE OBJECTIVES PWS Reference Performance Thresholds

82. Maintain separate accounts for O&M Funds and Housing Funds.

11.1.10.8.8. Acceptable - 95% Accuracy of

Records

83. Maintain records to ensure funds are allocated to correct areas and shops.

11.1.10.8.8. Acceptable - 95% accuracy

rate for funding of work/job orders

84. Determines reimbursable customers with assistance from the Comptroller and the inter-service support agreements

11.1.10.8.10 Acceptable - None

85. Gather appropriate monthly data and determine appropriate charges to customers either as refunds or reimbursements. Prepare monthly statements of reimbursements and submit to the Defense Finance and Accounting Service Limestone Operating Location (DFAS— LI/AILAOV) for payment.

11.1.10.8.10. Acceptable - None

86. Shop rates will be reviewed and adjusted as required quarterly.

11.1.10.8.12.. Acceptable – None

87. Provide necessary analysis of both historical and current expenditure patterns and trends to assist in forecasting requirements and in developing program and execution strategy for specific portions of the overall budget.

11.1.10.9.5. Acceptable - None

11-2-9