J-13 B-15.27 Amendment 0006.pdf

Last Updated: 14-MAY-19

B-15.27 Facility Emergency, Urgent, & Routine Service Request (SR) and Work Order (WO) Process Page 1 of 7

B-15.27 Facility Emergency, Urgent, and Routine (E/U/R) Service Request (SR) and Work Order (WO) Management

Process Owner Team, Lead: Terry Hinton (NAVFAC Atlantic)

Summary of Significant Changes:

Revised almost every portion of this BMS - nearly a complete rewrite Changed to clarify that E/U/R service call work orders are defined and classified to exclusively involve any work that is “unplanned breakdown maintenance”. Any new installation or restorative work that can be planned and does not involve returning equipment or a facility component to its operable function is to be now classified as “Project” work type, regardless of size and effort involved.

Changed to clarify that all valid and funded SRs are to be submitted as an approved (“APPR”) WO. Service provider capacity is not a valid strategy for holding work as a SR without submitting as an approved WO.

Mandated customer coordination for E/U/R SR execution strategy.

Included Urgent and Routine SRs in the B-15.27 Process Flowchart.

Note: BOSC and other Contracts which execute E/U/R tasks are not typically structured to delineate between “unplanned breakdown maintenance” and “other” work such as new installation or construction. The Fixed Price portion of the contract provides responsive E/U/R service which may include unplanned breakdown maintenance as well as other types of work within the service order threshold. Further coordination with FSC is required to arrange for separation of work execution records for E/U/R work in Maximo to comply with the requirements of this BMS such that “unplanned breakdown maintenance” is separated from other E/U/R work.

Introduction:

Emergency, urgent, and routine service requests are the un-planned repair work that a Public Works Department (PWD) performs to return components and equipment to operating status.

Management of these services is highly visible to facility tenants, the facility Maintenance Unit Identification Code (MUIC) holder, and NAVFAC command structure through metrics and data analysis. Proper service request and work order management, from reception to work completion, is critical to the success of the PWD.

Work communicated to the PWD Service Desk or Regional Call Center has traditionally been classified as E/U/R work regardless of whether the scope was breakdown maintenance or a small request which includes scope that is more of construction or improvement in nature. This BMS mandates that E/U/R work that is NOT breakdown maintenance be classified using the Project Worktype.

Acronyms Definitions

APPR Approved

APWO Assistant Public Works Officer

BOSC Base Operating Support Services Contract

DOD Department of Defense

B-15.27 Facility Emergency, Urgent, & Routine Service Request (SR) and Work Order (WO) Process Page 2 of 7

Acronyms Definitions

DPWO Deputy Public Works Officer

EEA Environmental Executive Agent

E/U/R Emergency, Urgent, and Routine Service Requests and Work Orders

FEC Facility Engineering Command

FMD Facilities Management Division

ICDO Installation Command Duty Officer

IEPD Installation Environmental Program Director

LEC Lead Environmental Component

MUIC Maintenance Unit Identification Code

POC Point of Contact

PWD Public Works Department

PWO Public Works Officer

SOP Standard Operating Procedure

SR Service Request

ST Status

WO Work Order

WOSTATUS Work Order Status

Process Step Associated Procedure Resources

15.27.0 Develop Facility SR Execution Strategy

Facility Engineering Commands and Public Works Departments (PWD):

Meet at least annually with Assistant Regional Engineer, Maintenance UIC (MUIC) holder(s), and supported commands/tenants to develop SR execution strategy, funding levels, and expectations based on CNIC OPS Plan and

BMS B-15.6 Proper Work Classification

FEC OPSNOTE

Example

B-15.3 Maintenance Service Agreements

B-15.27 Facility Emergency, Urgent, & Routine Service Request (SR) and Work Order (WO) Process Page 3 of 7

Process Step Associated Procedure Resources other governing direction.

Update FEC OPSNOTE, SOP, Proper Work Classification Playbook, Maintenance Service Agreement, etc. annually.

15.27.1 Receive and Classify Facility Emergency/ Urgent/Routine

(E/U/R) SR

PWD Service Desk or Regional Call Center personnel:

Receive Facility E/U/R SR at Work Reception by phone, electronically, through MAXIMO submission, or handwritten on approved form.

Evaluate SRs for scope, work type, and content.

Environmental Emergency SRs will be coordinated by the Installation Command Duty Officer (ICDO) with the Installation Environmental Program Director (IEPD). If it is NOT an emergency, reclassify the request as an Urgent or Routine SR.

Utilize the “Proper Work Classification Playbook” and, if necessary, the PWD chain of command to make this determination.

Facility Urgent/Routine SRs related to the environmental program shall be coordinated with the Installation Environmental Program Director (IEPD), who will coordinate with the DOD Lead Environmental Component (LEC)/ Environmental Executive Agent (EEA) as appropriate.

Begin induction of Facility SR into

MAXIMO.

MAXIMO Users Guide

NAVFAC Work Type Definitions (PW)

B-15.6 Proper Work Classification

15.27.2 Process Facility Emergency SR

PWD Service Desk or Regional Call Center personnel:

A Facility Emergency SR shall be immediately inducted as an Approved Emergency WO.

After working hours, notify the ICDO of Facility Emergency SRs.

Dispatch tradesman to arrest the emergency situation.

Ensure all fields are properly completed.

Notify customer of status through MAXIMO automated notifications or other

B-15.17 Work Tracking

NAVFAC Work Type Definitions (PW)

B-15.27 Facility Emergency, Urgent, & Routine Service Request (SR) and Work Order (WO) Process Page 4 of 7

Process Step Associated Procedure Resources means.

Note: Facility Emergency WO Response Time clock begins when the WO status is changed to ”APPR” (Approved).

15.27.3 Process Facility Urgent/Routine

SR

PWD Service Desk or Regional Call Center personnel:

Urgent and Routine SRs that are directed for immediate execution via a pre-negotiated agreement with the supported command as documented in the playbook may be submitted as a WO and approved for immediate execution.

Urgent and Routine SRs not subject to immediate execution or not covered under a pre-negotiated agreement with the supported command will be saved as a SR with a ”NEW” status.

SR’s shall not be held or delayed approval due to lack of workforce or manpower of the Production Shops or Service Provider.

All valid and funded SR’s shall be approved and a WO generated.

PWD Facilities Management Division (FMD) Requirements Branch personnel:

FMD Requirements Branch will conduct regular reviews for “NEW” SRs to ensure they are properly prioritized, funded, and inducted into the work management system.

Disposition of U/R SRs will be determined in accordance with the E/U/R execution strategy outlined and guidance documented in step 15.27.0, or in coordination with Supported Commands, MUIC holders, and others as required.

Coordinate with Production Division (or Service Provider) for material and manpower resources.

FMD Requirements Branch Head shall maintain a list of Points of Contact (POC) for each MUIC/Supported Command.

Once a “NEW” SR has been accepted for execution by the Requirements Branch, submit the SR as a WO with status of “APPR”. SR status will automatically

B-15.3 Maintenance Service Agreements

B-15.17 Work Tracking

B-15.27 Facility Emergency, Urgent, & Routine Service Request (SR) and Work Order (WO) Process Page 5 of 7

Process Step Associated Procedure Resources change to “INPROG”.

If the SR cannot be executed presently due to available funding, and is a valid request, change the SR status to “PENDING”. Once funding has been verified, submit the SR as a WO with status of “APPR”.

Ensure all fields are properly completed in MAXIMO. Notify customer of status through MAXIMO automated notifications or other means.

Order specialized equipment, long-lead items or permits if necessary.

Note: Facility Urgent and Routine WO Completion clock starts when the WO status is changed to “APPR”.

15.27.4 Evaluate WO on Site

Production Division (or Service Provider):

Supervisor/Dispatcher assigns WO to Tradesman and dispatches them to job site.

Tradesman arrives on-site.

Tradesman evaluates work for required materials, work scope, permits, specialized equipment, staff capability or other support.

If any of the above conditions exist that would prevent a Facility E/U/R WO from being performed, notify the supervisor or work leader.

If Material is required, follow the local supply process to obtain required materials. (This may be done by other designated personnel.)

Update WO to accurate status within MAXIMO as execution progresses.

Notes:

Facility Engineering Commands (FECs) shall establish and document message escalations in MAXIMO to automatically notify the Customer each time the Work order status (WOSTATUS) changes, or as documented in their customer notification policy (if applicable).

Based on the rules established by the FEC, B-15.38 Truck Stocking

B-24.9 Supply Chain Management

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Process Step Associated Procedure Resources

MAXIMO automatically notifies the customer by e-mail if an e-mail address is provided on the original WO. Notifications may include any status change (i.e. “assigned”, “awaiting material”, etc.).

15.27.5 Execute Work

Tradesman (using safety procedures):

(For Emergency SRs) Arrests emergency.

(For Urgent and Routine SRs) Completes Facility Urgent/Routine WO.

Record actual completion date and time.

Record response time (for Emergency WOs).

Report “completed” status to the PW representative, other designated personnel at the PWD, or through handheld device.

B-15.17 Work Tracking

B-15.38 Truck Stocking

15.27.6 Close-out Completed WO

Designated PW representative:

Enter Master System, actual completion date, time and labor hours through data entry or handheld device and change WO status to “Completed.”

Verify SR status automatically changes to

“RESOLVED”.

o MAXIMO automatically notifies client by e-mail when the WO is completed (provided that an e-mail address is put in the original Facility Emergency/Urgent/Routine SR) in

MAXIMO.

o If follow-on work is necessary for a Facility Emergency/Urgent/Routine WO, an appropriate SR is created and approved by the Requirements Branch and placed into appropriate WO queue.

15.27.7 SR Review and Backlog Management

PWD FMD:

Requirements Branch perform regular queries for “NEW”, “REQUESTED”, and “PENDING” SRs.

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Process Step Associated Procedure Resources

Host recurring (quarterly at a minimum) SR execution coordination meetings with Production Division Director (or other service provider) to discuss SR backlog, shops capacity, WO backlog (if any), and alternate execution tactics (if needed).

Update PWO, DPWO, APWO, etc. regularly on SR status, backlog, and execution strategy.

Brief MUIC holder, Supported Commands, Tenants (Building Managers), etc. at least annually on SR status, backlog, and execution strategy.