PWS - FYXX B1 Project Appendix H Service Order Process YYYYMMDD.pdf

DRAFT

PWS Appendix H FYXX B1 <PROJECT> Service Order Process

H. Service Order Process

H.1. Introduction The Service Order system is the process by which the Government initiates, coordinates, and authorizes Corrective Maintenance (CM) work to be accomplished via a Service Order (SO). A SO is a document for the processing of a request by the Government for minor repair work and services that entail additional cost relative to the work authorized within the FFP Contract, subject to provisions described in the PWS. All Service orders shall be considered firm-fixed price (FFP) agreements between the Contractor and the Government. The contractor shall provide all personnel, equipment, tools, materials, supervision, and all other services necessary to perform the corrective maintenance repair. All Service orders shall be documented in accordance with a Government approved Service order form provided as TE-4.

H.2. Service Order Types Service Order types are Routine, Urgent, Not to Exceed (NTE), and Emergency. Service Order priorities assigned by the DGR upon initiation. The Contractor does not determine or assign Service Order priority. The DGR or QAE signs each Service Order Form prior to the Contractor sending the full package to HNC validating the requirement, and also after completion of work prior to invoicing.

H.2.1. Routine Service Orders Routine SOs shall be submitted for non-emergency or urgent corrective maintenance repairs as identified and validated by the DGR. The work request and Scope of Work (SOW) may originate from a variety of sources, including, but not limited to, tenant reports or notification from the Contractor or deficiencies found during PM services. The work request may be verbal, by email, in writing, or by phone. The Contractor proposes ALL costs for a CM action before work is started by submitting a SO package. The SO is given Notice to Proceed (NTP) by the KO, the Contractor completes work, and the Contractor invoices for the amount approved on the NTP. The only allowable deviations from the approved price are for unforeseen site conditions. If unforeseen site conditions are found, the Contractor shall immediately stop work and contact the Service Order KO or HNC COR.

H.2.2. Urgent Service Orders An Urgent SO is any routine service order for work that is not an emergency, but poses an ongoing, high risk for impact to mission readiness, health, safety, or critical property and has to be started sooner. The Contractor shall identify Urgent Service orders with an “U” at the end of the SO number and the email subject line. Urgent Service Orders follow the workflow for Routine Service orders but have shorter package preparation and submittal periods.

H.2.3. Not to Exceed Not to Exceed (NTE) Service Orders are used when the exact cost of the work/repair is unknown.

Examples of NTE Service Orders are:

a) Troubleshooting: Troubleshooting refers to when the scope of the repair is unknown, and costs would be incurred to identify the scope of work. Troubleshooting Service Orders shall be reserved for complex or undefined repair needs.

b) Unknown Quantities: Examples of unknown quantities include refrigerant leak with an unknown quantity of refrigerant remaining in the unit, unknown amount of waste in Oil Water Separator to pump out, or the duration of a need is not known (e.g., rental HVAC unit).

c) Emergency Response Required: See H.2.5 below.

d) Contractor Already Onsite: If a repair is requested by the QAE while the Contractor is on site, the Contractor may submit an NTE for the repair.

The KO will issue a NTE amount with the NTE award. The Contractor shall not exceed this amount without express authorization from the KO. If the repair cannot be performed within the NTE limit, the Contractor shall immediately notify the KO. The KO will determine if a Routine follow on Service Order shall be submitted or if an NTE increase shall be approved. Failing to request an increase to the NTE amount may result in the KO determining the Contractor is due the NTE amount, and the Contractor will not be reimbursed for any amount exceeding the NTE limit.

For a non-emergency request that requires an NTE SO, the Contractor shall complete the above requirements, but IAW the timelines in Table H.3.1 below. The Contractor shall send the non-emergency NTE proposal to the COR.

NTE proposals shall include a description of work to be performed/ emergency to be arrested/ mitigated, a summary of expected costs to be incurred if known (not an exact number), a requested NTE value, an estimated duration of work, and any high or unusual hazards present to safety.

Following the work, the Contractor shall submit a final SO Package with the same service order number as the NTE with actual costs incurred in accordance with the timelines in Table H.3.1 below. For non-emergency NTE Service Orders, the same rules of competition and required breakdowns apply to the final SO package as with Routine SOs.

H.2.4. Emergency Service Orders An emergency SO is a NTE Service Order (see below) with shortened response timelines that includes:

a) Work that is mission critical.

b) Work that is needed to avoid serious impact to life, health, or safety.

c) Work that is required to avoid or mitigate a negative environmental impact.

For an emergency SO, upon receiving an emergency request, the Contractor shall gather as much information as possible regarding the request and the physical conditions and submit a Not to Exceed proposal to perform the emergency repair, including all required safety documentation and other applicable supporting documents. This proposal package shall be sent via email to the KO, HNC COR and Safety Office. For work outside normal duty hours, the Contractor shall contact the KO and obtain a verbal NTE by calling the designated 24/7 phone number. Contractor shall be onsite IAW the timelines in Table H.3.1. For an emergency SO, the Contractor shall work continuously until the emergency is mitigated/arrested. In the event an immediate permanent repair is not feasible, and a temporary fix is in place, the Emergency Service order will be closed, and new follow-on Routine SO will be submitted for the permanent repair. Following completion of the Emergency work, the Contractor shall submit a Final Service Order Package with actual costs to the COR IAW the timelines in Table H.3.1. Completion and invoicing follow the same process as a Routine SO.

H.3. Response and Completion Timelines The Government will issue a SO SOW request to the Contractor. If required, the Contractor and Government will conduct a joint site visit to review the SO SOW and refine the SO SOW for creation of a FINAL SO SOW. If a joint site visit is needed, three (3) business days are added to the “Submit SO Package / NTE Proposal” activity in Table H.3.1 for Routine and Urgent Service Orders. Joint Site visits are not applicable for Emergency and NTE Service Orders.

The Contractor is responsible to monitor continuously and be reachable 24/7/365 to respond to CM requests. Requests may include emergency requests outside normal duty hours, and emergency, urgent, or routine requests during the normal duty hours of the facility. Service Orders follow the processes and guidelines outlined in this Appendix. The Contractor shall complete Service Orders in accordance with (IAW) the timelines in Table H.3.1 below. If the SO SOW request specifies completion timelines that are longer than those in Table H.3.1, the SO SOW will take precedent. If the Contractor cannot meet the timelines in Table H.3.1 or the SO SOW, the Contractor shall immediately notify the HNC COR. Service Order time extensions will be decided on a case-by-case basis. Definitions that apply to the table are located beneath the table.

Table H.3.1. CM Work Request/Service Order Response Time Requirements

Type

Completion Requirement

Respond / Answer

Begin to

Mitigate

Submit SO Package /

NTE

Proposal

Complete After

NTP

Submit Follow-on SO Package

Documentation after Completion

Emergency ≤ 15 minutes;

onsite ≤ 2 hours

4 hours By noon next business day

Work Continuously until emergency is arrested

By noon next business day

NTE

≤ 1 business hour

N/A

≤ 8 business hours

≤ 5 business days

≤ 2 business days

Urgent ≤ 1 business hour ≤ 4 business days ≤ 4 business days ≤ 14 calendar days

Routine By noon next business day

≤ 10 business days

≤ 10 business days

≤ 10 calendar days

Definitions:

a) Respond/Answer: Pick up phone/answer email/verbally respond to acknowledge repair.

At this point, the Contractor initiates or starts action to prepare SO Package/NTE Proposal.

b) Begin to Mitigate: Only applicable for Emergency Service Orders. Begin to Mitigate means workers are onsite and have begun work and will work continuously until emergency is arrested/mitigated and any critical repairs are met. The KO will determine if all repairs can be made as part of the emergency, or if a separate Routine/Urgent SO will be submitted.

c) Complete after NTP: Barring unforeseen site conditions or an NTE extension needed (if applicable for NTE SOs only), the Contractor must fully complete the repair by the deadline.

d) Submit Follow-on SO Package/ Documentation: For NTE SOs, submit full final SO package. For Routine and Urgent SOs, receive QAE signature, complete QC documentation, submit any required documentation to the tenant or municipality (Fire reports, backflow reports).

H.4. Service Order Process Requirements

H.4.1. Service Order Package

Commented [HCACUC(1]: Dependent on contract. For wide area of travel contracts, 30 days may be the time frame to save travel (30 days is usually next PM trip)

The Contractor must convert all SO package documents to pdf files, obtain all required signatures on the SO form (and other forms) and submit the package to the Government. Service Order Package consists of the following documents: (Instructions for each form can be found in TE-4.)

H.4.1.1. Service Order Form All Service Orders shall utilize the format in the Service Order Form. A blank Service Order Form (SOF) is provided in TE-4. The excel version of the SO Form will be provided after contract award.

The Contractor shall complete all applicable parts of the Service Order Form. Failure to complete all applicable parts of the form may result in rejection of the Service Order package for resubmission.

The government reserves the right to revise the service order form anytime during the execution of this contract without a modification.

H.4.1.2. Activity Hazard Analysis (AHA) The Contractor shall submit a completed AHA for approval with each Service Order package and NTE proposal. For emergency NTE work, if the AHA was not approved prior the work, the Contractor shall submit a completed AHA no later than 24-hours following completion of repair to the COR. See Section 5 of the PWS for safety requirements.

H.4.1.3. Sole Source Justification The Sole Source Justification (SSJ) form (included in TE-4) is required only for Service Orders where one vendor was solicited (if work was subcontracted or materials were purchased from one vendor over $2,500.00). For non-emergency work, the Contractor shall submit a detailed further justification on the form. For emergency work, the Contractor shall submit the SSJ form and also attach the NTE from the KO to the SO package. The Contractor’s Project Manager or Contract Maintenance Manager shall sign the SSJ form prior to submission.

H.4.1.4. Price Reasonableness Determination The Statement of Competition and Price Reasonableness Determination (PRD) form (included in TE-4) is required for all Service Orders where subcontractor(s) or vendor(s) were solicited for work or materials. The following rules apply for the PRD form:

a) If multiple bids are solicited and received, the Contractor shall use the PRD form to document the bids received. If a “best value” bid is requested (Section 1 of PRD form), the Contractor shall provide a written justification explaining why the low bid is not recommended and how the requested bid offers the best value to the Government.

b) If multiple bids are solicited but only one bid is received (either due to no response within contractual period to submit a SO package, declining to bid), the Contractor shall use the PRD form to document the one bid received and the subcontractor(s) who did not bid. The Contractor shall provide a written justification explaining what measures were taken to obtain competition and why competition was not available. The SSJ form is not required for this scenario. The Contractor shall provide an email from the subcontractor stating the declination to bid if available. If the subcontractor or vendor did not respond to a request to bid, the Contractor shall provide a copy of the original email (or other documentation) to that vendor requesting a bid.

c) In the event only a single vendor/source can perform the subcontractor or material work (above the micro-purchase limit), the Contractor shall complete a SSJ form and the PRD form, checking the “Sole Source” category.

If a single vendor/source is used, the Contractor shall demonstrate to the KO that the pricing of all cost aspects of the Service Order (labor, material, equipment, etc.) is considered fair and reasonable (F&R). The KO verifies the Contractor has used means to determine price reasonableness, such as those shown in FAR 13.106-3. The Contractor shall summarize this in Section 2 of the PRD form and provide backup data as required. Examples of methods of determining a F&R price include:

a) Market research (The Contractor must provide documentation to the Government).

b) Current price lists, catalogs, or advertisements.

c) Any comparison with similar items in industry.

d) Any other reasonable basis in accordance with FAR 13.106-3.

Failure of the contractor to demonstrate a fair and reasonable cost IAW the above requirements may result in the rejection of the SO package for resubmission (See paragraph H.4.3.).

H.4.1.5. Subcontractor Quotes For all subcontracted work the Contractor shall provide all subcontractor quote(s) with adequate detail to determine the cost of labor (broken out into classification/trade, labor rates, and labor hours), materials included (broken out into item name, description, part number, quantity, unit price, and total price) (This includes all consumables such as refrigerant, oil, paint, etc.), equipment costs (broken out into equipment rented, time for rent, cost for rent, quote (if applicable)), travel costs, and any other cost items included in the quote.

The following rules apply for subcontracted work:

a) Only one bid is required for work under the micro-purchase limit ($2,500.00 excluding Prime Contractor markups). A minimum of two bids is required if the cost is above the micro-purchase limit. Subcontractor quotes shall be address to the Prime Contractor and shall be valid for a minimum of 45 calendar days.

b) The Contractor shall not split up CM work into multiple Service Orders to keep Service Orders under the micro-purchase threshold.

H.4.2. Service Order Process

H.4.2.1. Routine, Urgent, and Long Lead Service Orders The DGR will initiate a work request directed to the Contractor. The Contractor shall perform an initial evaluation (joint with the DGR if required) and create a Service Order package. The Contractor shall forward the Service Order package to the DGR. After the DGR signs the Service Order Form, the Contractor shall email the complete SO package to the COR and cc the USACE Safety Office (baseops-safety@usace.army.mil) if there is not a preapproved AHA for that work.

H.4.2.2. Emergency Service Orders Emergency priority Service Orders may typically entail an expedited process in comparison to Routine or Urgent priority CM requests. A statement should be annotated on the Emergency Service order indicating the nature of the emergency as indicated by the Government.

Upon receiving an emergency request, the Contractor shall gather as much information as possible regarding the request and the physical conditions and submit a Not-To-Exceed proposal to perform the emergency repair -- including all required safety documentation. This proposal package shall be sent to the KO and Government Safety Officer at the designated 24-hour emergency mobile number/email contacts. The Contractor SHALL NOT perform work until given mailto:baseops-safety@usace.army.mil approval to commence, either verbal or written, by the KO and USACE Safety Officer. Upon receiving an approval by the KO, the Contractor shall respond on site within the time specified in this Appendix. Only the KO can issue an NTE.

H.4.3. Service Order Numbering The Contractor shall number service orders using the following nomenclature: three letter designation for the region (XXX)-CLIN-sequence number. For example, for the first service order in the base year with CLIN X003 for CM work the service order number would be XXX-0003-001.

The fifteenth service order of the first option year would be XXX-1003-015. The Contractor shall include an “E” after the sequence number for emergency SO, e.g., XXX-0003-001E. The Contractor shall use this nomenclature on the SOF on the left side of Part I in the block titled “Service Order NO:”. The Contractor shall also enter the CMMS service order number (if applicable) on the SOF on the right side of Part I in the block titled “CMMS SO REQUEST NO:”.

Any revisions shall be tracked in the Service Order Number (e.g., XXX-0003-001 Rev1)

The government reserves the right to adjust the service order numbering format at any time during the execution of this contract without a modification.

H.4.4. Rejection of Service Order Package If a Service Order Package is rejected by the Government due to failure of the Contractor to submit IAW this appendix and the PWS (to include TE-4), the Contractor shall resubmit a corrected SO package to the COR within 2 business days and corrective action may be taken by the Government as outlined in Appendix C. Time to resubmit a Service Order Package due to failure of the Contractor to submit IAW this appendix and the PWS (to include TE-4) shall not be exempted from the timelines in Table H.3.1.

H.5. Allowable Costs The Contractor will be reimbursed for costs of allowable labor, parts, materials, supplies, and subcontracts, as well as mark-up fees approved at contract award under the CM CLIN (Contract Line-Item Number). The cost of preparing Service Order packages, as defined above in Paragraph H.4.1 and all subparagraphs, shall not be included as part of the service order costs, but shall be included in the FFP portion of this contract.

H.5.1. Assessment and Cost Estimation An element of the Contractor's FFP services is to complete an initial assessment of all work requests including cost estimation. For any requested Corrective Maintenance work, the Contractor shall prepare a corresponding Service Order when requested by the Government.

Various optional Service Order activities, such as Government-directed procurement of spare maintenance products deliverable to the Government (e.g., light bulbs), shall include all allowable labor (excluding Contractor’s direct labor during normal duty hours covered by the FFP), materials, subcontract costs, and related fees, but not package preparation costs which are included in the FFP. Labor hours expended on Service Order work are applicable to the overall contract labor-hour type totals determination, in achievement of direct labor utilization requirements.

H.5.2. Material Allowable material costs include materials directly attributable to the respective Service Order.

The Contractor shall obtain a minimum of two vendor quotes for materials purchased over the micro-purchase threshold that are included in a Contractor self-performed package or provided by a subcontractor, with exceptions made for sole source justifications.

H.5.3. Labor For work that is self-performed by the Contractor, the Contractor shall show all labor categories being used, the number of man-hours associated with each labor category and what labor rate is being used. Note that the labor rate shall match the labor rate approved for that performance period. The Contractor shall not charge the Government for any labor for unscheduled maintenance tasks where the proposed personnel are included in the FFP portion of the contract and if the work is accomplished by those personnel during their normally scheduled 40-hour work week. The KO must approve overtime prior to the Contractor’s personnel working overtime. The contractor shall refer to paragraph H.4.1.5 for subcontracted labor.

H.5.4. Equipment Allowable equipment costs include equipment directly attributable to each individual Service Order. Durable tools and equipment (PPE, hammers, drills, air compressors, crimping tools, PPE, gloves, etc.) are not allowable costs on Service Orders.

H.5.5. Markups The Prime Contractor is only allowed markups on the final Service Order value. Prime Contractor markups on material, labor (excluding markups to reach the fully loaded rate), equipment, and all other costs are not allowed. Allowable markup percentages are approved at contract award.

Allowable markups are the Prime Contractor SO Fee, Prime Contractor Emergency Fee, and Subcontractor Fee/Markup. Below is an explanation of how these markups are applied. Only one markup will be applied for each Service Order. If multiple markups apply (e.g., Prime Contractor self performs work but obtains a subcontractor quote for materials), the higher of the two applicable markups shall be applied.

a) Prime Contractor SO Fee: This markup is applicable for Routine and Urgent Service Orders where the Prime Contractor self performs work.

b) Prime Contractor Emergency Fee: This markup is applicable for Emergency work that the Prime Contractor self performs.

c) Subcontractor Fee/Markup: This markup is applicable for any Service Order work that is subcontracted.

H.6. Cancellation of Work Requests Only the KO may cancel requests already approved (NTP or NTE issued) after confirmation from the DGR that the repair is no longer needed. For CM requests not yet approved by the KO, only the original requester or the requestor’s higher chain of command may cancel work requests.

H.7. Invoicing The Contractor must include in their invoices all completed service order packages. These packages should include the SO form signed by the QAE to confirm the completed work.

Additionally, they should include the signed AHA, as detailed in the PWS paragraph 5.4.2, as well as the invoices for materials, invoices from subcontractors and any necessary documents or deliverables related to the scope of each service order. Examples include (but are not limited to) warranty documents, revised drawings, and operation and maintenance manuals, etc.

H.8. Approval Authorities The Contractor will be given Service Order approval by the HNC Service Order KO. The Contractor does not have authority to act upon direction by anyone other than the KO acting within their limits. A signed Service Order Form by the KO is the Contractor’s authority to proceed.

NOTE: Only the HNC KO has authority to direct the Contractor. If other government officials attempt to direct the Contractor, the Contractor shall not proceed and immediately notify the KO AND COR.