Appendix J-19 - First Responder Historical Work Order Data.docx

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Domestic Security Installation Services - 100% Small Business Set-Aside
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SAQMMA11R0187
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U.S Department of StateDomestic Security Installation Services
Solicitation No. SAQMMA11R0187Section J: Appendices

APPENDIX J-19: FIRST RESPONDER HISTORICAL WORK ORDER DATA

Table 19-1: First Responder Work Order Priority System

LEVEL NAME
CODE
DESCRIPTION
Low
1
General information and non-repair technical support have no required response time. Response is determined by the type of technical support requested.
Routine
2
NCR: on-site diagnostic services within 24 hours of initial contact with all necessary repairs completed within 48 hours.

NON-NCR: on-site diagnostic services within 72 hours of initial contact with all necessary repairs completed within 96 hours.

Maintenance
3
Scheduled maintenance has no required response time, but work must be completed no later than the end of the month.
Urgent
4
NCR: on-site diagnostic services within 4 hours of initial contact with all necessary repairs completed within 24 hours.

NON-NCR: on-site diagnostic services within 24 hours of initial contact with all necessary repairs completed within 48 hours.

Table 19-2: Historical Summary of Work Orders by Year by Location

FY 2007
FY 2008
FY 2009
FY 2010
SUMMARY
Location
Total
% of Total
Total
% of Total
Total
% of Total
Total
% of Total
Total
% of Total
NCR
3,257
93%
2,688
93%
2,467
86%
3,377
87%
11,789
89%
NON-NCR
234
7%
234
7%
400
14%
494
13%
1,404
11%
TOTAL:
3,491

2,964

2,867

3,871

13,193

FY2007 WORK ORDERS BY MONTH BY PRIORITY

NCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
0
0
0
0
0
0
0
0
0
0
0
0
0%
2: Routine
168
173
172
188
189
228
241
168
150
163
211
114
2165
66%
3: Maintenance
0
0
0
0
0
0
0
0
0
0
0
0
0
0%
4: Urgent
85
89
74
99
106
88
74
105
99
98
100
75
1092
34%
TOTAL:
253
262
246
287
295
316
315
273
249
261
311
189
3257
NONNCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
0
0
0
0
0
0
0
0
0
0
0
0
0%
2: Routine
16
18
10
15
22
19
12
16
18
22
11
11
190
81%
3: Maintenance
0
0
0
0
0
0
0
0
0
0
0
0
0
0%
4: Urgent
3
2
3
3
1
2
2
9
4
7
6
2
44
19%
TOTAL:
19
20
13
592
613
653
644
571
520
551
639
391
234

FY2008 WORK ORDERS BY MONTH BY PRIORITY

NCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
0
0
19
0
2
0
0
0
20
20
111
172
6%
2: Routine
122
116
103
115
107
157
149
83
142
136
81
88
1399
52%
3: Maintenance
0
0
0
29
13
11
11
11
11
22
41
41
190
7%
4: Urgent
76
94
83
81
73
75
79
89
82
85
41
69
927
34%
TOTAL:
198
210
186
244
193
245
239
183
235
263
183
309
2688
NONNCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
0
0
2
1
0
0
0
0
0
1
11
15
5%
2: Routine
18
19
11
10
17
7
15
8
16
17
11
20
169
61%
3: Maintenance
0
0
0
4
2
2
2
2
2
2
2
2
20
7%
4: Urgent
8
1
8
0
4
4
4
4
9
15
9
6
72
26%
TOTAL:
26
20
19
16
24
13
21
14
27
34
23
39
276

FY2009 WORK ORDERS BY MONTH BY PRIORITY

NCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
30
10
7
0
0
0
21
0
1
1
4
2
76
3%
2: Routine
128
108
105
75
94
121
110
123
143
104
102
77
1290
52%
3: Maintenance
38
44
58
38
42
48
51
42
47
37
47
42
534
22%
4: Urgent
54
47
52
48
45
52
58
36
41
39
52
43
567
23%
TOTAL:
250
209
222
161
181
221
240
201
232
181
205
164
2467
NONNCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
0
0
2
1
0
0
0
0
0
1
11
18
5%
2: Routine
18
19
11
10
17
7
15
8
16
17
11
20
224
56%
3: Maintenance
0
0
0
4
2
2
2
2
2
2
2
2
78
20%
4: Urgent
8
1
8
0
4
4
4
4
9
15
9
6
80
20%
TOTAL:
26
20
19
16
24
13
21
14
27
34
23
39
400

FY2010 WORK ORDERS BY MONTH BY PRIORITY

NCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
3
1
1
6
2
10
11
10
1
0
4
0
49
1%
2: Routine
98
104
98
118
84
120
110
84
95
136
177
0
1224
36%
3: Maintenance
63
62
36
64
66
79
84
229
294
319
299
0
1595
47%
4: Urgent
31
40
43
34
40
75
64
37
40
46
59
0
509
15%
TOTAL:
195
207
178
222
192
284
269
360
430
501
539
0
3377
NONNCR
Priority Level
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Total
% of Total
1: Low
0
2
0
0
0
7
1
0
1
0
0
0
11
2%
2: Routine
15
9
20
21
16
25
14
14
18
19
14
0
185
37%
3: Maintenance
18
11
16
12
18
19
23
30
24
18
15
0
204
41%
4: Urgent
5
5
6
6
3
14
30
9
2
5
9
0
94
19%
TOTAL:
38
27
42
39
37
65
68
53
45
42
38
0
494

Appendix J-19: First Responder Historical Work Order Data J-19-1

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