TE_52_DPWSORWKSOP(27APR2023).pdf
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- Attached to
- DRAFT Solicitation for Base Operations and Maintenance Services, Fort Huachuca, Arizona 20231115
- Solicitation number
- W9124A23R0005
About this file
This document outlines a standard operating procedure for service order rework requests at Fort Huachuca Directorate of Public Works. The procedure details how rework requests will be handled based on priority level, with Priority 1 and Same Day requests addressed within standard time requirements and Priority 2 and 3 requests addressed within five business days of notification. When a rework request is received, the service order status will be updated to indicate a rework is needed and additional log entries will provide request details. For Priority 1 reworks, the Work Control Center will be immediately notified by phone. Once assigned to a shop, labor and materials will be tracked separately on the service order with special status designations. Upon completion, the final status update will allow for technical closeout of the rework service order. Notes provide additional guidance around user status tracking and comment log formatting to facilitate rework request management and data analysis.
The related federal contract opportunity is a draft solicitation for base operations and maintenance services at Fort Huachuca, Arizona, scheduled for release on November 15, 2023. The solicitation will be issued by the Department of the Army Materiel Command Army Contracting Command at Aberdeen Proving Ground.
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Text version
FORT HUACHUCA DIRECTORATE OF PUBLIC WORKS
SERVICE ORDER (SO) REWORK
STANDARD OPERATING PROCEDURE (SOP)
Page 1-2
Updated: 27APR2023
A service order (SO) “rework” request (previously identified as a callback request) is when a customer contacts DPW requesting services related to work marked complete on a previous SO within the last (30) thirty calendar days, or as directed by the contract officer’s representative
(COR).
Rework requests determined to be Priority 1 or Same Day shall be addressed within the same time requirements identified in the performance work statement (PWS) for standard Priority 1 or Same Day SOs. Rework requests determined to be Priority 2 or 3 shall be addressed within five (5) business days of notification.
If a new SO is generated for work that should have been rework, the CTR will notify DPW and DPW will cancel the new SO, referencing the initial SO in the SO log.
DPW and WCC shall process SO rework requests as described below.
1. When a rework request is received, DPW will reopen the closed SO (if necessary) and update the user status from QAC to NRW. The NRW user status will ensure rework requests appear on the next WCC report.
2. For Priority 1 and Same Day rework requests:
a. DPW will immediately call WCC to notify them of the rework request.
b. DPW will add an entry to the SO log noting pertinent details such as identified issue, who submitted the request, how the request was received, and that WCC was notified via phone about the Priority 1 rework request.
• GFEBS Log Entry Example: “(28MAR23 MDB) Per Mr. Joe Smith, male latrine toilet on first floor is leaking again. Reference ArMA survey (SURXXXXXX).
Notified WCC of Priority 1 rework request via phone.”
3. For Priority 2 and 3 rework requests:
a. DPW will add an entry to the SO log noting pertinent details such as identified issue, who submitted the request, how the request was received, etc.
• GFEBS Log Entry Example: “(28MAR23 MDB) Per Mr. Joe Smith, male latrine toilet on first floor is leaking again. Reference ArMA survey (SURXXXXXX).”
4. When the rework request is assigned to a shop, WCC will update the SO user status from NRW to NRW SHP.
5. As rework labor is performed, WCC will input labor on the operation lines, identifying each line as RWK labor.
a. RWK Operation Line Example: RWK RT/A7198/RI/04-24-2023
6. If materials are needed, CTR/WCC will implement the supply process.
7. When the rework is completed, WCC will input the date completed on the next operation line, identifying it as RWK CMP.
a. RWK CMP Operation Line Example: RWK CMP/RI/04-24-2023
FORT HUACHUCA DIRECTORATE OF PUBLIC WORKS
SERVICE ORDER (SO) REWORK
STANDARD OPERATING PROCEDURE (SOP)
Page 2-2
Updated: 27APR2023
8. WCC will update the user status from NRW SHP to NRW QAC to notify DPW the rework is finished and ready to be closed.
9. DPW will then Technically Complete (TECO) the SO.
Notes:
- Once applied, the NRW user status will never be removed. DPW will use this status to pull reports for data analysis.
- WCC will need to update their IW38 WCC variant to include SOs with the NRW user status to ensure new rework requests are listed on subsequent WCC reports.
- DPW and WCC will use the SO log (long text box) for any supporting details, comments, or notes using the format below.
o SO Log Format (new line): (DDMMMYYYY FML) Details, comments, or notes.
- Contact DPW if prior information contained the SO log needs to be modified or deleted.
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