Maintenance Call Center RFI
Closed Pre-Solicitation Posted
- Solicitation number
- RFI8132025
- Agency
-
Defense Commissary Agency
Department of Defense
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 56142 Telephone Call Centers
- Place of performance
- Fort Lee, Virginia 23801, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Defense Commissary Agency (DeCA) is conducting market research through this Sources Sought Notice for centralized Maintenance Call Center services to support commissary facilities across the United States and territories. The agency seeks a contractor capable of operating a 24/7 call center that will handle maintenance service orders and Remote Monitoring Control System alarm monitoring for DeCA facilities globally. Key performance requirements include maintaining an 80% Average Speed to Answer within 30 seconds, achieving 90% First Call Resolution, maintaining 95% customer satisfaction ratings, and keeping abandoned call rates under 5%. The contractor must provide immediate notification of critical equipment alarms within 10 minutes and maintain 99% system uptime. Responses to this market research notice are due by August 27, 2025, and the government emphasizes this is for information gathering purposes only with no commitment to pursue any specific procurement approach.
This opportunity carries no set-aside designation and represents a consolidation from DeCA's current approach of using three separate GSA Schedule contracts with large businesses for general maintenance, HVAC/refrigeration, and call center support across different geographic regions. The centralized call center would serve all commissaries and interface with four separate regional Maintenance & Repair/HVAC contracts covering East (including Puerto Rico), Central, West, and Pacific regions (including Hawaii, Alaska, and Guam). The scope encompasses 182 commissary facilities totaling 13,208,455 square feet across various military installations, ranging from smaller locations of approximately 2,896 square feet to larger facilities exceeding 202,000 square feet. Services would be performed at Fort Lee, Virginia, with support extending to all DeCA facilities in CONUS, Alaska, Hawaii, Puerto Rico, and Guam. The contractor must be capable of processing service orders through the Enterprise Management Information System and providing comprehensive monthly and quarterly performance reporting with potential invoice deductions for failing to meet established performance standards.
Notice text
Request for Information
Maintenance Call Center Contract Services
For the Defense Commissary Agency
Classification:
- NAICS Code: 56142 – Telephone Call Centers
- Place of Performance: Fort Lee, Virginia, USA
Description:
- Notice: This is a Sources Sought (SS) Notice for market research purposes only. This notice does not constitute a request for proposals, offers, or quotes. Responses will not be binding on the Government or respondents. The Government does not commit to pursuing any specific requirement or methodology described herein and will not reimburse any costs incurred in preparing responses. Respondents should clearly mark any proprietary information.
Summary:
The Defense Commissary Agency (DeCA) is seeking information from potential sources capable of providing centralized Maintenance Call Center services to support commissary facilities as listed in the attached "Commissary Locations." This effort aims to use the attached Performance Work Statement (PWS) and the associated appendices to:
- Minimize disruptions to sales operations
- Reduce emergency maintenance incidents
- Improve energy efficiency and cost-effectiveness across DeCA facilities
DeCA currently uses three separate GSA Schedule contracts with large businesses for general maintenance, HVAC/refrigeration, and call center support across different geographic regions. Each region currently operates its own unique call center with separate processes and contact information.
For the upcoming recompete, the Government is considering a single, centralized Call Center contract that would serve all commissaries and interface with four separate Maintenance & Repair/HVAC contracts—one for each of the following regions: East to include Puerto Rico, Central, West, and Pacific to include Hawaii, Alaska and Guam only.
See attached Commissary Locations for more information
Location of Services:
DeCA Facilities in CONUS, Alaska, Hawaii, Puerto Rico, and Guam
Anticipated Scope of Work:
The objective of this effort is to award a firm-fixed-price contract to operate a centralized Maintenance Call Center supporting all DeCA commissaries as listed in the attached locations.
The contractor shall provide all personnel, tools, equipment, materials, supervision, and other necessary resources to:
- Receive and process work orders from store management
- Respond to emergency maintenance calls
- Monitor and act upon alarms received via the Government-provided Remote Monitoring and Control System (RMCS)
- Alert both store personnel and the appropriate maintenance contractor
The contractor shall support DeCA’s operational readiness rate of 98% or higher for facility systems and components.
Work Classifications:
Emergency Service Order (ESO): ESOs are issued when immediate repair actions are required to eliminate threats to life, health, safety, or prevent product loss and mission disruption. These events may also involve potential damage to equipment.
- During normal duty hours, ESOs must be mitigated within 3 hours of notification.
- Outside normal duty hours, ESOs must be mitigated within 4 hours of notification.
Information Requested:
The Government is specifically requesting a review of the PWS and the associated appendices, and provide feedback on the following:
Work Order Processing & Emergency Call Support:
- Describe how your firm would receive and process work orders, including RMCS-generated alarms.
- Detail how after-hours emergency calls would be handled.
- Prioritization & Remote Support Capability:
- Explain your company’s ability to prioritize calls and alarms from stores.
- Discuss how your call center would effectively support remote locations, including those not near major cities or state capitals.
Submission Instructions:
Please submit responses and comments to the individuals listed below. Input may include narrative feedback, capability statements, and any suggestions for improving the scope or execution of this requirement.
Jason Reedy at: Jason.Reedy@deca.mil
Robert French at: Robert.French@deca.mil
Laurence Akpan at: Laurence.akpan@deca.mil
Files
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