Maintenance Call Center RFI

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:

1. 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.
2. 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