GSA Facilities Service Call Center

The GSA, PBS is conducting market research on the range of products and services relating to the creation of a single, centralized Regional Call Center that will meet the GSA’s facility management requirements. The required call center functions include: Receive and process facility operations and maintenance, custodial, elevator, landscape and grounds, and pest control service requests by various electronic means, such as telephone, Internet, email, and/or online chat. Receive and process electronic automated calls, emails, web portal, online chat, and text messages from Building Monitoring and Control (BMC) System computers. Create, monitor, update, and close-out work requests in PBS’ National Computerized Maintenance Management System (NCMMS), including the entry of work order closeout details and action(s) taken by various service personnel. Evaluate, prioritize, and dispatch work requests based on multiple and varying factors via various electronic means, such as CMMS, telephone, Internet, online chat, or email. Prioritize work requests in NCMMS as: Emergency Work Requests - Work Requests that necessitate an immediate response due to realistic risk of life/injury, significant structural damage, or total critical mission operations failure. Urgent Work Requests – Work Requests that represent a hindrance of critical mission operations. Routine work Requests – Work Requests that provide inconvenience and minor discomfort to building tenants. Currently, the GSA NCR has service call desks for each building or campus. The desks are operated either by the Operations and Maintenance (O&M) contractor or the GSA Building Manager’s Office (BMO). Customers or their agency service desk contact the GSA service desks to request O&M or custodial services for the building the customer is in. Service requests are entered into the GSA National Computerized Maintenance Management System (NCMMS), a variant of IBM Maximo™. The NCMMS generates a Work Request (WR) ticket that is transmitted to the service provider. The WR is tracked and completed within the NCMMS. The use of the NCMMS to document all service requests is mandatory at all GSA owned and operated sites. If your firm is interested in responding to this Request for Information (RFI), please respond by December 20, 2019 before 12:00 PM EST to Michelle Croan, Contract Specialist, by email at [email protected].