Facilities Division

Facilities Contracts Branch
Customer Service Plan

• Introduction
• Work Unit Description
• Identification of Customers
• Work Services
• Code of Conduct
• Performance Standards
• Partnership Relationships
• Periodic Review and Assessment

 

Introduction

The Agricultural Research Services (ARS) and Facilities Division (FD) is committed to providing quality design and construction support services via contract to its customers. This document addresses the type of services provided, the means of delivering the services, and a means for measuring provisions of these services.

Work Unit Description

The FD Facilities Contracting Branch (FCB) and Facilities Engineering Branch (FEB) provide nationwide operational technical support for design requirements in excess of $100K and construction in excess of $1,000,000. The unit consists of engineering project managers and contracting officers who manage a $900M program on a nationwide basis.

Identification of Customers

Internal

• ARS Areas and locations
• ARS Budget and Program Management Staff
• ARS Administrator and National Program Staff
• ARS National Agricultural Library
• ARS, FD, Real Property Management Branch
• ARS, FD, Safety, Health, and Environmental Branch
• ARS, FD, Facilities Engineering Branch
• ARS, FD, Ames Modernization Branch
• ARS, Acquisition and Property Division
• ARS, Financial Management Division
• ARS, Office of the Chief Information Officer
• ARS, Office of Homeland Security

External

• U.S. Congress
• USDA, Office of Budget and Program Analysis
• Office of Management and Budget
• Universities (Cooperators)
• Commodity Groups
• Producers
• Small Business Administration
• Architectural-Engineering and Construction Contractors
• Occupational Safety and Health Administration
• Corps of Engineers
• USDA, Office of Procurement and Property Division
• U.S. Department of Energy
• USDA, Animal and Plant Health Inspection Service

Work Services

Provide project budget and schedule forecasting, design criteria development, execution of facilities project planning, and implementation of contract bidding/negotiation, contract award, contract administration, and contract closeout.  ARS Manual 242.4 (Major Facilities Construction) provides extensive details on project execution.  ARS Manual 242.1 (Facility Design Standards) provides design policies and criteria to guide the design of ARS construction projects.

Code of Conduct

Putting the customer first is the cornerstone and fundamental principle of the FCB and FEB customer service philosophy. There is a total commitment to involving the customer throughout the project implementation process, treating the customer with courtesy and respect, offering creative and innovative choices to the customer in terms of aesthetics, functionality, maintenance and life cycle costs, assuring compliance with Federal, State, and local laws, regulations, and Department/Agency policy, completing actions in a timely manner and correctly the first time, and providing ongoing regular feedback on actions taken. The goal is to provide innovative facilities services support into the 21st century.

Organization's Performance Standards

The following time frames are based on best case scenarios. Circumstances may arise (e.g., change in Program, customer-requested modifications, full-funding, etc.) that may have an impact.

PHASE I - Planning

Project Conception - Scope Formulation             60-90 Days

Appropriation and Allocation                                    60-180 Days

Project development                                                 60-90 Days

PHASE II - Design

Design - Processing of contract award                        240 Days

Completion of design                                                  365 to 500 Days

PHASE III - Construction

Construction - Processing of contract award              90 to 120 Days

Completion of construction                                       540 Days

Partnership Relationship

Processing facility requirements is accomplished via a partnership consisting of program management, Facilities Division, commercial firms, and universities. Customer feedback and suggestions for improvement in service delivery are always welcome. Comments or questions can be directed to the following numbers:

Implementation of a project (301) 504-1193

Contract processing (301) 504-1171

Periodic Review and Assessment

Feedback on project implementation will be solicited on a semi-annual basis for the purpose of determining if service delivery is being provided per the customer service plan.

 

All FD Customer Service Plans

• Ames Modernization Branch (AMB)
• Facilities Contracts Branch
• Facilities Engineering Branch
• Real Property Management Branch
• Safety, Health and Environmental Management Branch

Last Updated: 10/16/2007