About AFM
Facilities Division
Ames Modernization 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) are committed to providing quality design and construction support services via contact 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 Ames Modernization Branch (AMB) provides operational technical and contracting support for design and construction projects associated with the Ames Modernization. The unit consists of engineering project managers and contracting officers who manage the $460 million design and construction effort.
Identification of Customers
Internal
- ARS Midwest Area and NADC location
- APHIS NVSL/CVB Activities
- ARS Budget and Program Management Staff
- ARS Administrator and National Program Staff
- ARS, FD, Real Property Management Branch
- ARS, FD, Safety, Health, and Environmental Branch
- ARS, Procurement and Property Division
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ARS, Financial Management Division
External
- U.S. Congress
- USDA, Office of Budget and Program Analysis
- Office of Management and Budget
- Small Business Administration
- Architectural-Engineering and Construction Contractors
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. Directive/Manual 242.4-Major Facilities Construction provides extensive details on project execution. Directive/Manual 242.1-ARS Construction Project Design Standards provides Agency=s minimum design criteria. There are many other Directives effecting AMB.
Code of Conduct
Putting the customer first is the cornerstone and fundamental principle of the AMB customer service philosophy. There is a total commitment to involving the APHIS and ARS 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 operational aspects, 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 feedback on actions taken. The goal is to provide state of the art facilities services support into the 21st century.
Organization's Performance Standards
PLANNING
Project conception - 30 days
Project scope formulation - 90 days
Project development -30 daysDESIGN
Processing of contract award - 180 days
Completing of design - 365 to 500 daysCONSTRUCTION
Processing of contract award - 90 to 120 days
Completion of construction - 365 days to 2 years
Partnership Relationship
Processing facility requirements is accomplished via a partnership consisting of program management, Facilities Division, and commercial firms. Customer. Feedback and suggestions for improvement in service delivery are always welcome. Comments or questions can be directed to the following numbers:
Periodic Review and Assessment
Feedback on project implementation will be solicited from our customers on a semi-annual basis for the purpose of determining if service delivery is being provided per the customer standards.
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: 07/08/2004