About AFM
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 operational technical support for design requirement 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 $700M 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
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
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
- Division Level Action Plan
Last Updated: 07/08/2004