Original Date: 04/07/1997
Revision Date: 04/14/2003

In 1988, Rock Island Aresenal (RIA) was directed to conduct an A76 review of its Public Works’ blue collar areas. This review resulted in a single contract being let for installation logistics and facilities support services for five years. Numerous coordination problems led the installation to let two contracts at the end of the five-year periodone for facilities support services and the other for logistics support. Numerous problems were still encountered with the facilities support services, most of which were internal to the contractor. The contractor often did not supply the proper skills for different jobs, and coordination was lacking. A significant amount of time was lost resolving problems, and customer satisfaction was very low.

The Installation decided not to let a single contract for facilities support services, and is letting multiple best-value, flexible workload contracts. Those contracts that have been let have already shown a marked improvement in performance and customer satisfaction. Many services are also purchased using government credit cards which have sped up the process enormously (at times as quickly as same-day service) and will probably result in cost savings. The Directorate of Public Works’ members have also found that many coordination problems are now easily resolved by dealing directly with the functional experts. This has streamlined the support service processes and should also result in cost savings or avoidance.

For more information see the Point of Contact for this survey.