Customer Services Support USAG Wiesbaden

ID: W912CM25QA012 • Type: Solicitation

Description

Regional Contracting Office Wiesbaden (RCO-W) is soliciting quotes for the competitive award of a Firm Fixed Price contract for Customer Services Support required by the U.S. Army Garrison (USAG) Wiesbaden, Germany. The performance period is one (1) 12-month base period with four (4) 12-month option periods, with performance to begin on 1 August 2025. The anticipated contract will be a non-personal services contract in support of the USAG Wiesbaden customer service program.

Interested offerors will find Request for Quotation document (RFQ) attached to this posting, to include all attachments and technical exhibits referenced therein.

Any amendments or announcements to this solicitation will be posted on SAM.gov.

Questions shall be submitted to all email addresses above. Subject of email shall be Questions W912CM25QA012 . The Government requests that you submit questions as soon as possible, but no later than the date/time listed in the FAR 52.212-1 Addendum. Answers to questions will be posted to the SAM.gov website at https://sam.gov/ under the solicitation number.

IMPORTANT: Offerors must be registered in the System for Award Management (SAM) database at the time of submission of offers. For registration information and instructions, visit the following web link: http://www.sam.gov.

ACTION REQUIRED: Offerors interested in responding to this requirement are required to provide the required documents and email these to the following E-mail addresses no later than Central European Time on the date/time listed in Block 8 of the RFQ (to include the most recent RFQ Amendment, if any):

a. Dan Organtzis, Contract Specialist: iordanis.organtzis.ln@army.mil

b. Chris Paitson, Contracting Officer: john.c.paitson.civ@army.mil

c. RCOW Email Bid Box: usarmy.rheinland-pfalz.409-contr-spt-bde.mbx.rco-wie-bids@army.mil

Background
The U.S. Army Garrison (USAG) Wiesbaden, Germany, is seeking quotes for a Firm Fixed Price contract to provide Customer Services Support. This initiative is part of the Regional Contracting Office Wiesbaden's efforts to enhance customer service delivery amidst workforce turnover due to retirements and relocations. The contract aims to support the implementation of strategic action plans that improve customer service quality and meet the standards set by the Installation Management Command (IMCOM) and the Army.

Work Details
The contractor will deliver non-personal services focused on customer service program management. Key tasks include: promoting and coordinating responsibilities of the Customer Service Program, managing the Interactive Customer Evaluation (ICE) program, conducting customer service training, administering surveys, handling inquiries through the Commander's Hotline, and overseeing various award programs.

The contractor will also standardize the appearance of garrison service offices, provide information on community feedback mechanisms, identify issues faced by military personnel and their families, and prepare briefings and reports. Objectives include maintaining a customer satisfaction rate above 90%, responding to feedback within 5 working days, addressing inquiries within 3 business days, and improving overall customer service processes.

Period of Performance
The contract will have a base period of 12 months with four additional option periods of 12 months each.

Place of Performance
The services will be performed at U.S. Army Garrison Wiesbaden, Germany.

Overview

Agency

ECC Europe (ECC-E) [DoD - USA - AMC - ACC]

Response Deadline

June 17, 2025, 5:00 a.m. EDT Due in 9 Days

Posted

May 19, 2025, 9:04 a.m. EDT

Set Aside

None

NAICS

561110 - Office Administrative Services

PSC

R799 - Support- Management: Other

Place of Performance

Wiesbaden, DE-HE AE 09005-0000 Germany

Source

SAM

Current SBA Size Standard

$12.5 Million

Pricing

Fixed Price

Est. Level of Competition

Average

Signs of Shaping

62% of similar contracts within the Department of the Army had a set-aside.

On 5/19/25 ECC Europe issued Solicitation W912CM25QA012 for Customer Services Support USAG Wiesbaden due 6/17/25. The opportunity was issued full & open with NAICS 561110 and PSC R799.

Primary Contact

Name

Iordanis (Dan) Organtzis Profile

iordanis.organtzis.ln@army.mil

Phone

496111435466735

Secondary Contact

Name

Chris Paitson Profile

john.c.paitson.civ@army.mil

Phone

496111435466765

Documents

Posted documents for Solicitation W912CM25QA012

Question & Answer

Incumbent or Similar Awards

Contracts Similar to Solicitation W912CM25QA012

Potential Bidders and Partners

Awardees that have won contracts similar to Solicitation W912CM25QA012

Additional Details

Source Agency Hierarchy

DEPT OF DEFENSE > DEPT OF THE ARMY > AMC > ACC > ACC-OO > 409TH CSB

FPDS Organization Code

2100-W912CM

Source Organization Code

500045562

Last Updated

May 19, 2025

Last Updated By