Emergency or Urgent Service requests will be received and executed as normal by contacting the help desk at+49 (0) 711-7228-6115 or DSN 115.
The Help Desk will contact a customer within 24 hours from online submission to validate data and provide a GFEBS order number or an update for existing order. If new work order or update is submitted on Friday or a holiday, the Help Desk will contact a customer during the next working day.
When materials or parts are placed on order, the Help Desk will inform the resident/POC of the status of ordered materials/parts, NLT two (2) work days after material is ordered. Additionally, the contractor will provide the resident/POC with weekly status of ordered materials/parts.
If you have multiple work requests, please compile them in one online form. The help Desk will sort thru them and initiate one or multiple orders, based on your submission.
Status on orders submitted prior 10/01/2018 will be available after 10/22/2018.
Directorate of Public Works – Demand Maintenance Orders (DMOs)
DMO (also known as Service Order (SO) is an unscheduled maintenance to repair a housing and non-housing component or system after failure. “Fix it when it breaks fail” or when the systems start showing signs of stress or failure of equipment is eminent. This work in general cannot be planned or scheduled. Total cost cannot exceed 3,500 Euros or 40 man-hours in labor to complete.
DMOs are initiated by calling or visiting the Help Desk Office located at Kelley Barracks. Bldg. 3318.
DMO priorities are established by the DPW and will be accomplished based on the following priority system: Emergency, Urgent, and Routine.
Emergency (Priority 1) – work required to repair or abate a problem resulting from a breakdown, stoppage or loss of a critical system or equipment which, if not immediately repaired, will endanger life, safety or health of personnel, and/or will result in the damage of government property, and/or would affect operations of a critical military missions. Response time: within 2 hours with continuous work until completed or until temporary repair is made as directed by the COR.
Examples of emergency work include (but are not limited to):
a. Life Health Safety related issues,
b. Loss of utility, to include but not limited to, heating and air conditioning, water, sewer and electricity,
c. Frozen pipes,
d. Severe structural damage caused by storms,
e. Inoperable refrigerator (for housing only during after regular work hours),
f. Fires, sparks, the smell of smoke of unknown origin,
g. Severely leaking roofs,
h. Lock out,
i. Securing the doors (i.e., doors open due to malfunction of the lock, hinges, falling etc.),
j. Elevator entrapment,
k. Gas leak or smell of gas.
FOR EMERGENCY, CALL +49 (0) 711-7228-6115, DSN: 115 (OPEN 24/7)
Urgent (Priority 2) – work not an emergency which, if not promptly accomplished, could deteriorate into an emergency situation, or which is required to correct a condition effecting the immediate well-being of quarters occupants or facility users. Response time: start NLT next normal workday and complete NLT five calendar days from receipt.
Examples include (but are not limited to):
l. No power supply to domestic appliances,
m. Flickering exit and emergency lights,
n. Non-operational water faucet,
Routine (Priority 3) – any other work that does not meet the criteria for emergency or urgent. Response can be within five work days following authorization and may take up to 30 days to complete.
DPW Help Desk receives approximately 1,500-1,600 DMOs per month.