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FBO DAILY - FEDBIZOPPS ISSUE OF JULY 30, 2015 FBO #4997
SOLICITATION NOTICE

V -- Commercial Travel Services - 15-PSC-MK-NOI-00011

Notice Date: 7/28/2015
Notice Type: Presolicitation
NAICS: 561510 — Travel Agencies
Contracting Office: Department of Health and Human Services, Program Support Center, Division of Acquisition Management, 12501 Ardennes Avenue, Suite 400, Rockville, Maryland, 20857, United States
ZIP Code: 20857
Solicitation Number: 15-PSC-MK-NOI-00011
Archive Date: 8/8/2015
Point of Contact: Margo Katzper,
E-Mail Address: Margo.Katzper@PSC.hhs.gov
(Margo.Katzper@PSC.hhs.gov)
Small Business Set-Aside: N/A
Description: 15-PSC-MK-NOI-00011 The Department of Health and Human Services (DHHS), Program Support Center (PSC) on behalf of the Department of Defense (DoD), Defense Travel Management Office (DTMO) intends to negotiate and award a sole source bridge contract under the authority of FAR 6.302-1(a)(2)(iii), for the Defense Travel Area (DTA) 9 - NAVY Worldwide sites to CW Government Travel, Inc., 4300 Wilson Boulevard, Suite 500, Arlington, VA 22203 The intended procurement is classified under NAICS code 561510 with a Size Standard of $20.5 million. The resultant contract will include all applicable provisions and clauses in effect through the Federal Acquisition Circular (FAC) 2005-83 (effective July 2, 2015). This acquisition is conducted under the procedures as prescribed in FAR 12 - Acquisition of Commercial Items and FAR 15- Contracting by Negotiation. Description The Defense Travel Management Office (DTMO) requires continued support by the incumbent - CW Government Travel with providing official travel management services for DTA 9 - NAVY Worldwide sites. Purpose and Objectives The DTMO requires the continuation of official travel management and related additional services on a management service fee (MSF) basis for Department of Defense (DoD) travelers assigned to these Navy sites. These CTO services are to support official travel activities of authorized DoD travelers who are under the authority of the referenced locations. Official travel is travel (e.g., TDY, PCS, evacuation, travel by Reserve Component members, and civilians on invitational travel orders) in connection with official business of the United States Government and performed under orders at the expense of federal appropriated funds. These CTO services shall be provided using both traditional methods and automated methods using the Defense Travel System (DTS) web portal. In accordance with the original Performance Work Statement (PWS) attached. Period of Performance Base period of September 18, 2015 - June 17, 2016, and five (5) three (3) month options from June 18, 2016 - September 17, 2017. This notice of intent to award a sole source bridge contract is not a request for competitive proposals. However, in accordance with FAR 5.207(c)(15)(ii), all responsible sources that feel they can meet the Government's requirements detailed above and in the attached Performance Work Statement (PWS) may submit a capability statement which shall be considered by the agency. Capability Statements shall be tailored to show the Government the offeror is able to meet the specialized requirements of the DTA 9 - NAVY Worldwide sites for DTMO Commercial Travel services, and applicable regulations. Responses to this notice shall contain sufficient information to establish the interested parties' bona-fide capabilities for fulfilling the requirements within the PWS, and include: the Dun & Bradstreet Number (DUNS), and the Taxpayer Identification Number (TIN). All offerors must have an active registration in the System for Award Management (SAM) www.sam.gov." A determination by the Government not to compete this proposed contract based upon responses to this notice is solely within the discretion of the Government. The information received will be retained as Market Research. All responses must be received by 4:30pm eastern time on Friday, August 7, 2015, and must reference number 15-PSC-MK-NOI-00011. Responses may be submitted electronically to Margo Katzper via email at Margo.Katzper@psc.hhs.gov, or by U.S. mail to U.S. Department of Health & Human Services, Program Support Center, Acquisition Management Services, Twinbrook Place, Suite 400, 12501 Ardennes Avenue, Rockville, MD 20857, Attention: Margo Katzper. Fax responses will not be accepted. SECTION 3 - PERFORMANCE WORK STATEMENT 1. SCOPE OF WORK 1.1. The Contractor shall provide all personnel, equipment, material, supervision and other items or services necessary to perform the management and operation of Contracted Commercial Travel Offices (CTOs), as defined in this Performance Work Statement (PWS). Performance shall be in support of all designated facilities throughout the Department of Defense (DoD) worldwide, to include other Government activities as specified. 1.2. General 1.2.1. This PWS is for the acquisition of CTO and related services to support official travel activities of authorized DoD travelers. Official travel includes Temporary Duty (TDY), Permanent Change of Station (PCS), Leisure in Conjunction with Official Travel (LICWO), evacuation; and travel by Reserve Component/National Guard members. Official travel also includes travel by civilians on invitational travel authorizations in connection with official business of the United States Government and performed under orders at the expense of federal appropriated and non-appropriated funds, with the exclusion of LICWO. 1.2.2. The Contractor shall provide travel management services (i.e., DTS, air/rail CTO Assist, and non-air/rail CTO Assist) as requested by the Government and as necessary to meet all DoD travel management needs during each phase of Defense Travel System (DTS) deployment and implementation. Sites not yet converted to DTS will be serviced via electronic methods, email, fax, telephone, or walk-in until the fully automated system is deployed. Even after DTS is fully deployed at a particular location, the Contractor shall be prepared to provide air/rail and non-air CTO Assist services to ensure DoD travel is supported The Contractor shall not market, e.g., solicit, advertise, conduct promotions, etc., for any services covered by this contract. 1.3. Quality Control Plan 1.3.1. The Contractor shall complete and implement a Quality Control Plan (QCP) that addresses all aspects of customer service and other provisions required by the contract. The Contractor shall submit this plan to the Contracting Officer within 30 calendar days after the Task Order award date. Upon the request of the Contracting Officer, the Contractor shall update its QCP annually and submit it for Government review and approval. The QCP shall include details concerning processes proposed to ensure contract quality assurance. 1.3.2. The plan shall include the following: • A quantitative method for measuring the Contractor's service required in the PWS; • An inspection system covering all services required in this PWS specifying the areas to be inspected on either a scheduled or unscheduled basis and how the inspection shall be accomplished; • The methods for maintaining on-site records of all inspections conducted by the Contractor and the necessary corrective action taken. This documentation shall be made available to the Government during the term of the contract; • The methods for identifying and preventing quality of service defects as early as possible in the reservation process to preclude errors and omissions and the level of performance becoming unacceptable; • An active program and strategy for improving quality over the life of this contract; • Method of providing security of documents, records, and Privacy Act information of customers during and after normal business hours; • Method for collecting customer feedback, initiating corrective action if needed, and method for sharing consolidated feedback to the Government; • Method for providing required management information reports on schedule and for ensuring validity of the data; • Method for ensuring quality levels for subcontractors as applicable; • Method for implementing the QCP; • Contingency plan that describes Awardees approach to ensure uninterrupted travel services in the event of a unforeseen disaster or emergency and; • Method for monitoring telephone services in accordance with the requirements specified in the PWS at paragraph 11.12 1.3.3. Quality Control Plan Report. The Contractor shall submit a monthly QCP Report. At a minimum, the Contractor's QCP Report shall document the results of Quality Control actions, as measured within the format of the QCP. The Contracting Officer or the Contracting Officer's Representative (COR) may forward the QCP and QCP Report to other Government designated personnel. 1.3.4. The Contractor's Quality Control Plan shall include procedures to ensure compliance with Government/DoD/Agency regulations and policy (See Para 12). 1.3.5. Surveillance of Contractor performance may be conducted through random sampling (e.g., Management Information Systems (MIS) and QCP Reports), and/or customer feedback provided to the Contracting Officer's Representative (COR), Contracting Officer's Technical Representative (COTR), Quality Assurance Evaluator (QAE), or Lead Quality Assurance Evaluator (LQAE) quarterly reports or by any other means necessary to ensure compliance with the Government's Quality Assurance Surveillance Plan (QASP). 1.3.6. The COR may hold quality assurance conferences/meetings on an annual basis (as a minimum) to meet with the COTRs, QAEs, and LQAEs from each site under their area of responsibility. The purpose of these conferences/meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO program. The CTO may be required to participate in the quality assurance conferences/meetings annually. 1.3.7. The CTO may be required to participate in monthly CTO telephonic outreach discussions. The purpose of these conferences/meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO program. 1.4. Personnel 1.4.1. All Contractor personnel shall be capable of and qualified in providing Government-sponsored travel for DoD personnel. Contractors personnel shall be knowledgeable of DoD and Service travel policies and ensure that these polices are complied with in the performance of their duties. 1.4.2. All services provided under this contract shall be performed by Contractor personnel fluent in written and spoken English and who shall conduct themselves in a professional manner. 1.4.3. DoD 5500.7-R requires that certain DoD employees obtain written supervisory approval before engaging in outside employment or business activities. See DoD 5500.7-R, Para 3-306. Regulations issued by other Agencies may contain a similar requirement. Before the Contractor employs Government personnel (civilian and military) on this contract, the Contractor shall ensure that the employee has complied with any applicable requirement for supervisory approval, and shall forward a copy of the written approval to the COR. Contractor employees shall not attempt to recruit Government employees while on Government premises or during Government working hours. Contractor employees shall not act to disrupt official Government business. Contractor employees shall conduct only business covered under this contract. 1.4.4. The Contractor shall provide personnel capable of obtaining, at a minimum, a secret security clearance in accordance with the DD Form 254 (Attachment 4) if required by the Government. Appropriately cleared personnel shall be provided at the location requested within 120 calendar days of the Contractor's receipt of a written Government request, or at a later date following receipt of security clearance approvals from the Defense Investigative Security Office. The contractor shall not be limited to hiring only U.S. citizens; however, if the policy for a particular location requires only U.S. citizens to be hired the contractor shall adhere to the policy. The Government will provide security clearances at no expense to the Contractor. 1.4.5. Staffing levels for CTO services may be adjusted as a result of variations between the estimated percentage of DTS and air/rail CTO Assist transactions. Staffing levels may also be adjusted based on variations in the workload data provided. Equitable adjustments shall be in accordance with PWS subparagraph 14.1. During Task Order competitions, awardees shall identify in their proposal(s) a formula for making staffing level adjustments. The awardee may make adjustments to staffing levels at the contractor's discretion upon a 30-day notification to the Contracting Officer. The notification of staffing level adjustments shall be identified in a revised Staffing Plan. 1.5. Customer Service 1.5.1. The Contractor shall provide 24-hour, 7-days per week courteous and responsive service, to include providing services to travelers after normal duty hours. The Contractor shall, via the itinerary, list telephone numbers for normal and after-normal duty hours; and stipulate that the "after-normal duty hours" phone number shall only be used for emergencies and by travelers enroute. The Contractor shall provide a toll-free telephone number, where capability exists, as well as toll free numbers for fax capability and shall accept collect calls appropriate for supporting all DoD/Government travel needs as required within this worldwide contract and specified in each Task Order. 1.5.2. The Contractor shall provide courteous and prompt resolution of travel problems and forward problems or traveler questions, beyond the Contractor's resolution authority, to the QAE, in coordination with the COR via electronic means (i.e., email, fax). 1.5.3. The Contractor is responsible for assisting with resolving complaints, disputes, or claims between the DoD/Government customer and any principal with whom the Contractor has arranged travel or other services, if the action was originated through the Contractor. 1.5.4. Due to projected base closures and realignments, the Government cannot forecast how the revenue for official travel will be affected. As site(s) are identified for addition or deletion, the Contracting Officer will issue a modification to this contract. In such an event, the Contracting Officer will provide the Contractor a 60 calendar day written notice for CONUS locations and a 90 calendar day written notice for OCONUS locations as permitted. 1.6. Emergency Services 1.6.1. The Contractor shall provide Travel Management Services as needed to satisfy surge requirements and in response to contingencies including, but not limited to, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, disasters, military peacetime and wartime contingency operations, exercises, personal emergencies, and mass causalities (human remains). At all times, the Contractor shall ensure quality customer service is maintained in accordance with applicable standards set forth in this contract. Operating hours and support may be modified as agreed to by QAE, in coordination with the COR, in support of emergencies. 1.6.2. The Contractor shall support emergency and short-notice requirements by providing electronic or paper tickets, or, as a last resort, arranging for prepaid tickets at a carriers' terminal or ticket office convenient to the traveler. Charges or fees associated with the issuance of prepaid tickets will be paid by the Government, unless the Contractor is responsible for late ticket issuance. When the Contractor is responsible for late ticket issuance, charges or fees associated will be coordinated with QAE in coordination with the COR. 1.7. Travel Office Facilities, Safety, and Physical and Personnel Security 1.7.1. The Contractor shall ensure business hours coincide with the local location business hours. Operating hours may be modified as agreed to by the QAE, in coordination with the COR. 1.7.2. The Contractor shall ensure that the travel office facilities are maintained in a clean and orderly manner consistent with installation and agency standards. 1.7.3. The Contractor shall provide travel office interior and exterior signs that conform to Service and Agency regulations and local customs in accordance with guidance and instruction from the authorized Government representative (e.g COR, COTR, LQAE and QAE). 1.7.4. The Contractor shall ensure that Contractor personnel comply with all rules and regulations, (i.e., published safety and security guidelines) applicable to the installation. All accidents that result in damage to Government property occupied and used by the Contractor, and/or injuries to Contractor personnel shall be reported to the QAE and the COR within one workday from occurrence. 1.7.5. The Contractor shall clearly identify its personnel in accordance with Government Service and Agency regulations and local site custom. The Contractor shall send a letter to the respective QAE with a listing of employees authorized to represent the Contractor in the performance of required services. Any updates shall be made within 30 calendar days of changes in personnel. For vehicle passes/registrations, each Contractor employee shall comply with requirements made for each installation, including those for pass receipt and security, safety rules and parking ordinances. The Contractor shall be responsible for removal of parking decals for personnel who leave the Contractor's employment or are transferred by the Contractor to a location outside of the Government facilities. If the Contractor occupies a separate facility or an area within a facility that can be physically secured, the contractor shall provide physical security of the contractor's facility or work area. At those locations where the contractor shares a facility with other government personnel, the contractor shall coordinate physical security requirements, responsibilities, and procedures for that location with the QAE. The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, the Contractor shall secure government facilities, equipment and materials. Key/Combination Control: The Contractor shall establish and implement methods of ensuring that all keys/combinations issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons or for unauthorized purposes. No keys issued to the Contractor by the Government shall be duplicated by the Contractor. The Contractor shall immediately report the occurrence of lost or duplicated keys to the QAE. In the event keys are lost or duplicated, the Government, at its option, may replace the affected lock or locks or perform rekeying. When a master key is lost or duplicated, all locks and keys for that system will be replaced. The total cost of replacing all locks and keys shall be paid by the Contractor. Gate Control/Parking: Some travel service locations will be limited access bases with controlled gate openings and closures. Unscheduled gate closures by appropriate security forces may occur at any time and personnel entering or exiting the base may experience a delay. Privately owned vehicles are subject to being searched. For CTO locations on base, the TO will obtain parking spaces for CTO employees as allowed by base regulations. 1.8. Government Furnished Facilities and Services 1.8.1. The Government will make available (at no cost) on-site facilities where required, utilities, custodial services, refuse collection, pest control services, Government centralized mail distribution of interoffice mail, and police and fire protection at the level provided to local Government offices. For Staffed Offices, contractor employees shall be provided facilities comparable to Government employees (e.g. air conditioning, heating, etc.). The Contractor shall not modify CTO facilities/furnishings including, but not limited to, partitions, walls, doors, floor and window coverings, ceilings and lighting without the approval of the QAE, in coordination with the COR. 1.8.2. The Government may request the Contractor to relocate or realign its travel office, equipment and supplies totally and/or in-part, due to organizational/operational changes, base realignments or closures during the period of the contract. The Government will provide the Contractor at least 90 calendar days advance notification for relocation or realignment of the travel office or the movement of equipment e.g., printers/GDS terminals. The Contractor shall comply with the specified date within the advance notification. A minimum of one-week notification will be provided to the Contractor for the relocation/movement of administrative supplies e.g., filing cabinets to include contractor's files. Any Government request for relocation shall be at the Government's expense. Government request moves shall be coordinated in advance with the Contracting Officer and shall be coordinated and approved in advance by the local transportation office. Additionally, all cost associated with Government requested moves shall be approved prior to any costs being incurred and reimbursed by the local transportation office. No funds will be obligated on the contract to pay for moves. Any additional costs above and beyond the original approved amount shall be submitted to the Government for approval prior to any costs being incurred Contractor-initiated moves shall be paid by the Contractor. It is understood that in the event of various occurrences, including natural disasters, a Contractor is entitled to be excused from liability for delaying his performance; however the Government's requirement during these periods is that the Contractor continue performance to the maximum extent practical. The Contractor will not be required to bear the expense of providing travel services support at the disaster site, but should be able to provide distant support, including the ability to perform Centrally Billed Account (CBA) reconciliation during the disaster. 1.8.3. The Government will provide, at no cost to the Contractor, existing commercial telephone lines. The cost of activating or maintaining service to existing lines shall be borne by the Contractor. The Contractor, at its expense, may install additional lines and connections. All telephone lines used by the Contractor, including those installed at the expense of the Contractor are subject to the control of the installation telephone office. Telephone numbers shall be listed in installation telephone directories as "(Contracted) Commercial Travel Office." The name of the Contractor shall be listed IAW local policy and the Contractor may include the name of a subcontractor. 1.8.4. Telephone numbers used by the Contractor at on-base/post travel offices shall not be transferred to off-base/post locations upon expiration of the contract performance period. Any telephone numbers used for off-base/post service centers, such as a regional reservation center, promoted to the DoD military community under the contract, shall be terminated upon expiration of the contract. 1.8.5. The Contractor shall provide in-transit passenger visibility. The Contractor shall have the ability to identify and track passengers from origin to destination for arrangements made by the Contractor. 1.9. Transition 1.9.1. The Contractor shall take all actions necessary to ensure there is no break in service during the transition between the Contractor hereunder and any previous or successor Contractor during phase-in and phase-out of travel operations. The transition shall be handled with minimal disruption to the customer. 1.9.2. The Contractor shall allow any successor Contractor access to Government owned or controlled office space 90 calendar days prior to contract expiration, for site surveys. 1.9.3. The Contractor shall issue and deliver tickets for travel commencing within three calendar days after contract expiration. Tickets shall be delivered no later than the close of business of the last workday of the contract based on the Contractor receiving authorization for ticketing. 1.9.4. The Contractor shall continue to reconcile all forms of payment for 120 calendar days after the contract performance period ends. 1.9.5. The Contractor shall electronically transfer to the successor Contractor all un-ticketed travel records contained in the incumbent Contractor's data repository applicable to the effort under this contract. This includes all un-ticketed records in the pre-travel and travel phases. The Contractor shall be liable to indemnify the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information due to actions of the Contractor. 1.9.6. For DTS transactions, the Contractor shall ensure that, prior to CTO conversion, the Passenger Name Record (PNR) validation worksheet has been completed and submitted to the Defense Travel Management Office (DTMO). Additionally, the Contractor shall ensure that active pseudo city codes have been established. All the aforementioned actions must occur 4 weeks prior to processing actual DTS transactions. 1.9.7. The Contractor shall cease operations and vacate all Government facilities by 12:00 midnight on the last working day of contract performance, unless otherwise approved by the Contracting Officer. 1.9.8. The Contractor may be expected to perform service not later than 60 calendar days after Task Order award. However, certain overseas locations may require 90 calendar days. 1.9.9. No later than the 20th calendar day after contract expiration, the incumbent Contractor shall provide to the COR, COTR, and QAE a report for each payment mechanism containing the following information for each unbilled transaction (debits and credits) remaining in the incumbent Contractor's database: complete ticket number, traveler's name, accounting data, travel authorization number/travel order number, complete itinerary and dollar amount. The Contractor shall be liable to indemnify the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information due to actions of the Contractor. 1.9.10. For DTS transactions, prior to task order expiration, the incumbent Contractor's Pseudo City Code (PCC) or Subscriber Identification (SID) shall be disconnected from the DTS Reservations Module, which shall prevent creating new PNRs, modifying or cancelling existing reservation. The CTO may receive reservations approved prior to disconnection on their ticketing queue. During this transition period, DTS users will be unable to create new reservations or modify and cancel existing reservations using the Reservations Module. The CTO may receive approved reservations on their ticketing queue for processing and shall place all ticketed, cancelled, and modified DTS PNRs on the polling queue until the last working day of the contract performance. The CTO shall delete Branch or Bridge access between their PCC or SID and the DTS PCC or SID by 12:00 midnight on the last working day of task order performance. 1.10. Security of Proprietary Information 1.10.1. Contractors providing travel services under this contract shall not intentionally obtain or disclose unauthorized proprietary information of another Contractor's CTO through use of the Defense Travel System (DTS) Pseudo City Code (PCC). Such unauthorized access into the DTS is unacceptable. The Department of Defense will report unauthorized access in accordance with 18 U.S.C. § 1030 - Fraud and related activity in relationship to computers. Further, known or suspected computer vulnerabilities of the DTS must be officially and explicitly reported to the Contracting Officer and the DTS Program Management Office immediately upon discovery to allow for immediate resolution of the issues. 1.10.2. Whenever the contractor becomes aware that proprietary data pertaining to all related services to support official travel activities of authorized DoD travelers has been lost, stolen, or compromised, the Contractor shall immediately begin the process of notifying all effected cardholders. The contractor shall also notify the Defense Travel Management Office (DTMO) immediately, but not later than five (5) calendar days after the loss or compromise was discovered. 1.11. GOVERNMENT HOLIDAYS 1.11.1 The following holidays will be observed by the Contractor unless otherwise instructed by the Contracting Officer. All other observed holidays will be identified in the Task Order. 1.11.2. Any reference made to holidays shall be construed to mean the Government holidays listed below: New Year's Day Martin Luther King's Birthday President's Day Memorial Day Independence Day Labor Day Columbus Day Veteran's Day Thanksgiving Day Christmas Day 1.11.3. The Contractor shall coordinate all office closures other than for a Federal Holiday with the COR. 2. TRAINING 2.1. During Task Order implementation, the Contractor shall participate in four Government conducted implementation training sessions.. The training shall consist of a 60 to 90 minute presentation given to transportation officers and other DoD personnel over a two to three day period. The Contractor developed presentation shall introduce attendees to Contractor provided travel management services provided under this contract. It shall include information on areas such as CTO Assist travel services provided, after hours procedures, ticket delivery, and Centrally Billed Account (CBA) reconciliation procedures. The presentation shall be conducted through the use of Power Point Slides or other media. The Contractor is required to provide copies of all training presentations to attendees. The Contractor shall develop and provide for Government review and COR/LQAE approval, presentations and training materials appropriate to the event 30 calendar days in advance of the training event. 2.2. RESERVED. 3. REQUIREMENTS APPLICABLE TO BOTH DTS AND CTO ASSIST TRAVEL MANAGEMENT SERVICES 3.1. In accordance with compliance documents identified in Paragraph 12 of this Performance Work Statement (PWS), and the requirements in this contract, the Contractor shall perform Travel Management Services to support official travel activities of DoD sponsored travel. If the local business rules conflict with the requirements in this PWS, the Contractor shall perform in accordance with this contract. The services may include, but are not limited to the following: • Maintaining security of personnel data and ensuring enforcement of Privacy Act requirements; • Fulfillment: The travel service support function that fulfills (i.e., completes) the reservation process for the online booking customer. This function primarily includes ticketing of reservations, but may also incorporate CTO quality controls. The focus is to minimize CTO intervention in the travel process; • Centrally Billed Account (CBA) Demonstration: The Contractor shall provide a demonstration of the CBA reconciliation process for the DoD Service or Agency at the Task Order level as required. The CBA reconciliation demonstration shall include test scenarios developed solely by the Offeror. The CBA reconciliation demonstration shall consist of debits, regular credits, and airport debits/credits. The Contractor shall also demonstrate their ability to extract and report data from a DTS PNR in accordance with the Service and Agency specific CBA reconciliation file format. The Contractor shall be prepared to conduct a CBA reconciliation demonstration within the Washington DC Metropolitan Area. If not able to conduct a CBA reconciliation demonstration in the Washington DC Metropolitan Area, the Contractor will provide the demonstration at a proposed location approved by the government. The Contractor shall identify the proposed location in their proposal. The government shall notify the Contractor at least 10 days in advance on the date and time of the demonstration. • Air Mobility Command (AMC) Patriot Express Reservation: The Contractor shall arrange AMC Patriot Express Reservations where required. If this requirement is implemented, pricing will be obtained in accordance with applicable procurement regulations. The Government may provide the contractor access to the Global Air Transportation Execution System (GATES) or other electronic means for completing GATES reservations. 3.2. The Contractor shall provide lost ticket applications and assist the traveler in filing the application. 3.3. When requested by the traveler, the Contractor shall make confirmed reservations for air/rail, rental car, ground transportation, ferry and lodging. Government/DoD negotiated volume discount lodging programs shall be utilized by the Contractor where available. All U.S. commercial lodging institutions used shall be on the master list issued by the U.S. Fire Administration, Federal Emergency Management Agency, unless there is no listed property with available space within a reasonable driving distance from the TDY location. The current listing of approved lodging institutions is located on the internet at http://www.usfa.dhs.gov/applications/hotel/. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the Government charge card. Government/Commercial Lodging Reservations: The Contractor shall provide complete lodging reservation service to include Bachelor Quarters (BQs) at all military installations". Navy Bachelor Quarters (BQ) includes Navy Lodge facilities. Lodging service shall include making reservations and providing the traveler, on the itinerary, the rate, inclusive of taxes, BQ or hotel/motel location, telephone number(s), confirmation numbers(s) and non-availability or cancellation numbers as appropriate for each destination. The contractor shall make reservations only in those establishments that honor the individual government charge card. Since adequate government quarters must be used by Navy official travelers to the maximum extent practical when they are available, Navy BQs shall receive first consideration when making lodging reservations unless exempted by the order issuing official. Once it has been determined that there are no adequate Navy BQ rooms available and a certificate of non-availability (CNA) number has been issued and documented on the itinerary/order endorsement, the contractor shall book commercial lodging for the traveler(s). Department of Defense Lodging reservations at Navy, Army, Air Force and Marine Corps lodging operations shall be made as follows: NAVY Navy Gateway Inns & Suites (NGIS) is the Priority One lodging for all Navy TDY travelers. Reservations may be made by calling 877-NAVY-BED (628-9233) or http://www.dodlodging.net Navy Lodge is the official Priority One choice for all Permanent Change of Station (PCS) travelers. Reservations may be made by calling 800-NAVY-INN or http://www.navy-lodge.com ARMY Army lodging reservations shall be made by contacting lodging at the TDY location of the traveler or by calling 1-800-GO-Army1. Army lodging locations and phone numbers are listed at www.armymwr.com AIR FORCE Air Force lodging reservations shall be made by contacting Air Force Inns at the TDY location of the traveler, by calling 888-AF-LODGE (235-6343) or http://www.dodlodging.net MARINE CORPS Marine Corps lodging reservations shall be made by contacting Marine Corps Inns at the TDY location of the traveler or at www.usmc-mccs.org/lodging/index.cfm 3.4. RESERVED. 3.5. Electronic ticketing is the preferred method of ticket issuance. In the event that electronic ticketing is not available, airline tickets shall be issued on ticket stock, which is acceptable for movement on the carrier providing the transportation. The Contractor shall maintain sufficient quantities of ticket stock on-site to adequately handle normal and surge travel volumes and avoid ticketing delays. The Contractor shall deliver tickets to the traveler or authorized Government official. Tickets should not be issued more than three business days prior to travel, except when specifically requested by the Government. Delivery of tickets or records of reservation may be accomplished by any effective means such as regular or overnight mail, courier, and/or electronic delivery of an e-ticket, as long as timely delivery to the traveler is accomplished. Locations requiring ticket delivery will be identified at the task order level. If electronic ticketing is available and the traveler requests issuance and delivery of a paper ticket in lieu of accepting an e-ticket, the fee shall not be charged to the Government, (i.e., Individually Billed Account (IBA)/Centrally Billed Account (CBA)). The Contractor shall charge the traveler the paper ticket fee directly. The issuance of tickets/ticket jackets in connection with transoceanic/international air travel shall be those printed for commercial airlines and neither tickets nor ticket jackets shall contain any markings, stamps or other indications which might identify the traveler as a military member, a U. S. Government civilian employee or dependent thereof. The Contractor is not required to completely sanitize the Navy traveler moving in an overt status but shall make the traveler less conspicuous. 3.6. When commercial travel vendors initiate a change to previously scheduled travel arrangements, or transmit Other Service Information (OSI) or Supplementary Service Request (SSR) messages in PNRs, the Contractor shall notify traveler(s) of the changes to travel arrangements within 24 hours. Notification shall be by phone or electronic message (time permitting). If the Contractor is unable to contact the traveler, the Contractor shall leave a message at the traveler's phone number(s) and email address(es) as contained in the traveler profile sent in the PNR. The Contractor shall ensure all PNRs originated in DTS with schedule changes are placed on the outbound/polling queue. For those sites utilizing a contractor's GDS to make reservations, the Contractor shall ensure all schedule changes are placed on the Government agencies booking entities queue. 3.7. Travel orders/authorizations authorize official travel at Government expense. For electronic DTS generated authorizations, using the Reservation Module and an IBA or CBA as a form of payment; the CTO is not required to view a paper copy of the travel order/authorization prior to ticketing. Travel orders should be issued before travel begins unless an urgent and unusual situation prevents prior issuance. If official travel begins or is performed before travel orders are issued, the travel must be pursuant to oral, letter or message authority. For IBA/CBA transactions, issuance of tickets pursuant to oral, letter, or message authority must be authorized by an approving official and forwarded to the CTO to maintain as approval in the absence of the electronic signature as required by DTS for issuance of tickets. Refer to Section 6 for CTO Assist (traditional) travel not covered by DTS. 3.8. The Contractor shall at the request of official DoD travelers, provide LICWO travel services. The Contractor shall provide LICWO travel services to an individual on an official trip and to family members or others accompanying that individual when requested by the traveler. Because travelers are responsible for any costs that exceed the official portion of the trip, the Contractor shall not invoice the Government for any leisure reservations or services. The appropriate fee, as defined in the PWS, shall be charged to the Government for the official portion of the LICWO travel service request. The transaction fee for LICWO services shall be charged directly to the traveler. The Contractor shall segregate costs for official travel from the leisure travel costs. The Government contracted fare shall not be used for LICWO. 3.9. The Contractor shall only provide the following services for LICWO travel and shall not advertise, solicit, or sell any leisure travel services in conjunction with official travel other than the following specified services for making LICWO arrangements: • Point-to-point reservations and ticketing on scheduled common carriers for all modes of travel. • Rental vehicle reservations • Lodging reservations • Delivery of travel documents 3.10. The Contractor shall accept requests for LICWO travel in person for staffed locations, and by email, phone, fax, or via DTS. The Contractor shall, at a minimum, accept personal charge cards, cash, checks, and money orders in accordance with commercial practices for LICWO travel and shall process timely refunds to travelers as appropriate. 3.11. The Contractor shall not, under any circumstances, provide the traveler with a cash refund for a totally or partially unused ticket issued for official Government travel, or allow a credit based on a refund toward the purchase of personal travel. 3.12. The Contractor shall identify and cancel, when capable, all unused or partially unused e-tickets 30 days from the date of the last air travel segment and initiate the process for refunds. The Contractor shall immediately process refunds for paper tickets upon receipt. E-tickets refunds shall be processed upon notification of non-use. The Contractor shall assist the Government in research of unused tickets. Additionally, the request for refunds shall be provided to the Government Transportation Office via paper/electronic means. 3.13. The Contractor shall accept payment for official travel by all forms of the Government Travel Card (i.e., IBA, CBA, and Unit Cards). Additionally, the U.S. Government Transportation Requests (GTRs) shall be accepted IAW with industry standards or as specified in the General Service Administration City Pair Contract. For official hotel and rental car reservations, the Contractor shall accept IBA, CBA (Unit Cards), and personal charge cards. This requirement is subject to industry standards. 3.14. The Contractor shall make arrangements and or issue miscellaneous charge orders in accordance with industry standards for authorized excess baggage. The Contractor shall arrange for excess baggage as allowed by the carrier. The Contractor shall provide the traveler with pertinent information related to the booking of the excess baggage to include carrier rules and fees. The traveler shall make payment for excess baggage directly to the carrier by an IBA, cash or GTR in accordance with JTR/JFTR. 3.15. The Contractor shall make confirmed reservations for travelers requesting PCS duty travel accommodations to include travel of pets. The traveler will pay all costs for pet travel. 3.16. The Contractor shall make arrangement for the movement of DoD military working dogs. 3.17. The Contractor shall not issue a premium class (first class or business class) ticket at Government expense without receiving a signed or otherwise properly authenticated travel authorization specifically authorizing that class of service. Travelers are authorized to upgrade to business class at their personal expense or use frequent travel benefits. 3.18. The Contractor shall reimburse the Government for the cost of the difference between premium class travel (business or first class) and the lowest appropriate fare if business or first class arrangements are used without appropriate approval in accordance with DoD/Government travel policy. 3.19 The Contractor shall provide on-site staffing/site requested staffed office as definied in Attachment 1 (see staffed office definition) at sites identified by the Government. The Contractor is permitted to provide services to staffed location from other locations due to temporary absenses of staff not to exceed 15 business days or due to industry requirements from its staffed offices. 3.20. The Contractor shall assist customers, via telephone or in person, with travel related inquiries. Inquiries could consist of providing cost estimates for air, rail, car, or excess baggage. The COTR maintains preferred international routings and onward travel advice (OTA) in the GDS being used to assist travelers upon arrival at overseas destination airports and in proceeding from those airports to final destinations. The CTO shall insert the appropriate OTA in the itinerary. 3.21. RESERVED. 3.22. Government Access to the Contractor's Local Area Network (LAN) for CBA Reconciliation and Quality Control. The Contractor shall provide Government access to the contractor's LAN and back office for CBA Reconciliation in accordance with Attachment 7 through the use of contractor provided equipment, to include printers. The equipment provided shall be configured with GDS-like software and the versions of software, such as Windows and internet browser versions, currently in use by the contractor to perform their CTO functions. This equipment will be used by Government personnel for inspection and quality contraol purposes were identified in the PWS. The Government will also use the equipment to monitor the Contractor's compliance by checking fares, finding routes, reviewing reservations and checking itineraries by those offices identified in this PWS> The Contractor shall be responsible for the servicing and replacement of all provided hardware, if required, during the contract period. The Contractor shall upgrade hardware as deemed necessary; provide training and software release updates in accordance with PWS 3.24. Attachment 4 provides the quantity and the locations of the required access points and identifies the locations that require Government access to the contractor's back office in addition to the contractor's LAN. The Contractor shall adhere to any applicable industry standards and security procedure requirements in setting up the contractor provided equipment. Accordingly, the Contractor shall provide the Government applicable operating instructions for the equipment regarding security. 3.23. Global Distribution System (GDS) Terminals. The Contractor shall provide contractor owned GDS terminals, on the contractor's network/local area network, to be used by the Government for inspection/quality control purposes and for making reservations where identified in the PWS. The Government will use these terminals to monitor the Contractor's compliance by checking fares, finding alternate routes, reviewing reservations, checking itineraries and for making reservations by those offices identified in this PWS. The Contractor shall adhere to any applicable industry standards and GDS security procedures and requirements in setting up the GDS. Accordingly, the Contractor shall provide the Government applicable operating instructions for the system regarding security. The Contractor shall provide to the Government training and maintenance for GDS terminals. 3.24. Software Solution with GDS-like Functionality. The Contractor shall make available an alternative to the GDS terminal through a contractor owned terminal on the contractor's network/local area network, a commercial desktop application that provides functionality similar to a GDS terminal. The Contractor shall provide training and software release updates to the Government. 3.25.Satellite Ticket Printers (STPs) For Remote Ticketing. The Contractor shall provide installation, setup, training, connectivity, ticket stock, and maintenance for STPs. The Government will use the STP to print tickets at a location other than the CTOs. The Government will specify in a contract modification how many printers are required and where they shall be installed. The Contractor shall adhere to any applicable industry regulatory requirements. 3.26. For DTS transactions, the Contractor shall be required to use workaround solutions to ensure optimal customer service due to temporary system problems and charge the CTO Assist transaction fee. 3.27. Contractors shall have the capability to access all airline fares and schedules in order to ensure that the most economical airfare is available in accordance with DoD policy. This service shall be provided at the most economical cost to the Government. The Contractor shall take into account industry changes that affect revenue agreements between vendors i.e., GDS Fees, commission in their proposed fees. 3.28. When operating under a Management Service Fee (MSF) methodology, the Contractor shall retain all non-air commissions accrued. All air commissions accrued by the Contractor shall be provided to the Services and Agencies in the form of a monthly price reduction. 4. MANAGEMENT INFORMATION SYSTEM (MIS) REPORTING REQUIREMENTS 4.1. The Contractor shall provide accurate MIS information on all travel services provided. MIS reporting shall be performed in accordance with this contract; however, the Government reserves the right, pursuant to the Changes Clause, to establish additional or alternative MIS reporting requirements. See Task Order requirements (Attachment 23) for the current list of MIS reporting requirements under this task order. 4.1.1. Daily Sales Summary Report The Contractor shall submit on a daily basis, a Daily Sales Summary Report, to the QAE or their representative at each CTO manned location. In addition, one consolidated report, delineated by site, shall be provided to the LQAE, Service and Agency Headquarters and the COR monthly. The report shall consist of the following data items: invoice number, document number, traveler's name, gross amount, commission amount (if applicable), base fare, tax, total cash sales, total credit card sales and total daily sales. In addition, the daily report should also include the OBT vendor code. 4.2. UNUSED PAPER TICKET REPORT 4.2.1 The Contractor shall submit two unused Paper ticket reports titled Report 1 and Report 2. The frequency of Report 1 submission is identified in the Task Order Requirements (Attachment 4). If weekly, monthly, or quarterly reports are requested, the Contractor shall submit, via email, a Microsoft Excel report to the LQAE, Service and Agency Headquarters and the COR. The report shall consist of the following data elements: number of cancelled tickets; value of cancelled tickets; number of unused travel segments; value of unused travel segments; value of requested refunds; and value of refunds received. One report shall be generated listing each site in the Task Order. The report shall also include the total number of unused tickets on a weekly, monthly or quarterly basis as determined in the Task Order. The reports shall be submitted by the 3rd business day of the subsequent week for weekly reports, 15 calendar days after the end of each month for monthly reports, or 15 calendar days after the end of the quarter for quarterly reports. The frequency of Report 2 submission is identified in the Task Order Requirements (Attachment 4). If weekly, monthly, or quarterly reports are requested, the Contractor shall submit, via email, a Microsoft Excel report to the LQAE, Service and Agency Headquarters and the COR. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Airline, Date of Ticket Issuance, Airline Ticket Number, Fare Basis Code, Cost of Original Ticket, Date of Refund Request, Refund Value and Travel Order number (if available). One report shall be generated listing each site in the task Order. The report shall also include the total number of unused tickets on a weekly, monthly or quarterly basis as determined in the Task Order. The reports shall be submitted by the 3rd business day of the subsequent week for weekly reports, 15 calendar days after the end of each month for monthly reports, or 15 calendar days after the end of the quarter for quarterly reports. 4.3. UNUSED E-TICKET REPORT 4.3.1. The Contractor shall submit two unused E-ticket reports titled Report 1 and Report 2. The frequency of Report 1 submission is identified in the Task Order Requirements (Attachment 4). If weekly, monthly, or quarterly reports are requested, the Contractor shall submit, via email, Microsoft Excel report to the LQAE, Service and Agency Headquarters and the COR The report shall consist of the following data elements: number of cancelled tickets; value of cancelled tickets; number of unused travel segments; value of unused travel segments; value of requested refunds; and value of refunds received. One report shall be generated listing each site in the Task Order. The report shall also include the total number of unused tickets on a weekly, monthly or quarterly basis as determined in the Task Order. The reports shall be submitted by the 3rd business day of the subsequent week for weekly reports, 15 calendar days after the end of each month for monthly reports, or 15 calendar days after the end of the quarter for quarterly reports. The frequency of Report 2 submission is identified in the Task Order Requirements (Attachment 4). If weekly, monthly, or quarterly reports are requested, the Contractor shall submit, via email, a Microsoft Excel report to the LQAE, Service and Agency Headquarters and the COR. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Airline, Date of Ticket Issuance, Airline Ticket Number, Fare Basis Code, Cost of Original Ticket, Date of Refund request, Refund Value and Travel Order number (if available). One report shall be generated listing each site in the Task Order. The report shall also include the total number of unused tickets on a weekly, monthly or quarterly basis as determined in the Task Order. The reports shall be submitted by the 3rd business day of the subsequent week for weekly reports, 15 calendar days after the end of each month for monthly reports, or 15 calendar days after the end of the quarter for quarterly reports. 4.4. PREMIUM CLASS TRAVEL REPORT 4.4.1. The determination of report submission is identified in the Task Order requirements (Attachment 4). The Contractor shall submit a monthly report, via email, Microsoft Excel report to the LQAE, Service and Agency Headquarters and the COR. The report shall consist of the following data elements: Service/Defense Agency; organization; CTO; passenger name; Grade/Rank (Sponsor's name and Grade/Rank if applicable); passenger work phone (Commercial and DSN with area code); Org/Dest; mode (Airplane, Ship or Train), authorization number (if available), airline, airline ticket number, fare basis, date of travel, cost of original ticket, cost difference from YCA/lowest unrestricted coach fare. One report shall be generated listing each site in the Task Order. The report shall include the total number of premium class travel tickets on a monthly basis. The report shall be submitted by the 15th calendar day of each month and shall reflect travel performed during the previous month (e.g., the 15 January 2006 report shall represent travel performed in December 2005). 4.5. RESERVED 4.6. COMMERCIAL TRAVEL INFORMATION MANAGEMENT (CTIM) 4.6.1. For CTO Assist travel, the Contractor shall submit CTIM report requirements as specified in Attachment 6. For DTS Transactions, the Contractor shall submit CTIM report requirements only for data elements passed through DTS; 4.7. SUMMARY OF RENTAL CAR TYPES 4.7.1. The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. The report shall consist of the following data items: car type (compact); number of cars booked; and percentage of total cars booked by type. One report shall be generated per Task Order. The summary should also maintain a fiscal year tally of the above data elements. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.2. SUMMARY OF RENTAL CAR REVENUE 4.7.2.1. The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. The report shall consist of the following data items: supported site; total cars booked; total cars booked Fiscal Year to Date (FYTD); days booked; days booked (FYTD); rental cost; rental cost (FYTD); average daily rate; average daily rate (FYTD); average days booked; average days booked (FYTD); and a total for each category. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.3. TOP 15 RENTAL CAR VENDORS 4.7.3.1. The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR The report shall consist of the following data items: vendor ranked in order of usage; number of cars booked; and percentage of total cars booked. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.4. TOP 25 RENTAL CAR LOCATIONS 4.7.4.1. The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR The report shall consist of the following data items: vendor ranked in order of usage; supported site/location; number of cars booked; and percentage of total cars booked. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.5. SUMMARY OF COMMERCIAL AIR REVENUE 4.7.5.1.The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. The report shall consist of the following data items: CONUS/OCONUS; supported site/location; number of transactions; total monthly cost per supported site; average cost per passenger; savings compared to the lowest unrestricted coach (Y) fare for each supported site; total percentage of savings for each supported site compared to the lowest unrestricted coach (Y) fare; and a total for each category. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.6. TOP 25 COMMERCIAL LODGING VENDORS 4.7.6.1. The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. The report shall consist of the following data items: vendor name ranked in order of usage; number of bookings; percentage of each booking from the total of all bookings; and total number of bookings and percentages. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.7. SUMMARY OF COMMERCIAL LODGING 4.7.7.1 The Contractor shall submit, via email, a consolidated monthly Microsoft Excel report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. The report shall consist of the following data items: location; number of bookings; number of bookings (FYTD); percentage of total bookings; percentage of total bookings (FYTD); nights booked; nights booked (FYTD); total cost; total cost (FYTD); average daily rate; average daily rate (FYTD); and a total for each category. One report shall be generated per Task Order. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.8 AIRLINE COMMISSION REVENUE REPORT 4.7.8.1 The contractor shall submit, via email, a consolidated monthly airline commission revenue report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. One report shall be generated per Task Order. The report shall be submitted in accordance with established MSF billing cycle. 4.7.9 ITEMIZED ACTIVITY REPORT 4.7.9.1 The contractor shall submit a monthly itemized, summary, and refund activity report. The itemized section shall consist of the following data items: Government Transportation Request (GTR) or Travel Order Number (TO); Traveler name; Facility Number; Account Number; Invoice Number; Ticket Amount; Trip Date; Ticket Number; and Branch Number. The summary section shall consist of: Invoice Number; Passenger Name, Facility Number; Account Number; Travel Order Number; Airline and Routing; Ticket Number, Issue Date, Ticket Amount; Refund Amount, and Branch Number. The refund activity section shall consist of the following data items: Branch Number; Ticket Number; Invoice Number; Travel Date; Traveler Name; and Refund Amount Requested. The contractor shall itemize and summarize the report by each billing identification number or account number, subtotal, and overall total to permit travel costs charges to the proper office. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.7.10 AIRLINE SPEND REPORT 4.7.10.1 The contractor shall submit a monthly spend per airline report to consist of the total amount of spend per airline, monthly expenditure analysis, and the corresponding dates. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. 4.8. WORKLOAD DATA REPORT. 4.8.1. The Government may request workload data from the contractor on an annual, quarterly, or monthly basis. The Contractor shall submit, via email, a consolidated report delineated by location which shall be forwarded to the COTR/LQAE/QAE, Service and Agency Headquarters and the COR. Workload data elements include but may not be limited to the number of: • Gross number of Domestic air/rail tickets issued per site • Gross number International air/rail tickets issued per site • Gross number of air/rail tickets issued per site • Gross number of Tickets issued through DTS without CTO agent intervention per site • Number of Refunds, exchanges and voids per site • Percentage of overall transactions involving refunds, exchanges, and voids per site • Number of tickets issued electronically versus paper per site • Percentage of tickets issued electronically versus paper from overall transactions per site • Number of tickets issued for Leisure in conjunction with official travel per site • Percentage of tickets issued for Leisure in conjunction with official travel from overall transactions per site • Number of car/hotel bookings with air/rail ticket involved per site • Number of car/hotel only bookings (without an air segment) per site • Percentage of tickets issued utilizing CBA billing per site • Percentage of tickets issued utilizing IBA billing per site • Percentage of tickets issued utilizing GTR/LOPA billing per site • List of staffed sites • List of all individual supported sites 4.9. Ancillary Services Transaction Reports 4.9.1. The Contractor shall submit, via email, a monthly Microsoft Excel report to the DTMO The report shall consist of a numbered list for each transaction with the following data items: Passenger name; Date of ticket issuance; Ticket Number; and Site. The price for Ancillary Services may be paid for separately or spread over the estimated number of remaining transactions. If the price for Ancillary Services is paid for separately this report is not required. If the price for Ancillary Services is spread over the estimated number of remaining transactions, the report shall identify to the Government when the recovery of costs for the Ancillary Services is achieved. Once the costs have been recovered, a modification will be issued to reduce the transaction fee, as applicable. 4.9.2.The contractor may be required to provide travel data to a third party vendor. If this is required, pricing will be obtained in accordance with applicable procurement regulations. 5. REQUIREMENTS APPLICABLE TO TRAVEL MANAGEMENT SERVICES PROVIDED THROUGH DTS 5.1. For sites where DTS is implemented, the Contractor shall provide, in accordance with this PWS, travel management services through the DTS web portal in response to reservations and ticketing received through the DTS Passenger Name Record (PNR) Gateway System, and utilizing the traveler information contained therein. If the DTS is used to send an email request to the CTO, and no reservation has actually been made in the DTS system, then such email request is not a "DTS Transaction" and the "CTO Assist" transaction fee shall be charged. 5.2. The Contractor shall review the PNR within one business day of receipt. The quality control review shall consist of ensuring the auto-booked air, hotel, and rental car reservations are complete and coincide with airline arrival/departure times, as applicable unless otherwise directed by COR. The Contractor shall establish quality control procedures to ensure the most economical route is obtained upon receipt of the NCPM reason code located in the PNR which indicates that there are no GSA City Pair Fare markets awarded (See Attachment 27). The contractor shall utilize the applicable outbound/polling PNR comment (as outlined in the CTO Orientation and User's Guide) to document whether the traveler selected the lowest fare or the availability of a lower cost alternative to include the commercial carrier, date(s), departure and arrival times and cost savings. Travel arrangements must be consistent with DoD policy, service regulations and policy, JFTR and JTR, and consider alternate departure times and routes. Additionally, the Contractor shall establish quality control procedures to ensure that all reservations booked on all foreign flag carriers (excluding code-shares) are booked in coach/economy class. For those carriers that cannot be autobooked due to limitations of the contractors GDS, the contractor will receive a "long-sell" message or a comment requesting booking assistance in the remarks section of the PNR to manually book the reservation. When allowed by the carrier, air reservations are auto-booked, requiring no further action by the CTO. Seat selection is auto-booked, where applicable. For all DTS transactions in which travel is commencing within three business days or less from receipt of the authorization and that populates in the DTS urgent queue, the Contractor shall process the authorization without delay. 5.2.1. Upon receipt of new and amended PNR/reservation in the inbound and urgent queue, the Contractor shall complete the quality control review and place the PNR on the outbound polling queue. 5.2.2. The Contractor shall ensure the DTS Retention Line is not removed and included in the DTS PNR placed on the outbound queue. 5.2.3. When receiving a cancelled PNR/reservation in the inbound queue or cancel queue, the Contractor must verify all ticketed and un-ticketed segments have been cancelled. If ticket issuance occurred, the Contractor shall place the PNR on the outbound/polling queue and process the refund within one business day of cancellation. For those carriers that cannot be auto cancelled due to limitations of the contractors GDS or carrier requirements, within one business day, the contractor shall cancel reservations manually and record the cancellation confirmation numbers if provided by the carrier. In the event that confirmation numbers are not used or are unavailable, the Contractor shall document the name of the individual and date of cancellation. 5.2.4. Any reservations requiring multiple PNRs shall be placed on the outbound polling queue upon completion of processing all PNRs. 5.2.5. The Contractor shall place modified DTS PNR on the outbound/polling queue if the modification is prior to commencement of TDY. 5.3. The Contractor shall provide standard remarks in its DTS PNR that, as a minimum, include the Contractor's toll free assistance numbers for voice and fax, telephone number for collect calls, and instructions for return of unused travel documents. In addition, the Contractor shall include the following notations (as applicable) " air fare paid by IBA, traveler authorized reimbursement" or "airfare paid by CBA, traveler NOT authorized reimbursement" and any unique travel documentation that the traveler needs to be aware of. 5.4 The Contractor shall provide an itinerary and invoice to the traveler or Government Agency via email. If an email address is not available contractor shall fax itinerary and invoice to the traveler. The itinerary shall include the traveler's name, and all applicable routing information, e.g., carrier name, flight number, and reservation/confirmation numbers(s). The invoice shall include the aforementioned information as well as the method of payment (Individually Billed Account (IBA), Centrally Billed Account (CBA), or Government Transportation Request (GTR)), ticket number(s) and costs(s), transaction fee number and cost, the last four digits of the CBA/IBA number billed, and the total transportation charges to include ticket(s) and transaction fee cost(s). Additionally, the itinerary and invoice shall state: "If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense, if the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense." Additionally, the itinerary and invoice shall include the Contractor's toll free assistance number, rental car and hotel data as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documents. The Contractor shall include a statement on the itinerary indicating notification to the carrier of an excess baggage request. The contractor shall include the fare class of the ticket (i.e. coach class, business class, or first class) on the itinerary and the invoice. 5.5. Any Contractor proposed changes to the CTO PNR Configuration Parameters shall be submitted to the Government under a Change Request (CR) for evaluation. All PNR configuration changes shall be coordinated with the DTMO. The CR shall provide a detailed discussion of the changes, to include the identification of any associated risk (e.g. additional costs, systems impacts, etc.). 5.6. The Contractor shall adhere to the guidelines outlined in the CTO Orientation and User's Guide for storing airfares, accounting lines, and split ticketing for their global distribution system. (Attachment 25) 5.7. The Contractor shall register at least one primary and one alternate authorized caller per each site for the Government designated Help Desk 5.8. The Contractor shall report DTS problems encountered when processing DTS PNRs to both the COR and Government designated Help Desk. 5.9. The Contractor shall ensure their DTS profile contains the Other Supplemental Information (OSI) messages indicating the traveler is utilizing a Government or Military fare in the applicable airline format. In the event, DTS does not populate the OSI message(s) in the correct format or the OSI does not transmit to the airline, the Contractor shall apply the applicable OSI message(s) to the PNR and charge the CTO Assist Transaction Fee. 5.10. The Contractor shall ensure DTS profiles are free of GDS edits and credit card data. GDS edits that are activated only at time of ticketing are authorized. 5.11. The Contractor shall utilize D, E, F, and G, comments as outlined in the CTO Orientation and User's Guide. The comments should be used exclusively for communicating to DTS travelers and AOs regarding air, car, hotel, and rail reservations in DTS PNRs. 5.12. Upon issuance of commercial travel including all ticketed transactions and the POS fees, the Contractor shall place the PNR, to include the POS fee, on the outbound/polling queue. 6. REQUIREMENTS APPLICABLE TO CTO ASSIST TRAVEL MANAGEMENT SERVICES Once official travel arrangements have been made, tickets shall not be issued prior to the approval by the Passenger Transportation Office (PTO). No change to the official routing shall be made by the Contractor without the approval of the PTO. This does not preclude the traveler from arranging personal travel, authorized in conjunction with the official travel, directly with the Contractor by exchanging tickets issued previously for the official trip and paying any excess charges from personal funds. All requests for international travel will be forwarded to the CTO. When government air passenger service AMC Patriot Express operates between the city pairs involved, the CTO will forward the request to the PTO who will then determine whether or not government air is available. Naval Operational Logistics Support Center/Policy Branch (NOLSC/N53) will furnish the contractor with air AMC Patriot Express passenger routes and update as required. If government air is available, the government representative will book the government air and forward the reservation information to the CTO for booking any additional connecting commercial air/rail service and final preparation of the traveler's itinerary which will reflect the government air segment. When government air does not operate between the city pairs involved or the PTO determines government air is not available over a particular route, the CTO will arrange commercial air in accordance with Navy travel policies. Once international/transoceanic reservations have been made and the PNR established, the procedures for domestic reservations will apply. 6.1. The Contractor shall reimburse the Government for the cost of foreign flag carrier fare if appropriate approval has not been obtained in accordance within regulatory requirements. 6.2. Use of General Services Administration (GSA) city pair contact fares is mandatory unless one of the exceptions provided in the Defense Transportation Regulation (DTR) 4500.9-R applies. 6.3. The Contractor shall provide an itinerary and invoice to the traveler or Government Agency via email. If an email address is not available contractor shall fax itinerary and invoice to the traveler. The itinerary shall include the traveler's name, and all applicable routing information, e.g., carrier name, flight number, and reservation/confirmation numbers(s). The invoice shall include the aforementioned information as well as the method of payment (Individually Billed Account (IBA), Centrally Billed Account (CBA), or Government Transportation Request (GTR)), ticket number(s) and costs(s), transaction fee number and cost, the last four digits of the CBA/IBA number billed, and the total transportation charges to include ticket(s) and transaction fee cost(s). Additionally, the itinerary and invoice shall state: "If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense, if the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense." Additionally, the itinerary and invoice shall include the Contractor's toll free assistance number, rental car and hotel data as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documents. The Contractor shall include a statement on the itinerary indicating notification to the carrier of an excess baggage request. The contractor shall include the fare class of the ticket (i.e. coach class, business class, or first class) on the itinerary and the invoice. 6.4. The Contractor shall ensure the most economical route, consistent with travel regulations and policies are used. Rental car and hotel reservations shall be made in accordance with DoD regulations. 6.5. The Contractor shall offer complete car rental reservation services to include booking commercial car rental reservations to coincide with airline arrival/departure times utilizing the companies with which the Government has agreed upon Government car rental rates. 6.6. The Contractor shall advise the traveler, at the time of reservation, if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including time frames and other conditions. This information shall be specified on the itinerary and invoice. Any special requirements or restrictions (e.g., the shipment of weapons or military impedimenta) must be provided to the traveler. 6.7. The Contractor shall modify or cancel any Contractor arranged travel arrangements and record the appropriate cancellation confirmation numbers on the PNR if provided by the commercial travel supplier. 6.8. The Contractor shall indicate the appropriate non-use codes for City Pair flights in accordance with the Defense Transportation Regulation (DTR) 4500.9-R. 6.9. The Contractor shall provide advance seat assignment, and advance boarding passes in accordance with respective airline policies. 6.10. The Contractor shall negotiate with travel service suppliers for volume discounts or special fares and provide group travel support for 10 or more at no additional cost to the Government. The Contractor shall search multiple sources and offer volume discounts, including unpublished fares from the universe of subscribers and any special fares negotiated with travel service suppliers. The Contractor shall make travel arrangements for group travel in accordance with the Transportation Officer's or other authorized government representative's direction. 6.11. For group travel movement requests originated in DTS for two or more, the Contractor shall receive an email request from the Government requesting commercial reservations. Upon receipt of the Government's request for 10 or more, the Contractor shall, negotiate with travel service suppliers for volume discounts or special fares and provide group travel support at no additional cost to the Government. The Contractor shall search multiple sources and offer volume discounts, including unpublished fares from the universe of subscribers and any special fares negotiated with travel service suppliers. The Contractor shall make travel arrangements for group travel in accordance with TOs or other authorized government representative's direction. A CTO Assist Transaction Fee shall apply. 6.12. The Contractor shall arrange the movement of human remains when requested by the Government. 6.13. The Contractor shall assist travelers with enrolling in the frequent traveler programs and provide account numbers to the traveler service suppliers when reservations are made. 6.14. The Contractor shall make confirmed reservations for air/rail, rental car, ferry, and lodging as requested by the traveler and identified in the remarks section for reservations not auto-booked by DTS. The Contractor shall place the PNR on the outbound/polling queue. The Contractor shall ensure Other Supplemental Information (OSI) messages appear in the PNR in the format required by each airline advising that the traveler is utilizing a government or military fare. 6.15. If not automatically performed by DTS, the Contractor shall modify or cancel any Contractor arranged travel arrangements and record the appropriate cancellation confirmation numbers if provided by the commercial travel supplier. In the event that confirmation numbers are not used or are unavailable, the Contractor shall document the name of the individuals accomplishing the cancellation, as well as, the date. When receiving a cancelled reservation in the inbound queue or the cancel queue the Contractor shall place the PNR on the outbound polling queue. The Contractor shall provide to the traveler any cancellation or modification information via email. Additionally, the Contractor shall process prompt refunds IAW best industry practices. 6.16. RESERVED. 7. TRANSACTION FEES 7.1. A Point of Sale Transaction Fee or CTO Management Service Fee (MSF) will be used as the method of payment for the performance of this contract. 7.2. The Contractor shall charge the Government a fixed fee for each transaction under the Point of Sale Transaction Fee Task Orders. For sites where DTS is implemented, the Contractor shall pass the CTO transaction fee to DTS through the GDS/DTS interface. 7.2.1. For DTS transactions, the point of sale transaction shall be contained in the DTS PNR as a valid accounting line or in a PNR remark. The transaction fee remark shall be placed in the DTS PNR by the CTO using the remark qualifier, GDS format, and data elements provided in attachment 27. Transaction fee remark data elements shall include; the transaction type, fee amount, transaction fee number, and the type of Government Travel Charge Card (GTCC) used as payment. The contractor shall utilize a unique, numeric, thirteen digit transaction fee number, and shall not use the associated thirteen digit air/rail ticket number. Additionally, the transaction fee number contained in the PNR remark or PNR accounting line, and invoiced by the contractor; must match the transaction fee number provided on the GTCC vendor invoice. The transaction fee remark qualifier shall be used exclusively for passing transaction fee data through the GDS/DTS interface. 7.2.2. For CTO Assist transactions, the contractor shall utilize a unique transaction fee number and may not use the associated thirteen digit air/rail ticket number. Additionally, the transaction fee number invoiced by the contractor, and provided to the GTCC vendor; must match the transaction fee number provided on the GTCC vendor invoice. 7.3. The Contractor shall charge the Government a fixed amount per month for full performance of the contract requirements under the CTO Management Service Fee Task Orders. 7.4. For Point of Sale transactions, the Contractor shall charge the DTS transaction fee if the transaction does not auto-book due to the limitations of the Global Distribution System (GDS) being used by the Contractor, thereby requiring Contractor intervention to book the reservation. 7.5. For DTS Transactions, the Contractor shall apply a CTO Assist justification code at time of ticketing. The applicable transaction fee and justification code shall be contained in the DTS PNR using the remark qualifier and GDS format provided in Attachment 27. The below sample table reflects the codes and justifications. Additional codes may be introduced at the Task Order level during the contract period. (See CTO Fee Justification Table). 7.6. For DTS Point of Sale transactions, if the PNR does not contain all the data elements noted in Attachment 10, thereby requiring Contractor intervention to book the reservation, the Contractor shall charge the CTO Assist transaction fee. CTO Fee Justification Table Justification Code Justification/Reason A Traveler Requested Assistance - DTS 1 Air 2 Rail 3 Car 4 Lodging B Non-Auto-booked PNR 1 Air 2 Rail 3 Car 4 Lodging C Industry Driven 1 Air 2 Rail 3 Car 4 Lodging D COR Initiated 1 Air 2 Rail 3 Car 4 Lodging E CBA 1 Air 2 Rail NT No Touch (Code shall not be used by the Contractor) 8. RECONCILIATION AND BILL PAYMENT PROCEDURES 8.1. CBA reconciliation shall be performed in DTS once the CBA reconciliation process in the system is fully deployed. The reconciled information shall be electronically transmitted directly from DTS to the Government. 8.2. Unless otherwise specified in the task order, the PTO in conjunction with the Contractor shall perform CBA reconciliation for CTO Assist (traditional) transactions not originated in DTS. In the event DTS transactions are required to be reconciled by the Contractor the government will modify the contract to provide DTS reconciliation procedures. See Attachment 7 for additional CBA requirements and guidelines. 8.3. The Contractor shall provide research and other assistance, as required, to support the Transportation Officer, or other authorized Government official, in resolving reconciliation issues. This assistance may be required on CBA reconciliation issues both in DTS and outside the DTS. 8.4. If an IBA is the form of payment for Air/Rail ticket, the transaction fee shall be charged to the IBA, unless otherwise indicated in the Task Order. 8.5. If a CBA is the form of payment for Air/Rail ticket, the transaction fee shall be charged to the CBA as described in the Task Order, unless otherwise indicated in the Task Order. 8.5.1. For both CTO Assist and DTS transactions; the contractor shall ensure the point of sale transaction fee invoiced by the contractor and provided by the GTCC vendor; matches the transaction fee data provided on the GTCC vendor invoice. 8.6. If a GTR/LOPA is the form of payment for an air/rail ticket, the transactions fee shall be charged to the GTR/LOPA, unless otherwise specified by the Government. 8.7. If a GTR is the form of payment for an air/rail ticket the, transaction fee shall be charged to the GTR, unless otherwise specified by the Government. 8.8. For air/rail transactions, the Contractor shall not charge a fee for cancellations made prior to issuance of tickets. 8.9. The transaction fee for non-air/rail transactions shall be charged to the same form of payment used to reserve the arrangements. 8.10. In the event that the Government owes Prompt Payment interest to a vendor or other entity because of untimely processing of the CBA reconciliation by the Contractor, a formal request for prompt payment interest paid by the Government shall be submitted to the Contractor. The Government shall provide the Contractor sufficient detail to support their formal request. The Contractor shall be provided instructions for submitting payment (e.g., check in the amount of ($USD) payable to the U.S. Treasury Department). 9. ADDITIONAL SERVICES 9.1. Travel Services for DoD Support Contractors. 9.1.1. The Contractor shall offer travel management services for DoD Support Contractors via CTO Assist means only. All travelers shall be screened for proper DoD identification and be provided the same level of service as provided to Government travelers. The Contractor shall not provide Support Contractors with GSA City Pair fares. All charges for travel services shall be charged to the Support Contractor, not the Government. 9.2. Leisure in Conjunction With Official (LICWO) Travel. 9.2.1. The Contractor shall, at the request of official DoD travelers, provide LICWO travel services. The Contractor shall provide LICWO travel services to an individual on an official trip and to family members or others accompanying that individual when requested by the traveler. Because travelers are responsible for any costs that exceed the official portion of the trip, the Contractor shall not invoice the Government for any leisure reservations or services. The appropriate fee, as defined in the PWS, shall be charged to the Government for the official portion of the LICWO travel service request. The transaction fee for LICWO services shall be charged directly to the traveler. The Contractor shall segregate costs for official travel from the leisure travel costs. 9.2.2. The Contractor shall only provide the following services for LICWO travel and shall not advertise, solicit, or sell any leisure travel services other than the following specified services for making LICWO arrangements: • Point-to-point reservations and ticketing on scheduled common carriers for all modes of travel. • Rental vehicle reservations • Lodging reservations • Delivery of travel documents 9.3. Leisure Travel Services 9.3.1. The Contractor shall provide leisure travel services at locations where designated by the Contracting Officer at the Task Order level. 9.3.2. The Contractor shall not have exclusive rights to provide leisure travel services at locations within each Task Order. 10. Reserved 11. PERFORMANCE REQUIREMENTS 11.1. The Contractor performance areas are rated by determining an Acceptable Quality Level (AQL) of satisfactory or unsatisfactory. Performance ratings are assessed utilizing both the local level feedback by direct COTR and QAE observations that are supplemented by review of traveler comment forms and random sample survey data as available. 11.2. Satisfactory ratings indicate the Contractor is performing within the performance guidelines set forth in the contract. 11.3. Unsatisfactory performance ratings indicate the Contractor has not delivered travel services in accordance with the performance guidelines set forth in the contract. 11.4. Not every performance requirement is measured or has a performance standard. However, all performance requirements are expected to be met in accordance with the contract. 11.5. Performance Requirements Summary (PRS). The PRS describes the contract requirements considered critical to performance. The PRS establishes the standard for satisfactory performance, explains Government quality surveillance methods used to evaluate Contractor's performance, and describes the actions that the Government will take to assure satisfactory performance. See Attachment 3. 11.6. Customer Service. Random surveys and COTR and QAE observations will be conducted as outlined in PRS. For unsatisfactory performance, a DA Form 5479-R, Contract Discrepancy Report (CDR), will be issued. The Contractor will have 30 calendar days to correct all issues; if, within 30 calendar days, the Contractor's performance does not comply with the PWS, performance records will be documented and the Contracting Officer will take appropriate contract action. 11.7. Itinerary delivered by email, fax, or web. Random surveys and COTR and QAE observations will be conducted as outlined in PRS. For unsatisfactory performance, a Contract Discrepancy Report (CDR) will be issued. The Contractor will have 30 calendar days to correct all issues; if, within the 30 calendar days, the Contractor's performance does not comply with the PWS, performance records will be documented and the Contracting Officer will take appropriate contract action. 11.8. Delivery of Ticket. Random surveys and COTR and QAE observations will be conducted as outlined in PRS. For unsatisfactory performance, a CDR will be issued. The Contractor will have 30 calendar days to correct all issues; if, within the 30 calendar days, the Contractor's performance does not comply with the PWS, performance records will be documented and the Contracting Officer will take appropriate contract action. 11.9. Travel Daily 11.9.1. Travel Daily will be visually observed for both accuracy and delivery by the Government. The Government reserves the right to require the Contractor to correct all PNRs containing data errors. The Government shall return PNRs containing data errors to the queue designated by the Contractor for rejections. The Contractor shall make the necessary corrections and queue the corrected PNR within 24 hours of receipt. Note: for guidance on Travel Daily, refer to attachment 17. (See 4.5) 11.10. Commercial Travel Office (CTO) Monthly 11.10.1 CTO Monthly reporting will be visually observed for both accuracy and delivery by the Government. The Government reserves the right to require the Contractor to correct all files in error. The Contractor shall receive a monthly File Processing Report (FPR). The FPR shall provide details regarding the submission of CTO Monthly data to include the date the data was received by the Government, the number of records submitted, and the number of records with errors. The FPR reflects data errors, the Contractor shall access the ‘File Processing Report" folder which is located on the Secure File Transfer Protocol site to obtain details regarding the files in error. The Contract shall correct the records in error and submit the corrected records to the Government within 7 business days of receipt of the FPR. Note: For guidance on CTO Monthly reporting, refer to Attachment 6. (See 4.6) 11.11 CBA Reports. 11.11.1. Visual inspection by Transportation Officer, COTR/LQAE/ QAE observation and Accounting and Management Information System (AMIS) reviews will be an on-going process. For unsatisfactory performance, a CDR will be issued. 11.12. Timeliness. For all travel services provided, the Contractor shall answer the telephone in five (5) rings or less and the caller shall not be placed on hold for longer than three (3) minutes. After three (3) minutes, the caller's telephone number shall be annotated and a return call shall be placed by the Contractor to the caller within 60 minutes. 12. APPLICABLE POLICIES / REFERENCES DoD 4500.9-R Defense Transportation Regulation (DTR) DoD DIR 4500.54G Foreign Clearance Guide DoD DIR 4515.13R DoD Air Transportation Eligibility Regulation DoD DIR 5200 Security Requirements for Automated Information Systems (AIS) DoD DIR 5500.7-R Joint Ethics Regulation, Chapter 4 DTOD Defense Table of Official Distance (DTOD) JFTR Vol. I Joint Federal Travel Regulation JTR Vol. I1 Joint Travel Regulation OMB Circular No.A-130 Management of Federal Information Resources Public Law 100-235 Computer Security Act of 1987 DoD FMR 7000.14-R DoD Financial Management Regulations EOP 15-1 Exchange Operating Procedures SOFA Status of Forces Agreement for applicable Foreign Countries OPNAVINST 4650.15A Passenger Transportation Manual NAVSUPPINST 4650 Series Passenger Transportation Manual (Traditional Services)
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