Attachment 1 - Performance Work Statement (6-26-2025).pdf

Solicitation H9821025RE014

Attachment 1 – Performance Work Statement

Performance Work Statement (PWS)

Defense Travel Management Office (DTMO) Travel Assistance Center (TAC)

26 June 2025

Table of Contents

1.0 INTRODUCTION

2.0 BACKGROUND

3.0 SCOPE

4.0 REQUIREMENTS

4.1 Operate Travel Assistance Center:

4.2 Communications and Outreach:

4.3 Travel System(s) Support:

4.4 Standards of Service:

4.5 Program Management:

4.6 Reports:

4.7 Transition of Contract Services / Operational Transition Plans:

4.8 Post-Award Conference:

5.0 GENERAL INFORMATION

6.0 DELIVERABLES

7.0 CONTRACTOR TRAVEL

8.0 RECORDS MANAGEMENT

9.0 SECURITY

10.0 CYBERSECURITY

11.0 GOVERNMENT FURNISHED PROPERTY/EQUIPMENT/INFORMATION (GFP/GFE/GFI)

12.0 PLACE OF PERFORMANCE

13.0 QUALITY CONTROL

14.0 QUALITY ASSURANCE

15.0 ORGANIZATIONAL CONFLICTS OF INTEREST

16.0 APPLICABLE DOCUMENTS

17.0 PERFORMANCE REQUIREMENT SUMMARY (PRS)

18.0 MANDATORY TRAINING REQUIREMENTS:

APPENDICIES

Appendix A – DOD SERVICES AND AGENCIES:

Appendix B – DEFINITIONS AND ACRONYMS:

Appendix C – TAC CONTACT VOLUMES:

1.0 INTRODUCTION

The Defense Travel Management Office requires a Travel Assistance Center (TAC) to provide travel support across the Department of Defense (DoD). The TAC assists approximately 2.9 million DoD travelers and 40,000 Defense Travel Administrators (DTAs) through enhanced customer service across the spectrum of DoD travel. This support, to the Defense Travel System (DTS), commercial travel programs (GSA City Pair Program, US Government Rental Car/Truck Program, DoD Government Travel Charge Card (GTCC) Program, DoD Integrated Lodging Program, DoD Dining Program), and travel policy and regulation, includes, DTS users, travelers, authorizing/routing officials, DTAs, Travel Management Company (TMC) Representatives, Military Recruits, and others seeking DoD travel assistance. Travelers, authorizing officials, and DTAs shall be able to contact the TAC from any location worldwide, 24 hours a day and 365 days a year, via telephone, instant messaging / chat, electronic mail, and automated web-based tools (such as a ticket management system) to request assistance before, during, and after travel.

Chat is primarily supported during normal (Eastern Standard Time) business hours.

The TAC supports the DTMO’s Recruit Assistance Program, which provides 24/7 assistance to new recruits in all Military Departments to include the U.S. Coast Guard. The Recruit Assistance Program (RAP) is a mission critical support service designed to assist military recruits who encounter travel disruptions while en route to their assigned basic training locations. The contractor shall provide real-time telephonic support and logistical coordination to ensure recruits receive timely assistance in accordance with DTMO's standard operating procedures.

2.0 BACKGROUND

The DTMO serves as the focal point for commercial travel within the DoD. DTMO provides central oversight for commercial travel management; travel policy and, implementation; travel card program management, customer support and training; functional oversight for the DoD enterprise travel systems, currently known as the DTS which includes Department of Defense Online Booking Tool (DoD OBT) functionality; and allowance and entitlement program management. The DTMO partners with entities across the Government and private sector to maintain an in-depth perspective of the travel industry and to determine the best practices and standards for DoD travel.

DTS is a fully integrated, electronic/web-based, end-to-end travel management system that automates temporary duty (TDY) travel for DoD. DTS meets unique DoD mission, security, and financial system requirements within the guidelines of Federal and DoD travel policies and regulations. DTS is a DoD world-wide travel management system that allows travelers to access and review travel options, make travel arrangements that accommodate mission requirements, obtain authorizing official approval, submit travel vouchers, and receive payment/reimbursement.

Travelers access DTS to review available airline, rail, hotel, and rental car options, and to select the reservations that best meet their needs within Agency guidelines. The Operations & Sustainment (O&S) Contractor is under the purview of the Defense Manpower Data Center (DMDC) DTS Program Management Office (DTS PMO), provides maintenance, upgrades, and alterations to DTS under a separate effort/contract from the TAC.

DTMO Passport is a centralized access gateway to all DTMO commercial off-the-shelf (COTS) and government off-the-shelf (GOTS) applications with Single Sign-On access to multiple DoD commercial travel applications, enhancing application security. DTMO Passport is currently hosted within Oracle Cloud Instance. The Travel Explorer (TraX) application is hosted within

DTMO Passport and allows access to training courses, trip planner tools, and the DTMO Oracle Ticket Management System for help desk ticket submission to the DTMO Travel Assistance Center.

Note: Appendices include definitions, abbreviations, acronyms, and charts to show historical volume for reference.

3.0 SCOPE

The Contractor shall provide the personnel, management, and materials necessary to provide expert 24/7 Travel Assistance Support Services for federal information technology (IT) systems and programs developed, integrated and/or supported by the TAC. The Contractor shall provide all necessary personnel, management, facilities, incidental materials, administrative support, and technical services to meet the performance objectives of this PWS.

TAC services support the DoD travel mission, including: 1) Responding to DTS usage or system issues; 2) Supporting new system functionality requirements and DTS changes (and related testing/validation); 3) Coordinating the resolution of travel system related finance and accounting System Problem Reports; 4) Supporting TMC interface(s) with the DoD OBT; 5) TMC post conversion support; 6) Researching/Using Global Distribution Systems (GDSs); 7) Supporting travel initiated through external Order Writing Systems to DTS; 8) Coordinating with DoD financial/accounting system owners related to DTS integration issues; 9) Responding to questions regarding DoD commercial travel programs (as listed in the Introduction section); 10) Providing travel assistance to the Recruit Assistance Program; 11) Coordinating responses to users regarding Joint Travel Regulation (JTR) policy questions; 12) conducting meetings with senior service and agency travel administrators; 13) perform release testing of the DoD travel system;

14) conducting Outreach calls providing training and updates on the state of DoD travel to the DoD travel community . These are not the only services provided. A more expansive explanation is provided later in this PWS.

TAC support requires coordination with each DTMO Division as shown in the organization chart and explanation below:

• The Travel Programs Division manages the Government Travel Charge Card Program, U.S. Government Rental Car Program, Truck Program, DoD Bus Program Recruit Assistance Program, DoD Preferred Commercial Lodging Program, and DoD Dine Smart Dining Program.

• The Travel Systems & Support Division is responsible for functional requirements analysis and management of DoD travel systems and customer support, collection of DoD City Pair Program requirements, as well as Travel Management Company procurement services.

• The Policy, Compliance & Training Division is responsible for travel policy and travel regulations management, including the DoD Travel Policy Compliance Program. It is also responsible for managing DoD’s travel training resources.

Office of the Director

Travel Programs Division

Travel Systems & Support Division

Policy, Compliance & Training Division

Business Operations Division

• The Business Operations Division is responsible for strategic planning, enterprise performance management, data analytics, strategic communications, and oversees various administrative requirements. The division is also responsible for management of the DTMO’s Information Technology, including the DoD travel portal and the Commercial Travel Information Management (CTIM) data repository, which provides a business intelligence capability.

4.0 REQUIREMENTS

The Contractor shall:

4.1 Operate Travel Assistance Center:

Provide the personnel, processes, procedures, management, training and technology infrastructure necessary to operate a Travel Assistance Center 24 hours a day, seven days a week, and 365 days a year to support DoD travelers and administrators stationed around the world.

4.1.1 Provide the ability for travelers, routing officials, administrators for the travel system and other systems interfacing in the end-to-end processes to contact the TAC 1) Via phone; 2) Customer self-service e-tickets; 3) Alternate contact methods such as chat or instant messaging and document the contact via a ticket management system. Ticket information breakdown shall be provided to the Service and Agency level administrators with organizational and document data weekly. Ensure the TAC toll-free numbers are accessible worldwide (receive both Contiguous United States (CONUS) and Outside Contiguous United States (OCONUS) calls), and the TAC is accessible from Defense Switched Network (DSN) only phones.

4.1.2 Provide reference to existing travel-related processes and regulations to Travelers, Travel

Managers, Non-DTS Entry Agents, Routing Officials and other stakeholders. The Contractor will cite references and Local Business Rules.

4.1.3 Provide enterprise travel system technical knowledge and advice for travel-related processes, such as assisting with: 1) Completing or amending temporary duty travel documents (authorizations, vouchers, or local vouchers); 2) Existing transportation and/or lodging reservations; 3) Processing travel-related debts in accordance with established Government procedures; 4) Providing DTMO reference materials for commercial travel programs; 5) and Referencing GTCC program requirements and practices (such as application process, proper use for Temporary Duty (TDY) travel, lost card procedures, etc.).

4.1.4 Provide references to Travel Training Resources and resolution assistance for Post Pay Review or

Compliance Tool notifications, to DTS users.

4.1.5 Coordinate and consult with the DTMO Program manager to develop, implement, and maintain a TAC Concept of Operations (CONOPS). The CONOPS must define the overall approach and processes for the operation of the Service Center. The CONOPS, as well as major updates, shall be implemented only after the DTMO Program Manager approves. In addition to the overall approach, the CONOPS shall include:

4.1.5.1 General Operations/Contact Methods,

4.1.5.2 Customer Processes,

4.1.5.3 Ticket Handling Procedures,

4.1.5.4 Outreach and Notification Processes,

4.1.5.5 Overarching guidance on document access that defines the normal access process, identifies exceptions, and the specific authority of activities to be performed,

4.1.5.6 Configuration Management support related to Travel System Sustainment Tasks,

4.1.5.7 Abnormality reports and security concerns,

4.1.5.8 Continuity of Operations Plan (COOP) containing detailed information for executing TAC processes during service disruptions – providing steps and procedures to ensure no gap in service for the TAC (i.e., the TAC can still continue the 24/7 operation support.

4.1.6 Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally

Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS.

4.1.6.1 Assist with re-assigning (or deleting profiles based on DTMO guidance) users from one organization to another within the travel system (“Detach/Delete”) during emergency situations as approved by the DTMO Program Manager, and defined for each DoD component (Army, Navy, Defense Logistics Agency, etc.).

4.1.6.2 Coordinate with DTMO and the DMDC DTS-PMO for manually updating travel document statuses with financial obligations statuses (“Positive Acknowledgement or Reject Finance transaction 824”), when required due to system errors preventing automated status changes.

4.1.6.3 Submit required DTS Permission Level actions per government defined processes.

4.1.6.4 Develop, maintain, and apply during contract performance an expert-level knowledge (defined as exceeding the standards of service as referenced in Section 4.4) of:

4.1.6.4.1 DTS and its associated application/support tools,

4.1.6.4.2 The DTS Enterprise Web Training System,

4.1.6.4.3 Processes related to applications or tools including: DTMO Compliance Tool, Travel Explorer

(TraX), Travel Training Resources, and Government websites used for debt payment (pay.gov),

4.1.6.4.4 Travel system interfaces with TMCs, GDSs (to review Passenger Name Records), Order Writing

Systems, and DoD financial/accounting systems,

4.1.6.4.5 DoD Services (Air Force, Navy, USMC and Army), DoD Agencies, and the Coast Guard (only for the Recruit Assistance Program) (see Appendix List of DoD Agencies),

4.1.6.4.6 Structure of the Joint Travel Regulations,

4.1.6.4.7 Recruit Assistance Program policy and process/procedures,

4.1.6.4.8 Government travel charge card usage and program requirements,

4.1.6.4.9 DTMO Compliance and audit programs (Compliance Tool).

4.1.7 Procure and utilize a Ticket Management System (TMS) for ticket workflow, tracking, and escalation. The current TMS is Oracle RightNow which interfaces with the Government’s TraX system. The Contractor may utilize Oracle RightNow or a new solution but all systems must interface with TraX. The Contractor must procure the system and ensure at least 100 concurrent (Government and Contractor) personnel sessions have access to the TMS. Tasks within the TMS shall include:

4.1.7.1 Capturing each customer’s question and creating a new profile when a profile does not exist or is not found within the TMS and TraX at time of TAC contact.

4.1.7.2 The contractor shall use the TMS to record answers, direction, or any communication and assistance provided. All contacts must be documented in the TMS, even if the response and or resolution is immediate.

4.1.7.3 For tickets that require resolution beyond the TAC, route appropriately to DFAS, the DTMO or the DTS-PMO.

4.1.7.4 Establish, implement, and maintain procedures for ticket status management within the CONOPS.

The Contractor shall obtain DTMO Program Manager approval before implementing or changing ticket status management. Only the DTMO Program Manager, or designated representative may approve changes to ticket status management.

4.1.7.5 Ticket categories and descriptions, with historical volumes. As the travel assistance environment changes, new and revised ticket categories will be discussed, proposed, and established during the Quarterly Review, or designated work group meetings, as described in 4.5.7.

4.1.7.6 Transition, update, and action any open tickets not resolved and closed prior to the start of full performance. To ensure this is accomplished, the Contractor’s TMS must be fully operational for the start of full performance. The Contractor shall coordinate transition of open tickets from the prior contract / incumbent immediately at full performance to ensure that all necessary information transitions to enable timely updating, actioning, and finalizing tickets for customers.

Store all open records until closure, and retain the previous 15 months of closed records/tickets from the start of contract performance.

4.1.7.7 Record and store all tickets for a maximum of 15 months. Information will be used for quality reviews. It will also provide information on requested and/or escalated issues.

4.1.8 Procure and utilize an Automated Call Distribution (ACD) system. The current ACD is a cloud based NICE CXOne system. The Contractor may utilize NICE CXOne or another solution. The Contractor must procure the ACD system and ensure that it can handle a minimum of 100 calls at a time (active, hold, and incoming). In addition, the Contractor shall ensure that the current TAC phone number (888-435-7146 (HELP-1GO)) is used. The Contractor shall work with the incumbent Contractor for any coordination of the phone number to ensure uninterrupted service.

The Contractor must ensure the ACD and its personnel provide the following capabilities:

4.1.8.1 Inform caller on hold of other service options available (i.e., chat or instant message (IM), local level support, or self-help); and options to create a customer service e-ticket.

4.1.8.2 Inform caller on hold of expected wait time.

4.1.8.3 Provide callers with the option to release the call while retaining their place in queue (automatic call back functionality).

4.1.8.4 Offer callers menu options for routing to an Analyst.

4.1.8.5 Capability to track call metrics, such as: Offered calls, abandoned calls, percent abandoned, number of outbound calls, call length for all call types (inbound or outbound), average call length, work time (time spent in after call work), available time, occupied time, longest call held, number of calls and wait times by time increments to include chat.

4.1.8.6 Provide call system redundancy with back up Call Center capability with a Return to Operation

(RTO) of 10 minutes or less for any catastrophic disaster or service interruption as part of the

COOP.

4.1.8.7 Establish and maintain an Interactive Voice Recording (IVR) that directs customers to a specific workflow for assistance and includes situational messages such as alternate methods of assistance and communication on emerging high-volume system issues and the recommended system workaround.

4.1.8.8 The Contractor shall obtain DTMO approval before implementing any IVR messaging changes.

4.1.9 Establish and maintain accounts to systems that interface with or are impacted by the DoD travel system and travel programs including GDS, JIRA (change management tool), TMS, Passport/Trax, and DTS.

4.1.10 Provide the Government access to the ACD and Voice Recording Systems to assist with travel operations and for Quality Assurance and/or Quality Control purposes.

4.1.11 Develop and implement effective and efficient procedures for transferring issues to the next level for support (i.e., “escalation”).

4.1.12 Record and store all phone assistance calls for a maximum of 15 months. Information will be used for quality reviews. It will also provide information on requested and/or escalated issues.

4.1.13 Develop, maintain, and report a customer service feedback process.

4.1.13.1 Feedback process shall use an industry standard scale for a customer satisfaction score, approved by DTMO.

4.1.13.2 The concept, plan, and any feedback processes, such as questionnaires or surveys, must be coordinated with the DTMO government representative(s) and documented within the CONOPS.

4.1.14 Coordinate with the DTMO PM to establish procedures for assistance and coordination with travel suppliers (e.g., TMCs) and Government partners in support of customer travel processes, including:

4.1.14.1 Receive Cash Collection Vouchers, Paper check Return Notifications, Receive Cash Collection

Vouchers, Paper Check Return Notifications, and checks on the status of DoD GTCC EFT return status notifications from DFAS as a ticket through the ticket management system, and then send notification to the appropriate DTS users for resolution.

4.1.14.2 DTS “Document Lock” procedures

4.1.14.3 DTS “Detach” from organization requests, per defined/established component rules

4.1.14.4 Recruit Assistance Program

4.1.14.5 DFAS Post Pay Review Audit Notifications

4.1.14.6 Process/Place Passenger Name Records (PNRs) on queues.

4.1.14.7 Process imports/exports to or from the Reserve Centers.

4.1.14.8 Notify Finance Partners of outstanding transactions in DTS.

4.1.14.9 Assist in the processing of the DTS Centrally Billed Account (CBA) Module Reconciliation

Module.

4.1.14.10 These procedures will be approved by the DTMO Government Program Manager, or designated representative, and documented within the CONOPS.

4.1.15 The contractor will develop, document, and maintain all knowledge management documentation

(e.g., knowledge base entries, standard responses, business rules, quality tools, training materials, instructions, and other standard operating procedures). The contractor shall ensure that all documentation related to this requirement is complete and accurate. Upon request, the Contractor shall deliver to the Government all knowledge management documentation in electronic format.

30 days before the end of the contract period of performance and updated as necessary thereafter, the Contractor shall deliver the COR all information resources that the Contractor has generated or developed in the performance of this contract. Materials shall be delivered in their entirety without logos, emblems, or reservations of rights except as authorized by the contract clauses.

Information of any type or medium generated by the Contractor in performance of this contract may only be used to perform the contract. The contractor shall not use the information for any other purpose without the Government’s permission. The Government retains ownership of all databases, information, and other materials developed by the Contractor in support of the TAC.

4.2 Communications and Outreach:

4.2.1 Under DTMO direction, establish a reoccurring forum or method to inform key DoD enterprise personnel, such as Defense Travel Administrators and Senior Site/Major Command Travel Managers, of current system issues, relevant topics based on common issues, before-and-after system release information, and new travel initiatives/programs. During each Quarterly Review (see paragraph 4.5.7), the Contractor shall propose topics and dates for next quarter. The Contractor shall base suggested topics on emerging issues, cyclical or seasonal events, travel system(s) releases, and major Joint Travel Regulation (JTR) changes. If the Government approves the suggested dates and topics, the Contractor shall moderate the subsequent discussion or presentations, provide and use web-conferencing tools with phone capabilities, and promote attendance via regular postings and Rich Site Summary/Really Simple Syndication (RSS) Feeds.

The Contractor must use DoD Defense Information Systems Agency (DISA) web-conferencing software with a separate phone line. The Contractor must obtain DTMO approval before using or presenting any documentation.

4.2.2 Submit written recommended customer notifications to the DTMO Government Program

Manager, or designated representative, when potential high impact issues emerge.

Recommendations shall include target audience, issue, impact and any known workaround, plus known system fix timeframe or non-system related timeframe information.

4.2.3 Provide input into RSS Feed and Customer Service Notifications specific to travel system(s) unpublished downtime, outreach opportunities, and emerging common/widespread system issues/workarounds.

4.2.4 Develop and recommend solutions for common or high-volume system issues for review by the

DTMO government representative for review and posting on TraX or established location.

4.3 Travel System(s) Support:

Support the current software life-cycle sustainment by reporting, tracking travel system(s) and customer issues, and customer notification/responses.

4.3.1 Report enterprise-wide abnormalities, trends, and significant system issues to DTS PMO and

DTMO government representatives. Contractor will use existing Ticket Management System (TMS) Severity Notifications. Define all reporting procedures within the CONOPS. In conjunction, and as applicable, provide related “customer notifications” as described in 4.2.2.

Report within the following timeframes:

4.3.1.1 Immediately when system is down or there is a critical outage to a portion of the system (e.g., Reservations Module due to GDS outage), or other significant event with widespread impact or classified spillage/incident.

4.3.1.2 Within two hours when the system/processes are functioning, but with significant impairment; or with a critical issue that, although not causing an immediate stoppage, threatens long-term productivity; or there is a significant customer concern.

4.3.1.3 Within four hours when there is an important issue that does not have a present or significant productivity impact.

4.3.1.4 Within one business day when an issue is monitored but there is no further action required at the time (e.g., these would be instances of outages outside the control of DTMO or the TAC).

4.3.1.5 Within one business day when system anomalies are detected that do not impact DTS processing.

4.3.2 Run a check of critical DTS functions and all critical supported systems by 0700 Eastern Time

(ET) daily. This check includes systems that interface with DTS and have an impact on the functionality of its operations. Examples include GDS and interface issues, GTCC interface issues, GSA State Tax Except Link, Reporting Tools (e.g., report Scheduler and the DTS Business Intelligence Reporting Tool (BIRT), or any future report tool supporting the travel system(s)), Budget Reports, Enterprise Web Training System (EWTS) and indicate, with a pass/fail rating, whether each part of the system is operational. If failure occurs, notify the DTMO PM and the DTS Contractor immediately, and open a TMS ticket. Send a Daily Report which includes any action taken when a failure is identified to those on the established distribution list (provided by Government Program Manager or designated representative). Inform the Government according to the criteria in 4.3.1 and 4.2.2, as applicable.

4.3.3 Manage travel system workaround procedures and distribute to customers. The Contractor shall conduct internal quality review and ensure all workaround procedures are valid before the Contractor distributes the workaround procedures to any customers. The Contractor shall centrally manage/store all approved workaround procedures. As part of the management of workaround procedures, the Contractor shall maintain version control and applicable dates (for current and historical reference). The Contractor shall maintain workaround documentation that indicates whether a specific workaround is only for use by an Analyst and if the workaround will be published as a common workaround via the locations/communication methods in section 4.2.

4.3.4 Prepare and publish the DTS Software Information Management (SIM) Report monthly, to include known DTS System Problem Reports (SPRs), development of workaround procedures for issues, with prioritization and target release identified.

4.3.5 Develop, implement, and maintain the process for system issues escalation to DTS PMO/DTS

Contractor per an established procedure provided by DTMO Program Manager, or designated representative/DTS PMO.

4.3.6 Provide support for travel system changes and updates:

4.3.6.1 DTMO Program Manager or designated representatives will communicate all non- regular releases for upcoming new initiatives, regulation, or travel system changes. All regular, upcoming maintenance releases will be identified by the DTS PMO, typically during weekly sustainment team meetings. The Contractor shall use the information to prepare for a potential surge in contact volume and to give TAC analysts the opportunity to become familiar with the capabilities or travel policy changes being implemented.

4.3.6.1.1 Participate in pre-release verification testing of scheduled (1-3 per quarter) releases with the

DTMO and DTS PMO. Perform post-release verification testing of releases and out of cycle updates/patches.

4.3.6.2 Based on travel system release type, the Contractor shall complete verification of a release immediately after the software changes are introduced into DTS. Verification in this situation will be primarily focused on ensuring system capabilities remain operational, including the basic and advanced functionality related to the travel system modules surrounding the functional changes.

4.3.6.3 Within 90 days of contract award, develop and execute a verification plan for processes that are required before and after a software release has been implemented.

4.3.6.4 Submit DTS After-Release Reports to the DTMO government representative(s) all for travel system(s) releases, maintenance releases, off-cycle releases, or significant regulation/industry changes to show tickets received or created by subject categories for release or regulation changes or issues. Deliver daily report for two weeks (ten business days) following a regular maintenance release or longer if the release has significant degradation impact until the degradation is resolved. For other releases, deliver daily for two weeks (ten business days), or longer if a release involves a new significant initiative or changes and requires extended reporting as coordinated with the Government Program Manager.

4.3.6.5 Track DTS After-Release impact as reported by customers.

4.3.7 Maintain awareness of upcoming 1) DTS releases; 2) Projects; and 3) Initiative meetings by participating in weekly meetings and coordinating with DTMO PM on industry or regulation changes.

4.3.8 Maintain knowledge of all travel system(s) SPRs and as applicable, associate TMS tickets with a

Potential Problem Ticket (PPT) or SPR to provide accurate responses to users regarding system issues and assist in prioritization system issues.

4.4 Standards of Service:

Meet the Government’s expected level of service by satisfying the performance standards below;

track results based on internal metrics and customer feedback; develop and implement improvement plans based on those results and provide report/brief to Government Personnel.

Monitor services and performance trends for continued improvement.

4.4.1 Provide callers to the TAC with an estimated wait time and/or the option to leave a number or message for call-back within the first minute of entering call queue. The evaluation benchmark for call wait time to speak to a TAC analyst shall be 80% of calls answered within 3 minutes.

Those who request a call back shall be contacted in the same amount of time as callers that chose to remain in the queue. Vendor will provide a metric of successful contact rate.

4.4.2 The vendor is encouraged to present any new and emerging call center software, including and consistent with applicable law, Artificial Intelligence as it may become available for consideration to improve ongoing customer service and travel operations.

4.5 Program Management:

4.5.1 Establish a program management team of key personnel to ensure the consistent and effective delivery of services by Contractor personnel to customers.

4.5.2 Key personnel shall possess demonstrated knowledge and experience in travel enterprise assistance. The government requires key personnel to be dedicated to the TAC. The Contractor Program Management Team shall include, at a minimum, the following key personnel:

4.5.2.1 Program Manager – has the authority to act on behalf of the Contractor and to work directly with the COR and DTMO PM. The Contractor’s Program Manager shall possess at least 5 years of experience in program management managing a government contract.

4.5.2.2 Operations Manager– responsible for managing all aspects of call, chat, and customer service e-ticket operational support to the travel enterprise customers and assistance/support center interactions. The Operations Manager shall possess at minimum, 5 years of experience operating an assistance/support center with a multi-tiered, high-volume requirement of similar magnitude.

4.5.2.3 Helpdesk Manager - Travel System(s) Reservations– will ensure that the travel system(s) commercial reservations process is managed within contract standards and according to established CONOPS plans. Shall be responsible for leading/training/supporting the relevant analysts who will provide reservation support to travel enterprise customers. The Travel System(s) Reservation Helpdesk Manager shall possess at a minimum, 5 years of experience with DTS Reservation Module and supporting TMC processes, and 3 years of experience with Sabre

Performance Indicator Minimum Average Length of Call Not to exceed 7 minutes

First Call Resolution Percentage 80%

Self-Support First Contact Resolution Percentage

25%

Internal Quality Monitoring Average Report each month: Based on Quality Management Plan as approved by the Government

Overall Customer Satisfaction Not less than 4.0 on a 5-point scale

Call Wait Time Not to exceed 3 minutes, with no less than 80% of calls answered within that 3-minute timeframe.

Chat Wait Time Not to exceed 3 minutes, with no less than 80% of chats answered within that 3-minute timeframe

Average Callback Time Not to exceed 3 minutes, with no less than 80% of call backs completed within that 3-minute timeframe.

and Worldspan GDS use. Must have knowledge of the GSA City Pair Program, Fly America Act, and all regulatory areas related to commercial travel.

4.5.2.4 Helpdesk Manager - Travel System(s) Financial Support - will ensure that travel system(s) technical support for operational support processes are managed within contract standards and established plans. Shall be responsible for leading/training/supporting the relevant analysts who will provide technical support to travel enterprise customers. The Travel System(s) Financial Support Helpdesk Manager shall possess at minimum, 3 years of experience at the enterprise or DoD component headquarters/major command level with DTS Lines of Accounting/Budget Administration, Debt Management, Centrally Billed Account Reconciliation, Disbursing and Financial partners, and travel system(s) payments to include Scheduled Partial Payments and Advances. The Travel System(s) Financial Specialist will ensure at least one member maintains subject matter expertise of Centrally Billed Account transactions.

4.5.2.5 Helpdesk Manager - Travel System(s) Technical Support - will ensure that the travel system(s) technical support for technical/system processes are managed within contract standards and established plans. Shall be responsible for leading/training/supporting the relevant analysts who will provide travel system(s) technical support and relevant partner systems integration to the travel enterprise customers. The Travel System(s) Technical Support Helpdesk Manager shall possess at a minimum, 5 years of experience at the enterprise or DoD component headquarter/major command level with DTS Login, Certification Authority, Import/Export functionality, interfacing system deficiencies, system reports (Report Scheduler and BI Reporting Tool), establishing workaround procedures, and reporting system issues with documentation.

4.5.3 Develop, implement, and maintain a Project Management Plan (PMP) to describe the processes and strategies to manage the TAC. The PMP shall contain a minimum summary of the project’s organization, participants, roles, responsibilities, and reporting. Any major updates shall be approved by the DTMO Program Manager.

4.5.4 Develop and maintain internal business processes, tools and technical expertise to integrate all elements of the TAC requirements. The internal business processes will support and maintain an assistance center at the required level over the period of performance. Processes must include developing and maintaining established management procedures and processes to meet peak usage periods and manage spikes in call volume.

4.5.5 Develop, implement, and maintain a training program and strategy. Submit the program and strategy to the Government and implement after the Government approves. The program shall ensure TAC personnel (generalist and specialist) are travel subject-matter experts, possess acceptable customer service skills (oral and written, as applicable to role), understand military/travel/government terminology, and is knowledgeable with evolving issues that affect travel processes.

4.5.5.1 Provide training for new initiatives, system functional changes, and industry travel processes as required.

4.5.5.2 Provide a Personnel Training Plan to each TAC Analyst outlining this program and strategy.

4.5.5.3 Provide an update on personnel training status, gaps, and in-progress actions at the Quarterly

Review.

4.5.6 Complete the DTMO DTS and TMS Access Forms or specified systems access government form upon initial employment or changes to access, and submit to DTMO Contracting Officer’s Representative (COR) or government representative for review/signature.

4.5.6.1 Review DTMO DTS Access Forms quarterly to ensure the recorded access aligns with current system/tools access and report access granted to TAC staff for other applications/tools (if not included on DTMO DTS Access Form). Review during quarterly review.

4.5.7 Quarterly Review (QR):

4.5.7.1 Conduct a QR presentation according to this paragraph and as addressed elsewhere in this PWS.

4.5.7.2 Coordinate scheduled QR date(s) with designated DTMO Program Manager.

4.5.7.3 Provide a QR Report to the DTMO Program Manager, designated DTMO personnel, and the

DTMO COR.

4.5.7.4 Facilitate QR topics.

4.5.7.5 Present work completed and remaining, appropriate progress metrics, Quality Service Summary, issues and problems observed/to be resolved, list next quarter’s proposed outreach topics, and provide recommendations for improvements/changes. Also, provide a status report on staff capabilities and training in-progress, plus known gaps with solution timeline.

4.5.7.6 Send DTMO Program Manager and designated DTMO personnel the agenda and any request for additional topics two weeks prior to QR.

4.5.7.7 The DTMO Program Manager will determine the location for the QR and whether it will be in-person or virtual.

4.5.7.8 Send any documents or presentation materials four business days prior to the QR.

4.5.7.9 The DoD travel enterprise is a dynamic environment with changes to travel processes frequently occurring. As changes to assistance support are required to be compliant with process changes, these will be discussed and agreed on by all parties at the QR.

4.5.8 Within 10 days of the initial Transition Period of Performance (POP) start date, participate in

“hot-wash” meetings to discuss progress, outstanding actions, or issues that need to be resolved.

This will be scheduled by the DTMO Program Manager or designated representative and may occur during the first quarter on a daily, weekly or monthly interval, as required, and will continue until all training/operational issues have reached a steady state of performance.

4.5.8.1 Action items must be tracked, and meeting minutes shall be reported within 2 business days of the

“hot wash”.

4.5.9 Meet industry standards for quality, service, and IT security management with a certified/appraised Quality Management System (QMS).

4.5.9.1 The contractor shall possess and maintain current, and any equivalent updates/replacements, for

International Organization for Standardization (ISO) / International Electrotechnical Commission (IEC) for ISO 9001:2015, ISO/IEC 20000-1:2018 and ISO/IEC 27001:2022 certifications.

4.5.9.2 The contractor must detail the methodology and tools the contractor uses to support its ISO and other certifications in the Quality Manual (QM).

4.5.10 Develop, implement, and maintain a Quality Management Plan (QMP) consisting of a QM. The

QM shall consist of a defined control plan to:

4.5.10.1 Monitor analyst’s verbal and written customer assistance quality.

4.5.10.2 Ensure work conforms to the scope of work and ensure that the Government’s requirements are met.

4.5.10.3 The Contractor shall provide a method for conducting internal review quality inspections to ensure standards referenced in 4.5.9.1 are being met.

4.5.10.4 Identify, correct, and prevent problems/errors in the travel support service(s).

4.5.10.5 Address customer complaints and notify the DTMO PM if customer requests escalation.

4.5.10.6 Maintain quality levels and improve the quality of services over the life of the contract per the

Standards of Service as specified in paragraph 4.4.

4.5.11 The contractor must work collaboratively with the Government to present a unified, cohesive effort in delivering travel enterprise services to customers.

4.5.12 Contractor personnel do not represent the Government. They may not speak to the media or press regarding the TAC or its work supporting the travel enterprise without specific written approval from the DTMO Program Manager. The Contractor shall redirect all media or press inquiries through the Contractor Program Manager to the DTMO Program Manager who will coordinate with public affairs. Contractor personnel also shall not represent the government at any federal, state, or military meeting or event.

4.6 Reports:

4.6.1 Provide a Monthly Status Report with:

Summary of monthly events, Customer support summary, Operations summary, Customer feedback, issues and concerns, Provide Feedback with questions (PWS 4.1.13.2) and response summary, Monthly report detailing DTS SIGNED actions by analyst, and Metrics. The following metrics shall be delivered in Excel and a presentation chart format:

o Tickets Created by Source (Monthly, showing past 13 months with Total Year to Date (TYD) total and % for each source and Total Tickets Created for each month).

o Tickets Created by Service/DoD Agencies (Monthly, showing past 13 months with TYD total and % for each Service/DoD Agencies, and Total Tickets Created for each month).

o Tickets Closed (Monthly, showing past 13 months with TYD total and % for each method of closure, and Total Tickets Closed for each month).

o Average Ticket Response Time (Monthly, showing past 13 months).

o Average Ticket Resolution Time, excluding escalated tickets (Monthly, showing past 13 months).

o Total Call Volume: Inbound Calls, Outbound Calls, IVR Exited (Monthly, showing past

13 months with TYD total and % for each and Total Call Volume for each month).

o Call Handling: Directly Handled; Abandoned in Queue, Handled from Queue/Voicemail (VM) (Monthly, showing past 13 months with TYD total and % for each and Total Inbound Calls [Directly Handled, Abandoned in Queue], Total Handled from Queue/VM, and Total of previous two for each month).

o Longest Call time on hold, each week by queue during reporting month, and ad hoc as requested by DTMO.

o Average Inbound Calls by Business Day (Monthly, showing past 13 months).

o Average Wait Time by Hour of the Day (monthly showing previous two months).

o First Call and First Contact customer service (e-ticket) Resolution Percentage (Monthly, showing past 13 months).

o Average Wait Time to Connect (Monthly, showing past 13 months).

o Average Wait Time to Chat (Monthly, showing past 13 months).

o Standards of Service status.

4.6.1.1 The Government may revise the Monthly Report content, including reported metrics, during the

QR.

4.6.2 The Contractor will provide monthly financial/resource reporting for travel.

Travel: The Contractor will provide information to include Traveler's Name(s), Dates of Travel, Destination, Purpose for travel, and associated travel costs, and the financial status of the CLINs (e.g., funding applied, expenses incurred during current reporting period, total expenses to date, amount remaining).

4.6.3 Provide DTS After-Release Report for daily or weekly reporting, as required for initiatives or releases. Report must include tickets received/created by subject categories for release or regulation changes or issues.

4.6.4 Provide Data Call and Ad-hoc Reports in support of DTMO requirements. As required, a data call report will vary in subject matter and size/scope but will generally be of a time-sensitive request.

All information provided will be the most current and accurate as practical given the nature of the request. Cost and funding data will reflect real-time balances. Report will account for all planned, obligated, and expended charges and hours.

4.6.5 Provide Weekly TAC Report:

Summary of Top Issues, General Information, Operations summary to include Answered Calls, Tickets Created, and number of Chats.

4.6.6 Provide Weekly Recruit Assistance Program Report:

Summary of Top Issues, General Information, Operations summary to include Answered Calls, Tickets Created, and number of Chats.

4.7 Transition of Contract Services / Operational Transition Plans:

The contractor shall become familiar with performance requirements in order to minimize the impacts on continuity of operations and prepare for full performance of the contract within three months from the Period or Performance (POP) start date. During the transition period, the Contractor shall perform those activities that are necessary to transition work from the previous contractor in a manner that: (1) ensures that all work for which the current Contractor is responsible under the contract is continued without disruption; (2) provides for an orderly transfer of resources, responsibilities, and accountability from the previous Contractor; and (3) provides for the ability of the Contractor to perform the work in an efficient and effective manner.

The Contractor shall submit an Operational Transition plan for Phase-in and Phase-out services with its proposal and provide its first update no later than 15 calendar days after contract award to ensure minimum disruption to vital Government business. This plan shall propose and address how the Contractor will adequately transition work with the incumbent and/or successor contractor and Government personnel to ensure there will be no service degradation during and after the three month transition period. To minimize any decreases in productivity and to prevent possible negative impacts on services, the Contractor shall have all necessary personnel available during the transition period.

The Contractor is responsible for providing logistical support (office space, computers, telephone, etc.) during the transition period.

Contractor shall discuss the implementation of its initial phase-in transition plan, including an itemized/detailed listing of specific transition activities to be accomplished with start/finish dates (timetables) and planned efforts to ensure the Travel Assistance Center is up and fully operating on day one of contract start (following the three month transition period).

Transition ends and contract full performance occurs at 12:00 am on the first day of full performance. The contractor shall meet contract requirements starting on this day and time to ensure uninterrupted 24/7 support. The Contractor shall ensure that its phone system and TMS are ready and fully operational at this time for uninterrupted service.

4.7.1 Length of Transition Period: The Contractor has three months to assume full responsibility for services of the Travel Assistance Center.

4.7.2 Phase-in: The Plan shall include a detailed plan for transition phase-in that would support a smooth transfer of responsibility from the incumbent contractor. It will include a logistics plan to accomplish all phase-in activities in sufficient time for the phased-in performance requirements under the new contract. The plan will detail the Contractor’s implementation approach to include a schedule identifying all known and foreseeable phase-in activities to be accomplished. The plan shall include a schedule of major work activities and at a minimum shall address the following:

4.7.2.1 Detailed communication process between Contractor, previous Contractor, DTMO Program

Manager, and COR.

4.7.2.2 Identification of major transition work activities and associated milestones, including facility setup, service connectivity, account setup, phone system and TMS setup, and any other activities the Contractor determines necessary.

4.7.2.3 Detailed technical approach for ensuring minimal impacts to the continuity of operations and establishing account access to required applications.

4.7.2.4 Detailed process for receiving and processing existing Open tickets submitted through the Ticket

Management System, Chat, and Self Support.

4.7.2.5 Detailed process for maintaining historical ticket records of previously submitted and processed tickets in the government provided Ticket Management System.

4.7.2.6 Detailed process to ensure minimal impacts to call volume while transition of phone system occurs.

4.7.2.7 Risks and assumptions associated with the transition of the support services.

4.7.2.8 Personnel staffing plan including key personnel and staffing through full operational capability.

Key Personnel must in place on Day One of transition period. All staff need to be trained by end of transition period and ready to answer calls/chats.

4.7.2.9 Identification of security transition activities and obtaining approvals for required access and on any relevant security documents.

4.7.2.10 Timeline for ensuring programs, plans and procedures are completed and in place within three months of transition and target notification date to notify the COR in writing that the Contractor is ready to assume full responsibility for all work under this contract.

4.7.2.11 Participate in coordination meetings with DTMO PM as required during transition.

4.7.3 Phase-out: The Plan shall include a detailed plan for transition phase-out. Prior to the period of performance (PoP) expiring, the Contractor will assist with the transition to the inbound TAC services provider. Contractor must submit to DTMO for approval, a detailed plan regarding the transition of the TAC services from incumbent Contractor to the future TAC services provider 180 calendar days prior to PoP expiration. The plan, at a minimum, will include a timeline and discussion concerning how the users will receive uninterrupted services and any additional requirements relating to the transition phase.

4.7.4 Authorized Personnel and Points of Contact: The Plan shall clearly define all Contractor personnel holding authority to sign for transfer of operations.