Embassy Bucharest TMC RFQ (1).pdf

American Embassy Bucharest Romania

October 4th, 2024

To: Prospective Quoters

Subject: Request for Quotations number 19R01025-Q0002

Enclosed is a Request for Quotations (RFQ) for acquisition of travel management services.

If you would like to submit a quotation, follow the instructions in Section 3 of the solicitation, complete the required portions of the attached document, and submit it to the email address shown above.

We intend to award a contract to a responsible company who submits an acceptable and complete quotation at the best value for the U.S. Government. We intend to award a contract/purchase order based on initial quotations, without holding discussions, although we may hold discussions with companies in the competitive range, if there is a need to do so.

In order for a quotation to be considered, you must also complete and submit the following:

1. SF-1449

2. Section I, Pricing

3. Section 5 Representations and Certifications

4. Additional information as required in Section 3

5. Your company UEI (Unique Entity Identifier) number as proof of SAM Registration (required if your quotation is above $30,000)

Offerors shall be registered in the SAM (System for Award Management) database at https://www.sam.gov prior to submittal of their offer/proposal as prescribed under FAR 4.1102. Failure to be registered at time of proposal submission may deem the offeror’s proposal to be considered non- responsible and no further consideration will be given. Therefore, offerors are highly encouraged to register immediately if they are interested in submitting a response to this requirement (required for quotations above $30,000 in value).

Quotations must be submitted by email with the subject line "Quotation 19R01025-Q0002 Enclosed" to BucharestGSOProcurement@state.gov, on or before 16:00 on 28 October 2024 (Bucharest Time).

Quotations that are received after the deadline indicated above, for whatever reason, shall not be considered for evaluation.

http://www.sam.gov/ http://www.sam.gov/ mailto:Athensoffers@state.gov mailto:Athensoffers@state.gov

If you have questions regarding this solicitation, please submit them by email to my attention. All questions must be written in the English language and sent by email to: BucharestGSOProcurement@state.gov no later than 17:00 on 14 October 2024 (Bucharest Time).

Sincerely, John McDonald Head of Contracting Activity mailto:BucharestGSOProcurement@state.gov

SECTION 1 - THE SCHEDULE

• SF 1449 cover sheet

• Continuation To SF-1449, RFQ Number 19R01025Q0002, Prices, Block 23

• Continuation To SF-1449, RFQ Number 19R01025Q0002 Schedule of Supplies/Services, Block

20 Description/Specifications/Work Statement

• List of Attachments to Description/Specifications/Statement of Work, Government Furnished

Property

• Attachments

SECTION 2 - CONTRACT CLAUSES

• Contract Clauses

• Addendum to Contract Clauses - FAR and DOSAR Clauses not Prescribed in Part 12

SECTION 3 - SOLICITATION PROVISIONS

• Solicitation Provisions

• Addendum to Solicitation Provisions - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 4 - EVALUATION FACTORS

• Evaluation Factors

• Addendum to Evaluation Factors - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 5 - OFFEROR REPRESENTATIONS AND CERTIFICATIONS

• Offeror Representations and Certifications

• Addendum to Offeror Representations and Certifications - FAR and DOSAR Provisions not

Prescribed in Part 12

SECTION 1 - THE SCHEDULE

CONTINUATION TO SF-1449

RFQ NUMBER 19R01025Q0002

PRICES, BLOCK 23

1.0 DESCRIPTION

The Contractor shall at minimum provide travel management services to the U.S. Embassy Bucharest as described in this solicitation. The contract type is requirements type contract for all travel management services required by the agencies set forth in Section 30. The contract will be for a one-year period from the date to start services, set forth in the Notice to Proceed, with four one-year options to renew.

2.0 Transaction Fees and Commission Refund Process

2.1 Transaction Fee. The Government shall pay the Contractor a transaction fee based on a fixed rate per transaction for the issuance or modification of tickets and ensure any ancillary fees are in strict compliance with the FTR. See also Section 1, continuation of block 20, paragraph 2.0, Definitions, and paragraph 17.0 for further information on handling of transaction fees. See also paragraph 15.0 for a further description of Government Travel Charge Card, and Centrally Billed Account (CBA).

2.2 PRICING

A. VALUE ADDED TAX (VAT)

VAT should be excluded or refunded in accordance with applicable diplomatic exemptions.. When applicable, for reservations made for official business, the Contractor shall identify and separate taxes that may be exempt when a diplomatic exemption is applicable and apply such exemptions.

Value Added Tax (VAT) is not included in the CLIN rates. Instead, it will be priced as a separate Line Item in the contract and on Invoices. Local law dictates the portion of the contract price that is subject to VAT; this percentage is multiplied only against that portion. It is reflected for each performance period. The portions of the solicitation subject to VAT are only fees for local transportation.

2.2.1

Transaction Description Base Period Option Period 1

Option Period 2

Option Period 3

Option Period 4

Offline (Agent) Booking (Domestic/International Transaction Fee with Air, lodging or Car Rental) Hotel Booking fee not associated with airline ticket Car rental fee not associated with airline tickets Rail Booking Transaction fee

MINIMUM / MAXIMUM

Contract Minimum During the contract period (including options), the Government shall place orders for a minimum of USD 10,000.00 net. This is the contract minimum for whole period of performance for transaction fees.

Contract Maximum During the contract period (including options), the amount of all orders shall not exceed USD 181,500. This is the contract maximum for whole period of performance transaction fees.

TABLE OF CONTENTS

• 1.0 - Scope of Work

• 2.0 - Definitions and Acronyms

• 3.0 - Contractor Requirements for Providing Official Travel Services

• 4.0 - Contractor Priority

• 5.0 - Furnishing of Equipment/Property

• 6.0 - Space for Performance of Required Services

• 7.0 - Minimum Personnel Requirements

• 8.0 - Contractor’s Quality Control Plan

• 9.0 - Transition Requirement and Continuity of Services

• 10.0 - Deliverables

• 11.0 - Notice to Proceed, Period of Performance and Options

• 12.0 - Place of Performance

• 13.0 - Hours of Service

• 14.0 - Basis of Compensation to the Contractor

• 15.0 - Billing and Payment Procedures

• 16.0 - Refund Procedures

• 17.0 - Transaction Fee Procedures

• 18.0 - Security

• 19.0 - Government Approval and Acceptance of Contractor Employees

• 20.0 - Key Personnel

• 21.0 - Insurance

• 22.0 – Permits

• 23.0 - Task Order Issuance

• 24.0 - Requiring Activity and Participating Agencies

• 25.0 – Quality Assurance and Surveillance Plan (QASP)

CONTINUATION TO SF-1449

RFQ NUMBER 19R01025Q0002

SCHEDULE OF SUPPLIES/SERVICES, BLOCK 20

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

1.0 SCOPE OF WORK

1.1. The contract type is a requirements type contract for all travel management services required by the U.S. Department of State. The contract will be for a base period of twelve months, with four one-year options to renew.

The Contractor shall at minimum, provide travel management services to the:

• American Embassy in Bucharest, Romania

The corporate travel services that the Contractor shall provide include:

* Travel reservations, issuance and delivery of tickets for air, rail, bus and where possible, advance seat assignments;

Estimated number of bookings per year: 1,200.

* Reservations for lodging accommodations done without air ticket;

Estimated amount of reservation per year: 150

* Detailed travelers' itineraries invoices; Estimated amount per year: 1,200.

* Management information and billing reports derived from the booking database;

* Automated reconciliation of travel charges incurred through the Government's Centrally Billed Account credit card (CBA) accounts; Estimated amount per year: 1,350.

* Car rental fee; estimated amount per year: 20.

* Train booking fee; estimated amount per year: 20

Quantities in this contract are estimates only. The Government does not guarantee these estimated quantities and the contractor shall have no right to equitable adjustment if the estimated quantities are not ordered. If the quantities change, the unit price will remain the same.

The contract start date will be on 30 November2024 and continue through 30 November 2025 with four

(4) one-year options to renew.

1.2. Each of these items is discussed in detail in Section 1, continuation of block 20, paragraph 3.0, "Contractor Requirements for Providing Official Travel Services".

1.3. The Contractor shall also provide travel services and support for Government employees and their dependents requesting personal deviations from authorized itineraries associated with office, U.S.

Government-funded travel. An individual seeking a personal deviation from official travel is required to use the Contractor’s services to arrange the deviation if the Contractor is capable of ticketing using the common carrier(s) and fares(s) requested by the traveler. The Contractor may charge a const construct fee, personally paid by the traveler in addition to the transaction fee for the official portion of the travel. The Contractor shall post and publish the transaction fees associated with such service.

1.4. The Contractor shall also provide travel services for any individual sponsored by a participating agency under this contract, including personnel on temporary duty. Additionally, the Government is often called upon to assist U.S. citizens who wish to return to the U.S. The Contractor may be called upon to assist with the travel arrangements in such cases. The Contractor shall direct any question as to whether or not a service should be provided to a particular person, to the Contracting Officer or the Contracting Officer’s Representative.

1.5. Upon the request of employees or other persons with disabilities traveling on official business, the Contractor must arrange necessary and reasonable accommodations, including but not limited to airline seating, in-terminal transfers, ground transportation and barrier-free or otherwise accessible lodging.

2.0 DEFINITIONS AND ACRONYMS

Agency – U.S. Government activity at post, such as State Department, Foreign Commercial Service, or Foreign Agricultural Service.

ARC - Airlines Reporting Corporation. Website: https://www2.arccorp.com/

Authorized Itinerary – The:

• Lowest cost;

• Usually traveled routing;

• Between a traveler’s authorized origin and authorized destination.

• On the authorized date of travel (for travel that is date-specific);

• In the authorized class of service.

• Using the fare type (unrestricted or restricted) authorized.

• That complies with the GSA City Pair Program

• And complies with the Fly America Act, the US government travel regulations and the Mission Travel Policy.

Business Day - Monday through Friday, except holidays listed in Section 2, DOSAR 652.237-72, “Observance of Legal Holidays and Administrative Leave”, or provided to the contractor with Notice to Proceed.

BSP – IATA Billing and Settlement Plan

CBA - Centrally Billed Account. A Charge Card Account established by the General Services Administration. The Department of State has selected Citibank Visa Charge Cards. The contractor will provide the CBA via the GDS to the airlines such that the airline is the merchant for the air ticket cost. The contractor may only charge the CBA for transaction fees, not for airline tickets.

Commission - Amount paid to the Contractor by another entity not a party to this contract, such as an airline, hotel or rental car, for each airline ticket the Contractor books with that entity.

COR - Contracting Officer's Representative. See Section 2, DOSAR 652.242-70, Contracting Officer's Representative (COR)

Cost Construct – Travel that deviates from the authorized itinerary or authorized class of service. The Government will pay no more than the value of the authorized itinerary. A traveler-requested deviation from the date(s) of travel on their travel authorization shall not constitute a cost-construct unless, as a result of the date change, the base fare changes relative to the base fare of the authorized itinerary

DS-4022 – Exception Form for use of non-contract carrier DS-3093 – Exception Form for use of Foreign Flag Carrier DS-4087 – Exception Form for Premium/Business Class Travel

DSSR – Department of State Standard Regulations

Embassy – Refers to U.S. Embassy Bucharest.

Emergency - An unforeseen combination of circumstances that calls for immediate action. The term emergency includes, but is not limited to, disasters, forest fires, evacuations, floods, and civil unrest.

Federal Travel Regulation (FTR) - See 41 CFR Chapters 300-304. Chapter 301 governs travel and transportation allowances for Federal civilian employees. except for DOD personnel, who are subject to the JTR. The regulation can be accessed at website: https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr

Fly America Act - See 49 U.S.C. 40118. The Fly America Act requires Federal employees and their dependents, consultants, contractors, grantees, and others performing United States-financed air travel to travel by U.S. flag carriers. Details contained in 41 CFR 301-10.131 through 301-10.143 and 6 FAM 135.

GDS – U.S. Global Distribution System – used by travel agencies to reserve and ticket travel services.

Government - U.S. Government, including all participating U.S. Government agencies.

GSA - U.S. Government General Services Administration.

GTR - Government Travel Request issued on an electronic SF-1169 which is provided to a carrier or a carrier’s agent to procure passenger transportation services for the account of the U.S. Government. GTRs are used when an airline will not accept the CBA as the merchant. The GTR shall be used as a supporting document with the bill for the transportation charges.

Hotel and Motel Fire Safety Act of 1990 - Public Law 101-391, September 25, 1990. An Act to amend the Federal Fire Prevention and Control Act of 1974 to allow for the development and issuance of guidelines https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr concerning the use and installation of automatic sprinkler systems and smoke detectors in places of public accommodation affecting commerce, and for other purposes. Hotel and Motel Fire Safety Act National Master List - Places of public accommodation in the United States and its territories that meet the fire prevention and control guidelines under the Hotel and Motel Fire Safety Act. Current information is also available on the internet at http://www.usfa.fema.gov/hotel.

IBA – Individually Billed Account, certain travelers (primarily U.S. direct hires) may be eligible to hold a U.S. Government contractor-issued individually billed account (IBA), commonly referred to as a Travel Card. An IBA should be used to procure transportation for official travel only when a CBA cannot be used or when travel is of an unanticipated, emergency nature and arranging travel through a TMC, thus using a CBA, would prevent accomplishment of the purpose of travel.

Indirect Travel – Travel that deviates, in routing, from the routing of the authorized itinerary.

JTR – Military Joint Travel Regulations

Lowest Available Fare - Except for the constraints of the airline contract program described in Section 1, continuation of block 20, paragraph 3.2.2 and the Fly America Act, Section 1, continuation of block 20, paragraph 3.2.3, the Contractor shall book the lowest available fare in accordance with agency policy, if any, as expressed in the contract. If reservations made by the Contractor are not at the lowest available rate allowed, at the time of ticketing, the Contractor shall refund the difference to the Government.

Media - A broad spectrum of methods used to provide a permanent record of communications (examples include paper, Electronic Data Interface (EDI), electronic, optically stored media, computer disks, or any other acceptable method of available communication).

OBT – The Online Booking Tool is provided by CWT Sato using the “Get There” program

Official Travel - Travel that is paid for and/or for which the traveler is reimbursed by the Government.

Open Skies Agreement – The EU Open Skies agreement can be a valid exception to the Fly American Act.

Other Open Skies agreements are not as liberal as the EU agreement.

Personal Travel - Travel that is paid for by the employee/dependent and for which reimbursement will not be provided by the Government.

PNR - Passenger Name Records

Post – Embassy, consulate general, consulate, consular agency, presence post, branch office, or mission of the United States.

Premium Class Travel Report – Report, by agency, containing all Premium Class travel tickets issued by the contactor where the USG authorized Premium Class Travel

Refund - Ticket refund consists of the value of the ticket but does not include transaction fee or other service fee associated with issuing of the ticket. For billing purposes under this contract, a refund is not a separate transaction.

http://www.usfa.fema.gov/hotel

SOP – Standard Operating Procedures – Document provided by Contractor to Post detailing processes and procedures for service delivery of all contract requirements

Standard Carrier Alpha Code (SCAC) - Used by the Government to audit the Contractor’s billings. SCAC code may be obtained from the National Motor Traffic Association, Inc. 2200 Mill Road, Alexandria, VA 22314; telephone (703) 512-1800. The current cost is $28.00 ($24.00 to renew). The SCAC is only applicable if a GTR is used for payment.

Taxes and Fees - Charges for transportation imposed on travelers by other authority, such as U.S.

Government federal taxes, airport passenger facility charges.

Tenant agencies – Other U.S. Government Agencies assigned to a given Embassy Transaction - Issuance of a ticket for common carrier transportation, or changes to that ticket after issuance.

Other travel reservations associated with the travel under that ticket, including but not limited to, hotel reservations, car rental, and other traveler services, are not considered a transaction for purposes of charging a transaction fee.

Transaction Fee - Fee, charged by the Contractor, for issuance of a ticket for common carrier transportation or changes to that ticket, after issuance. Paragraph 17.0 addresses when a transaction fee may be charged for a transaction.

Travel Authorization - Document authorizing official Government travel. May also be referred to as Travel Order.

Travel Management Center (TMC) - A commercial travel firm under contract to US Embassy Bucharest that provides reservations, ticketing, and related travel management services for Federal travelers.

Travel Services - Transportation reservations, for all modes of transportation, issuance and delivery of tickets, itinerary and invoices, reservations for lodging and vehicle rental services; and ancillary support related to travel.

User- Friendly - Ease of use geared towards those with a rudimentary or limited knowledge of computer systems and operations. The knowledge base includes how to log on and off the system, simple menu-based functions in a typical graphical user interface Windows-like environment, (for example, as point and click functions such as file, open, close), simple one-step commands, such as search, print and save.

3.0 CONTRACTOR REQUIREMENTS FOR PROVIDING OFFICIAL TRAVEL SERVICES

3.1 ESTABLISHMENT OF A TRAVELER’S AUTHORIZED ITINERARY

3.1.1 Upon receipt of a travel authorization, the contractor is responsible for determining three possible options for the traveler’s authorized itinerary. The Contractor is not separately paid to establish the authorized itinerary since such work does not constitute a transaction under the terms of this contract. There is often a degree of subjectivity involved in the establishment of a traveler’s authorized itinerary, with an inherent tension between the principles of economy (lower cost) and efficiency (shorter or more convenient travel). The Contractor shall make authorized itinerary determinations that balance these principles in accordance with “reasonable person” and “prudent traveler” standards.

3.1.2 Any deviation from the authorized itinerary (other than a deviation in date that does not change the fare) constitutes a cost-construct. The value of the authorized itinerary determines the basis of any traveler-requested cost-construct. (Note: all indirect travel is cost-constructed, but not all cost-constructed travel is indirect.)

3.1.1.1 Should the traveler’s deviation from the authorized itinerary result in common carrier transportation costs in excess of the value of the authorized itinerary, the traveler is responsible for paying the difference prior to or simultaneous with the issuance of the ticket(s).

3.1.1.2 In cases when the value of the cost-constructed itinerary is less than the value of the authorized itinerary, savings accrue to the USG, not to the traveler or to the Contractor, and may not be used to offset any other expense, such as a Contractor-charged cost-construct service fee.

3.1.3 When a traveler disputes that the Contractor-established itinerary should constitute their authorized itinerary in accordance with USG travel regulations, the traveler may request a review by the GSO or Management Officer at the relevant post, who will either concur with the Contractor’s determination or identify an alternate itinerary that constitutes the traveler’s authorized itinerary. The Transportation and Travel Management division in Washington, DC has the authority to make a final determination regarding the itinerary that constitutes a traveler’s authorized itinerary

3.1.4 For traveler-initiated online bookings, the traveler is expected to select itinerary components that comply with the FAM, FTR, and/or JTR. The Contractor is responsible only for identifying non-compliant selections, such as those that result in lost savings, and for preventing the issuance of tickets for selections that would be inconsistent with the traveler’s authorized class of service, with the provisions of the GSA City Pair program, or with the Fly America Act.

3.2 TRANSPORTATION

3.2.1 The Contractor shall comply with mandatory Government programs for air travel. Except for the constraints of the “City Pair Program” noted below, and the Fly America Act, the Contractor shall offer the lowest available fare that complies with the agency’s mission requirements and the Mission Travel Policy, as well as check for lower fare at time of final ticketing. If reservations made by the Contractor are not at the lowest available rate allowed by policy, the Contractor shall refund the agency the difference.

3.2.2. CITY PAIRS PROGRAM

3.2.2.1. GSA has awarded contracts to certain airlines for reduced air fares between numerous city/airport pairs. The use of the contract air service (e.g., 'YCA', '_CA') fare types is mandatory for official Government travel (which includes all travel funded by the Government), unless the Government approves the use of non-contract fares under the exceptions specified in the FTR and 14 FAM 524.1. Note, use of the contract carrier offers a lower fare other than their YCA and /or CA fares, the use of the lower fares is permissible if the fare types selected are with policy. In domestic markets only, in cases of separate contract awards between specific airports in cities, the traveler may use the airport that best meets their needs without further justification. U.S. Government fares are loaded into every GDS as a passenger type. U.S. Government fares are not corporate fares. These contract fares may be obtained only by using a CBA, IBA or GTR as the form of payment for the ticket.

3.2.2.2. Promotional or other types of discount fares can be used on contract city/airport pair routes if they are offered by the contract carrier and are lower in cost than contract fares. Contract fares shall not be used for any personal travel, including those instances where portions of personal travel are substituted for a leg of an officially authorized trip.

3.2.2.3. There are a limited number of non-contract fares (YDG or similar), restricted to official Government travelers, which are obtainable only with a GTR, IBA, or CBA. Such fares can only be used when contract fares are not available or when offered by the contract carrier in that city/airport pair route at a lower cost than the contract fare. Valid FAM exceptions for pet travel are authorized.

3.2.2.4. When non-contract carriers offer restricted or unrestricted coach fares to the general public which are lower than the Government contract fares, the Contractor shall only use such lower fares on the application of exceptions contained in the current GSA Airline City-Pair Program. GSA contracts annually for air passenger transportation services between designated city/airport pairs. Since the contract is awarded annually the contractor must check the most current contract found on the GDS or on the GSA Website.

3.2.2.5. Restricted fares which provide for a monetary penalty for itinerary changes or flight cancellations shall not be used without the written consent of Mission Management, such as being noted in the Mission Travel Policy. When restricted fares have been authorized, the Contractor shall include a description of the applicable fare rules in the itinerary confirmation. The contractor shall reference the Mission Travel Policy and other Post resources.

3.2.2.6. As a last resort, the Contractor shall provide lowest unrestricted fare if no reduced fares are available, as the U.S. Government must use the lowest unrestricted or lowest restricted fare within policy without regard to particular fare bucket (e.g., if a B class fare is available and unrestricted, a Y class fare cannot be booked).

3.2.2.7. The airlines provide OSI entries to turn off ticking time limits for U.S. Government fares. U.S. fares generally require ticking 48-72 hours in advance per the fare rules.

3.2.3 The Fly America Act generally precludes use of non-US flag carriers, except as provided in the FTR, Foreign Affairs Manual, and 14 FAM 583.

3.2.4. The Contractor shall provide the Government with the reservation and ticketing services which industry practice normally accords corporate or private travelers, to include new and improved reservation and ticketing technologies. These shall include a 24-hour, toll-free number available to travelers to perform emergency itinerary changes and emergency services outside regular business hours. The Contractor shall be responsible for ensuring that any subcontractor providing such emergency service complies with all conditions of the contract.

3.2.5. The Contractor may only issue premium class tickets for which the Government will have to pay an additional amount when the accompanying travel orders provide authority for that travel. This does not apply to situations in which frequent flyer benefits will be used to obtain the premium class tickets. Premium class tickets reports are required to be given to the GSO.

3.2.6. Back-to-back faring, issuing round trip tickets for one way travel or hidden city ticketing and additional commission mark ups on all fares are prohibited under this contract.

3.2.7. The Contractor shall provide the traveler with advanced seat availability when made available by a carrier at no charge.

3.2.8 The Contractor shall adjust for any change(s) in flight schedules. Tickets and billings shall be modified or reissued to reflect these changes.

3.2.9 The Contractor shall make a timely effort to notify travelers of airport closings, canceled or delayed flights, if possible.

3.2.10 The Contractor’s air reservation system shall have the capacity to issue air tickets using any of the Government’s corporate or other discount rate codes.

3.2.11 The Contractor shall assist the travelers and liaise with the airlines for any change(s) in flight within the 24-hour period before departure time.

3.2.12 The Contractor shall maintain the ability to accept two forms of payment when executing cost construct travel.

3.3. LODGING

3.3.1. The Contractor shall provide lodging reservation services. These services shall include initiating and confirming reservations and confirming the rate at which the reservation is made.

3.3.2. Where the Government has agreements with hotels/motels for discount Government rates, the Contractor shall endeavor to obtain such rates for Government travelers. (Frequently these rates are capacity controlled.) If necessary to obtain Government rates, the Contractor shall call such hotels directly, rather than by toll-free numbers. The Contractor shall also make available to the Government any lower-priced, guaranteed corporate or other discount rates it has negotiated at these or other hotels. The Contractor shall also look for FedRooms Government Rates. The Contractor shall endeavor to book rates that are within the per diem amount for the traveler’s authorized lodging location unless otherwise requested by the traveler.

The Contractor shall identify any rate booked that exceeds the per diem amount by including a noticeable indicator on any travel document or itinerary

3.3.3. Final selection of accommodations rests with the traveler. If reservations made by the Contractor are not made at the lowest available Government rate, the Contractor shall refund the Government the difference. Since final selection of accommodations rests with the traveler, the reservations made by the Contractor shall be made at the lowest available rate that complies with the traveler’s request, or the Contractor shall refund the Government the difference. Lodging reservations for Federal Government employees on official business shall comply with the Hotel and Motel Fire Safety Act of 1990 (see Definitions). Selected lodging shall comply with the Hotel and Motel Fire Safety Act of 1990, if available, unless an exception is granted by the COR. As stated in the definition in paragraph 2.0, the Hotel and Motel Fire Safety Act of 1990 only applies to the United States and its territories.

3.4. RENTAL VEHICLES

3.4.1 The Contractor shall reserve commercial vehicles for Federal travelers, if requested. Defense Travel Management Office (DTMO) has negotiated Government discount rates on an unlimited mileage, flat daily or weekly basis with major rental automobile companies. Participating locations of these companies have agreed to make these rates available to civilian as well as military employees. These companies and their established discount rates are the first source for Federal travelers, as required by the FTR. Considering daily or extended rates, the Contractor shall reserve vehicles from these sources or, if no vehicles are available at Government rates, from other firms at the lowest total cost available to the traveler, which includes full loss/collision damage waiver (LDW/CDW), to the traveler.

3.4.2. Under the FTR, it is incumbent upon the traveler to be prudent in selecting the method of ground transportation that best meets the mission’s needs.

3.5 RESERVED

3.6 TRAVELER’S ITINERARIES AND INVOICES

The Contractor shall provide, in English, to each traveler a complete, electronic itinerary invoice document including, but not limited to the following:

• carrier(s), both marketing and operating;

• origin and destination common carrier terminals (airport or rail station) for each segment;

• flight or train number(s);

• if applicable, annotation that the traveler refused the contract or lowest fare offered;

• departure and arrival dates and time(s) for each segment of the trip;

• itemized statement of transaction fees;

• ticket numbers for all tickets issued;

• fare bucket booked for each flight (air travel only);

• PNR record locator (confirmation number) for both marketing and operating carrier(s);

• local and toll-free numbers (toll-free only if available in the country in which these services are provided) for both the servicing office and the after-hours emergency services location.

• name and address of lodging;

• nightly rate for lodging (both “base” [pre-tax] and fully encumbered [inclusive of tax and any mandatory fees imposed by a government or hotel/motel]);

• name of car rental provider;

• pick-up and drop-off locations for car rentals;

• If required by post, an official tax invoice;

This document shall be presented in a manner that is not readily editable, such as an automated document generated by a GDS. Easily modifiable documents, such as MS Word, are not acceptable.

3.7 TICKET DELIVERY

3.7.1. E-tickets shall routinely be provided no earlier than two days in advance of travel unless the Government requests otherwise or if earlier ticketing is required by the airline. The Contractor shall deliver tickets only to employees designated by the Government. Specific request for posts and other tenant agency policies will de detailed in the TMC Standard Operating Procedures. The Contractor shall provide e-ticket receipts with the Itinerary Invoice.

3.7.2. Travelers shall be provided an itinerary and confirmation number in advance of travel. The Contractor shall issue tickets for authorized travel in advance of travel and must have received an approval travel authorization to do so. In addition, to the itinerary invoice, the Contractor shall provide copies of all e-ticket receipts.

3.7.3 Tickets should include frequent flyer numbers if provided in advance by travelers. The Contractor’s air reservation system should securely store and automatically add those numbers to issued tickets.

3.8. MANAGEMENT REPORTS AND DELIVERABLES

The Contractor shall provide the Government with management information reports. As a minimum, the Contractor shall develop the following reports which shall be delivered within the time frames set forth in Section 1, continuation of block 20, paragraph 10.0: All ticketing level data is to be available to the Embassy or Department of State Travel and Transportation Management Division when requested.

3.8.1 RECONCILIATION REPORT OF TRANSPORTATION BILLINGS

3.8.1.1. The Contractor shall provide automated reconciliation of transportation billings charged through user agencies' CBA accounts. The Contractor shall use an automated accounting system with direct interface among the reservation, ticketing, and accounting elements so that all passenger reports and summary data are automatically generated from point-of-sale information. The accounting system shall also capture ticketing data not originating in the GDS. To facilitate automated reconciliation, the Contractor shall include the Government supplied fiscal data as a reference item when making charges to the CBA account. The Contractor shall participate in enhanced data transmission to the CBA card vendor when requested, at no additional cost to the Government.

3.8.1.2.Agencies participating in the Government’s charge card program have agency CBA accounts established with the charge card company. The Contractor will be provided with the CBA billing as a PDF or Excel file to perform automated reconciliation of accounts, The Contractor shall reconcile charges, no later than five (5) working days from receipt of the charge card vendor’s billing statement. The Contractor shall log the dates when the CBA invoice is received by each post and the dates when the reconciliation is submitted back to posts.

3.8.1.3 The Contractor shall deliver reconciliation reports and supporting documents to posts electronically. If a post requests, or the Contractor chooses, to deliver a hard copy in addition to the electronic copy, by courier or other means, the Contractor will pay the shipping, delivery, and customs charges.

3.8.2 MONTHLY SALES ACTIVITY REPORT

3.8.2.1. The Contractor shall provide a monthly summary of sales activity data. The Contractor shall prepare the report in accordance with the sample in Section 1, Attachment 2. This summary shall reflect all official sales activity for each Post and agency using the contract, whether the travel was purchased using GTR, IBA or CBA.

3.8.2.2 MONTHLY TRANSACTION FEE REPORT

3.8.2.2.1 The Contractor shall provide a monthly report based on the transaction fee schedule of the contract.

This report shall list all transaction fees to be paid by the user agency. The fees shall be broken down by agency, and by type of transaction, following the line items in the pricing portion of this contract.

3.8.2.2.2 Upon request of the COR, the Contractor will provide BSP reports listing all official travel tickets paid by the TMC as cash or credit card pass through to the airlines.

3.8.2.3 MONTHLY UNUSED TICKET REPORT

The Contractor shall provide a monthly report of all unused tickets from the previous 12 months.

3.8.2.4 ANNUAL PREMIUM CLASS TRAVEL REPORT

The Contractor shall provide an annual report of all premium class tickets issued in the previous 12 months, excluding tickets upgraded by travelers at their own expense or with their own frequent flyer miles. The report shall show the comparable coach class ticket fare for each itinerary, for comparison purposes.

3.9. COMMUNICATIONS SYSTEM AND EMERGENCY SERVICES

3.9.1. The Contractor shall provide service, Monday - Friday, compatible with the Embassy’s standard workday. Section 1, continuation of block 20, paragraph 13.0, below sets forth the normal working hours for Contractor personnel providing services under this contract. The Contractor shall provide web based technologies and or mobile applications for ticket and travel management, or at a minimum dedicated 24-hour, toll-free telephone service available to the travels that will allow immediate access to a reservation agent to perform emergency itinerary changes and ticket issuance outside regular business hours.

3.9.2. The Contractor shall be responsible for ensuring that any subcontractor providing 24-hour emergency service complies with all conditions of the contract.

3.9.3. In the event of emergencies (e.g., Presidential-declared disasters, forest fires, evacuations, floods, hurricanes, etc.), the Contractor shall maintain operations necessary to support the Government under this contract. This includes operating the office 24 hours a day as required by the Government responding to the emergency/evacuation and providing necessary delivery of tickets.

3.9.4. Telephone - The Contractor shall answer at least 80 percent of calls within 20 seconds and provide a recorded message for those calls not answered in 20 seconds. The recorded message shall be in English and shall give the traveler at least two options:

• to hold or

• to receive a callback; Return calls shall be made within one (1) hour.

3.9.5. The Contractor shall respond to e-mail requests within one business day, unless travel is scheduled on a weekend, holiday, or business day subsequent to the day of the request.

3.9.6. The Contractor shall be able to accept major credit cards (including Visa, MasterCard, and American Express) for payment of travel services. The airline is to be the merchant for credit card charges and not the TMC. The Contractor shall be able and willing to accept an EFT for payment of transaction fees.

3.9.7. Emergencies - The Contractor shall continue to provide services during emergencies or contingencies. In connection with evacuations or large-scale air movements of noncombatants, refugees or troops, the Contractor shall establish temporary office or expand existing services, as appropriate, to expedite travel (such as, Noncombatant Evacuation Operation missions). The Government will provide its own facilities during emergencies, as required.

3.10. Media - In addition to the required reports, the Contractor shall produce, within reasonable parameters, other management reports in formats and media requested from time to time by the Contracting Officer. To compile such reports, Contractor's back-office computer shall be capable of collecting all data from reservation and ticketing records in the format requested. The Contractor shall also have the capability to capture data for reports when the GDS is not operating and for airlines that do not subscribe to a GDS.

3.11. Project Management - The Contractor shall provide reservation agents, personnel and equipment necessary to assure that the highest quality of service is provided. The Contractor shall have the capability to make reservations and provide tickets at its servicing office(s) when its Centralized Reservation System (CRS) is not operating and when reservations cannot be made on an airline through a CRS.

3.12 eTravel SERVICE (eTS)

3.12.1 The eTravel initiative provides a web-based, end-to-end travel management service for use by all civilian Executive Branch departments and agencies of the Federal Government. The vendor currently supporting eTravel for the Department of State is CWT Sato Travel. Use of the eTravel Service (eTS) by Executive Branch agencies is established by policy and regulation. The eTravel Program Management Office ensure compliance with the policies, regulations, and use of the common Government-wide eTS.

3.12.2 eTravel Service Requirements – In support of eTS if the Contractor is offering an online booking tool, the Contractor shall ensure that services provided under this contract complement and support the eTravel Service (eTS) and its objectives in an efficient and cost-effective manner.

3.12.2.1 Work and exchange data with the eTS provider under contract with the Government. This may include interfacing/integrating with the eTS provider by providing contact information, telephone numbers, file formats/sample PNRs, open branch access/pseudo city codes; participating in subcontractor/teaming agreements; participating in training and/or meetings; non-disclosure agreements; synchronization and security requirements; etc. Unless otherwise mutually agreed to between the Contractor and the eTS provider, ownership of the PNR shall reside with the ticketing entity. Each eTS contractor’s standards for accommodating non-eTS travel agent service providers is provided at Attachment 1.

3.12.2.2 The Contractor must state its understanding that its services, products and processes offered must complement the eTravel Service (eTS) for all civilian agencies using the eTS. If the Contractor is offering an online booking tool in conjunction with its offered services, it must state its understanding that such a booking tool may only be offered to those agencies not participating in the eTS (in full or in part) and/or to those agencies not subject to the Federal Travel Regulation.

4.0. CONTRACTOR PRIORITY

The Government's official travel requirements shall be accorded the highest priority. The Contractor must ensure that non-Governmental travel considerations do not delay, impede, or frustrate the Contractor's timely effective processing of official Government travel.

5.0 FURNISHING OF EQUIPMENT/PROPERTY

5.1. The Contractor shall provide all necessary office equipment, furnishings, supplies, tariffs, major automated reservation and ticketing equipment, accounting software, computer systems, communication services, including facsimile capability, and related items necessary to conduct its operation to fulfill the contract requirements. The Contractor shall use automated reservation equipment, with the capacity to display all available fares, generate automated travel itineraries, issue advance boarding passes, and print tickets automatically.

6.0 SPACE FOR PERFORMANCE OF REQUIRED SERVICES

6.1 The Contractor shall be able to operate from Romania to be able to service the client’s local market and all other locations specified in Section 1. All expenses associated with offsite support are the responsibility of the Contractor.

7.0 MINIMUM PERSONNEL REQUIREMENTS

All Contractor personnel providing services under this contract shall be fluent in English as well as the local language and meet the following requirements. See also paragraph 20.0 below, “Key Personnel”, for requirements regarding Key Personnel.

7.1. Contractor's Project Manager – The Contractor shall provide a Project Manager who shall be responsible for the administration, supervision, and coordination of its Government operations. The Project Manager shall have experience in the management of travel services and shall have adequate authority to make decisions for the timely resolution of problems. The Project Manager shall coordinate closely with the

COR.

7.2. Site Manager(s) – The Contractor shall provide a Site Manager who is experienced in operating automated reservation and ticketing equipment to arrange transportation via all modes, lodging, and vehicle rentals. The Site Manager shall have supervisory experience with travel accounts and be experienced in operating the automated reservation and ticketing systems proposed for this account.

7.3. Travel Counselors/Reservationists - The Contractor shall provide full-time travel counselors/reservationists. The Travel Counselors/Reservationists shall have been trained in operating the proposed automated reservation and ticketing equipment. The Contractor shall provide qualified substitute personnel for absent permanent employees, when service levels are negatively impacted, as determined by the Government.

7.4. Other Personnel - The Contractor shall provide whatever other personnel are necessary to comply with the requirements of this contract.

7.5 Other Considerations – All Contractor personnel who provide services under this contract shall be acceptable to the Government in terms of personal conduct. Employment and staffing difficulties shall not be justification for failure to meet established schedules.

8.0 CONTRACTOR’S QUALITY CONTROL PLAN

8.1. General. The contractor shall ensure that the quality control plan includes regular reporting and compliance checks, as required by FAR 2.246-4 and DOSAR 652.242-70. The contractor should be required to submit periodic reports to the COR detailing performance metrics and any issues encountered.

The Contractor shall maintain procedures to continually monitor the quality of travel services, with the goal of providing and maintaining the highest level of customer service/satisfaction. These procedures shall ensure compliance with communication requirements, Section 1, continuation of block 20, paragraph 3.10 and include:

• an internal method for monitoring, identifying and correcting deficiencies in the quality of service furnished the Government and

• Quality Service survey form that addresses travel services to be furnished under this contract.

8.2. Specifics. The Contractor’s Quality Control plan shall outline procedures to ensure that the lowest applicable fares are obtained, and that the Contractor complies with contract city-pair fares. To ensure compliance, the Contractor shall, as necessary:

• make adjustments for any change(s) in flight, train, bus or steamship schedules;

• modify or reissue tickets and billings to reflect any changes;

• provide timely notification to customers of changes to tickets/itineraries, particularly those which occur after ticket issuance (e.g., fares, routing, delays, closings), and;

• provide courteous and prompt resolution of customer complaints.

The Contractor’s automated system shall assure reservation accuracy and lowest fares, and rebooking passengers at lower fares or reserving preferred seats if such fares or seats are not available at the first attempted booking. Additionally, the Contractor shall identify methods to check all tickets/itineraries for required data and lowest fares, to include those that cannot be checked through the automated system(s).

8.3. Within fourteen days of contract award, the Contractor shall furnish a Quality Service survey (questionnaire) to the COR for approval. The Quality Service survey shall include, as a minimum:

• measurement factors for prompt telephone response;

• courtesy and professionalism of Contractor personnel;

• reservation accuracy;

• ticket delivery and document accuracy, and;

• overall quality of service provided.

Additionally, the survey form shall identify the Contractor and provide space for customer comments. The Contractor shall periodically distribute these questionnaires to at least ten percent (10%) of ticketed travelers, but not less than twice a year. The Contractor shall make these responses available to the COR.

9.0 TRANSITION REQUIREMENT AND CONTINUITY OF SERVICES

9.1. The Contractor shall comply with FAR clause 52.237-3, "Continuity of Services", during any transition period.

9.2. The Government requires a smooth and orderly transition between the Contractor and the successor Contractor to ensure minimum disruption and avoid decline in service to the Government. Unless otherwise specified by the Government, the Contractor shall provide to the successor Contractor copies of all bookings and Passenger Name Records (PNRs) taken on or before the contract expiration date, for travel taking place after the expiration of the contract. In addition, the Contractor shall provide the successor Contractor with copies of all agency profiles and all Government traveler sub-profiles as well as all Government travel preference profile cards currently in possession of the Contractor, as directed by the Contracting Officer or

COR.

9.3. The Contractor shall book all requests it receives prior to the expiration of the contract regardless of the date of commencement of travel. Unless otherwise requested by the ordering agency, however, the Contractor shall not issue tickets for travel that commences later than two working days after the expiration of the contract.

9.4. For example, if a contract ends on Friday, the Contractor, unless otherwise requested, shall not issue tickets for travel commencing later than the following Tuesday.