GSA Shared Service Solution Travel Management Company (TMC) Strategy.pdf

General Services Administration (GSA)

Issuing Office: GSA, FAS, Travel Acquisition Support Branch (QMACB) Agency Contact(s): Contracting Officer (CO), Jackie Davis; jaclyn.davis@gsa.gov

GSA Shared Service Solution Travel Management Company (TMC) Strategy

Request for Information (RFI) # 47QMCB23N0012

Issue Date: Sept 12, 2023

Industry Day: Sept 20, 2023

Questions / Comments: NLT Sept 22, 2023

Responses Due: Oct 5, 2023

U.S. General Services Administration

1 Introduction 3

1.1 Background 3

1.2 Purpose of this RFI 3

1.3 Accommodated TMC Model 3

2 Information Requested 4

2.1 General 4

2.2 Service Performance 5

2.3 Technology 5

2.4 Operational and Account Management 7

2.5 Airline and Hotel 7

2.6 Hotel and Air Reshopping 8

2.7 Other 8

3 Submission Instructions and Formatting Requests 10

3.1 Questions/Response Due Dates 10

3.2 RFI Submission Information 11

1. INTRODUCTION

In 2022, GSA Federal Acquisition Service (FAS) was designated by the Office of Shared Solutions and Performance Improvement (OSSPI) as the Governmentwide shared service provider for the Travel & Expense (T&E) service area. As the designated Governmentwide shared service provider, FAS’ Office of Travel, Employee Relocation, and Transportation, E-Gov Travel Services Next Generation (ETSNext) Program Management Office (PMO) serves as the manager and expert partner between industry and agencies for the provision and management of Governmentwide T&E services. The PMO guides agencies to identify areas of commonality, eliminate duplicative processes, and operate within a unified management model. The PMO will lead all aspects of the T&E shared services including the T&E Technology Managed Services.

As part of GSA’s overall Travel Management Company (TMC) strategy, the ETSNext program will be sponsored by GSA and approximately 50 Federal agencies are expected to use GSA’s Federal Supply Schedule (otherwise known as the Multiple Award Schedule (MAS) Program) or open market solutions to award Blanket Purchase Agreements (BPAs) or Task Order for TMC services in support of ETSNext.

1.1 BACKGROUND

GSA provided all Federal civilian agencies with a framework to procure and utilize TMC services since 2003. The ETSNext PMO is working to design, procure, and implement improved travel technologies and services to the Government. GSA anticipates a single award to an ETSNext contractor) for the technology platform, including online booking, authorizations, and vouchers/expense reports, and managed services. As part of the strategy, GSA expects that Federal agencies will separately contract for TMC services.

ETSNext is expected to begin implementation with a limited number of Federal agencies in late 2024 and complete all implementations by June 2027.

1.2 PURPOSE OF THIS RFI

The purpose of this RFI is to assist in a comprehensive strategy for TMC services across the Federal Government to improve the TMC acquisition and contracting processes, travel services, technologies, and efficiencies.

This RFI is issued to provide TMCs with an opportunity to provide insight on ways to improve the TMC acquisition and contracting processes and educate the Government on commercial TMC practices.

The questions that follow are specifically about TMC services and products.

Please respond with as much information as possible. Your feedback is very important, and GSA will consider all feedback when designing the TMC requirements and anticipated TMC services acquisition strategy.

1.3 ACCOMMODATED TMC MODEL

In the second generation of E-Gov Travel Service contracts (known as ETS2), agencies can choose between two (2) TMC procurement models: embedded or accommodated. Under the embedded model, agencies selected a TMC providing services as a subcontractor to the ETS2 contractor. There is no direct contractual relationship between the agency and the TMC. The embedded procurement model is being eliminated under ETSNext. Under the existing accommodated model, agencies procure TMC services separately from their ETS2 provider.

Benefits of the accommodated model are:

● Agency maintains the contractual relationship with the TMC and can manage the performance of the TMC and the services provided.

● Agency benefits from the latest travel services provided by the TMC.

● Accommodated TMC awards allow for small-business set asides, which supports small business spending to meet Government requirements.

● Optimizes cost savings for TMC fees (ticketing fees) and motivates traveler behavior.

TMC accommodated pricing offers significant savings by driving travelers to the preferred practice of online bookings.

● Directly aligns with Government-wide Category Management goals of Spend Under Management, increased cost avoidance, and no contract duplication by utilizing a Tier 2* contract that supports small business.

● Drives competition and further savings.

*Tier 2: Spending managed at Government-wide level through multi-agency or Government-wide solution

2. INFORMATION REQUESTED

Respondents are free to adapt their response to best address any recommendations and/or solutions. Respondents are encouraged to review the attachment (TMC Data Elements) prior to formulating a response. GSA also encourages industry responses providing information on industry best practices, commercial practices, and the services you are able to provide.

2.1 General:

1. What information do you need to respond effectively to a solicitation for TMC services?

2. What is the minimum lead time you need to respond to a solicitation? Please note how much this time will vary by complexity (agency size, number of traveler profiles, international travel, etc.), if possible. Also provide a response for both a Task Order for a MAS solicitation as well as a call off of an established BPA (if there is a lead time difference).

3. Describe your typical implementation approach with customers.

4. What is the amount of time you need from award to go-live for implementation? Please note variables (agency size, number of traveler profiles, international travel requirements, process and policy complexity, etc.), and how this will impact your implementation timeline.

5. What are your biggest challenges with the current Multiple Award Schedule (MAS) SIN 561510 - Travel Agent Services Scope of Work, that if modified or simplified would make it easier for you to service the Government? What modification would you like to see to the scope of work? Is your company currently on the MAS?

6. What barriers exist to work with the Government that are different from working with commercial clients?

7. Have you encountered a Government agency request that requires the TMC to finance travel for accommodations by paying the supplier and then billing the Government? If yes, please comment on how this process could be improved.

8. How can the Government make the process less cumbersome for TMCs to respond to an agency solicitation? For example, would a list of requirements template with a yes/no response be helpful? What other suggestions do you have? How do you respond to commercial opportunities for travel agent services? Please provide a sample contract.

9. What can the Government change that will make it easier to do business with the Government?

10. What is the total air volume of your largest current customer? Is this volume all in the United States, or global?

2.2 Service Performance:

1. What performance/service metrics do you use commercially (e.g., % of calls answered in X seconds, average speed of answer (ASA), abandonment rate, etc.) by channel (e.g., phone, email, chat) and what are typical standards/targets by channel?

2. Are you able to separate the service metrics by client?

3. What happens commercially if performance/service metrics are not met? Are there financial penalties and if so, what are they typically? How much time is typically given to correct TMC performance issues?

4. Do you have an email management system that can measure your email response time?

5. What core hours of service do you recommend? If a Federal agency has specific requirements that require extending the core hours, can you increase these hours?

What additional hours can you commit to?

6. Please propose the right Service Level Metrics, including targets, that, if consistently achieved, will result in satisfied customers. Will your Service Level commitments differ for core hours vs. after hours services? Please specify any differences in the targets or commitments.

7. Would you agree to a penalty and/or incentive for your recommended Service Level Metrics? What incentives/disincentives would you recommend to maintain and improve customer satisfaction?

https://www.gsa.gov/system/files/561510__Travel_Agent_Services.pdf

8. Do you have automated call-back capabilities (e.g., press 1 to receive a call back rather than wait on hold) in place for peak periods? If you have these capabilities, what are the metrics?

9. Do you have an automated satisfaction survey that can be deployed for a Government contract? Do you think that the satisfaction survey should be administered and distributed by the Government, or by each TMC and why?

10. How do you respond to volume peaks and maintain telephone and email response time within the target?

11. What is a reasonable timeframe the Government should allow TMCs to correct performance issues? Please specify the timeframe by each key metric if there are differences in time to correct.

2.3 Technology:

1. Do you have a mobile itinerary application that shows travelers’ itineraries, alerts of flight delays, allows for airline check-in, and supports other tools such as weather, passport/visa information, etc.? Is this a 3rd party application, or was it developed by your company?

2. Are you able to proactively monitor flights, alert travelers of cancellations and delays, and reach out to assist travelers via your travel counselors? Does your mobile application provide flight alternatives and allow travelers to rebook themselves?

3. What mid-office Quality Assurance platform do you use? Can you incorporate a standard set of routines developed by the Government for each of the four (4) major Quality Assurance platforms (Compleat, CWT Sato Aqua, Cornerstone iQCX, Agency Technologies)?

4. The selection of the ETSNext contractor and the corresponding solution may require TMCs to adopt standardized operational technologies, such as a travel counselor desktop application, to fully integrate with the new ETSNext platform. Are you willing to consider adopting these technologies? What information or business/operating conditions would you need to make this decision?

5. Can you produce a data file of Federal agency transactions that can be imported into a 3rd party data consolidator system? How often can you produce this file? What system would be the source of this file? (e.g., back office, reporting system, other). How would you ensure data integrity and quality?

6. Please review the data fields in the attached file that the Government wants to capture including the desired output values as part of the T&E Business Standards. Are you able to guarantee your data quality to predefined Government standards before transmitting a data file? Will you also commit to a service level agreement on data quality? Please add comments to the file as needed.

7. How many reporting data fields, not including fare savings and exception codes, are available in your back-office system that can be included in a data file? What are they?

8. Does your reporting system report on carbon emissions utilized per flight and rail segments? Can this be included in the data file?

9. Do you have a platform that allows you to send travelers messages based on their specific itinerary? (Examples: don’t forget to refuel your rental car before returning it, your hotel includes complimentary airport shuttle service). Can these messages be sent throughout the trip, depending on the segment type, destination, date, and time?

10. Do you have a proprietary profile database that connects to major online booking tools (OBTs)? Is it mandatory that this database is used for your operation?

11. Do you have a proprietary portal for travelers and arrangers to use as the entry point to your services? Would you be able to add a link to the ETSNext OBT, Voucher, and Authorization tools?

12. Do you have “chat” capabilities, where travelers can chat with a travel counselor to make enquiries or reservations? Considering ETSNext, what would be the entry point for “chat”? E.g., your portal, ETSNext, or other?

13. Are you able to automatically capture unused tickets? Are these tickets stored for travel counselors to view and apply to bookings? Can you send a file to the OBT for travelers to apply unused tickets during booking? How often can you send this file to the OBT?

Are unused tickets available in your reporting system? Do you have a process to enact name changes on unused tickets should the Government contracted suppliers allow it?

Is this process automated in any way?

14. Do you have a traveler tracking system that shows where travelers are at any given time in their trip? Can the system reach out to travelers potentially impacted by an event and request they reply with their safety status? Can you report this status to the client?

15. Can you submit new, changed, and canceled reservation data on a near real-time basis to a 3rd party Safety and Security firm? Is this via GDS queuing or a data file?

2.4 Operational and Account Management:

1. If you currently support more than one Federal agency, is there variation between them regarding data, policy, or process requirements? Please provide examples. Are you able to cross-utilize agents for more than one agency?

2. Please describe the most complex/challenging process you are required to support for the Government.

3. Do you support Very Important Person (VIP) requirements for the Government? Please provide examples of high-level services you provide for these VIPs.

4. Do you believe that requirements across agencies could be better standardized if there was a governance/control process in place? Please provide some examples of non-standard processes that could be standardized.

5. How often do you interact with Federal agency representatives? Do you have regularly scheduled meetings and account reviews? What are the key topics?

6. Do you provide regular reports on volume and spend to the Federal agencies? How often are you asked for ad hoc reporting?

7. Do the Federal agencies you support utilize your reporting tool for self-service reporting, or are they only using the reports you push to them? Do you offer different reporting solutions to your commercial customers versus any Federal Government customers that you support? Do your commercial customers utilize your reporting solution and services differently?

2.5 Airline and Hotel:

1. Please describe your current strategy to access full airline content. Do you have New Distribution Capability (NDC) in place or are you using aggregators? Which aggregators are used?

2. What are your development plans to have full NDC and low-cost carrier content access?

3. Do you have any direct connections to hotel’s content currently, or are all hotels accessed through the GDS only? Do you have a hotel platform or aggregator content?

(e.g., Booking.com)

4. Would you be willing to contractually commit to full airline and hotel content access?

What conditions (time, etc.) on this commitment do you consider reasonable?

5. Has your company created or have plans to create a travel record in a database that is less dependent on the GDS and stores all itinerary elements (GDS, NDC, hotel, car, ground) plus the required data elements and booking history?

2.6 Hotel and Air Reshopping:

1. Do you have a proprietary rate re-shopping tool for air, for hotel, or for both?

2. If the Government decides to award/designate a single re-shopping vendor to ensure consistent data across all agencies, are you willing to use a Government-selected rate re-shopping tool for airlines and hotels?

3. Do you have automated rebooking or notification processes in place for air when a like for like (same flight, same cabin - YCA to _CA) lower fare is found?

4. Do you have automated rebooking processes in place for hotels when a like for like (same FedRooms hotel, GOV type rate to FedRooms rate code) equal or lower rate is found?

2.7 Other:

1. Regarding negotiated hotel rates in the GDS, are you able to utilize global GDS viewership, where you will load the rates to a single pseudo city per GDS, regardless of the number pseudo cities utilized for booking?

2. What is your preferred pricing methods to service Government agencies

a. Management Service Fee (MSF) - does this lower your risk and allow for more predictable income streams?

b. Transactional - Does this allow you to handle peak transaction volumes and benefit economically as volume increases?

c. Do you have a different pricing structure that you would recommend and why?

Please describe.

3. How do you prefer to get reimbursed for your services for Reservation fees (ticketing fees for air, rail, rental car, and hotel) and for other services offered such as VIP, onsite dedicated TMC support, and ancillary services?

a. For reservation fees, are you able to provide information during fulfillment so that transaction fees can be added to a Travel Authorization and/or Voucher?

i. Are you able to charge transaction fees at the point of sale to an Individually Billed Account (IBA) or Centrally Billed Account (CBA)? Can these fees be “marked up” to include a government industrial funding or cost recovery fee?

1. If you support ETS2 today, how do you ensure your fees are added to the Authorization and/or Voucher?

a. Is this information included in the Passenger Name Record and updated when a new reservation is made and/or when a ticket is issued?

b. For non-transactional/ticket TMC services, how are you reimbursed commercially?

i. Time and Materials

ii. Hourly Labor Rate

iii. Firm Fixed Price

iv. Firm Fixed Price based upon an Hourly Labor Rate

v. Other?

c. What payment methods used by the Government for your fees do you support

i. CBA

ii. IBA

iii. Monthly (or other time frame) Invoice

d. Automated Clearing House (ACH)

4. Can you provide a 3-tiered pricing structure, e.g., unassisted (fully booked online with no TMC intervention), assisted (booked online, and modified by the TMC), offline (fully booked by the TMC)? Can you track and report on the reasons a booking was assisted by the TMC, e.g., schedule change, modified booking, information inquiry, etc? What challenges do you see with this type of pricing structure?

5. What security and data privacy certifications does your TMC have? (SOC1 1, SOC2, PCI2, etc.)

6. Have you invested in making your client-facing technology (portal, mobile itinerary application, reporting tool, chat) accessible to comply with Section 508 accessibility requirements?

7. Do you have special services available to assist physically challenged travelers when traveling? How are these typically priced?

8. Do you have telephony support capabilities for hearing impaired callers?

9. Please briefly describe initiatives in your company to support Diversity, Equity and Inclusion with your employees.

10. Please briefly describe your company’s initiatives to support environmental sustainability.

11. Are you willing to partner with another TMC to enable stronger support to the Government? Please describe how you envision this working.

12. Can you provide reconciliation services for the Government's CBAs available from the GSA SmartPay program for air, lodging, etc.?

13. Are you able to support Virtual Card products, available from the GSA SmartPay Program? If so, what costs e.g. Global Distribution System (GDS) charges, implementation, etc. do you charge for implementation and support of virtual card products?

3. Submission Instructions and Formatting Requests

Proprietary information and trade secrets, if any, must be clearly marked on all materials. All information received in response to this RFI that is marked “Proprietary” will be handled accordingly. All proprietary information received in response to this RFI will be protected against

2 Payment Card Industry

1 Statement of Controls unauthorized disclosure in accordance with applicable laws, regulations, and GSA policies.

Responses to this notice will not be returned. GSA reserves the right to include high-level summary data as potential future acquisition elements. Responses must clearly delineate sections that are considered proprietary and not suitable for inclusion in any potential future solicitation.

GSA anticipates the following tentative Travel Management Company (TMC) Strategy acquisition timeline:

● Draft RFP(s) - Q2 FY24

● Final RFP(s) - Q4 FY24

● Award(s) - FY25

GSA will do its best to notify respondents of the acquisition as it progresses, but it is the responsibility of any potential interested party, vendor, or organization to monitor the Government points of entry for additional procurement information as it becomes available.

3.1 Questions/Response Due Dates

Please direct any questions related to this RFI to the Contracting Officer, Jackie Davis, at Jaclyn.davis@gsa.gov. Questions will be received until September 22, 2023. Responses to questions should be submitted to jaclyn.davis@gsa.gov with a copy to onthego@gsa.gov.

GSA will host a virtual-only Industry Open House to discuss this RFI on September 20, at 2pm ET via Zoom. See Zoom meeting info at the bottom of this RFI. GSA is also available for 1-on-1 meetings with interested parties. Requests will be made by contacting Jackie Davis at:

jaclyn.davis@gsa.gov with a copy to onthego@gsa.gov.

GSA will provide general industry updates via Interact, as needed. For more information, please visit interact.gsa.gov and join the ETSNext Industry Community.

3.2 RFI Submission Information

Responses are requested in electronic format no later than October 5, 2023, at 5:00 pm Eastern Standard Time to jaclyn.davis@gsa.gov with a copy to onthego@gsa.gov. Address only those areas and questions which are appropriate based on your capabilities and knowledge. We request the information response be organized in the following manner:

1. RFI White Paper Response: Respond to Section 2 via a white paper narrative. Please include:

a. Cover/Title Page

b. Corporate Information including:

i. Name of company and point of contact (POC).

ii. Telephone number, mailing address, and e-mail address of POC.

iii. All applicable classifications for your TMC organization, such as: Small mailto:Jaclyn.davis@gsa.gov mailto:jaclyn.davis@gsa.gov mailto:onthego@gsa.gov mailto:jaclyn.davis@gsa.gov mailto:onthego@gsa.gov mailto:jaclyn.davis@gsa.gov mailto:onthego@gsa.gov

Business, Woman owned business, 8(a) business, Large Business (Other than Small), Small Disadvantaged Business, HUBZone business, SDVOB business, etc.

iv. Type of company under North American Industry Classification System (NAICS), as validated via the System for Award Management on SAM.gov. Additional information on NAICS codes can be found at www.sba.gov. Note: Any potential GSA contractor/vendor must be registered on the System for Award Management on SAM.gov.

v. Existing contract vehicles that would be available to procure the required services, such as Multiple Award Schedules or Governmentwide acquisition contracts (GWAC), if appropriate.

Industry Open House - September 20, 2023, 2pm

Topic: TMC RFI Q&A Session with Industry

Time: Sep 20, 2023 02:00 PM Eastern Time (US and Canada)

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