H98210-10-R-0006.doc

Section SF 1449 - CONTINUATION SHEET TRAVEL AREA #_____ (Indicate which Travel Area is being bid)

BASE YEAR

PERIOD OF PERFORMANCE

CLINs 0001 - 0006

1 August 2011 – 31 July 2012

DTS Transaction

FFP

FOB: Destination

NET AMT

CTO Assist

NET AMT

CTO Assist Non Air/Rail

NET AMT

Bus Transactions

NET AMT

0004AA

Single

NET AMT

0004AB

Charter

NET AMT

AMC - Patriot Express

NET AMT

Human Remains

NET AMT

TRAVEL AREA #_____ (Indicate which Travel Area is being bid)

OPTION YEAR ONE

PERIOD OF PERFORMANCE

CLINs 1001 - 1006

1 August 2012 – 31 July 2013

DTS Transaction

NET AMT

CTO Assist

NET AMT

CTO Assist Non Air/Rail

NET AMT

Bus Transactions

NET AMT

1004AA

Single

NET AMT

1004AB

Charter

NET AMT

AMC - Patriot Express

NET AMT

Human Remains

NET AMT

OPTION YEAR TWO

PERIOD OF PERFORMANCE

CLINs 2001 - 2006

1 August 2013 – 31 July 2014

DTS Transaction

NET AMT

CTO Assist

NET AMT

CTO Assist Non Air/Rail

NET AMT

Bus Transactions

NET AMT

2004AA

Single

NET AMT

2004AB

Charter

NET AMT

AMC - Patriot Express

NET AMT

Human Remains

NET AMT

OPTION YEAR THREE

PERIOD OF PERFORMANCE

CLINs 3001 - 3006

1 August 2014 – 31 July 2015

DTS Transaction

NET AMT

CTO Assist

NET AMT

CTO Assist Non Air/Rail

NET AMT

Bus Transactions

NET AMT

3004AA

Single

NET AMT

3004AB

Charter

NET AMT

AMC - Patriot Express

NET AMT

Human Remains

NET AMT

OPTION YEAR FOUR

PERIOD OF PERFORMANCE

CLINs 4001 - 4006

1 August 2015 – 31 July 2016

DTS Transaction

NET AMT

CTO Assist

NET AMT

CTO Assist Non Air/Rail

NET AMT

Bus Transactions

NET AMT

4004AA

Single

NET AMT

4004AB

Charter

NET AMT

AMC - Patriot Express

NET AMT

Human Remains

NET AMT

ADDENDUM TO SF1449

CONTRACT ADMINISTRATION

A. POINTS OF CONTACT:

Contracting Officer:

TBA at contract award

4040 N. Fairfax Drive, Ste. 120

Arlington, VA 22203

Telephone: TBA

FAX: TBA

Email: TBA

Contract Specialist:

Larry J. Helton

4040 N. Fairfax Drive, Ste. 120

Arlington VA 22203

FAX: 703-588-1489

Email: larry.helton@osd.pentagon.mil

Contracting Officer's Representative:

TBA at contract award

(COR)

Address: TBA

Telephone: TBA

FAX: TBA

Email: TBA

The COR is not authorized to make any commitments or changes that will affect price, quality, quantity, delivery or any other terms and conditions of the contract. Reference DFARS clause 252.201-7000 (Contracting Officer’s Representative).

B. Block 18a and 25 A Point of Sale (POS) Transaction fee will be used as the method of payment for the performance of this contract.

C. COMMERCIAL PROVISION - SECTION 508 – IT REQUIREMENT

All electronic hardware/software procured under this contract/purchase order must comply with Section 508 of the Rehabilitation Act of 1973, as amended, (29 U.S.C. 794d) and the Architectural and Transportation Barriers Compliance Board Electronic Information Technology (EIT) Accessibility Standards (36 CFR part 1194). Further information is available via the Internet at http://www.section508.gov.

D. TYPE OF CONTRACT

Contract award type shall be Firm Fixed Price.

E. Special Invoice Instructions

· If an Individually Billed Account (IBA) is the form of payment for Air/Rail ticket, the transaction fee shall be charged to the IBA, unless otherwise specified by the Government.

· If a Centrally Billed Account (CBA) is the form of payment for Air/Rail ticket, the transaction fee shall be charged to the CBA, unless otherwise specified by the Government.

· If a Government Transportation Request (GTR)/Local Payment of Airline Tickets (LOPA) are the form of payment for an air/rail ticket, the transaction fee shall be charged to the GTR/LOPA, unless otherwise specified by the Government.

· If a GTR is the form of payment for an air/rail ticket, the transaction fee shall be charged to the GTR unless otherwise specified by the Government.

· For air/rail transaction, the Contractor shall not charge a fee for cancellations made prior to issuance of tickets.

· The transaction fee for non-air/rail transactions shall be charged to the same form of payment used to reserve the arrangements.

(End of Section)

PERFORMANCE WORK STATEMENT

Performance Work Statement

1. INTRODUCTION The Defense Travel Management Office (DTMO), on behalf of the Department of Defense (DoD), requires travel management support services from contractors knowledgeable in the areas of travel authorization, reservation, ticketing, fulfillment, reporting and management, to support official travel activities of authorized DoD travelers.

2. BACKGROUND

2.1. The Defense Travel Management Office (DTMO)

2.2. In February 2006, the DTMO was established to serve as the single focal point for commercial travel within DoD. DTMO provides central oversight for commercial travel management, travel policy and implementation, travel card program management, customer support and training, functional oversight of the Defense Travel System (DTS), and allowance and entitlement program management.

2.3. DTMO partners across the government and private sector to maintain an in-depth perspective of the travel industry and determine the best practices and standards for DoD travel. DTMO is focused on transforming the Defense Travel Enterprise by implementing better solutions and providing the best value for the travel community.

2.4. The Defense Travel System (DTS). The Defense Travel System is a fully integrated, electronic, end-to-end travel management system that automates temporary duty 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, and electronically provide Commercial Travel Offices (CTOs) with their selections. Travelers access DTS to review available airline, rail, hotel, and rental car options, and select the reservations that best meet their needs. DTS converts traveler selections into Passenger Name Record (PNR) formats and sends them through one of the Global Distribution Systems (GDS) to the CTO supporting the traveler. CTOs are a vital factor to the success of DTS.

3. SCOPE The Contractor shall provide all personnel, CTO equipment/material, and other items or services necessary to perform the management and operation of contracted CTOs, as described in Performance Work Statement (PWS). Performance shall be in support of all designated facilities throughout the DoD CONUS to include other Government activities as specified in Attachment 3 and 4. This PWS is for the acquisition of CTO and related services to support official travel activities of authorized DoD travelers. Official travel includes Temporary Duty (TDY), Permanent Duty Travel (PDT), (formerly known as Permanent Change of Station (PCS), Leisure in Conjunction with Official Travel (LICWO), evacuation; and travel by Reserve Component/National Guard members. Official travel also includes travel by civilians on invitational travel authorizations in connection with official business of the United States Government and performed under orders at the expense of federal appropriated and non-appropriated funds, with the exclusion of LICWO.

4. DEFINITIONS

Definitions of the terms/acronyms, as used in this PWS, are provided at Attachment 1.

5. REQUIREMENTS

The Contractor shall perform the following services:

5.1 GENERAL REQUIREMENTS

5.1.1 Have the ability, knowledge, and skills in the areas of information technology, call center services, GDS, government travel suppliers, government travel policy, in accordance with the Joint Federal Travel Regulations (JFTR) (Volume I), Joint Travel Regulations (JTR) (Volume II) and the Defense Transportation Regulations (DTR).

5.1.2. Provide personnel fluent in written and spoken English and capable of obtaining, at a minimum, a secret security clearance in accordance with the DD Form 254 (Attachment 9) if required by the Government. Appropriately cleared personnel shall be provided at the location requested within 120 calendar days of the Contractor’s receipt of a written Government request, or at a later date following receipt of security clearance approvals from the Defense Investigative Security Office. Generally, the contractor shall not be limited to hiring only U.S. citizens; however, if the policy for a particular location requires only U.S. citizens to be hired the contractor shall adhere to the policy. The Government will provide security clearances at no expense to the Contractor.

5.1.3. Accept payment for official travel by all forms of the Government Travel Charge Card (GTCC) i.e., Individually Billed Account (IBA), Centrally Billed Account (CBA), and Unit Cards). Additionally, the U.S. Government Transportation Requests (GTRs) shall be accepted in accordance with travel industry standards or as specified in the General Service Administration (GSA) City Pair Contract. For official hotel and rental car reservations, the Contractor shall accept IBA, CBA (Unit Cards), and personal charge cards.

5.1.4. Identify and cancel all unused or partially unused e-tickets 30 days from the date of the last air travel segment and initiate the process for refunds. Immediately process refunds for paper tickets upon receipt. E-ticket refunds shall be processed upon notification of an airlines non-use status. Assist the Government in research of unused tickets. Additionally, a copy of the request for refund shall be provided to the Government Transportation Office for CBA’s when the reconciliation package is provided and to the traveler at the time the refund is initiated.

5.1.5. Not provide the traveler with a cash refund for a totally or partially unused ticket issued for official Government travel, or allow a credit based on a refund toward the purchase of personal travel.

5.1.6. Provide lost ticket applications and assist the traveler in filing the application.

5.1.7. Assist with resolving complaints, disputes, or claims between the DoD/Government customer and any principal with whom the Contractor has arranged travel or other services, if the action was originated through the Contractor.

5.1.8. Notify the QAE immediately of any deviation from the Contractor’s proposed approach to supporting travel services.

5.1.9. Identify their staffing approach to include a staffing plan which supports the requirements as stated in Attachment 2.

5.2. SECURITY OF PROPRIETARY INFORMATION

5.2.1. Maintain security of personnel data and ensure enforcement of Privacy Act requirements.

5.2.2. Not intentionally obtain or disclose proprietary information of another Contractor’s CTO through use of the DTS Pseudo City Code (PCC). Known or suspected computer vulnerabilities of DTS must be officially and explicitly reported to the Contracting Officer and the Contracting Officer’s Representative (COR) immediately upon discovery to allow for immediate resolution of the issues.

5.2.3. Immediately notify the DTMO upon discovery or awareness that proprietary data pertaining to any/all related services to support official travel activities of authorized DoD travelers has been lost, stolen, or compromised. In coordination with DTMO, the Contractor shall notify all affected Government Travel Charge cardholders, or other affected parties.

5.3. TRANSACTION FEES

5.3.1. Use a Point of Sale Transaction Fee as the method of payment.

5.3.2. For DTS transactions, the point of sale transaction fee shall be contained in the DTS PNR as a valid accounting line or in a PNR remark. The transaction fee remark shall be placed in the DTS PNR by the CTO using the remark qualifier, GDS format, and data elements provided in Attachment 13. Transaction fee remark data elements shall include; the transaction type, fee amount, transaction fee number, and the type of GTCC used as payment.

5.3.3. For both CTO Assist and DTS, utilize a unique transaction fee number and may not use the associated thirteen digit air/rail ticket number. Additionally, the transaction fee number contained in the PNR remark or PNR accounting line, and invoiced by the contractor, shall be transmitted to the GTCC vendor. The transaction fee remark qualifier shall be used exclusively for passing transaction fee data through the GDS/DTS interface.

5.3.4. Charge the DTS transaction fee, if the transaction does not auto-book due to the limitations of the GDS being used by the Contractor, thereby requiring Contractor intervention to book the reservation.

5.3.5. Charge the CTO Assist Transaction fee if the DTS PNR does not contain all the data elements noted in Attachment 10, thereby requiring Contractor intervention to book the reservation.

5.4. QUALITY ASSURANCE

5.4.1. Establish and maintain a quality control plan (QCP) to ensure work performed conforms to the scope of work and Government/DoD/Agency regulations and policy. The QCP at a minimum shall provide a method for performing inspections; identifying, correcting, and preventing problems/defective service; addressing customer complaints; providing required management information reports; ensuring accuracy of required reports; record keeping; managing telephone responsiveness; and documenting security of customer Privacy Act Information. The QCP shall also address the contractor’s program and strategy for improving quality control over the life of the contract. Plan shall be updated yearly and provided to the COR.

5.4.2. Establish a method to obtain customer satisfaction data from travelers. This information shall be provided to the COR Quarterly. The contractor shall establish procedures to maintain customer satisfaction data for the Government’s review.

5.4.3. Participate in quality assurance meetings with the CTO, Quality Assurance Evaluator (QAE) and Lead Quality Assurance Evaluator (LQAE) from each site under their area of responsibility. The purpose of these meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO program.

5.5. ADMINISTRATIVE

5.5.1. Maintain Travel Office Facilities, Safety, Physical and Personnel Security, and comply with all local rules and regulations of the host/base facility, including proper identification of personnel.

5.5.2. Report all accidents that result in damage to Government property occupied and used by the Contractor, and/or injuries to Contractor personnel to the COR, QAE, and the LQAE within one workday from occurrence.

5.5.3. Coordinate physical security requirements, responsibilities, and procedures. The contractor shall be responsible for safeguarding all government property provided for contractor’s use.

5.5.4. Relocate or realign its travel office, equipment and supplies totally and/or in part, due to organizational/operational changes, base realignments or closures at the request of the Government. Moves shall be coordinated in advance with the COR and the local transportation office. The approved cost for the requested move shall be at Government expense.

5.5.5. Coordinate all office closures other than for a Federal Holiday with the COR. Any reference made to holidays shall be construed to mean the Federal Government holidays. Information regarding Federal Holidays may be found at http://www.opm.gov/Operating_Status_Schedules/fedhol/2010.asp

5.5.6. Register at least one primary and one alternate authorized caller per site to call into the Government designated Help Desk.

5.5.7. Report DTS problems encountered when processing DTS PNRs to both the COR and Government designated Help Desk.

5.5.8. Provide in-transit passenger visibility for airline reservations within 24 hours of request.

5.5.9. For those carriers that cannot be autobooked due to limitations of the contractors GDS, the contractor will receive a “long-sell” message or a comment requesting booking assistance in the remarks section of the PNR to manually book the reservation.

5.6 GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

5.6.1. Where available, the Government will provide facilities comparable to Government employees, e.g., on-site facilities, utilities, custodial services, Government centralized mail distribution of interoffice mail, police/fire protection, air conditioning, and heating.

5.6.2. Where available, the Government will provide existing commercial telephone lines. However, the cost of activating or maintaining service to existing lines shall be borne by the Contractor.

5.7 TRANSACTION TYPES

5.7.1 The contractor in support of this PWS will support multiple types of transactions.

5.7.2 Point of Sale (POS) Transaction. Under POS, a fixed fee is charged for each transaction in performance of the contract.

5.7.3 Types of transactions include DTS Transactions, CTO Assist Transactions, CTO Assist Non-Air Rail, and Bus (Individual and Charter) Transactions.

5.7.4 DTS Transaction. Transactions that come across the Passenger Name Record-Gateway (Web Portal) requiring ticketing that may or may not autobook due to GDS limitations, or whether Airlines participate with the Airline Reporting Corporation (ARC). This also includes any processes required by the CTO to meet all PWS requirements for DTS transactions.

5.7.5 CTO Assist Transaction. Any transaction that requires CTO intervention to book other than those that may not autobook due to GDS limitations or whether Airlines participate with the Airline Reporting Corporation (ARC).

5.7.6 Charge a CTO Assist Transaction Fee if DTS is used to send an email request to the CTO and no reservation has actually been made in the DTS system.

5.7.7 CTO Assist Non-Air/Rail. Any transaction which the services of the CTO is used to complete one DoD travel authorization, which only includes Hotel/Rental Car /Ferry arrangements.

5.7.8 Bus Transactions: A transaction fee which the services of the CTO is used to make individual bus reservations or a bus charter for multiple travelers.

5.7.9Bus Reservation. Any transaction which the services of the CTO is used to complete bus reservation.

5.7.10 Charter Arrangements. Any transaction which the services of the CTO is used to make arrangements for one bus or more, for multiple travelers.

6. PROVIDE TRAVELER SUPPORT

The Contractor shall:

6.1 MAKE RESERVATIONS

6.1.2. Requirements applicable to CTO Assist/DTS transactions

6.1.3. Provide 24-hour, 7-days per week courteous and responsive service, to customers. If the local business rules conflict with the requirements in the PWS, the Contractor shall perform in accordance with the PWS.

6.1.4. For air/rail, rental car, ferry, bus, ground and surface, and lodging as requested by the traveler and identified in the remarks section for reservations not auto-booked by DTS. The Contractor shall place the PNR on the outbound/polling queue. The Contractor shall ensure Other Supplemental Information (OSI) messages appear in the PNR in the format required by each airline advising that the traveler is utilizing a government or military fare.

6.1.5. For air/rail, rental car, ground and surface transportation, ferry and lodging.

6.1.6. In accordance with the GSA city pair contract unless one of the exceptions as noted in the DoD regulations apply.

6.1.7. Make rental car reservations in accordance with the U.S. Government Rental Car Agreement.

6.1.8. Use Government/DoD negotiated volume discount lodging programs where available. All U.S. commercial lodging institutions used shall be on the master list issued by the U.S. Fire Administration, Federal Emergency Management Agency, unless there is no listed property with available space within a reasonable driving distance from the TDY location. The current listing of approved lodging institutions is located on the internet at http://www.usfa.dhs.gov/applications/hotel/. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the GTCC.

6.1.9. Perform fulfillment travel service support for reservations made using DTS or other methods determined by the Government.

6.1.10. Modify or cancel any CTO arranged travel arrangements and record the appropriate cancellation confirmation numbers if provided by the commercial travel supplier. In the event that confirmation numbers are not used or are unavailable, the Contractor shall document the name of the individuals accomplishing the cancellation, as well as, the date.

6.1.11. Assist customers, via telephone or in person, with travel related inquiries.

6.1.12. Ensure telephone responsiveness. Call wait time shall not exceed three minutes. After three minutes, the caller’s telephone number shall be annotated and a return call shall be placed by the Contractor to the caller within 60 minutes. Contractor’s dropped calls shall not exceed 2% of monthly call total.

6.1.13. Bear any additional expense when a traveler incurs additional cost to obtain alternate travel and accommodations, as a result of negligence on the part of the CTO.

6.1.14. Assist travelers with enrolling in frequent traveler programs.

6.1.15. Establish quality control procedures to ensure that all reservations booked on all foreign flag carriers (excluding code-shares) are booked in coach/economy class. For DTS transactions, the CTO Assist fee shall apply.

6.1.16. Immediately notify traveler(s) of the changes to travel arrangements when commercial travel vendors initiate a change to previously scheduled travel arrangements, or transmit Other Service Information (OSI) or Supplementary Service Request (SSR) messages in PNRs. The notification shall be by phone or email message. If the Contractor is unable to contact the traveler, the Contractor shall leave a message at the traveler’s phone number(s) or email address (es) as contained in the in the PNR. The Contractor shall ensure all PNRs originated in DTS with schedule changes are placed on the outbound/polling queue. For those sites utilizing a contractor’s GDS to make reservations, ensure all schedule changes are placed on the Government agencies booking entities queue.

6.1.17. Make arrangements and or issue Miscellaneous Charge Orders (MCO) in accordance with industry standards for authorized excess baggage. If MCO is not used, the appropriate documents in accordance with industry standards for authorized excess baggage shall be used. Arrange for excess baggage as allowed by the carrier and provide the traveler with pertinent information related to the booking of the excess baggage to include carrier rules and fees.

6.1.18. Have the capability to access all airline fares and schedules in order to ensure that the most economical airfare is available in accordance with DoD policy. This service shall be provided at the most economical cost to the Government and take into account industry changes that affect revenue agreements between vendors (i.e., GDS Fees, commission, etc.) in their proposed fees.

6.1.19. Not issue tickets more than three business days prior to travel, except when specifically requested by the Government. If electronic ticketing is available and the traveler requests issuance and delivery of a paper ticket in lieu of accepting an e-ticket, the transaction fee shall not be charged to the Government. Fee for the request for issuance of a paper ticket shall be charged to the traveler. If electronic ticket is not available the Contractor shall deliver tickets to the traveler or authorized Government official.

6.1.20. Provide support for enroute changes or make reservations for air/rail, rental car, ferry, bus, ground and surface, and lodging as requested by the traveler. A CTO Assist fee shall apply for changes requiring new ticket issuance.

6.2. CTO ASSIST

6.2.1. Make complete car rental reservation services to coincide with airline arrival/departure times where applicable. Reservations shall be booked with companies which the Government has agreed upon Government car rental rates. Advise the traveler if a company or location does not participate in the US Government Rental Car Agreement.

6.2.2. Reimburse the Government for the cost of foreign flag carrier fare if appropriate approval has not been obtained in accordance with regulatory requirements.

6.2.3. Ensure the most economical route consistent with travel regulations and policies are used.

6.2.4. Advise the traveler at the time of reservation if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including time frames and other conditions. This information shall be specified on the itinerary and invoice. Any special requirements or restrictions (e.g., the shipment of weapons or military impedimenta) shall be provided to the traveler.

6.2.5. Provide advance seat assignment and advance boarding passes in accordance with respective airline policies.

6.2.6. Obtain a copy of the travel order/authorization prior to ticketing for CTO Assist (traditional) transactions using a CBA as a form of payment. For CTO Assist (traditional) transactions using an IBA as a form of payment, the Contractor shall view a hard copy of the travel order/authorization prior to ticketing. The CTO is not required to maintain a copy of the travel order/authorization.

6.2.7. Negotiate with travel service suppliers for volume discounts or special fares and provide group travel support for 10 or more at no additional cost to the Government. The Contractor shall search multiple sources and offer volume discounts, including unpublished fares from the universe of subscribers available to the Contractor and any special fares negotiated with travel service suppliers. Make travel arrangements for group travel in accordance with the Transportation Officer (TO) or other authorized government representative’s direction.

6.2.8. Arrange for the movement of human remains when requested by the Government.

6.2.9. If the traveler has provided a frequent traveler account number, CTOs shall provide the number to travel service supplier at the time of booking.

6.2.10. Prepare and maintain traveler profiles for all travelers.

6.2.11. Make confirmed reservations for travelers requesting Permanent Duty Travel accommodations to include travel of pets. The traveler will pay all costs for pet travel.

6.2.12. Make arrangement for the movement of DoD military working dogs.

6.2.13. Not issue a premium class (first class or business class) ticket at Government expense without receiving a signed or otherwise properly authenticated travel authorization, in accordance with JTR/JFTR, specifically authorizing that class of service. All travelers are authorized to upgrade to business class at their personal expense or use frequent travel benefits. Reimburse the Government for the cost difference between premium class travel (business or first class) and the lowest appropriate fare if business or first class arrangements are used without appropriate approval in accordance with DoD/Government travel policy.

6.3. DTS

6.3.1. Process the travel request within one hour for all DTS transactions in which travel is commencing less than three business days from receipt of the authorization and ensure the PNR populates in the DTS urgent queue.

6.3.2. Upon receipt of new and amended PNR/reservation in the inbound and urgent queue, complete the quality control review within one business day of receipt and immediately place the PNR on the outbound polling queue. The quality control review shall consist of ensuring the auto-booked air, hotel, and rental car reservations are complete and coincide with airline arrival/departure times.

6.3.3. Receive an email request from the Government requesting commercial reservations for group travel movement requests originated in DTS for two or more travelers. Upon receipt of the Government’s request for 10 or more, negotiate with travel service suppliers for volume discounts or special fares and provide group travel support at no additional cost to the Government. Search multiple sources and offer volume discounts, including unpublished fares from the universe of subscribers and any special fares negotiated with travel service suppliers. Make travel arrangements for group travel in accordance with TOs or other authorized government representative’s direction. A CTO Assist Transaction Fee shall apply for each transaction

6.3.4. Establish quality control procedures to ensure the most economical route is obtained upon receipt of Non-Contract City Pair Market (NCPM) reason code located in the PNR indicating that there are no GSA City Pair Fare markets awarded. Utilize the applicable PNR comment to document whether the traveler selected the lowest fare or the availability of a lower cost alternative to include the commercial carrier, date(s), departure and arrival times, and cost savings. Travel arrangements must be consistent with DoD policy, service regulations and policy, JFTR and JTR, and consider alternate departure times and routes. A CTO Assist Transaction Fee shall apply.

6.3.5. Ensure the ticketed transaction PNR to include the point of sale fee is placed on the outbound polling queue.

6.3.6. Ensure the DTS Retention Line is not removed and included in the DTS PNR placed on the outbound queue.

6.3.7. Within one business day, when receiving a cancelled PNR/reservation in the inbound queue or cancel queue, verify all ticketed and unticketed segments have been cancelled. If ticket issuance occurred, place the PNR on the outbound/polling queue and process the refund. For those carriers that cannot be auto cancelled due to limitations of the contractors GDS or carrier requirements, cancel reservations manually and record the cancellation confirmation numbers if provided by the carrier. In the event that confirmation numbers are not used or are unavailable, document the name of the individual, date of cancellation and provide the traveler any cancellation, refund, or modification information via email.

6.3.8. Place reservations requiring multiple PNRs on the outbound polling queue upon completion of processing.

6.3.9. Place modified DTS PNR on the outbound/polling queue if the modification is prior to commencement of TDY.

6.3.10. Adhere to the guidelines outlined in the CTO Orientation and User’s Guide for storing airfares, accounting lines, and split ticketing for their Global Distribution System. (Attachment 11)

6.3.11. Utilize D, E, F, and G, comments as outlined in the CTO Orientation and User’s Guide. The comments should be used exclusively for communicating to DTS travelers and Authorizing Officials (AOs) regarding air, car, hotel, and rail reservations in DTS PNRs.

6.3.12. Provide standard remarks in the DTS PNR that, as a minimum, include the Contractor’s toll free assistance numbers for voice and fax, telephone number for collect calls, and instructions for return of unused travel documents. In addition, the Contractor shall include the following notations (as applicable) " air fare paid by IBA, traveler authorized reimbursement" or "airfare paid by CBA, traveler NOT authorized reimbursement.” The PNR should also contain any unique information for traveler awareness.

6.3.13. Ensure the traveler DTS profile contains the Other Supplemental Information (OSI) messages indicating the traveler is utilizing a Government or Military fare in the applicable airline format. In the event, DTS does not populate the OSI message(s) in the correct format or the OSI does not transmit to the airline, the Contractor shall apply the applicable OSI message(s) to the PNR and charge the CTO Assist Transaction Fee.

6.3.14. Ensure DTS profiles are free of GDS edits and credit card data prior to ticket issuance. GDS edits that are activated only at time of ticketing are authorized.

6.3.15. Use workaround solutions to ensure optimal customer service due to temporary system problems and charge the CTO Assist transaction

6.3.16. Propose changes to the CTO PNR Configuration Parameters to the Government under a Change Request (CR) for evaluation. All PNR configuration changes shall be coordinated with the DTMO. The CR shall provide a detailed discussion of the changes, to include the identification of any associated risk (e.g. additional costs, systems impacts, etc.).

6.4. ISSUE TRAVEL DOCUMENTS

6.4.1. Provide an itinerary and invoice to the traveler or Government Agency via email to “.mil”, “.gov”, or other addresses as specified by the Government. If an email address is not available, the contractor shall fax the itinerary and invoice to the traveler. The itinerary and invoice shall include:

· Traveler's name

· Applicable routing information

· carrier name

· flight number

· reservation/confirmation numbers(s)

· ticket fare class, i.e., coach class, business class or first class.

Additionally, the itinerary and the invoice shall state: If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense. If the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense.

The invoice shall also include:

· Contractor’s toll-free assistance number

· Rental car and hotel data as applicable

· Instructions for return of unused travel tickets

· Other pertinent travel documents required

· Travelers form of payment

· Individually Billed Account (IBA), Centrally Billed Account (CBA), or Government Transportation Request (GTR)

· Last four digits of the CBA/IBA number billed

· Total transportation charges to include ticket number(s) and cost, transactions fee number and transaction fee cost

6.4.2. For DTS generated authorizations, using the DTS Reservation Module and an IBA as a form of payment; the CTO is not required to view a paper copy of the travel order/authorization prior to ticketing. The contractor’s authorization for ticket issuance is based on the Tickets Are Waiting (TAW) date applied.

6.4.3. Issue tickets for urgent and unusual situations in accordance with JTR/JFTR.

6.4.4. Obtain a confirmatory travel order for CBA transactions, within 72 hours of the date that travel began. The official who directed the travel will be responsible for providing the confirmatory travel order/authorization. There will be no impact or liability against the CTO if the confirmatory travel order/authorization is not obtained. The CTO is advised to notify the transportation office at the time of CBA reconciliation that the confirmatory travel order was not provided.

6.4.5. Via the itinerary, list telephone numbers for normal and after-normal duty hours; and stipulates that the “after-normal duty hours” phone number shall only be used for emergencies and by traveler’s enroute. The contractor shall provide a toll-free telephone number, where capability exists, as well as toll free numbers for fax capability. If toll free number capability does not exist, the CTO shall accept collect calls.

6.5. ANCILLARY SERVICES

6.5.1. Arrange Air Mobility Command (AMC) Patriot Express Reservations where required. In instances where AMC Patriot Express is required, the Contractor shall be provided access to the Global Air Transportation Execution System (GATES). See Attachment 14 for GATES instructions.

6.5.2. Provide Leisure in Conjunction With Official (LICWO) travel services to individuals on an official trip and to family members or others accompanying that individual when requested by the traveler. Travelers are responsible for any costs that exceed the official portion of the trip; the Contractor shall not invoice the Government for leisure reservations or services. The appropriate transaction fee shall be charged for the official portion of the LICWO travel service request. The LICWO transaction fee shall be charged directly to the traveler. The Contractor shall segregate costs for official travel from the leisure travel costs.

6.5.3. Provide the following services for LICWO travel and shall not advertise, solicit, or sell any leisure travel services other than the following specified services for making LICWO arrangements:

· Point-to-point reservations and ticketing on scheduled common carriers for all modes of travel

· Rental vehicle reservations

· Lodging reservations

· Delivery of travel documents

6.5.4. Accept requests for LICWO travel in person for staffed locations, and by email, phone, fax, or via DTS. The Contractor shall, at a minimum, accept personal charge cards, cash, checks, and money orders in accordance with commercial practices for LICWO travel and shall process timely refunds to travelers as appropriate.

6.5.5. Provide Global Distribution Systems (GDS) terminals to be used by the Government for inspection/quality control purposes and for making reservations where identified in the PWS. The Contractor shall adhere to applicable industry standards, GDS security procedures and requirements in setting up the GDS and provide the Government applicable operating instructions for the system regarding security. The Contractor shall provide to the Government at a minimum yearly training or as GDS changes occur in industry. Additionally, the Contractor shall provide maintenance for GDS terminals.

6.5.6. Provide software solution with GDS-like Functionality as an alternative to the GDS terminal through a commercial desktop application that provides functionality similar to a GDS terminal. The Contractor shall provide training and software release updates to the Government.

6.5.7. Provide Satellite Ticket Printers (STPs) for remote ticketing in accordance with industry standards. Service shall include installation, setup, training, connectivity, ticket stock and maintenance for STPs, and adhere to industry regulatory requirements.

6.6. For DTS Transactions, the Contractor shall apply a CTO Assist justification code at time of ticketing. The applicable transaction fee and justification code shall be contained in the DTS PNR using the remark qualifier, GDS format, and applicable code provided in Attachment 13. The below table reflects the codes and justifications. Additional codes may be introduced at the local level during the contract period. (See CTO Fee Justification Table).

CTO Fee Justification Table

7. CBA RECONCILIATION SUPPORT

The Contractor shall. Perform CBA reconciliation for CTO Assist and DTS transactions unless otherwise directed by the Government. See Attachment 7 for additional CBA requirements and guidelines.

8. SUPPORT EMERGENCY AND SURGE REQUIREMENTS

The Contractor shall provide Travel Management Services to satisfy surge, emergency, and short-notice requirements. Travel services shall support contingencies, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, disasters, military peacetime and wartime contingency operations, exercises, personal emergencies, and mass causalities (human remains). Operating hours may be modified by the Quality Assurance Evaluator (QAE). The QAE will notify the COR of the changes

9. TRAINING/SEMINAR SUPPORT

The Contractor Shall:

9.1. Participate in a minimum of two Government conducted implementation seminar sessions. The contractor’s portion of each seminar shall consist of a 60 to 90 minute presentation given to transportation officers and other DoD personnel over a two to three day period. The Contractor developed presentation shall introduce attendees to Contractor provided travel management services provided under this contract. Include information on areas such as CTO Assist travel services provided, after hours procedures, ticket delivery, and Centrally Billed Account (CBA) reconciliation procedures.

9.2. Develop and provide the COR for review and approval, presentations and training materials 30 calendar days in advance of the training event. In addition, provide copies of all training presentations to attendees.

9.3. Provide Global Distribution System (GDS) terminals to be used by the Government for inspection/quality control purposes and for making reservations where identified in the PWS. The Contractor shall adhere to any applicable industry standards and GDS security procedures and requirements in setting up the GDS. Accordingly, the Contractor shall provide the Government applicable operating instructions for the system regarding security. The Contractor shall provide to the Government at a minimum yearly training or as GDS changes occur in industry. Additionally, the Contractor shall provide maintenance for GDS terminals.

9.4. Provide Software Solution with GDS-like Functionality. The Contractor shall make available an alternative to the GDS terminal through a commercial desktop application that provides functionality similar to a GDS terminal. The Contractor shall provide to the Government at a minimum yearly training or as GDS changes occur in industry. Additionally, the Contractor shall provide maintenance for GDS terminals.

10. TRANSITION SUPPORT

The Contractor Shall:

10.1. Provide contract phase-in.

10.1.1. Submit an actual/final implementation plan to describe all necessary transition related activities to ensure successful performance. Plan shall describe actions to support call center, after duty hours and emergency travel services during transition. The contractor shall take all actions necessary to ensure there is no break in service during the transition between the Contractor hereunder and any previous or successor Contractor during phase-in and phase-out of travel operations.

10.1.2. Be expected to perform service not later than 60 calendar days after contract award.

10.1.4. For DTS transactions, ensure that prior to CTO conversion, the Passenger Name Record (PNR) validation worksheet has been completed and submitted to the DTMO four weeks prior to processing actual DTS transactions Additionally, the Contractor shall ensure that active pseudo city codes/subscriber identification (PCC/SID) have been established. (See Attachment 8)

10.2. Provide contract phase-out.

10.2.1. Issue and deliver tickets that are in the CTO ticketing queue for travel commencing within three calendar days after contract expiration. Tickets shall be delivered no later than the close of business of the last workday of the contract based on the Contractor receiving authorization for ticketing. The Contractor shall book all requests received prior to expiration of the contract regardless of the date of commencement of travel.

10.2.2. Continue to reconcile all forms of payment for 180 calendar days after the contract end date.

10.2.3. Electronically transfer to the successor Contractor all un-ticketed travel records contained in the incumbent Contractor’s data repository applicable to the effort under this contract. This includes all un-ticketed records in the pre-travel and travel phases. Contractor shall indemnify the Government for any costs incurred by the Government as the result of Contractor’s failure to deliver accurate and complete information.

10.2.4. Cease operations and vacate all Government facilities by 12:00 midnight, local time, on the last working day of contract performance, unless otherwise approved by the Contracting Officer.

10.2.5. Not later than the 20th calendar day after contract expiration, provide to the QAE and LQAE a report for each payment mechanism containing the following information for each unbilled transaction (debits and credits) remaining in the incumbent Contractor’s database: complete ticket number, traveler’s name, accounting data, travel authorization number/travel order number, complete itinerary and dollar amount. Contractor shall indemnify the Government for any costs incurred by the Government as the result of Contractor’s failure to deliver accurate and complete information.

10.2.6. For DTS transactions prior to contract expiration, ensure disconnection of the PCC/SID from the DTS Reservations Module. The CTO may receive reservations approved prior to disconnection on their ticketing queue. During this transition period, DTS users will be unable to create new reservations or modify and cancel existing reservations using the Reservations Module. The CTO may receive approved reservations on their ticketing queue for processing and shall place all ticketed, cancelled, and modified DTS PNRs on the polling queue until the last working day of the contract performance. The CTO shall delete Branch or Bridge access between their PCC or SID and the DTS PCC or SID by 12:00 midnight on the last working day of contract performance.

10.2.7. Allow any successor Contractor access to Government owned or controlled office space 90 calendar days prior to contract expiration, for site surveys.

11. PROVIDE MANAGEMENT SUPPORT

The Contractor shall participate in monthly CTO telephonic outreach discussions at the Government’s discretion. The purpose of these conferences/meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO operations.

12. MANAGEMENT INFORMATION SYSTEM (MIS) REPORTING REQUIREMENTS

The Contractor shall provide the following standard monthly reports to each Travel Area (See Attachment 2): Unused Paper Ticket, Unused E-ticket, Premium Class Travel, Commercial Travel Office, Itemized Activity Report and Workload Data Report.

Preparation and distribution of all other reports listed below vary by Travel Area (See Attachment 2 for details).

12.1. UNUSED PAPER TICKET REPORT

12.1.2. Report 1. Submit quarterly via email a consolidated Microsoft Excel report delineated by location shall be forwarded to the Service/Agency Headquarters and the COR. Additionally, one report shall be generated for each main location delineated by sites supported by the major location and forwarded to the QAE. The report shall consist of the following data elements: number of cancelled tickets; value of cancelled tickets; number of unused travel segments; value of unused travel segments; value of requested refunds; and value of refunds received. The report shall also include the total number of unused tickets on a quarterly basis. The reports shall be submitted 15 calendar days after the end of the quarter and shall reflect data from the previous quarter.

12.1.3. Report 2. Submit monthly via email a Microsoft Excel report. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Carrier, Date of Ticket Issuance, Ticket Number, Fare Basis Code, Cost of Original Ticket, Date Refund Requested, Refund Value and Travel Order number (if available). One report shall be generated for each main location delineated by sites supported by the major location and forwarded to the QAE. A consolidated report, delineated by location shall be forwarded to the Service/Agency Headquarters and the COR. The report shall also include the total number of unused tickets on a monthly basis. The reports shall be submitted 15 calendar days after the end of each month and shall reflect data from the previous month and shall reflect data from the previous month.

12.2. UNUSED E-TICKET REPORT

12.2.1. Report 1. Submit quarterly via email a Microsoft Excel report. The report shall consist of the following data elements: number of cancelled tickets; value of cancelled tickets; number of unused travel segments; value of unused travel segments; value of requested refunds; and value of refunds received. One report shall be generated for each main location delineated by sites supported by the major location and forwarded to the QAE. A consolidated report, delineated by location shall be forwarded to the Service/Agency Headquarters and the COR. The report shall also include the total number of unused tickets on a quarterly basis. The reports shall be submitted 15 calendar days after the end of the quarter and shall reflect data from the previous quarter.

12.2.2. Report 2. Submit monthly via email a Microsoft Excel report. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Carrier, Date of Ticket Issuance, Ticket Number, Fare Basis…