Statement of Work.pdf

Section C - Descriptions and Specifications

STATEMENT OF WORK

C.1. Introduction

C.1.1. This statement of work is for the acquisition of official travel management and related additional services on a point of sale basis, as described herein to support official travel activities of authorized Department of Defense

(“DoD”) travelers whose duty station is within the Travel Area(s) awarded to the Contractor. Official travel is travel

(includes TDY, PCS, evacuation, travel by Reserve Component members, and civilians on invitational travel orders) in connection with official business of the United States Government and performed under orders at the expense of federal appropriated and non-appropriated funds. These travel management services shall be provided using both traditional methods and automated methods using the Defense Travel System (DTS) web portal.

C.1.2. Performance of automated travel management services as defined herein shall be performed exclusively through the DTS web portal. DTS takes advantage of state-of-the-art technologies and automates the entire travel process. The DTS is an end to end system, which includes items such as, application of simplified rules and entitlements, standardized DoD business processes, E-commerce of DoD’s official travel process, automated management information system (MIS) archive, and a seamless, paperless travel process. This process begins by the traveler inputting data into DTS to initiate a travel request. This data is transferred to the Contractor via a web portal, and will arrive in the Contractor’s Global Distribution System (GDS) as a pre-built passenger name record

(PNR). For locations where DTS is implemented, the Contractor shall process all PNRs received via DTS in accordance with this statement of work. The Contractor does not need direct access to the DTS web portal in order to perform required functions.

C.1.3. DoD studies indicate that use of the DTS will help reduce costs in the administration of official DoD travel.

Additionally, it is envisioned that overall commercial travel office (CTO) costs for providing official travel management services will be reduced as a result of utilizing the DTS. The Government anticipates that efficiencies will arise from reduced telephone interaction with Government personnel, and less time required by CTOs to make arrangements.

C.1.4. Automated DTS travel services will be implemented at designated Government locations over the course of the performance period of this contract on a phased basis by location and/or by organizations at a location. The

Contractor will provide traditional travel management services to support each location in its awarded Travel Area until such time as travel services facilitated by the DTS web portal shall be provided.

C.2. APPLICABLE DOCUMENTS

C.2.1. COMPLIANCE DOCUMENTS

C.2.1.1. The Contractor's performance of the functions listed in this statement of work (SOW) shall be in strict conformance with the provisions of all compliance documentation listed below, as well as any revisions or updates to those documents that are hereafter provided or issued by the Government. The Contractor's failure to perform in strict accordance with the current version of all compliance documentation shall be considered as a default in performance under this SOW.

Section J, Attachment 1, List of Applicable DoD Policies

Section J, Attachment 2, Daily Passenger Name Record (PNR) Processing Instructions

Section J, Attachment 3, Defense Travel System Small Business Set-Aside CTO Quality Assurance Plan

Section J, Attachment 4, DD Forms 1423, Contract Data Requirements List (CDRL)

Section J, Attachment 5, Local Purchase and Payment of Airline Ticket (LOPA) Reconciliation Procedures

Section J, Attachment 6, CBA Reconciliation Process

Section J, Attachment 7, RESERVED

C.2.2. INFORMATIONAL DOCUMENTS

Section J, Attachment 8, Acronyms and Definitions

Section J, Attachment 9, RESERVED

Section J, Attachment 10, RESERVED

Section J, Attachment 11, RESERVED

Section J, Attachment 12, RESERVED

Section J, Attachment 13, RESERVED

Section J, Attachment 14, RESERVED

Section J, Attachment 15, RESERVED

Section J, Attachment 16, RESERVED

C.3. REQUIREMENTS

C.3.1. The following sections of the statement of work C4, C5, C6, and C7 further detail the requirements of this effort. The requirements in Section C4 apply to this contract at all times and are not affected regardless of whether

DTS facilitated services or traditional services are being provided. Requirements in C5 define specifics relating only to transactions processed through the DTS web portal. The requirements in C6, apply to traditional travel services only. Requirements found in C7 describe the Additional Services.

C.4. Requirements applicable to both DTS facilitated and traditional Travel Management Services

C.4.1 In accordance with compliance documents identified in C2, and the requirements in this contract, the

Contractor shall perform all required Travel Management Services to support official travel activities of DoD sponsored travel at duty stations located within the covered Travel Area. If the local Business Rules conflict with the requirements in this Statement Of Work (SOW), the contractor shall perform in accordance with the contract.

The services include, but are not limited, to the following:

Arranging and making reservations for all modes of commercial transportation to include air, surface and water, to the extent allowed by commercial ground transportation carriers.

Making lodging reservations at commercial facilities

Making rental car reservations

Performing services as necessary to arrange and coordinate travel on short notice

Issuing tickets for all modes of transportation

Arranging group travel

Making reservations for international travel of pets in connection with Permanent Change of Station (PCS) travel

Arranging transportation/shipment of human remains

Compiling and submitting monthly STATCO Reports. NOT APPLICABLE TO DTS TRANSACTIONS.

Compiling and submitting quarterly Unused Ticket Reports.

Compiling and submitting quarterly Premium Class Travel Reports.

Providing delivery of itineraries in accordance with this statement of work

Arranging changes to the trip as requested by the traveler, either before or after departure, reissuing tickets as requested, and canceling travel arrangements/reservations as requested

Maintaining security of personnel data and ensuring enforcement of Privacy Act requirements

C.4.1.1. The Contractor shall identify and cancel, when capable, all unused or partially unused e-tickets 30 days from the date of the last air segment and initiate the process for refunds. The Contractor shall immediately process refunds for paper tickets upon receipt. E-tickets shall be processed upon notification of non-use. The Contractor shall assist the Government in research of unused tickets.

C.4.2. IMPLEMENTATION APPROACH

C.4.2.1. RESERVED

C.4.3. REQUIRED STAFFED LOCATIONS

C.4.3.1. The Contractor shall provide on site staffing for all Government locations as required by the terms and conditions of the existing Statement of Work.

C.4.3.2. For Contractor staffed locations; the Government will provide furnished facilities IAW local site standards, utilities, to include electricity, water, and any utility used for heating and air conditioning, custodial service, refuse collection, pest control, and Military Police and fire protection at the level provided to Government offices. The air condition system shall meet operability needs of the Contractors Global Distribution System (GDS).

The Government will not provide additional facility space beyond the existing structure. Whenever the Contractor occupies space in Government-owned or controlled facilities, the Government will provide, at no cost to the

Contractor, existing voice and DSL/T1 data telephone lines, except DSN telephone lines. The cost of activating or maintaining service to existing lines shall be borne by the Contractor. The Contractor at its expense may install additional lines and connections. All telephone lines used by the Contractor in any Contractor-staffed office(s), including those installed at the expense of the Contractor, are subject to the control of the installation telephone office. Telephone numbers shall be listed in installation telephone directories as “Commercial Travel Office.” The name of the Contractor shall be listed in accordance with local policy; the Contractor may include the name of a subcontractor. The Contractor shall provide sufficient commercial telephone lines and instruments to perform the requirements of the contract.

C.4.3.3. The Contractor shall ensure that staffed Government locations are maintained in a clean and orderly manner, consistent with installation and agency regulations.

C.4.3.4. The Contractor shall provide travel office interior and exterior signs, which shall conform to Government

Service and Agency regulations and local site customs.

C.4.3.5. The Contractor shall clearly identify its personnel in accordance with Government service and agency regulations and local site custom. Contractor personnel shall be able to read, write, speak and understand the

English language fluently.

C.4.3.6. The Contractor and its personnel shall comply with all published safety and security guidelines applicable to the installation or site at which any Contractor-staffed office is located, as well as such additional procedures as the installation or site commander hereafter judges necessary in light of emerging circumstances. All accidents that result in damage to Government property occupied and used by the Contractor shall be reported to the QAE within 1 workday from occurrence. In addition, all injuries to Contractor personnel shall be reported to the QAE within 1 workday from occurrence.

C.4.3.7. The Contractor shall not hire any person whose employment would result in a conflict of interest under

DoD Directive 5500.7-R and 5 CFR (Standards of Ethical Conduct for Employees of the Executive Branch) (current version).

C.4.4. TRAINING AND INFORMATION EXCHANGES

C.4.4.1. RESERVED

C.4.4.2. RESERVED

C.4.4.3. RESERVED

C.4.4.4. RESERVED

C.4.5. Travel orders authorize official travel at Government expense. For traditional transactions, using a CBA as a form of payment, a copy of the travel order/authorization shall be provided to the CTO prior to ticketing. For traditional transactions, using an IBA as a form of payment, a copy of the travel order/authorization shall be viewed.

The CTO is not required to maintain a copy of the travel order/authorization. Electronic DTS generated authorizations, using the reservations 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.

C.4.6. MANAGEMENT INFORMATION SYSTEM (MIS) Reporting REQUIREMENTS

The Contractor shall provide accurate MIS information on all travel services provided. MIS reporting shall be performed in accordance with this contract, however, the Government reserves the right pursuant to the Changes

Clause to establish additional or alternative MIS reporting requirements. Examples of MIS reporting include CBA reconciliation, STATCO, CDRL AA06. STATCO and reporting shall be required for Traditional transactions only for the entire performance period of the contract. (CBA reconciliation functionality is planned to be released in the third quarter fiscal year 2004 for those transactions facilitated through DTS.) Once this functionality is in place, the

CTO will no longer be required to provide that service for transactions processed via DTS. Until that time, for DTS facilitated transactions and for traditional travel services, the Contractor is required to perform CBA reconciliation.

STATCO data for DTS transactions will be generated by the Government from the DTS system.

C.4.6.1. Daily Passenger Name Record Input (PNR Daily)

The Contractor shall establish Global Distribution System (GDS) bridge/branch access between the Government and the Contractors pseudo city codes (PCC)/subscriber identifications (SID) which support the creation, modification, cancellation, and ticketing, of DoD passenger name records (PNRs) to include DTS and Traditional for the sites identified under this contract. The Contractor shall ensure the bridge/branch access includes PCCs/SIDs designated for on-site staffed offices and off-site support/fulfillment such as call center service, emergency after-hours support, sub-contractor support, virtual agents, quality control, etc. Once bridge/branch access has been established, the

Contractor shall utilize the applicable GDS auto-queue functionality to queue place all newly created, modified, cancelled, and ticketed PNRs to a designated queue in the Government’s PCC/SID. The Contractor shall adhere to the guidance provided in Attachment 2 for establishing bridge/branch access and queue placement.

C.4.7. Quality Control

C.4.7.1. RESERVED

C.4.7.1.1. RESERVED

C.4.7.1.2. RESERVED

C.4.7.1.3. RESERVED

C.4.7.2. QUALITY CONTROL PLAN REPORT

C.4.7.2.1. The Contractor shall submit a monthly QCP Report in accordance with CDRL AA08. At a minimum, the Contractor’s QCP Report shall document the results of Quality Control, as measured within the format of the

QCP. The Contracting Officer or COR may forward the QCP and QCP Report to other Government designated personnel, such as the site or installation QAEs. Surveillance of Contractor performance may be conducted through random sampling, report results (e.g., Management Information Systems (MIS) and (QCP), customer feedback provided in Quality Assurance Evaluator’s (QAE) monthly and quarterly reports or any other means necessary to ensure compliance.

C.4.7.2.2. RESERVED

C.4.8. Customer Service

C.4.8.1. The Contractor shall provide 24-hour, 7-day per week courteous and responsive service to include providing services to travelers after normal duty hours when the requests pertains to an emergency and/or short notice travel. The Contractor shall provide a toll-free telephone number where capability exists as well as toll free numbers for fax capability and shall accept collect calls appropriate for supporting all DoD travel needs as required within this contract. The contractor shall, via the itinerary, list telephone numbers for normal and after-normal duty hours; and stipulate that the “after – normal duty hours” phone number shall only be used for emergencies and by travelers enroute. The use of the after hours service will be defined in the local business rules.

C.4.8.2. RESERVED

C.4.8.3. The Contractor is responsible for resolving complaints, disputes or claims between the DoD customer and any principal with whom the Contractor has arranged travel or other services within the scope of travel management services, if the action was originated through the Contractor.

The Contractor shall have the capability to access all airline fares and schedules in order to ensure that the lowest applicable airfare is available. This service shall be provided at the most economical cost to the Government.

C.4.9. Transitions from incumbent or to successor contractor

C.4.9.1. The Contractor shall take all actions necessary to ensure there is no break in service during the transition between any previous or successor Contractor during phase in and phase out of travel operations. The transition shall be handled without substantially reducing services to the customer. The requirements in Section C.4.9 apply to the Contractor in both capacities (incumbent and successor) at different times. For the initial implementation the

Contractor is considered the “successor”. Upon contract end the Contractor would be the incumbent and be required to follow the requirements for transition to the next successful awardee.

C.4.9.2. The incumbent Contractor shall electronically transfer to the successor Contractor all unticketed travel records and associated files contained in the incumbent Contractor’s data repository applicable to the effort under this contract. This includes all unticketed records in the pre-travel and during-travel phases. The incumbent

Contractor shall be liable to indemnify the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information due to actions of the incumbent contractor.

C.4.9.3. The incumbent Contractor shall continue to reconcile all forms of payment under this contract for 90-days after the contract performance period ends. No later than the 20th calendar day after contract expiration, the incumbent Contractor shall provide to the Contracting Officer and the COR/ACOR or installation’s QAE a report for each payment mechanism containing the following information for each unbilled transaction (debits and credits) remaining in the incumbent Contractor’s database: complete ticket number, traveler’s name, accounting data, travel authorization number/ travel order number, complete itinerary and dollar amount. The incumbent Contractor shall be liable to indemnify to the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information within their control.

C.4.9.4. The incumbent Contractor shall allow the successor Contractor access to Government travel offices not less than 90 days prior to implementation of the new contract to conduct site surveys.

C.4.9.5. The incumbent Contractor shall issue and deliver tickets for travel commencing within three days after contract expiration by close of business of the last workday of the contract.

C.4.9.6. The incumbent Contractor shall cease operations and vacate all Government facilities by midnight on the last working day of contract performance, unless a different schedule is approved by the Contracting Officer. The successor Contractor shall have access to assigned facilities the weekend prior to the implementation date.

C.4.10. UNUSED TICKET REPORTS

C.4.10.1. Unused Paper Ticket Report

The Contractor shall submit via electronic mail a quarterly MS Excel report to Service/Agency Headquarters, and the Defense Travel Management Office (DTMO) in accordance with CDRL AA09. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Airline, Date of ticket issuance, Airline Ticket Number, Fare Basis Code, Cost of Original Ticket, Refund Value and Travel Order number (if available). A separate report reflecting the total number of unused tickets per site shall be generated for each site within a Travel Area. The report shall be submitted by the 10th business day of each quarter and shall reflect travel performed during the previous quarter (e.g.

the 10 January 2005 report shall represent travel performed in October – December 2004).

C.4.10.2. Unused E-Ticket Report

The Contractor shall submit via electronic mail a quarterly MS Excel report to Service/Agency Headquarters, and the Defense Travel Management Office (DTMO) in accordance with CDRL AA12. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Passenger telephone number (if available), Airline, Date of ticket issuance, Airline Ticket Number, Fare Basis Code, Cost of Original Ticket, Refund Value and Travel Order number (if available). A separate report reflecting the total number of unused tickets per site shall be generated for each site within a Travel Area. The report shall be submitted by the 10th business day of each quarter and shall reflect travel performed during the previous quarter (e.g.

the 10 January 2005 report shall represent travel performed in October – December 2004).

C.4.11. PREMIUM CLASS TRAVEL REPORT

The Contractor shall submit via electronic mail a quarterly MS Excel report to Service/Agency Headquarters, and the Defense Travel Management Office (DTMO) in accordance with CDRL AA10. The report shall consist of the following categories: Service/Defense Agency, Organization, Commercial Travel Office, Passenger Name, Grade/Rank (if available), Passenger telephone number (if available), Travel Order Number (if available), Org/Dest, Airline, Airline Ticket Number, Fare Basis, Date of Travel, Cost of Original Ticket, Cost Difference from

Gov’t/Unrestricted Gov’t Fare, and Travel Order number (if available). A separate report reflecting the total number of Premium Class Travel tickets issued per site shall be generated for each site within a Travel Area. The report shall be submitted by the 10th business day of each quarter and shall reflect travel performed during the previous quarter (e.g., the 10 January 2005 report shall represent travel performed in October-December 2004).

To clarify the reporting of the premium class requirements stated above, the government is requesting that

Commercial Travel Offices report ALL premium class trips (i.e., Business and First Class). If reservations were booked in a coach class fare and the Global Distribution System (GDS) automatically returns a premium class fare as a point-to-point fare or as a leg of a trip, the government requires that the fare be reported on the Premium Class

Travel Report.

To prevent confusion in reporting, the government requests CTOs annotate any Premium Class fares reported, that are not auto-generated by a GDS, as “Requested” by the traveler to ensure that these trips are approved by the government.

C.4.12. Nonappropriated Fund Instrumentalities (NAFIs)

The Contractor shall provide travel services for NAFIs personnel traveling on official business. Travel services shall be provided in the same manner as for appropriated fund travel. Nonappropriated Fund travel is considered official travel for the purposes of this contract.

C.4.13. RESERVED

C.4.14. RELOCATION

If the Government requests the Contractor to relocate during the period of the contract, the Government will provide the Contractor at least 90 days advance notification. Any Government request for relocation shall be at the

Government’s expense. Contractor initiated moves shall be paid by the Contractor. The Contractor shall provide the Government at least 90 days advance notification.

Government request moves shall be coordinated in advance with the Contracting Officer and shall be coordinated and approved in advance by the local government Travel Management Office (TMO). Additionally, all costs associated with Government requested moves shall be approved prior to any costs being incurred and reimbursed by the local TMO. No funds will be obligated on the contract to pay for moves. Any additional costs above and beyond the original approved amount shall be submitted for approval prior to any costs being incurred.

The term “local Government Travel Management Officer” is defined as follows: The local office managed by the

Traffic Management Officer, Installation Transportation Office, Traffic Manager, Passenger Transportation Officer, Passenger Travel Specialist, Movement Control Team, or Branch Management Control Tram that performs travel management functions for official military activity.

C.4.15. RESERVED

C.4.15.1. RESERVED

C.4.15.2 RESERVED

C.4.16 CENTRALLY BILLED ACCOUNT (CBA) RECONCILIATION

C.4.16.1. CBA reconciliation shall be performed in DTS once the CBA reconciliation process in the system is operational. The reconciled information shall be provided directly from DTS to the Government. CBA reconciliation shall be performed by the Contractor for those travel services provided to travelers receiving traditional travel services or for those travelers utilizing DTS prior to full CBA functionality in the system. See

Section J, Attachment 6for additional CBA guidelines and requirements. For a Travel Area comprising more than one military service and/or defense agency, the Contractor shall perform CBA reconciliation for each service/agency represented in that particular Travel Area.

C.4.16.2. The Contractor shall provide research and other assistance as may be required to support the TO or other authorized Government official to resolve pending reconciliation issues. This assistance may be required on CBA reconciliation issues both in the DTS and outside the DTS.

C.4.17. RESERVED

C.5. REQUIREMENTS APPLICABLE TO TRAVEL MANAGEMENT SERVICES FACILITATED THROUGH

DTS

C.5.1. General

C.5.1.1. For sites at which DTS is implemented, the Contractor shall provide, in accordance with this SOW, travel management services through the DTS web portal in response to requests received through the PNR Gateway

System, and utilizing the traveler information contained therein. The Government will be implementing the DTS web portal access on a phased site-by-site and organization-by-organization basis, ensuring DTS is operational at the site, and that travelers are able to utilize the system for requesting travel arrangements.

C.5.1.2. The Contractor shall identify to the Government and implement upon Government request best industry practices that may benefit DoD travel in a DTS environment.

C.5.1.3. If not automatically performed by DTS, the Contractor shall modify or cancel any Contractor arranged travel arrangements and record 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. The Contractor shall provide to the traveler any cancellation or modification information via electronic mail. Additionally, the Contractor shall process prompt refunds IAW best industry practices.

C.5.1.4. RESERVED

C.5.1.5. The Contractor shall provide standard remarks in their DTS Passenger Name Record (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 "Air fare paid by

IBA traveler authorized reimbursement." or "Air fare paid by CBA traveler NOT authorized reimbursement" and any unique travel documentation that the traveler needs to be aware of.

C.5.1.5.1. The Contractor shall provide an itinerary to the traveler via electronic mail. The itinerary shall include, at a minimum, the traveler’s name, applicable routing information including carrier, flight number, ticket number, reservation/confirmation numbers(s), method of payment (Individually Billed Account (IBA), Centrally Billed

Account (CBA), or Government Transportation Request (GTR)), transaction fee(s) imposed, and transportation charges. Additionally, the itinerary shall state: “If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense, if the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense.” Additionally, the itinerary shall include the Contractor’s toll fee assistance number, rental car and hotel data as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documentation.

C.5.1.5.2. The Contractor shall provide the following remark on all DTS itineraries paid by Centrally Billed

Accounts: “Transportation expenses on this itinerary are billed to a Centrally Billed Account, it is owned by the

Government and are not reimbursable to the traveler”.

C.5.1.6. The Contractor shall charge the DTS transaction fee, if the PNR contains all the data elements noted in

Column 3 listed at Section G, paragraph G.15.1, but does not autobook due to the limitations of the Global

Distribution System (GDS) being used by the Contractor, thereby requiring Contractor intervention to book the reservation.

C.5.1.7. The Contractor shall charge the DTS Touch transaction fee, if the PNR does not contains all the data elements noted in Column 3 listed at Section G, paragraph G.15.1, thereby requiring Contractor intervention to book the reservation.

C.5.1.8. For official travel, i.e. air/rail and or ground transportation the Contractor shall accept payment by the

Government charge cards (Individually Billed Accounts (IBA), Centrally Billed Accounts (CBA), or unit cards) and

U. S. Government Transportation Requests (GTRs). For hotel and rental car reservations the Contractor shall accept the aforementioned forms of payment as well as, personal credit card.

C.5.1.9. The Contractor shall provide travel management services as needed to satisfy surge requirements, and in response to contingencies including, but not limited to, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, national disasters, military peacetime and wartime contingency operations, exercises, personal emergencies and mass causalities (human remains). Mass casualties are six or more fatalities per incident. At all times the Contractor shall ensure quality customer service is maintained in accordance with applicable standards set forth in this contract.

C.5.2. Reservations – Transportation

C.5.2.1. The Contractor shall provide arrangements for all modes of transportation (air, surface, and water to the extent allowed by commercial ground transportation carriers) by making confirmed reservations as requested by the traveler or Non-DTS Entry Agent (NDEA) via DTS. Upon receiving the Authorizing Official’s (AO) approval

(again, via the DTS), the Contractor shall have the authority to provide tickets (or other appropriate records of reservations). Note: Ticket issuance normally occurs three business days prior to departure. Travelers may request a different date through DTS.

C.5.2.2. The Contractor shall review the PNR within one business day of receipt, unless directed otherwise by an authorized Government Official. The review shall consist of ensuring the autobooked air, hotel, and rental car reservations are complete and coincide with airline arrival/departure times, as applicable. Rental car reservations shall be made with the companies with which the DTMO has negotiated Government car rental rates. It is mandatory to use these rental car companies when available. When allowed by the carrier, air reservations are autobooked, requiring no further action by the CTO. Contractors using an environment other than Sabre will receive a “long-sell” message to manually book the Southwest Airlines flight(s) that was selected by the traveler from static data through DTS. However, Contractors in a Sabre environment will receive an autobooked PNR for Southwest

Airlines. Seat selection is autobooked, where applicable.

C.5.2.3. The Contractor shall provide lost ticket applications and assist the traveler in filing the application.

C.5.2.4. RESERVED

C.5.2.5. RESERVED

C.5.2.6. RESERVED

C.5.2.7. When commercial travel vendors initiate a change to previously scheduled travel arrangements (including, but not limited to, a canceled flight, change in departure/arrival time, etc.), the Contractor shall notify travelers of the change within one business day by phone or electronic message. If the change affects travel arrangements scheduled to occur or commence within the next 24 hours, the Contractor shall notify travelers immediately by phone or electronic message (time permitting). If the Contractor is unable to contact the traveler, the Contractor shall leave messages at the traveler’s phone number(s) and electronic mail address(es) as contained in the PNR.

C.5.2.8. Electronic ticketing is the preferred method of ticket issuance whenever available. In the event that electronic ticketing is not available, airline tickets shall be issued on ticket stock, which is acceptable for movement on the carrier actually providing the transportation. The Contractor shall maintain sufficient quantities of ticket stock on-site to adequately handle normal and surge travel volumes and avoid ticketing delays. At no additional cost to the Government, the Contractor shall deliver tickets to the traveler or authorized Government official IAW the site’s local business rules. Tickets should not be issued more than 3 business days prior to travel, except when specifically requested by the Government. Delivery of tickets or records of reservation may be accomplished by any effective means such as regular or overnight mail, and/or electronic delivery of an e-ticket, as long as timely delivery to the traveler is accomplished. If electronic ticketing is available and the traveler requests issuance and delivery of a paper ticket in lieu of accepting an e-ticket, the Contractor shall charge the traveler in accordance with

Section G for issuance and delivery of a paper ticket. These additional fees shall not be charged to CBAs. The additional fees can be charged to a personal credit card or paid for with cash.

C.5.2.9. The Contractor shall support emergency and short notice requirements by providing ticketing, or as a last resort, arrange for prepaid tickets for pickup at carrier’s terminal or ticket offices that are convenient to the traveler.

For emergency and short notice requirements, charges or fees associated with the issuance of prepaid tickets shall be approved by the NDEA and will be paid for by the Government unless the Contractor is responsible for late ticket issuance due to a failure of internal processes and e-ticketing is not available.

C.5.2.10. The Contractor shall arrange for excess baggage as authorized and as allowed by the carrier. The

Contractor shall provide the traveler with pertinent information related to the booking of the excess baggage to include carrier rules and fees. The traveler shall make payment for excess baggage directly to the carrier.

C.5.2.11 RESERVED

C.5.3. Reservations – Lodging

C.5.3.1. When requested by the traveler, (reservation not autobooked) the Contractor shall make confirmed reservations for commercial lodging. DoD negotiated volume discount-lodging programs shall be utilized by the contractor where available. All U. S. commercial lodging institutions used shall be on the master list issued by the

United States 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 World Wide Web at http://www.usfa.fema.gov/hotel/index.htm. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the individual

Government charge card.

C.5.3.2. RESERVED

C.5.4. Reimbursement

C.5.4.1. Under no circumstances shall the Contractor provide any traveler with a cash refund for a totally or partially unused ticket issued originally for official Government travel, or allow a credit based on a refund toward the purchase of personal travel.

C.5.5. RESERVED

C.6. REQUIREMENTS APPLICABLE ONLY TO TRADITIONAL TRAVEL MANAGEMENT SERVICES

C.6.1. GENERAL

C.6.1.1. The Contractor shall provide, in accordance with this SOW, traditional travel management services for areas, locations and for organizations where the DTS web portal access is not yet implemented and for travel situations that cannot be processed through DTS.

C.6.1.1.1. RESERVED

C.6.1.1.2. For the Contractor to provide Traditional travel services, travelers will make requests by any means (i.e., phone, email, fax, or in-person). The Contractor shall not issue a ticket unless the travel has been approved by the authorizing official in accordance with applicable business rules and DoD and Agency regulations.

C.6.1.2 . The Contractor shall identify to the Government and implement upon Government request best industry practices that may benefit DoD travel in a “traditional” travel management services environment.

C.6.1.3. Upon a traveler’s request, the Contractor shall modify or cancel any Contractor arranged travel arrangements and provide 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. Additionally, the Contractor shall process prompt refunds IAW best industry practices.

C.6.1.4. The Contractor shall help travelers enroll in frequent traveler programs, provide account numbers to the travel service suppliers when reservations are made, and issue upgrade coupons or free tickets earned to the traveler as permitted by the travel service supplier and DoD policy. The Contractor shall annotate the travelers frequent flyer number in the Passenger Name Record. If a commercial airline ticket is issued by the Contractor using frequent flyer mileage, the Contractor is authorized to charge the traveler a transaction fee for the services provided.

C.6.1.5. For all reservations, the Contractor shall provide an itinerary to the traveler by the most efficient means available (i.e., e-mail, fax, etc.) and approved by the Government. The itinerary shall include, at a minimum, the traveler’s name, applicable routing information including carrier, flight number, ticket number reservation/confirmation number(s),method of payment(Individually Billed Account (IBA), Centrally Billed

Account (CBA) or Government Transportation Request (GTR), transaction fees imposed, and transportation charges. Additionally, the itinerary 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 itinerary shall include the Contractor’s toll free assistance number, rental car and hotel data, as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documentation.

C.6.1.6. For official travel, the Contractor shall accept payment by the Government charge cards, (for Individually

Billed Accounts (IBA) or Centrally Billed Accounts (CBA), or unit cards) and U. S. Government Transportation

Requests (GTRs).

C.6.1.7. The Contractor shall provide travel management services as needed to satisfy surge requirements, and in response to contingencies including, but not limited to, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, national disasters, military peacetime and wartime contingency operations, exercises, personal emergencies and mass causalities (human remains). Mass casualties are six or more fatalities per incident. At all times the Contractor shall ensure quality customer service is maintained in accordance with applicable standards set forth in this contract.

C.6.1.8. The Contractor shall establish quality procedures to ensure the lowest applicable fares consistent with DoD policy are obtained including consideration of alternate departure times and routings. The Contractor shall provide information on least costly commercial travel fares, car rental, and lodging rates to travelers and order-issuing officials

C.6.1.9. The Contractor shall process and accept requests for group travel from the Government Transportation

Officer (TO) or other authorized Government official via DTS, electronic mail, facsimile, or hand delivery. This may include requests for commercial lodging, ground transportation and/or commercial air travel.

C.6.1.10. For group travel requirements, the Contractor shall, upon the Government’s request, negotiate with travel service suppliers for volume discounts or special fares and provide for travel by groups at no additional cost to the

Government. The Contractor shall search multiple sources and offer volume discounts, including unpublished fares from the universe of subscribers and any special fares negotiated with travel service suppliers. The Contractor shall make travel arrangements for group travel in accordance with the TO’s or authorized Government representative’s direction.

C.6.2. Reservations – Transportation

C.6.2.1. The Contractor shall provide arrangements for all modes of transportation (air, surface, and water to the extent allowed by commercial ground transportation carriers) by making confirmed reservations as requested by the traveler or NDEA. Upon receiving Government authorization, the Contractor shall have the authority to provide tickets (or other appropriate records of reservations). Note: ticket issuance normally occurs three business days prior to departure.

C.6.2.2. RESERVED

C.6.2.3. The Contractor shall confirm flight reservations within one business day of the request by the traveler or

NDEA and issue an itinerary as required in the statement of work. The Contractor shall provide advance seat assignment and in accordance with respective airline policies. For reservation requests that fall outside normal business hours, the contractor shall confirm the reservation and issue the itinerary on the next business day unless the travel commences on or prior to the next business day.

C.6.2.4. The Contractor shall provide lost ticket applications and assist the traveler in filing the application.

C.6.2.5. The Contractor shall advise the traveler at the time of reservation if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including time frames and other conditions. This information shall also be specified in the itinerary provided to the traveler.

C.6.2.6. The Contractor shall offer complete car rental reservations to coincide with airline arrival/departure times, if applicable. Rental reservations shall be made, wherever possible, utilizing only those companies with which

SDDC has negotiated Government car rental rates.

C.6.2.7. When commercial travel vendors initiate a change to previously scheduled travel arrangements (including, but not limited to, a canceled flight, change in departure/arrival time, etc.), the Contractor shall notify travelers of the change within one business day by phone or electronic message. If the change affects travel arrangements scheduled to occur or commence within the next 24 hours, the Contractor shall notify travelers immediately by phone or electronic message (time permitting). If the Contractor is unable to contact the traveler, the Contractor shall leave messages at the traveler’s phone number(s) and electronic mail address(es) as contained in the traveler profile.

C.6.2.8. Electronic ticketing is the preferred method of ticket issuance whenever available. In the event that electronic ticketing is not available, airline tickets shall be issued on ticket stock, which is acceptable for movement on the carrier actually providing the transportation. The Contractor shall maintain sufficient quantities of ticket stock on-site to adequately handle normal and surge travel volumes and avoid ticketing delays. At no additional cost to the Government, the Contractor shall deliver tickets to the traveler or authorized Government official IAW the site’s local business rules. Tickets should not be issued more than 3 business days prior to travel, except when specifically requested by the Government. Delivery of tickets or records of reservation may be accomplished by any effective means such as regular or overnight mail, and/or electronic delivery of an e-ticket, as long as timely delivery to the traveler is accomplished. If electronic ticketing is available and the traveler requests issuance and delivery of a paper ticket in lieu of accepting an e-ticket, the Contractor shall charge the traveler in accordance with

Section B for issuance and delivery of a paper ticket. These additional fees shall not be charged to CBAs.

C.6.2.9. The Contractor shall support emergency and short notice requirements by providing ticketing and or as a last resort, arrange for prepaid tickets for pickup at carrier’s terminal or ticket offices that are convenient to the traveler. For emergency and short notice requirements, charges or fees associated with the issuance of prepaid tickets will be paid by the Government unless the Contractor is responsible for late ticket issuance due to a failure of internal processes and e-ticketing is not available.

C.6.2.10. The Contractor shall arrange for excess baggage as authorized and as allowed by the carrier. The

Contractor shall provide the traveler with pertinent information related to the booking of the excess baggage to include carrier rules and fees. The traveler shall make payment for excess baggage directly to the carrier.

C.6.2.11. The Contractor shall make reservations for international air travel. International air travel is to be scheduled on U.S. flag commercial flights whenever available. The Contractor shall not make reservations for official international travel on a foreign flag carrier unless written authorization is provided by the responsible TO.

This requirement does not pertain to routes not serviced by US flag carriers. Failure to receive authorization shall result in the Contractor being liable for the cost incurred for the international travel arranged. The Contractor shall also make reservations for international travel of pets (to be paid for by the traveler) in connection with Permanent

Change of Station (PCS) travel.

C.6.2.12. The Contractor is responsible for indicating the appropriate non-use codes for City Pair flights in accordance with the Defense Transportation Regulation (DTR) 4500.9.

C.6.2.13. The Contractor shall not issue a premium class (first class or business class) ticket at government expense without receiving a signed or otherwise properly authenticated (in accordance with local business rules) travel order specifically authorizing that class of service. Travelers are authorized to upgrade to business class at their personal expense or use frequent travel benefits.

C.6.3. Reservations – Lodging

C.6.3.1. The Contractor shall make confirmed reservations for commercial lodging. The Contractor shall reflect the costs for the lodging on the itinerary. DoD negotiated volume discount-lodging programs shall be utilized by the contractor where available. All U. S. commercial lodging institutions used shall be on the master list issued by the

United States 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 World Wide Web at http://www.usfa.fema.gov/hotel/index.htm. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the individual

Government charge card.

C.6.3.2. RESERVED

C.6.4. Reimbursement

C.6.4.1. The Contractor shall reimburse the Government for additional expenses incurred to obtain alternate travel and accommodations if through the fault of the Contractor, travel or accommodations as confirmed by the

Contractor, are not honored by the vendor or carrier.

C.6.4.2. The Contractor shall reimburse the Government for the difference between business or first class and the lowest appropriate fare if business or first class arrangements are used without appropriate approval in accordance with DoD travel policy.

C.6.4.3. The Contractor shall reimburse the Government for the cost of foreign flag carrier fare if appropriate approval has not been obtained in accordance with DoD travel policy.

C.6.4.4 Under no circumstance shall the Contractor provide any traveler with a cash refund for a totally or partially unused ticket issued originally for official Government travel, or allow a credit based on a refund toward the purchase of personal travel.

C.6.5. Centrally Billed Accounts (CBA)

C.6.5.1. The Contractor shall provide CBA reconciliation when requested.

C.6.5.1.1. The Contractor shall provide research assistance as may be required to support the TO or other authorized

Government official to resolve pending reconciliation issues. This assistance may be required on CBA reconciliation issues both in the DTS and outside the DTS.

C.6.5.1.2. The role of the Contractor for traditional travel services shall be to receive Charge Card Vendor (CCV) invoices electronically and periodically throughout the month as direct electronic file transmissions from the CCV, in accordance with its established billing cycles.

C.6.5.1.3. The Contractor shall produce an electronic file detailing the results of the comparison in the formats specified and transmit that file to the TO and other specified Government entities in accordance with CDRL AA01-

AA04.

C.6.5.1.4. The Contractor shall be required to accept multiple CBA invoices at designated times during the month to support the Contractor “invoiced versus issued” comparison process. The Contractor shall be required to perform a comparison for each ticket item appearing on the CCV’s invoice against the Contractor’s record of issued tickets.

The objectives of this comparison process are to determine the nature and validity of each line item (i.e., both debits and credits), and to identify the Contractor’s best assessment of the nature of the charge (e.g., a valid ticket charge, issued credit, advanced credit (does not apply for Air Force CBA reconciliation), previously applied credit, debit adjustment, or candidate dispute). The end result of this Contractor electronic review process is to document the

Contractor’s best assessment as to the validity or non-validity of the transaction, based upon a comparison against its back office accounting records, and to forward this assessment to the TO in accordance with the specified timeframe.

C.6.5.1.5. CBA reconciliation formats may be different for each Service and Agency being supported by the

Contractor. Required formats are included in this solicitation at Section J, Attachment 6. To successfully perform

CBA reconciliation, the Contractor shall capture and…