Performance Work Statement-Final.docx
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- Travel Agency - MEPS TA 103
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- H98210-12-R-0019
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Defense Human Resources Activity
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Performance Work Statement
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Performance Work Statement
1.0 INTRODUCTION
The Defense Travel Management Office (DTMO), on behalf of the Department of Defense (DoD), requires travel management support services to support official travel activities of authorized DoD travelers for MEPS (Military Entrance Processing Station) Sites in Travel Area 103, which is comprised of: North Chicago, IL., Chicago, IL., Indianapolis, IN., Detroit, MI., Lansing, MI., Minneapolis, MN., Milwaukee, WI., Des Moines, IA., Fargo, ND. and Sioux Falls, SD.
| 2.0 | BACKGROUND | |
| 2.1. | 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, allowance and entitlement program management, and functional oversight of the Defense Travel System (DTS).Within the Office of the Under Secretary of Defense for Personnel and Readiness, the DTMO receives direct oversight from the Deputy Assistant Secretary of Defense for Military Personnel Policy, and is administratively serviced by the Defense Human Resources Activity. | |
| 2.2 | DTS 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. | |
| 2.3 | Official travel activities for authorized DoD travelers include: Temporary Duty (TDY), Permanent Duty Travel (PDT) (formerly known as Permanent Change of Station (PCS)), Recruit travel, travel by Reserve Component/National Guard members, Leisure in Conjunction with Official Travel (LICWO), and evacuation travel. Official travel also includes DoD civilians on invitational travel authorizations in connection with official United States Government business, and travel performed under orders at the expense of federal appropriated and non-appropriated funds. | |
| 3.0 | SCOPE |
The Contractor shall provide all personnel, management, equipment, licenses and supplies necessary provide CTO and travel related service support for official travel activities of authorized DoD travelers for MEPS sites in Travel Area 103.
| 4.0 | REQUIREMENTS | The Contractor shall: |
| 4.1. | Be knowledgeable and skilled in: | |
| 4.1.1. | Travel activity authorizations, reservations, ticketing, fulfillment, reporting, and management. | |
| 4.1.2. | Information technology; call center services; GDSs; government travel suppliers; and government travel policy (i.e. Joint Federal Travel Regulations (JFTR), Volume I; Joint Travel Regulations (JTR), Volume II, and Defense Transportation Regulations (DTR)). | |
| 4.1.3 | Upon issuance of a contract modification by the Government, the provide GDS terminals to be used by the Government for inspection/quality control purposes. The Government TO will use these terminals to monitor the Contractor’s compliance by checking fares, finding alternate routes, pulling up reservations, and checking itineraries. The Contractor shall adhere to any applicable ARC 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. Provide training and maintenance for GDS terminals. | |
| 4.1.4. | Make available GDS-like software that provides similar functionality to a GDS terminal. Provide operator training. This is the only additional service the Contractor may elect to omit. |
| 4.2. | Support reservations made using DTS or other methods determined by the Government. |
| 4.3. | Support of all designated MEPS Sites in Travel Area 103. |
| 4.4. | Comply with all federal/state/local regulations and all applicable host nation requirements to operate a commercial travel office in all CONUS and OCONUS locations. Provide written proof of eligibility to operate in all locations, CONUS and OCONUS, upon request of the government. This PWS takes precedence over local business practices. |
| 4.5. | Accept payment for official travel by all forms of the Government Travel Charge Card (GTCC) (i.e., Individually Billed Accounts (IBA), Centrally Billed Accounts (CBA), and Unit Cards). Additionally, U.S. Government Transportation Requests (GTRs) shall be accepted in accordance with travel industry standards or as specified in the General Services Administration (GSA) City Pair Contract. For official hotel and rental car reservations, the Contractor shall accept IBA, CBA, Unit Cards, and personal charge cards. |
| 4.6. | Assist with resolving complaints, disputes, or claims. |
| 4.7. | Charge In Accordance With Government Elected Payment Methodology. The Government utilizes Point of Sale (POS) as the method of payment for commercial travel office services for Travel Area 103. POS charges a fixed fee for each transaction in performance of the contract. POS transactions include: |
| 4.7.2.1. | DTS Transaction. Any transaction that comes across the Passenger Name Record-Gateway (Web Portal) requiring ticketing that may or may not autobook due to the limitations of the GDS being used by the contractor, 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. |
| 4.7.2.2. | CTO Assist Transaction. Any transaction that requires CTO intervention to book other than those reservations that may not autobook due to the limitations of the GDS being used by the Contractor, or whether or not airlines participate with the ARC. |
| 4.7.2.3. | CTO Assist Non-Air/Non-Rail Transaction. Any transaction in which the services of the CTO are used to complete one DoD travel authorization, which only includes hotel, rental car, or bus (individual and charter) arrangements. |
| 4.7.2.4. | Leave In Conjunction With Official Travel (LICWO) Transaction. Any transaction that books leisure travel services requested by a traveler concurrent with and/or in addition to authorized official travel. |
| 4.7.2.5. | Human Remains Transaction. Any transaction that requires the CTO to book the movement of human remains. |
| 4.7.2.6. | Contractor Travel Transaction. Any transaction that requires the CTO to book and/or ticket travel arrangements for contractors. |
| 4.8. | Apply Transaction Fees |
| 4.8.1. | Charge the DTS transaction fee, if the transaction does not autobook due to the limitations of the GDS being used by the Contractor, or if airlines do not participate with the Airline Reporting Corporation (ARC) thereby requiring Contractor intervention to book the reservation. |
| 4.8.2. | Charge the CTO Assist transaction fee if the DTS PNR does not contain all the data elements noted in CTO Orientation and User’s Guide (See Applicable Documents Section). |
| 4.8.3. | 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. |
| 4.8.4. | Charge a CTO Assist transaction fee to ensure that all DTS reservations booked on all foreign flag carriers (excluding code-shares) are booked in coach/economy class. |
| 4.8.5. | Charge a CTO Assist transaction fee in the event DTS does not populate the Other Supplemental Information (OSI) message(s) indicating the traveler is utilizing a Government or Military fare in the applicable airline format or the OSI does not transmit to the airline, and the Contractor must apply the applicable OSI message(s) to the PNR. |
| 4.8.6. | Charge a CTO Assist transaction fee if directed by the Government to use workaround solutions to ensure optimal customer service due to temporary system problems. |
| 4.8.7. | Charge a CTO Assist transaction fee in addition to the paper ticket transaction fee if a traveler requests a paper ticket be issued when e-ticketing is available. The paper ticket transaction fee shall be charged to the traveler. |
| 4.9. | Provide Traveler Support: | |
| 4.9.1. | Have the capability to access all airline fares and schedules in order to ensure that the most economical airfare and route are available in accordance with DoD policy. CTO Travel Services support shall include the ability to issue tickets in all countries and take into account any industry changes that affect revenue agreements between vendors. | |
| 4.9.2. | Provide high-quality customer service that is capable and responsive. Customer service shall be provided continuously; 24 hours a day, seven days a week. 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. | |
| 4.9.3. | Confirm air/rail, rental car, ferry, bus and lodging as requested by the traveler and identified in the remarks section for reservations not autobooked by DTS. | |
| 4.9.4. | Make air reservations in accordance with the GSA City Pair contract unless an exception applies as documented in the FTR/JFTR. | |
| 4.9.5. | Establish quality control procedures to ensure that all reservations booked on all foreign flag carriers (excluding code-shares) are booked in coach/economy class. | |
| 4.9.6. | Make rental car reservations in accordance with the U.S. Government Rental Car Agreement. | |
| 4.9.7. | 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 (FEMA), 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.dhs.gov/applications/hotel/. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the GTCC. | |
| 4.9.8. | Provide support for en-route changes or make reservations for air/rail, rental car, ferry, bus, and lodging as requested by the traveler. A CTO Assist fee shall apply for changes requiring new ticket issuance. | |
| 4.9.9. | Modify or cancel any CTO-arranged travel 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, document the name of the individual(s) accepting the cancellation, as well as the date of cancellation. | |
| 4.9.10. | Assist the Government in research of unused tickets. | |
| 4.9.11. | For all forms of payment, a copy of the request for refund shall be provided to the traveler at the time the refund was initiated. For CBA transactions, a copy of the request for refund shall be provided to the Government Transportation Office when the reconciliation package is provided. | |
| 4.9.12. | Identify and cancel all unused or partially unused e-tickets, to include non-ARC unused tickets, 30 days from the date of the last air travel segment, and initiate the process for refunds. E-ticket refunds shall be processed upon notification of an airline’s non-use status. Upon receipt of an unused paper ticket, immediately process the refund. | |
| 4.9.13. | Not provide the traveler with a cash refund for a totally or partially unused ticket issued for official Government travel, and not allow a credit, based on a refund, toward the purchase of personal travel. | |
| 4.9.14. | Provide lost ticket applications and assist the traveler in filing the application. | |
| 4.9.15. | Assist customers with travel related inquiries, via telephone, email, fax or in person. | |
| 4.9.16. | Assume additional costs when a traveler incurs additional costs to obtain alternate travel and accommodations, as a result of a CTO error. | |
| 4.9.17. | Assist travelers with enrolling in frequent traveler programs. | |
| 4.9.18. | Within one business day, notify travelers about changes made to travel arrangements when commercial travel vendors initiate a change or transmit OSI or Supplementary Service Request (SSR) messages in PNRs about changes. Traveler notification shall be made by phone or email message. If unable to contact the traveler, leave a message at the traveler’s phone number(s) or email address(es) as contained in the PNR. Ensure all PNRs, originated in DTS, with schedule changes are placed on the outbound/polling queue. For those sites using a Contractor supplied GDS to make reservations, ensure all schedule changes are placed on the Government booking entities queue. | |
| 4.9.19. | Provide 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 to the Government for the official portion of the LICWO travel service request. The LICWO transaction fee shall be charged directly to the traveler. Segregate official travel costs from leisure travel costs. | |
| 4.9.19.1. | Accept requests for LICWO travel in person for staffed locations, as well as by email, phone, fax, or via DTS. At a minimum, accept personal charge cards, cash, checks, and money orders in accordance with industry standards for LICWO travel and shall process timely refunds to travelers as required/appropriate. | |
| 4.9.19.2. | 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
| 4.9.20. | Make arrangements and/or issue Miscellaneous Charge Orders (MCO) in accordance with industry standards for authorized excess baggage. If an 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. | |
| 4.9.21. | Obtain travel orders before travel begins, unless an urgent and unusual situation prevents prior issuance. If official travel must begin or is performed before orders are issued, the travel must be pursuant to oral, letter, or message authority from an Approving Official (AO). The method of AO approval, (e.g., Verbal Orders of Commanding Officer (VOCO), email, memo, etc.) shall be documented in the PNR. For reservations originated in DTS, use the applicable PNR comments to document the method of approval. There will be no liability borne by the CTO if the confirmatory travel order/authorization is not provided by the AO. | |
| 4.9.22. | 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 be charged to the Traveler. If electronic ticketing is not available, deliver tickets to the traveler or authorized Government official. | |
| 4.9.23. | Issue tickets for urgent and unusual situations in accordance with JTR/JFTR. | |
| 4.9.24. | Ensure tickets/ticket jackets issued in connection with international travel do not contain any markings, stamps, or other indicators which might identify the traveler as a military member or government civilian employee or dependent thereof. | |
| 4.9.25. | Provide an itinerary and invoice to the traveler or government agency via email to “.mil”, .gov”, or other addresses as specified by the Government. | |
| 4.9.25.1. | The itinerary and invoice shall include: |
· Traveler's name
· Applicable routing information
· Carrier name
· Flight number
· Reservation/confirmation numbers(s)
· Class of service, (i.e., coach class, business class or first class).
· Statement indicating notification to the carrier of any excess baggage request
· 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
· Traveler’s form of payment, i.e. IBA, CBA, or 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
| 4.9.25.2. | List telephone numbers, via the itinerary, for duty hours and after duty hours. Stipulate that the “after duty hours” phone number shall be used for emergencies only, by travelers who are en-route. | |
| 4.9.25.3. | If an email address is not available, fax the itinerary and invoice to the traveler. | |
| 4.9.26. | Provide standard remarks in the PNR that, at 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. | |
| 4.9.27. | Ensure the PNR, itinerary and invoice state: “If your Individually Billed Account is used as the form of payment for air/rail reservations, this is a reimbursable expense. If the Government Centrally Billed Account is used as the form of payment for air/rail reservations, this is not a reimbursable expense.” | |
| 4.9.28. | Ensure all PNRs contain the OSI messages indicating the traveler is using a Government or Military fare in the applicable airline format. | |
| 4.9.29. | Ensure, for both CTO assist and a DTS transaction, a unique transaction fee number is utilized. The associated thirteen digit air/rail ticket number shall not be used as the transaction fee 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. | |
| 4.9.30 | 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. |
4.9.31 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.
| 4.9.32 | Reimburse the Government for the cost of foreign flag carrier fare if appropriate approval has not been obtained in accordance with DoD travel policy. | |
| 4.9.33 | Under no circumstance shall any traveler be provided 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. | |
| 4.10. | For CTO Assist Transactions only: | |
| 4.11.1. | Have the capability to access all airline fares and schedules in order to ensure that the most economical airfare and route are 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 in their proposed fees (e.g., GDS Fees, commission, etc.). | |
| 4.10.2. | Reimburse the Government form of payment for the cost of foreign flag carrier airfare if appropriate approval has not been obtained in accordance with regulatory requirements. | |
| 4.10.3. | Make complete car rental reservation services to coincide with airline arrival/departure times, where applicable. Reservations shall be booked in accordance with the U.S. Government Rental Car Agreement. In the event it is necessary to reserve a rental car with a company or location that does not participate in the U.S. Government Rental Car Agreement, the traveler shall be advised. | |
| 4.10.4. | Advise the traveler at the time of reservation if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including timeframes 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. | |
| 4.10.5. | Provide advance seat assignment and advance boarding passes in accordance with respective airline policies. | |
| 4.10.6. | Obtain a copy of the travel order/authorization prior to ticketing for CTO Assist transactions using a CBA as a form of payment. For CTO Assist 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. | |
| 4.10.7. | Negotiate with travel service suppliers for volume discounts or special fares and provide group travel support for 10 or more travelers at no additional cost to the Government. 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. | |
| 4.10.8. | Arrange for the movement of human remains. | |
| 4.10.9. | Ensure the traveler’s frequent traveler account number, if provided by the traveler, is provided to the travel service supplier at the time of booking. | |
| 4.10.10. | Prepare and maintain traveler profiles for all travelers. | |
| 4.10.11. | Make confirmed reservations for travelers requesting PDT accommodations to include travel of pets. The traveler will pay all costs for pet travel. | |
| 4.10.12. | Not issue an other than economy/coach (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 their 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. | |
| 4.11. | For DTS Transactions only: | |
| 4.11.1. | 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. | |
| 4.11.2. | For those carriers that cannot be autobooked due to limitations of the GDS being used by the Contractor, or if airlines do not participate with the ARC, 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. | |
| 4.11.3. | Complete the quality control (QC) review of new and amended PNRs/reservations in the inbound queue within one business day of receipt. The Contractor shall immediately place the PNR on the outbound polling queue once the QC review has been completed. The QC review shall ensure the autobooked air, hotel, and rental car reservations are complete and coincide with airline arrival/departure times. | |
| 4.11.4. | Process email requests from the Government for 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 travelers, 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. A CTO Assist transaction fee shall apply for each transaction. | |
| 4.11.5. | Ensure the POS transaction fee is 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 the CTO Orientation and User’s Guide (See Applicable Documents Section). Transaction fee remark data elements shall include; the transaction type, fee amount, transaction fee number, and the type of GTCC used as payment. | |
| 4.11.6. | Verify that all ticketed and unticketed segments received in the inbound or cancel queue have been cancelled within one business day of receipt. If a ticket has been issued, ensure the PNR is placed on the outbound/polling queue and process the refund. For those carriers that cannot be auto cancelled due to the limitations of the GDS being used by the Contractor, or if the airline does not participate with the ARC, cancel the 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. | |
| 4.11.7. | Ensure the ticketed PNR, to include the point of sale fee, is placed on the outbound polling queue immediately upon completing the ticketing transaction(s). | |
| 4.11.8. | Ensure the DTS Retention Line is not removed and is included in the DTS PNR placed on the outbound polling queue. | |
| 4.11.9. | Ensure multiple, associated PNRs are placed on the outbound/polling queue consecutively upon completing the quality control review. | |
| 4.11.10. | Place modified DTS PNRs on the outbound/polling queue if the modification is prior to commencement of TDY. | |
| 4.11.11. | Report DTS problems encountered when processing DTS PNRs to both the COR and Travel Assistance Center (TAC). | |
| 4.11.12. | 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 the CTO Orientation and User’s Guide (See Applicable Documents Section). Additional codes may be introduced at the local level during the contract period. | |
| 4.11.13. | Adhere to the guidelines outlined in the CTO Orientation and User’s Guide (See Applicable Documents Section), for storing airfares, accounting lines, and split ticketing. Also utilize comments as outlined in the CTO Orientation and User’s Guide. Comments should be used exclusively for communicating to DTS travelers and AOs regarding air, car, hotel, and rail reservations in DTS PNRs. | |
| 4.11.14. | 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. | |
| 4.11.15. | Use workaround solutions to ensure optimal customer service due to temporary system problems and charge the CTO Assist transaction fee as directed by the Government. | |
| 4.12. | Provide Centrally Billed Account (CBA) Reconciliation Support | |
| 4.12.1. | Perform CBA reconciliation for CTO Assist and DTS transactions unless otherwise directed by the Government. Submit CBA Reconciliation Report QAE as specified in CBA Reconciliation and Local Purchase and Payment Procedures (LOPA) (See Applicable Documents Section). 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. | |
| 4.12.2. | Provide research and other assistance, as required, to support authorized Government officials in resolving reconciliation issues. This assistance may be required on CBA reconciliation issues both in DTS and outside DTS. | |
| 4.13 | Support Emergency and Surge Requirements Provide Travel Management Services for surge, emergency, and short-notice requirements. 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). | |
| 4.14. | Submit Management Information System (MIS) Reports in accordance with the requirements and formats specified in CTO Data Requirements (Attachment 1), for each site within this travel area. |
4.14.1. Quarterly Reports. These reports shall reflect travel performed during the previous quarter (e.g., the 10 January 2012 report shall represent travel performed in October-December 2010), in MS Excel via email.
4.14.1.1. Unused Paper Ticket Report This report shall consist of the following categories: Service/Defense Agency, Organization, CTO, 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).
4.14.1.2. Unused E-Ticket Report This report shall consist of the following categories: Service/Defense Agency, Organization, CTO, 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).
4.14.1.3. Other Than Economy/Coach Class Transportation Report This 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).
| 4.14.1.3.1. | CTOs shall report all other Than Economy/Coach Class Transportation trips (i.e., Business and First Class). If reservations were booked in a coach class fare and the Global Distribution System (GDS) automatically returns an other than economy/coach class fare as a point-to-point fare or as a leg of a trip, that fare should be reported on the Other Than Economy/Coach Class Transportation Report |
| 4.14.1.3.2. | To prevent confusion in reporting, CTOs shall annotate any other than economy/coach 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. |
| 4.14.2. | Monthly Reports. These reports shall reflect travel performed during the previous month, in MS Excel, via email. |
| 4.14.2.1. | Monthly Commercial Travel Information Management (CTIM) Report. This report shall be submitted to ctim@dtmo.pentagon.mil and reflect monthly CTIM reporting requirements for CTO Assist transactions. For DTS transactions, submit CTIM reporting requirements only for data elements passed through DTS Other Than Economy/Coach Class Transportation Report. | |
| 4.14.3. | Travel Daily. | This report is a continuous PNR queue feed. Provide passenger name record data and support live PNR queue transfer via branch/bridge access to the Government in accordance CTO Data Requirements. Establish bridge/branch access within 90 days of contract start date. |
| 4.15. | Provide Transition Support | |
| 4.15.1. | Submit a final transition plan to the COR that describes all necessary transition related activities to ensure successful performance. Take all actions necessary to ensure there is no break in service during the phase-out of travel operations. Update the transition plan as necessary to accomplish a seamless transition during phase-out. | |
| 4.15.2. | Allow any successor contractor access to Government owned or controlled office space 90 calendar days prior to contract expiration, for site surveys. | |
| 4.16.3. | 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. | |
| 4.15.4. | Continue to reconcile all forms of payment for 90 calendar days after the contract end date. | |
| 4.15.5. | 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. | |
| 4.15.6. | 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. | |
| 4.15.7. | Provide to the QAE, no later than 20 calendar days after contract expiration, a Phase-Out Report for each payment mechanism and unbilled transaction (debits and credits), remaining in the incumbent Contractor’s database. The Phase-Out Report shall contain the following information: |
· Complete ticket number
· Traveler’s name
· Accounting data
· Travel authorization number/travel order number
· Complete itinerary and dollar amount
| 4.15.8. | Indemnify the Government for any costs incurred by the Government as the result of Contractor’s failure to deliver accurate and complete information. | |
| 4.15.9. | Continue to receive reservations approved prior to the transition 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, local time, on the last working day of contract performance. | |
| 5.0 | DELIVERABLES | |
| Deliverable Title | ||
| PWS Reference | ||
| Due Date |
| Unused Paper Ticket Report |
| 4.14.1.1 |
| NLT 10th business day after the end of the quarter, to the S/A HQ and to the COR |
| Unused E-Ticket Teport |
| 4.14.1.2 |
| NLT 10th business day after the end of the quarter, to the S/A HQ and to the COR |
| Other Than Economy/Coach Class Transportation Report |
| 4.14.1.3 |
| NLT 10th calendar day after the end of the month, to the COTR/QAE |
| CTIM Report |
| 4.14.2.1 |
| NLT 10th calendar day after the end of the month |
| Report of CBA Reconciliation Support |
| 4.12.1 |
| Submitted NLT 5 calendar day after the end of the billing cycle |
| QCP Report |
| 8.0 |
| Within 10 calendar days of award. If changes are made, submit revised QCP within 10 calendar days of revision. |
| Travel Daily Report |
| 4.14.3 |
| N/A |
| Phase-Out Report of Payment Mechanisms for each remaining unbilled transaction |
| 4.15.7 |
| NLT 20th calendar day after contract expiration |
6.0. SECURITY REQUIREMENTS The Contractor shall:
6.1. 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.
7.0. GOVERNMENT FURNISHED STAFFEDLOCATIONS/PROPERTY/EQUIPMENT
7.1 Government Furnished Staffed Locations. 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.
7.1.1. 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.
7.2. 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. Notification of approximately 90 calendar days will be provided. 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.
7.3. 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
8.0 QUALITY CONTROL. The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract.
9.0 QUALITY ASSURANCE
9.1. The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS. The Government will make every effort to ensure that the surveillance methods described below are conducted in an objective, fair, and consistent manner.
9.1.1. Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.
9.1.2. Customer Complaint Surveillance. Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder (stakeholder organizations include: Travelers, Authorizing Officials (AO), Defense Travel Administrators (DTA), Transportation Officer (TO), Quality Assurance Evaluators (QAE), Service and Agency Representatives, and the Travel Assistance Center (TAC) regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.
9.2. Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.
9.3. The table below identifies the Critical Performance Elements and the respective Performance Standards and Acceptable Quality Levels (AQLs) which the Government will use to determine contractor performance.
Performance Element: Ticket Issuance
| Performance Standard: |
| The Contractor shall issue tickets within three business days of scheduled travel unless otherwise requested by the Government. |
| Acceptable Quality Level: |
| 97% on a monthly basis. |
Performance Element: Reports
| Performance Standard: |
| The Contractor shall deliver the following reports on time: Unused Paper Ticket Report, Unsued Electronic Ticket Reports, and Premium Class Travel Report. |
| Acceptable Quality Level: |
| 97% on a quarterly basis. |
| 10.0 | APPLICABLE DOCUMENTS |
| AFI 24-101 | |
| Air Force Instruction (AFI) |
| DoD 4500.9-R |
| Defense Transportation Regulation (DTR) |
| DoD DIR 4500.54G |
| Foreign Clearance Guide |
| DoD DIR 4515.13R |
| DoD Air Transportation Eligibility Regulation |
| DoD DIR 5200 |
| Security Requirements for Automated Information Systems (AIS) |
| DoD DIR 5500.7-R |
| Joint Ethics Regulation, Chapter 4 |
| DTOD |
| Defense Table of Official Distance (DTOD) |
| JFTR Vol. I |
| Joint Federal Travel Regulation |
| JTR Vol. I1 |
| Joint Travel Regulation |
| OMB Circular No.A-130 |
| Management of Federal Information Resources |
| Public Law 100-235 |
| Computer Security Act of 1987 |
| DoD FMR 7000.14-R |
| DoD Financial Management Regulations |
| DoD 5400.11-R |
| DoD Privacy Program |
| DoD Directive 5400.11 |
| DoD Privacy Program |
| Definitions and Acronyms |
| DTMO CTO Program Documents |
| Part 1 Air Force CBA Reconciliation Process |
| DTMO CTO Program Documents |
| Part 2 Army CBA Reconciliation Process |
| DTMO CTO Program Documents |
| Part 3 USMC CBA Reconciliation Process |
| DTMO CTO Program Documents |
| Part 4 LOPA |
| DTMO CTO Program Documents |
| PNR Data Elements |
| DTMO CTO Program Documents |
| DTS PNR Format Instruction |
| DTMO CTO Program Documents |
| CTO Orientation and Users Guide |
| DTMO CTO Program Documents |
| 11.0 | ATTACHMENTS | |
| Attachment 1, Part 1: | CTO Data Requirement | |
| Attachment 1, Part 2: | CTO Data Requirement | |
| Attachment 2: | Data Workload Datasheet |
File details come from the government source that posted it. Updated .