17R0033_TA2_PWS_29Mar18_FINAL.docx

Department of Defense (DoD) Defense Travel Management Office (DTMO) Performance Work Statement For

DoD Travel Management Company (TMC) Services for Small Business Administration (SBA) Certified HUBZone Travel Area 2

19Mar18

1.0 INTRODUCTION

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

2.0 BACKGROUND

The Defense Travel Management Office (DTMO) consolidates, streamlines and centrally manages commercial travel and performs analysis and prescribes rates for station/housing allowances, providing a single focal point for the Department of Defense (DoD) and industry. This "single face" ensures consistency in the Department's focus, policy and execution, marking a new era in Government travel. DTMO focus is on transforming the Defense Travel Enterprise by implementing innovative solutions and providing the best value for the travel community.

The DoD Online Booking Tool (DOD OBT) is a fully integrated, automated, end-to-end travel management system that enables DoD travelers to create authorizations (temporary duty assignment (TDY) travel orders), prepare reservations, receive approvals, generate travel vouchers, and receive a split reimbursement between their bank accounts and the Government Travel Charge Card (GTCC) contractor. Travelers access DOD OBT to review available airline, rail, lodging, and rental car options, and select the reservations that best meet their needs. DOD

OBT converts traveler selections into Passenger Name Record (PNR) formats and sends them through one of the Global Distribution Systems (GDS) to the Travel Management Company (TMC) supporting the traveler.

3.0 SCOPE OF WORK

The contractor shall provide all necessary personnel, equipment, facilities, licenses, materials, supplies, and services (except where specified in the PWS) and do all the things necessary for or incident to the performance of the work as set forth below:

Contractor performance shall be in support of all designated DoD facilities for the United States Marine Corps and the Defense Information Systems Agency (DISA) Location in Travel Area Two (2): USMC MCAS Yuma, AZ, USMC Barstow, CA, USMC MARFORRES New Orleans, LA, and DISA, Tinker AFB, Oklahoma City, OK. The contractor shall provide TMC and travel related service support for official travel activities for authorized DoD travelers. The contractor shall support reservations made using DoD OBT. The contractor shall perform all tasks in accordance with the Performance Work Statement (PWS), in the event that local business rules conflict with PWS requirements, the PWS will take precedence.

4.0 CORE TASK REQUIREMENTS

4.1 APPLICABLE DOUCMENTS, POLICY AND REGULATIONS

The contractor shall comply with the following:

· DoD Directive (DODD) 4500.54-E DoD Foreign Clearance Program (FCP)

· DoD Instruction (DODI) 4515.13-R Air Transportation Eligibility January 22, 2016

· DODI 8500.01 Cybersecurity March 14,2014

· DoD Manual 5200.02 Procedure for the DoD Personnel Security Program, April 3, 2017

· DoD 6025.18-R DoD Health Information Privacy Regulation January 24, 2003

· DoD Instruction (DoDI) 8500.1 Cybersecurity

· 5 U.S.C. 5524 The Privacy Act of 1972

· DoD DIR 5500.07-R Joint Ethics Regulation

· Defense Table of Official Distances https://dtod.sddc.army.mil/

· Joint Travel Regulation (JTR) https://www.defensetravel.dod.mil/site/travelreg.cfm

· Defense Transportation Regulation (DTR) http://www.transcom.mil/dtr/

· OMB Circular No. A-130 Management of Federal Information Resources

· HSPD-12 Homeland Security Presidential Directive 12

· The Computer Security Law of 1987, Public Law No. 100-235 (H.R. 145), (Jan. 8, 1988),

· DoD 7000.14-R Department of Defense Financial Management Regulation (DoD FMR)

· DoD Directive 5400.11-R DoD Privacy Program Regulation

· DoD Directive 5400.11 DoD Privacy Program

4.2 GOVERNMENT TRAVEL PROGRAMS

4.2.1 Make travel and transportation arrangements in compliance with Government travel programs:

4.2.2 GSA City Pair Program or the lowest logical airfare if requested by the Government. Information is available at the following URL: http://www.gsa.gov/portal/category/27075

4.2.3 U.S. Government Rental Car Agreement available at the following URL: http://www.defensetravel.dod.mil/Docs/CarRentalAgreement.pdf

4.2.4 DoD Integrated Lodging Program, which includes DoD Lodging and DoD Preferred Commercial Lodging. DoD Integrated Lodging Program information is available at the following URL: http://www.defensetravel.dod.mil/site/lodging.cfm

4.3 GENERAL REQUIREMENTS

4.3.1. Provide high-quality, responsive, customer service twenty four hours a day, seven days a week, three hundred and sixty five days a year (24/7/365).

4.3.1.1 The contractor shall provide high quality, responsive, TMC travel related customer service to official DoD travelers. Customer service coverage will be continuous including historical peak travel periods during the months of May, June and July, during which 40% of the USMC MARFORRES LA annual workload takes place (70% of the overall annual contract workload takes place at USMC MARFORRES New Orleans, LA). USMC MARFORRES has a large volume of air group movements originating from multiple locations to different destinations (See Attachment 3 for workload data).

4.3.2 Provide personnel fluent in written and spoken English.

4.3.3 Support the following means of communication to accept travel and transportation inquiries and requests for reservations:

4.3.3.1 Contractor provided toll-free telephone and fax number.

4.3.3.2 Collect Calls where toll free number capability does not exist.

4.3.3.3 Encrypted email exchanges that safeguard personally identifiable information (PII).

4.3.4 Deliver and maintain high-quality telephone, email, and message handling services.

4.3.4.1 Prioritize calls during surges/peak call times according to the urgency of services required (e.g. issues at airport ticket counter, etc.).

4.3.4.2 Enable callers to have the option to leave a message after three (3) minutes on hold.

4.3.4.3 Return phone calls/emails within one (1) hour for urgent travel assistance.

4.3.4.4 Return calls/emails within one (1) business day for non-urgent travel assistance.

4.3.4.5 Maintain a dropped call percentage rate at or below 2% of total monthly calls.

4.3.4.6 List telephone numbers in installation telephone directories as Contracted Commercial Travel Office.

4.3.5 Assist with resolving complaints, disputes, or claims between the Government customer and any principal with whom the contractor has arranged travel or other services.

4.3.6 Establish branch/bridge access between the Government-designated Help Desk Pseudo City Code (PCC) and each of the contractor’s PCCs that process DoD PNRs. The branch/bridge access shall enable the Government with capability to view and queue place all DoD PNRs.

4.3.7 Register at least one primary and one alternate user for access to the Government designated Help Desk.

4.3.8 Provide Travel Management Services to satisfy urgent emergency and short-notice requirements. Travel services shall support contingencies, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, disasters, military peacetime and wartime contingency operations, exercises, personal emergencies, and mass causalities (human remains).

4.3.8.1 Provide emergency services as directed by the Government. When directed by the Government to provide emergency services, the contractor shall charge fees in accordance with the established contract line items. Although the unexpected and immediate nature of the emergency does not allow for negotiation of altered transaction fees prior to the incident.

4.3.8.2 Provide temporary staffed offices, in response to the requirements in paragraph 4.3.8, at remote ticketing sites as designated by the government within 24 hours. Since the government has not determined the specific remote ticketing sites, assume the sites are located in CONUS. Additionally, there could be multiple sites in each geographic area. The remote ticketing sites shall be operational one hour prior to the charter aircraft arrival and remain operational until all passengers are serviced. Determine and arrange all necessary procedures to ramp up operations, personnel and equipment needs as deemed necessary to support this requirement. Operating hours will be approved by the COR and the Contracting Officer will approve all emergency services that are directed by the Government.

4.3.9 Respond to DoD OBT system problems by implementing workaround solutions as directed by the government, to ensure optimal customer service.

4.3.10 Coordinate changes to the TMC PNR Configuration Parameters (e.g., GDS, PCC and Company Profile) to the government under a DoD OBT change request (CR) for evaluation. All PNR configuration changes shall be coordinated with the COR. The CR shall provide a detailed discussion of the changes, to include the identification of any associated risks (e.g. additional cost, systems impact, etc.).

4.4 REQUIREMENTS APPLICABLE TO ALL TRANSACTIONS

4.4.1 Confirm air, rail, rental car, ferry, bus, ground/surface, and lodging reservations identified in PNR remarks for reservations not auto-booked by DOD OBT, to include enroute changes.

4.4.2 Reserved for future use

4.4.3 Make travel and transportation arrangements, and confirm ticketing for all commercial supplier inventory.

4.4.4 Accept the following forms of payment/guarantee for official travel:

4.4.4.1 Government Travel Charge Card (GTCC)

4.4.4.1.1 Individually Billed Accounts (IBA)

4.4.4.1.2 Centrally Billed Accounts (CBA)

4.4.4.1.3 Unit Cards

4.4.4.2 U.S. Government Transportation Requests (GTRs).

4.4.4.3 Personal charge cards to guarantee official lodging and rental car reservations

4.4.5 Apply the applicable OSI messages required by each airline to all PNRs.

4.4.6 Advise the traveler of special requirements or restrictions regarding the shipment of weapons or military impedimenta.

4.4.7 Advise the traveler when reserving a rental car with a company or location that does not participate in the U.S. Government Rental Car Agreement.

4.4.8 Make reservations utilizing other commercial lodging programs offering negotiated volume discounts following verification of non-availability of DoD lodging and DoD preferred commercial lodging. To the maximum extent possible, confirmed reservations shall only be made at commercial facilities that accept the Government Travel Charge Card (GTCC).

4.4.8.1 Use U.S. commercial lodging institutions 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 temporary duty (TDY) location. The current listing of approved lodging institutions is located on the World Wide Web at http://apps.usfa.fema.gov/hotel/

4.4.9 Issue tickets upon receipt of travel authorizations/orders in accordance with the following:

4.4.9.1 Tickets are Waiting (TAW) date in DOD OBT PNR

4.4.9.1.1 The TAW is applied to the DOD OBT PNR upon Authorizing Official (AO) approval and is the electronic authorization to ticket

4.4.9.2 Collect and maintain the travel order/authorization for non-DOD OBT PNRs, and provide copies in accordance with the Transportation Office or other authorized Government representative’s direction.

4.4.9.3 Receive signed or properly authenticated travel authorization/orders authorizing the use of other than economy/coach class (first class or business class) tickets at Government expense, specifically authorizing that class of service.

4.4.9.4 Obtain the applicable other than economy/coach class transportation reason code from the traveler or authorized Government official upon receipt of request or prior to ticketing.

4.4.9.5 Unrestricted fare tickets shall be issued three business days prior to travel except when requested by the Government.

4.4.9.6 Restricted fare tickets shall be issued in accordance with carrier ticketing rules and DoD OBT TAW date.

4.4.9.7 Issue tickets in accordance with JTR if situation prevents issuance of orders and document method of approval in PNR.

4.4.9.7.1 Obtain approval in accordance with local business rules prior to ticketing against a CBA.

4.4.10 Establish quality control procedures to assist the Government with obtaining confirmed tickets prior to trip departure. The Contractor shall notify travelers immediately via phone or email message prior to auto-canceling airline and rail reservations due to situations such as unapproved reservations and declined credit cards.

4.4.10.1 Facilitate ticket issuance when changes are made to previously ticketed DOD OBT reservations within three (3) business days of departure. As part of its quality control procedures, the contractor shall notify travelers immediately via phone or email message prior to auto-canceling airline and rail reservations due to situations such as unapproved reservations and declined credit cards.

4.4.11 Provide in-transit passenger visibility to track the identity, status, and location of Government travelers from origin/destination within 24 hours of request.

4.4.12. Modify or cancel TMC arranged reservations and record the confirmation or cancellation number in the PNR. If the travel supplier does not provide a confirmation or cancellation number, record the name of the representative and date of request in the PNR.

4.4.13. Assist the Government to identify, track, and recover value from all unused or partially unused tickets to include non – Airlines Reporting Corporation (ARC) unused tickets.

4.4.14. Initiate the process for unused ticket refunds:

4.4.14.1 Immediately upon notification of non-use by the traveler, Government representative, and DOD OBT.

4.4.14.2 No later than thirty (30) days from the date of the last air travel segment for all other unused tickets.

4.4.14.3 Upon receipt of an unused paper ticket.

4.4.15 Provide the Government Transportation Office and the traveler with a copy of the request for refund at initiation of refund.

4.4.16 Document and maintain unused non-refundable tickets and notify travelers of opportunities to exchange until they are used or expired.

4.4.17 Not issue cash refunds to travelers 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.

4.4.18 Make arrangements and issue documents for authorized excess baggage in accordance with carrier/industry standards, and provide the traveler with the carrier’s excess baggage rules and fees.

4.4.19 Provide an itinerary and invoice to the traveler or designated Government point of contract (POC) via email. If an email address is not available, the contractor shall fax the itinerary and invoice.

4.4.20 Include the following information/statements on the itinerary and invoice:

4.4.20.1 Traveler's name

4.4.20.2 Travel schedule (routing, date(s), time(s), flight/train numbers, etc.)

4.4.20.3 Travel supplier name(s), phone number(s), confirmation number(s), and costs (DoD lodging reservation(s) (when booked by the TMC)

4.4.20.4 Air/Rail class of service (e.g. coach class, business class or first class)

4.4.20.5 Contractor’s toll-free telephone and fax number(s) for duty hours and after duty hours

4.4.20.6 Contractor’s collect telephone number (if toll free not available)

4.4.20.7 Traveler’s form of payment (e.g. IBA, CBA, or GTR)

4.4.20.8 Last four digits of the CBA/IBA/GTR number billed

4.4.20.9 Ticket number(s)

4.4.20.10 Transaction fee number (where applicable)

4.4.20.11 Total transportation charges, to include ticket cost(s) with breakdown of taxes and fees, and transaction fee cost

4.4.20.12 Instructions for return of unused travel tickets

4.4.20.13 Information regarding cancellation or penalty charges, non-refundable deposits, etc. (when applicable)

4.4.20.14 Information or instructions necessary for the interchange between modes of transportation (e.g. AMC to commercial) to assist travelers upon arrival at overseas airports and in proceeding from these airports to final destinations.

4.4.20.15 Non-availability (NA) confirmation number for DoD Lodging (does not apply for DOD OBT transactions)

4.4.20.16 “After duty hours” phone number shall be used for emergencies only, by travelers who are “enroute.”

4.4.20.17 “If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense.”

4.4.20.18 “If the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations, this is not a reimbursable expense.”

4.4.20.19 “A request for excess baggage was initiated with the carrier” (when applicable)

4.4.21 Ensure travel documents do not contain any markings, stamps, or any other indicators which might identify the traveler as a military member, Government civilian employee, or dependent thereof.

4.4.22 Accept the traveler’s personal form of payment for all costs related to the following transaction types:

4.4.22.1 Official Travel Combined with Leave/Personal Travel Arrangements

4.4.22.2 Pet Travel

4.4.23 Bear all liability and reimburse the Government for any excess costs due to contractor errors and/or failure to provide requirements in this PWS. For example:

4.4.23.1 Excess costs incurred to obtain alternate travel and transportation arrangement due to TMC error.

4.4.23.2 Excess costs incurred due to the booking and ticketing of unauthorized travel and transportation arrangements by the TMC.

4.4.23.3 Other than economy/coach class transportation (OTECCT) ticket issued by the TMC without approval in accordance with Government travel policy. The contractor shall reimburse the Government the cost difference between the OTECCT ticket issued and the YCA/lowest unrestricted coach fare.

4.4.23.4 Fees and penalties incurred due to the TMC’s failure to initiate a cancellation.

4.4.23.5 Ticketing on a foreign flag carrier without approval in accordance with regulatory requirements.

4.4.23.6 Liability for an accident/damage to a rental car due to TMC error, which includes:

4.4.23.6.1 Booking a non-participating vendor without prior approval when participating vendors are available under the US Government Rental Car Agreement.

4.4.23.6.2 Failure to apply the established Government discount number to a reservation for a vendor under the US Government Rental Car Agreement.

4.4.23.6.3 Additional expenses will not exceed the insurance, damage, and liability limits outlined In the US Government Rental Car Agreement.

4.4.23.7 Excess costs incurred due to the TMC’s failure to deliver accurate and complete information during phase-out activities.

4.4.25. Perform CBA reconciliation in accordance with Attachment 5 - USMC Centrally Billed Account (CBA) Reconciliation Format/Instructions.

4.4.26. Provide research and other assistance to support authorized Government officials in resolving reconciliation issues. This assistance may be required on CBA reconciliation issues both in DOD OBT and outside DOD OBT.

4.5 REQUIREMENTS APPLICABLE TO TMC ASSIST TRANSACTIONS

4.5.1 Book new and change confirmed individual travel requests for travel within 72 hours in one hour.

4.5.2 Book new and change confirmed individual travel requests for travel beyond 72 hours within one business day.

4.5.3 Book new and change confirmed group travel requests for travel within 72 hours in one business day.

4.5.4 Book new and change confirmed group travel requests for travel beyond 72 hours within three business days.

4.5.5 Ensure usage of lowest logical airfare (LLA) and routing in accordance with DoD policy. Reference Joint Travel Regulation (JTR) and Defense Travel Regulation (DTR).

4.5.6 Advise the traveler at the time of reservations if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including time frames and other conditions.

4.5.7 Provide advance seat assignment in accordance with airline policies.

4.5.8 Make reservations for group travel (as defined by carriers):

4.5.8.1 Negotiate with travel service suppliers for volume discounts or special fares

4.5.8.2 Process travel arrangements as directed by the Transportation Office or as directed by other authorized government representatives, e.g. Installation Transportation Officer (ITO), Traffic Manager (TM), Traffic Management Officer (TMO), and Passenger Transportation Officer (PTO).

4.5.8.3 Provide group travel support at no additional cost to the Government.

4.5.8.4 Establish and maintain an email address to receive group travel movement requests from DOD OBT.

4.5.9 Provide the traveler’s Known Traveler Number (KTN), Department of Defense Identification Number (DoD ID), Redress Control Number and frequent traveler account information to the travel supplier at the time of booking.

4.5 REQUIREMENTS APPLICABLE TO DOD OBT TRANSACTIONS

Establish quality control procedures and process DOD OBT PNRs in accordance with the TMC Orientation and User’s Guide (Attachment 12).

4.7 MANAGEMENT INFORMATION SYSTEM (MIS) REPORTING REQUIREMENTS

4.7.1 Provide the following reports in accordance with the delivery and distribution schedule at PWS Section 5.0.

4.7.2 Provide Unused Ticket Report: Submit monthly via email, a report of all unused electronic and paper tickets. Submit a Microsoft Excel report for each site and a consolidated report, grouped and subtotaled by site identification number with a footer containing grand totals. One report shall be generated for each main location delineated by sites supported by the major location and forwarded to the QAE. A consolidated report, delineated by location shall be forwarded to the Service/Agency Headquarters and the COR. The report shall include all fully and partially unused refundable and non-refundable tickets with the following data elements:

4.7.2.1 Service/Defense Agency

4.7.2.2 TMC

4.7.2.3 Passenger last name

4.7.2.4 Passenger first name

4.7.2.5 Carrier code

4.7.2.6 Date of ticket issuance

4.7.2.7 Ticket number

4.7.2.8 Fare basis code

4.7.2.9 Cost of original ticket

4.7.2.10 Date refund requested (for non-refundable fares indicate n/a)

4.7.2.11 Refund value (for non-refundable fares indicate NR)

4.7.2.12 Cancel/Penalty fee (if not applicable indicate n/a)

4.7.2.13 Value of non-refundable ticket minus the penalty fee for exchange (to be carried over month-to-month until used or expired)

4.7.2.14 Last 4 digits of GTCC/GTR

4.7.2.15 Form of payment (e.g. IBA, CBA, GTR)

4.7.2.16 Travel authorization/order number (if available)

4.7.2.17 Total number of unused tickets

4.7.2.18 GDS PNR Locator

4.7.3 Provide Telephone Report: The consolidated Telephone Report shall be submitted via email to the COR. It shall be delineated by site to include the urgent/emergency after-hours call center. The report shall include the following data elements:

4.7.3.1 Total number of calls received

4.7.3.2 Average call wait time

4.7.3.3 Total number of dropped calls

4.7.3.4 Average call waiting time for dropped calls

4.7.3.5 Percentage of dropped calls

4.7.4 Provide Unbilled Transaction Report: Submit a via email a report to the QAE and the LQAE for each payment mechanism containing un-reconciled transactions (debits and credits) for each centrally billed account to include the following data elements:

4.7.4.1 Ticket number

4.7.4.2 Traveler’s last name

4.7.4.3 Traveler’s first name

4.7.4.4 Appropriation data

4.7.4.5 Travel authorization/order number

4.7.4.6 Itinerary

4.7.4.7 Ticket cost

4.7.4.8 Refund amount

4.7.4.9 Ticket/Refund date

4.7.5 Provide Non-ARC Reservation Summary Report: Submit via email a report to the in-coming TMC containing un-ticketed reservations on airlines that do not participate with ARC to include the following data elements:

4.7.5.1 Airline record locator

4.7.5.2 GDS record locator

4.7.5.3 Traveler last name

4.7.5.4 Traveler first name

4.7.5.5 Departure date

4.7.5.6 AO approval designation (e.g. Y/N)

4.7.6 Provide Unticketed DOD OBT PNR Report: Submit via email to the in-coming TMC one report for each site containing unticketed DOD OBT PNRs to include the following data elements:

4.7.6.1 Original GDS code

4.7.6.2 Original PCC/SID

4.7.6.3 Original GDS record locator

4.7.6.4 New GDS code

4.7.6.5 New PCC/SID

4.7.6.6 New GDS record locator

4.7.7 Provide Itemized Activity Report: Submit monthly via email a Microsoft Excel report delineated by location which shall be forwarded to the Service or Agency Headquarters, QAE and the COR. The report shall consist of the following data items:

4.7.7.1 Travel authorization/order number

4.7.7.2 Traveler last name

4.7.7.3 Traveler first name

4.7.7.4 Ticket amount

4.7.7.5 Ticket Number

4.7.7.6 Fare Basis Code(s)

4.7.7.7 Last 4 digits of GTCC/GTR

4.7.7.8 Payment Method (e.g. IBA/CBA)

4.7.7.9 Transaction Fee amount

4.7.8 Provide Workload Data Report: The contractor shall submit via email a consolidated Microsoft Excel report delineated by location and shall be forwarded to the Service/Agency Headquarters and the COR. Submit one report for each site to include the following data elements:

4.7.8.1 Number of Domestic air tickets issued

4.7.8.2 Number International air tickets issued

4.7.8.3 Total number of air tickets issued

4.7.8.4 Number of tickets issued via DOD OBT (No Touch)

4.7.8.5 Number of tickets issued via TMC Assist (DOD OBT created PNR with TMC Assist)

4.7.8.6 Number of tickets issued via TMC Assist (TMC created PNR)

4.7.8.7 Percentage of total tickets issued via DOD OBT (No Touch)

4.7.8.8 Percentage of total tickets issued via TMC Assist (DOD OBT created PNR with TMC Assist)

4.7.8.9 Percentage of total tickets issued via TMC Assist (/TMC created PNR)

4.7.8.10 Number of car bookings with air/rail ticket involved

4.7.8.11 Number of car only bookings without an air/rail ticket involved

4.7.8.12 Number of lodging bookings with air/rail ticket involved per site

4.7.8.13 Number of lodging only bookings without an air/rail ticket involved

4.7.8.14 Number of air group movements

4.7.8.15 Number of bus group movements

4.7.8.16 Number of bus charters

4.7.8.17 Number of individual bus reservations

4.7.8.18 Number of tickets reissued after ticket issuance

4.7.8.19 Number of enroute changes

4.7.8.20 Number of refunds, exchanges and voids

4.7.8.21 Percentage of overall transactions involving refunds, exchanges, and voids

4.7.8.22 Number of tickets issued electronically based upon industry standards

4.7.8.23 Percentage of tickets issued electronically versus paper from overall transactions

4.7.8.24 Number of tickets issued for official travel combined with leave/personal travel

4.7.8.25 Percentage of tickets issued for official travel combined with leave/personal travel

4.7.8.26 Number of domestic rail tickets

4.7.8.27 Number of international rail tickets

4.7.8.28 Total number of rail tickets

4.7.8.29 Number of human remains transactions

4.7.8.30 Number of tickets issued on day of travel

4.7.8.31 Number of tickets issued utilizing CBA billing

4.7.8.32 Number of tickets issued utilizing IBA billing

4.7.8.33 On-Site staffed location (Indicate Yes or No)

4.7.8.34 Servicing TMC locations (If on-site staffing is not required for this location and TMC services are provided from another location, provide TMC location where services are provided.

4.7.9 Reserved

4.7.10 Comply with TMC Data Report Requirements

4.7.10.1 Travel Daily: Establish branch/bridge access, provide PNRs via continuous live queue transfer, and provide data elements in accordance with Attachment 1 - TMC CTO Data Requirements.

4.7.10.2 TMC Monthly: Submit TMC Monthly data elements in accordance with Attachment 1 - TMC CTO Data Requirements.

4.7.10.3 Other Than Economy/Coach Class Transportation (OTECCT) Validation: Perform OTECCT validation in accordance with Attachment 1 - TMC CTO Data Requirements.

4.7.11 Provide MIS reporting data required in paragraphs 4.7.2 – 4.7.9.3 in a pipe delimited comma separated values (CSV) file format (except where noted). Files shall be prepared in accordance to the formats in Table 2 – MIS Reporting Formats and the delivery and distribution schedule in PWS Section 5. All reports shall include a footer record in the first two columns of the last row in the report. The footer will consist of the beginning date of the report period in the first column and the ending date of the reporting period in the second column.

4.7.12 Name reports using the following naming convention:

4.7.12.1 V01_ REPORT_NAME_YYYYMM_ TMC NAME.csv

4.7.12.2 V01 is internal reference used by DTMO, do not modify

4.7.12.3 YYYY is the four-digit calendar year of the end of the reporting period

4.7.12.4 MM format is the two digit month of the end of the reporting period. If the reporting period ends January through September, front fill the month with a zero e.g. 01 represents January

4.7.12.5 Example: Contractor ABC’s monthly unused ticket report for August 2017 would be named V01_ UNUSED_TICKET_REPORT_201708_ TMC NAME.csv

4.7.12.5.1 Erroneously named MIS files may be rejected and considered undelivered by the Government.

4.7.13 Register authorized personnel for access to the Secure Communications Portal (SCP) at: https://www.defensetravel.dod.mil/Passport

4.7.14 Submit data files and reports via the DTMO’s SCP, which will be found at the DTMO's web portal, Passport at https://www.defensetravel.dod.mil/Passport

4.7.15 Submit questions regarding access, instructions, formatting, and transmissions via email to: dodhra.mc-alex.dtmo.mbx.CTIM@mail.mil and copy the COR.

4.7.16. Expired Ticket Report - Submit a report of all expired unused electronic and paper tickets. Submit a report for each site and a consolidated report, grouped and subtotaled by site identification number with a footer containing grand totals. The report shall be submitted by the 15th calendar day of each month and shall reflect data from the previous month. The report shall include all expired refundable and non-refundable tickets with the following data elements:

· Service/Defense Agency

· TMC

· Passenger last name

· Passenger first name

· GDS PNR locator

· Carrier code

· Date of ticket issuance

· Ticket number

· Fare basis code per segment

· Total cost of original ticket

· Expired residual

· Cancel/Penalty fee (if not applicable indicate n/a)

· Last 4 digits of GTCC/GTR

· Form of payment (e.g. IBA, CBA, GTR)

· Travel authorization/order number (if available)

· Total number of expired tickets

Table 2. MIS Reporting Formats

Worldspan = 6 alpha characters or alpha numeric

4.8 CONTRACTOR PROVIDED GDS EQUIPMENT, SOFTWARE AND LAN/PNR ACCESS

4.8.1 Install and maintain equipment and provide access in accordance with the below requirements. The equipment will be used by Government personnel for CBA reconciliation and for quality control monitoring.

4.8.1.1 GDS software shall enable Government personnel to view all PNRs booked for the site, reservations, check routings and fares, etc.

4.8.1.2 Service, upgrade, and replace equipment and LAN connection as deemed necessary by the Government.

4.8.1.3 Provide software release updates.

4.8.1.4 Adhere to industry standards and security procedures for setting up the contractor provided equipment.

4.8.1.5 Provide the Government with operating instructions for the equipment and information regarding security.

4.8.1.6 Provide training to Government personnel virtually or online to one person for each site listed in Table 3, section 4.8.2 during implementation.

4.8.1.6.1 The training shall ensure the Government is capable to conduct quality control and research independently.

4.8.1.6.2 Minimum of once per year refresher training, unless significant GDS software updates occur as determined by industry.

4.8.2 Provide computer hardware configured with GDS software, access to the GDS through contractor’s LAN and laser printers, in accordance with Table 3 below, which includes the sites and quantities required:

Table 3. Government GDS Access for Inspection and Quality Control

Access

4.9 IMPLEMENTATION SEMINAR SUPPORT

4.9.1 Participate in a Government conducted virtual seminar sessions, during the implementation period.

4.9.2 Submit proposed implementation presentation materials electronically to the COR for approval prior to the implementation seminar.

4.9.3 Present information relating to the contractor’s travel management services to include at a minimum: TMC Assist travel services, after-hours procedures, quality control, ticket delivery, and CBA reconciliation procedures.

4.10 TRANSITION- PHASE-IN/PHASE-OUT REQUIREMENTS

4.10.1 Submit and maintain a transition plan detailing all related phase-in activities and milestones to ensure successful on-time performance. The plan shall also include all phase-out activities for transitioning services to a successor contractor under a future contract to ensure minimal disruption and no diminution in the quality of services.

4.10.2 Phase-in plan:

4.10.2.1 Perform phase-in services during the 60 day implementation period between contract award and the start of performance.

4.10.2.2 Receive a GDS-to-GDS transfer of un-ticketed reservations from the incumbent contractor.

4.10.2.3 Assume travel services at 4:01 pm local time.

4.10.3 Phase-out plan:

4.10.3.1 Issue tickets by the close of business on the last workday of the contract for travel commencing within three calendar days after contract expiration.

4.10.3.2 Book all requests received prior to expiration of the contract.

4.10.3.3 Perform CBA reconciliation and process unused ticket refunds for 180 calendar days after the contract end date.

4.10.3.4 Provide contact information for travelers to request unused ticket refunds.

4.10.3.5 Perform a GDS-to-GDS transfer of un-ticketed travel records to the successor contractor under a future contract. The GDS-to-GDS transfer shall take place at 4:01 pm local time, on the last working date of the contract.

4.10.3.6 Cease operations and delete branch/ bridge access between the contractor’s PCC/SID and the DOD OBT PCC/SID at 4:01 pm local time.

4.10.3.7 Provide the successor contractor access to Government owned or controlled office space for site surveys upon notification by the Government.

4.10.3.8 Vacate all Government facilities on the last day of operations as directed by the COR.

4.10.3.9 Not transfer telephone numbers used by the Contractor at on base/post travel offices to off base posts /locations upon contract expiration.

4.10.3.10 Terminate any telephone numbers used for off-base/post service centers, such as a regional reservation center, promoted to the DoD military community under the contract upon expiration of the contract.

4.11 CONTRACT MANAGEMENT SUPPORT

4.11.1 Provide a staffing plan to include the following key personnel:

4.11.1.1 Contract Manager/Program Manager/Account Manager – Ten (10) years commercial travel experience, with five (5) years government travel experience. This individual will serve as the primary point of contact to the CO and the COR.

4.11.1.2 Quality Control Manager – Five (5) years commercial travel experience

4.11.1.3 Operations Manager – Ten (10) years commercial travel experience, with five (5) years government travel experience

4.11.1.4 Site Managers – Five (5) years commercial travel experience, with two (2) years government travel experience.

4.11.2 Participate in monthly outreach sessions as needed to discuss/resolve performance and systemic issues.

4.11.3 Report DOD OBT problems encountered when processing DOD OBT PNRs to both the COR and Government designated Help Desk.

4.11.4 Coordinate unscheduled office closures with the COR.

4.11.5 Notify the COR prior to changing the proposed approach for supporting travel services.

4.11.6 Submit proposed staffing changes to the staffing plan no less than thirty (30) calendar days prior to the proposed date of the effective changes to the Contracting Officer for approval. Staffing adjustments shall support the agent to transaction ratio originally proposed unless approved by the CO.

4.12 TMC DATA REQUIREMENTS

4.12.1 TMC Data Requirements

See ATTACHMENT 1 - TMC CTO Data Requirements

4.12.2 TMC Site Location Spreadsheet

See ATTACHMENT 2 – TMC Site Location Spreadsheet

4.13 CBA RECONCILIATION SUPPORT

4.13.1 The Contractor shall perform CBA reconciliation for TMC Assist and DoD OBT transactions unless otherwise directed by the Government. See Attachment 5 Part 3 for additional CBA requirements and guidelines.

5.0 DELIVERABLES

The contractor shall provide the deliverables in accordance with the following:

Table 4. Deliverables

Section Due Date

Open branch/bridge access between contractor PCC/SID’s and Government help desk PCC/SID

4.3.6 NLT 7 days prior to contract start date

Establish DOD OBT group authorization email address

4.5.3 Submitted to the COR NLT 15 days prior to contract start date.

of the month via the DTMO’s SCP at https://www.defensetravel.dod.mil/Passport

of the month https://www.defensetravel.dod.mil/Passport

of the month

of the month

7.2 15 days prior to the end of the contract implementation period.

6.0 CONTRACTOR MANPOWER REPORTING

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for Defense Travel Management Office via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/ . Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, unless a later date is otherwise authorized by the Office of the Under Secretary of Defense (Personnel and Readiness).

Contractors may direct questions to the help desk at help desk at: http://www.ecmra.mil .

7.0 CONTRACTOR TRAVEL

Contractor travel is not anticipated in the performance of this requirement.

8.0 SECURITY

8.1 The Contractor shall establish appropriate administrative, technical, and physical safeguards to protect any and all nonpublic Government data to ensure the confidentiality, integrity, and availability of government data. The Contractor and all Contractor personnel with access to or responsibility for nonpublic Government data under this contract shall comply with the following directives and instructions:

· DoD Instruction (DoDI) 8500.1 Cybersecurity

· 5 U.S.C. 5524 The Privacy Act of 1972

· DoD Directive (DoDD) 5400.11 DoD Privacy Program

· DoD Directive (DoDD) 5400.11-R DoD Privacy Program

· DoD 6025.18-R DoD Health Information Privacy Regulation

· DoD 5200.2-R Personnel Security Program 1/1987

· HSPD-12 Homeland Security Presidential Directive 12

8.1.1 Where on-site staffing is applicable, the Contractor shall provide personnel capable of maintaining, at a minimum, a favorable FBI National Criminal History check and ensure completion and successful adjudication of a National Agency Check with Law and Credit (NACLAC) as required for Federal employment. The Contractor shall also provide personnel capable of obtaining a RAPID Gates access card for access to military bases.

8.1.2 If at any time, any Contractor personnel requiring a CAC is unable to obtain/maintain an adjudicated NACLAC, immediately notify the Requiring Activity’s Information Systems Security Group (ISSG) and remove such person from work under this contract.

8.2 SECURITY OF PERSONAL INFORMATION

The Contractor shall:

8.2.1 Maintain security of personnel data for all customers supported by this contract and ensure enforcement of Federal Privacy Act requirements.

8.2.2 Not intentionally obtain or disclose proprietary information of another contractor through use of the DoD OBT PCC. Known or suspected computer vulnerabilities of DoD OBT must be officially and explicitly reported to the Contracting Officer and the COR immediately upon discovery to allow for immediate resolution of the issues.

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

8.2.4 Protection of Individual Privacy (Privacy Act). The contractor and its employees are subject to criminal penalties for violations of the Act (5 U.S.C. 552a (i)) to the same extent as employees of the Department of Defense. The contractor does hereby agree and assures that each one of its employees know the prescribed rules of conduct, and each employee is aware that he/she can be subjected to criminal penalties for violations of the Act. A copy of the rules of conduct and other requirements are set forth in 45 CFR Part 5b. Upon completion of this contract/task order, the contractor shall be required wipe all computers of information related to this contract, and cross shred all documents to ¾ inch.

9.0 GOVERNMENT PROPERTY

9.1 Government furnished property (GFP) is not required in the performance of this Contract.

9.2 Government site requirements

9.2.1 Safeguard all Government property provided for contractor’s use.

9.2.2 Comply with conservation practices to prevent the waste of utilities to include:

9.2.2.1 Use of lights only in areas where and when work is actually being performed

9.2.2.2 Do not adjust mechanical equipment controls for heating, ventilation, and air conditioning systems

9.3 Inspect the on-site location and report conditions that may affect the performance to the QAE and COR.

9.4 Report all accidents and injuries to contractor personnel to the COR and QAE, within one workday from occurrence.

9.5 Be liable for any damages to the premises resulting from negligent acts or omissions of its employees or agents.

9.6 Relocate or realign its travel office, equipment and supplies totally and/or in part, due to organizational/operational changes, at the request of the Government.

9.6.1 The contractor shall receive notification of relocation from the Government 90 calendar days prior to relocation.

9.6.2 The contractor shall coordinate the travel office move in advance with the COR, Service/Agency Representative, and the local transportation office.

9.6.3 The contractor shall submit a cost proposal, for the travel office move, to the COR and Contracting Officer. The actual cost for the requested move shall not to exceed the pre-approved amount, and shall be reimbursed.

10.0 PLACE(S) OF PERFORMANCE.

The contractor shall provide staffing at on-site offices in Government owned facilities listed in Table 5 below. The column to the right of each location indicates the square footage currently available.

Table 5. Locations Requiring Staffing

1Staffed Locations City/State/ Country Square Footage Marine Corps Air Station Yuma Yuma, AZ USA 52-106 USMC Forces Reserve (MARFORRES) New Orleans, LA USA

0.1.2 Comply with all federal, state, and local laws, policies, procedures, and requirements to operate a travel office at the sites required.

10.1.3 Establish operating hours that coincide with the Government’s local business hours.

10.1.4 Activate and maintain service to existing Government commercial telephone lines to include line maintenance at expense of the contractor.

11.0 QUALITY CONTROL

The contractor shall:

11.1 Establish and maintain a quality control plan (QCP) to ensure work performed conforms to the scope of work. The QCP shall address the contractor’s program and strategy for improving quality control over the life of the contract. The QCP at a minimum shall address the following:

11.1.1 Performing inspections

11.1.2 Identifying, correcting, and preventing problems/defective service

11.1.3 Addressing customer complaints

11.1.4 Providing on-time, accurate MIS reporting

11.1.5 Record keeping

11.1.6 Managing telephone and email responsiveness

11.1.7 Maintaining and documenting security of customer Privacy Act Information

11.1.8 Assisting the Government with obtaining confirmed tickets prior to trip departure

11.2 Develop travel surveys and make available to travelers. Once feedback from traveler is received, provide surveys to COR in a monthly report.

12.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Table 6. Performance Requirements Summary

Performance Objective

PWS Paragraph

Performance Threshold

Method of Surveillance

Ensure the lowest logical airfare and route are available in accordance with DoD policy.

and 4.3.4.5: Provide customer service.

95% of the time, customer is able to leave a message after three minutes; after which return calls must be placed within one hour for urgent travel assistance and within one business day for…