H9821017R0033_TA2_1449.pdf

SEE ADDENDUM

(No Collect Calls)

H9821017R0033 13-Feb-2018

b. TELEPHONE NUMBER

(571) 372-8002

8. OFFER DUE DATE/LOCAL TIME

05:00 PM 14 Mar 2018

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

H982109. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

TODD E. DAVIS

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED OR X

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

DEFENSE HUMAN RESOURCES ACTIVITY

4800 MARK CENTER DRIVE,

SUITE 06J25-01

ALEXANDRIA VA 22350-4000

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE HQ0140 16. ADMINISTERED BY

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

DEFENSE TRAVEL MANAGEMENT OFFICE (DTMO)

DEFENSE MANAGEMENT TRAVEL OFFICE (DTMO)

4800 MARK CENTER DR, SUITE 04J25

ALEXANDRIA VA 22350

TEL: FAX:

FAX:

TEL: SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

8(A)

HUBZONE SMALL

BUSINESS

X

SIZE STANDARD:

$20,500,000

NAICS:

561510

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF97

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

H9821017R0033

Section SF 1449 - CONTINUATION SHEET

ADDENDUM 52.212-1

Instructions to Offerors

1. The U.S. Government intends to award to a HUBZone Offeror for Travel Services in accordance with (IAW)

Federal Acquisition Regulations (FAR) Subpart 19.13. By submission of this package, you are stating that ALL terms and conditions of the entire solicitation are accepted and apply to your offer.

2. DEFENSE HUMAN RESOURCES ACTIVITY is the designated office for receipt of offer. The Offeror shall clearly mark envelope(s) / package(s) sent in response to this solicitation with the words “Solicitation Offer

H98210-17-R-0033”. Mailed offers should be addressed to the following location:

Delivery by Mail

Defense Human Resources Activity (DHRA) – PKEA

Contracting Directorate

Attn: Todd E. Davis (Contract Specialist)

4800 Mark Center Dr., Ste. 03E25

Alexandria VA, 22350-1300

Delivery by Hand

Defense Human Resources Activity (DHRA) – PKEA

Contracting Directorate

Attn: Todd E. Davis (Contact Specialist)

4800 Mark Center Dr., West Tower / Ste. 03E25

Alexandria VA, 22350-1300

This is a solicitation for commercial services prepared in accordance with the format in FAR Subpart 12.6. The

Source Selection methodology is Full Trade Off (FTO) approach. Specifically, the Government will conduct a technical evaluation of the HUBZone offeror to determine if the proposal meets the requirements of the solicitation.

The price will be analyzed to determine if the price is fair and reasonable. The subsequent award will be a Firm-

Fixed-Price (FFP) contract.

NOTE: If hand delivering proposal, contact the Contract Specialist via email at least five (5) business days prior to the due date for delivery instructions.

3. The NAICS code for this procurement is 561510 and the small business size standard is $20.5 million (see clause

52.212-1 – Instructions to Offerors – Commercial Items).

4. Questions Relating to Solicitation: Email questions to Contract Specialist Todd E. Davis at

Todd.E.Davis2.civ@mail.mil or Contracting Officer Darryl D. Barnes at Darryl.D.Barnes4.civ@mailmil no later than two (2) weeks after the solicitation is posted. Reference the Solicitation Number in the SUBJECT LINE of the email. Responses will be provided by email / amendment to the solicitation. Ensure to include both personnel when sending an email.

5. Discrepancies: If a HUBZone Offeror believes the requirements in these instructions contain an error, omission, or are otherwise unsound, the offeror shall immediately notify the CS by email with supporting rationale. The offeror is reminded that the Government reserves the right to award this effort based on the initial submissions, as received, without clarifications / discussions.

6. System for Award Management (SAM): When the proposal is submitted in response to the solicitation the

HUBZone Offeror must be registered in SAM. In accordance with FAR 52.232-33 Payment by Electronic Funds

Transfer – SAM.

mailto:Todd.E.Davis2.civ@mail.mil mailto:Darryl.D.Barnes4.civ@mailmil

7. The proposal shall not merely restate the PWS, but demonstrate and provide convincing detail of how they will meet the requirement of the PWS.

8. Your offer must be received by the time and date listed in block 8 of the SF 1449. Facsimile proposals are not authorized. Do not return the entire solicitation. Complete and return the following: four (4) copies with one of the copies to include original signature(s), email 1 copy that has signatures and 1 CD / DVD with all volumes and sections.

Vol. I, Section I, Technical

Vol. II, Section I, Price

Vol. II, Section II, Business Information

Vol. III, Section I Past Performance

A. Volume I, Section I, Technical

The Technical Proposal provided by the HUBZone Offeror shall demonstrate its ability to comprehend and understand the Government’s requirements as set forth in the technical requirements in the PWS and associated documents. A technical proposal must be submitted for the travel area. It must address all sub-factors: Technical

Approach and Methodology, Management Plan, Quality Control and Implementation / Transition. Failure to provide a comprehensive and complete proposal will reflect a lack of capability to provide the required services.

B. Volume II, Section I, Price

1. The HUBZone Offeror shall review the detailed requirements of the solicitation and propose prices based upon the provided information.

2. Attachment 8, Travel Area 2 Pricing Model, must be submitted for the Travel Area. Attachment 8 is a spreadsheet that list the base year and every option year. The spreadsheet provides estimated quantities for each

CLIN on the contract and for each year of the contract. The HUBZone offeror shall complete the spreadsheet for the travel area and FILL-IN the SF1449 solicitation CLINs also.

NOTE: The estimated quantities were consolidated from the information provided in Attachments 3 and 5.

3. Attachment 3, “Workload Data” contains the estimated quantities for the travel area for Defense Travel System

(DTS) and Commercial Travel Office (CTO) Assist transactions including the base year and four option years. The spreadsheet includes a breakdown of the estimates by each location within a travel area. The estimated quantity totals for DTS and CTO Assist transactions for the entire travel area are included in the pricing spreadsheets to be submitted in Volume II, Price Proposal.

4. Quantity estimates in Attachment 3 are based on actual current contract historical quantities of both CTO Assist and DTS transactions provided. This data is provided for information purposes and represents the most current and best available data at the time of solicitation issuance (However, any HUBZone offeror responding to the solicitation shall be cautioned that travel requirements throughout DoD fluctuate and as such this historical data may not be a reliable predictor of future actual requirements. The HUBZone offeror shall reflect the risk of fluctuations in DoD travel requirements in its Firm-Fixed-Price transaction fees).

5. The completed CLINs and the Travel Area 2 Pricing Model spreadsheet (Attachment 8) for the Base and Option years. The CLINs and spreadsheet shall reflect a Firm-Fixed-Price (FFP) transaction fee per unit pricing for each

CLIN. All items listed in the CLINs must have a price, or be marked “NSP” (Not Separately Priced) “NC” for “No

Charge). Additionally, an offeror shall use Attachment 9, Wage Determination pricing sheet regarding Wage

Determination information to develop their pricing. Furthermore, the Point-of-Sale (POS) transaction fee shall be inclusive of all the Performance Work Statement (PWS) requirements and all staffing requirements, reports, and equipment, e.g., Global Distribution System (GDS), emergency and surge requirements etc.

Additional Notes to HUBZone Offerors:

Absent an out of scope change to this contract, transaction fees are FFP and will not be adjusted if actual quantities of transactions vary from the estimated quantities provided in the pricing spreadsheets. As such, a HUBZone must price this risk accordingly. Any HUBZone offeror that responds to this solicitation is cautioned that its FFP must account for the risk of emergency and surge requirements as described in the Performance Work Statement (PWS) in paragraph 4.3. Any post award contract disputes will be processed in accordance with clause 52.212-4 Contract

Terms and Conditions – Commercial Items, which incorporates the Disputes clause, FAR 52.233-1, at paragraph

(d). In addition, the solicitation contains clause 252.243-7002 Requests for Equitable Adjustment. It provides the procedures for submitting requests for an equitable adjustment. Submission of a request for an equitable price adjustment does not guarantee that such a request will be granted by the Contracting Officer. A HUBZone offeror should assess this risk and use their own business judgment in determining which GDS terminals to use in support of the Government’s requirements.

The HUBZone offeror shall use the GDS that best supports the Government’s requirements. If the offeror chooses to use a GDS that isn’t capable of booking / ticketing vendor inventory that it displays in the DoD Online Booking

Tool (OBT) and can be booked / ticketed in another GDS; the offeror’s proposed pricing shall include the costs associated with processing these reservations. The offeror’s proposed pricing shall be inclusive of all processes necessary to meet all PWS requirements to include the Travel Management Company (TMC) Data Requirements and TMC Orientation and User’s Guide.

C. Volume II, Section II, Business Information

HUBZones shall provide the following in Volume II, Section II:

1. Signed copy of the Standard Form 1449, with blocks 17 and 30a-30c completed.

2. Signed copy of the Standard Form 30, with any amendment that was issued in reference to the RFP.

3. The HUBZone DUNS number, Cage Code and Tax ID number.

4. Representations and Certifications through FAR 52.212-3 Alt I, 52.219-1 and 52.222-22

5. Notice: If the proposal that is provided in response to the solicitation at the time of award is provided while the company is suspended, debarred, and ineligible for receipt of a contract from Government Agencies or in receipt of a notice of proposed debarment from any Government Agency, the proposal is voidable at the option of the

Government.

D. Volume III, Section I, Past Performance

The offeror must put forth a good faith effort to provide (as part of Volume 3, Section I) a list of no more than three (3) of the most recent and relevant contracts performed for Federal Agencies / Commercial Sector. The

Government will evaluate recency and relevancy of how the past performance relates to the requirement.

Attachment 11 will be provided by the offeror to DHRA to summarize the services that were provided to the private industry, quasi-government organization, Federal Agency or Non-DoD activity Federal Agency or Commercial

Entity.

E. SUBMISSION OF PROPOSALS

1. Proposals shall be prepared and submitted as follows:

VOL. SECTION VOL.

TITLE

# OF PAPER

COPIES

# OF

ELECTRONIC

COPIES ( Email)

CD / DVD PAGE

LIMIT

I I Technical 4 (3 Copies and 1 with original signatures)

1 (With scanned signatures from any document with signatures.)

1 40 pages

II I Price 1 (Original) 1 (With scanned signatures from any document with signatures.)

1 20 pages

II II Business

Information

1 (Original) 1 (With scanned signatures from any document with signatures.)

1 5 pages

III I Past

Performance

1 (Original) 1 (With scanned signatures from any document with signatures.)

1 5 pages

(A) Format, Organization, and Content

(1) Format

(a) Each volume must be separately bound and contain sufficient information to permit a detailed evaluation.

(b) The offeror’s proposal shall be prepared on standard 8 ½ ” by 11” paper, single-spaced, with 1” minimum margins.

(c) Foldouts may be used, but shall be no larger than 8 ½ ” by 14”, shall be printed on one side only, and shall count as two pages (no page limit).

(d) The type shall be no smaller than 10-pitch “Times New Roman”.

(e) The proposal shall follow the prescribed format.

(f) In addition to the hard copy paper proposals, the offeror shall submit an electronic softcopy of the proposal on a CD / DVD (No USB drives of any sort are accepted).

(2) Organization

(a) The proposal shall be organized / adhered to with the number of volumes, volume titles and page limitations as described above.

(b) Pages shall be numbered consecutively within each volume.

(Intentionally Left Blank)

PERFORMANCE WORK STATEMENT

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

25Jan2018

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, LA, and DISA, Tinker AFB, 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:

(Intentionally Left Blank)

DoD 4500.9-R Defense Transportation Regulation, Part 1, Passenger Movement

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 https://dtod.sddc.army.mil/ https://www.defensetravel.dod.mil/site/travelreg.cfm http://www.transcom.mil/dtr/

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).

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.

http://www.gsa.gov/portal/category/27075 http://www.defensetravel.dod.mil/Docs/CarRentalAgreement.pdf http://www.defensetravel.dod.mil/site/lodging.cfm

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, it is the intent of the Government to make the contractor whole for reasonable, allocable and allowable additional costs associated with the emergency services provided. Accordingly, when additional costs have been incurred due to the provision of emergency services as directed by the Government, the contractor shall submit a request for equitable pricing adjustment to the Government Contracting

Office, no later than 60 days after the emergency services have concluded.

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 Notify travelers immediately via phone or email message when commercial travel suppliers and the Air Mobility Command (AMC) contracted Patriot Express (PE) (AMC/PE) Passenger

Reservation Center initiates a change/cancellation to travel arrangements, or commercial travel suppliers transmit Other Service Information (OSI) and Special Service Request (SSR) messages in PNRs.

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

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

4.4.8 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.

4.4.9 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).

4.4.9.1 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/

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

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

4.4.10.1.1 The TAW is applied to the DOD OBT PNR upon Authorizing Official

(AO) approval and is the electronic authorization to ticket

4.4.10.2 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.

4.4.10.3 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.

4.4.10.4 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.

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

http://apps.usfa.fema.gov/hotel/

4.4.10.6 Restricted fare tickets shall be issued in accordance with carrier ticketing rules and

DoD OBT TAW date.

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

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

4.4.11 Establish quality control procedures to assist the Government with obtaining confirmed tickets prior to trip departure.

4.4.11.1 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.

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

4.4.13. 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.

4.4.14. 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.

4.4.15. Initiate the process for unused ticket refunds:

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

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

4.4.15.3 Upon receipt of an unused paper ticket.

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

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

4.4.18 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.

4.4.19 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.

4.4.20 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.

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

4.4.21.1 Traveler's name

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

4.4.21.3 Travel supplier name(s), phone number(s), confirmation number(s), and costs

4.4.21.4 AMC/PE air information (where applicable)

4.4.21.5 DoD lodging reservation(s) (when booked by the TMC)

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

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

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

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

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

4.4.21.11 Ticket number(s)

4.4.21.12 Transaction fee number (where applicable)

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

4.4.21.14 Instructions for return of unused travel tickets

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

4.4.21.16 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.

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

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

“enroute.”

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

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

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

4.4.22 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.

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

4.4.23.1 Official Travel Combined with Leave/Personal Travel Arrangements

4.4.23.2 Pet Travel

4.4.24 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:

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

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

4.4.24.3 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.

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

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

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

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

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

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

4.4.24.7 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 Process new and modified individual travel requests for travel within 72 hours in one hour.

4.5.2 Process new and modified individual travel requests for travel beyond 72 hours within one business day.

4.5.3 Process new and modified group travel requests for travel within 72 hours in one business day.

4.5.4 Process new and modified 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.

4.5.10 Process requests for international travel and AMC/PE arrangements in accordance with the

Transportation Office or other authorized Government representative’s direction.

4.5.10.1. Confirm reservations on AMC contracted Patriot Express (AMC/PE) charter flights for the locations provided in Table 1 below through the Global Air Transportation Execution

System (GATES) automated system.

4.5.10.1.1 When the GATES system is unavailable, make reservations via telephone, fax, or message through the regional AMC Passenger Reservation Center.

4.5.10.1.2 Annotate the PNR with confirmation of AMC/PE flight non-availability prior to making commercial reservations for routes operated by AMC/PE contracted carriers.

4.5.10.1.3 Provide hardware, to include printers, and download software needed to make and confirm reservation on AMC/PE flights.

4.5.10.1.4 See Attachment 7 for additional information and GATES instructions.

Table 1. Locations Requiring AMC/PE Reservations

4.6 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 available at the following URL:

www.defensetravel.dod.mil/Docs/Training/CTO_Orientation_and_Users_Guide_AUG2017.pdf

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 a report of all 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 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

Locations

FY13 Historical

Annual

Transactions

FY14 Historical

Annual

Transactions

FY15 Historical

Annual

Transactions

FY16 Historical

Annual Transactions

(thru 09/30/16)

MCAS Yuma, AZ 0 0 0 0

Barstow, CA 0 0 0 0

MARFORRES New

Orleans, LA

0 0 0 0

DISA, Tinker AFB, OK 0 0 0 0 http://www.defensetravel.dod.mil/Docs/Training/CTO_Orientation_and_Users_Guide_AUG2017.pdf

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 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 report 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 a report 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 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 a report delineated by site to include the following data elements:

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: 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 tickets issued for leisure only travel

4.7.8.27 Number of domestic rail tickets

4.7.8.28 Number of international rail tickets

4.7.8.29 Total number of rail tickets

4.7.8.30 Number of human remains transactions

4.7.8.31 Number of tickets issued on day of travel

4.7.8.32 Number of tickets issued utilizing CBA billing

4.7.8.33 Number of tickets issued utilizing IBA billing

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

4.7.8.35 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 th 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

Data Element Standard Format

Air/Rail Carrier Code 2 alpha numeric e.g. AA, B8, UA, 2V, etc.

Ticket Number 13 digits; 3 digit airline ticketing code number and the 10 digit ticket number e.g.0161234567890

Transaction Fee Number 13 digits; 3 digit Airlines Reporting Corporation (ARC) Traffic

Document code (890) and the 10 digit transaction fee number e.g. 8901234567890

Date Two digit date, three alpha character month, and two digit year separated by dashes e.g. 01-OCT-17 represents October 1, 2017

Cost, Value, Fee, Amount, Fare, Total, Price, charge(s), etc.

In US dollars to two decimals, no commas, and no dollar sign e.g., 400.00

Airport Code/Rail Station Code 3 alpha e.g. BOS represents Boston Logan International Airport and PGH represents Pittsburgh Rail Station

City Code 3 alpha city code assigned by the GDS e.g. Washington D.C =

WAS

Hotel Supplier/Vendor Code 2 alpha code e.g. FN represents Fairfield Inn by Marriott

Car Supplier/Vendor Code 2 alpha code e.g. ZI represents Avis

ARC/IATA Number 8 digits; include the 0 if first number e.g. 01234567

Fare Basis Code Alpha numeric Complete code to include qualifiers (ticket designator, passenger type codes, etc.), which are separated by a slash e.g. Y14NR/DODGRP

Travel authorization/order number (TANUM) DOD OBT TANUMs are 6 alpha numeric. The number of characters and sequence varies for non-DOD OBT travel authorizations/orders vary. The TANUM is located in field 22 on the DD Form 1610 or field 2 on the DOD OBT Default

Travel Authorization.

PNR/Record Locator The PNR locator assigned by the GDS

Sabre = 6 alpha characters

Worldspan = 6 alpha characters or alpha numeric

Airline Locator/Confirmation The reservation confirmation number assigned by the airline

Time 4 digit military standard 24 hour clock e.g. 1600 to represent

4:00pm

GDS Code Sabre = AA

Worldspan = 1P

Site Identification Number The unique identifier assigned by the Government for each site listed under the contract. For additional information, see section

4 of the CTO/TMC Data Requirements document.

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…