Notional Acquisition Approach and Draft SOO.pdf

Draft - Ready for Release

NOTIONAL ACQUISITION APPROACH

AND

DRAFT STATEMENT OF OBJECTIVES

General Services Administration Federal Acquisition Service

E-Gov Travel Services Next Generation

Travel and Expense

Technology Managed Services

December 9, 2022

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Table of Contents Table of Contents 2

Section B - Supplies or Services and Price/Costs 4

B.1 Pricing and Incentives 4 B.1.1 Pricing 4 B.1.2 Incentives 5

Section C - Description Specifications / Statement of Objectives 7

C.1 Introduction 7 C.1.1 Background 7 C.1.2 Scope 8

C.1.2.1 Changes in Commercial Travel and Expense Services 9

C.2 Performance Objectives 9 C.2.1 Streamline the Government travel and expense experience 10

C.2.1.2 Accessibility and Privacy 10 C.2.1.2.1 Accessibility 10 C.2.1.2.2 Privacy 11

C.2.1.3 User Guidance 11 C.2.1.4 Support Services 12

C.2.2 Create a T&E service delivery model with best-in-class T&E technology services that implements T&E business standards and agency unique needs 12

C.2.2.1 Service Delivery Management 12 C.2.2.2 Travel Reservations Technology Managed Services 13 C.2.2.3 Travel Management Center Reservation and Fulfillment Integration 14 C.2.2.4 Authorization and Expense Technology Managed Services 15

C.2.3 Implement an adaptable architecture and apply Agile product delivery services for continuous improvement 15

C.2.3.1 Adaptable Architecture 15 C.2.3.2 Agile Product Delivery 17

C.2.4 Reduce complexity and increase confidence in data and reporting for improved cost savings, time savings, and user satisfaction 18

C.2.4.1 Data Quality 18 C.2.4.2 Data Aggregation and Extracts 18 C.2.4.3 Reporting and Analytical Tools 18

C.2.5 Comply with required security policies for all relevant data and systems 19 C.2.6 Ensure that the ETSNext deployment successfully converts all ETS2 agency T&E operational services prior to ETS2 contract expiration 20

C.2.6.1 Full Deployment 20 C.2.6.2 Transition-Out 21

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Section D - Packaging and Marking 22

Section E - Inspection and Acceptance 23

Section F - Delivery or Performance 24 F.1.1 Delivery 24 F.1.2 Period of Performance 28 F.1.3 Quality Assurance Surveillance Plan 29

Section G - Contract Administration Data 30

Section H - Special Contract Requirements 31

Section I - Clauses 32

Section J - Attachments 34

Section K - Representations and Certifications 35

Section L - Instructions, Conditions, Notices to Offerors 36

Section M - Evaluation Factors 40

Attachment 1- Federal Agency Current State Profiles 41

Attachment 2- Travel and Expense Process Flow 42

Attachment 3 - Notional Technical Architecture 43

Attachment 4 - Requirements Traceability Matrix 45

Attachment 5 - Authoritative References 46

Attachment 6 - Existing Governance and Customer Engagement Organizations 53

Attachment 7 - ETSNext T&E Technology Managed Services and TMC Travel Services Roles and Responsibilities 3rd Party Agreement 54

Attachment 8 - Acronyms / Definitions 58

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Section B - Supplies or Services and Price/Costs This section includes draft acquisition information on a potential future procurement for T&E Technology Managed Services and is not set in stone. The purpose of this section is to share our current thinking on key aspects of the acquisition and adapt this further based on industry feedback. Changes should be expected.

B.1 Pricing and Incentives GSA intends to complete the ETSNext T&E Technology Managed Services procurement as an open market, single award performance-based, Firm Fixed Price (FFP) contract for IT services using NAICS Code: 513210 Software Publishers.

A separate agile component contract line item number (CLIN) based on firm-fixed price labor hour rates where the labor rates are fixed, but the level of effort (i.e., amount of labor) varies depending on the need is expected to address features or enhancements purchased centrally that are unique to Government. This separate CLIN is where the T&E Technology Managed Services provider will apply an agile product delivery approach, iteratively delivering user-centric features that add value to the T&E service as approved by the Center of Excellence (CoE).

Once these services are fully accepted and released to production, the O&M costs for these features will be incorporated into the Annual Service Management Fee.

B.1.1 Pricing GSA intends to establish Contract Line Items (CLINs) that allow for separate pricing for the initial setup, deployment, and operating and maintenance phases. We anticipate the following service categories / packages:

T&E Technology Managed Services Package Pricing Terms -- we are assuming FFP as follows:

1. Initial Operational Capability (IOC) Services - FFP (SOO Section C.2.6.1)

a. Stand-up the necessary environments to deploy and fully comply with T&E Business

Standards

b. Fully documented API gateway layer implemented to support

i. agency FM integrations and HR integrations (where applicable),

ii. charge card feeds,

iii. Other services as available / recommended by the respondent.

c. Receive FedRamp Authorization to Operate (ATO) for Moderate sensitivity level

d. Deploy first phase of up to 6 agencies into production; only agencies who can deploy on standard configuration and interface validation; very limited agency unique needs addressed via configuration

2. Full Operating Capability (FOC) Services - FFP (SOO Section C.2.6.1)

a. Deploy FOC phase of agencies into production environment; implement in a phased approach to allow time to address agencies with unique needs as capabilities are

Draft - Ready for Release 4 validated to meet them (see Draft Statement of Objectives Section C.2.6.1)

3. T&E Technology Managed Services - FFP (SOO Section C.2.1-C.2.5)

a. Annual Cost for supporting the T&E Technology Managed Services including operation, maintenance, integrations, security management (including continuous monitoring and continued ATO requirements), and continuous commercial improvement (pricing strategy, is there a separate cost for O&M?)

b. Operation and Maintenance of API Gateway with data quality business rules engine.

Note: Agencies (not the T&E Technology Managed Service) will be responsible to map their FM/HR systems to the API Gateway.

c. Help desk [align any ROM inputs w/ answer to related question in RFI Section 2, Information Requested]

i. Option 1: Support during Core Hours Only

ii. Option 2: 24/7 Support

d. Law, Regulation, and Policy driven changes to maintain compliance, e.g., Federal Travel Regulation, Treasury Authorization and Expense Policy, IT/Security Policy, T&E Business Standards, etc. (Example: FTR change e.g.,- preference for least expensive, compact car.)

e. Optional CLINs

i. Service Enhancement Sprints for new Government capability or changes based on FFP for 2-week sprints. Government capability is defined as anything not in commercially driven improvements, IOC, or FOC.

ii. [respondent recommendations]

B.1.2 Incentives

The vendor shall be provided incentives to continuously improve the T&E technology services.

GSA is considering multiple types of contract incentives for key performance areas as follows:

Service Level Agreement Incentives:

Please confirm how these SLAs align with your business model and service delivery approach

SLA Description

Customer Satisfaction Continuous Improvement

Transaction Satisfaction

Annual customer satisfaction survey and transaction level survey

Sprint Effectiveness Government and ETSNext vendor agree to a defined work package for a service enhancement sprint. Incentive tied to exceeding agreed-upon acceptance criteria in terms of cost, schedule or performance.

Implementation Efficiency

Transition schedule for an agency is completed early

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Efficient Security Risk Mitigations

Identified risks are mitigated ahead of approved POAM schedule

Data Integrity Data quality score that focuses on % of valid values in key fields (eg Agency Name, Hotel Name, City and Airport Names, Chain Names) and the success of normalization across sources.

Online Efficiency % of reservations completed fully online.

Reduction in average time on task to complete an online reservation

Contract Term Incentives:

Option Period Terms will be exercised based on accepted Innovation / Continuous Improvement Plans (See Section F.1.2 Period of Performance for further details on Option Period Delivery Requirements)

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Section C - Description Specifications / Statement of Objectives

C.1 Introduction The General Services Administration (GSA) Federal Acquisition Service (FAS) is acquiring the E-Gov Travel Service Next Generation (ETSNext) Travel and Expense (T&E) Technology Managed Services on behalf of the Federal Government. GSA has served as the managing partner for the E-Gov Travel Service (ETS) Program since its inception in 2003. In 2022, GSA FAS was designated by the Office of Shared Solutions and Performance Improvement (OSSPI) as the existing Governmentwide shared service provider for the T&E service area. Use of the ETS is required by the Federal Travel Regulation (FTR) for civilian Federal agencies T&E and serves as the foundation for achieving Federal goals for Governmentwide T&E management.

GSA FAS is leading the acquisition of the ETSNext T&E Technology Managed Services and is adapting its responsibilities to establish a CoE to centrally manage the awarded vendor who will serve as a managed service delivery partner.

C.1.1 Background The E-Gov Travel Service 2 (ETS2) is the second-generation service that was awarded to two master contract providers in 2012-2013: CWSatoTravel, Inc. and SAP Concur Technologies, Inc. Each of these ETS2 providers provide full-scale end-to-end services for online booking, authorization, voucher, travel agency ticket fulfillment services, and ancillary services for their agency customers through individual task orders. Each service is highly configured and customized to meet agency-unique requirements, policies and financial system interface needs.

Key ETS2 current-state agency environment information is summarized in Attachment 1, Federal Agency Current State Profiles.

ETS2 has made significant progress by consolidating travel services, platforms, and channels;

increasing the leverage of government travel spending; reducing waste; and introducing critical commercial T&E capabilities to the Federal marketplace.

ETS2 currently supports 124 civilian agencies, commissions, boards, etc. through a decentralized service model. Characteristics include:

● 49 custom, agency-specific financial system interfaces,

● 59 Task Orders across two master contracts/solutions, and

● 30 production instances.

Despite these successes, much work remains to be done to increase customer satisfaction, improve and standardize business processes, and increase system and data efficiencies to save taxpayer dollars and maximize the time agencies can spend focused on their respective mission goals and objectives.

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GSA gathered, compiled, and assessed agency and vendor pain points throughout the performance of ETS2. GSA also issued an initial RFI in December 2021, and engaged directly with industry via targeted informational meetings to gain further market feedback and derive lessons learned from ETS2. This feedback yielded key information that will be used to drive improvements for ETSNext.

The intent is to develop, standardize, and institutionalize the T&E standard business processes;

technology architectures; and data-management processes necessary to support cost and time savings, and significantly increase customer satisfaction, while accounting for the unique requirements of customer agencies.

C.1.2 Scope ETSNext’s desired outcomes from acquiring an adaptable single, centralized enterprise-wide solution include:

1. Increasing customer satisfaction across all agencies and user types;

2. Reducing the time it takes for users to carry out their required T&E mission support activities;

3. Reducing duplicative customizations and maintenance for a better experience and better value across the Government; and

4. Strengthening information security infrastructure and processes.

The T&E Technology Managed Services provider will achieve these desired outcomes by hosting a cloud-based managed service environment accessible via a common web-based portal and mobile technologies. The contractor shall provide a streamlined T&E experience, T&E best-in-class technology services, adaptable architecture and agile product delivery services, data and reporting services, security management, and deployment services.

The contractor shall provide the managed services operational support and environment including all personnel, IT platform, management processes, materials and equipment necessary. The contractor shall adhere to and meet the Performance Objectives detailed in this Statement of Objectives, as well as the applicable laws, regulations, policies, and directives outlined in Attachment 5: Authoritative References.

Any customized development of the commercial application(s) for ETSNext will occur only if funded and approved by the GSA Contracting Officer, and subsequently documented in a bilateral contract modification, at which time FAR 52.212-4(c) will apply.

GSA will serve as the Federal Government’s shared service provider for T&E services. GSA’s initial scope will be focused on services for civilian agencies as required by FTR 301-1.1, 301,50.3,and 301-73.100. If the Department of Defense (DoD) determines at some future point to use the ETSNext services, the contract will be modified to incorporate their volume for services needed.

TMC services for assisted, on-site, very important person (VIP), and fulfillment are outside the scope of this contract and will be procured separately.

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C.1.2.1 Changes in Commercial Travel and Expense Services Given the rapid pace of technology advancement, new services and capabilities are expected to emerge during the course of this T&E Technology Managed Services contract. As commercial T&E services evolve, the T&E Center of Excellence requires that the ETSNext T&E Technology Managed Services provider consider these for continuous improvement. In addition, there are additional T&E services that GSA may wish to offer in the future via this T&E Technology Managed Services.

Should GSA decide to offer these additional services to Federal agencies, the Government may elect to use this contract for fulfillment of these requirements under an existing Contract Line Item Number (CLIN) or modify the contract to incorporate a new CLIN(s). Any such change may result in GSA modifying the contract to incorporate the change within the scope of the contract and in accordance with the applicable changes clause.

The following are selected examples of additional capabilities or services to be considered for ETSNext services.

1. Relocation services, including Temporary Change of Station (TCS) and Permanent Change of Station (PCS);

2. Conference and Meeting & Event planning

3. Group travel management including Room Block Management

4. Protection of controlled and classified travel information

5. Offline voucher creation capability

6. Department of Defense (DoD) requirements (see Attachment 5: Authoritative References

Travel #2 Joint Travel Regulation for details)

C.2 Performance Objectives The contractor shall meet each of the following performance objectives:

C.2.1 Streamline the Government T&E experience

C.2.2 Create a T&E service delivery model with best-in-class T&E technology services that implements T&E business standards and agency unique needs

C.2.3 Implement an adaptable architecture and apply Agile product delivery services for continuous improvement

C.2.4 Reduce complexity and increase confidence in data and reporting for improved cost savings, time savings, and user satisfaction

C.2.5 Comply with required security policies for all relevant data and systems

C.2.6 Ensure that the ETSNext deployment successfully converts all ETS2 agency T&E operational services prior to ETS2 contract expiration

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C.2.1 Streamline the Government travel and expense experience

C.2.1.1 Human-centered design The contractor shall engage in an iterative, human-centered design (HCD) process to ensure that the experience of Government T&E is intuitive and continually improved by prioritizing ease-of-use, reducing time spent on booking T&E trips, and creating a satisfying experience on every channel. The results of these practices are expected to be high transaction satisfaction and time returned to employees to focus on Federal agency mission support activities. The contractor shall:

A. Test planned changes with end users via task-based usability tests as part of the overall Agile design/delivery methods (see Section C.2.3.2). Gather feedback on any significant changes to the content, interface, or workflow from users who are affected by the change to ensure they address identified needs and improve the user experience prior to release.1

B. Gather quantitative user data collected by the T&E Technology Managed Services — such as time to create and submit an authorization, book travel, create and submit a voucher, time to approve, number of errors and rejections — based on Government-specific user types (e.g., traveler, arranger, approver, auditors, etc.) so that the Government can track how this data changes over time.

C. Collect qualitative feedback from users via on-site microsurveys that offer both rating scales and open-ended responses. These should provide an always-on feedback loop to measure satisfaction at common touch points within the user journey.

D. Apply user research findings from all sources (e.g., third-party usability testing, user data, help desk tickets, feedback, and surveys) that identify gaps and pain points.

Incorporate these into plans for service improvements. Include justification for changes to T&E Technology Managed Services based on findings from user research. Document which issues were created in response to user feedback in release notes.

C.2.1.2 Accessibility and Privacy

C.2.1.2.1 Accessibility The contractor shall ensure T&E Technology Managed Services are compliant with Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d). This requires that services be accessible to people with physical, sensory, or cognitive disabilities. Federal employees who have disabilities must have access to, and use of, information and data that is comparable to people without disabilities.

The contractor shall meet the following objectives:

1 Because Government employees are not allowed to accept the participant incentives common in usability testing, assume the Government will provide participants willing to give feedback without incentives.

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A. Provide a solution that meets Section 508 standards (i.e., WCAG 2.1 Level AA Success Criteria) throughout the stand-up, deployment, and operations of ETSNext.

B. Provide Section 508-compliant, web-based training for all user roles.

C. Conduct generally accepted inspection and test methods for Section 508 standards on all ETSNext services and products prior to release and remediate any issues that fail testing.

D. Provide an Accessibility Conformance Report (ACR) for each commercially available information and communications technology (ICT) item offered through ETSNext. Create the ACR using the Voluntary Product Accessibility Template Version 2.4 or later.

Interested vendors shall review the following websites for additional accessibility guidance:

● U.S. Access Board Information and Communication Technology Revised 508 Standards

● Web Content Accessibility Guidelines (WCAG) 2.1

● Voluntary Product Accessibility Template (VPAT)

C.2.1.2.2 Privacy The contractor shall comply with the GSA IT Security Procedural Guide: Security and Privacy Requirements for IT Acquisition Efforts CIO-IT Security-09-48 to meet the requirements of the Privacy Act. ETS has historically been determined to be a System of Record for Expense Records.

C.2.1.3 User Guidance The contractor shall provide self-service guidance and training solutions that allow Government employees to complete travel tasks without assistance. The contractor shall:

A. Provide information in plain language so any user can successfully complete their tasks online without being a travel policy expert.

B. Reduce the likelihood of errors and help users recover quickly from errors that do occur.

C. Allow users to engage with their preferred channel at any point of their workflow, and ensure that this omnichannel approach allows data entered via one channel to be reflected on all others (e.g., website, mobile app, help desk).

D. Provide on-demand role-based learning tools and performance support materials (e.g., chat bots, eLearning, train-the-trainer, end-user training, help-desk training). A feedback mechanism must be in place with a plan to continuously improve the user experience.

E. Develop a training plan and related training products that encompasses all impacted user roles, and incorporates a maturity model with the goal of eliminating the need for formal classroom/instructor-led training. Metrics and measurement will be built into the plan to continuously improve the effectiveness of the curriculum and omnichannel training services. The plan shall address various types of training needs including: online training, testing training, train-the-trainer training, pre- and post- transition end user training support, sustainment training, and training for service partners (e.g., TMCs).

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F. Develop Frequently Asked Questions (FAQs) and similar tip videos, online messages, and job aides for commonly arising issues among the user community to communicate the steps needed for self support.

C.2.1.4 Support Services Support services related to the T&E Technology Managed Services are a critical part of the customer experience. The contractor shall provide comprehensive customer relationship management support services across all channels and touchpoints. The contractor shall:

A. Provide a technical help desk that operates <operating hours to be defined after this initial draft> with staffing aligned with the user needs and call volumes around the world.

B. Ensure that help desk personnel are fully knowledgeable of ETSNext functionality, standards, and Federal agency-specific configurations, customizations, and interfaces.

C. Ensure issues are automatically detected and reported <operating hours to be defined after this initial draft> , to make support experts aware of and working on these even before end-users are reporting an incident.

D. Provide the ability for issues to be submitted to the help desk via email, live chat, and phone with traceability, and <insert baseline response rate after this initial draft> or better response rate.

E. Prioritize issues based on impacts and develop escalation procedures to ensure appropriate handling and timely resolution.

F. Provide support to address questions on using the API layer for their FM and HR interfaces.

G. Capture trends and insights to continuously improve T&E business processes and proactively address operational pain points and ensure the cloud hosted environment is operating at optimal performance.

H. Capture customer incidents with relevant information including references to configuration items that enables rule-based dispatching as well as escalation management.

I. Provide key performance indicator data for monthly reports (see Section C.2.2.1) to GSA and agencies to improve standards, configuration design, and processes for continuous improvement prioritization.

C.2.2 Create a T&E service delivery model with best-in-class T&E technology services that implements T&E business standards and agency unique needs

C.2.2.1 Service Delivery Management The contractor shall provide managed services to support a single, centralized enterprise-wide delivery model for ETSNext. The contractor shall:

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A. Implement a cloud service delivery management model to provide scalable, secure, T&E Technology Managed Services focused on a superior customer experience from travel booking through reimbursement, and related customer support and data management services.

B. Provide service capabilities that satisfies and supports all requirements identified in the Requirements Traceability Matrix (RTM) and supporting requirements documentation including relevant authoritative references. Reference Attachment 4, Requirements Traceability Matrix for further details.

C. Drive continuous improvement through regular releases that address user feedback and improve user experience. Continuous improvement is all areas of service improvement including but not limited to commercial innovations, configuration changes, API improvements, security risk mitigations, and government capabilities.

D. Design and facilitate a structured governance model to achieve successful program outcomes for ETSNext and, working with the GSA CoE, balance stakeholder needs, reduce duplication, and verify alignment with Governmentwide standards, agency unique needs, and performance objectives; recommend process and policy improvements as applicable. The governance model should incorporate executive, agency manager, and user engagement and create channels for prioritization and escalation at the executive and operating levels across the enterprise. The model’s design and operating procedures should be reviewed periodically, and adjusted, to be complementary to the phase of the program and volume/ pace of new actions for consideration. Reference Attachment 6: Existing Governance and Customer Engagement Organizations for further details on the Government's current related governance organizations.

E. Provide customer agency management, process analysis, and account usage analysis that inform continuous improvement of each agency’s travel mission support needs and processes.

F. Deploy cloud infrastructure, which pro-actively monitors the T&E Technology Managed Services 24x7 without manual effort, and which triggers and correlates alerts, including appropriate Government security notifications, in case of problems

G. Establish and track key performance targets, service excellence metrics and continuous improvement measures, and provide monthly status reports

C.2.2.2 Travel Reservations Technology Managed Services The contractor shall provide omnichannel, best in class travel reservation technology managed services that satisfies all related requirements in Attachment 4: Requirements Traceability Matrix. Omnichannel includes a multichannel approach to reservations that seeks to provide customers with a seamless travel buying experience, whether buying online from a desktop or mobile device, by telephone or when help desk support is required. The contractor shall:

A. Implement a service that supports and enhances best-in-class Online Booking Tool (OBT) capabilities currently available in the marketplace through real time service integrations, including but not limited to auto-building policy compliant trip itineraries and estimates with few traveler entries, and displaying content from multiple content

Draft - Ready for Release 13 distribution sources including Global Distribution System (GDS), direct suppliers, and other channels.

B. Import and synchronize traveler profiles across different agency sources for use by the T&E technology services, GDS/Passenger Name Record (PNR), and OBT to deliver uniform data records.

C. Provide a customer experience that simplifies the booking process and minimizes user disruptions and reliance on other data sources for completing reservation tasks.

D. Support GSA initiatives for sustainability via the inclusion of sustainable travel options.

C.2.2.3 Travel Management Center Reservation and Fulfillment Integration

TMC Services shall meet customer agency requirements as separately contracted. Customer agencies may use any TMC from GSA's Multiple Award Schedule (MAS), Categories 561510 and ANCILLARY (which includes services as necessary to complement a T&E Technology Managed Services’ or TMC's offerings to provide a solution to an agency requirement). and NEW for Travel Agency Services/Travel Management Center Services. [GSA intends to modify these categories to complement the ETSNext Performance Objectives outlined in this Draft SOO.] The contractor shall:

A. Establish a cooperative relationship with each TMC selected by a Federal agency to ensure the Federal traveler experiences a seamless, comprehensive, streamlined, high quality, and secure travel services, with no degradation in the travel services user and customer experience.

B. Make travel reservation data available at no expense to TMC(s) selected by Federal agencies.

C. Exercise its best efforts to draft, negotiate, and secure from each TMC an agreement which outlines roles and responsibilities contained in Attachment 7, ETSNext T&E Technology Managed Services and TMC Travel Services Roles and Responsibilities 3rd Party Agreement. This agreement defines basic roles, responsibilities, and rules of operations, which when addressed will result in establishing a cooperative working relationship between parties; In the event a situation arises that Travel Services are initiated prior to or without an agreement in place, the Contractor shall operate to the fullest extent possible as if an agreement covering the roles and responsibilities contained in Attachment 7, ETSNext T&E Technology Managed Services and TMC Travel Services Roles and Responsibilities 3rd Party Agreement exists. [This Attachment is intended to also be incorporated into the MAS revisions noted above.]

D. Use fulfillment services of TMCs under contract to customer agencies with no disruption to the services experienced by travelers.

a. This shall include, but is not limited to providing the TMC access and training to the OBT, as appropriate, and other services available to ETSNext users as ordered by the customer agency.

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C.2.2.4 Authorization and Expense Technology Managed Services The contractor shall offer an omnichannel, best in class authorization and expense experience that satisfies all related requirements in Attachment 4: Requirements Traceability Matrix. The contractor shall:

A. Implement a service that supports and enhances best-in-class authorization and expense solution capabilities currently available in the marketplace through real time service integrations, including but not limited to receipt validation and expense creation using receipt optical character recognition, and importing GSA SmartPay travel card transactions for matching of transactions, expenses, and receipts. Address government-wide and agency unique needs including virtual cards and expense auditing.

a. Information on the data available for the credit card transactions is available in the GSA SmartPay® Master Contract Section C.7.2.1 Transaction Data and Attachment 16: Program and Transaction Data Table.

B. Implement mobile tools with full functionality for trip authorization, expense voucher, and approvals.

C. Calculate the per diem entitlements accurately based on the trip parameters and pre-populate the authorization and expense voucher processing as detailed in business use cases and FTR/JTR regulations as outlined in Attachment 4: Requirements Traceability Matrix.

D. Include process controls to simplify FM reconciliation using centrally billed accounts, and should as available, introduce features such as machine learning and artificial intelligence to reduce manual activity regarding approval and audits.

E. Drive innovation regarding workflow capabilities that support both standardized and agency unique requirements used for approval routing based on default user accounting structures, dynamic line of accounting (LOA) selections by the end user, and unique cost object or project based assignments.

F. Integrate with agency-based Enterprise Resource Planning (ERP) systems for FM Integration services to provide pre-trip authorization services including pre-trip funds availability check and obligation (encumbrance) as detailed in Attachment 2: T&E Process Flow. Reconcile approved expense voucher data with approved obligation and de-obligate unused funds.

G. Conduct audits and compliance checks on T&E data and expense reports (pre and post payment) to drive increased quality of financial auditability.

C.2.3 Implement an adaptable architecture and apply Agile product delivery services for continuous improvement

C.2.3.1 Adaptable Architecture The contractor shall design and implement an adaptable, modular architecture with characteristics and specifications outlined in Attachment 3: Technical Architecture Diagram.

With regard to each major component of that diagram, the contractor shall:

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Identity Management A. Allow customer agencies to specify and configure a customer agency provided enterprise SSO or enterprise identity provider to authenticate the customer agency users B. Support OpenID Connect 2.0 for these customer agencies and the enterprise SSO or enterprise identity provider integration C. Should support SCIM protocol or publish a RESTful API for customer agencies to create and manage customer agency end user accounts in ETSNext. This includes creation, assignment of roles, and termination.

D. Shall include an OAuth 2.0 authorization service to support API authentication and authorization between the Service Oriented Architecture (SOA) integration layer and the T&E technology services

T&E Technology Managed Services E. Deliver a cloud-based solution that supports all travel-related functionality, including travel reservation, authorization, vouchers, reporting.

F. Provide standard API-based integration using Web Services, OData Services, and

SOAP, which uses OAuth 2.0 and SAML-based authentication on HTTPS protocol G. Integrate PGP-encrypted fixed-length and delimiter file on SFTP protocol.

Service-Oriented Architecture Integration Layer (FM and HR system integrations)

H. Implement API-based SOA to continuously adapt the architecture to incorporate new innovation, modular, and flexible design to meet complex current and future integration requirements.

I. Provide integration with internal and external systems using industry-standard application protocols such as REST, OData, web services, SOAP, and shall support XML and JSON format.

J. Provide a fully documented, open API to provide access to business services and processes across the T&E Technology Managed Services, and support data exchange between T&E Technology Managed Services and other systems to include: Government agency FM and HR systems and defined HR (user / office profile info) and FM data models; TMCs and other third-party travel service providers; and core data lake capabilities and integration monitoring.

K. Ensure contractor API are fully-versioned, ensuring that integrations continue to function across future T&E Technology Managed Services updates through version control.

L. Agencies will integrate their respective FM and HR systems with T&E solution and will be responsible for maintaining all FM/HR data transformation and mapping rules and GSA will be responsible for defining data quality and completeness rules to be implemented by ETSNext solution [GSA is intending to provide FM standard data model as GFI in the final solicitation.]

M. Other integrations as needed will use secure HTTPS or SFTP protocol.

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N. Support all standard API types, such as web services, OData Services, and SOAP; and support file-based communication using PGP encryption.

O. Support applicable future innovations in the area of secure communication, message and API types.

TMC Providers P. Synchronize booking data to the GDSs and other potential content sources for the TMCs used by each Federal agency.

C.2.3.2 Agile Product Delivery The contractor shall:

A. Create and maintain ETSNext T&E Technology Managed Services architecture.

B. Create a complete and adaptable enterprise-wide T&E Technology Managed Services that continuously improves and incorporates the evolving needs of the Federal agencies and users, and is optimized as the product and service architecture evolves.

C. Utilize an agile DevSecOps methodology with automated operational and security testing, and a process to prioritize user needs, and address incremental and regular deployments at monthly (or more frequent) intervals.

D. Create a delivery pipeline that enables T&E Technology Managed Services to release value, in whole or in part, continuously to meet customer and market demand.

E. Provide delivery environment(s) for the program increment realization to support incremental release validation, training and production activities.

F. Set Program Increment (PI) objectives in specific, measurable, agreed, realistic, time-bound (SMART) terms.

G. Define epics with the appropriate planning, and governance elements to deliver T&E Technology Managed Services using Lean practices.

H. Decompose epics into features, prioritizing them in a backlog so that the next most valuable feature (greatest mission value for the smallest job size) gets completed.

I. Provide a delivery cadence that ensures each iteration delivers a valuable increment of new functionality based on fixed length timeboxes.

J. Set sprint boundaries in terms of time, number of teams, or user stories, allocate business value to user stories, and estimate required number of sprints to meet the program increment.

a. Optional Task: Service Enhancement Sprints for new Government capability or changes. The T&E Technology Managed Service provider and government shall agree on project scope, acceptance criteria, any government dependencies, and number of vendor sprints required. CO will modify the contract per Section C.1.2, Scope.

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C.2.4 Reduce complexity and increase confidence in data and reporting for improved cost savings, time savings, and user satisfaction

C.2.4.1 Data Quality The contractor shall ensure high quality, high fidelity, reliable data sources using the following data quality assurance and control measures. The contractor shall:

A. Capture, cleanse, normalize, and store data in a manner that supports improved cost savings, time savings, compliance, and user satisfaction.

B. Ensure that data imported from multiple, disparate sources (e.g. transactional data between reservation, expense, and charge card) is normalized and refined upon input to create a single authoritative source to support decision support functions.

C. Apply data cleansing strategies to avoid common errors and increase data quality such as:

a. data duplication or similar errors when compiling data into a repository (e.g.sync within a source, multiple GDS inputs);

b. cross source normalization (e.g., city name, hotel name)

c. inspecting Open Systems Interconnection (OSI) remark information to ensure the proper hotel rate code is being transmitted, etc.

D. Apply data quality controls on user input and data at the source to ensure completeness.

C.2.4.2 Data Aggregation and Extracts The contractor shall ensure high quality, high fidelity, reliable data sources for extracts to a GSA data lake, agency data warehouses, or other operational reporting and analytical activities. The contractor shall ensure data is routinely available and accessible for extraction to GSA’s Data Lake and/or Federal agency data warehouses upon request for use by Federal agency Senior Travel Officials, other agency executives, managers, policy makers and Governmentwide programs.

Provide regular / ongoing full data extracts to the GSA Data Lake and/or Federal agency data warehouses upon request - to include:

a. Charge card transaction data (SmartPay including Virtual Cards),

b. Voucher data,

c. Reshopping search data (air and hotel), and

d. User experience data (i.e. how users are interacting with the system, data footprints, and quality control assessments for premium class travel)

C.2.4.3 Reporting and Analytical Tools The contractor shall provide reporting tools to support individual agency travel management, regulatory, and operational reporting and analytical needs as described in Attachment 4:

Requirements Traceability Matrix. The contractor shall:

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A. Ensure that reporting and analytical service response time for user generated reporting does not impact functional operations.

B. Enhance T&E data to streamline regulatory reporting (e.g. augment data with carbon footprint, add a premium class Y/N flag, etc).

C. Synchronize OBT and expense solution user profile data from varying agency sources to satisfy data reporting requirements with Federal regulatory reports.

D. Provide reporting around the historical and current transactional data so that the Government can measure and improve the user experience.

E. Accelerate utilization growth by providing trend based reporting on selected ETSNext metrics to identify opportunities to improve user experience, reduce approval times, and simplify the generation and submission of expense vouchers.

F. Measure use of sustainable travel options through integration of reservation and voucher data.

G. Implement services that provide best-in-class reporting capabilities, both ‘out of the box’ reports and data query capabilities to satisfy KPIs, operational metrics, and agency based reports.

C.2.5 Comply with required security policies for all relevant data and systems GSA expects the ETSNext solution will be classified as a FedRAMP Moderate system. If the service offering does not already have a FedRAMP Authorization at the moderate impact level an Agency Authorized moderate impact level ATO must be obtained, with GSA as the Sponsoring Agency. The contractor shall:

A. Provide an independent Security Assessment/Risk Assessment in accordance with GSA IT Security Procedural Guide 06-30, “Managing Enterprise Cybersecurity Risk, specifically section 4.4 “GSA Agency FedRAMP Process” The ETSNext solution must have a valid assessment and authorization, known as an Authorization to Operate (ATO) (signed by the Federal Government) within 12 months of contract award, and before going into operation.

B. Work with GSA IT Security and provide security related artifacts, and reports related to the security posture of the application, as well as data to support various OMB/DHS data calls

C. Comply with the GSA IT Security Procedural Guide: Security and Privacy Requirements for IT Acquisition Efforts CIO-IT Security-09-48. GSA may choose to invoke contractual remedies if the contractor has its FedRAMP authorization revoked and the deficiencies are greater than agency risk tolerance thresholds.

D. Support agency questions for customer-responsible controls to comply with OMB and Cybersecurity and Infrastructure Security Agency (CISA)’s 5-pillars regarding Identity, Devices, Networks, Applications and Workloads, Data. The following guidance is applicable to FedRamp ATO processes and outlines customer responsibilities in matrix as follows:

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a. Updated Control Implementation Summary (CIS) and Customer Responsibility Matrix (CRM) Templates

E. Security best practices to meet the M-22-09 Executive Office of the President (EOP) January 26, 2022 memo that established a Zero Trust Architecture (ZTA) strategy, that no entity on a network should be trusted, regardless of whether it is outside or inside the network perimeter, architecture aims to protect data against insider and outside threats by continuously verifying all access attempts and denying access by default. [GSA policy / procedure pending - not available as of this draft]

F. Mobile Applications provided by the vendor shall be integrated with a Mobile Device Management (MDM) solution.

C.2.6 Ensure that the ETSNext deployment successfully converts all ETS2 agency T&E operational services prior to ETS2 contract expiration

Features and functions available to agencies in ETS2 shall function in ETSNext Service.

Changes to features or functions should be expected, but a mission need will not be dropped or harmed by the new service’s capabilities. Features must be presented in a way to meet those agency specific requirements while not subjecting other agencies to those requirements.

C.2.6.1 Full Deployment The contractor shall:

A. Establish a comprehensive and detailed deployment plan for each agency to complete travel and expense transactions on ETSNext.

B. Onboard agencies in phases using customer experience design planning, agile, and integrated planning across the enterprise to mitigate deployment risks. Services shall meet or exceed today’s capabilities and build a foundation for future improvements.

C. Complete agency-specific deployment services, in coordination with the CoE, including agency level configuration planning, agency customization increments, interface development, testing, training, process implementation, quality management, and issue tracking/ escalation/ prioritization as approved by the CoE.

a. Develop and implement a readiness checklist to be used for each Federal agency to ensure CoE, T&E Technology Managed Service provider, and agency readiness to process production transactions (‘go-live’). Conduct regular quality checks at defined or critical stages of the deployment life cycle to assess the health of data, technical objects and configuration.

D. Complete an Initial Operating Capability (IOC) within 12 months of award. The Initial Operating Capability shall include minimally the following achievements:

i. Stand-up the necessary environments to deploy and fully comply with T&E

Business Standards.

ii. Fully documented API gateway layer implemented to support:

1. Agency FM integrations and HR integrations (where applicable), Draft - Ready for Release 20 https://www.fedramp.gov/updated-Control-implementation-summary-cis-and-customer-responsibility-matrix-crm-templates/ https://www.fedramp.gov/updated-Control-implementation-summary-cis-and-customer-responsibility-matrix-crm-templates/ https://www.whitehouse.gov/wp-content/uploads/2022/01/M-22-09.pdf https://www.whitehouse.gov/wp-content/uploads/2022/01/M-22-09.pdf

2. Charge card feeds,

3. Other services proposed by the T&E Technology Managed Service provider.

iii. Receive FedRamp Authorization to Operate for Moderate sensitivity level

iv. Deploy first phase of up to 6 agencies into production; only agencies who can deploy on standard configuration and interface validation; very limited agency unique needs addressed via configuration.

E. Analyze and measure performance of IOC and integrate recommended changes into subsequent Full Operating Capability (FOC) deployments. FOC is achieved when all capabilities are in place to service all agency transactions previously supported by ETS2 contracts, and ETS2 master contracts and task orders can begin close-out activities.

F. Deploy FOC phase of agencies with unique needs to full user adoption of ETSNext.

G. Set up automated test management procedures to track the impact of new FOC implemented functionality to productive IOC business processes. In order to mitigate the risks and issues to those business processes, it is necessary to regression test them as a part of the project or release.

H. Develop and implement an Organizational Change Management and Stakeholder Engagement Plan including tools, best practices, and procedures to help agencies conduct a successful deployment of ETSNext.

C.2.6.2 Transition-Out The contractor shall:

A. Furnish Transition-Out Services at the end of the contract, upon notification of termination, or intent to not exercise an option, as applicable. Develop a Transition-Out Plan within 30-days of notice of transition-out that includes customer agency-specific details, including change management communications and export of travel data (e.g., traveler profiles, CBAs, other business rules).

B. Archive/export/transfer the agency’s ETSNext data and receipts to the agency, GSA or GSA’s successor contractor with the permission of the Federal agency, and in accordance with the Transition-Out Plan. The contractor, Federal agency, and successor contractor are responsible for validation of the cleanliness of the data.

C. Obtain confirmation from GSA and the Federal agency that the Government has received, reviewed, and accepted all transferred data; and upon confirmation, delete data from its transactional databases and any backup / archival systems or media in a manner that renders the data irretrievable in whole or in part.

D. Ensure no degradation of service during any transition phase and shall make its best efforts to not voluntarily reassign key personnel during the Transition Period.

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Section D - Packaging and Marking Not applicable

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Section E - Inspection and Acceptance To be completed for final solicitation

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Section F - Delivery or Performance

F.1.1 Delivery Deliverables support the process of exchange of information between the GSA Center of Excellence and the contractor to optimize and coordinate service delivery for Federal agencies.

The Contractor is encouraged to develop a process for delivery of the information for these deliverables in a format that is most streamlined and efficient for all parties. This process will be agreed upon as part of the initial award and refined through IOC, and annually thereafter.

Deliverables for C.2.1 Streamline the government travel and expense experience

Deliverable Title Frequency/ Due Date Deliver To

Demos - Demonstrations of functioning T&E services combined with a review of user stories that have been completed and those that remain to be completed

End of each sprint CO, COR

Raw Microsurvey Feedback data and Comments

End of each…