Performance_Work_Statement_(PWS)_SP10MS16.pdf

PERFORMANCE WORK STATEMENT (PWS)

1.0 PROJECT TITLE & BACKGROUND

1.1 Project Title

Travel Management Office (TMO) Travel Program (Defense Travel System (DTS) & Government Travel Charge Card (GTCC)) and Mail Management Center (MMC) Technical and Administrative Support Services.

1.2 Background

The Mission Support Services Branch (SP10MS1), Strategic Systems Programs (SSP), Department of the Navy (DoN), is responsible for a variety of critical functions, including highly sophisticated automated data processing systems and information technology that support SSP’s financial, contract, and business management operations. Over the past several years, the administrative, technical, and transactional workloads associated with the SSP TMO and auxiliary support duties have shown a steady and significant increase.

To streamline these operations, SSP implemented key operational recommendations resulting from an enterprise-wide Business Process Reengineering (BPR) effort. Successful accomplishment of this BPR effort was realized, in part, by satisfying a mandate to establish centralized support and consolidate travel-related and administrative processes under the SSP TMO. This centralized office oversees enterprise travel processes and dedicated personnel providing critical travel-processing services to the command.

The core travel program is driven by two highly integrated components:

1. DTS Program: A fully integrated, electronic, end-to-end travel management system that automates temporary duty (TDY) travel for the Department of Defense (DoD). DTS must meet unique DoD mission and security requirements within the strict guidelines of Federal and DoD travel policies and regulations.

2. GTCC Program: An essential financial instrument requiring expert-level Agency Program Coordinator (APC) management to monitor, manage, and audit Individually Billed Accounts (IBAs) and Centrally Billed Accounts (CBAs) to prevent delinquency, fraud, waste, and abuse.

In addition to travel program management, SSP’s centralized support model integrates essential administrative operations handled by the MMC. The MMC is responsible for the secure, efficient, and compliant processing of incoming and outgoing official mail, directly impacting the command's physical and digital communication pipelines.

Because a failure or administrative lag in travel processing immediately stalls official travel, compromises mission execution, and introduces financial risk, and disruptions in the MMC degrade secure command-level information flows, SSP requires highly specialized, pre-cleared, and technically proficient contractor support. The integrated nature of DTS, GTCC, financial-management, and official-mail functions requires coordinated contractor support to maintain continuity of travel-processing, travel-card administration, audit support, and official-mail operations.

2.3 Regulatory Compliance

All work performed under this PWS shall be executed in strict compliance with policy, regulations, Department of the Navy (DON) travel instructions, and federal mail management regulations. Publications which apply to this Performance Work Statement (PWS) are listed below. The contractor is obligated to follow these publications to the extent necessary to accomplish the requirements as specified in this PWS. All publications and resources for publications listed will be provided by the Government at the start of the contract.

Regulation Title JTR Joint Travel Regulation DoDI 5154.31, Volume 3 Defense Travel System Regulations DoDI 5154.31, Volume 4 Government Travel Charge Card Regulations DoD 7000.14-R (Volume 9) DoD Financial Management Regulations – Travel Policy DoD 7000.14-R (Volume 5, Chp 5) DoD Financial Management Regulations – Disbursing Policy NAVSUPINST 4650.8A Navy Defense Travel Policy The Navy DTS Business Rules The Navy DTS Business Rules SSPINST 4650.14 Strategic Systems Programs Travel Policy OPNAVINST 5112.6G Official Mail Management Instruction DoDINST 4525.09 DoD Official Mail Management (Military Postal Service) SOP SSP Standard Operating Procedures

3.0 GENERAL REQUIREMENTS

Contract Requirements: Firm-Fixed-Price, Level-of-Effort (FFP-LOE), Term Contract.

During the period 10 May 2027 through 9 May 2032, the Contractors shall make available and employee its personnel to provide SP10MS1 with the labor needed to accomplish the following tasks as defined below.

The Contract will use the DTS, CitiManager and interfacing systems to the extent possible to fulfill the requirements outlined in this PWS.

Other systems that may be used include, but are not limited to, the following:

Navy Enterprise Resource Planning (NERP) NAVSUP LDTA Gateway Portal Defense Travel System (DTS)

Labor Category Item

Item

Item

Item

Item

DTA Support 1 0 0 0 0 DTA - Travel Help Desk/Admin Support 0 1 0 0 0

DTA - Travel Auditor/Researcher/Analyst 0 0 1 0 0

GTCC - Administrative Support

(APC) 0 0 0 1 0

Mail Handler 0 0 0 0 1

Total FTE 1 1 1 1 1 o CBA Tool o Debt Management Monitor

Business Intelligence Reporting Tool (BIRT) Defense Travel Management Office (DTMO) Passport/Travel Explorer (TraX) o Travel Assistance Center (TAC) o Compliance Tool (CT)

Travel Management Company (TMC) Citi Manager on-line Commercial Cards Visa IntelliLink System/VICM Confluence

Other potential interfaces/authorities include:

Component Program Managers (HL-2) Comptroller (SP13) o Budget and Financial Analyst o Enterprise Business Office o Financial Improvement and Audit Readiness (FIAR) Team

Human Resources (SPHR) Legal (SPLe)

CLIN 001 – DTA Support – The Contractor shall provide highly qualified personnel to perform DTA support services for the command and its subordinate organizations within the designated Area of Responsibility (AoR). The Contractor shall serve as the organizational point of contact, ensuring profile maintenance and regulatory compliance of the travel system. The Contractor’s support structure spans travel profile management, system troubleshooting, compliance monitoring, and database administration.

The Contractor shall execute the following tasks:

• DTS In-Processing / Out-Processing:

- DTS In-Processing/Check-In: The Contractor shall process the DTS check-in process from initiation to locating, gaining, and updating the traveler's DTS profile into the command's DTS hierarchy and organization. The Contractor shall verify that incoming personnel have completed initial DTS and GTCC mandatory training, and have a signed Statement of Understanding (SOU) on file prior to finalizing the profile activation within the command.

- DTS Out-Processing/Check-out: For separating or transferring personnel, the Contractor shall detach the DTS profile from the organization's hierarchy in accordance with the standard operating procedures. In the event that a profile cannot be gained or is locked by a previous command, the Contractor shall proactively coordinate LDTA to have profile detached.

• DTS Check-Out / Out-Processing Support. The Contractor shall coordinate with applicable cross-organizational stakeholders to support the DTS out-processing of personnel who are retiring, separating, transferring to another agency or organization, or otherwise departing the command. The Contractor shall ensure required travel-related actions are identified, coordinated, documented, and completed before the individual is detached from the organization in DTS, consistent with Government-established procedures and approval authorities.

- Initiate and Track Out-Processing Actions

Receive notification from the Human Resources (HR)/Administrative Office of personnel pending retirement, separation, transfer, or other departure from the command.

Initiate the DTS out-processing checklist or tracking process upon receipt of notification.

Coordinate required actions with the appropriate stakeholders and maintain a record of the out-processing status through completion or Government-directed closure.

- Coordinate with Debt Management Coordinate with the Debt Management Monitor to determine whether the departing individual has outstanding travel-related debt owed to the United States.

Document the status of identified debt-related issues and refer unresolved matters to the appropriate Government official for disposition.

The Contractor shall not make debt determinations, waive debt, or approve debt collection actions.

- Coordinate with the Centrally Billed Account-Specialist (CBA-S) Coordinate with the CBA-S to verify whether unreconciled centrally billed account invoices exist for the departing individual and, when applicable, authorized dependents.

Identify and document outstanding invoice or reconciliation actions requiring resolution before detachment.

Elevate unresolved invoicing issues to the designated Government representative.

- Coordinate with the APC Coordinate with the APC to verify that the individual’s GTCC account has a zero-dollar balance or is otherwise in good standing, as determined by the APC and applicable policy.

Document the APC’s status determination and identify unresolved GTCC-related actions.

The Contractor shall not make GTCC account-status determinations or approve account actions.

- Review Open Travel Documents Review DTS, as applicable, to identify open travel authorizations, vouchers, local vouchers, or other travel documents requiring action by the departing individual, reviewing official, approving official, or other responsible party.

Notify the appropriate party of outstanding actions and provide help desk support within the scope of the contract.

Track open-document issues through resolution, transfer to the responsible Government official, or closure at Government direction.

- Coordinate User-Access Removal Coordinate with the LDTA to ensure DTS user roles, permissions, delegated authorities, and organizational access are reviewed and removed, rescinded, or terminated, as appropriate.

Provide the LDTA with information necessary to support timely removal of access, including the individual’s departure date and relevant organizational assignment.

The Contractor shall perform only those access-management actions authorized by the Government and within assigned system permissions.

- Complete Detachment Actions Confirm that all required stakeholder reviews have been completed or that unresolved issues have been documented and elevated to the Government.

Process or support the individual’s detachment from the DTS organization only after required approvals and coordination are complete.

Maintain documentation of completion, outstanding exceptions, and

Government-directed disposition in accordance with applicable records-management requirements.

• DTA Maintenance Tool:

- People - Access Control & Permissions Management: The Contractor shall assign authorized permission levels, organizational access, group access, and profile indicators within the traveler's profile as designated by the Major Command

(MAJCOM) LDTA.

- Administrative Coverage: The Contractor shall ensure organizational, financial (lines of accounting), budget, and debt management administrative coverage is continuously active and identify any operational gaps to the LDTA.

• Regulatory Constraints & Separation of Duty (SoD): The Contractor shall operate in strict compliance with the "Navy Rules for Permissions and Accesses to the Defense Travel System/SoD Matrix" to prevent conflict of interest and financial risk.

- Routing List Prohibition: The Contractor (assigned the DTA role) shall NOT be inserted into any routing list as an approving or routing official.

- Document Manipulation Restriction: The Contractor shall NOT use assigned group access to create, edit, route, or amend a travel authorization, voucher, or local voucher for a traveler.

- Document Review Limits: The Contractor is authorized to review a traveler's documents using Read-Only Access (ROA) User Access only unless designated as a DTS Reviewing Official.

- SoD Waiver Management: If the designated DTA role must hold additional roles (e.g., FDTA, BDTA, DMM) that deviate from standard SoD boundaries, the

Contractor shall assist the MAJCOM LDTA in drafting and compiling the required Separation of Duties (SoD) Waiver Request package for submission to the Navy

DTS PMO.

- Serve as a Reviewing Official (RO) supporting the SP10 division and emergency routing list, previewing documents prior to routing to the AO/CO to ensure legal, proper and correct.

• DTA Maintenance Tool. The Contractor shall provide DTA Maintenance Tool support for the Defense Travel System (DTS) in support of the TMO. Support shall include administration, maintenance, reporting, issue identification, and escalation activities performed in accordance with Government-provided policies, procedures, access controls, and approval authorities.

- Organizations.

Search for and view DTS organizational records.

Generate organizational reports, as requested by the Government.

Assist with identifying organizational record discrepancies and refer required changes to the appropriate Government official for approval or action.

- Routing Lists.

Search for, create, view, and maintain Routing Lists, as authorized by the Government.

Generate Routing List reports to support routing validation, organizational reviews, and troubleshooting.

Identify routing discrepancies, inactive approvers, or other routing issues and report them to the designated Government representative.

- Groups Search for, create, view, and maintain DTS groups, as authorized.

Generate reports for groups, individual group members, and global group membership.

Support validation of group membership and identify discrepancies for

Government review or correction.

- People and User Profiles

Search for, create, view, and maintain Routing Lists, as authorized by the Government.

Generate Routing List reports to support routing validation, organizational reviews, and troubleshooting.

Identify routing discrepancies, inactive approvers, or other routing issues and report them to the designated Government representative.

- Lines of Accounting (LOAs) Search for, create, view, and maintain Routing Lists, as authorized by the

Government.

Generate Routing List reports to support routing validation, organizational reviews, and troubleshooting.

Identify routing discrepancies, inactive approvers, or other routing issues and report them to the designated Government representative.

- Requirements Identification and Continuous Improvement Identify new requirements, recurring issues, process gaps, and potential system or business-process improvements identified through daily help desk and DTA Maintenance Tool activities.

Document and report identified items to the Government daily, or at another Government-directed frequency.

Each report should include, at a minimum: issue or requirement description, affected system or process, operational impact, recommended action (if applicable), status, and escalation point of contact.

- System Irregularities and Performance Issues Identify, document, and report DTS system irregularities, access issues, transaction-processing problems, routing failures, profile discrepancies, and system-performance concerns.

Report issues to the LDTA or SP10MS1 functional team for review and resolution no later than one business day after identification, unless the Government establishes a more urgent reporting requirement.

Maintain an issue log that captures the date identified, description of the issue, affected user or organization, actions taken, escalation status, and final disposition.

Provide follow-up support and status updates until the issue is resolved, transferred to the responsible Government office, or closed at Government direction.

CLIN 002 – DTA Travel Help Desk/Administrative Support – The Contractor shall provide DTA and travel help desk support for the DTS, and related travel-administration processes for SPHQ. The support shall include customer assistance, user-profile maintenance, document troubleshooting, DTA Maintenance Tool support, reporting, issue tracking, and coordination with Government travel-program stakeholders. All work shall be performed in accordance with Government-provided procedures, system permissions, access controls, and approval authorities.

The Contractor shall execute the following technical and operational support tasks in accordance with established regulatory guidance and

• Operational Coverage and Administrative Support

- DTS Help Desk Operations: The Contractor shall provide operational and technical support to travelers, guiding them on document preparation, system navigation, and travel policies.

• Travel Help Desk Support

- Serve as the initial point of contact for DTS users requiring travel-system assistance.

- Receive, document, track, and respond to travel help desk requests submitted by travelers, Non-DTS Entry Agents (NDEAs), Reviewing Officials, Approving Officials, DTAs, and other authorized users.

- Provide functional assistance with DTS navigation; traveler profiles; travel authorizations; vouchers; local vouchers; amendments; adjustments; expenses;

reservations; routing; digital signatures; and document status.

- Assist users in identifying documentation, corrections, and actions needed to resolve returned, rejected, suspended, or incomplete travel documents.

- Provide users with guidance based on Government-provided travel policies, desk guides, standard operating procedures, and published system guidance.

- Refer travel-policy interpretations, entitlement determinations, exceptions, waivers, and matters requiring Government approval to the designated Government travel office, Approving Official, financial-management office, or other responsible authority.

- Maintain a help desk ticket or issue log that records the date received, request category, status, actions taken, escalation history, and final disposition.

• DTS Profile Support

The Contractor shall:

- Search for, review, create, and update DTS traveler and user profiles within assigned system permissions and upon receipt of required authorization.

- Process authorized traveler-profile updates associated with organizational reassignment, transfer, arrival, departure, changes in duty location, and other administrative actions.

- Identify duplicate, inactive, incomplete, or inconsistent user profiles and coordinate corrective action with the appropriate Government official.

- Assist users with profile-related issues, including organization assignment, Routing List assignment, permission issues, and traveler information updates.

- Coordinate with the LDTA for profile changes requiring elevated access, policy interpretation, or Government approval.

• DTA Maintenance Tool Support

The Contractor shall provide authorized administrative support using the DTA Maintenance Tool, including:

- Organizations: Search, view, and generate organizational reports; identify organization-maintenance discrepancies for Government review.

- Routing Lists: Search, create, view, maintain, and generate Routing List reports, as authorized.

- Groups: Search, create, view, and maintain groups; generate reports for groups, group members, and global group membership.

- People: Search for, create, view, and generate reports for travelers and users; support authorized personnel-profile updates.

- Lines of Accounting (LOAs): Search LOAs; update LOA defaults; conduct authorized mass-update and mass-copy actions; generate LOA reports; and coordinate cross-organizational LOA-access issues with the appropriate Government financial-management authority.

- Document and elevate system configuration, organization, routing, group, profile, or LOA issues that cannot be resolved within assigned permissions.

• Travel Document Review and Resolution Support

The Contractor shall:

- Review DTS travel documents for administrative completeness and identify apparent errors, missing information, incorrect routing, or pending actions.

- Notify the traveler or responsible official of required corrections or actions.

- Monitor documents awaiting traveler action, reviewing action, approving action, or payment-related processing, as directed by the Government.

- Coordinate with NDEAs, Reviewing Officials, Approving Officials, budget/resource-management personnel, DMMs, CBA-S, APCs, and other stakeholders to facilitate resolution of travel-document issues.

- Assist with the resolution of rejected, returned, or otherwise failed travel documents by identifying the source of the issue and referring it to the responsible user or office.

- The Contractor shall not approve travel documents, certify payments, determine traveler entitlements, authorize travel, or make fiscal decisions unless specifically authorized by law, regulation, and the contract.

- Serve as a RO supporting the SP10 division and emergency routing list, previewing documents prior to routing to the AO/CO to ensure legal, proper and correct.

• Customer Assistance and User Training

The Contractor shall:

- Provide one-on-one and group assistance to DTS users on common travel-system functions and Government-provided travel procedures.

- Develop and maintain Government-approved quick-reference guides, frequently asked questions, desk guides, and training materials.

- Identify recurring user errors, knowledge gaps, and systemic issues and recommend training topics or process improvements to the Government.

- Provide recurring travel-help-desk trend information, including request types, resolution status, recurring issues, and recommended corrective actions.

- Facilitate DTS command-wide training as assigned by LDTA.

• Check-In, Check-Out, and Organizational Transfers

The Contractor shall support travel-system actions associated with personnel arrivals, departures, and transfers by:

- Receiving and tracking Government-provided notifications from Human Resources, administrative offices, supervisors, or other authorized sources.

- Coordinating with appropriate stakeholders to identify open travel documents, outstanding travel-related actions, unresolved CBA transactions, GTCC-related concerns, and user-access requirements.

- Supporting authorized changes to traveler profiles, organization assignments, Routing Lists, group memberships, delegated authorities, and system access.

- Coordinating with the LDTA to ensure user roles, permissions, and organization access are removed, rescinded, or transferred as appropriate.

- Maintaining a record of completed actions, outstanding exceptions, and Government-directed disposition.

• Issue Identification, Escalation, and Reporting

The Contractor shall:

- Identify and report new travel-system requirements, user-impacting issues, business-process gaps, and recommended improvements to the Government on a daily basis, or at another Government-directed frequency.

- Report DTS system irregularities, availability issues, transaction failures, routing problems, access issues, and performance concerns to the LDTA or designated functional team within one business day of identification, unless the issue requires immediate escalation.

- Maintain an issue log that includes the issue description, date identified, affected process or organization, operational impact, action taken, responsible office, escalation status, and final resolution.

- Provide recurring status reports containing workload, ticket volume, open and closed issues, aging items, systemic trends, unresolved risks, and recommendations.

• Records and Government Coordination

The Contractor shall:

- Maintain records and supporting documentation in accordance with Government-directed procedures.

- Protect travel-related information and limit access to personnel with an authorized need-to-know.

- Coordinate routinely with the LDTA, Organizational DTAs, APCs, CBA Specialists, Debt Management Monitors, financial-management personnel, Reviewing Officials, Approving Officials, and other designated stakeholders.

- Refer matters outside the Contractor’s authority or system permissions to the appropriate Government official.

- Generate, save, analyze and disseminate the following reports:

Daily: Pending Airline Cancellation report.

Weekly: Depart Status, Routing Status and Incomplete Trip Cancellation Reports.

Monthly: View RL List Report, Basic Traveler Info List, Accounts Info List, Special Features Info List and Groups Info List – generate and format only for LDTA action.

Semi-annually. View Organizational Report, Delegated Authorities List Report, LOA Reports - the second Monday in the month of October (each new FY) and the last Friday in the month of September (end of FY) – generate and format only for LDTA action.

Annually. Group Reports. Group Structure List, Group Member List, Global Group Membership List - the first Monday in the month of October (each new fiscal year (FY)).

CLIN 003 – DTA Travel Auditor/Researcher/Analyst – The Contractor shall provide Travel Auditor, Researcher, and Analyst support services. The Contractor shall leverage professional financial, analytical, and systems expertise to maintain a continuous, audit-ready environment.

• Travel Document Auditing

- Sustainment Auditing & Corrective Actions: The Contractor shall perform recurring monthly audits of at least thirty (30) randomly selected completed travel documents using various system-generated reports for the previous month.

- Notice of Violation (NoV) Issuance: If a regulatory, policy, or financial violation is identified, the Contractor shall draft and issue a formal Notice of Violation to the traveler, the routing official, and the user (when applicable). The NoV shall explicitly identify the violation, cite the governing travel regulation or policy, outline the specific corrective actions required, and provide necessary guidance to ensure rapid resolution.

- Proper Audit Inquiry: The Contractor shall conduct rigorous, professional inquiries to validate expenses claimed, ensure expenses are not associated with personal leave in conjunction with official travel (LICWO), confirm appropriate methods of reimbursement, and systematically validate receipts to ensure all processed travel documents are legal, proper, and correct.

- Audit Collaboration: The Contractor shall prepare customized, targeted diagnostic reports and audit briefs for Branch Heads or Field Activity ODTAs upon request from the LDTA or BH.

- Fraud Identification & Reporting: If the Contractor encounters potentially fraudulent, abusive, or wasteful activities during audit reviews, they shall immediately document and report the activities to the LDTA and SP10MS1 for formal investigation. The Contractor shall perform research and technical analysis to support the LDTA or BH throughout any subsequent investigation.

- Information Security & Confidentiality: The Contractor shall maintain absolute confidentiality of all personal, financial, and travel information acquired while performing audit duties. Audit findings shall only be discussed with authorized personnel on a strict need-to-know basis.

- Formulating Independent Auditor Opinions: Based on systemic compliance trends, the Contractor shall formulate and provide formal, qualified or unqualified administrative opinions to leadership:

o Unqualified Opinion: An assessment concluding that the command’s travel affairs and voucher processing conform to federal, Navy, and JTR guidelines in all material respects.

o Qualified Opinion: An assessment concluding that the organization has conformed to regulations in most areas, but has minor, systemic deficiencies that require administrative correction. A qualified opinion must be rendered and documented when the auditor disagrees with the LDTA regarding the application, acceptability, or adequacy of local policies.

• Research and Trend Analysis

- Systemic Issue Sourcing: The Contractor shall perform advanced research and regulatory analysis to resolve complex, non-standard travel claims. The Contractor shall identify sources, collect historical transaction data, and perform root-cause analyses on recurring booking, routing, or payment failures.

- Data Translation & Inferences: The Contractor shall interpret data analysis results and draw actionable inferences, presenting findings and strategic solutions to the LDTA, SP10MS1, or both. Research outcomes shall be used to update Standard Operating Procedures (SOPs), brief commanding officers, and collaborate with command-wide travel teams.

• Management Reporting & Metrics Synthesis: The Contractor shall generate, analyze, and apply corrective actions to the following reports:

- DTS Operational Reports:

o Routing Status Reports: Generated weekly to ensure travel authorizations and vouchers are being approved within established command timelines in accordance with local business rules and standard operating procedures.

o Audit Reports: Comprehensive analysis of reservations and expenses (i.e., airfare, lodging, and rental vehicles) transaction reports to ensure maximum cost-savings and compliance with JTR guidelines.

o Ad-Hoc Reports: Customized system-level query outputs assigned by the LDTA for deep-dive research.

• FIAR Compliance and Transportation of People (ToP) Reports:

o Control Activity Control Point Two (CP02) Report: Analysis of the Approved Status Report and the supplementary Outstanding Reject Listing to clear system-to-system financial bridge errors.

o Control Activity Control Point Four (CPO4) Report: Monthly Un-submitted Voucher (USV) Report, actively coordinated with DTAs and travelers to clear outstanding travel obligations and prevent unliquidated travel debt.

o Control Activity Control Point Nine (CP09) Report: New User Profile and Quarterly User Profile Reviews, to ensure PLs and accesses are in accordance with the Navy SoD Matrix.

• Command Metrics Reports:

- SPEBO Metrics Report: Unliquidated Obligations progress, volume, and compliance tracking metrics.

- Leadership Dashboards: Senior leadership executive briefing slide depicting travel budget utilization, volume, and outstanding financial actions.

- Navy DTS Volume Report: Data tracking processing volume across SPHQ and its Field Activities

• Compliance Tool Monitoring & Error Resolution

- Compliance Tool Auditing: The Contractor shall monitor daily error records and flagging actions within the DTS Compliance Tool on the TraX/Passport website.

- Deficiency Notification & Correction: The Contractor shall analyze compliance errors (such as those flagged by Defense Finance and Accounting Service (DFAS) Post Payment Review (PPR)) and coordinate directly with travelers, Non-DTS Entry Assistants (NDEAs), and Approving Officials (AOs) to ensure corrective actions are completed.

• DTS User/Profile Review

- Audit Execution: The Contractor shall execute the quarterly and ToP semi-annual DTS User/Profile Review for all profiles assigned to DTS organizational hierarchies that have privileges greater than traveler/general reporting.

- CTIR Analysis: The Contractor shall extract and analyze the Complete Traveler Information List (CTIR) to identify active users with elevated permission levels, group access, or enabled special feature indicators.

- Corrective Action & Reporting: The Contractor shall document all review findings, execute necessary profile removals or privilege reductions to resolve discrepancies, and submit the certified spreadsheet review to the MAJCOM LDTA within the mandated Navy DTS PMO suspense window.

CLIN 004 – GTCC Administrative Support - The Contractor shall execute the following technical and operational support tasks in accordance with established regulatory guidance and performance standards.

• Onboarding, Check-In/In-Processing Support

- In-Processing & Onboarding GTCC Training: The Contractor shall serve as the primary facilitator for GTCC in-processing. The Contractor shall conduct targeted onboard training for newly assigned cardholders, ensuring they are fully educated on cardholder responsibilities, payment policies, and regulatory travel card guidelines.

- Account Validation & Hierarchy Placement: During the check-in process, the Contractor shall conduct immediate account audits to validate account status, credit limits, card expiration dates, and past transaction histories. The Contractor shall execute appropriate database transactions in CitiManager to align the incoming cardholder's account within the correct organizational hierarchy.

- Check-In Sheet Completion & Readiness Verification: The Contractor shall complete, sign off, and process all mandatory command check-in and in-processing documentation. The Contractor shall maintain records of completed check-in files, verifying that each traveler is fully mission-ready with an active, compliant travel card prior to any official travel planning.

- Cardholder Documentation Audit: The Contractor shall collect, review, and verify all mandatory cardholder documentation prior to card issuance. This includes verifying the completeness of the signed GTCC application, the Statement of Understanding (SOU), and validating that the mandatory "Travel Card 101" training certificate is current (completed within the last three years).

- APC Profile Management: The Contractor shall establish and maintain their authorized APC profile within the CitiManager Electronic Access System (EAS) for all personnel within their designated span of control.

- Data Integrity Verification: The Contractor shall proactively notify cardholders upon account approval, directing them to log into CitiManager to verify and validate their personal demographic and profile information.

- Application Processing: The Contractor shall process all incoming IBA and within twenty-four (24) business hours of receipt, ensuring zero administrative backlog.

- CBA Application Governance: The Contractor shall verify and process CBA applications, securing final approval from the Component Program Manager (CPM) prior to execution.

- Account Compliance Actions: The Contractor shall process requests to manage accounts exhibiting compliance issues, including setting precise card active start and end dates based on official travel orders.

- Access Control & Status Management: The Contractor shall open accounts or place them in a "Closed – Temporary Block" status during non-travel periods to eliminate the risk of unauthorized use.

- Credit Limit Adjustments: The Contractor shall evaluate travel missions and adjust IBA and CBA credit limits as necessary to ensure travelers have sufficient credit to execute official travel.

- Special Travel Status Administration: The Contractor shall transition IBA accounts to Permanent Change of Station (PCS) or Mission Critical (MC) status based on component guidance and verified orders.

- Iniquity Resolution: The Contractor shall serve as the primary point of contact for cardholder inquiries, providing resolution or escalation within standard operating

• Check-Out/Out-Processing. The Contractor shall coordinate with the DTAS during the DTS out-processing process to verify the status of the departing individual’s GTCC account and identify actions required before detachment. The Contractor shall provide coordination, tracking, and administrative support only. The Government official retains responsibility for GTCC account-status determinations, account transfers, suspensions, closures, debt collection actions, and final approval of out-processing exceptions.

- Provide timely notification of personnel scheduled to retire, separate, transfer, or otherwise depart the organization.

- Verify the GTCC account status, including any outstanding undisputed balance, delinquency, suspension, credit, refund, or pending transaction.

- Coordinate with the Travel Help Desk, DTAs, and other responsible parties, as applicable, to identify open travel documents or vouchers requiring action to support payment of outstanding authorized GTCC charges through split disbursement.

- Document determination that the account has a zero-dollar balance or that any remaining balance, exception, or follow-on action has been identified and elevated to the appropriate Government official.

- For personnel transferring within the Department of War, coordinate with the primary APC to support transfer of the GTCC account to the gaining organization’s hierarchy, consistent with applicable GTCC procedures.

- For personnel retiring, separating, terminating employment, or deceased, coordinate with the primary APC to support timely closure of the GTCC account and confirmation that the required account-closeout action has been completed.

- Track and report unresolved GTCC account issues to the designated Government representative before the individual’s detachment from the DTS organization.

- Maintain check-out documentation and status records in accordance with Government-directed procedures and records-management requirements.

• Weekly Performance Requirements

- Unsubmitted Voucher Auditing: The Contractor shall collaborate directly with the

DTS LDTA to reconcile and clear unsubmitted vouchers.

• Monthly Performance Requirements

- Account Activity Monitoring: The Contractor shall run and analyze the mandatory IBA and CBA Account Activity Text File (CD100T) reports monthly (weekly analysis is highly recommended) to identify and flag potential improper use, fraud, or policy violations.

- Account Listing Validation: The Contractor shall run the Account Listing Report monthly to audit and validate that cardholders' personal details (name, mailing address, email, and phone number) are current and correct in CitiManager.

- DTS Integration Auditing: The Contractor shall systematically remind cardholders and update card numbers and expiration dates in their respective DTS profiles to prevent travel booking failures.

- Delinquency & Aging Analysis: The Contractor shall run and analyze the Delinquency Report (Hierarchy) and the Aging Analysis reports for both IBAs and CBAs. The Contractor shall use these reports to aggressively identify and resolve delinquent accounts.

- Formal Notifications: The Contractor shall notify delinquent cardholders and their direct chain of command of any delinquent status, fraud, or misuse. All notifications must utilize the mandatory delinquency templates and must be formally archived for audit compliance.

- CBA Reconciliation: The Contractor shall work with the CBA-S to complete the monthly CBA reconciliation, ensuring all payments post accurately to the accounts and resolving any outstanding discrepancies.

- Traveler Status Reconciliation: The Contractor shall coordinate with the DTS DTA to run the Traveler Status Report to align travel status with account limits and statuses.

- Risk Mitigation Blocks: The Contractor shall identify at-risk accounts (defined as those with a history of misuse, chronic delinquency, or security concerns) and transition them to "Closed – Temporary Block" status indefinitely during non-travel periods.

- CitiManager Access Management: The Contractor shall process and review ad hoc requests to add or remove APCs requiring CitiManager access, maintaining strict adherence to the least-privilege access principle.

- Declined Transaction Diagnostics: The Contractor shall run and analyze the Declined Authorizations Report to diagnose transaction failures, assist cardholders with legitimate card activation/limit increases, and identify potential unauthorized usage.

- Audit Compliance Program: The Contractor shall comply with all monthly Visa IntelliLink audit requirements, to include logging into Visa Intellilink Compliance Monitor (VICM) tool, generating report, investigating flag alerts and responding to case inquiries within the prescribed system deadlines.

• Annual Performance Requirements

- Mandatory Training Audits: The Contractor shall work with DTAs to identify and notify cardholders who are approaching their three-year mandatory training expiration or who must sign a updated Statement of Understanding (SOU).

- Contractor Training Certification: Contractor personnel shall maintain active certifications by completing their own mandated APC training.

- CBA Utilization Analysis: The Contractor shall work with the CBA-S annually to evaluate account utilization rates, modifying credit limits or updating points of contact (POCs) as justified by historical usage data.

CLIN 005 – Mail Handler - The Contractor shall provide mailroom and mail-handling support for [organization/location]. Services shall include receipt, sorting, processing, distribution, collection, dispatch, tracking, and accountability for authorized official mail in accordance with Government-provided standard operating procedures, applicable postal requirements, security procedures, and records-management requirements.

The Contractor shall provide mailroom and mail-handling support for SPHQ. Services shall include receipt, sorting, processing, distribution, collection, dispatch, tracking, and accountability for authorized official mail in accordance with Government-provided standard operating procedures, applicable postal requirements, security procedures, and records-management requirements.

• Incoming Mail

The Contractor shall:

- Receive incoming mail, parcels, express items, and accountable mail from authorized carriers and delivery services.

- Date-stamp, sort, and route incoming mail to the appropriate office, directorate, organizational mailbox, or authorized recipient.

- Identify mail with incomplete, incorrect, or outdated delivery information and coordinate with the designated Government point of contact to determine proper disposition.

- Maintain a log of received accountable mail, including certified, registered, insured, express, signature-required, or other traceable items, when directed by Government procedures.

- Obtain required receipts or signatures for accountable-mail delivery and retain supporting documentation in accordance with Government-directed procedures.

- Deliver incoming mail within established delivery schedules and priority timeframes.

• Outgoing Mail

The Contractor shall:

- Collect outgoing official mail from designated locations according to the Government-approved collection schedule.

- Review outgoing mail for legibility, complete delivery addresses, proper packaging, required return information, and conformance with Government-provided mailing procedures.

- Prepare, sort, label, and dispatch authorized official mail through the designated postal or commercial carrier.

- Process mail requiring tracking, delivery confirmation, signature, insurance, express service, or other special handling, when authorized.

- Maintain dispatch records, manifests, receipts, and tracking documentation for accountable or traceable mail.

- Return incomplete, improperly prepared, or unauthorized mail to the originating office with an explanation of the required corrective action.

• Mail Distribution and Customer Support

- Conduct scheduled mail delivery and collection routes for designated offices and organizational mailboxes.

- Provide customer support to supported organizations concerning mail collection schedules, delivery procedures, package status, address corrections, and special-handling requirements.

- Maintain organizational mail directories, distribution lists, and mailbox assignments, as directed by the Government.

- Identify recurring mailing errors, address issues, improper packaging, or workflow delays and recommend corrective actions to the Government.

• Accountable, Sensitive, and Special-Handling Mail

- Maintain positive control and chain-of-custody records for accountable and traceable mail from receipt through delivery or dispatch.

- Safeguard mail and packages awaiting delivery or dispatch in designated secure storage areas.

- Immediately notify the designated Government representative of lost, damaged, misdirected, suspicious, or potentially compromised mail; evidence of tampering;

delivery discrepancies; or other irregularities.

- Handle mail containing sensitive information only within the Contractor’s authorized access, training, and assigned work area.

- Refer mail that is marked, appears to require handling beyond the Contractor’s authorization, or presents a safety or security concern to the designated Government security, records, or mail-management official. The Contractor shall not independently determine classification, marking requirements, or disposition authorities.

• Mailroom Operations and Records

- Maintain the mailroom, work areas, vault, equipment, and supplies in a clean, organized, safe, and operational condition.

- Monitor mailroom supply levels using electronic inventory sheet and notify the Government when replenishment is required.

- Maintain records of mail volume, accountable-mail transactions, dispatches, returned items, delivery exceptions, and other Government-directed performance data.

- Provide monthly mailroom activity reports, or reports at another Government-directed frequency, that summarize incoming and outgoing mail volume, accountable-mail activity, delivery performance, exceptions, unresolved issues, and recommended process improvements.

- Support Government inspections, audits, inventories, and periodic reviews by providing requested logs, reconciliation packages, receipts, tracking records, and status information.

KEY PERSONNEL & SPECIAL QUALIFICATIONS

To ensure successful performance of these highly specialized tasks and prevent financial risk to the Government, the Contractor personnel must possess the following minimum qualifications.

These specialized skills are mandatory for the execution of this contract:

• System Access and Certifications: Contractor personnel must have active certifications and established profiles in the CitiManager Electronic Access System (EAS), Visa IntelliLink, and the Defense Travel System (DTS).

• Regulatory Expertise: Demonstrate expert-level knowledge of the Joint Travel Regulations (JTR), DoD Financial Management Regulations (FMR) Volume 9, and the Department's DTS and GTCC Regulations.

• Analytical Capabilities: Proven capability to execute advanced database queries, compile and analyze complex financial text files, and conduct comprehensive delinquency aging analyses.

• Security Clearance: Personnel must possess and maintain a minimum of a favorable Tier 1 background investigation (or higher, as dictated by organizational security requirements) to access personally identifiable information (PII) and financial data.

COMMON REQUIREMENTS

• Microsoft Office Suite Proficiency: Contractor personnel must demonstrate intermediate to advanced technical capabilities in Microsoft Office Suite of applications is required. Contractor personnel must possess intermediate to advanced capability in:

- Microsoft Word: For drafting formal policies, SOPs, forms and notices.

- Microsoft PowerPoint: For developing briefings, training materials, and monitor presentations.

- Microsoft Outlook: For emails, coordination, stakeholder notifications, and scheduling support.

- Microsoft Excel & Spreadsheet Proficiency: Virtually all critical financial, transactional, and delinquency reports export into raw Excel or text formats, personnel must possess proven experience in executing formatting, validation lists, formulas, applying multi-layered filters and sorting parameters, and utilizing conditional formatting. This skill is critical for isolating specific compliance issues, analyzing complex delinquency trends, and transforming raw transactional data into structured, actionable management briefings.

STAFFING CONTINUITY AND VACANCY FULFILLMENT

• Mandatory Vacancy Backfill Window: In the event that assigned Contractor personnel separate from the Contractor's organization (due to resignation, termination, internal transfer, or any other reason), the Contractor shall notify the Contracting Officer (CO) and Contracting Officer's Representative (COR) in writing within two (2) business days of receiving departure notice.

• 30-Day Transition Limit: To prevent a critical lapse in program controls and financial auditing compliance, the Contractor shall recruit, vet, clear, and successfully onboard a fully qualified replacement resource within thirty (30) calendar days from the departing employee's final day of on-site performance.

• Security & Credentialing Readiness: The incoming replacement personnel must meet all qualifications, possess an active favorable security clearance background check, and have system-level access profiles ready to assume full operational duties upon onboarding.

LEAVE AND COVERAGE REQUIREMENTS

• Lapse in Coverage Prohibition: The Contractor shall ensure continuous, seamless operation of the SSP Travel Management Office. The Contractor shall provide uninterrupted support during the designated hours of operation.

• Extended Leave Coverage Mandatory Trigger: If the assigned primary Contractor personnel is absent due to planned or unplanned leave (including vacation, sick leave, or personal time off) for a duration exceeding three (3) consecutive workdays, the Contractor shall provide a fully qualified, pre-cleared backup resource to perform on-site or authorized remote support.

• Resource Readiness for Leave Coverage: The backup resource must possess active CitiManager EAS and DTS administrative credentials upon arrival. The Contractor shall coordinate the scheduling of any planned leave exceeding three (3) workdays with the COR at least ten (10) business days in advance, providing the credentials and name of the qualified backup resource to guarantee zero disruption to travelers.

SECURITY, PRIVACY, AND SAFEGUARDING OF SENSITIVE INFORMATION (PII)

• Privacy Act Compliance. Work performed under this contract requires the handling of Personally Identifiable Information (PII) and sensitive financial records subject to the Privacy Act of 1974. The Contractor shall ensure that all PII, including credit card account numbers, Social Security Numbers (SSNs), credit histories, home addresses, and phone numbers, is strictly safeguarded in accordance with DoD Directive 5400.11 and component privacy regulations.

• System Access and Cybersecurity. The Contractor shall comply with all Government cybersecurity mandates. Contractor personnel requiring access to Government systems (CitiManager, DTS, Visa IntelliLink) must:

- Maintain a…