RFP 91103JAH- Travel Management Services.pdf

UNIVERSITY OF MARYLAND

BALTIMORE

COMPETITIVE SEALED PROPOSALS

REQUEST FOR PROPOSAL (RFP)

RFP 91103JAH

FOR

Travel Management Services

Issued: Friday, March 29, 2024 Pre-Proposal Conference: N/A Deadline for Questions: Friday, April 12, 2024 Due Date for Proposals: Friday, May 3, 2024

Issued by: University of Maryland, Baltimore

Strategic Sourcing and Acquisition Services Saratoga Street Offices Level 02 Room # 02-100 220 Arch Street Baltimore, MD 21201-1531 Attn: Joshua Hitch 410-706-3191(voice) jhitch@umaryland.edu

Deliver to: All proposals shall be submitted via eMaryland Marketplace Advantage (eMMA): https https://emma.maryland.gov/ Solicitation# BPM043234

Pre-Proposal Conference: There will not be a Pre-Proposal Conference.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services ii

TABLE OF CONTENTS

SECTION I: SUMMARY INFORMATION (Page 1)

SECTION II: GENERAL INFORMATION FOR VENDOR (Page 4)

SECTION III: TECHNICAL & SPECIFICATIONS (Page 9)

SECTION IV: EVALUATION AND SELECTION PROCEDURES (Page 28)

SECTION V: INFORMATION REQUIRED IN VENDOR PROPOSALS (Page 31)

SECTION VI: APPENDICES AND ATTACHMENTS (Page 37)

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 1

RFP91103JAH – TRAVEL MANAGEMENT SERVICES

SECTION I: SUMMARY INFORMATION

A. SUMMARY STATEMENT

The University of Maryland, Baltimore (herein called the “University” or “UMB”) intends to contract for Travel Management Services for University of Maryland, Baltimore. Other Universities within the University System of Maryland (USM) may seek to utilize this contract as well.

B. ISSUING OFFICE

Joshua Hitch University of Maryland, Baltimore Strategic Sourcing and Acquisition Services Saratoga Street Offices 220 Arch Street Baltimore, Maryland 21201-1531 410-706-3191

The sole point of contact in the University for purposes of this RFP is the issuing office.

Any questions with regard to any aspect of this proposal must be directed to Joshua Hitch via email jhitch@umaryland.edu in writing.

C. QUESTIONS AND INQUIRIES

Questions and inquiries should be directed to the individual referenced with the Issuing Office above. All such questions and inquiries must be received by 2 pm EST Friday, April 12, 2024. Inquiries will receive a written reply and be posted on eMMA under Solicitation# BPM043234

D. DELIVERY OF PROPOSALS

All proposals shall be submitted via eMaryland Marketplace Advantage (eMMA):

https://emma.maryland.gov/ under Solicitation# BPM043234

Financial/Price Proposals are to be submitted as a separate submission from the Technical Proposal. For Technical Proposals the file name shall be Technical Proposal, RFP#91103JAH [Your Company Name]. For Price Proposals the file name shall be Price Proposal, RFP#91103JAH, [Your Company Name].

a. The Procurement Officer will not accept submissions after the date and exact time stated in this RFP. The date and time of submission is determined by the date and time of arrival in eMMA. It is the Proposer’s sole responsibility to allow enough time to submit in a timely manner.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 2

b. By providing the Proposal to UMB through eMMA, the Proposer grants the University the unlimited right to generate additional electronic and/or paper copies for distribution solely for the purpose of evaluation and review.

E. PROPOSAL CLOSING DATE

In order to be considered, each proposal must be submitted by Friday, May 3, 2024, no later than 2:00 p.m. EST. Proposals or unsolicited amendments to proposals arriving after the closing date and time will not be considered. There will be no formal proposal opening.

F. ACCESS TO ISSUING OFFICE N/A

G. PRE-PROPOSAL CONFERENCE N/A

H. DURATION OF PROPOSAL OFFER

Proposals are to be held valid for 150 days following the closing date for this RFP. This period may be extended by mutual agreement between the vendor and the University.

I. TERM OF CONTRACT

The contract shall be for a period of Five (5) years, starting on or before July 1, 2024 and ending on June 30, 2029.

The University shall have the option to renew the contract for one (1) additional 5-year term, said option(s) to be exercised at the sole discretion of the University.

J. EVALUATION OF OFFERS

A contract award will be made to the responsible offeror(s) whose proposal best meets the needs of the University as determined by the Procurement Officer. All proposals will be evaluated by a University evaluation committee. After considering the factors set forth in this RFP, the committee will make recommendations for the award of the contract to the vendor(s) whose proposal is/are determined to be the most advantageous to the University.

K. PROPOSAL ACCEPTANCE

The University reserves the right to accept or reject any and all proposals, in whole or in part, received as a result of this RFP, to waive minor irregularities, to negotiate in any manner necessary to best serve the interest of the University. Further, the University reserves the right to make a whole award, multiple awards, a partial award or no award at all. Offerors judged by the procurement officer not to be responsible or offerors whose proposals are classified as not reasonably susceptible of being selected for award shall be so notified. The

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 3

University reserves the right to increase or decrease the quantities of any materials, equipment, supplies or services.

L. FORMATION OF AGREEMENT/CONTRACT OR ISSUANCE OF PURCHASE

ORDER

The Contract to be entered into as a result of this RFP (the “Contract”) shall be by and between the offeror as contractor and the University in the form of a University Contract and shall contain the provisions included herein as Appendix A (Schedule B) or Appendix C (Service Contract) as well as any additional terms required by the University of Maryland, Baltimore or the State of Maryland. By submitting an offer, the Contractor warrants that they have reviewed Appendix C (Service Contract) and will execute a contract on that form upon request by University of Maryland, Baltimore.

M. PROPOSAL AFFIDAVIT AND CERTIFICATIONS

State procurement regulations require that proposals contain certifications regarding non-collusion, debarment, cost and price, etc. The affidavit form, which should be completed by all respondents and returned with their respective responses, is included as Appendix B of the

RFP.

N. CERTIFICATION REGARDING INVESTMENT ACTIVITIES IN IRAN

Offerors must complete, sign and return Appendix I, Certification Regarding Investment Activities in Iran with their solicitation response. Companies appearing on the Investment Activities In Iran list are ineligible for award.

O. ELIGIBILITY TO PURCHASE

The pricing, terms and conditions of any successful offeror’s proposal and any contract that results from this RFP may be made available to other agencies for cooperative procurements. By submitting a proposal, the contractor agrees to extend the proposal price structure and discounts to all University System of Maryland campuses and facilities within the State of Maryland, and any other educational institution in the State of Maryland.

All purchases under this contract by any entity which is not a unit or agency of the State of Maryland (1) shall constitute a purchase or contract between the Contractor and that entity only, (2) shall not constitute a purchase or contract of the State of Maryland, (3) shall not be binding or enforceable against the State of Maryland or any of its units or agencies, and (4) may be subject to other terms and conditions agreed to by the Contractor and the purchases.

Contractor bears the risk of determining whether or not any entity from which the Contractor receives an order under the Contract is a unit or agency of the State of Maryland such that the contract may be enforced against the State of Maryland.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 4

SECTION II: GENERAL INFORMATION FOR VENDORS

A. PURPOSE

The overall purpose of this RFP is to provide information to vendors interested in preparing and submitting proposals to meet the requirements for Travel Management Services described herein. Proposals will be received for the items/services specified herein or attached hereto under the terms, conditions and general specifications of this proposal.

B. GENERAL INFORMATION FOR VENDORS

1. Proposals must be made in the official name of the firm or individual under whom business is conducted (showing official business address) and must be signed by a duly authorized person.

2. Each offeror must furnish all information required by the proposal request. Erasures or other changes must be initialed by the person signing the proposal. Proposals signed by an agent of the corporation must be accompanied by evidence of their authority.

3. This Request for Proposals creates no obligation on the part of the University to award the contract or to compensate offerors for proposal preparation expenses.

4. The University reserves the right to award a contract based upon the proposals received without further negotiations. Vendors should therefore not rely on having a chance during negotiations to change their offer.

5. Before the award of a contract, University of Maryland, Baltimore may require the offeror to submit evidence of any information related to the financial, technical, and other qualifications and abilities of the offeror.

C. ADDENDA / AMENDMENT TO THE RFP

If it becomes necessary to revise any part of the RFP, addenda/amendments will be posted on eMMA under Solicitation# BPM043234. It remains the responsibility of prospective Offerors to check eMMA frequently until the proposal due date for any addenda/amendments issued prior to the submission of Proposals. Addenda/amendments made after the due date of for proposals will be sent only to those Offerors that submitted a timely Proposal and that remain under award consideration as of the issuance date of the addenda.

An acknowledgement of the receipt of all amendments and addenda issued before the proposal due date shall be required from all vendors submitting a proposal.

D. CANCELLATION OF THE RFP

The University may cancel this RFP, in whole or in part, at any time.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 5

E. ORAL PRESENTATION

Vendors who submit proposals may be required to make individual presentations to University representatives in order to clarify their proposals.

F. INCURRED EXPENSES

The University will not be responsible for any costs incurred by any vendor in preparing and submitting a proposal.

G. ECONOMY OF PREPARATION

Proposals should be prepared simply and economically, providing a straightforward, concise description of the vendor’s offer to meet the requirements of the RFP.

H. ACCEPTANCE OF TERMS AND CONDITIONS

By submitting a proposal in response to this RFP, the firm accepts the terms and conditions set forth in this RFP.

I. PROCUREMENT REGULATIONS

This RFP and any resulting contract shall be governed by the USM Procurement Policies and Procedures and the State Finance and Procurement Article of the Annotated Code of Maryland and by State Procurement Regulations, Code of Maryland Regulations Title 21, as applicable.

J. MULTIPLE PROPOSALS

Vendors may not submit more than one proposal.

K. ALTERNATE SOLUTION PROPOSALS

Vendors may not submit an alternate to the solution given in this RFP.

L. CONTRACTOR RESPONSIBILITIES

The University shall enter into contractual agreement with the selected offering vendor(s) only. The selected vendor(s) shall be responsible for all products and/or services required by this RFP. Subcontractors, if any, shall be identified and a complete description of their role relative to the proposal shall be included. The University’s intent is not to direct the use of any particular vendor, however, the vendor will not contract with any such proposed person or entity to whom the University has a reasonable objection. Notification of such objection will be made by the University within 15 days of contract. The vendor shall be fully responsible for the acts and omissions of its subcontractors and of persons directly or indirectly employed by them.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 6

M. PUBLIC INFORMATION ACT

Offerors must specifically identify those portions of their proposals, if any, which they deem to contain confidential, proprietary information or trade secrets and must provide justification why such material should not, upon request, be disclosed by the University under the Public Information Act, Title 4, General Provisions Article, Annotated Code of Maryland.

Vendors must clearly indicate each and every section that is deemed to be confidential, proprietary or a trade secret (it IS NOT sufficient to preface your proposal with a proprietary statement). Failure to comply may result in rejection of your proposal.

N. MINORITY BUSINESS ENTERPRISE NOTICES

Minority Business Enterprises (MBE) are encouraged to respond to this solicitation notice.

O. ARREARAGES

By submitting a response to this solicitation, a vendor shall be deemed to represent that it is not in arrears in the payment of any obligation due and owing the State of Maryland, including the payment of taxes and employee benefits and that it shall not become so in arrears during the term of the contract if selected for contract award.

P. TAXES

The University of Maryland, Baltimore is exempt from Federal Excise Taxes, Maryland Sales and Use Taxes, and the District of Columbia Sales Taxes and Transportation Taxes, except as noted in applicable sections of COMAR. Exemption Certificates shall be provided upon request. Where a Contractor is required to furnish and install material in the construction or improvement of real property in performance of a contract, Contractor shall pay the Maryland Sales tax and the exemption does not apply.

Q. RFP RESPONSE MATERIALS

All written materials submitted in response to this RFP become the property of the University and may be appended to any formal documentation, which would further define or expand the contractual relationship between the University and the successful vendor(s).

R. PROPOSAL SECURITY - N/A

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 7

S. DEBRIEFING OF UNSUCCESSFUL OFFERORS

Unsuccessful proposers may request a debriefing. If the proposer chooses to do so, the request must be submitted in writing to the Procurement Officer within ten days after the proposer knew, or should have known its proposal was unsuccessful. Debriefings shall be limited to discussion of the specific proposer’s proposal only and not include a discussion of a competing offeror’s proposal. Debriefings shall be conducted at the earliest feasible time.

The debriefing may include information on areas in which the unsuccessful proposer’s proposal was deemed weak or insufficient. The debriefing may NOT include discussion or dissemination of the thoughts, notes or ranking from an individual evaluation committee member. A summarization of the procurement officer’s rationale for the selection may be given.

T. MARYLAND PUBLIC ETHICS LAW, TITLE 5

The Maryland Public Ethics Law prohibits, among other things: State employees or officials (and in some cases, former employees) and businesses in which such an individual is employed or holds a financial interest from (i) submitting a proposal or proposal, (ii) negotiating a contract, and (iii) entering into a contract with the governmental unit with which the individual is affiliated per §5-502 of the Maryland Public Ethics Law, Title 5, General Provisions Article, Annotated Code of Maryland.

If the proposal /offeror has any questions concerning application of the State Ethics law to the proposal/offeror’s participation in this procurement, it is incumbent upon the proposal/offeror to see advice from the State Ethics Commission; Office of the Executive Director, 9 State Circle, Suite 200, Annapolis, MD 21401, 410-974-2068 or toll free 1- 877-669-6085.

The procurement officer may refer any issue raised by a proposal or proposal to the State Ethics Commission. The procurement officer may require the proposal/offeror to obtain advice from the State Ethics Commission and may reject a proposal or proposal that would result in a violation of the Ethics Law.

The resulting contract is cancelable in the event of a violation of the Maryland Public Ethics Law by the vendor or any State of Maryland employee in connection with this procurement.

U. HIPAA

Health Insurance Portability and Accountability Act of 1996, Pub. L. No. 104-191.

("HIPAA") and Maryland Confidentiality of Medical Records Act (Annotated Code of Maryland, Health – General Article '4-301 et seq. ("the Act"). Contractor acknowledges that the University of Maryland Baltimore is a HIPAA hybrid

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 8 covered entity. Contractor agrees that Contractor's access to and use of protected health information (as that term is defined by HIPAA), if any, under this Agreement will be conducted in accordance with the requirements of the Act and HIPAA, including the terms of a HIPAA Business Associate Agreement if so required by UMB. Such Business Associate Agreement is either attached hereto as Schedule H or Contractor shall promptly execute such Business Associate Agreement upon the University's request. Contractor shall also cause any subcontractor, agent, or party under Contractor's direction or control that is participating in this Agreement to promptly execute a standard HIPAA Business Associate Agreement if so requested by UMB.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 9

SECTION III

TECHNICAL REQUIREMENTS & SPECIFICATIONS

A. BACKGROUND

The University of Maryland, Baltimore is a public institution with the multiple missions of education, research and service. The 34-acre complex is located in downtown Baltimore, a city that has become a model for urban rebirth and vitality. The UMB complex has over 5,000 employees and approximately 6,000 students enrolled in seven professional schools: School of Dentistry, School of Law, School of Medicine, School of Nursing, School of Pharmacy, School of Social Work and Community Planning and the Graduate School.

B. SCOPE OF PROJECT

The University of Maryland, Baltimore – hereafter referred to as the “University”, seeks to establish contract/s with one or more global travel services firms (“Contractor/s”) which are experienced with University (or similar) institutional travel. Contractor is responsible to stay informed about University policies, procedures and service agreements related to travel and assure that Contractor information and services provided are in compliance.

Audit of Processing Procedures

The University, at its discretion, may audit or subcontract an audit of Offeror’s processing procedures to ensure contract compliance, after the award of the contract.

C. MINIMUM QUALIFICATIONS

1. Offeror must have a minimum of 10 years’ experience in Travel Management Services.

2. Offeror preferred to have a minimum of 10 years’ experience dealing with a state agency/university for procurement of Travel Management.

D. INSURANCE

1. a. The contractor shall not start work under this contract until the Contractor has obtained at its own expense all of the insurance called for hereunder

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 10 and such insurance has been approved by the procurement officer; nor shall the Contractor allow any subcontractor to start work on any subcontract until all insurance required by the subcontract has been obtained and approved by the contractor and University of Maryland, Baltimore.

Approval of insurance required of the contractor and subcontractors for the University will be granted only after submission to the University of original certificates of insurance signed by an authorized representative of the insurers or, alternately, at the University’s request, certified copies of the required insurance policies.

b. The Contractor shall require all subcontractors to maintain during the term of this agreement, Commercial General Liability insurance, Business Automobile Liability insurance, Workers Compensation and Employers Liability insurance, in the same manner, including the additional insured requirements in paragraph O.1.e., as specified for the Contractor. The Contractor shall furnish subcontractors’ certificates of insurance to the University immediately upon request.

c. All insurance policies required hereunder shall be endorsed to include the following provision; “It is agreed that this policy is not subject to cancellation, non-renewal, material change, or reduction in coverage until forty-five (45) days prior written notice has been given to the University.”

d. No acceptance and/or approval of any insurance by University of

Maryland, Baltimore shall be construed as relieving or excusing the Contractor, or the surety or bond, if any, from any liability or obligation imposed upon either or both of them by the provision of the Contract Documents.

e. NAMED ADDITIONAL INSURED – The University of Maryland, Baltimore and the State of Maryland (including their elected or appointed officials, agents and employees) are to be named as additional insured under all coverages except Workers Compensation, and the certificates of insurance (or the certified policies, if requested) must so indicate through inclusion of appropriate endorsement. Coverage afforded under this paragraph shall be primary to any other insurance of self-insurance, whether or not such other insurance or self-insurance is stated as primary, excess or contingent, as respects the above additional insured, their elected and appointed officials, agents and employees.

f. Insurance coverage required in these specifications shall be in force throughout the Contract Term. Should the Contractor fail to provide acceptable evidence of current insurance within ten (10) days of receipt of written notice at any time during the contract term, the University shall have the absolute right to terminate the Contract without any further

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 11 obligation to the Contractor, and the Contractor shall be liable to the University for the entire additional cost of procuring substitute performance and the cost of performing the incomplete portion of the Contract at time of termination.

g. Contractual and other liability insurance provided under this Contract shall not contain a supervision, inspection or engineering service exclusion that would preclude University of Maryland, Baltimore or participation institutions from supervising or inspecting the operations of the contractors as the end result.

h. The Contractor shall assume all on-the-job responsibilities as to the control of persons directly employed by it and of agents or subcontractors and anyone directly or indirectly employed by any of them, or by anyone for whose acts any of them may be liable.

The Contractor shall be as fully responsible to the University for the acts and omissions of its subcontractors and of persons employed by them as it is for acts and omissions of persons directly employed by the Contractor.

i. All required insurance coverages must be acquired from insurers allowed to do business in the State of Maryland and acceptable to University. The insurers must have a policyholders’ rating “A-” or better, and a financial size of “Class VII” or better in the latest edition of Best’s Insurance Reports.

j. UMB will consider deductibles or self-insured retention as part of its review of the financial stability of the proposal. Any deductibles or self-insured retention shall be disclosed in the Contractor’s proposal and shall be assumed by the Contractor.

2. The Contractor shall purchase the following insurance coverages:

a. Commercial General Liability Insurance or its equivalent, for bodily injury, personal injury and property damage, including loss of use. It is preferred that coverage be provided on an “occurrence” basis. If “claims made” forms are submitted, the requirements noted in section O.5 must be met. Such Commercial General Liability policy shall include the following extensions:

i. It is preferred that the general aggregate limit applies separately to this project:

ii. Premises/Operations:

iii. Actions of Independent Contractors:

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 12

iv. Products/completed Operations to be maintained for two (2) years after completion of the contract.

v. Contractual Liability including protecting for the Contractor for claims arising out of liability assumed under this contract.

vi. Personal injury liability including coverage for offenses related to employment, and for offenses assumed under this contract (delete any standard employment and contractual exclusions if contained in the personal injury coverage section):

b. Business Automobile Liability, which will pay for liabilities arising out of accidents involving the ownership, operation, maintenance or use of any owned, hired or non-owned motor vehicles, uninsured motorist’s insurance and automobile contractual liability.

NOTE: INSURANCE MUST BE ON A PRIMARY BASIS.

CONTRACTUAL REQUIREMENTS MUST BE CLEARLY

INDICATED ON CERTIFICATE OR BY ENDORSEMENTS.

c. Workers Compensation – statutory benefits are required by Maryland law or other laws as required by labor union agreements, including standard Other States coverage; Employers Liability coverage.

3. The coverage listed in Section III, O.2.a., b., and c. (above) shall be written for not less than the following limits of liability. Limits can be furnished by a combination of primary and excess (umbrella) policies.

a. Commercial General Liability Insurance including all extensions – $2,000,000 each occurrence;

$2,000,000 personal injury;

$2,000,000 products/completed operations;

$2,000,000 general aggregated

b. Business Automobile Liability - $2,000,000 each accident

c. Workers Compensation insurance – statutory requirements. Employer’s liability insurance - $1,000,000 each accidental injury; and $1,000,000 policy limit for disease.

4. Tort-Claim Act – It is agreed that the contractor and its insurers will not raise or use, in the adjustment of claims or in the defense of suits against any participating USM institution, any immunity of the insured from tort liability, (including

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 13

Maryland Tort Claim Act), including any limitation of liability, unless requested by any participating institution.

5. NOTE: If insurance required in terms 2.a.iv. and v. above has been issued on a

“claims made” basis, the Contractor must comply with the following additional conditions. The limits of liability and the extensions to be included as described above remain the same. The Contractor must either:

1. Agree to provide certificates of insurance evidencing the above coverages for a period of three (3) years after final payment for the contract. Such certificates shall evidence a retroactive date no later than the beginning of the Contractor’s or Subcontractor’s work under this contract, or

2. Purchase an extended (minimum three (3) years) reporting period endorsement for the policy or policies in force during the term of this contract and evidence the purchase of this extended reporting period endorsement by means of a certificate of insurance or a copy of the endorsement itself, and

3. The “retroactive date” must be effective prior to the inception of the work under this contract, and

4. No “sunset” clauses shall apply.

A CERTIFICATION FROM AN AUTHORIZED BROKER OR AGENT THAT ALL

REQUESTED COVERAGES ARE AVAILABLE AND WILL BE PROVIDED TO

THE CONTRACTOR UPON AWARD OF THIS CONTRACT MUST/SHOULD

[choose as appropriate] BE PROVIDED WITH ANY PROPOSAL.

E. SPECIFICATIONS FOR TRAVEL MANAGEMENT SERVICES

The below is an in-depth list of the services and requirements the University is seeking to contract for. The Offeror shall outline how they will meet and or provide the following requirements within their technical proposal:

GENERAL REQUIREMENTS:

1. Integration with the following University Digital Systems: Concur (UMB), Workday (UMGC, Coppin, Frostburg), Oracle Expenses (Towson) and International SOS (or whichever Emergency Support Vendor is utilized at the time). The Contractor must be able to integrate with Concur at a minimum.

Multiple vendors may be selected to ensure all Digital Systems are covered.

2. Contractor must provide global airline, lodging, and ground transportation advice, reservations, ticketing, and payment management as required for the full scope of University Travel.

3. University travel includes travel funded by Federal and other sponsors who

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 14 may impose parameters for travel requiring additional requirements.

Contractor must be able to provide reports such as Evidence of MBE affiliate Travel Management Company and Compliance with Fly America Act.

4. Contractor must detail its experience, value, and proposal to provide Specialty

Travel Services to specific elements of the University, as determined by each institution. Contractor Specialty Travel programs must be provided in addition to ALL other technical and financial mandatory requirements. Examples of Specialty Travel may include: Student/Faculty and Staff Airfare, Motorcoach Charter, and Air Charter, Athletic team travel.

5. Contractor must be able to and agree to service the full scope of University travel for the entire University community. The University may require travel management services for faculty and staff employees, visitors, affiliates, family, invited guests, volunteers, students, athletes, teams, celebrities, researchers, consultants, recruits, alumni, donors, faculty on sabbatical, conference attendees, groups, and others who are directly involved or affiliated with University activities. Travelers include individuals who have not yet reached their 21st birthday, those older than 65 years, people with special needs or disabilities, and both U.S. and non-U.S. citizens.

6. Contractors are responsible for adhering to University travel policy, procedures, and other relevant University policies affecting the selection of and payment for travel services. See the following web sites for University policies: UMB Policy on Business Travel for UMB Employees and Nonemployees - University of Maryland, Baltimore (umaryland.edu)

Business Travel for UMB Employees - 120922 for final comments accepted changes (ARR edits 1-16-23) (00196393).DOCX (umaryland.edu)

Business-Travel-for-Nonemployees.pdf (umaryland.edu)

7. University travel may include extended stays, multiple stops, and destinations/origin points in remote areas. Group travel services (10 travelers or more) may include air/rail, ground transportation, and lodging. Required group travel services may include arrangements for participants leaving from the same or from different domestic or international points of origin and arriving at the destination of the event. Group participants may have varying departure and arrival dates, and different length of stay at the destination during the event. For example, speakers originating from various home cities to speak at a conference may arrive during the conference and stay only for their presentation. Contractor must be able to coordinate and meet these Travel Management requirements.

8. Contractor must provide a SOC Type II Report and Higher Education

Community Vendor Assessment Toolkit (HECVAT) to detail how it provides https://www.umaryland.edu/policies-and-procedures/library/financial-affairs/policies/viii-1100a.php https://www.umaryland.edu/policies-and-procedures/library/financial-affairs/policies/viii-1100a.php https://www.umaryland.edu/media/umb/af/fs/policies/Business-Travel-for-UMB-Employees.pdf https://www.umaryland.edu/media/umb/af/fs/policies/Business-Travel-for-UMB-Employees.pdf https://www.umaryland.edu/media/umb/af/fs/policies/Business-Travel-for-Nonemployees.pdf

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 15 proactive internal controls assuring protection of traveler’s personal information (name, birthdate, address, passport information, etc.) while providing accurate and complete information required by airlines, and the University Department, and Travel Services. This should be attached to the technical proposal.

9. In addition to the University Travel Card, other payment forms may be utilized by various campuses for particular trips. These may include personal credit card, Purchase Orders, etc.

10. The University routinely utilizes travel programs and discounts available for higher education, NCAA, State government, Federal cost-reimbursable contracts, professional associations, personal associations, retail consumers, and other creative means of keeping costs at a minimum. Contractor must promote direct agreements the University may have or may develop with airlines, hotels, vehicle rental firms, etc. as appropriate.

11. The University will not pay Contractor fees for travel consulting, fare quotes, proposal generation, un-ticketed air/rail reservations, lodging reservations, vehicle rental reservations, group/team travel reservations, or for travel services which do not actually take place. The University will also not pay Contactor a service fee for use of credit card payments or other electronic payment (EFT, wire transfer, etc. Contractor must state this in their proposal.

12. Contractor is not and shall not be authorized to sign contracts (e.g., hotel contracts) as an agent of the University.

13. Contractors must provide a written comprehensive disaster recovery plan.

COMMUNICATION REQUIREMENTS:

1. Contractors must provide a communication escalation plan to be utilized by the University for issues which may arise, and for urgent problem resolution and/or emergencies. Contractor should detail their plan and identify responsible staff for urgent problem escalation.

2. Contractor’s direct staff must respond to all University calls and messages during normal University working hours. Contractor must advise Travel Services in advance of their key reservation staff planned extended absences for vacation, etc. Contractor must not use subcontractors to answer/respond to University calls during University business hours.

3. Contractor is advised that the University is closed according to the campus schedule of holidays and other closures, at times for over a week at a time.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 16

Contractor must detail its means to assure they are able to contact travelers and their departments as appropriate when travel occurs during times when the campus is closed for scheduled or unscheduled (weather, etc.) reasons.

4. It is required that the contractor provide extended hours of operation outside of the University’s standard hours of operation. Contractor’s response shall detail extended hours staffed by the contractor outside of the University’s standard hours of operation.

5. Contractor must provide toll free telephone service during University business hours, at no cost to the University. Contractor must also provide toll free phone service 365 days per year, 24 hours per day, 7 days per week, to provide assistance for enroute travelers, urgent travel needs, including new ticket issuance and accommodations.

6. If Contractor’s after-hours coverage is via a sub-contractor, the Contractor must detail the subcontractor’s identity and geographic location. Contractor must also disclose any University privileged and private information conveyed to the subcontractor for after-hours coverage.

7. Contractor shall reply to written correspondence and emails from the

University, and from University travelers and travel arrangers. The reply should be prepared in a succinct, professional manner and sent on a timely basis appropriate to the urgency of the University inquiry.

8. Contractor must not use or retain University contact information/lists

(phone, email, fax, etc.) for any reason except to administer the reservations for which the contact information was provided.

9. Contractor must provide a secure, dedicated email account to receive

University Travel Approval Requests (TARs).

10. Contractor must provide a dedicated web page in support of University travel. Content of this page must be approved by Travel Services in advance.

11. Contractor scheduled campus visits should be coordinated with Travel

Services in advance. “Cold calls” (in person, by phone, or by email, etc.) to University departments and staff for general promotional reasons are not authorized.

12. Contractor must meet with Travel Services on an ongoing basis as required by the University, normally quarterly, to evaluate services and as an industry update.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 17

13. Contractor must detail their proposed means of University customer contact, including Contractor use of:

• Telephone and Voicemail

• Email

• Texting

• Social Media Platforms

• Etc.

• Contractor’s use of newsletters, mailings etc.

• Contractor other proposed means of direct customer contact

(webinars, on-line chat, blog, etc)

STAFFING REQUIREMENTS:

1. Contractor must provide a company/corporation organization chart and staffing profile, including the resumes for:

• Senior Owner/Management Contact Person for the University

• Account Manager with fiscal and program management authority

• Office Manager/Lead Agent responsible for top-level day-to-day oversight

• International Agent/s assigned to the University account

• Reservation Agent/s assigned to the University account

• Special Requirements Agent/s (please specify, e.g., student/faculty-staff airfares, on-line booking system, athletics etc.)

• Prior to contract implementation and upon request each time thereafter that a new reservation agent is assigned to the University account, the contractor must provide the University Program Manager a resume detailing that the agent meets the following minimum requirements:

Reservation Agents -High school diploma -Two (2) consecutive years of full-time employment within the past three (3) years in a travel management agency providing reservation/ticketing services

-Experience must demonstrate experience with high volume, complex, cost-conscious university, government, institutional, and/or commercial customer

• Resumes must provided upon request for all other and future staff who will access the University account (Sales and customer outreach representatives, information technology representative, etc.)

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 18

• The University reserves the last right of refusal for agents assigned to its account, based on agent credentials, performance, rapport with University customers, understanding of University policies, procedures and norms or any other factor related to customer service and competency.

• University dedicated staff must be fully trained in University policies and procedures and are required to be updated on a regular basis in these areas.

2. Contractor must provide an overview of their service configuration. This overview must include the number of Contractor University employee reservation agents normally available to University callers during University business hours.

3. Contractor must detail its communication methods and training programs that will be provided to University Agents to assure their knowledge of appropriate areas of the travel industry.

4. It is the Contractor’s responsibility to validate staff competency; to perform appropriate background checks; and to proactively assure that only reliable, experienced Agents are assigned to the University account.

5. If any Contractor University reservation/ticketing staff member is expected to work from outside the Contractor’s office site during University business hours, Contractor must provide details about the location of these agents, and the phone and computer reservation systems used, and how response to the University is supervised by Contractor management. It is the Contractor’s responsibility to provide seamless agent communication if off-site reservation agents are receiving University calls, email and other contact during University business hours.

RESERVATION PROCESS REQUIREMENTS:

1. Contractor must obtain an approved University Travel Approval Request (TAR) in the University Travel Management System in advance of obligating University funds, and the Trip Number must be referenced on the invoice. Contractor must be able to process emergent requests from the Universities Office of the Controller delegate.

2. Contractor must fully disclose to University travelers and travel arrangers all considerations and options that result in a cost effective, appropriate itinerary. For group travel, Contractor must provide appropriate pricing choices which reflect any special pricing or accommodations available due to the multiple participants.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 19

3. Contractors must provide information necessary for the University traveler or travel arranger to make an informed decision. Security issues, pending labor disruption, weak financial stability and the other factors affecting the proposed trip must be disclosed so that the University is able to make an informed decision. The University requires all details which support the lowest reasonable accommodations and costs.

4. Contractor must proactively advise Travel Services of all world and travel industry matters which affect University travel, and indicate when there are affected passengers/itineraries.

5. All relevant pricing choices must be presented including alternative routes and, if feasible for the traveler, alternative dates that would provide cost savings. In some cases, the department may have the latitude to change the destination (for example, for a meeting), if pricing warrants.

6. The Contractor must disclose the reservation’s full terms and conditions, change and cancellation fees, and full pricing for all Contractor and provider fees to the University traveler/travel arranger making the decision about the services selected. This full price and terms and conditions disclosure must occur prior to financially obligating the University to arrangements.

7. Contractor must provide information to travelers about University programs which support Travel, including Motor Transportation Services, Travel Card, etc. and University travel agreements.

8. Contractor must advise the University travel arranger/traveler about all travel requirements for international trips including: passport, visa, tourist cards, and other documents; Fly America Act (as applicable); required and suggested health inoculations; State Department Advisories and Warnings, Smart Traveler Enrollment Program (“STEP”), etc.

9. Contractor is responsible to determine and advise what documents are required, given the citizenship of the traveler and destination/s visited.

Contractor must define their process for verifying traveler details and obtaining appropriate visas/ documentation on a timely basis.

10. Contractor is responsible to provide accurate traveler information to airlines and other service providers (e.g., properly spelled full name, accurate birthdate, etc.)

11. The Contractor must provide the passenger information directly to the airline in the airline format required in the reservation system (e.g., full name, birthdate, gender, citizenship, passport or redress number) unless the traveler specifies in writing that they elect to do so themselves.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 20

12. Contractors must obtain when necessary traveler pre-trip/in-trip/post-trip contact and delivery information, including daytime phone number, mobile number, and e-mail address to assure contact with the traveler, throughout the trip as appropriate, is feasible.

TRAVEL FARE QUOTES, ARRANGEMENTS, AND TICKETING

REQUIREMENTS:

1. Contractor must provide quotes, reservations, ticketing and payment as required for air, rail, lodging, vehicle, and ground transportation for individual and group travelers. Contractor must advise the traveler, department travel arranger, and department business office of the reservation and pricing details in accordance with the department instructions for communication.

2. Contractor is responsible to issue tickets on a timely basis to maintain desired flights and quoted pricing approved on the TAR. It is the Contractor’s responsibility to absorb higher fares caused by their inaction to ticket on a timely basis once the TAR is approved.

3. Contractor must acknowledge the requirement to use the least expensive logical fare using reliable services to meet departure and arrival times, logistical concerns, security considerations, and other specifications as requested by the University. Contractor must explain their process to assure that these requirements are always met.

4. It is required that the Contractor disclose any unique provisions such as free ticket accrual, free room nights earned, complimentary priority boarding, checked baggage, premium seating, in-flight Wi-Fi, etc. that they will provide the University. The financial value of Contractor provided services must be disclosed ONLY in the Financial Proposal.

5. Contractor must acknowledge that generally University tickets are priced at the airline’s discounted coach class or at a deeper discount available from the Contractor or via a wholesaler. Premium coach class fares are not the norm for University travel. Ultra-low-cost airlines (e.g. Frontier, Spirit) are not permissible. Business class fares are not permitted for University domestic travel without prior approval from the University TAR.

6. Contractor is advised and must acknowledge that for University international travel, with special circumstances and advance approval on the TAR, business class fares may be purchased, but business class travel is not the norm for University international travel.

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 21

7. Contractors must routinely inquire about traveler preferences. The University department and traveler will make the final selection of travel services the Contractor offers within University travel policy.

8. Contractor must confirm seat assignments, special meals, and optional services available to the University traveler within University travel policy.

The University will not pay a fee for Contractor reserving optional services.

9. The University may permit certain premium services (priority boarding, second suitcase, etc.) if required for the trip. Premium services with a cost to the University must be pre-approved on the University TAR. The University will not pay the Contractor a fee for confirming premium

10. Unused tickets which were paid for by the University are the property of the University and cannot be used for personal travel. Contractor must describe their system for tracking unused airline and rail tickets paid for with University funds and contractor method for eliminating or minimizing University financial loss from unused tickets. The University may require periodic reports about the Contractor management of unused tickets.

Contractors must ensure that no financial information is provided in the Technical Proposal. All pricing, pricing narratives and references to pricing shall be included with the Contractors Financial Proposal. Pricing information included in the Technical Proposal could render the Contractors proposal non-susceptible for award.

LODGING REQUIREMENTS:

1. Contractor must provide information, reservations and deposits/payment for hotel lodging and other overnight accommodation (train berth, etc.) for individual and group travelers.

2. The final selection of accommodation shall be the choice of the University Travel Arranger, in accordance with established University policy, and campus and departmental procedures.

3. Contractor should detail how they communicate lodging service and pricing details to assure accuracy and University traveler or travel arranger understanding.

4. Contractor shall confirm lodging at the lowest available rate that provides required services. The University will not pay for any costs for spouses or travel companions sharing a room when they are not traveling on University approved business. Contractor is financially responsible for no-

University of Maryland, Baltimore | RFP91103JAH Travel Management Services 22 show costs which are applied if contractor does not cancel the reservation on a timely basis. Contractor must demonstrate that the traveler has been advised of any cancellation/early departure, etc. fees and their detailed terms and conditions.

5. Contractor must obtain an approved University Travel Approval Request

(TAR) in the University Travel Management System in advance of obligating University funds for lodging (for individuals or groups).

6. The University maintains relationships with lodging facilities on and off of its campuses, with which Contractor should be familiar. Contractors will be required to offer these facilities as appropriate.

7. Contractor must negotiate lodging services for groups as requested by authorized University representatives, in accordance with University Travel Policy.

8. Contractor must initially review group lodging contracts to ensure compliance with University mandatory Terms and Conditions prior to submission to the Department of Travel Services for execution. The University will provide Contractor guidance in the conduct of Term and Conditions reviews.

VEHICLE RENTAL REQUIREMENTS:

1. The University maintains relationships with vehicle rental firms with which successful Contractors should be familiar.