SOLICITATION_AS_APPROVED_FOR_WEBSITE.doc

SECTION 1 - THE SCHEDULE

CONTINUATION TO SF-1449

RFQ NUMBER S-IN650-13-Q-0022

PRICES, BLOCK 23

1.0

DESCRIPTION

The Contractor shall provide travel management services to the U.S. Embassy, New Delhi and its consulates in Hyderabad and Kolkata, as described in this solicitation. The contract type is a requirements type contract for all travel management services required by the agencies set forth in Section 1, paragraph 27.0. The contract will be for a one-year period from the date to start services, set forth in the Notice to Proceed, with four one-year options to renew.

2.0 TRANSACTION FEES AND COMMISSION REFUND PROCESS

2.1 Transaction Fee.

The Government shall pay the Contractor a transaction fee based on a fixed rate per transaction. See also Section 1, continuation of block 20, paragraph 2.0, Definitions, and paragraph 17.0 for further information on handling of transaction fees. See also paragraph 15.0 for a further description of Government Travel Charge Card, Centrally Billed Account (CBA), and Government Travel Request (GTR) sales.

2.2 Reserved

2.3.

PRICING

2.3. A. VALUE ADDED TAX

VALUE ADDED TAX. Value Added Tax (VAT) is not applicable to this contract and shall not be included in the CLIN rates or Invoices. Only service tax is applicable but should not be included in the CLIN rates or Invoices because the U.S. Embassy has a service tax exemption certificate from the host government.

2.3. B. US firms may be priced and paid in US dollars. All other firms will be required to submit in rupees and be paid in Rupees.

NEW DELHI

(Rupees or US$) Option Period 1 (Rupees or US$) Option Period 2 (Rupees or US$) Option Period 3 (Rupees or US$) Option Period 4 (Rupees or US$) Estimated Total price for base plus all option

Service fee for providing Airport Transfers at New Delhi for arrivals/ departures, inclusive of all charges including Premium Parking charges

KOLKATA

(Rupees or US$) Option

Period 1

(Rupees or US$) Option

Period 2

(Rupees or US$) Option

Period 3

(Rupees or US$) Option

Period 4

(Rupees or US$) Estimated Total price for base plus all option ion

HYDERABAD

(Rupees or US$) Option

Period 1

(Rupees or US$) Option

Period 2

(Rupees or US$) Option

Period 3

(Rupees or US$) Option

Period 4

(Rupees or US$) Estimated Total price for base plus all option

TABLE OF CONTENTS

· 1.0 - Scope of Work

· 2.0 - Definitions and Acronyms

· 3.0 - Contractor Requirements for Providing Official Travel Services

· 4.0 - Contractor Priority

· 5.0 - Furnishing of Equipment/Property

· 6.0 - Space for Performance of Required Services

· 7.0 - Minimum Personnel Requirements

· 8.0 - Contractor’s Quality Control Plan

· 9.0 - Transition Requirement and Continuity of Services

· 10.0 - Deliverables

· 11.0 - Notice to Proceed, Period of Performance and Options

· 12.0 - Place of Performance

· 13.0 - Hours of Service

· 14.0 - Basis of Compensation to the Contractor

· 15.0 - Billing and Payment Procedures

· 16.0 - Refund Procedures

· 17.0 - Transaction Fee Procedures

· 18.0 - Security

· 19.0 - Government Approval and Acceptance of Contractor Employees

· 20.0 - Key Personnel

· 21.0 - Personal Injury, Property Loss or Damage (Liability)

· 22.0 - Insurance

· 23.0 - Bonding of Employees

· 24.0 - Permits

· 25.0 - Post Award Conference

· 26.0 – Task Order Issuance

· 27.0 – Requiring Activity

CONTINUATION TO SF-1449

RFQ NUMBER S-IN650-13-Q-0022

SCHEDULE OF SUPPLIES/SERVICES, BLOCK 20

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

1.0

SCOPE OF WORK

1.1.

The Contractor shall provide corporate travel services for official domestic and international travel of Government employees and their dependents. Domestic and international travel includes travel within the country in which the U.S. Embassy, New Delhi and its Consulates in Hyderabad and Kolkata, India is located and travel outside that country, including travel within the U.S and other countries. The corporate travel services that the Contractor shall provide include:

· Travel reservations, issuance and delivery of tickets for air, rail, bus and steamship carriers; and where possible, advance seat assignments and advance boarding passes;

· Reservations for lodging accommodations;

· Commercial automobile rental services;

· Airport/railway station/bus station transfers for arrival & departures and meet and assist at airports;

· Assistance in obtaining , visas for LES, and advice regarding health requirements;

· Detailed travelers' itineraries;

· Management information and billing reports derived from the booking database;

· Automated reconciliation of travel charges incurred through the Government's CBA accounts;

· Seminars, meetings and workshops at sites selected by the Government (including conference rooms, lodging, meals, ground transportation, audio-visual equipment, and related services); and,

· Information pamphlets for Government travelers who use the contract.

1.2.

Each of these items is discussed in detail in Section 1, continuation of block 20, paragraph 3.0, "Contractor Requirements for Providing Official Travel Services".

1.3.

The Contractor shall also, if requested, provide on an open-market basis, complete personal travel services and support for Government employees and their dependents requesting personal (unofficial) travel arrangements. However, no individual is required to use the services under this contract for personal travel. The transaction fees listed in the Pricing portion of this contract apply only to official travel. The Contractor may charge the same fee or a lesser or greater fee for personal travel. However, the Contractor is responsible posting in a clearly visible public place the transaction fees to be charged for personal travel.

1.4.

The Contractor shall also provide travel services for any individual sponsored by a participating agency under this contract, including personnel on temporary duty. Additionally, the Government is often called upon to assist U.S. citizens who wish to return to the U.S. The Contractor may be called upon to assist with the travel arrangements in such cases. The Contractor shall direct any question as to whether or not a service should be provided to a particular person, to the Contracting Officer or the Contracting Officer’s Representative.

1.5.

Upon the request of employees or other persons with disabilities traveling on official business, the Contractor must arrange necessary and reasonable accommodations, including but not limited to airline seating, in-terminal transfers, ground transportation and barrier-free or otherwise accessible lodging.

2.0

DEFINITIONS AND ACRONYMS

Agency – U.S. Government activity at post, such as State Department, Foreign Commercial Service, or Foreign Agricultural Service.

ARC - Airlines Reporting Corporation. Website: http://www.arccorp.com.

Business Day - Monday through Friday, except holidays listed in Section 2, DOSAR 652.237-72, “Observance of Legal Holidays and Administrative Leave”.

CBA - Centrally Billed Account. Account established by a charge card Contractor at the request of an agency as defined in this document. Consolidated airline ticket charges accrued through use of centrally billed accounts shall be billed monthly. Expenses billed against centrally billed accounts are paid to the Government travel charge card program Contractor.

Commission - Amount paid to the Contractor by another entity not a party to this contract, such as an airline, for each airline ticket the Contractor books for that airline.

COR - Contracting Officer's Representative. See Section 2, DOSAR 652.242-70, Contracting Officer's Representative (COR).

GTM – Government Technical Monitor CRS - Central Reservation System. A major airline computer reservations system, such as Apollo, Sabre or World span.

Embassy – Refers to U.S. Embassy New Delhi and its consulates in Hyderabad and Kolkata.

Emergency - An unforeseen combination of circumstances that calls for immediate action. The term emergency includes, but is not limited to, disasters, forest fires, evacuations, floods, and civil unrest.

Federal Travel Regulation (FTR) - See 41 CFR Chapters 300-304. Chapter 301 governs travel and transportation allowances for Federal civilian employees. Available from the Superintendent of Documents, U.S. Government Printing Office, Washington, D.C. 20402-9325: (1) as a bound volume of the Code of Federal Regulations (41 CFR, Chapter 201 to end); and (2) in a loose-leaf edition. Also available on the internet at: http://www.policyworks.gov

Fly America Act - See 49 U.S.C. 40118. The Fly America Act requires Federal employees and their dependents, consultants, contractors, grantees and others performing United States-financed air travel to travel by U.S. flag carriers. Details contained in 41 CFR 301-10.131 through 301-10.143 and 14 FAM 583.

Government - U.S. Government, including all participating U.S. Government agencies.

Government Excess Baggage Authorization/Ticket (GEBAT) - Issued by the carrier to the traveler when presented with a GTR that authorizes the carriage of excess baggage. The GEBAT is used by the carrier(s) to support subsequent billing of charges. Excess baggage is reimbursable up to the weight authorized. NOTE: GEBAT’s are gradually disappearing. If the traveler is not using a GTR, the traveler will pay for excess baggage with a credit card or cash.

Government Travel Charge Card - General Services Administration (GSA) Contractor-issued charge card to be used by travelers of an agency to pay for passenger transportation services, subsistence expenses and other allowable travel and transportation expenses incurred in connection with official travel. Although the employee is liable for payment of all charges incurred, including those for ATM withdrawals, the employee shall be reimbursed by his/her agency for all authorized and allowable travel and transportation expenses.

GSA - U.S. Government General Services Administration.

GTR - Government Travel Request issued on a SF-1169 which is provided to a carrier or a carrier’s agent to procure passenger transportation services for the account of the U.S. Government. The GTR shall be used as a supporting document with the bill for the transportation charges.

Hotel and Motel Fire Safety Act of 1990 - Public Law 101-391, September 25, 1990. An Act to amend the Federal Fire Prevention and Control Act of 1974 to allow for the development and issuance of guidelines concerning the use and installation of automatic sprinkler systems and smoke detectors in places of public accommodation affecting commerce, and for other purposes. A copy of the Act can be obtained by writing: Hotel/Motel Fire Safety, Office of Fire Prevention and Arson Control, Fire Administration, 16825 S. Seton Ave., Emmitsburg, MD 21727, USA. As defined in the Act, this only applies to the United States and its territories as described on the website at http://www.usfa.fema.gov/hotel.

Hotel and Motel Fire Safety Act National Master List - Places of public accommodation in the United States and its territories that meet the fire prevention and control guidelines under the Hotel and Motel Fire Safety Act. Current information is also available on the internet at http://www.usfa.fema.gov/hotel.

Lowest Available Fare - Except for the constraints of the airline contract program described in Section 1, continuation of block 20, paragraph 3.2.2 and the Fly America Act, Section 1, continuation of block 20, paragraph 3.2.3, the Contractor shall book the lowest available fare in accordance with agency policy, if any, as expressed in the contract. If reservations made by the Contractor are not at the lowest available rate allowed, at the time of ticketing, the Contractor shall refund the difference to the Government.

Media - A broad spectrum of methods used to provide a permanent record of communications (examples include paper, EDI, electronic, floppy disk, optically stored media, computer disks, microfiche, microfilm, computer to computer communications via mode, Networks (value added), facsimile or any other acceptable method of available communication).

OAG - Official Airline Guide. Official Airline Guide (both Flight and Travel Guides). The OAG is available on the internet at http://dos.oag.com/reg.htm Official Travel - Travel that is paid for and/or for which the traveler is reimbursed by the Government.

Personal Travel - Travel that is paid for by the employee/dependent and for which reimbursement will not be provided by the Government.

PNR - Passenger Name Records

Refund - Ticket refund consists of the value of the ticket, but does not include transaction fee or other service fee associated with issuing of the ticket. For billing purposes under this contract, a refund is not a separate transaction.

Service Fee - Pricing, if any, for a value-added service. This shall include all costs associated with providing the service including contractor profits.

Standard Carrier Alpha Code (SCAC) - Used by the Government to audit the Contractor’s billings. SCAC code may be obtained from the National Motor Traffic Association, Inc. 2200 Mill Road, Alexandria, VA 22314; telephone (703) 512-1800. The current cost is $28.00 ($24.00 to renew). The SCAC is only applicable if a GTR is used for payment.

Taxes and Fees - Charges for transportation imposed on travelers by other authority, such as U.S. Government federal taxes, airport passenger facility charges.

Transaction - Issuance of a ticket for common carrier transportation, or changes to that ticket after issuance. Other travel reservations associated with the travel under that ticket, including but not limited to, hotel reservations, car rental, and other traveler services, are not considered a transaction for purposes of charging a transaction fee.

Transaction Fee - Fee, charged by the Contractor, for issuance of a ticket for common carrier transportation or changes to that ticket, after issuance. Paragraph 17.0 addresses when a transaction fee may be charged for a transaction.

Travel Authorization - Document authorizing official Government travel.

Travel Management Center (TMC) - A commercial travel firm under contract to American Embassy, New Delhi and its consulates in Hyderabad and Kolkata, India that provides reservations, ticketing and related travel management services for Federal travelers.

Travel Services - Transportation reservations, issuance and delivery of tickets for all modes of transportation; reservations for lodging and vehicle rental services; and ancillary support related to travel.

Traveler’s Checks - GSA Government travel charge card program Contractor-issued traveler’s checks.

User Friendly - Ease of use geared towards those with a rudimentary or limited knowledge of computer systems and operations. The knowledge base includes how to log on and off the system, simple menu-based functions in a typical graphical user interface Windows-like environment, (for example, as point and click functions such as file, open, close), simple one-step commands, such as search, print and save.

3.0

CONTRACTOR REQUIREMENTS FOR PROVIDING OFFICIAL TRAVEL SERVICES

3.1.

Taxes - When reservations are made for official business, the Contractor shall ensure that rate does not include taxes for which diplomatic personnel are exempt.

3.2 Transportation

3.2.1 The Contractor shall comply with mandatory Government programs for air travel. Except for the constraints of the “City Pairs” contract program noted below, and the Fly America Act, the Contractor shall book the lowest available fare that satisfies the agency’s mission requirements. If reservations made by the Contractor are not at the lowest available rate allowed by policy, the Contractor shall refund the agency the difference.

3.2.2.

City Pairs Program

3.2.2.1.

GSA has awarded contracts to certain airlines for reduced air fares between numerous city/airport pairs. The contract air service (e.g., 'YCA', '_CA') is mandatory for official Government travel (which includes all travel funded by the Government), unless the Government approves the use of non-contract fares under the exceptions specified in the FTR. In cases of separate contract awards between specific airports in cities, the traveler may use the airport that best meets their needs without further justification. These contract fares may be obtained only with a GTR, a Government Travel Charge Card or a CBA.

3.2.2.2

Promotional or other types of discount fares can be used on contract city/airport pair routes if they are offered by the contract carrier and are lower in cost than contract fares. Contract fares shall not be used for any personal travel, including those instances where portions of personal travel are substituted for a leg of an officially authorized trip.

3.2.2.3.

There are a limited number of non-contract fares (YDG or similar), restricted to official Government travelers, which are obtainable only with a GTR, Government Travel Charge Card, or CBA. Such fares can only be used when contract fares are not available or when offered by the contract carrier in that city/airport pair route at a lower cost than the contract fare.

3.2.2.4.

When non-contract carriers offer restricted or unrestricted coach fares to the general public which are lower than the Government contract fares, the Contractor may only use such lower fares on the application of exceptions contained in the current GSA Airline City-Pair Program. GSA contracts annually for air passenger transportation services between designated city/airport pairs. Since the contract is awarded annually the contractor must check the most current contract found on the Internet at http://www.gsa.gov, then click on “Travel on Government Business”.

3.2.2.5.

It should be noted, however, that any restricted fare which provides for a monetary penalty for itinerary changes or flight cancellations shall not be used without the written consent of the using agency.

3.2.2.6. Full coach fares may be used if no reduced fares are available.

3.2.3 The Fly America Act generally precludes use of non-US flag carriers, except as provided in the FTR and the Foreign Affairs Manual, Volume 6.

3.2.4.

The Contractor shall provide the Government with the reservation and ticketing services which industry practice normally accords corporate or private travelers, to include new and improved reservation and ticketing technologies. These shall include a 24-hour, toll-free number available to travelers to perform emergency itinerary changes and emergency services outside regular business hours. The Contractor shall be responsible for ensuring that any subcontractor providing such emergency service complies with all conditions of the contract.

3.2.5.

The FTR prohibits payment for premium-class travel except for a few specific instances. The Contractor may only issue premium class tickets for which the Government will have to pay an additional amount when the accompanying travel orders provide authority for that travel. This does not apply to situations in which frequent flyer benefits will be used to obtain the premium class tickets.

3.2.6.

Back-to-back faring, or hidden city ticketing are prohibited under this contract.

3.2.7.

The Contractor shall provide the traveler with last seat availability, advance seat assignment, and advance boarding passes on all airlines for which the Contractor can offer these services.

3.2.8.

The Contractor shall make adjustments for any change(s) in flight, train, bus or steamship schedules. Tickets and billings shall be modified or reissued to reflect these changes.

3.2.9.

The Contractor shall make a timely effort to notify travelers of airport closings, canceled or delayed flights, trains, buses or voyages.

3.3.

Lodging

3.3.1.

The Contractor shall provide lodging reservation services. These services shall include initiating and confirming reservations and confirming the rate at which the reservation is made.

3.3.2.

Where the Government has agreements with hotels/motels for discount Government rates, the Contractor shall endeavor to obtain such rates for Government travelers. (Frequently these rates are capacity-controlled.) If necessary to obtain Government rates, the Contractor shall call such hotels directly, rather than by toll-free numbers. The Contractor shall also make available to the Government any lower-priced, guaranteed corporate or other discount rates it has negotiated at these or other hotels.

3.3.3.

Final selection of accommodations rests with the traveler. If reservations made by the Contractor are not made at the lowest available Government rate, the Contractor shall refund the Government the difference. Since final selection of accommodations rests with the traveler, the reservations made by the Contractor shall be made at the lowest available rate that complies with the traveler’s request, or the Contractor shall refund the Government the difference. Lodging reservations for Federal Government employees on official business shall comply with the Hotel and Motel Fire Safety Act of 1990 (see Definitions). Selected lodging shall comply with the Hotel and Motel Fire Safety Act of 1990, if available, unless an exception is granted by the COR. As stated in the definition in paragraph 2.0, the Hotel and Motel Fire Safety Act of 1990 only applies to the United States and its territories.

3.4.

Airport/Railway Station/Bus Station Transfers and Meet and Assist Services at airports

3.4.1 The Contractor shall provide transportation services for airport/railway station/bus station transfers at New Delhi as and when requested by the COR, or the traveler. The contractor must provide a vehicle large enough to hold the traveler and luggage. During departures, the vehicle shall pick up travelers along with their luggage from their residence or hotel and drop them off at the departure gate at the airport/railway station/bus station. During arrivals, the rental vehicle shall be parked in the designated parking area while the driver shall wait for the travelers in the arrival hall/area holding up a name signage. Upon pick-up, the travelers along with their luggage shall be dropped off at their residence/hotel/office. The Contractor shall make the vehicle arrangements at the time of initiating the travel booking and shall provide to the traveler, vehicle confirmation, vehicle registration number at least 24 hours before pick-up, telephone/contact number of the driver, pickup date and time (departure and/or arrival), location of pick-up, and, where applicable, special pick-up instructions.

Upon arrival and departure, the contractor shall provide meet and assist services at the airport to those USG employees, who are not entitled to expeditor services provided by the Embassy’s hired staff. These services shall be provided on “as required” basis, only if requested by the Government.

3.5.

Related Services

3.5.1.

Health Requirements. The Contractor shall provide travelers with advice on necessary health requirements, including types of inoculations and vaccinations whether required or suggested for foreign travel.

3.5.2.

Local Conditions. The Contractor shall provide information and advice on conditions at the various foreign destinations, including climatic conditions, type of clothing which are appropriate or essential, national and religious holidays, location of American embassies and consulates, etc.

3.5.3.

Foreign Currency Information. The Contractor shall provide technical advice on such matters as foreign currency exchange rate and transactions, securing auto insurance in conjunction with foreign automobile rentals, excess baggage requirements and fees.

3.5.4.

Visas. The Contractor shall assist travelers in obtaining visas for foreign travel. The Contractor is required to provide at no cost to the Government, daily visa deliveries/pickups not to exceed five separate delivery/pick-up points per day. This includes pickup and delivery of passports and visas between the Embassy and other foreign embassies or processing points located within the servicing city or area, on a daily or as needed basis.

3.5.5.

Seminars and Meetings

The Contractor shall make all arrangements necessary for the presentation of conferences, seminars and meetings for official Government requirements. The Contractor shall not charge the Government a transaction fee or any other fee for this service, as further outlined in paragraph 17.0. Arrangements shall include:

· the reservation of meeting or classroom space;

· audio-visual equipment;

· attendee lodging;

· meals;

· breakout rooms; and

· transportation to seminar meeting site.

The Contractor shall make the reservations requested by the U.S. Government employee for this official function regardless of whether or not travel is involved. The Contractor shall document that such services are competitively obtained from the lowest-cost vendor that complies with requesting agency's quality standards. The agency retains ultimate responsibility for contracting with the facility, auditing final bills, and issuing deposits and/or payment to the facility.

3.5.6.

Information Pamphlets

3.5.6.1. The Contractor shall develop, print and deliver to the Government, pamphlets listing procedures for traveler use of the services under this contract. These should be approximately pocket or letter size, about two pages long, and should provide Contractor phone numbers and other relevant information. The Contractor shall prepare as many pamphlets as required by the Government, subject to approval by the COR, who shall review the pamphlet before it is printed and delivered in quantity to the Government. The Contractor shall maintain at its expense a sufficient supply of these pamphlets throughout the duration of the contract and furnish additional quantities after the initial quantity, when requested by the COR.

3.5.6.2. Additionally, the Contractor shall include one pamphlet with each ticket and itinerary package ordered during the first quarter of the contract period (first three months), and the first quarter of any option years extended under the term of any resulting contract(s).

3.5.7.

Special Fares/Packages - The Contractor shall advertise special fares/packages and tours in the Embassy weekly newsletter. The Contractor shall make arrangements for this advertisement with the COR.

3.6.

Traveler's Itineraries - The Contractor shall provide to each traveler a complete, printed itinerary document including, but not limited to the following:

· carrier(s);

· flight, train, bus and voyage number(s);

· if applicable, annotate that the traveler refused the contract or lowest fare offered;

· departure and arrival time(s) for each segment of the trip;

· name, phone number, location, room rate(s), confirmation number of hotels/motels booked by the contractor at each destination and guaranteed arrival check-in time, cancellation requirements; and where applicable, tax exempt information. If requested by the Government, the Contractor shall include a clear statement regarding compliance with the Hotel and Motel Fire Safety Act of 1990. If requested, the statement shall read as follows: "The lodging selected satisfies (or does not satisfy) the requirements of the Hotel and Motel Fire Safety Act of 1990." The Government would only make this request if travel will be within an area covered by this Act.

· vehicle rental company, to include name and toll free telephone number of supplier, pickup and return dates, location of pickup, confirmed rate and confirmation number and, where applicable, special pickup instructions and hours of operation, notably for off-airport suppliers.

· local and toll-free 800 numbers, (the latter only if available in the country in which these services are provided) for both the servicing office and the after-hours emergency services location. If toll-free 800 numbers are not available, then the collect calls shall be accepted and this notification shall be included on the itinerary.

· a statement and a copy of the passenger receipt coupon of all charges associated with the transportation ticket, including the ticket number, price, fees charged and a description of those fees.

· Indicate type of ticket, electronic or paper.

· if use of a non-contract carrier is authorized, the Contractor shall annotate one or more of the following reasons to show contract city-pair coverage and agency justification for non-use. The Contractor may use alpha or numeric codes for representation;

· Space or scheduled flights are not available in time to accomplish the purpose of travel, or use of contract service would require the traveler to incur unnecessary overnight lodging costs which would increase the total cost of the trip; or

· The Contractor's flight schedule is inconsistent with explicit policies of individual Federal departments and agencies, where applicable, to schedule travel during normal working hours; or

· A non-contract carrier offers a lower fare available to the general public, the use of which will result in a lower total trip cost to the Government, to include the combined costs of transportation, lodging, meals, and related expenses. Note: This exception does not apply if the contract carrier(s) offers a comparable fare and has seats available at that fare, or if the lower fare offered by a non-contract carrier is restricted to Government and Military travelers on official business and may only be purchased with a GTR or Government contractor issued general charge card, such as, YDG, MDG, ODG, VDG and similar fares.

3.7. Ticket Delivery –

3.7.1. The Contractor shall provide delivery to all local delivery points (up to twice a day) of tickets, itineraries, and boarding passes (if applicable), and other travel documents, as determined necessary by the Embassy. The Contractor shall also provide emergency delivery to those local delivery points or the local airport within two hours notice. Tickets shall routinely be provided no earlier than two days in advance of travel unless the Government requests otherwise. The Contractor shall deliver tickets only to employees designated by the Government. When agreeable to the traveler and Government, the Contractor may generate electronic tickets.

3.7.2. Travelers shall be provided an itinerary and confirmation number in advance of travel. Prepaid tickets shall not be used as a routine method of providing tickets.

3.8.

RESERVED

3.9.

Management Reports and Deliverables - The Contractor shall provide the Government with management information reports. As a minimum, the Contractor shall develop the following reports which shall be delivered within the time frames set forth in Section 1, continuation of block 20, paragraph 10.0:

3.9.1.

Quarterly problems and solutions report - A concise quarterly narrative (no more than one page) of the Contractor's activities. This report shall identify problems and recommend solutions. The report shall include suggestions to enhance service, where appropriate. The Government encourages interim reports, as deemed necessary by the Contractor;

3.9.2.

Quarterly sales activity report - A quarterly summary of sales activity data. The Contractor shall prepare the report in accordance with the sample in Section 1, Attachment 2. This summary shall reflect all official sales activity for each agency using the contract, whether the travel was purchased using a GTR, Government Travel Charge Card or CBA.

3.9.3.

Reconciliation report of transportation billings

3.9.3.1.

The Contractor shall provide automated reconciliation of transportation billings charged through user agencies' CBA accounts. The Contractor shall use an automated accounting system with direct interface among the reservation, ticketing and accounting elements so that all passenger reports and summary data are automatically generated from point-of-sale information.

3.9.3.2.

Agencies participating in the Government's charge card program have agency CBA accounts established with the charge card company. The charge card company will provide the Contractor with magnetic tapes or floppy disks of a month's CBA billings for each participating agency, at the agency’s request. In order to perform automated reconciliation of accounts, the Contractor must have a tape drive and sufficient computer capacity. The Contractor shall run these tapes/disks against its own tape of transactions to provide each agency with reconciled charges, no later than five (5) working days from receipt of the charge card vendor’s billing tapes.

3.9.4 monthly transaction fee report

3.9.4.1 A monthly report based on the transaction fee schedule of the contract. This report shall list all transaction fees to be paid by user agency. The fees shall be broken down, not only by agency, but also by type of transaction, following the line items in the pricing portion of this contract. For example, if a courier is used, the transaction fee associated with courier delivery shall be listed separately from the standard transaction fee.

3.10.

Communications System and Emergency Services

3.10.1.

The Contractor shall provide service, Monday through Friday, compatible with the Embassy’s standard workday. Section 1, continuation of block 20, paragraph 13.0, below sets forth the normal working hours for Contractor personnel providing services under this contract. The Contractor shall provide dedicated telephone service for the account(s) at no cost to the Government, to include:

· toll-free service for Government use, to the servicing location, during regular working hours;

· a 24-hour toll-free number available to travelers which will allow immediate access to a reservation agent to perform emergency itinerary changes outside regular business hours;

· and the acceptance of collect calls when toll-free access is unavailable.

3.10.2.

The Contractor shall be responsible for ensuring that any subcontractor providing 24-hour emergency service complies with all conditions of the contract.

3.10.3.

In the event of emergencies (e.g., Presidential-declared disasters, forest fires, evacuations, floods, hurricanes, etc.), the Contractor shall maintain operations necessary to support the Government under this contract. This includes manning the office 24 hours a day as required by the Government responding to the emergency/evacuation and providing necessary delivery of tickets.

3.10.4.

The Contractor shall answer at least 80 percent of calls within 20 seconds and provide a recorded message for those calls not answered in 20 seconds. The recorded message shall give the traveler at least two options:

· to hold or

· to leave a message for a call back.

Return calls shall be made within one (1) hour. The Contractor shall respond to facsimile or e-mail requests by close of business on the following business day, unless travel is scheduled on a weekend, holiday, or business day subsequent to the day of the request.

3.10.5.

Many times services required outside normal working hours are as a result of visits by U.S. Government officials to the Embassy. In providing this service, the Contractor may be required to provide Travel Counselors/Reservationists on weekends, holidays and/or weekdays before or after normal office hours. In adhering to this requirement, the Contractor shall comply with all local labor laws including the payment of staff overtime when applicable. Additionally, the Contractor shall provide travelers' assistance services to official visitors. The average annual number of visitors requiring traveler’s assistance services is 1000 travelers. Services would be of a "Visitors Bureau" type that, as a minimum, could include the following:

· Lodging Reservations

· Travel Changes and Confirmations

· Entertainment Reservations, including short excursions

· Travel Document Preparation for Military Travel

· Documentation for Travel Required by Foreign Governments

· VIP Services

3.10.6.

The Contractor shall be capable of accepting most major credit cards for payment of travel services.

3.10.7.

If the Contractor's reservation center is remote from the Embassy, the Contractor shall provide toll-free numbers for use by agencies’ employees to make reservations during the Embassy’s regular hours of operations. Remote is defined as areas where agencies would have to make long-distance calls to reach the Contractor.

3.10.8.

Emergencies - The Contractor shall continue to provide services during emergencies or contingencies. In connection with evacuations or large scale air movements of noncombatants, refugees or troops, the Contractor shall establish temporary office or expand existing services, as appropriate, to expedite travel (such as, Noncombatant Evacuation Operation missions). The Government will provide its own facilities during emergencies, as required.

3.11.

Media - In addition to the required reports, the Contractor shall produce, within reasonable parameters, other management reports in formats and media requested from time to time by the Contracting Officer. To compile such reports, Contractor's back-office computer shall be capable of collecting all data from reservation and ticketing records in the format requested. The Contractor shall also have the capability to capture data for reports when the CRS is not operating and for airlines that do not subscribe to a CRS.

3.12.

Telefax Capability - The Contractor is required to have international FAX capability at each site from which services are provided under this contract.

3.13.

Project Management - The Contractor shall provide reservation agents, personnel and equipment necessary to assure that the highest quality of service is provided. The Contractor shall have the capability to make reservations and provide tickets at its servicing office(s) when its Centralized Reservation System (CRS) is not operating and when reservations cannot be made on an airline through a CRS.

3.14 eTravel Service (eTS) - The electronic travel (eTravel) project is grounded in the President’s E-Government initiative and the Administration’s commitment to employ the latest technology to create a more efficient, citizen-centered Federal Government. The eTravel project was launched in response to The President’s Management Agenda. eTravel is a change management initiative that is supported and enabled by technology. Its mission is to improve the internal efficiency and effectiveness of the Federal Government by simplifying applicable policies and regulations and by implementing common administrative processes for Government travel services that eliminate duplicative and redundant processes and systems. eTravel is a collaborative, inter-agency initiative whose purpose is to realize operational efficiencies, cost-savings, and increased service to the Federal traveler through a common, automated, and integrated approach to managing Federal Government travel functions.

The eTravel initiative provides a web-based, end-to-end travel management service for use by all civilian Executive Branch departments and agencies of the Federal Government. There are currently three vendors awarded contracts to support the eTravel: Northrop Grumman Mission Systems; CW Government Travel; and EDS. Use of the eTravel Service (eTS) by Executive Branch agencies is established by policy and regulation. The eTravel Program Management Office ensure compliance with the policies, regulations, and use of the common Government-wide eTS and eTS will be required and mandatory once available.

Information on the eTS can be found by clicking the eTS web page.

3.15 eTS REQUIREMENTS - In support of eTS as specified in agency task orders, the Contractor shall:

· Ensure that products/services provided to participating agencies complement and support the eTravel Service (eTS) and its objectives in an efficient and cost-effective manner. The objective of the eTS is to:

· Consolidate travel processes at the Government-wide level;

· Consolidate travel processes through the common Government-wide eTravel Service

· Consolidate data to enable leveraging the Government’s travel buying power;

· Provide an integrated, web-based travel management environment that is customer-centric, self-service, and offers end-to-end travel services from travel planning, reservation and ticketing services through voucher approval and common data output for agency financial systems;

· Facilitate and simplify the travel process for the Federal traveler, and improve customer service to the Federal traveler; and foster superior customer satisfaction;

· Accelerate reimbursement of travel expenses to the Federal traveler and to travel charge card vendors;

· Enable central travel management and make travel procedures configurable at the department, agency, and subordinate organization levels;

· Minimize or eliminate the Government’s capital investment as well as Government-wide operational and maintenance costs;

· Significantly reduce the cost of Federal travel management to achieve dramatic savings by avoiding unnecessary duplication of automation efforts by the various federal agencies;

· Provide Government-wide consolidated and aggregated data to support world class travel management and afford greater visibility into Federal travel processes for continued management improvement and cost savings;

· Leverage commercial and Government travel management best practices and adopt commercial standards and practices wherever possible;

· Maximize the use of open architecture standards, as well as leverage industry standards and commercially available services and support items.

· Work and exchange data with the eTS contractor under contract with the Government as specified in the task order. This may include interfacing/integrating with the eTS provider by providing contact information, telephone numbers, file formats/sample PNRs, open branch access/pseudo city codes; participating in subcontractor/teaming agreements; participating in training and/or meetings; non-disclosure agreements; synchronization and security requirements; etc. Unless otherwise mutually agreed to between the eTS and TSS contractors, ownership of the PNR shall reside with the ticketing entity. Each eTS contractor’s standards for accommodating non-eTS travel agent service providers is provided at Attachment 1.

· The Contractor must state its understanding that its services, products and processes offered must complement the eTravel Service (eTS) for all civilian agencies using the eTS. If the Contractor is offering a booking engine in conjunction with its offered services, it must state its understanding that such a booking engine may only be offered to those agencies not participating in the eTS (in full or in part) and/or to those agencies not subject to the Federal Travel Regulation.

3.16 ETS Definitions

Transaction A - Air and/or Rail Ticket with or without Lodging and/or Car Rental Reservations: Transaction A fee applies for all arrangements and reservations related to one itinerary for which an air or rail ticket is issued. The fee includes making and changing arrangements (air/rail, lodging, and/or car rental) for one or multiple locations. The fee may only be charged at time of ticket issuance and is not refundable if the travel is subsequently cancelled. The transaction fee covers the processing of refunds or credits for unused tickets. An additional transaction fee may be incurred if changes in the itinerary require the issuance of a new ticket. The contractor shall not charge a fee for cancellations made prior to issuance of tickets. Research of travel arrangements, changes to existing arrangements, and air/rail reservations for which tickets are not generated shall not be considered Type A transactions.

Transaction B - Lodging and/or Car Rental Reservations: Transaction B fee applies for all arrangements and reservations related to one itinerary for which an air or rail ticket is not issued. The fee includes making and changing lodging and/or car rental arrangements for one or multiple locations when air or rail transportation is not included in the itinerary. Research of travel arrangements, changes to existing arrangements, and reservations that are cancelled prior to the check-in date shall not be considered Type B transactions

3.17 ETS Delays. In the event there are delays with the implementation of ETS, the contractor shall only be required to provide the agent assisted or on-site travel management services as set forth in this contract until ETS is implemented, and the OBE is configured to support the Post population 4.0.

CONTRACTOR PRIORITY - The Government's travel requirements shall be accorded the highest priority. The Contractor must ensure that non-Governmental travel considerations do not delay, impede, or frustrate the Contractor's timely effective processing of official Government travel.

5.0

FURNISHING OF EQUIPMENT/PROPERTY

5.1.

The Contractor shall provide all necessary office equipment, furnishings, supplies, tariffs, major automated reservation and ticketing equipment, accounting software, computer systems, communication services, including facsimile capability, and related items necessary to conduct its operation to fulfill the contract requirements unless otherwise specified in Section 1, Attachment 3 as being furnished by the Government. The Contractor shall use automated reservation equipment, with the capacity to display all available fares, generate automated travel itineraries, issue advance boarding passes, and print tickets automatically.

5.2 The Embassy shall only provide telephone outlets with extension numbers to the Contractor for internal use (within Embassy premises without outside dialing facility) at no charge to the Contractor. The contractor shall provide their own telephone instruments for this purpose.

6.0

SPACE FOR PERFORMANCE OF REQUIRED SERVICES

6.1.

On-site Services -For the provision of On-site Travel Management Center (TMC) Services, the Contractor shall operate out of the Government’s facility, on Government property, located at the address set forth below in the paragraph, “Place of Performance”. Any renovation to the space, such as erection or removal of walls and partitions, electrical or plumbing connection, painting, carpeting, and any other related work, shall be at the Contractor's expense. All plans for space renovation must be approved by the COR and all arrangements for renovation work must be made by or through the COR. Until such time as office space and telecommunications arrangements are completed within the Government location, the Contractor shall arrange for delivery of travel documents to the Government location. If working in Government-provided space, the Contractor's employees shall abide by the Government's smoking policies.

6.2.

The Contractor shall be responsible for paying for all utilities used, except telephone charges since the contractor shall install their own telephones. The cost of utilities shall be determined on a pro-rata basis based upon amount of floor area. The contractor shall be billed separately by the concerned Section for utilities against which, they will issue a check in favor of “American Embassy, New Delhi” within two working days from the receipt of the bill. The contractor shall not deduct these costs from their invoices.

6.3.

The Contractor shall ensure that its employees and agents working on the U.S. Government premises shall observe all health and safety codes including participation in safety drills when directed either orally or by established signals, fire alarms, bomb threat alarms, etc. The Contractor’s employees shall know the Embassy’s fire regulations and shall report fires immediately upon detection by using the nearest fire alarm or by telephoning the Marine guard. The Contractor’s employees shall participate in a security briefing about security measures required at the Embassy and the safe guarding of private information about any Embassy travelers.

6.4. Off-site Services – At the American Consulate Hyderabad, where the contractor cannot operate out of the Government’s facility, on Government property, the contractor shall operate out of their own office in Hyderabad. They shall have a dedicated staff to address the travel requirements. Reservation requests shall be forwarded thru e-mail or via telephone to the contractor. The contractor shall provide all the travel options to the traveler and shall issue the tickets based on the option selected by the traveler. Tickets shall be issued only upon issuance of a proper travel authorization, under E2.

Tickets shall be forwarded via e-mail in case of e-tickets, or shall be delivered to the Hyderabad Consulate by the contractor in the case of paper tickets.

The services to be provided shall remain within the scope of this contract. For other than travel services not covered under a travel authorization, the Government shall obtain the other services via written Task Orders issued in accordance with Paragraph 26.0 of the Continuation to SF-1449, Block 20 of the contract.

7.0

MINIMUM PERSONNEL REQUIREMENTS

All Contractor personnel providing services under this contract shall be fluent in English as well as the local language and meet the following requirements. See also paragraph 20.0 below, “Key Personnel”, for requirements regarding Key Personnel.

7.1.

Contractor's Project Manager – The Contractor shall provide a Project Manager who shall be responsible for the administration, supervision, and coordination of its Government operations. The Project Manager shall have experience in the management of travel services and shall have adequate authority to make decisions for the timely resolution of problems. The Project Manager shall coordinate closely with the COR.

7.2.

Site Manager(s) - At each…