AMENDMENT_0002.docx

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E-Gov Travel Services 2. 0 (ETS2) Federal contract opportunity
Solicitation number
SOL__QMAD-JM-100001-N
Issued by
GSA Federal Acquisition Service

About this file

Amendment 0002 amends Sections A CPSS3 D.6 D.18 D.28 E.6 and Attachment E-1.

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RFP QMAD-JM-100001-N

Amendment 0002

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT
1. CONTRACT ID CODE

PAGE OF PAGES

1 | 9

MARSHALLING SERVICE REQUIREMENTS UNDER THE AUCTION SERVICE CONTRACT

The following items are required when providing marshalling services. Marshalling services are defined as the receipt, inspection and assignment of either new or used vehicles. The marshalling service requirements will vary depending on whether the vehicles are new or used.

New vehicles will either be shipped directly from the manufacturer or from the dealership that initially receives them. Used vehicles will either be picked up by the auction, or dropped off at the auction by the drivers, to exchange for new vehicles.

Services for those vehicles are covered in the auction provisions of the base contract, as well as the new AutoIMS contract provisions.

NEW VEHICLE MARSHALLING

Vehicle Acceptance A visual inspection of the vehicle’s interior and exterior shall be performed when the vehicle arrives at the auction to verify that the vehicle has no physical defects. Any discrepancy discovered during Vehicle Acceptance must be annotated on both the Receiving Inspection Form and the carrier’s shipment document, and signed by BOTH the contractor and the carrier. If damage is evident, the auction representative must contact the FMC immediately. If the vehicle is delivered during non-business hours, the contractor should note the damage, have the carrier acknowledge the damage and sign BOTH the receiving inspection form and the carrier’s shipping document, and then contact the FMC immediately on the next business day.

Inspection The contractor is responsible for inspecting all new GSA Fleet vehicles delivered to the auction facility. GSA Fleet will provide the contractor with identification lists of the vehicles to be drop shipped prior to the expected delivery of new vehicles. Prior to accepting a vehicle, the contractor shall perform a Receiving Inspection on each vehicle, using a standard auction condition report form. The Receiving Inspection requirements consist of the following:

· Checking each vehicle to ascertain that the vehicle meets the order specification. Each vehicle shall be compared to the documentation provided by GSA. Further identifying information, such as VIN and special features (especially for large vehicles), if known, should also be provided.

· Checking each vehicle to be sure it has auxiliary equipment such as vehicle jack, spare tire, antenna, two sets of keys and, if applicable, two remote/keyless access devices.

· Verify that the vehicle has sufficient fuel to be driven off the premises and get to a reasonably close gas station. This should be a minimum of 3 gallons of fuel in the tank at the time it is driven off the premises by the Government or sufficient Natural Gas for a dedicated CNG vehicle to get to a CNG filling station. Contract your servicing FMC for instructions when no CNG is available within a reasonable distance.

The GSA Fleet Management Center (FMC) must be notified immediately of any discrepancies involving vehicle specifications, options, or equipment.

The contractor is responsible for arranging the repair or replacement, at the manufacturer’s cost, of any noted damage or missing equipment. The contractor will be held responsible for the cost of any undocumented damages or missing equipment. Repairs/replacement must be made prior to assignment of vehicle to the Customer Agency.

Pre-assignment Preparation Once a vehicle has been inspected and received, the contractor shall install the appropriate Government license plates (tags). GSA will provide the auction a set of 2 license plates, 2 key tags, and a Government credit card for each new vehicle delivered. The contractor should contact the FMC to obtain the Government License Plates and Government Credit Card for the applicable vehicle if GSA has not provided them before the vehicle arrives. The contractor will verify that the Government Credit Card provided matches the license plates on the vehicle. The FMC will also provide the contractor with copies of the GSA Form 1152 (assignment document), Vehicle Driver’s Packet, and Accident Reporting Kit, and any other form as necessary to include with the vehicle, as well as the receiving Customer Agency information.

Once the Government License Plates and Government Credit Cards are received by the contractor, the contractor is responsible for any loss, theft, or misuse of said items and the vehicle until the Customer Agency signs for and receives the vehicle and Government Credit Card. Should loss of Government License Plates, or loss of the Government Credit Card occur the contractor shall contact the FMC immediately.

The contractor shall perform a Pre Delivery Inspection (PDI) and maintenance as defined by the manufacturer of the vehicle. This PDI may differ by brand name and model of vehicle. The PDI and maintenance shall be performed prior to contacting the Customer Agency for vehicle delivery.

The vehicle inspection and pre-assignment preparation must be completed within 3 business days of vehicle delivery to the auction house.

Assignment After the PDI and maintenance have been completed and the license plates have been installed, the contractor shall contact the Customer Agency within 24 hours to arrange delivery of the vehicle if so requested by the FMC. The contractor is responsible for arranging delivery to the Customer Agency within normal business hours. The vehicle shall be washed within 24 hours of the scheduled delivery to the customer agency.

When issuing a new vehicle to a GSA Customer Agency, the contractor shall ensure the following is accomplished/provided:

· The representatives of both the contractor and the GSA Customer Agency will inspect the vehicle prior to transfer for any damage. Both Representatives shall sign an Inspection Report at the time of transfer that specifies what damage, if any, there is to the vehicle. One copy will be given to the GSA Customer Agency’s Representative, one copy retained by the contractor and one copy of this form will be forwarded to the FMC.

· Prepare the GSA Form 1152 - “FMS Vehicle Assignment/Termination Transaction,” complete with the signature of the Customer Agency’s Representative and the representative accomplishing the vehicle assignment. The original of this form will be forwarded to the FMC and a copy given to the Customer Agency Representative.

· Two complete sets of keys for the vehicle (ignition and doors/trunk if different) and two remote/keyless access devices, if provided with the vehicle by the vehicle manufacturer. The contractor shall attach a tag (furnished by the FMC) to each of the two sets of keys identifying the US Government License Plate number.

· Vehicle Driver’s Packet, and Accident Reporting Kit, and the Vehicle Owner’s Manual.

· Tire-changing equipment, including spare tire and wheel, jack and lug wrench (unless the FMC has advised the auction that such equipment will not be provided for a specific vehicle.

· The Government credit card that matches the license plate number for the vehicle will be provided to the GSA Customer Agency’s Representative.

USED VEHICLE MARSHALLING

GSA WILL ADVISE THE CONTRACTOR WHAT USED VEHICLE(S) ARE TO BE TURNED IN, THE LICENSE PLATE NUMBER OF THE VEHICLE, AND WHETHER THE TURN-IN IS FOR AUCTION SERVICE OR REASSIGNMENT. THE VEHICLE(S) MAY HAVE TO BE PICKED UP FROM THE FMC, THE CUSTOMER AGENCY, AND/OR A THIRD PARTY. IN EACH CASE, DELIVERY IS DEFINED AS OCCURRING WHEN THE VEHICLE IS IN POSSESSION OF THE CONTRACTOR EITHER AT THE CONTRACTOR SITE OR IN THE POSSESSION OF THE CONTRACTOR’S EMPLOYEES OR SUBCONTRACTOR IF THE VEHICLE IS PICKED UP OFF-SITE.

VEHICLE ACCEPTANCE

A VISUAL INSPECTION OF THE VEHICLE’S INTERIOR AND EXTERIOR SHALL BE PERFORMED WHEN THE VEHICLE IS DELIVERED INTO THE AUCTION’S CUSTODY TO VERIFY THAT THE VEHICLE HAS NO PHYSICAL DEFECTS. ANY DISCREPANCY DISCOVERED DURING VEHICLE ACCEPTANCE MUST BE ANNOTATED ON BOTH THE RECEIVING INSPECTION FORM AND THE CARRIER’S SHIPMENT DOCUMENT, AND SIGNED BY BOTH THE CONTRACTOR AND THE INDIVIDUAL PROVIDING THE VEHICLE TO THE CONTRACTOR. IF DAMAGE IS FOUND, THE AUCTION REPRESENTATIVE MUST CONTACT THE FMC IMMEDIATELY. IF THE VEHICLE IS DELIVERED DURING NON-BUSINESS HOURS, ANY DAMAGE MUST BE NOTED ON THE RECEIVING INSPECTION FORM AND THE CARRIER’S SHIPMENT DOCUMENT, AND SIGNED BY BOTH THE CONTRACTOR THE INDIVIDUAL DELIVERING THE VEHICLE. THE FMC MUST BE NOTIFIED ON THE NEXT BUSINESS DAY.

Should any damage not noted be subsequently, the contractor will be held responsible for the repair of such damages.

Inspection The following marshalling provisions apply only to vehicles that will be prepared for reassignment to another customer agency. Prior to accepting a vehicle, the contractor shall perform a Receiving Inspection on each vehicle, using a standard auction condition report form. The receiving inspection requirements consist of the following:

· Checking each vehicle to ascertain that the vehicle has all components, equipment, and accessories. This includes such auxiliary equipment as vehicle jack, spare tire, antenna, a minimum of one set of keys and, if applicable, a minimum of one remote/keyless access device(s). Should any items be missing, they must be documented on the inspection form and the FMC must be notified.

· Verification that there are two license plates on the vehicle and that the license plates on the vehicle are the correct ones. The contractor shall also verify that the Government Credit Card with the vehicle matches the license plates on the vehicle. Should there only be one license plate or should the Government Credit Card not match the license plates or be missing, the contractor shall document that fact on the inspection form and immediately notify the FMC.

· A visual inspection of the vehicles interior and exterior shall be performed to verify that the vehicle has no physical defects. If any damage is noted on the vehicle, it must be documented and the FMC contacted.

· If requested by the FMC, the contractor will prepare an assignment termination document (GSA Form 1152). If prepared, the original will be provided to the FMC and a copy to the Customer Agency.

Pre-assignment Preparation Once a used vehicle has been inspected and received, the contractor shall contact the FMC regarding any potential repairs required and coordinate with the FMC on how to arrange for any approved repairs. After the vehicle is repaired (if required), and cleaned or detailed, as specified by the FMC, the contractor shall contact the FMC. If the contractor is to assign the vehicle, the FMC will provide information regarding the Customer Agency and the correct point of contact at the new Customer Agency. The contractor shall also then receive copies of the GSA Form 1152, Vehicles Driver’s Packet and Accident Reporting Kit from the FMC. The vehicle shall be washed within 24 hours of the scheduled delivery to the customer agency.

The contractor is responsible for any loss, theft, or misuse of the Government License Plates and Government Credit Cards and the vehicle until the new Customer Agency signs for and receives the vehicle and Government Credit Card. Should loss of Government License Plates, or loss of the Government Credit Card occur the contractor shall contact the FMC immediately.

The vehicle inspection and pre-assignment preparation must be completed within 3 business days of vehicle delivery to the auction house.

Reassignment When issuing a used vehicle to a GSA Customer Agency, the same procedure outlined for assigning new vehicles (above) must be followed. After the PDI and maintenance have been completed and the license plates have been installed, the contractor shall contact the Customer Agency within 24 hours to arrange delivery of the vehicle if so requested by the FMC. The contractor is responsible for arranging delivery to the Customer Agency within normal business hours.

The auction should provide all sets of keys for the vehicle (ignition and doors/trunk if different) and all remote/keyless access devices with the vehicle at the time of turn-in. The auction shall verify that the key tag(s) match the vehicle’s US Government License Plate number. The contractor will verify that the Government Credit Card provided matches the license plates on the vehicle.

ELECTRONIC REPORTING REQUIREMENTS

All vehicle data must be provided to GSA electronically as instructed by the FMC. This may require loading information via FMS2GO (proprietary software) or other electronic means.

Price of Marshalling Service per vehicle for New Vehicles: __________________

Price of Marshalling Service per vehicle for Used Vehicles: __________________

2. AMENDMENT/MODIFICATION NO.

Amendment 0002

3. EFFECTIVE DATE

09/30/2010

4. REQUISITION/PURCHASE REQ. NO.

5. PROJECT NO. (If applicable)

6. ISSUED BY CODE

7. ADMINISTERED BY (If other than Item 6) CODE

GSA, FAS, QMAD

Crystal Plaza 4, Suite 300 2200 Crystal Drive Arlington, VA 22202

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and Zip Code)

X

9A. AMENDMENT OF SOLICITATION NO.

QMAD-JM-100001-N

9. DATED (SEE ITEM 11)

August 23, 2010

10A. MODIFICATION OF CONTRACT/ORDER

NO.

10B. DATED (SEE ITEM 13)

CODE
FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended, is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging the receipt of the amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

()
A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority).

E. IMPORTANT: Contractor is , is not , required to sign this document and return copies to this issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

Sections A CPSS3, D.6, D.18, D.28, E.6 and Attachment E-1 are changed in accordance with the following pages 2 – 9.

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect

15A. NAME AND TITLE OF SIGNER (Type or print)
16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

15C. DATE SIGNED
16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

16C. DATE SIGNED

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

30-105
STANDARD FORM 30 (REV. 10-83)

PRESCRIBED BY GSA

FAR (48 CFR) 53.243

1. Solicitation No. QMAD-JM-100001-N is hereby revised to change the Contracting Officer, and make revisions to Sections D and E.

2. Section A CPFSS3 is hereby revised from:

CPFSS3 NOTICE: REQUESTS FOR EXPLANATION OR INFORMATION (MAR 1996)

Oral or written requests for explanation or information regarding this solicitation should be directed to:

Jeffrey M. Meyers Email: ETS2@gsa.gov or Phone: 703-605-2951 IMPORTANT: DO NOT ADDRESS OFFERS, MODIFICATIONS OR WITHDRAWALS TO THE ABOVE ADDRESS. THE ADDRESS DESIGNATED FOR RECEIPT OF OFFERS IS CONTAINED ELSEWHERE IN THIS SOLICITATION.

To:

CPFSS3 NOTICE: REQUESTS FOR EXPLANATION OR INFORMATION (MAR 1996)

Oral or written requests for explanation or information regarding this solicitation should be directed to:

Ernesto Martinez Email: ETS2@gsa.gov or Phone: 703-605-9223 IMPORTANT: DO NOT ADDRESS OFFERS, MODIFICATIONS OR WITHDRAWALS TO THE ABOVE ADDRESS. THE ADDRESS DESIGNATED FOR RECEIPT OF OFFERS IS CONTAINED ELSEWHERE IN THIS SOLICITATION.

3. Section D.6(c) is hereby revised from:

The Contracting Officer is the only person authorized to approve changes in any of the requirements of this contract and notwithstanding provisions contained elsewhere in this contract, the said authority remains solely the Contracting Officer's. In the event the Contractor effects any change at the direction of any person other than the Contracting Officer, the change will be considered to have been made without authority and no adjustment will be made in the Contractor price to cover any increase in charges incurred as a result thereof. The address and telephone number of the Contracting Officer is:

Name:Jeffrey M. Meyers, Contracting Officer
Address:General Services Administration

2200 Crystal Drive, Room 300

Telephone: 703-605-2951

To:

The Contracting Officer is the only person authorized to approve changes in any of the requirements of this contract and notwithstanding provisions contained elsewhere in this contract, the said authority remains solely the Contracting Officer's. In the event the Contractor effects any change at the direction of any person other than the Contracting Officer, the change will be considered to have been made without authority and no adjustment will be made in the Contractor price to cover any increase in charges incurred as a result thereof. The address and telephone number of the Contracting Officer is:

Name:Ernesto Martinez, Contracting Officer
Address:General Services Administration

2200 Crystal Drive, Room 300

Telephone: 703-605-9223

4. Section D.18(d)(6)(A)(i) is hereby revised from:

(i) the performance work statement or statement of objectives for a particular requirement or project that clearly specifies all tasks to be performed and products to be delivered under the task order, To:

(j) the performance work statement or statement of work for a particular requirement or project that clearly specifies all tasks to be performed and products to be delivered under the task order,

5. Section D.28(f)(3)(3) is hereby revised from:

The range between18% to less than or equal to 23% is considered a no impact range.

To:

The range greater than 18% to less than or equal to 23% is considered a no impact range.

6. Section E.6.3.2, Volume 2, Technical, Tab 3, Performance Work Statement, page 13 (PAGE LIMIT) is hereby revised from:

· PAGE LIMIT – 75 PAGES

To:

· PAGE LIMIT – 125 PAGES

7. Attachment E-1, PAST PERFORMANCE QUESTIONNAIRE is hereby revised from:

Attachment E-1

PAST PERFORMANCE QUESTIONNAIRE

WHEN FILLED IN THIS DOCUMENT IS SOURCE SELECTION SENSITIVE INFORMATION IAW FAR 3.104

SECTION 1:

Contract Identification A. Contractor:_______________________________________ B. Contract Number:__________________________________ C. Contract Type:____________________________________ D. Period of Performance:_____________________________ E. Initial contact cost: $_____________________________ F. Current/Final contract cost:_________________________ I. Reasons for difference between initial contract cost and final contract costs: _____________________________________________________________________________________________________________________________________________________________________________________________________________________ J. Description of services provided: _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION 2: CUSTOMER OR AGENCY IDENTIFICATION

A. Customer or Agency Name:____________________________________________ B. Geographical description of services under this contract, i.e. local, nationwide, worldwide:__________________________________________________________

SECTION 3: REFERENCE IDENTIFICATION

A. Reference’s name:_________________________________________________ B. Reference’s title:__________________________________________________ C. Reference’s phone/fax number:______________________________________ D. Reference’s e-mail address:____________________________________

SECTION 4: EVALUATION

The purpose of this evaluation is to understand your satisfaction with the Contractor in respect to the delivery of end-to-end travel management services and related programs. This includes, pre-trip authorization technology, online travel booking service, agent-assisted full service travel reservation service, ticket delivery and fulfillment, reservation quality control automation and processes, online voucher (expense report) processing, and account management services including travel management advice and recommendations.

Please indicate your satisfaction with the Contractor’s performance by placing an “X” in the appropriate block using the scale provided to the right of each question. This scale is defined as follows:

Outstanding (O)
Performance meets contractual requirements and exceeds many (requirements) to the customer’s benefit. The contractual performance of the element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.
Very Good (VG)
Performance meets contractual requirements and exceeds some (requirements) to the customer’s benefit. The contractual performance of the element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.
Acceptable (A)
Performance meets contractual requirements. The contractual performance of the element being assessed contains some minor problems for which corrective actions taken by the contractor appear, or were, satisfactory.
Marginal (M)
Performance does not meet contractual requirements. The contractual performance of the element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions or the contractors proposed actions appear only marginally effective or were not fully implemented.
Unacceptable (U)
Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element being assessed contains serious problem(s) for which the contractor’s corrective actions appear, or were, ineffective.
Not Applicable
Unable to provide a score
Performance
O
VG
A
M
U
NA

Travel-specific Program Past Performance (as applicable):

Automated pre-trip authorization

Online travel booking service and associated adoption rates

Agent-assisted full service travel reservation service

Ticket delivery and fulfillment

Reservation Quality control automation and processes

Account management services including travel management advice and recommendations

Contractor’s knowledge of best commercial travel management practices and emerging trends

Usability of services offered

Travel and/or Related Program Past Performance (as applicable):

Technical quality & repeatable operations & maintenance

Technical quality of system testing and certification efforts

Technical adequacy/effectiveness of quality control programs and adherence to contract quality assurance requirements

Technical ability to implement standard practices for computer hardware design, operation, maintenance, upgrades and configuration control

Effectiveness of overall contract management (including ability to effectively lead, manage and control the program)

Contractor was reasonable and cooperative in dealing with your staff (including the ability to successfully resolve disagreements/disputes)

Timeliness/effectiveness of contract problem resolution without extensive customer guidance

Understanding the customer objectives and technical requirements

Successfully responded to emergency and/or surge situations

Quality/effectiveness of sub-contracted efforts

Contractor proposed alternative methods/processes that reduced cost, improved maintainability or other factors that benefited the customer

Contractor implemented responsive/flexible processes to improve quality and timeliness of support

Ability to hire/apply a qualified workforce to this effort

Ability to meet or exceed small business and small disadvantaged business goals set forth in the approved subcontracting plan

Ability to meet or exceed small business and small disadvantaged business goals set forth in the approved subcontracting plan

Ability to manage transition from prior contract / service provider

Please discuss each and every response for which you indicated Outstanding, Marginal or Unacceptable below:

NARRATIVE SUMMARY:

Reference’s Signature Date THANK YOU FOR YOUR PROMPT RESPONSE AND ASSISTANCE! Please return this completed questionnaire no later than October 6, 2010, 2:00 p.m. Eastern Time date to: ets2@gsa.gov Attn: Contracting Officer.

To:

Attachment E-1

PAST PERFORMANCE QUESTIONNAIRE

WHEN FILLED IN THIS DOCUMENT IS SOURCE SELECTION SENSITIVE INFORMATION IAW FAR 3.104

SECTION 1:

Contract Identification G. Contractor:_______________________________________ H. Contract Number:__________________________________ I. Contract Type:____________________________________ J. Period of Performance:_____________________________ K. Initial contact cost: $_____________________________ L. Current/Final contract cost:_________________________ II. Reasons for difference between initial contract cost and final contract costs: _____________________________________________________________________________________________________________________________________________________________________________________________________________________ J. Description of services provided: _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION 2: CUSTOMER OR AGENCY IDENTIFICATION

C. Customer or Agency Name:____________________________________________ D. Geographical description of services under this contract, i.e. local, nationwide, worldwide:__________________________________________________________

SECTION 3: REFERENCE IDENTIFICATION

E. Reference’s name:_________________________________________________ F. Reference’s title:__________________________________________________ G. Reference’s phone/fax number:______________________________________ H. Reference’s e-mail address:____________________________________

SECTION 4: EVALUATION

The purpose of this evaluation is to understand your satisfaction with the Contractor in respect to the delivery of end-to-end travel management services and related programs. This includes, pre-trip authorization technology, online travel booking service, agent-assisted full service travel reservation service, ticket delivery and fulfillment, reservation quality control automation and processes, online voucher (expense report) processing, and account management services including travel management advice and recommendations.

Please indicate your satisfaction with the Contractor’s performance by placing an “X” in the appropriate block using the scale provided to the right of each question. This scale is defined as follows:

Outstanding (O)
Performance meets contractual requirements and exceeds many (requirements) to the customer’s benefit. The contractual performance of the element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.
Very Good (VG)
Performance meets contractual requirements and exceeds some (requirements) to the customer’s benefit. The contractual performance of the element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.
Acceptable (A)
Performance meets contractual requirements. The contractual performance of the element being assessed contains some minor problems for which corrective actions taken by the contractor appear, or were, satisfactory.
Marginal (M)
Performance does not meet contractual requirements. The contractual performance of the element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions or the contractors proposed actions appear only marginally effective or were not fully implemented.
Unacceptable (U)
Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element being assessed contains serious problem(s) for which the contractor’s corrective actions appear, or were, ineffective.
Not Applicable
Unable to provide a score
Performance
O
VG
A
M
U
NA

Travel-specific Program Past Performance (as applicable):

Automated pre-trip authorization

Online travel booking service and associated adoption rates

Agent-assisted full service travel reservation service

Ticket delivery and fulfillment

Reservation Quality control automation and processes

Account management services including travel management advice and recommendations

Contractor’s knowledge of best commercial travel management practices and emerging trends

Contractor’s knowledge of best government travel management practices and emerging trends

Usability of services offered

Travel and/or Related Program Past Performance (as applicable):

Technical quality & repeatable operations & maintenance

Technical quality of system testing and certification efforts

Technical adequacy/effectiveness of quality control programs and adherence to contract quality assurance requirements

Technical ability to implement standard practices for computer hardware design, operation, maintenance, upgrades and configuration control

Effectiveness of overall contract management (including ability to effectively lead, manage and control the program)

Contractor was reasonable and cooperative in dealing with your staff (including the ability to successfully resolve disagreements/disputes)

Timeliness/effectiveness of contract problem resolution without extensive customer guidance

Understanding the customer objectives and technical requirements

Successfully responded to emergency and/or surge situations

Quality/effectiveness of sub-contracted efforts

Contractor proposed alternative methods/processes that reduced cost, improved maintainability or other factors that benefited the customer

Contractor implemented responsive/flexible processes to improve quality and timeliness of support

Ability to hire/apply a qualified workforce to this effort

Ability to meet or exceed small business and small disadvantaged business goals set forth in the approved subcontracting plan

Ability to manage transition from prior contract / service provider

Please discuss each and every response for which you indicated Outstanding, Marginal or Unacceptable below:

NARRATIVE SUMMARY:

Reference’s Signature Date THANK YOU FOR YOUR PROMPT RESPONSE AND ASSISTANCE! Please return this completed questionnaire no later than October 27, 2010, 2:00 p.m. Eastern Time date to: ets2@gsa.gov Attn: Contracting Officer.

File details come from the government source that posted it. Updated .