Section C_Conformed_AM_0003.docx

SECTION C – STATEMENT OF WORK

Table of Contents

GSA SOLICITATION- QMAD-JM-10001-N

August 20, 2010

RFP QMAD-JM-100001-N, Amendment 0003 Section C – Conformed Revised October 8, 2010

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SECTION – STATEMENT OF WORK

BACKGROUND AND PURPOSE

The E-Gov Travel Program is sponsored by the General Services Administration (GSA), which serves as the E-Gov Managing Partner for this E-Gov service. The E-Gov Travel Service (ETS) model was chartered through a cross-agency collaborative task force that included GSA, 70+ Federal agencies, and the Office of Management and Budget (OMB). Since its inception in 2003, the E-Gov Travel Program has consolidated and automated back-office travel management by leveraging the bulk-buying capabilities of the Federal civilian sector to compete and acquire a Web-based, self-service solution offering End-to-End commercial travel management services. Currently, 23 of 24 Business Reference Model (BRM) agencies and an additional 53 Federal Government entities under separate task orders are either fully or partially deployed under ETS today, producing travel vouchers in excess of 2.1 million annually in 2010.

E-Gov Travel Service 2.0 (ETS2) is an End-to-End travel management service that automates and consolidates the Federal travel process in a secure Web-centric environment. ETS2 includes all aspects of official Federal business travel, including travel planning, authorization, reservations, ticketing, fulfillment, expense reimbursement, and travel management reporting.

Use of ETS2 is required by the Federal Travel Regulation (FTR) for civilian Federal Government travel and serves as the foundation for achieving Federal goals for government-wide travel management. Any ETS2 provider will foster an environment of government-wide collaboration among all parties to include all Federal agencies, all service provider contractors, subcontractors and supporting partners, and the Federal government Managing Partner, GSA.

The overriding objectives for ETS2 are consolidation, improved usability, data driven transparency, and total cost savings for travel spending for the Federal Government. ETS2 will ensure the delivery of User- Friendly, customer-centric, configurable, policy-compliant, reliable, and secure Federal travel services using a contractor-owned, hosted, and operated model, e.g., an Application Service Provider (ASP) or Software as a Service (SaaS). In addition, ETS2 supports the Federal Enterprise Architecture, National Information Exchange Model, and the concept of secure software service solutioning. ETS2 is positioned to incorporate and leverage, for the benefit of the Federal Government, emerging offerings of future cloud computing that include on-demand self service, ubiquitous network access, location-independent resource pooling, rapid elasticity, and measured-service performance.

Further discrete goals of ETS2 include:

consolidate and standardize travel processes at the Government-wide level to include secure data and data transfer to GSA or to one or more third-party vendor(s) at the direction of the Government (GSA or Agency as applicable);

1) enhance Government-wide security compliance, as further defined herein;

2) deliver enterprise travel management services to Federal agencies;

3) enhance compliance with common Government-wide architecture and standards described herein;

4) consolidate data and reporting to enable the Federal Government to strategically source and manage travel (e.g., MIS or other);

5) deploy an integrated, customer-centric, Web-based travel management environment that is highly user friendly, and maximizes Web-based application usability through customer-centric, self-service, End-to-End travel services;

6) facilitate and simplify Federal travel process;

7) optimize online travel reservation services (OTRS);

8) excellent customer service for the User resulting in superior customer satisfaction;

9) accelerate reimbursement of travel expenses to the Federal traveler and payments to travel charge card vendors;

10) centralize and distribute travel management through configurable end-to-end ETS2 Services at the department, agency, and subordinate organization levels;

11) minimize Government capital investment;

12) minimize Government operational and maintenance costs;

13) consolidate and aggregate Government-wide data to support World Class Travel Management (WCTM), which ensures the Federal Government pays the lowest prices and obtains superior customer service;

14) comprehensive travel service capabilities and expert customer assistance;

15) increase transparency into Federal travel processes for continuing process improvement and cost savings;

16) leverage commercial and Federal Government travel management best practices in travel planning, authorizing, booking, fulfillment, vouchering, and reporting wherever possible to ensure the User experience and ETS2 capabilities are comparable with commercial best practices;

17) increase accessibility for government employees through full compliance with Section 508 technical standards;

18) maximize application of open architecture and Web standards, as well as leveraged industry standards and commercially available services and support items;

19) integrate and secure mobile device capabilities for online booking, authorization and voucher creation and approvals; itinerary management and destination-based navigational support; and

20) advance the goals of the government’s sustainability initiatives by enabling “green” travel through user awareness and data collection throughout the travel process:

Establishing a disciplined process to evaluate and implement into ETS2 commercial capabilities that enable alternatives to government travel and increase traveler awareness of the environmental impact of travel in the planning, reservation and post-travel reporting processes;

a. Partnering with the Federal government in their role as supply chain aggregator to integrate environmental sustainability into the ETS2 wherever possible;

b. Providing information (e.g. carbon footprint & alternative options) to the user when making travel selections in the OTRS or with travel agency representatives; and

c. Supporting the collection and reporting of emissions data on travel selections made and reported in the voucher.

Any contract resulting from this Statement of Work (SOW) builds upon the foundation created by the existing ETS by improving usability, reliable functionality, accessibility, performance, account management, managerial reporting, and security. The Federal travel process is governed by the Federal Travel Regulation (FTR), other applicable travel regulations, and related customer agency policies. See Appendix A, Applicable Documents and Information, for a listing of pertinent publications applicable to performance under any resulting contract.

Vision The vision for ETS2 is a streamlined, adaptable world-class travel management service that continually applies commercial best practices to realize travel efficiencies and deliver a transparent, accountable, and sustainable service that yields exceptional customer satisfaction.

ETS has significantly reduced the cost of Federal travel management and has achieved savings by deploying an End-to-End online travel solution that avoids unnecessary duplication of automation efforts by the customer agencies. With ETS2, the Federal Government’s travel service solution advances the existing service’s capability by improving usability, functionality, accessibility, reliability, and security. These improvements result in increased customer satisfaction and productivity, utilization of online reservations and fulfillment, and reasonable cost. Federal travel management must reach its next level of service through secure transmission of significant amounts of travel data to enhance the effective management of Federal Government travel spending and to improve travel programs.

The Federal Government looks to industry for innovative approaches and capabilities to enhance usability and service delivery. The Government requires the latest Web technologies coupled with a high level of service consistency, accuracy and speed to deliver a high level of customer satisfaction and travel support for the customer agency mission.

Governance and INTEROPERABILITY OMB and GSA have long championed centralized management of travel and the ETS2 initiative, including Government determination and propagation of associated best practices for Federal travel. The ETS Program Management Office (PMO) facilitates knowledge sharing and exchange of best practices among Federal agencies in support of their individual efforts. ETS2 will support the implementation of new Federal E-Gov Travel standards and practices under World Class Travel Management (WCTM). The ETS home page may be found on the Web at http://www.gsa.gov/portal/content/105399. .

The ETS2 common travel process is managed under a Federal Government-wide governance structure that enables consistent management, cohesive policies and processes, and decision-rights for the contracted travel service (see Attachment 2, ETS2 Authorization, Booking and Expense Flow Diagram). Implementation is a collaborative endeavor with Federal agencies that includes the integration of agency desires, contractor expectations, and government-wide objectives into optimized outcomes. This outcome-driven process functions within the integrated governance structure to facilitate formal and official communication, coordination, issue resolution, and prioritization of ETS2 capabilities.

The integrated governance structure is multi-tiered, incorporating a combination of user groups, travel management excellence teams, executive councils, and configuration control boards under mutually supportive charters that establish clear roles, responsibilities, and processes to drive desired governance outcomes. These charters are reviewed annually and revised as necessary to ensure parity with the evolution of the travel service to ensure continued alignment with the overarching objectives of ETS2.

ETS2 also includes the capability to securely transmit travel data on a periodic basis to one or more third-party vendor(s), or to GSA, as determined by the Government. Data includes, at a minimum, all information associated with the Standard Data Elements (SDE), Passenger Name Record (PNR), and other data elements and formats as further defined herein.

A common data model and ETS2 SDEs shall be used to streamline processes associated with information exchange within the Federal Government as well as between the Government and industry. Standardization of travel data elements and definitions will improve interoperability within agencies, between agencies, and with the travel industry. In addition, standardization is utilized under ETS2 to facilitate the establishment of interfaces to agency business systems, e.g., financial, and human capital.

Other integral parties of the Federal travel electronic marketplace include GSA SmartPaySmartPay travel charge card vendors and successors, the City Pair Program, FedRooms®, Travel Management Centers (both embedded and accommodated), and interfaces to Federal agency business systems and the travel Management Information System (MIS). ETS2 data standardization will position the Federal Government to move forward with industry as changes are motivated by emerging Government initiatives and commercial best practices.

Scope The Contractor, under this firm, fixed-price, Indefinite Delivery Indefinite Quantity (IDIQ) contract, shall provide a highly usable, secure End-to-End travel management service that is hosted and operated by a commercial vendor and provided to the Federal Government via a secure Web portal environment. These services shall be available in a highly reliable, secure, usable, and intuitive travel service, with entry from a Web-based portal. The Contractor shall provide online and agent assisted support for all aspects of official travel and travel management with processes and procedures consistent with applicable travel regulations and policies, as well as transitional implementation and ongoing account management services and training. The Contractor will provide knowledgeable, responsive, timely, and available help desk support including 508 compliant support for people with disabilities; ensure accurate reservation and fulfillment services that are consistent and timely; manage ongoing changes to workflow; and support data exchange with customer agency management systems and GSA. ETS2 shall support and facilitate all aspects of WCTM, including assistance as necessary to achieve enhanced usage of Federal travel programs, such as:

1. providing utilization patterns supported by reasons for nonuse;

SmartPaySmartPay and successors;

City Pair Program (CPP) airfares;

Lodging as required by FTR §301-50.8;

Government rental car program(s) as required by FTR §301-50.8;

Modernized Enterprise Resource Planning systems, and other COTS/GOTS (e.g. Financial management systems; Management Information Systems; HR systems (for taxable travel reimbursements)); and Sustainability programs (e.g. carbon footprint).

The Contractor shall provide account management services, personnel, and equipment necessary to ensure the highest quality of service is provided. Customer agencies shall be able to perform all aspects of official travel and travel management online with processes and procedures consistent with applicable travel regulations and policies. A full range of ETS2 official Federal travel-related functionality and service, as further described via the mandatory requirements herein, include the following:

1) deployment and implementation services, including training;

2) customer support services;

3) travel planning and cost estimating;

4) creation, routing, and approval of travel authorizations;

5) domestic and international online and agent-assisted official travel reservations;

6) provision for Embedded Travel Management Center (ETMC) fulfillment services;

7) provision for Accommodated Travel Management Center (ATMC) fulfillment services;

8) creation, routing, and approval of official travel claims for timely and consistently accurate reimbursement;

9) standard and custom reports and queries as described herein;

10) data exchange, including secure data transmission and delivery to GSA (upon approval by the agency) or, as directed by GSA, to designated third-party vendors for the purpose of data aggregation;

11) VIP travel;

12) support of mobile devices;

13) transition assistance from ETS to ETS2; and

14) transition to a future successor federal government-wide travel management service.

ETS2 shall use Policy Reinforcement Features (PRF), including but not limited to configurable context sensitive advice and displays, reason codes, and filtering. The Contractor shall assist customer agencies with setup and ongoing adjustments in ETS2 policy settings to ensure both the FTR and specific agency policies are optimally enforced at the point of sale. As with other major commercial technology and software services offered to the Federal government (e.g., Federal financial management system service providers and other software as a service capabilities), the Contractor shall refresh and maintain their ETS2 service following commercial best practice service release management processes to address commercial travel service and technology architecture advancements as they become commercially available, as well as government policy updates over the life of the contract. The Contractor shall support GSA and customer agency testing and regression testing related to future releases.

terminology/DEFINITIONS Unless otherwise specified herein, mandatory requirements and objectives proposed are provided as part of the ETS2 service and included in the CLIN pricing.

Mandatory Requirements Defined Mandatory Requirements are those essential functionalities, capabilities, and characteristics that must be provided to ensure regulatory and contract compliance and meet minimum master contract performance delivery. Failure to meet or exceed all Mandatory Requirements described herein may result in an offer being excluded from further evaluation.

Terms used throughout this solicitation are defined in Appendix B, Definitions, to this section.

objectives defined Objectives are functionalities, capabilities, and characteristics that:

1) Contribute significantly to the overall quality of ETS2;

2) May address travel business rules/policies and/or deliverables specific to one or more customer agencies; and/or

3) Contribute to the eventual achievement of all Federal Government ETS2 goals.

Objectives may include enhanced technology features, preferred or best business practices, or special management needs of customer agencies. Objectives offered by the Contractor and accepted by the Government become mandatory requirements under any resulting contract.

Types of Travel The scope of ETS2 includes a unified, simplified, common Federal travel management service for travel authorized by FTR 301 and 304, and other applicable travel regulations cited herein.

Mandatory Requirements ETS2 shall support the following types of Federal official travel.

1) Temporary duty (TDY) travel, including foreign and domestic;

2) Local travel;

3) Long-term TDY, including foreign and domestic;

4) Blanket/Open Travel;

5) Group Travel;

6) Invitational travel;

7) Non-Federally Sponsored travel;

8) Joint Federal Travel Regulation (JFTR) authorization and voucher entitlements for the U.S. Coast Guard (see Attachment 12, Joint Federal Travel Regulation (Separately Priced Mandatory Requirement);

9) Federal Emergency Management Administration (FEMA) Surge Blanket Travel (SBT), which requires an extremely large number of employees to be granted authority to travel under one travel authorization. See Attachment 13, FEMA Surge Blanket Travel Requirements (Mandatory, Separately Priced), for more detail;

10) U.S. Department of State (DoS) authorization and voucher requirements for dependents. (See Attachment 19, Department of State Travel for additional guidance and 14 FAM 500 and 4 FAM 460 for specific requirements (Mandatory, Separately Priced)). Entitlement computations including family members but excluding relocation are separately priced;

11) Other special types of travel that are included in the as-determined-by-customer agency task order requirements. These may include, but are not limited to the following;

1) Patient travel (Mandatory, Separately Priced); and

2) Entitlement travel for overseas Government employees including:

a. Educational travel for dependents overseas with employees, including JFTR; DoS, and U.S. Agency for International Development (USAID);

b. Medical evacuation, including JFTR, DoS, USAID;

c. Dependent patient travel, including JFTR, DoS, USAID;

d. Escort travel, including JFTR, DoS, USAID;

e. Attendant travel, including JFTR, DoS, USAID;

f. Ship-overhaul travel for JFTR;

g. Home leave, including JFTR, DoS, USAID;

h. Rest and Recuperation (R&R) travel, including JFTR, DoS, USAID; and

12) Visitation travel for children of separated parents, including JFTR, DoS, USAID.

objectives ETS2 should support long-term taxable travel defined as Internal Revenue Service’s (IRS) reporting for long-term taxable TDY that will extend beyond 365 days but does not constitute temporary change of station (see IRS Publication 463 at http://www.irs.gov/pub/irs-pdf/p463.pdf). Please see Attachment 16, Long Term Taxable Travel, for more detail on the objective.

usability ETS2 shall manifest a high level of usability for all features and functionalities supported, including without limitation, the ETS2 Services. This contract emphasizes usability as a key qualifying ETS2 attribute.

ETS2 services shall incorporate commercial software capabilities, standards, and best practices for planning, booking, authorization, fulfillment, and vouchering (expense) travel and travel-related functions. This includes the use of emerging mobile platforms such smartphones, tablets and other new devices. Furthermore, the Contractor shall monitor changes in COTS software that deliver functionally similar to those included in ETS2, with particular consideration given to enhancements in usability identified in the marketplace. To the extent that market comparables present opportunities for improvements over similar ETS2 functionality, such improvement opportunities will be objectively evaluated for incorporation by the Contractor as part of the Technology Refreshment outlined in Section C.5.1.1, Technology Capabilities and Characteristics.

ETS2 shall be designed to enhance, at a minimum, the following quality goals for usability:

1) Ability for users to complete ETS2 tasks effectively, efficiently, and in a satisfying manner;

2) Ability for users to discern the most policy-compliant booking options;

3) Interaction design to promote ease of use for first time users and infrequent users;

4) Interaction design to promote productivity for frequent users;

5) Use with minimal user errors, ability to quickly recover from errors; and

6) Implementation of Section 508 accessibility compliance (outlined in Section C.7, Electronic and Information Technology Accessibility) for ease of use with assistive devices ETS2 shall follow the guidelines for usability described at http://usability.gov/ and conform to the most recent[footnoteRef:1] usability standards established by industry, such as the International Standards for (Human Computer Interaction (HCI) published by the International Standards Organization (ISO) located at http://nigelbevan.com/papers/International_standards_HCI.pdf. [1: The current standard was updated May 2006.]

Mandatory Requirements The Contractor shall meet or exceed the following mandatory requirements for usability.

1) The Contractor shall provide, support and maintain a Web-based, online, commercially-based travel service that is characterized by user interfaces that are shown to be effective, efficient, and highly rated in customer satisfaction. The Contractor shall indicate in their User-Centered Design/Usability Assurance plan (section D.40) how they will measure each of these three dimensions of usability and on what schedule. The PMO may also periodically measure ETS2 usability with customer surveys or other means as part of an ongoing continuous improvement program;

2) The Contractor shall apply best practices to improve the usability of the ETS2 service on an ongoing basis. The Contractor shall indicate in their User-Centered Design/Usability Assurance Plan how they will accomplish this. These best practices shall include but are not limited to the following:

a. Periodically conducting usability tests involving representative users. Such testing should occur in conjunction with the Contractor’s software development life cycle, prior to any release that involves changes to the ETS2 user interface;

b. Periodically conducting usability audits of the ETS2 user interface based on inspection by qualified usability professionals. Such audits should likewise occur in conjunction with the Contractor’s software development life cycle, prior to any release that involves changes to the ETS2 user interface;

c. Periodically conducting user customer satisfaction surveys ;

d. Examining web analytic data for the purpose of identifying possible usability problems;

e. Categorizing inquiries to the help desk for the purpose of identifying possible usability problems;

f. Classifying the severity of usability problems in a systematic way that identifies problems that are preventing successful ETS2 task performance;

g. Addressing corrective actions for usability problems in a manner that addresses the most severe or most frequently occurring problems in a timely fashion; and

h. The best practices applied shall be reported on via the Semi-Annual Usability Action Report (see Section D.40).

3) ETS2 shall follow and remain current with the Research-based Web Design and Usability guidelines described at http://usability.gov;

4) ETS2 shall take account of user needs and preferences in customizing the services for particular government agencies. The Contractor shall indicate in their User-Centered Design/Usability Assurance plan (section D.40) how they will accomplish this, and this will include but is not limited to an intuitive and consistent graphical user interface, consistent automated process points of entry, understandable system prompts and dialog boxes, data entry error checking, keyboard access for all functions, and configurable administrative capabilities;

5) ETS2 usability features shall take account of the entire end-to-end travel process, not only the needs of government travelers, but also travel arrangers and travel approvers. The ETS2 Contractor shall monitor system usage by the individual users, as well as the workflow among multiple users and roles;

6) ETS2 shall minimize impediments and otherwise encourage the use of policy-compliant booking options, by electronic means to the maximum extent possible. The performance target for online booking for ETS2 is 75% or greater of all domestic tickets fulfilled (see Section D.28 SLA #2);

7) ETS2 training processes and materials shall likewise reflect best practices for meeting user needs and accommodating the full range of user characteristics. Through effective usability techniques, the Contractor shall minimize the time required to participate in formal training courses;

8) ETS2 shall take account of user needs and preferences in it product maintenance and Technology Refreshment efforts. The Contractor should indicate in their Technology Refreshment approach how they will do this;

9) If the Contractor’s technology solution involves multiple applications that require log-ins or otherwise providing credentials, the user shall be able to log-in to all applications at once (i.e., single sign-on);

10) ETS2 shall provide clear indications of status and user progress through multi-step transactional processes for all linear and non-linear tasks (e.g., planning, reservations, fulfillment, authorization, vouchering), what steps have been satisfactorily accomplished, and what steps remain;

11) ETS2 shall provide online help and system notifications that use plain English, and is informative, contextual (specific to the error condition), diagnostic, and when appropriate, actionable;

12) ETS2 customer support processes and materials shall reflect best practices for meeting user needs and accommodating the full range of user characteristics (e.g., usage statistics, etc.);

13) As the Contractor considers ETS2 technology refreshment and periodic upgrades (see Section C.5.1.1, Technology Capabilities and Characteristics), they should avail themselves of such opportunities to enhance usability or otherwise improve the user experience;

14) In monitoring ETS2 usage, and in reporting usage periodically to the PMO, the Contractor shall systematically attempt to identify and correct usability shortfalls and strive for continuous improvement. The contractor shall supply online and agent-assisted travel and end-user support capabilities required to deliver, support, and maintain a secure ETS2 to customer agencies for the expected life of the contract, including optional periods of performance;

15) The Contractor shall provide plain English configurable administrative settings to allow customer agencies to tailor and review periodically their agency-specific configurations;

16) ETS2 shall include a user welcome page displaying the logged in user's access, pending documents (where applicable) and status needed by users to perform all travel functions; and

17) The Contractor shall assign a qualified Usability Assurance Manager among its key personnel. This person shall be responsible for developing; maintaining and executing the disciplined and iterative User-Centered Design and Usability Engineering methodology as documented in the Contractor’s User-Centered Design/Usability Assurance Plan (see D-40). The Usability Assurance Manager will be the primary point-of-contact with the PMO for all aspects of the ETS2 user experience. This will include periodic reporting of ETS2 usability performance as well as the Semi Annual Usability Action Report (see D-40). The Usability Assurance Manager’s role shall include but not be limited to oversight of:

a. User Interface Design processes and methodology, including User Centered Design, Iterative Design, and Interaction Design;

b. Usability Evaluation and Testing;

c. User surveys or other means of user feedback; and

d. Accessibility Evaluation and Compliance.

objectives ETS2 should, to the maximum extent possible, meet or exceed the following Objective Requirement for ETS2 Usability.

1) ETS2 should allow for the capability for users to open multiple documents and windows simultaneously without having to log in more than once on the same computer; and

2) The Contractor should provide, support and maintain a version of the ETS2 application that is available on various mobile platforms that include government approved smartphones, tablets and other emerging platforms. The ETS2 functionality will be formatted to be useable on mobile browser devices.

changes in commercial Travel services Given the rapid pace of Web and technology advancement, new services and capabilities are expected to emerge during the course of the ETS2 contract. As the commercial capability evolves and new services become commercially available, the Government requires that ETS2 take advantage of these developments to maintain ETS2 service technical adequacy. The Contractor will be expected to incorporate the new or enhanced commercially available functionality into ETS2.

The following are selected examples of emerging services/enhancements for which commercial availability is currently limited. Should the market adapt and Federal agencies require these additional services, the E-Gov Travel Program may elect to use this contract for fulfillment of these requirements under an existing CLIN or to create a new CLIN. Any such change may result in GSA modifying the contract to incorporate the change within the scope of the contract and in accordance with the applicable Changes clause.

1) Temporary Change of Station (TCS) and Permanent Change of Station (PCS) functionality;

2) Relocation services;

3) Online reservations for ship and bus travel;

4) Conference/meeting planning and group travel management;

5) Protection of classified travel information;

6) Offline voucher creation capability;

7) Consolidated MIS Services; and

8) Department of Defense (DoD) requirements.

ETS2 capabilities and characteristics Federal Travel Policy compliance

MANDATORY REQUIREMENTS

The ETS2 shall meet or exceed the following mandatory requirements for existing and future Federal travel policy compliance.

1) The Contractor shall deliver and ETS2 shall include within the Online Travel Reservation Service (OTRS) and Agent-assisted Travel Reservation Service (ATRS), Policy Reinforcement Features (PRF) that are sufficient to:

a. ensure FTR and other Federal travel policies, business rules, contract parameters, permissions, and profiles can be updated, with the effective dates, by the Government and/or the Contractor without the need for programming;

b. enable the administration of travel policy via configurable business rules sufficient to define applicable parties to which specific policies shall apply, including application by traveler type, organizational group, and so forth for all ETS2 services; functionality shall be configurable to maximum extent possible allowing the approved agency personnel to implement changes when they occur;

c. clearly and unambiguously display and present all Government-preferred travel suppliers and negotiated rates;

d. facilitate the global and local implementation and administration of all explanatory codes referenced in Attachment 10, Explanatory Codes, applicable to and associated with the PNR and each itinerary component. These codes shall be configurable and easily updated and

e. provide the necessary data and information to ensure FTR compliance with reporting and analysis requirements (e.g. Premium Travel Reporting).

2) Comply with FTR 301 and 304 and other applicable Federal travel regulations and any subsequent amendments at no additional cost on their effective date unless otherwise specified by the Government;

3) Comply with DoS Foreign Affairs Manual (FAM), 14 FAM 500, Employee Logistics-Travel, for TDY travel of Foreign Service and other applicable classes of Federal travelers; 4 FAM 460, Travel and Travel Advance Management; and comply with any subsequent amendments at no additional cost on their effective date unless otherwise specified by the Government. This includes, separately priced, calculations of entitlements or provision of travel for family members, as described in 14 FAM 500 and 4 FAM 460, but excludes any calculations of relocation entitlements; and

4) ETS2 shall comply with the JFTR for Uniformed Service Members as defined in Attachment 12, Joint Federal Travel Regulation (Separately Priced Mandatory Requirement). Amendments applicable to functionality provided in Attachment 12 are included shall be provided at no additional cost to the Government.

OBJECTIVES

There are no Objectives for Federal Travel Policy Compliance.

Functional capabilities and charactEristics The goal of the ETS2 environment is to reduce the cost of Federal travel by automating the full End-to-End planning, booking, authorization, fulfillment, and voucher process. ETS2 shall consist of fully integrated travel booking and travel management functions, including profile management, fulfillment, ticketing, ticket tracking, quality control, expense filing, and data consolidation and reporting, with interfaces to enterprise resource providers and financial management systems.

While a goal of ETS2 shall be to increasingly drive usage through a highly automated, integrated End-to-End service, ETS2 services include both traditionally agent delivered travel-related services as well as software-enabled online services. Wherever possible, the Contractor shall promote a seamless online process that reduces the need for traditionally agent delivered services.

User Roles, Use Cases, and Account Access

MANDATORY REQUIREMENTS

ETS2 shall meet or exceed the following mandatory requirements for user roles, test scenarios, and account access.

1) The Contractor shall use Attachment 7, Notional ETS2 Use Cases and User Roles, as the foundation from which contractor use cases are developed. User roles include:

a. Federal Traveler (FT);

b. Federal Travel Arranger (FTA);

c. Federal Supervisory Travel Approver (FSTA);

d. Federal Financial Travel Approver (FFTA);

e. Federal Agency Travel Administrator (FATA);

f. Federal Auditor (FA); and

g. Federal Voucher Examiner (FVE).

2) ETS2 shall provide the ability for customer agencies to easily add (e.g. minimal clicks, plain English text, and consistent use of terminology as referenced in Section C.3.1 for usability) user accounts and traveler profiles via an automated mass-loading process and manually by administrative users in the Web application;

3) The Contractor shall ensure that ETS2 supports establishment of user accounts with specific permissions and access rights to include but not limited to:

a. the ability for travel arrangers to edit travel preferences and profiles for travelers whose travel they arrange, as well as access to their travel documents;

b. the ability for the customer agency to create multiple tiers of system administrative access as defined in Section C.4.2.25, ETS2 Customer Configuration and Administration, located herein; and

c. administrative user access to the OTRS configuration (see Section C.4.2.25, ETS2 Customer Configuration and Administration) settings by authorized representative(s) of the customer agencies.

4) ETS2 shall prevent intentional or inadvertent access to data and functionality not specifically associated with particular user roles, accounts, and related permissions;

5) The Contractor shall define profile data element access for all user roles to meet role-specific functionality, Privacy Act, and other security capabilities and characteristics defined herein;

6) ETS2 shall address the business travel and travel management user roles, as defined in Attachment 7, Notional ETS2 Use Cases and User Roles;

7) ETS2 shall provide functionality enabling authorized Users to transfer profiles to and from organizational units (bureau, organization, etc.) within the same agency without loss or interruption to ETS2 message and document routing and approval history with regard to all pending travel documents existing at the time of transfer, and without the loss of any then-existing reservations; and

8) ETS2 shall provide the ability for non-Government travelers who are authorized by a Government sponsor to register on the system and route their registration to the appropriate Government representative for account approval to support invitational travel.

OBJECTIVES

ETS2 should, to the maximum extent possible, meet or exceed the following Objective Requirement for the user roles, use cases, and account access.

1) The Contractor may propose and justify additional user roles (see Attachment 7, Notional ETS2 Use Cases and User Roles) and Use Cases that provide the most effective standardized ETS2 model and functionality across customer agencies. The Government reserves the right to limit the number of distinct Federal user roles; and

2) ETS2 should provide a filter for travel arrangers to view documents they have arranged.

Travel process workflow ETS2 shall provide the Users with the capability to plan, authorize, approve, and voucher official travel, and the features that seamlessly link all phases of the process together. The process, from planning to voucher, shall consist of the activities and capabilities described in this section. A notional order of precedence for these process steps is described herein and in Attachment 2, ETS2 Authorization, Booking and Expense Flow Diagram. In addition, ETS2 shall provide the capability to allow changes to the order of precedence for these process steps to handle unusual travel demands or customer agency specific requirements.

The phases of the Travel Process Workflow, for purposes of this section, include online and agent-assisted Travel Planning and Reservations, Authorization, and Voucher.

Mandatory Requirements ETS2 shall meet or exceed the following mandatory requirements for travel process workflow.

1) The travel planning and authorization function of ETS2 shall provide the capability to create bookings, reservations, and authorizations including detailed itineraries and related cost estimates that may be retained separately or included in the travel authorization;

2) ETS2 shall address all business travel phases outlined in Attachment 2, ETS2 Authorization, Booking and Expense Flow Diagram;

3) ETS2 shall provide coding and processing features that link all phases of travel together, including, for example, travel authorization and travel approval;

4) ETS2 shall provide the capability to maintain the order of precedence for executing each travel step, for example, an authorization must precede a voucher;

5) ETS2 shall enable the user to, as circumstances warrant, override and change the order of precedence prescribed by the FTR to handle unusual travel demands such as last minute or emergency travel initiated before an ETS2-generated authorization can be processed; and

6) Traveler Profiles, Reservation Data, and Authorization Content within the ETS2 shall be used to pre-populate required data to the maximum extent possible within travel actions of all types, such as travel authorizations and reservation records.

Objectives There are no objectives identified for travel process workflow.

ETS2 TRAVEL Portal The ETS2 travel portal shall be a single Web-based point of entry for all users that delivers sufficient functionality as to enable users to obtain all authorized ETS2 services, subject to the requirements specified for each such service functionality and access rights. The ETS2 travel portal shall be sufficiently configurable to address and support the distinctive requirements and character of the individual customer agencies.

MANDATORY REQUIREMENTS

ETS2 shall meet or exceed the following Mandatory Requirements for the ETS2 travel portal:

1) Contractor shall establish an ETS2 travel web portal that serves as the gateway to the ETS2;

2) ETS2 travel portal shall verify the identity of the user and the integrity of electronic content in order to be compliant with the Government Paperwork Elimination Act (GPEA);

3) ETS2 travel portal shall provide a single sign-on to access all ETS2 functionality;

4) ETS2 travel portal shall support two-factor authentication (through a SAML assertion via the PIV card for logical access), and PIN and strong password access to all ETS2 functionality as described in Section C.6, Security Capabilities and Characteristics;

5) ETS2 travel portal shall display the Rules of Behavior (ROB) after a User’s initial login, and shall require signed acknowledgment and User assent indicating that they read, understood and agrees to abide by the ROB before being authorized to access ETS2. An electronic signature is acceptable for use in acknowledging ROB, and the signed acceptance, either electronic or paper, shall be available to the Government on request as part of the post Certification and Accreditation (C&A) monitoring requirement. The specific ROB required for ETS2 shall be provided by the Government after award;

6) The ETS2 travel portal shall display terms of use and Privacy Act notifications before login and require user assent to the terms of use and data protection responsibilities at time of login in accordance with Section C.6, Security Capabilities and Characteristics;

7) ETS2 travel portal shall provide the capability to establish and display links (customer agency configurable) to Government-wide, GSA, and customer agency-specific travel-related Web sites, documents, and resources. ETS2 travel portal shall provide links from the ETS2 travel portal to pertinent Federal travel policy and information resources, such as FTR, per-diem information and CPP-awarded markets and fares;

8) ETS2 travel portal shall provide links to the published information and/or regulations, such as weather, destination information, and DoS travel advisories;

9) ETS2 shall provide links to the FTR or other policy requirements that are applicable to the step in the process being executed by the user. The system shall provide for the ability to have links and message center options to post urgent travel updates and information to the users; and

10) ETS2 shall not apply links to advertisements (e.g., air, hotel, car, airport shuttles, cabs, limousines, etc.