Section C Final - Attachment 17.docx

GSA SOLICITATION QMAD-JM-100001-N

August 23, 2010

GSA SOLICITATION QMAD-JM-100001-N

Attachment 17 – Notional Account Travel Management Plan August 23, 2010

Attachment 17 Notional Account Travel Management Plan Purpose The vision and desired performance outcome for ETS2 includes the propagation of best practices for federal travel management that improves the efficiency and effective use of government travel spend. A best practice is defined as a tactic implemented in more than one organization that yields operational effectiveness and superior performance. To support the agency in their journey to take control and manage travel expenses and achieve their desired threshold of performance the Offeror shall provide expertise, consultation and advisory assistance to customer agencies on how to optimize performance, deliver high levels of customer service and effectively use the governments travel programs (i.e. ETS2, CPP, FedRooms®) and services.

This document does not provide a comprehensive list of notional requirements. It is considered supplementary guidance in support of above stated outcome and looks to the Offerer’s proposal on how it will achieve the stated performance outcome.

Requirements The contractor, as a minimum, shall:

Develop a written account travel management plan with clearly defined roles and responsibilities including minimum experience levels Establish overall travel program performance goals in collaboration with customer Agency Establish mutually agreed upon intervals to meet and review plans Measure performance to established goals Assist in establishing key metrics, benchmarking information and analysis; and providing travel industry forecasting

Provide consultation on utilization and optimization of federal negotiated travel programs Identify and evaluate savings opportunities Track and report on relevant metrics to include but not limited to:

The extent of online travel adoption, Implementation and use of configurable equivalent airports to develop Travel Options offered, The incidence of complaints lodged, specifically including cases of reported inaccuracies in tickets and/or travel documents, as well as cases of inaccurate or untimely ticket and document issuance or delivery, The extent to which unused non-refundable tickets have been recovered through re-use, Timeliness of refund processing as measured by the number of days between the receipt of a request for refund and the processing of such by Contractor or TMC, Telephone response time as required in Section C.11, ETS2 Customer Support, and Help desk usage statistics by issue types and status.

Ensure Timely communication Summary The government looks to Offerer’s optimal plan for ongoing account management to meet the government’s desired outcome.