Statement of Work - TMC Services 02132026.pdf

February 13, 2026

JPL/CALTECH PROPRIETARY BUSINESS DISCREET

Attachment A Travel Management Company (TMC) Services

Statement of Work

1. Introduction

The Subcontractor shall provide end-to-end travel management services, including reservation and ticketing, technology integration, traveler support, policy enforcement, data reporting, and compliance management for domestic and international travel conducted by JPL employees, contractors, and authorized travelers.

Services shall be delivered in alignment with JPL’s SAP Concur Travel and Expense Management System and comply with JPL’s Prime Contract, Federal Travel Regulations (FTR) and Federal Acquisition Regulations (FAR) pertaining to travel.

2. Requirements

2.1 Core Travel Services

• Provide reservations and ticketing for air, rail, hotel, and car rentals (domestic and international).

• Issue, reissue, and exchange tickets; process cancellations, refunds, and unused ticket applications.

• Ensure access to government hotel per diem rates, JPL, or corporate contract rates where applicable.

• Maintain compliance with JPL travel policy and negotiated vendor programs.

2.2 Technology & Systems Integration

2.2.1 Concur Online Booking Tool (OBT) Support

Support and integrate with JPL’s existing SAP Concur OBT to enforce policy, approval workflows, and preferred supplier content.

• Provide navigational support for users, troubleshooting, and escalation on an ongoing basis.

• Collaborate with JPL Travel Operations and Concur administrators on configuration updates and enhancements.

2.2.2 Systems Integration

• Ensure seamless data integration between the TMC’s GDS and SAP Concur Travel & Expense system.

• Identify supported travel and expense platforms and integration architecture.

• Enable automated booking data synchronization and expense data transfer.

• Maintain compliance with JPL cybersecurity and data privacy protocols.

2.2.3 24/7 Traveler Assistance Provide around-the-clock assistance via phone, email, and chat, including booking changes, rebooking, cancellations, and emergency support.

2.3 Policy Compliance

• Enforce compliance with JPL Travel Policy, FTR (41 CFR 300–304), and FAR 31.205-46.

• Document justifications for special situations warranting exceeding lodging per diem

Report monthly policy exceptions and associated costs, including booked hotel rates exceeding per diem.

• Issue exception memos for lowest logical airfare and Fly America Act compliance.

• Ensure lowest logical airfare and cost-effective travel options with supporting documentation and reporting.

2.4 Duty of Care & Risk Management

• Provide traveler tracking and location services to integrate with the third-party service provider, Everbridge.

• Issue travel risk alerts and proactive travel reports.

• Conduct pre-trip risk assessments for high-risk destinations.

• Provide emergency assistance 24/7.

2.5 Reporting & Data Management

• Deliver monthly and quarterly reports on travel spend, compliance, vendor utilization, and unused tickets.

• Provide vendor market share reporting as requested.

• Supply benchmarking and cost-savings analyses quarterly.

2.6 Account Management & Support

• Assign a dedicated Account Manager and support team.

• Conduct semi-annual business reviews.

• Collaborate on training for travelers and arrangers.

• Establish escalation procedures with response time targets.

2.7 Invoicing & Billing

• Provide transparent fee structures and billing options.

• Process refunds within 3 business days.

• Support multiple forms of payment.

• Ensure billing reconciliations meet audit and internal control requirements.

2.8 Compliance & Regulatory

• Maintain active ARC/IATA accreditation throughout contract duration.

• Comply with Federal Travel Regulations (FTR) and FAR 31.205-46 for cost allowability.

• Comply with applicable data privacy and cybersecurity standards, including GDPR, CCPA, and NASA/JPL internal security policies.

• Comply with California Consumer Privacy Act (CCPA) / California Privacy Rights Act

(CPRA).

• Comply with General Data Protection Regulation (GDPR) for EU / UK–EU data subjects.

• Comply with ISO 31030:2021 guidelines for travel risk management.

• Comply with Payment Card Industry Data Security Standard (PCI DSS) required for any entity processing, storing or transmitting credit card data.

• Provide annual compliance documentation and certifications.

3. Service Level Agreements (SLAs)

3.1 General Performance Expectations

Services performed professionally, efficiently, and accurately.

Continuous monitoring and reporting of service levels.

3.2 Call Center Performance

Metric Requirement Responsiveness ≥ 90% calls answered within 30 seconds Abandonment Rate ≤ 5% monthly Resolution ≥ 95% inquiries resolved on first call or escalated same day After-Hours Support Calls answered within 60 seconds; urgent requests handled immediately

3.3 Email and Online Request Response Times

Metric Requirement

Email Response 90% within 1 business hour Resolution Time Routine: 4 business hours; Complex:

acknowledged 1 hour, fulfilled 1 day Escalation Unresolved requests escalated within 2 business hours

3.4 Ticketing and Reservation Accuracy

Metric Requirement Accuracy Rate ≥ 99% accurate tickets Reissues / Refunds Processed within 3 business days Unused Ticket Tracking Maintain system to track/apply unused tickets

3.5 Traveler Assistance

Metric Requirement Emergency Support 24/7/365, 15 min response for urgent matters Proactive Communication Notify/rebook travelers affected by disruptions Traveler Satisfaction ≥ 90% via surveys

4. Deliverables

Deliverables Deliverable Description Due Implementation & Transition Plan

Milestones, roles, communication, risk mitigation

30 calendar days after award

Traveler Training Materials Guides, tutorials, FAQs, live/virtual sessions;

reviewed annually

Ongoing

Monthly Reporting Packages

Transactions, bookings, savings, unused tickets, SLA metrics, feedback

10 business days after month-end

Bi-annual Program Reviews Performance, compliance, recommendations

30 days after review

Ad Hoc Reports & Data Requests

Reports upon request, timelines mutually agreed

As requested

5. Period of Performance Base period: [1 year]

Option periods: Up to [4 one-year periods] at JPL’s discretion.

Implementation/transition activities completed within [30 days] of contract award.

6. Performance Monitoring

Performance Monitoring Monitoring Activity Description Frequency Monthly / Quarterly Scorecards

Booking accuracy, response times, cost savings, traveler satisfaction

Monthly / Quarterly

SLA Tracking Monitor adherence to service levels

Ongoing

Corrective Actions Document performance gaps and resolutions

As needed

Bi-annual Program Reviews Evaluate program effectiveness, trends, and improvements

Bi-annually

Traveler Profile Updates Ensure accurate traveler data for smooth service delivery

Ongoing