Michigan.gov/MiProcurement

SCHEDULE A – STATEMENT OF WORK

Request for Proposal No. 250000001744 Statewide Travel Administrator Services This schedule identifies the anticipated requirements of any Contract resulting from this RFP. The term “Contractor” in this document refers to a bidder responding to this RFP, as well as the Contractor who is awarded the contract. The term “Bidder” is used to identify where specific responses to the RFP are required.

The Contractor must respond to each requirement or question and explain how it will fulfill each requirement. Attach any supplemental information and appropriately reference within your response.

IMPORTANT NOTE TO CONTRACTORS/BIDDERS: There are specific requirements for which acceptance must be simply acknowledged through a checkbox(es), and others that require further explanation. Click the appropriate checkbox and complete the entries as appropriate.

BACKGROUND

This Request for Proposal (RFP) for Professional Travel Agency Services. The Department of Technology, Management and Budget, Vehicle and Travel Services contracts with a Professional Travel Agency to provide agent support and online supported travel reservations for the State of Michigan employee traveling on official business.

During Fiscal Year (FY) 2024 (October 1, 2023 – September 30, 2024) the State of Michigan utilized the following bookings:

· Travel by Air: 5,985 tickets

· International travel: 1% or less of total

· Lodging reservations: 27,549 rooms

· Average cost of $124.54 per night

· Car Reservations: 862 bookings

· Average cost of $44.89 per day

SCOPE

The Contracted Travel Agency will be required to provide access to professional travel agent(s) and an online reservation system that can process all travel reservations requested 24/7/365. This will include domestic and international travel reservations for air, car, hotel and railway services.

All commissions earned on State travel must be returned to the State of Michigan. The Contractor may also be required to collect on behalf of the State from each traveler booking airfare a “service fee” determined by the State of Michigan. The “service fee” will be charged to the air travel credit account that is charged for the airfare. Th awarded Contractor will be required to submit on a monthly basis a reconciliation of the transaction fees incurred during the past month offset by the commissions earned and any service fees collected on behalf of the State.

Requirements Reservations Air Reservations The Contractor must be able to provide all travel reservations, domestic and international – When booking travel by Air, the Contractor must:

A. Offer the lowest airfare available, including web-fare to meet the travelers’ itinerary and offer alternated cost-effective itinerary options.

Please Note: All account information must be maintained in the Department profile and the traveler(s) profile.

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Hotel Reservations A. The Contractor must have in place, a system to ensure that travelers are booked at the best value available. The Contractor must identify and offer the lowest cost possible at qualifying hotels*.

Please Note: Documentation of exceptions should include, but is not limited to the following:

· Travelers’ name, destination, date and time

· Reason for exception

· Cost of exception

C. To guarantee hotel reservations – Official State Travelers will provide one of the following forms of payment:

· Personal credit-card

· State issued travel credit-card

Please Note: All commissions for lodging must be document and returned to the State – please refer to requirement 2.1C for further detail.

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Other Travel A. Rail Reservations – The Contractor must provide the lowest cost rail reservation(s) for travelers that prefer this method of travel.

B. Rental Car Reservations – The Contractor must provide the lowest cost car rental reservation(s) for travelers when authorized and approved.

Please Note: All commission for rental cars must be documented and returned to the State – please refer to requirement 2.1C for further detail.

List all exception(s):

Bidder must explain its training capabilities and any training that is included in its proposal:

Reservation Changes and Cancellations.

The following conditions will apply when a Reservation change or cancellation occurs:

· A transaction fee will not be applied for cancellations of Reservations, or a change in reservation that does not generate a new ticket

· A transaction fee may be applied only when:

· A change generates a new ticket.

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Specific Standards IT Policies, Standards and Procedures (PSP) Contractors are advised that the State has methods, policies, standards and procedures that have been developed over the years. Contractors are expected to provide proposals that conform to State IT policies and standards. All services and products provided as a result of this RFP must comply with all applicable State IT policies and standards. Contractor is required to review all applicable links provided below and state compliance for the publicly available PSPs in their response. Non-public PSPs are available to bidders under NDA.

Public IT Policies, Standards and Procedures (PSP):

DTMB - IT Policies, Standards & Procedures (michigan.gov)

List all exception(s):

Acceptable Use Policy To the extent that Contractor has access to the State’s computer system, Contractor must comply with the State’s Acceptable Use Policy, see 1340.00.130.02 Acceptable Use of Information Technology (michigan.gov). All Contractor Personnel will be required, in writing, to agree to the State’s Acceptable Use Policy before accessing the State’s system. The State reserves the right to terminate Contractor’s access to the State’s system if a violation occurs.

List all exception(s):

SOM Digital Standards All software items provided by the Contractor must adhere to the State of Michigan Application/Site Standards which can be found at SOM Applications and Site Standards (michigan.gov).

List all exception(s):

ADA Compliance The State is required to comply with the Americans with Disabilities Act of 1990 (ADA) and has adopted standards and procedures regarding accessibility requirements for websites and software applications. All websites, applications, software, and associated content and documentation provided by the Contractor as part of the Solution must comply with the Digital Accessibility Standards. See Terms and Conditions Section 12 Accessibility Requirements for additional information. Applicable standards can be found at SOM Applications and Site Standards (michigan.gov) under the SOM Digital Accessibility Guidelines heading.

List all exception(s):

Bidder must acknowledge their agreement with this section and provide details for how they will meet the requirements:

User Type and Capacity

Contractor must be able to meet the expected number of concurrent Users listed above.

List all exception(s):

Bidder must explain how it will be able to support the expected number of concurrent Users. Bidder must also explain whether the Software can scale up or down without affecting performance:

Bidder must provide details regarding latency response time for (i.e., Generate Page Load, standardized reporting, ad hoc reporting):

The Bidder must identify what network connectivity or equipment will the State be required to have to meet the expected latency response time?

Access Control and Authentication The Contractor’s Software must implement identity federation with the State’s MiLogin IT Identity and Access Management (IAM) environment as described in the State of Michigan Administrative Guide (1340.00.020.08 Enterprise Identity and Access Management Services Standard (michigan.gov).

To support federation with the SOM MILogin Software, the Contractor’s Software must support SAML, OpenID or OAuth federated identity protocols.

Software running within the States internally managed IT environment may be suitable for integration with the State’s Active Directory services as identified in the 1340.00.020.08 standard.

List all exception(s):

Bidder must explain how they will meet the requirements for Access Control and Authentication:

End-User Operating Environment The SOM IT environment includes FedRAMP authorized major cloud providers and on-premises market leading virtualization environments, with supporting platforms that includes enterprise storage, monitoring, and management running in house and in cloud hosting provides.

Contractor must accommodate the latest browser versions (including mobile browsers) as well as some pre-existing browsers. To ensure that users are able to access online services, Contractor must ensure applications and websites display and function accurately in, at minimum, the two most recent major versions of the following browsers, without reliance on special plugins or extensions:

· Google Chrome

· Microsoft Edge

· Firefox

· Safari Contractor must support the current and future State standard environment at no additional cost to the State.

List all exception(s):

Bidder must describe any State system access requirements that are necessary for the Bidder to perform its obligations on a timely basis, including but not limited to, physical or remote access to State networks, servers, or individual workstations:

Bidder must describe if it can comply with the current environment and how it intends to comply with any future changes to the user environment. And if not, describe what end user operating environment its Software supports:

Bidder must describe if it can support the original environment throughout the term of the contract:

Bidder must describe how it communicates changes to its roadmaps:

Bidder must identify any plug-ins necessary for the proposed Software to meet the system requirements of this request:

Bidder must describe how customers collaborate with your organization in the decision-making process for upgrades, maintenance, and change control:

Software Bidder must provide a detailed description of the Software to be provided under the resulting Contract including, but not limited to, a detailed description of the proposed Software (name, type, version, release number, etc.), its functionality, optional add-on modules, Contractor’s services and the Software ability to be rapidly configured or scaled as the State’s business or technical demands change. If Bidder is using any open source or third-party products in connection with the proposed Software the Bidder must identify these separately in its proposal (including identifying any associated cost in Schedule B - Pricing):

Reserved.

Required Functionality Relating to Data Retention, Disposal, and Retrieval The State has legal obligations to retain, dispose, and retrieve State Data along with obligations to manage and secure State Data. To meet these obligations, the Solution must allow the State to:

1) retain all data for the entire length of the Contract.

2) delete its data or request the deletion of its data, even data that may be stored offline or in backups.

3) transfer its data back to the State or to a new vendor or new solution.

4) transfer its data to the Archives of Michigan as may be required by a retention and disposal schedule.

5) retrieve data, even data that may be stored offline or in backups.

Except as otherwise stated in the Contract, Contractor will not dispose of, delete, or destroy State Data without the prior written approval of the State.

List all exceptions:

Bidder must review and explain how the data retention, disposal, and retrieval requirements will be met by the solution and describe its data management capabilities (storage limitations, duration, etc.). If the Solution does not allow the State to perform these activities itself, the bidder must explain how it will support the State’s compliance with these requirements.

Online Reservation System The Contractor must provide a managed Online Reservation Tool (system) that will accommodate the State of Michigan Travel Policies*.

*Current travel policies can be viewed at: www.michigan.gov/dtmb

A. The Contractor must, establish, maintain, and update traveler profiles for all official State Travelers. This will include electronic means by which the traveler can easily complete or update their profiles.

The Contractor must identify the proposed Reservation tool(system) and accompanying access tool. Along with a description of:

· System capabilities and features

· Description of ease of usage

· Data Reporting Capabilities – if any

· Any associated licensing fees or usage fees that may apply

Please Note: Any and all proposed Reservation Tool (system) for Online Reservations will be evaluated on the following criteria:

· Ease of use

· Licensing fees or other access fees that may apply

· Security of personal information inputted

· Date collection capabilities

B. The Contractors proposed Reservation tool (system) must allow users to set-up an online travel account personalized to each user.

· Upon notice from the State the Contractor must establish, maintain and update State of Michigan traveler(employee) profiles.

· The Contractor must also provide the traveler (employee) with access to their online account to make updates to their profile and complete reservation bookings.

C. Any and all proposed Reservation Tool (system) for Online Reservation must also be capable of the following:

· Providing users travel options within State Travel Policy

· Capture and display web-fares in compliance with State Travel Policies.

· Identify Contracted travel vendors

· Identify unused ticket segments for exchange

· Allow the travelers profile to sync with the Contractors Global Distribution System (GDS)

D. IT Policies, Standards and Procedures (PSP) – All proposals must conform with State IT policies and standards – all services and products provided as a result of this RFP must comply with all applicable State IT polices and standards. Please refer to Public IT Policies, Standards and Procedures (PSP): http://www.michigan.gov/dtmb/0,4568,7-150-56355_56579_56755---,00.html

Please Note: Not all applicable PSP’s are available publicly. Controlled PSP’s application to the RFP are available after signing and returning to the State the required Nondisclosure Agreement (NDA) agreement. Failure to return a signed NDA may be grounds for disqualification

E. ADA Compliant – All proposed software items must adhere to the State’s Look and Feel Standards. Please refer to https://www.michigan.gov/som/0,4669,7-192-86761---,00.html for further information regarding ADA Compliance and Accessibility.

Please Note: The State is required to comply with the Americans with Disabilities Act of 1990 (ADA) and as adopted a formal policy regarding accessibility requirements for websites and software applications. The State is requiring that Bidder’s proposed Solutions, where relevant, to level AA of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0. Bidder may consider, where relevant, the W3C’s Guidance on Applying WCAG 2.0 to Non-Web Information and Communications Technologies (WCAG2ICT) for non-web software and content. The State may require that Bidder complete a Voluntary Product Accessibility Template for WCAG 2.0 (WCAG 2.0 VPAT) or other comparable document for the proposed Solution.

Data Collection, Reporting, and Security The Contractor must provide an online database for State Agencies to access to run reports and track trends of Contract usage.

A. The Contract must propose an online database for State Agencies to access that can track trends, producing reports such as ad hoc. Agencies must be able to pull the following types of data Reports:

· Air Travel Reports – Should include:

· Point-to-point departures and destinations information

· Average ticket costs

· Tickets issued, including ticket status: Refunded, exchanger or voided

· Compliance and deviation from policy reports

· Hotel Reservation Reports – Should include:

· Points earned

· Average room costs

· Reservations booked, including refunds or cancellations

· Compliance and deviation from policy reports

· Car Rentals – Should include:

· Points earned

· Average rental costs

· Reservations booked, including refunds or cancellations

· Compliance and deviation from policy reports

Please Note: Reporting requirements are subject to change. The Contractor must work with the State to accommodate additional reporting requests.

B. Bi-Weekly Reporting – The Contractor must submit, to the Program Manager, and applicable Contract Administrator a brief written summary of the following items on each bi-weekly Monday:

· Work accomplished during the reporting period – current and subsequent

· Problems real or anticipated

· Which should be brought to the attention of the Program Manager

· Summary of any significant deviation from previously agreed upon work plans

C. Monthly Reporting – The Contractor must submit, to the Program Manager, and applicable State Agency the following reports no later than the 20th of each month:

· Usage Report for all Services Booked under Contract

· Statewide and by individual Department, usage summaries that include:

· Point-to-point departures and destinations

· Air Travel

· Costs for all tickets issued, refunded, exchanges and/or voided

· Hotel Reservations

· Issued, refunded and or/cancelled reservation

· Car Rentals

· Issued, refunded and or/cancelled reservation

· Summary of all Services and corresponding costs and usage

· Revenue reporting, including points and rewards accumulated

· Activity and Revenue Sharing Summary

· Quality Assurance Reports, including summaries of:

· Compliance reporting

· Service level requirements

· Exceptions Report – should identify travelers who choose a more-costly accommodation when offered a lower cost option

· Ad-hoc Reporting – please indicate capability through online database quires

· Industry Monitoring – please indicate current capabilities that monitor industry changes, enhancements, and problems real or anticipated.

Please Note: Monthly reporting requirements are subject to change. The Contractor must work with the State to accommodate additional reporting requests.

E. Account Security – Personal Information: The Contractor must protect and keep confidential, all traveler reservation information, protecting it from identity theft and abuse.

Please indicate the following, in your response:

· Security system to protect traveler information from identity theft and abuse

· Standard practice and procedures to ensure security

· Any additional measures taken to ensure security

Please Note: Proposed Security systems and software must be in compliance with Exhibit C, Section 31 & 33 of the Standard Contract Terms. Please provide any supplemental documentation that supports compliance with Exhibit C.

List all exception(s):

Accounting Acceptance, Inspection, and Testing A. The Contractor must submit, on a monthly basis, a monthly reconciliation of transaction fees and commissions earned with any monies due or owed identified and submitted by the 25th of each month.

Please Note: All commission earned and generated on State travel must be returned to the State.

List all exception(s):

Transition & Implementation Plan The Contractor must carry out this project under the direction and control of the Department of Technology, Management and Budget (DTMB), Vehicle and Travel Services, Program Manager(s).

Please Note: All transition and implementation plans are subject to the approval of the Program Manager(s).

Please refer to 4.A for further details regarding Implementation plans.

A. The Contractor must provide an Implementation Plan (also referred to as the Project Plan or Work Plan) which outlines the transition of services and current accounts to be performed.

Currently there are 24 agencies profiles and approximately 5,600 employee profiles.

The Implementation Plan must describe in detail:

1. All major project milestones – with anticipated outcomes

2. Detailed corresponding calendar/timeline schedule for the Implementation Period

3. A detailed work plan describing how the Contractor will manage a possible transition from the current Contractor.

4. All tasks, duties and responsibilities associated with the implementation must be outlined in the work plan.

5. The Contractor must describe its project management capabilities, including but not limed to methods, tools and processes that will be utilized for oversight and completion of the implementation process.

6. The Contractor must describe how issues/changes will be conveyed to the Program Manager, give a brief description of suggested resolution processes, or applicable strategies

Please Note: Transition/implementation must be completed by the Contract Services Effective Date (Start Date): April 1, 2025. No payment will be made to the Contractor during the implementation period, or for the transfer of existing account from the current Contractor.

B. There must be continuous liaising between the Program Manager and the Contractor during the Implementation Period and over the course of this Contract.

The Program Manager will meet with the Contractor for initial review of the Contractor’s Work Plan prior to beginning service deliver and periodically as needed.

These meeting will include but are not limited to:

· Reviewing progress and,

· Providing necessary guidance to the Contractor regarding the timing of activities and solving issues.

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Training The Contractor must provide the following training:

· System implementation training – if applicable

· Travel Account Training

· For new and existing travelers

· Re-fresher training – when requested

· The Contractor must explain its training capabilities and any training that is included in its proposal.

· The Contractor must provide documentation and training materials.

Please Note: The preferred means for training is online

List all exception(s):

Bidder must submit its project plan as described above:

Staffing Contractor Program Manager The Contractor must appoint at least one individual specifically assigned to State of Michigan accounts, who will respond to State inquiries regarding the Contract Activities, answer questions related to ordering and delivery, etc. (the “Contractor Program Manager”).

The Contractor must notify the Contract Administrator at least 15 calendar days before removing or assigning a new Contractor Representative.

List all exception(s):

Bidder must identify its Contractor Program Manager:

Contract Administrator The Contract Administrator for each party is the only person authorized to modify any terms of this Contract, and approve and execute any change under this Contract (each a “Contract Administrator”):

Bethany Preston 320 S. Walnut St.

Lansing, MI 48933 PrestonB2@michigan.gov

[Name] [Street Address] [City, State, Zip] [Email] [Phone]

Program Manager The Program Manager for each party will monitor and coordinate the day-to-day activities of the Contract (each a “Program Manager”):

Jamie Mathews 6951 Crowner Dr.

Lansing, MI 48917 MathewsJ@michigan.gov [Name] [Street Address] [City, State, Zip] [Email] [Phone]

Customer Service Toll-Free Number The Contractor must specify its toll-free number for the State to contact the Contractor Program Manager. The Contractor Program Manager must be available for calls during the hours of 8:00 am to 5:00 pm EST.

List all exception(s):

Bidder must identify its Customer Service Toll-Free Number:

Technical Support, Repairs and Maintenance The Contractor must specify its toll-free number for the State to contact the Contractor for technical support, repairs and maintenance. The Contractor must be available for calls and service during the hours of 7:00 am to 6:00 pm EST.

When providing technical support, the Call Center must resolve the caller’s issue within 30 minutes.

List all exception(s):

Bidder must identify its toll-free technical support number:

Work Hours The State requires prompt effective communication – the vendor must be able to provide confirmation in the following ways: electronic, fax, and phone.

Standard Service Hours A. The Contractor must provide Contract Activities during the State’s normal working hours Monday – Friday, 7:00 a.m. to 6:00 p.m. EST, and possible night and weekend hours depending on the requirements of the project.

Please Note: Calls received from the State, or Travelers must be returned within 2-hours of receipt, if immediate assistance is not available, during Standard Service Hours.

Emergency/Afterhours Service B. The Contractor must be able to provide afterhours service for travelers who need assistance with reservations.

· The Contractor must provide emergency/after-hours service from 6:00 p.m. to 7:00 a.m. EST.

Please Note: Calls received from the State, or Travelers must be returned within 1 hour of receipt, if immediate assistance is not available.

List all exception(s):

Key Personnel The Contractor must appoint at least 3 individuals who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24-hours.

Key Personnel Roles include:

1. Booking Agents

a. Domestic

b. International

2. Consultant

Please Note: The Contractor must provide at least 3 alternates, a minimum of one alternate, for each of the Key Personnel Roles indicated above. Alternates will be responsible for services under this Contract when primary Key personnel are unable.

Contractor’s Key Personnel must be on-site at a mutually agreed upon location and time when requested by the State The State has the right to recommend and approve in writing the initial assignment, as well as any proposed reassignment or replacement, of any Key Personnel. Before assigning an individual to any Key Personnel position, Contractor will notify the State of the proposed assignment, introduce the individual to the State’s Project Manager, and provide the State with a resume and any other information about the individual reasonably requested by the State. The State reserves the right to interview the individual before granting written approval. In the event the State finds a proposed individual unacceptable, the State will provide a written explanation including reasonable detail outlining the reasons for the rejection. The State may require a 30-calendar day training period for replacement personnel.

Contractor will not remove any Key Personnel from their assigned roles on this Contract without the prior written consent of the State. The Contractor’s removal of Key Personnel without the prior written consent of the State is an unauthorized removal (“Unauthorized Removal”). An Unauthorized Removal does not include replacing Key Personnel for reasons beyond the reasonable control of Contractor, including illness, disability, leave of absence, personal emergency circumstances, resignation, or for cause termination of the Key Personnel’s employment. Any Unauthorized Removal may be considered by the State to be a material breach of this Contract, in respect of which the State may elect to terminate this Contract for cause under the Termination for Cause section of the Standard Contract Terms. It is further acknowledged that an Unauthorized Removal will interfere with the timely and proper completion of this Contract, to the loss and damage of the State, and that it would be impracticable and extremely difficult to fix the actual damage sustained by the State as a result of any Unauthorized Removal. Therefore, Contractor and the State agree that in the case of any Unauthorized Removal in respect of which the State does not elect to exercise its rights under Termination for Cause, Contractor will issue to the State the corresponding credits set forth below (each, an “Unauthorized Removal Credit”):

i. For the Unauthorized Removal of any Key Personnel designated in the applicable Statement of Work, the credit amount will be $25,000.00 per individual if Contractor identifies a replacement approved by the State and assigns the replacement to shadow the Key Personnel who is leaving for a period of at least 30-calendar days before the Key Personnel’s removal.

ii. If Contractor fails to assign a replacement to shadow the removed Key Personnel for at least 30-calendar days, in addition to the $25,000.00 credit specified above, Contractor will credit the State $833.33 per calendar day for each day of the 30-calendar day shadow period that the replacement Key Personnel does not shadow the removed Key Personnel, up to $25,000.00 maximum per individual. The total Unauthorized Removal Credits that may be assessed per Unauthorized Removal and failure to provide 30-calendar days of shadowing will not exceed $50,000.00 per individual.

Contractor acknowledges and agrees that each of the Unauthorized Removal Credits assessed above: (i) is a reasonable estimate of and compensation for the anticipated or actual harm to the State that may arise from the Unauthorized Removal, which would be impossible or very difficult to accurately estimate; and (ii) may, at the State’s option, be credited or set off against any fees or other charges payable to Contractor under this Contract.

The Contractor must identify the Key Personnel, indicate where they will be physically located, describe the functions they will perform, and provide current chronological résumés.

List all exception(s):

A. The Contractor must identify all Key Personnel that will be assigned to this contract in the table below which includes the following:

1. Name and title of staff that will be designated as Key Personnel.

2. Key Personnel years of experience in the current classification.

3. Key Personnel’s roles and responsibilities, as they relate to this RFP, if the Contractor is successful in being awarded the Contract. Descriptions of roles should be functional and not just by title.

4. Identify if each Key Personnel is a direct, subcontract, or contract employee.

5. Identify each Key Personnel’s percentage of work time devoted to this Contract.

6. Identify where each Key Personnel staff member will be physically located (city and state) during the Contract performance.

<Add more rows below as needed> 1.

Name 2.

Years of Experience in Current Classification 3.

Role(s) / Responsibilities 4.

Direct / Subcontract/ Contract 5.

% of Work Time 6.

Physical Location

B. The Contractor must provide detailed, chronological resumes of all proposed Key Personnel, including a description of their work experience relevant to their purposed role as it relates to the RFP.

Qualifications will be measured by education and experience with particular reference to experience on projects similar to that described in the RFP.

Bidder must provide the resumes and information as required above – either in this response box or identified here as an attachment to this RFP labelled as [add details].

Organizational Chart The Contractor must provide an overall organizational chart that details staff members, by name and title, and subcontractors.

Bidder must provide detailed information as required above – either in this response box or identified here as an attachment to this RFP labelled as [add details].

Disclosure of Subcontractors If the Contractor intends to utilize subcontractors, the Contractor must disclose the following:

· The legal business name; address; telephone number; a description of subcontractor’s organization and the services it will provide; and information concerning subcontractor’s ability to provide the Contract Activities.

· The relationship of the subcontractor to the Contractor.

· Whether the Contractor has a previous working experience with the subcontractor. If yes, provide the details of that previous relationship.

· A complete description of the Contract Activities that will be performed or provided by the subcontractor Security The Contractor must explain any additional security measures in place to ensure the security of State facilities. The State may require the Contractor’s personnel to wear State issued identification badges.

The Contractor’s staff may be required to make deliveries to or enter State facilities. The Contractor must: (a) explain how it intends to ensure the security of State facilities, (b) whether it uses uniforms and ID badges, etc., (c) identify the company that will perform background checks, and (d) the scope of the background checks.

List all exception(s):

Bidder must explain any additional security measures in place to ensure the security of the State and its facilities:

Project Management Project Plan The Contractor will carry out this project under the direction and control of the Department of Technology Management and Budget.

A. The Contractor will carry out this project under the direction and control of the Program Manager. Within 5-business days of the Effective Date, the Contractor must submit to the Department of Management and Budget, Vehicle and Travel Services, a project plan to the Program Manager for final approval.

The plan must include:

(a) the Contractor's organizational chart with names and title of personnel assigned to the project, which must align with the staffing stated in accepted proposals

(b) the project breakdown showing sub-projects, tasks, and resources required.

(c) time phased plan, in the form of a graphic display, showing each event, task and decision point in the work-plan; and

List all exception(s):

Bidder must submit its project plan as described above:

Meetings The Contractor must attend the following meetings:

The Contractor must attend the following meetings:

· Kick-off meeting within 30 calendar days of the Contract Effective Date

· Weekly/bi-weekly implementation update meetings – if applicable

· Introduction meeting – if applicable

· Weekly review and status meeting:

· This meeting will be held between the Contractor’s Program Manager and the State, to review process and performance of the program.

· Quarterly Review meetings] The State may request other meetings, as it deems appropriate.

List all exception(s):

Time Frames All Contract Activities must be delivered within times frames specified below in order to meet the needs of the State. The receipt of order/request date is pursuant to Section 2, Notices, of the Standard Contract Terms.

A. Travel Services Phone Center

· 90% of the phone calls answered and directed to an agent (not voicemail) before the 3rd ring.

· 90% of calls returned within 2 hours

· 85% of Reservations must be confirmed with the traveler within 24-hours.

· Less than 2% calls abandoned/disconnected

· 2minute or less average hold times B. Ticket Pricing

· Multi-system search for lowest tick pricing to include web fares

· Lowest ticket price identified and offered to the traveler and documented

· Provide alternate itinerary options that will produce savings

· Provided in the form of a consultation with an agent or alternate search capabilities online C. Internet Reservation System

· Must be available 99% of the time

· Secure log-in

· Hotel rates loaded within 15-days after award of contract D. Booking Agent Availability

· Available during the hours specified in requirement 10 – Work Hours.

Billing Dispute Resolution

· All billing disputes must reach consensus and resolution with 30-calendar days of notification.

Quality Assurance

· 98% of transactions are error free

· 98% of complains are acted upon or resolved within 72-hours.

List all exception(s):

Pricing Price Term Pricing is firm for the first 5-years of the Contract (“Pricing Period”). The first pricing period begins on the Effective Date of the Contract. Adjustments may be requested, in writing, by either party and will take effect no later than the next pricing period. Pricing may be reconsidered for option years, please see Section 9.2 Pricing Change

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Price Changes Adjustments will be based on changes in actual Contractor costs. Any request must be supported by written evidence documenting the change in costs. The State may consider sources, such as the Consumer Price Index; Producer Price Index; other pricing indices as needed; economic and industry data; manufacturer or supplier letters noting the increase in pricing; and any other data the State deems relevant.

Following the presentation of supporting documentation, both parties will have 30 days to review the information and prepare a written response. If the review reveals no need for modifications, pricing will remain unchanged unless mutually agreed to by the parties. If the review reveals that changes are needed, both parties will negotiate such changes, for no longer than 30 days, unless extended by mutual agreement.

The Contractor remains responsible for Contract Activities at the current price for all orders received before the mutual execution of a Change Notice indicating the start date of the new Pricing Period.

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Ordering Authorizing Document The appropriate authorizing document for the Contract will be a Delivery Order (DO)

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Invoice and Payment Invoice Requirements All invoices submitted to the State must include: (a) date; (b) purchase order; (c) quantity; (d) description of the Contract Activities; (e) unit price; (f) shipping cost (if any); (g) vendor-generated invoice number and (h) total price. Overtime, holiday pay, and travel expenses will not be paid.

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Payment Methods The State will make payment for Contract Activities

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Liquidated Damages Late or improper completion of the Contract Activities will cause loss and damage to the State and it would be impracticable and extremely difficult to fix the actual damage sustained by the State. Therefore, if there is late or improper completion of the Contract Activities the State is entitled to collect liquidated damages in the amount of $5,000 and an additional $100 per day for each day Contractor fails to remedy the late or improper completion of the work. The State will collect liquidated damages via check.

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