Travel Services for the State of Maryland 7.10.26final.pdf

Travel Services for the State of Maryland

Solicitation #: BPM057915 RFP Document

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STATE OF MARYLAND

DEPARTMENT OF BUDGET AND MANAGEMENT (DBM)

REQUEST FOR PROPOSALS (RFP)

TRAVEL SERVICES FOR THE STATE OF MARYLAND

RFP NUMBER BPM057915

ISSUE DATE: 7/13/2026

A Prospective Offeror that has received this document from a source other than eMarylandMarketplace Advantage (eMMA) https://procurement.maryland.gov should register on eMMA https://emma.maryland.gov/

NOTICE TO OFFERORS

MINORITY BUSINESS ENTERPRISES ARE ENCOURAGED TO RESPOND

TO THIS SOLICITATION

https://procurement.maryland.gov/ https://emma.maryland.gov/

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STATE OF MARYLAND

DEPARTMENT OF BUDGET AND MANAGEMENT (DBM)

KEY INFORMATION SUMMARY SHEET

Request for Proposals Travel Services for the State of Maryland

Solicitation Number: BPM057915

RFP Issue Date: 7/12/2026

RFP Issuing Office: Department of Budget and Management (DBM)

Procurement Officer: Stephanie J. Puryear 301 W. Preston Street, Baltimore, MD 21201

Email:

Phone Number:

stephanie.puryear1@maryland.gov 410-767-4995

Proposals are to be sent to:

Submit on emma.maryland.gov under Solicitation Number To submit a proposal, offerors must first register on emma.maryland.gov.

We recommend registering in advance to become acquainted with the site.

Instructions on how to submit proposals electronically can be found at:

https://procurement.maryland.gov/wp-content/uploads/sites/12/2019/08/5-eMMA-QRG-Responding-to-Solicitations-Double-Envelope-v2.pdf

No Bid/Proposal Notice Feedback Form

*If you are not submitting a proposal for this solicitation, submit Attachment 1 with your reasons why.

Pre-Proposal Conference:

July 20, 2026 at 1:00 PM Local Time Virtual Teleconference by Calendar Invitation from Procurement Officer Only. See Section 4.3 for additional details.

See Attachment 2 to RSVP by 2:00 pm, July 16, 2026, to Attend

Scheduled Site Visit N/A

Questions Due Date and Time:

July 23, 2026 by 2:00 PM Local Time mailto:stephanie.puryear1@maryland.gov https://procurement.maryland.gov/wp-content/uploads/sites/12/2019/08/5-eMMA-QRG-Responding-to-Solicitations-Double-Envelope-v2.pdf https://procurement.maryland.gov/wp-content/uploads/sites/12/2019/08/5-eMMA-QRG-Responding-to-Solicitations-Double-Envelope-v2.pdf

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Proposal Due (Closing) Date and Time:

August 12, 2026 at 2:00 PM Local Time Local Time Offerors are reminded that a completed Feedback Form is requested if a no-bid/proposal decision is made (see Attachment 1 - No Bid Notice/Vendor Feedback Form).

MBE Subcontracting Goal:

An overall Minority Business Enterprise (MBE) or Disadvantaged Business Enterprise (DBE) subcontract participation goal of percent (5%) of the total contract dollar amount, including all renewal option terms, if any, has been established for this procurement. The overall MBE or DBE subcontract participation goal includes the following subgoals, which have been established for this procurement:

_____% for African-American MBEs;

_____% for Asian-American MBEs;

_____% for Hispanic-American MBEs; and _____% for Woman-Owned MBEs.

Refer to Exhibit 1 for information on how goal setting was determined.

Also, refer to Appendix 4 for information about the MBE or DBE program and goals.

VSBE Subcontracting Goal:

This solicitation includes a VSBE participation Goal of 1% Refer to Exhibit 1 for information on how goal setting was determined.

Also, refer to Appendix 5 for information about the VSBE program and goals.

Procurement Method: A Contract will be awarded in accordance with the Competitive Sealed Proposals method under COMAR 21.05.03.

Multiple or Alternate Bids:

Multiple or alternate Proposals will not be accepted.

Contract Type: The Contract that results for this RFP shall be an indefinite quantity contract with fixed unit prices in accordance with COMAR 21.06.03.06A(2).

Contract Duration: Five (5) Years

Primary Place of Performance:

Statewide

SBR Designation: No

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Federal Funding: No

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TABLE OF CONTENTS – RFP

1 Minimum Qualifications 8

1.1 Offeror Minimum Qualifications 8

2 Contractor Requirements: Scope of Work 9

2.1 Summary Statement 9

2.2 Background and Purpose 9

2.3 Contractor Responsibilities and Tasks 13

2.4 Experience and Personnel 16

2.5 Reporting Requirements 16

2.6 State’s Duty of care and Traveler Safety obligations 17

3 Standard Terms and Conditions 19

3.1 Contract Initiation Requirements 19

3.2 End of Contract Transition 20

3.3 Invoicing 21

3.4 Liquidated Damages 24

3.5 Problem Escalation Procedure 24

3.6 Work Orders 25

3.7 Payments by Electronic Funds Transfer 25

3.8 Prompt Payment Policy 25

3.9 Federal Funding Acknowledgement 25

3.10 Conflict of Interest Affidavit and Disclosure 25

3.11 Non-Disclosure Agreement 26

3.12 Maryland Healthy Working Families Act Requirements 26

3.13 The State of Maryland’s Commitment to Purchasing Environmentally Preferred Products and Services (EPPs) 26

3.14 Insurance Requirements 26

3.15 Non-Compete Clause Prohibition 27

4 Proposal Submission Information and Instructions 29

4.1 eMaryland Marketplace Advantage (eMMA) 29

4.2 Electronic Means 29

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4.3 Pre-Proposal Conference 29

4.4 Questions 30

4.5 Proposal Due (Closing) Date and Time 30

4.6 Economy of Preparation 30

4.7 Public Information Act Notice 30

4.8 Oral Presentation 31

4.9 Duration of Proposals 31

4.10 Revisions to the RFP 31

4.11 Cancellations 31

4.12 Incurred Expenses 32

4.13 Protest/Disputes 32

4.14 Offeror Responsibilities 32

4.15 Acceptance of Terms and Conditions 33

4.16 Compliance with Laws/Arrearages 33

4.17 Verification of Registration and Tax Payment 33

4.18 False Statements 33

5 Proposal Submission Information and Instructions 34

5.1 Two Part Submission 34

5.2 Proposal Delivery and Packaging 34

5.3 Volume I - Technical Proposal 35

5.4 Volume II – Financial Proposal 44

6 Evaluation and Selection Process 45

6.1 Evaluation Committee 45

6.2 Technical Proposal Evaluation Criteria 45

6.3 Financial Proposal Evaluation Criteria 45

6.4 Reciprocal Preference 45

6.5 Selection Procedures 46

6.6 Documents Required upon Notice of Recommendation for Contract Award RFP Attachments (Table B) 47

7 RFP Appendices and Exhibits 49

7.1 Appendices (Table C) 49

7.2 Exhibits (Table D) 50

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1 Minimum Qualifications

1.1 Offeror Minimum Qualifications

The Offeror must document in its Proposal that it satisfies the following Minimum Qualifications:

A. Each Offeror shall have current Airline Reporting Corporation (ARC), International Air Travel Agent Network (IATAN), and Amtrak approvals.

B. Each Offeror shall submit a certification in its name from each of the following:

1. Airline Reporting Corporation (ARC)

2. International Air Travel Agent (IATAN)

Each Offeror shall submit a current letter of good standing from Amtrak or a copy of its ARC certification that can indicate it is in good standing with Amtrak.

The proofs shall be submitted in the Executive Summary under Tab D.

THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK.

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2 Contractor Requirements: Scope of Work

2.1 Summary Statement

2.1.1 The Department of Budget and Management (DBM), Fleet and Travel Management

Services, is issuing this solicitation to procure comprehensive, statewide travel management services for State of Maryland employees traveling on official business.

The State intends to make a single award. The selected Contractor shall be fully responsible for providing all required services either directly or through approved sub-contractors.

2.1.2 A Contract award does not guarantee any volume of work. Maryland State and local governmental entities and eligible nonprofit entities may utilize the Contract at the same pricing; however, such use shall not constitute a purchase by the State nor create obligations for the State. It is the State’s intention to obtain goods and services, as specified in this RFP, from a Contract between the selected Contractor and the State.

2.1.3 The Department intends to make a single award resultant of this RFP.

2.1.4 A Contractor, either directly or through its sub-contractor(s), must be able to provide all goods and services and meet all the requirements requested in this solicitation and the successful Contractor (the Contractor) shall remain responsible for Contract performance regardless of sub-contractor participation in the work.

2.1.5 A Contract award does not ensure a Contractor will receive all or any State business under the Contract.

2.1.6 Maryland State and local entities as defined in State Finance and Procurement 13- 110(a)(5)(i) and not- for-profit entities within the State of Maryland may purchase from the Contractor goods or services covered by the Contract at the same prices chargeable to the State. All such purchases by non-executive branch entities, non-State governments, government agencies or not-for-profit entities:

A. Shall constitute Contracts between the Contractor and that government, agency or not-for- profit entity.

B. Shall not constitute purchases by the State or State agencies under the Contract.

C. Shall not be binding or enforceable against the State; and

D. May be subject to other terms and conditions agreed to by the Contractor and the purchaser.

2.1.7 All Contract prices, terms, and conditions must be provided to any Maryland local government or not-for-profit entity requesting services under the Contract. The Contractor bears the risk of determining whether a government, agency or organization with which the Contractor is dealing is a state entity.

2.2 Background and Purpose

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The State is issuing this solicitation for the purposes outlined in Section 2.1 of this RFP to obtain competitive group rates and rates for authorized official State travel in accordance with the State’s Standard Travel Regulations. (See http://dbm.maryland.gov, keyword search “travel.”)

The travel program (the “travel program”) includes the following components: (1) the State Travel Management Office (STMO) for program administration, (2) the Contractor for travel services to include hotels, airfare, rental cars, and rail, (3) the Corporate Purchasing Card (CPC) Contractor for credit services for charging State agency Common Carrier Accounts, and (4) the Agencies to be serviced.

Rationale

The State of Maryland’s current travel management does not include all components of the state’s travel portfolio (hotels, airfare, lodging, and rental cars). Maryland thus does not consistently secure competitive or consistent discounts across the entire travel portfolio. The State of Maryland is now fully re-evaluating travel services.

The State seeks to modernize and consolidate its travel program to include airfare, rail, lodging, and rental vehicles under a single, high‑volume travel services contract. The objectives are to: Secure competitive pricing comparable to or better than General Services Administration (GSA) per diem benchmarks; Improve compliance with State travel regulations; Enhance traveler safety and service quality; Increase transparency through robust reporting and analytics; and Simplify booking and management for approximately 175 Travel Coordinators across 150 agencies as well as local counties and other municipalities.

The Contractor shall support domestic and international travel for Executive Branch agencies and eligible non‑Executive entities that elect to participate. The Contractor shall provide concierge services specifically for high level State executives, as defined by the Department of Budget and Management (DBM).

The State of Maryland is looking to partner with a high-volume travel vendor that will provide reliable service, secure discounts comparable to GSA per-diem rates, and offer best-in-class reporting and tracking. These features will ensure cost-effectiveness and safe travel experience for all Maryland employees. The State of Maryland welcomes bids that leverage innovative and modern travel models to improve and optimize the state’s travel experience.

Travel Context

The State of Maryland currently employs ~175 travel coordinators across 150 agencies. The Contractor will work closely with travel coordinators to provide travel for the state. The travel program does not include strictly online arrangements of travel for State Agency use; therefore, Contractors cannot propose to provide solely online reservations for travel. Executive Branch Agencies must use the travel program except when emergencies or unusual operating conditions arise or for conference travel when special rates can be obtained only from the organizer.

Under these circumstances, Agencies may make alternative arrangements as appropriate. The Legislative and Judicial Branches may, but are not required to, participate in the program. The University System of Maryland has its own travel program but may, solely at its discretion, participate in the State travel program (see RFP Section 2.1.6). The Contractor shall provide travel services as provided in this RFP and the Contract to these Agencies, upon contract execution.

Expected Travel Volume

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In fiscal year 2026, the state of Maryland expects to spend $19-20M on this travel contract across hotels, rental cars, airlines, and rail. This total travel volume is split across the executive branch agencies and the non-required agencies (higher education, judiciary, and legislative services).

Additionally, local jurisdictions are encouraged to piggyback this contract to realize greater travel savings and limit duplication of work.

Approximately 75% of this total travel volume will be allocated to hotels, 20% to airlines, and the remaining 5% of travel volume to rail and rental cars. This travel contract presents an opportunity for a vendor to serve an expansive travel portfolio with significant volume.

The selected travel vendor will provide services for all travel spend. State employees travel both domestically and internationally for both professional development (e.g., conferences, training, etc.), state business, and commerce. The State makes no guarantee of any actual volume during the term of the Contract.

Additional current Contractor information can be found at http://dbm.maryland.gov; keyword search “Contract Library.”

2.2.1 Project Goals

The State seeks to establish a modern, transparent, technology-enabled travel management program that delivers exceptional traveler service, enhanced oversight, measurable cost savings, and improved compliance with State travel regulations.

The goals of this Contract include:

A. Consolidate the State’s travel portfolio under a single travel management provider capable of supporting air, rail, lodging, rental vehicle, and related travel services.

B. Improve traveler experience through intuitive booking tools, responsive customer service, mobile functionality, and 24/7 support.

C. Increase compliance with State travel regulations by incorporating automated approval workflows, policy controls, audit trails, and reporting capabilities.

D. Enhance traveler safety through comprehensive duty-of-care services, traveler tracking, risk monitoring, emergency communications, and incident response support.

E. Increase transparency through robust reporting, dashboards, and analytics that allow DBM and participating Agencies to monitor travel activity, spending, compliance, utilization, and savings opportunities.

F. Maximize cost savings through negotiated supplier discounts, advance booking strategies, unused ticket management, conference rate optimization, and continuous program improvement initiatives.

G. Provide scalable services capable of supporting approximately 175 Travel Coordinators, 150 State agencies, eligible local governments, and other authorized entities.

H. Leverage modern technology and innovation to improve efficiencies, reduce administrative burden, and provide measurable value to the State throughout the

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Contract term.

I. Establish a strategic partnership between the State and Contractor that promotes continuous improvement, operational excellence, and achievement of program goals.

2.2.2 State Staff and Roles

The Travel Coordinator/traveler will deal directly with the Contractor for the day-to-day purchase of travel services. Travelers are required to have all travel approved by a Travel Coordinator for their Agency prior to making a reservation. Travel authorization numbers will be issued by the agency Travel Coordinator or designee as proof of approval. A reservation for State business travel cannot be finalized without a state authorization number. Upon receipt of an authorization number, the Contractor shall make the reservation in accordance with the Standard Travel Regulations (http://dbm.maryland.gov/, keyword search “travel”).

2.2.3 Other State Responsibilities

After travel has been completed, the Contractor shall segregate travel activities that appear not to conform to the State's travel policy requiring use of the lowest logical fares based on acceptable times, locations, and conditions. This information will enable any travel activities that were not done in accordance with State travel regulations to be reported to the Contract Monitor in accordance with RFP Section 2.4

a. Under normal circumstances, if there are any potential violations before travel commences, the Contractor shall notify the Contract Monitor and Travel Coordinator for acceptance or denial of travel request.

b. Under emergency circumstances (i.e. juvenile prisoner travel) where travel must be arranged immediately and the Contractor cannot contact the Contract Monitor or Travel Coordinator; the Contractor shall arrange travel and report any travel violations in accordance with RFP Section 2.4.

c. The information required to be maintained by the contractor, if not already part of the

Contractor’s standard PNR information, shall include at a minimum: State authorization number, name of traveler, itinerary, ticket cost, form of payment, any comments regarding declined lower fares, if itinerary includes personal travel, Travel Coordinator name, Travel Coordinator name and phone number, if different from Travel Coordinator, and the address of where the itinerary will be sent electronically.

d. All Travelers of the Contract shall be entitled to credit for unused refundable tickets.

Refunds shall be processed for refundable tickets and shall be credited to each respective Agency’s Business Travel Account.

http://dbm.maryland.gov/ http://dbm.maryland.gov/

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e. For other than Consolidator tickets the Contractor shall only charge a fee for every ticket issued to the State Traveler. A “ticket” is defined as all the necessary travel (e.g., hotel, rental car, airfare, and rail) for a given trip. The Contractor shall not charge any fee for any cancellation, voids, refunds, or waivers. The Contractor should not charge multiple booking fees for different reservations on the same trip (e.g., one booking fee for the flight and another for a hotel).

f. For Consolidator tickets the Contractor shall be entitled to:

• Payment for the cost of the ticket.

• Reimbursement of a credit card merchant fee; (should an “and” or an “or” go here?)

• It’s per ticket fee.

g. The Contractor shall provide personnel to implement and support the Contract. Described below are the personnel minimums required in the performance of the Contract.

• The Contractor shall have a Contract Administrator. This person shall coordinate closely with the Contract Monitor. This person shall have at least three (3) years’ experience in the delivery of volume travel services (air, rail, hotel, and rental cars, and group ticketing) with at least 10,000 transactions per year. This person is the designated single point of contact for the Contractor in all communications with the Contract Monitor, with the authority and knowledge to resolve customer complaints, billing complaints, Contract matters, and errors on behalf of the Contractor.

• Reservation Agents. The Contractor’s reservation agents serving this Contract shall have experience in corporate travel reservations, including air, bus, rail, hotel, rental car, and international reservations. During the term of the Contract, the Contractor’s personnel must be familiar with the State’s lowest logical fare policy (COMAR 23.02.01.03) and the requirements of this Scope of Work (Section 2).

h. The Contractor shall describe detailed plans to train Travel Coordinators about key procedures for the State’s travel arrangement.

i. The Contractor shall describe a continuing education plan for staff, how they keep up to date with travel industry changes, trends, and an organizational chart indicating the proposed staffing configuration. The proposed staffing configuration must include the number of travel agents, based on the estimated volume of travel, with a description of how the Offeror will configure services for the State.

2.3 Contractor Responsibilities and Tasks

2.3.1 Service Level Agreements (SLAs)

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The Contractor shall:

The Contractor shall meet and maintain measurable Service Level Agreements (SLAs) throughout the Contract term. SLAs are a material requirement of this Contract and are intended to ensure high-quality, transparent, and accountable service delivery across all agencies. SLAs shall also be tracked by high level State executives. SLAs not met will require remediation as prescribed and agreed to by the State and the Contractor.

At a minimum, SLAs shall include:

● Average speed to answer calls

● Average response time to emails and electronic inquiries

● Online portal uptime and system availability

● Reservation accuracy and error rates

● Emergency response time for duty-of-care events

SLAs shall include clearly defined performance thresholds, reporting methodologies, and escalation procedures. Failure to meet established SLA thresholds may result in one or more of the following remedies, as determined by the State:

● Required corrective action plans

● Service credits applied for monthly invoices

● Financial penalties or liquidated damages for repeated or material failures

● Escalation to contract remedies, including potential termination for cause

SLA performance shall be reviewed at least quarterly with the Contract Monitor and may be adjusted by mutual agreement to reflect program maturity or changes in State needs.

2.3.2 General Responsibilities

● Maintain a dedicated toll-free number, and a dedicated web page/online portal during

State business hours

● Provide 24/7 emergency travel services with response within two (2) hours

● Ensure all reservations comply with State travel regulations, including lowest logical fare requirements

● Require State authorization numbers, or other State determined verification, prior to finalizing reservations. Emergency circumstances may be exempt.

2.3.3 Air, Rail, Lodging and Ground Transportation Services

● Arrange domestic and international air, rail and bus transportation

● Issue electronic tickets where applicable

● Notify travelers of schedule changes, delays, or cancellations

● Ensure all tickets reference the correct Agency and authorization numbers

● The Contractor shall charge a single service fee per trip. No additional fees may be charged without demonstration of need and industry standard.

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2.3.4 Lodging Services

● Explain lodging choices to the Traveler/Travel Coordinator including costs, amenities, and location

● Make lodging reservations at the lowest logical rate while using pre-negotiated rates

● For conference-related travel, support booking at the lower of conference negotiated hotel rates or Contractor negotiated rates

● Ensure full booking details are provided with the traveler at the time of booking

● Notify travelers of any changes or cancellations up to arrival at the booked site

Compensation: The Contractor shall receive compensation in the form of service fees for lodging bookings. The Contractor may elect to receive a hotel commission in lieu of the fixed service fee. Receiving both commission and fixed service fee is disallowed.

2.3.5 Rental Vehicle Services

● Reserve rental vehicles at the lowest logical rate while using pre-negotiated rates

● Ensure vehicle size is appropriate for travel needs and consistent with the State travel

Regulations

● Compensation: The Contractor shall receive compensation in the form of service fees for rental vehicle bookings. The Contractor may elect to receive a vendor commission in lieu of the fixed service fee. Receiving both commission and fixed service fee is disallowed

2.3.6 Ticket Delivery

● Electronic tickets are preferred where applicable

● If electronic ticketing is not available, the Contractor is responsible for ensuring the traveler has the necessary confirmations and paperwork to secure the services paid for by the State

2.3.7 Group and Special Travel

● Provide coordination for group travel (10+ travelers)

● Support large-scale executive and gubernatorial travel, including international trade missions

● Provide concierge services for groups and special travel

● All aspects of Sections, 2.3.2, 2.3.3, 2.3.4, 2.3.5 and 2.3.6 are applicable for group and special travel.

2.3.8 Online and Mobile Services

● Provide a secure, user-friendly travel portal supporting integrated booking, reporting, approvals, and duty-of-care functions

● Support full integration of Agency travel approval workflows within the portal, including automated authorization routing, approval tracking, and audit history

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● Ensure no travel reservations may be finalized through the portal without documented Agency approval, except as permitted for emergency travel

● Provide dashboards, FAQs, travel alerts, analytics, and traveler risk notifications

● Support reporting on booking timing (advance vs. last-minute bookings) and collaborate with DBM on strategies to increase advance bookings and savings

● Mobile access shall be provided for iOS and Android platforms and shall support the same approval, booking, reporting, and duty-of-care functionality as the web-based portal

● Mobile access shall provide the same security protocols as desktop access

2.4 Experience and Personnel

The Contractor shall provide:

● A Contract Administrator with at least five (5) years of high-volume travel management experience

● Experienced reservation agents trained in State travel policies and duty-of-care protocols

● Ongoing training for Travel Coordinators and Contractor staff, including traveler safety and emergency response procedures

● Participation in quarterly performance and program improvement meetings with the Contract

Monitor

● A rolling 12-month roadmap outlining planned improvements to the State’s travel program, including duty-of-care enhancements.

1. Strategic Partnership Requirements

2. Contractor to provide

3. Quarterly business reviews

4. Annual strategic reviews

5. Savings initiatives

6. Technology roadmap

7. Industry benchmarking

8. Program optimization recommendations

Conduct an annual business review with DBM and present recommendations for program improvements, emerging industry trends, technology enhancements, cost savings opportunities, and policy recommendations.

2.5 Reporting Requirements

The Contractor shall provide robust, transparent, and auditable data reporting to support DBM oversight, policy compliance, traveler safety, and continuous improvement of the State’s travel program.

While the reports outlined below are considered required from the Contractor, DBM also requires the ability to perform the related queries independently within the Contractor’s portal without fees or charges per query.

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Monthly Reports (within the first 5 business days of the month):

● Total sales (air, rail, hotel, rental car)

● Number of transactions and passengers

● Total fees paid

● Detailed cost-savings metrics, including the source of savings (conference rate, negotiated rate, rebooking, advance purchase, waivers)

● Trip changes and incident reports

● Booking method (agent-assisted vs. portal)

● Booking timing (advance purchase metrics)

● Duty-of-care incidents, alerts issued, and traveler response metrics

Quarterly Reports (within the first 5 business days of the quarter):

● Aggregated travel spending and incident metrics (detailed in above monthly reports)

● Trend analysis of costs, discounts, booking behaviors, and traveler risk events, with identification of opportunities for additional savings, policy improvements, or risk mitigation

Annual Reports (within 30 days of fiscal year end):

● Compilation of details outlined in above monthly and quarterly reports with accentuated attention to trend and cost savings activity

The Contractor shall provide robust, transparent, and auditable data reporting to support DBM oversight, policy compliance, and continuous improvement of the State’s travel program.

2.6 State’s Duty of care and Traveler Safety obligations

The Contractor shall support the State’s Duty of care and Traveler Safety obligations by providing traveler location mapping, mass notification capability, emergency communication tools, international risk monitoring, and traveler acknowledgment tracking.

At a minimum, the Contractor shall: Maintain the ability to locate and account for travelers in real time or near–real time based on itinerary and booking data; Provide proactive alerts to travelers and Travel Coordinators regarding safety, security, weather, health, or geopolitical risks that may impact travel;

Provide 24/7 emergency assistance to travelers, including support for itinerary changes, evacuation coordination, and alternate travel arrangements; Maintain documented, tested procedures for responding to emergencies, disruptions, or critical incidents affecting State travelers; Coordinate with the Contract Monitor and designated Agency contacts during emergency situations; Ensure duty-of-care capabilities extend to both domestic and international travel.

Failure to meet duty-of-care requirements, including delayed response during emergencies or inadequate traveler tracking, may be treated as an SLA failure and subject to service credits, financial penalties, or other contractual remedies.

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The Contractor shall not replace or assume State decision-making authority regarding traveler safety but shall provide timely intelligence, recommendations, and operational support to enable informed State decisions.

The Contractor shall support the State’s duty of care obligations by providing tools, processes, and support to enhance traveler safety before, during, and after official State travel.

2.7 Information Technology and Data Security

The Contractor shall comply with all State IT security standards, including:

● Separation of production and non-production environments

● Encryption of all sensitive data at rest and in transit

● NIST-aligned cybersecurity controls

● Incident response and breach notification within required timeframes

Security provisions survive contract termination and must be flowed down to sub-contractors.

2.8 Contract Transition

The Contractor shall:

● Provide a detailed transition-in plan

● Support training and onboarding

● Provide 60 days of transition-out support at contract end

● Return or securely destroy all State data in accordance with the National Institute of Standards and Technology (NIST), as well as DBM records retention requirements

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3 Standard Terms and Conditions

3.1 Contract Initiation Requirements

The Contractor shall have a transition plan for assuming the work outlined within this RFP that is currently being performed by the incumbent Contractor that addresses all issues set forth in the RFP Sections 2.2 and 2.3 and for training the Contract Monitor. The draft transition plan shall be submitted with the Technical Proposal (See Section 5.3). The final transition plan must be delivered to the Contract Manager at the contract kick-off meeting.

Once all approvals have been obtained and the Contract is fully executed, the Procurement Officer may schedule a kickoff meeting to be held prior to commencement of Contract performance.

3.1.1 The Contractor shall have a detailed implementation plan for establishing State travel services including tasks, schedules, man-hours and any State assistance necessary for implementation.

3.1.1.1 Kickoff Meeting

The Contractor shall attend a Kickoff meeting with the Contract Monitor within 5 days after Contract Commencement. The purpose of this meeting is to discuss orientation materials and topics as well as any:

Detailed implementation plan

Data migration plan

User acceptance testing

Training schedule: To include at least three statewide virtual sessions for the travel coordinators provided by the vendor and prior to Go-live.

Communication plan

Go-live readiness review other program related issues. The meeting will be held in Annapolis with time and duration to be mutually agreed upon between the Contractor’s Contract Administrator and the Contract Monitor.

3.1.2 Orientation

The Contractor shall assist the Contract Monitor in performing an initial orientation program for the State’s Travel Coordinators. The orientation program shall be held at 45 Calvert Street, Annapolis, MD. The program will be conducted about 10 days after Contract Commencement and will last approximately two hours in duration.

3.1.2.1 The Contractor shall supply orientation materials to all attendees of the orientation programs. There will be approximately 175 travel coordinators trained in these materials. The Contractor shall supply orientation materials that include contact information, procedures for obtaining travel services, and a description of contracted services. Materials shall continue to be available upon request during the term of the Contract to any Traveler, RFP for Travel Services for the State of Maryland Page 20 of 50

Travel Coordinator, or State employee. The Contractor may be required to provide annual Agency specific updates to the orientation materials upon request by the Contract Monitor.

3.1.2.2 Upon the Contract commencement date, the DBM website for the Travel Services for the State of Maryland Contract will contain the contact information of the Contractor. The Contractor must provide the following information at a minimum for entry on the DBM website:

A. Contractor’s Name as designated by the Maryland State Department of Assessment and Taxation; and

B. A URL link to the Contractor’s website where users are directly linked to the Contractor’s services

3.2 End of Contract Transition

3.2.1 The Contractor shall provide transition assistance as requested by the State to facilitate the orderly transfer of services to the State or a follow-on contractor, for a period up to 90 days prior to the Contract end date, or the termination thereof. Such transition efforts shall consist, not by way of limitation, of:

A. Provide additional services and support as requested to successfully complete the transition;

B. Maintain the services called for by the Contract at the required level of proficiency;

C. Provide updated System Documentation (see Appendix 1), as appropriate; and

D. Provide current operating procedures (as appropriate).

3.2.2 The Contractor shall work toward a prompt and timely transition, proceeding in accordance with the directions of the Contract Monitor. The Contract Monitor may provide the Contractor with additional instructions to meet specific transition requirements prior to the end of the Contract.

3.2.3 The Contractor shall ensure that all necessary knowledge and materials for the tasks completed are transferred to the custody of State personnel or a third party, as directed by the Contract Monitor.

3.2.4 The Contractor shall support end-of-Contract transition efforts with technical and project support to include but not be limited to:

A. The Contractor shall provide a draft Transition-Out Plan 120 Business Days in advance of Contract end date.

B. The Transition-Out Plan shall address at a minimum the following areas:

1. Any staffing concerns/issues related to the closeout of the Contract;

2. Communications and reporting process between the Contractor and the Contract Monitor;

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3. During the last week of the Contract, the Contractor shall turn over to the successor Contractor all outstanding travel requests daily it receives prior to the expiration, and up to the end of the Contract, regardless of the date of commencement of travel.

Contractor shall continue to provide customer assistance on all ticketed reservations made prior to Contract expiration up to the conclusion of the travel; and

4. The Contractor shall ensure all documentation and data handling including, but not limited to, System Documentation and current operating procedures, is current and complete with a hard and soft copy in a format prescribed by the Contract Monitor.

3.2.5 Return and Maintenance of State Data

A. Upon termination or the expiration of the Contract Term, the Contractor shall: (a) return to the State all State data in either the form it was provided to the Contractor or in a mutually agreed format along with the schema necessary to read such data; (b) preserve, maintain, and protect all State data until the earlier of a direction by the State to delete such data or the expiration of 90 days (“the retention period”) from the date of termination or expiration of the Contract term; (c) after the retention period, the Contractor shall securely dispose of and permanently delete all State data in all of its forms, such as hard drives, cloud backup, CD/DVD, and paper backup such that it is not recoverable, according to National Institute of Standards and Technology (NIST)-approved methods with certificates of destruction to be provided to the State; and (d) prepare an accurate accounting from which the State may reconcile all outstanding accounts. The final monthly invoice for the services provided hereunder shall include all charges for the 90-day data retention period.

B. During any period of service suspension, the Contractor shall maintain all State data in its then existing form, unless otherwise directed in writing by the Contract Monitor.

C. In addition to the foregoing, the State shall be entitled to any post-termination/expiration assistance generally made available by Contractor with respect to the services.

3.3 Invoicing

3.3.1 General

A. The Contractor shall submit all invoices electronically to the Contract Monitor at the designated email address, or such alternative address as may be provided by the State.

B. All invoices must be verified by the Contractor as accurate at the time of submission and must comply with the requirements of a Proper Invoice as defined by COMAR

21.06.09.01 and .02.

C. To be considered a Proper Invoice, each invoice shall include, at a minimum:

1. Contractor name and address

2. Remittance address

3. Federal taxpayer identification (FEIN) number

4. Invoice period

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5. Invoice date and unique invoice number

6. State Contract number

7. State (Blanket) Purchase Order number(s), as applicable

8. Description of services provided

9. Amount due

10. Any additional documentation required by the Contract

D. Invoices that contain both fixed price and time and material items shall clearly identify each item as either fixed price or time and material billing.

E. The Department reserves the right to reduce or withhold Contract payment in the event the Contractor does not provide the Department with all required deliverables within the time frame specified in the Contract or otherwise breaches the terms and conditions of the Contract until such time as the Contractor brings itself into full compliance with the Contract.

F. Any action on the part of the Department, or dispute of action by the Contractor, shall be in accordance with the provisions of Md. Code Ann., State Finance and Procurement Article §§ 15-215 through 15-223 and with COMAR 21.10.04.

G. The State is generally exempt from federal excise taxes, Maryland sales and use taxes, District of Columbia sales taxes and transportation taxes. The Contractor; however, is not exempt from such sales and use taxes and may be liable for the same.

H. Invoices for final payment shall be clearly marked as “FINAL” and submitted when all work requirements have been completed and no further charges are to be incurred under the Contract. In no event shall any invoice be submitted later than 60 calendar days from the Contract termination date.

3.3.2 Payment Structure and Method of Payment

A. All travel reservations (including airfare, rail, lodging, and rental vehicles) shall be paid at the time of booking using the State’s authorized payment method, including but not limited to a State-issued “Ghost Credit Card” (Corporate Purchasing Card or equivalent)

B. The Contractor shall not invoice the State for the cost of travel reservations that are paid at the time of booking via the State’s payment mechanism.

C. The Contractor shall be compensated solely through service fees, as defined in Attachment B – Financial Proposal.

3.3.3 Service Fee Invoicing

A. The Contractor shall invoice service fees only on a monthly basis to the Department of Budget and Management (DBM).

B. A single, consolidated invoice shall be submitted monthly to DBM.

C. The invoice shall clearly delineate all service fees charged during the billing period.

D. Each service fee must be tied to a specific travel transaction.

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E. At a minimum, the invoice must include:

i. Traveler name

ii. Agency name

iii. Travel authorization number

iv. Date of booking

v. Description of trip (e.g., air, rail, lodging, rental)

vi. Associated service fee

vii. Total fees due for the billing period

viii. No service fees shall be charged for cancellations, voids, refunds, exchanges, or unused tickets, unless otherwise explicitly authorized in the Contract.

3.3.4 Agency-Level Billing Reports

A. In addition to the monthly invoice submitted to DBM, the Contractor shall provide detailed billing reports to each Agency monthly. These reports shall:

A.1 Reflect all trips booked during the reporting period A.2 Include both travel expenses (paid at time of booking) and associated service fees A.3 Provide sufficient details to allow each Agency to reconcile transactions against their internal records and payment method (e.g., Ghost Card statements) B. At a minimum, Agency reports shall include:

B.1 Traveler name B.2 Travel dates and itinerary summary B.3 Vendor (airline, hotel, rental car, etc.)

B.4 Total travel cost B.5 Form of payment (e.g., Ghost Card) B.6 Service fee charged B.7 Authorization number B.8 Booking method (agent or online)

C. The Contractor has not submitted satisfactory documentation or other evidence reasonably required by the Procurement Officer or by the Contract concerning performance under the Contract and compliance with its provision

3.3.5 Invoice Submission Schedule

A. The Contractor shall submit invoices and reports in accordance with the following schedule:

i. Monthly (Required)

ii. One consolidated invoice to DBM for service fees only

iii. One detailed billing report to each Agency

iv. Annual or Other Charges (if applicable

v. Any fixed or annual pricing elements identified in Attachment B shall be billed in equal monthly installments unless otherwise specified

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3.3.6 Disputed or Non-Payable Amounts

An amount shall not be deemed due and payable if:

A. The amount invoiced is inconsistent with the Contract;

B. The proper invoice has not been received by the party or office specified in the

Contract;

C. The invoice or performance is in dispute, or the Contractor has failed to otherwise comply with the provisions of the Contract;

D. The item or services have not been accepted;

E. The quantity of items delivered is less than the quantity ordered;

F. The items or services do not meet the quality requirements of the Contract;

G. If the Contract provides for progress payments, the proper invoice for the progress payment has not been submitted pursuant to the schedule;

H. If the Contract provides for withholding a retainage and the invoice is for the retainage, all stipulated conditions for release of the retainage have not been met; or I. The invoice lacks required documentation.

J. The Contractor is otherwise not in compliance with Contract requirements.

3.4 Liquidated Damages

3.4.1 MBE Liquidated Damages

MBE liquidated damages are identified in Exhibit 2 – Sample Contract.

3.4.2 Liquidated Damages other than MBE

Liquidated damages other than MBE are identified in Exhibit 2 – Sample Contract.

3.5 Problem Escalation Procedure

A. The Contractor must provide and maintain a Problem Escalation Procedure (PEP) for both routine and emergency situations. The PEP must state how the Contractor will address problem situations as they occur during the performance of the Contract, especially problems that are not resolved to the satisfaction of the State within appropriate timeframes.

B. The process for establishing the existence of a problem;

C. Names, titles, and contact information for progressively higher levels of personnel in the Contractor’s organization who would become involved in resolving a problem;

D. For each individual listed in the Contractor’s PEP, the maximum amount of time a problem will remain unresolved with that individual before the problem escalates to the next contact person listed in the Contractor’s PEP;

E. Expedited escalation procedures and any circumstances that would trigger expediting them;

F. The method of providing feedback on resolution progress, including the frequency of feedback to be provided to the State;

G. Contact information for people responsible for resolving issues after normal business hours (e.g., evenings, weekends, holidays) and on an emergency basis; and

H. A process for updating and notifying the Contract Monitor of any changes to the PEP.

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I. The PEP must be updated within ten (10) Business Days after any change in circumstance which changes the PEP but not less than annually within ten (10) Business Days after the start of each Contract year.

J. Nothing in this section shall be construed to limit any rights of the Contract Monitor or the State which may be allowed by the Contract or applicable law.

3.6 Work Orders

THIS SECTION IS INAPPLICABLE TO THIS RFP.

3.7 Payments by Electronic Funds Transfer

By submitting a Proposal in response to this solicitation, the Offeror, if selected for award:

Agrees to accept payments by electronic funds transfer (EFT) unless the State Comptroller’s Office grants an exemption. Payment by EFT is mandatory for contracts exceeding $200,000. The successful Offeror shall register using the COT/GAD X-10 Vendor Electronic Funds (EFT) Registration Request Form.

Any request for exemption must be submitted to the State Comptroller’s Office for approval at the address specified on the COT/GAD X-10 form, must include the business identification information as stated on the form, and must include the reason for the exemption. The COT/GAD X-10 form may be downloaded from the Comptroller’s website at:

http://comptroller.marylandtaxes.com/Vendor_Services/Accounting_Information/Static_Files/GADX 10Form20150615.pdf.

3.8 Prompt Payment Policy

This procurement and the Contract(s) to be awarded pursuant to this solicitation are subject to the Prompt Payment Policy Directive issued by the Governor’s Office of Small, Minority & Women Business Affairs (GOSBA) and dated August 1, 2008. Promulgated pursuant to Md. Code Ann., State Finance and Procurement Article, §§ 11-201, 13-205(a), and Title 14, Subtitle 3, and COMAR

21.01.01.03 and 21.11.03.01, the Directive seeks to ensure the prompt payment of all subcontractors on non-construction procurement contracts. The Contractor shall comply with the prompt payment requirements outlined in the Contract, Section 31 “Prompt Pay Requirements” (see Exhibit 2 - Sample Contract). Additional information is available on GOSBA’s website at:

http://www.gomdsmallbiz.maryland.gov/documents/legislation/promptpaymentfaqs.pdf.

3.9 Federal Funding Acknowledgement

This Contract does not contain federal funds.

3.10 Conflict of Interest Affidavit and Disclosure

The Offeror shall complete and sign the Conflict-of-Interest Affidavit and Disclosure (Attachment I) and submit it with its Proposal.

By submitting a Conflict-of-Interest Affidavit and Disclosure, the Contractor shall be construed as certifying all Contractor Personnel and subcontractors are also without a conflict of interest as defined in COMAR 21.05.08.08A.

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Additionally, a Contractor has an ongoing obligation to ensure that all Contractor Personnel are without conflicts of interest prior to providing services under the Contract. For policies and procedures applying specifically to Conflict of Interests, the Contract is governed by COMAR 21.05.08.08.

Participation in Drafting of Specifications: Disqualifying Event: Offerors are advised that Md. Code Ann. State Finance and Procurement Article §13-212.1(a) provides generally that “an individual who assists an executive unit in the drafting of specifications, an invitation for bids, a request for proposals for a procurement, or the…