USFK Draft PWS 1 April 2025.docx

Performance Work Statement (PWS) Defense Travel Management Office (DTMO) Travel Management Company (TMC) Service United States Forces Korea (USFK) Contract

1 April 2025

SECTION 1 – PERFORMANCE WORK STATEMENT

1.0 BACKGROUND AND OBJECTIVES

1.1 INTRODUCTION

The Defense Travel Management Office (DTMO), on behalf of the Department of Defense (DoD), requires Travel Management Company services from contractors knowledgeable in all areas of travel services to support official travel activities of authorized DoD travelers.

1.2 BACKGROUND

The Defense Human Resources Activity (DHRA) is a DoD Field Activity of the Office of the Under Secretary of Defense for Personnel and Readiness (OUSD (P&R).

The DTMO was established in February 2006 to serve as the single focal point for commercial travel within the DoD, establishing strategic direction, setting policy, and centrally managing commercial travel programs. The DTMO maintains central oversight for commercial travel management, travel policy and implementation, customer support and training, DoD travel card program management, and functional oversight for the DoD Online Booking Tool (OBT). The DTMO functions as the single customer representative for all designated United States Forces Korea (USFK) activities and facilities requiring support to include Department of Defense Agencies located on the USFK bases/facilities and Joint Base personnel. The DTMO has overall responsibility for procuring Travel Management Company (TMC) services on behalf of DoD. TMC services managed by the DTMO are currently provided to DoD locations worldwide by multiple TMC service providers, comprised of both large and small businesses.

Contractors must have the ability, knowledge, and skills in the areas of information technology, call center services, Global Distribution Systems (GDS), Government travel suppliers, Government travel policy (Joint Travel Regulation [JTR], and the Defense Transportation Regulations [DTR]). Contractors shall ensure that TMC services performed are within policy guidelines and use Government preferred suppliers, unless a valid exception applies. TMC services shall provide the Government with an overall best value.

The USFK requires TMC services to be provided for DoD travelers to arrange official travel to include travel by civilians on invitational travel authorizations in connection with official business of the United States Government and performed under orders at the expense of Federal appropriated and non-appropriated funds, with the exclusion of Leave In Conjunction With Official (LICWO) travel. The awarded TMC shall provide support to DoD travelers by making reservations and issuing tickets for commercial modes of transportation, making reservations for car rental and lodging, and performing related services such as reporting and maintenance of records. TMC services shall include the following services:

· TMC Assist Travel Arrangements

· DoD OBT Travel Arrangements

· Centrally Billed Account (CBA)/ Unit Card (UC) Reconciliation

· Movement of Human Remains

· Pet Travel

· Delivery of Reports

· Providing Global Distribution System (GDS) Terminals / GDS Web Account Access Credentials

· Maintaining Security of Personnel Data/Privacy Act Enforcement

· LICWO

· Air Mobility Command Patriot Express (AMC/PE) arrangements Transition to new service providers is a process that must be accomplished methodically and comprehensively to avoid service disruption. TMC services are not immediately transferable and require a period of transition to ensure seamless continuity of services.

1.3 SCOPE

DoD requires travel services that shall be compatible with the existing DoD OBT platform. The TMC shall have multiple reporting requirements for the existing DoD OBT. Based on the required level of performance incorporated in this solicitation, DoD expects vendors to propose robust Information Technology (IT) solutions that are sufficiently flexible to ensure compatibility with the existing DoD OBT and any revised versions.

The Contractor shall at a minimum:

· Provide all personnel, equipment, facilities, licenses, materials, resources, supplies, and services and perform all the tasks necessary to meet all requirements of the PWS as set forth below.

· Provide travel services for authorized travelers for designated USFK facilities located in Korea to include DoD Agencies located on these USFK facilities. All tasks shall be performed in accordance with the PWS including travel services and reservations made using the DoD OBT and TMC Assist/Non-DoD OBT. In the event that local business rules conflict with PWS requirements, the PWS will take precedence.

· Demonstrate the ability to process, receive, and send DoD OBT reservations upon successful completion of the required PNR Validation (Attachment 1) process.

· Demonstrate customer service to ensure the DoD traveler needs are met.

1.4 ACRONYMS AND DEFINITIONS

1.4.1 ACRONYMS

Accounting and Management Information System (AMIS) (e.g., back-office system) Air Mobility Command (AMC) Army Medical Center (AMC) Area of Responsibility (AOR) Army National Guard (ARNG) Army Privatized Lodging (PAL) Program Centrally Billed Account (CBA) Centrally Billed Account System (CBARS) Certificate of Non-availability (CNA)/Non-Availability Confirmation Number Change Request (CR) Charge Card Vendor (CCV) Chief Financial Officer (CFO) City Pair Program (CPP) Civil Reserve Air Fleet (CRAF) Code of Federal Regulations (CFR) Combined Forces Command (CFC) Comma Separated Values (CSV) Commercial Travel Information Management (CTIM) Common Access Card (CAC) Continental United States (CONUS) Contract Discrepancy Report (CDR) Contract Line-Item Number (CLIN) Contracting Officer (CO) Contracting Officer Representative (COR) Contractor Acquired Government Owned Property (CAP) Controlled Unclassified Information (CUI) Defense Biometrics Identification System (DBIDS) Defense Commissary Agency (DECA) Defense Contract Management Agency (DCMA) Defense Counterintelligence and Security Agency (DCSA) Defense Energy Support Center (DESC) Defense Federal Acquisition Regulation Supplement (DFARS) Defense Finance and Accounting Service (DFAS) Defense Human Resources Activity (DHRA) Defense Industrial Base (DIB) Defense Information Systems Agency (DISA) Defense Logistics Agency (DLA) Defense Switched Network (DSN) Defense Travel Management Office (DTMO) Defense Table of Official Distances (DTOD) Defense Threat Reduction Agency (DTRA) Defense Transportation Regulation (DTR) Defense Travel Management Travel Explorer (TraX) Passport Defense Travel Modernization (DTM) Department of Defense (DoD) Department of Defense Directive (DoDD) Department of Defense Education Activity (DoDEA) Department of Defense Financial Management Regulation (DoD FMR) Department of Defense Identification Number (DoD ID) Department of Defense Information System Security Officer (DoD ISSO) Department of Defense Instruction (DoDI) Department of Defense IT Portfolio Repository (DITPR) Department of Defense Online Booking Tool (DoD OBT) Department of Homeland Security (DHS) Defense Human Resources Activity (DHRA) Door Frame Metal Detectors (DFMD) Electronic Questionnaire for Investigations Processing (eQIP) Enterprise Mission Assurance Support Service (eMASS) Federal Acquisition Regulation (FAR) Federal Bureau of Investigation (FBI) Federal Emergency Management Agency (FEMA) Federal Information and Processing Standards (FIPS) Federal Information Security Modernization Act (FISMA) Federal Travel Regulation (FTR) Fighter Wing (FW) File Transfer Protocol (FTP) Fiscal Year to Date (FYTD) Force Protection Condition (FPCON) Foreign Clearance Program (FCP) Freedom of Information Act (FOIA) General Schedule (GS) General Services Administration (GSA) Global Air Transportation Execution System (GATES) Global Distribution System (GDS) Government Corporate Discount Number (CD Number) Government Furnished Equipment (GFE) Government Furnished Property (GFP) Government Travel Charge Card (GTCC) Government Transportation Request (GTR) Homeland Security Presidential Directive (HSPD) In Accordance With (IAW) Individually Billed Account (IBA) Individual Subcontract Report (ISR) Information Security (IS) Installation Transportation Officer (ITO) Integrated Lodging Program (ILP) International Air Transport Association (IATA) Invitational Travel Authorization (ITA) Invoice Processing Platform (IPP) Joint Base (JB) Joint Ethics Regulation (JER) Joint Police Information Center (JPIC) Junior Reserve Officers’ Training Corps (JROTC) Known Traveler Number (KTN) Korean Augmentation to the United States Army (KATUSA) Korean General Schedule (KGS) Korean National Police Agency (KNPA) Korean Service Corps (KSC) Leave In Conjunction With Official Travel (LICWO) Local Area Network (LAN) Local Payment of Airline Tickets (LOPA) Lowest Logical Airfare (LLA) Management Information System (MIS) Management Service Fee (MSF) Marine Corps Air Station (MCAS) Marine Corps Base (MCB) Marine Corps Logistics Base (MCLB) Military Air Transportation Agreement (MATA) Multiple Award Schedules (MAS) National Agency Check with Inquiries (NACI) National Background Investigation Services (NBIS) National Institute of Standards and Technology (NIST) Neutral Nations Supervisory Commission (NNSC) No Later Than (NLT) Office of Personnel Management (OPM) Office of the Under Secretary of Defense (OUSD) Personnel and Readiness (P&R) Online Booking Tool (OBT) Operations Security (OPSEC) Organizational Conflict of Interest (OCI) Other Service Information (OSI) Outside Continental United States (OCONUS) Passenger Name Record (PNR) Passenger Reservation Center (PRC) Passenger Transportation Officer (PTO) Past Performance Questionnaire (PPQ) Patriot Express (PE) Performance Work Statement (PWS) Permanent Change of Station (PCS) Permanent Duty Travel (PDT) Personally Identifiable Information (PII) Personnel Security Program (PSP) Point of Contact (POC) Point of Sale (POS) Premium Class Travel Reporting Tool (PCTRT) Privately Owned Vehicle (POV) Program Management Office (PMO) Pseudo City Code (PCC) Public Key Infrastructure (PKI) Quality Assurance Evaluator (QAE) Quality Assurance Surveillance Plan (QASP) Quality Control Plan (QCP) Quick Response code (QR) Republic of Korea (ROK) Reserve Officers’ Training Corps (ROTC) Request for Information (RFI) Request for Quote (RFQ) Secure Access File Exchange (SAFE) Small Business Participation Commitment Document (SBPCD) Secure Communications Portal (SCP) Service Level Agreement (SLA) South Korea Status of Forces Agreement (SOFA) Special Service Request (SSR) Standard Operating Procedure (SOP) Subscriber Identification Number (SID) Summary Subcontract Report (SSR) Taxpayer Identification Number (TIN) Temporary Duty Assignment (TDY) Tickets are Waiting (TAW) Traffic Management Office (TMO) Traffic Manager (TM) Transportation Officer (TO) Transportation Security Administration (TSA) Travel Assistance Center (TAC) Travel Authorization Number (TANUM) Travel Management Company (TMC) Travel Services Solutions (TSS) Uniform Resource Locator (URL) United Nations Command (UNC) United Nations Command, Military Armistice Commission (UNCMAC) United States Air Force (USAF) United States Army (USA) United States Army Corps of Engineers (USACE) United States Code (U.S.C.)

United States Dollar (USD) United States Forces Korea (USFK) United States Government Rental Car Agreement (USGRC) Workforce Improvement Program (WIP)

1.4.2 DEFINITIONS

Abandoned Call – An abandoned call is a call, or other type of contact, made to a call / contact center that is ended while a person is on hold and before any conversation occurs.

Advance Credits – Ticket refunds credited by the Contractor on the Centrally Billed Account (CBA) that allows the activity to receive immediate credits for unused tickets.

Agent – An approved representative or company that provides a service, typically one that involves organizing transactions between two parties. This representative may or may not be a member of nationally recognized organizations.

Air Mobility Command Patriot Express (AMC/PE) – Department of Defense (DoD) contracted commercial charter flights that provide movement of authorized travelers. Flights operate between military and/or commercial airports.

Airline Reporting Corporation (ARC) – An airline-owned company serving the travel industry with financial services, data products and services, ticket distribution, and settlement in the United States, Puerto Rico, and the U.S. Virgin Islands.

Auto-book – To book via automation/automated system or online booking tool.

Authorizing Official (AO) – The official at the operational level who has the responsibility for the mission and the authority to obligate funds to support TDY travel for the mission. The AO authorizes only travel necessary to accomplish the mission of the Government.

Back Office System – Accounting, invoicing, and customer service software. Frequently used to process and verify weekly sales reports. Types of reports include financial, customer travel patterns, settlement, general ledger, and accounting. An automated system interface with the Contractor’s GDS that collects and reports data for management information reports and financial accounting.

Billing and Settlement Plan (BSP) – A service provided by the International Air Transport Association (IATA). BSP is a system designed to facilitate and simplify the selling, reporting and remitting procedures of IATA Accredited Passenger Sales Agents, as well as improve financial control and cash flow for BSP Airlines.

Broker – The practice of a person, company, or carrier acting as an intermediary for one or more carriers when offering services for Government requirements without being annotated as that specific carrier’s Government representative/agent.

Bus Charter Transaction – A transaction for which arrangements are made for multiple passengers to travel on one or more motor coaches/buses.

Bus Individual Transaction – A transaction for which arrangements are made for an individual passenger to travel on a single bus reservation and ticketing in accordance with industry standards.

Business Hours – The hours during the day in which business is commonly conducted.

Business Rules – A set of rules developed for DoD travelers, administrative and supervisory personnel and TMC service providers that outline guidelines that are used to support the travel needs of a specific location, (e.g., after-hours support, premium class travel, etc.).

Calls Offered - The total number of calls that are presented to a system or a queue. This includes all calls that attempt to connect, regardless of whether they are answered, abandoned, or redirected.

Carrier Code - The carrier code identifies the airline of the ticket transaction.

Centrally Billed Account (CBA) – A travel card/account set up by the GSA SmartPay® contractor at the request of the agency/organization. These may be card, cardless, or virtual accounts. Payments are made directly to the GSA SmartPay® contractor by the agency or organization.

Certificate of Non-Availability (CNA) - Non-Availability Confirmation Number – Number provided by DoD lodging facilities when no rooms are available.

Commercial Lodging – A facility that provides lodging accommodations that are not located on a military installation.

Common Access Card (CAC) – The CAC, a "smart" card about the size of a credit card, is the standard identification for active-duty uniformed Service personnel, Selected Reserve, DoD civilian employees, and eligible contractor personnel.

Commission – Any compensation by a Contractor, when the same is calculated, in whole or in part, as a percentage on the amount of the transaction or in any manner as a flat-fee received by the Contractor.

Common Carrier (Carrier) – Types of common carrier authorized – airline, train, ship, bus, or other transit system. The basic requirements for using common carrier transportation fall into three categories: a.) Using contract carriers, when available and if the Government agency is a mandatory user of GSA’s CPP. b.) Using coach class (economy) service, unless other than coach class is authorized. c.) Mandatory use of U.S. Flag Carrier (or ship) service for air or ship passenger transportation.

Contractor Travel Transaction – Any transaction for which the services of the TMC are used to book and/or ticket travel arrangements for Contractors.

Defense Travel System (DTS) – DoD’s current fully integrated, automated, end-to-end travel management system that enables DoD travelers to create authorizations (TDY travel orders), prepare reservations, receive approvals, generate travel vouchers, and receive a split reimbursement between their bank accounts and the Government Travel Charge Card (GTCC) vendor. This solution may be replaced in the future as part of the DTMO’s Defense Travel Modernization (DTM).

Department of Defense Identification Number (DoD ID) – A ten-digit number that serves as the Known Traveler Number (KTN) of an individual enrolled in the TSA Pre-check✓® program. This number is also known as the KTN.

Department of Defense Integrated Lodging Program (ILP) – Includes DoD Lodging, Government Privatized Lodging and DoD Preferred® Commercial Lodging.

Department of Defense Lodging – Government lodging facilities that are owned/leased and operated by the DoD. DoD lodging facilities that are bookable in DoD OBT meet adequacy standards are included in the ILP.

Department of Defense OBT Transaction – A transaction requiring ticketing for PNR(s) created by the system to include processes required by the TMC to meet all PWS requirements.

Department of Defense Online Booking Tool (DoD OBT) – DoD OBT is an integrated program that comprises traditional travel services and is an end-to-end system, which includes processes such as application of simplified rules and entitlements, standardized DoD business processes, e-commerce of the DoD’s temporary duty (TDY) process, automated management information system (MIS) and a seamless travel process. See also Defense Travel System (DTS) definition.

Distribution Management Officer - See definition for Transportation Officer.

DoD Preferred® – Is managed by the Defense Travel Management Office (DTMO) under section 642 of the FY21 National Defense Authorization Act, which provides DoD the authority to direct travelers to utilize specific types of lodging. DoD focuses primarily on a high level of quality for the program and participating hotels to ensure Duty of Care for DoD travelers. The program strategically sources commercial lodging properties that are required to meet specific quality, safety, and security requirements, and provide traveler conveniences and amenities at a rate that is a minimum of 10% below per diem. The number of properties selected for the program is determined by the estimated amount of lodging needed by DoD for DoD Personnel in an area. For additional information, please visit https://www.travel.dod.mil/Programs/Lodging/DoD-Preferred-Commercial-Lodging/Become-a-DoD Preferred-Hotel/, which provides more information on the program.

Domestic – A domestic flight is within one country. (e.g., flying from Frankfurt, GE [FRA] to Stuttgart, GE [STR]).

Emergency Staffed Office – A temporary staffed office at remote ticketing site(s) provided within 24 hours after notification from the Contracting Officer (CO), at the request of the government.

Emergency Travel Service – Emergency travel service (sometimes referred to as “Last Minute Travel”) provides reservation and ticketing support for travel needs meeting the following criteria: a) the call occurs before or after TO - defined established Core Hours and b) the travel will commence within the following 24 hours or C) the need to travel arises over the weekend or during a holiday for travel that will commence over the weekend or on the next business day, and the traveler cannot wait until the next business day to process reservations.

Federal Holiday - United States Federal Government holidays. Information about United States Federal Holidays is located at the following: http://www.opm.gov/Operating_Status_Schedules/fedhol/.

FedRooms® – Provides Federal Travel Regulation (FTR)-compliant hotel rooms at or below per diem with standard amenities for federal government travelers. Agencies should utilize FedRooms® when booking lodging for official duty travel to take advantage of the benefits and protections. For more information visit www.gsa.gov/fedrooms.

Frequent Traveler – An individual traveling one or more trips per month.

Frequent Traveler Account Number – A number or alphanumeric code assigned to an individual allowing participation in loyalty programs offered by airlines, rental car companies and lodging facilities.

Global Distribution System (GDS) – The GDS is a technology platform for multi-sourced travel content aggregation and distribution. The GDS enables the TMC to perform searches, view, comparison shopping, book and service airline, hotel accommodations, ground transportation and ancillary services. The platforms may offer a range of additional services including, but not limited to quality control, back-office integration, reservation management, and policy management. GDSs are used by TMCs, OBTs, ETS, & DTS to enable travel reservations, ticketing, and fulfillment.

Government-Designated Help Desk – Provides enterprise level support on a range of travel-related topics to include DoD OBT issues. The Help Desk is available to DoD travelers and TMC Contractors. (Currently known as the Travel Assistance Center [TAC]).

Government Privatized Lodging – Commercially operated and managed lodging facilities that are on DoD installations. Currently, only Privatized Army Lodging (PAL) that are available and meet adequacy standards at many U.S. Army installations in CONUS and non-foreign OCONUS locations are in the ILP. Also known as Public Private Venture (PPV).

Government Transportation Request (GTR) – Optional Form 1169, the Government document used to buy transportation services. GTRs are issued and used only for officially authorized passenger transportation for the account of the United States. GTRs may be used to pay for international air travel. For domestic air travel, GTRs may be used under special circumstances and for travel related expenses. Special domestic circumstances are defined as acts of God, emergency situations, and when buying a domestic ticket in the USA in conjunction with travel that originated overseas.

Group Passenger Movement – Ten or more passengers traveling together on the same day, on the same flight, for the same mission requiring group integrity, and identified as a group by the travel management system upon booking.

GSA SmartPay® Tax Advantage Travel Card Account – The GSA SmartPay Tax Advantage Travel Card Account is a product offering, under the SmartPay 3 award, which combines an IBA and CBA, providing a means to obtain tax exemption automatically at the point of sale for rental cars and lodging charges in the United States.

Human Remains Transaction – Any transaction for which the services of the TMC are used to arrange the movement of human remains.

Individually Billed Account (IBA) – A Government SmartPay® contractor-issued charge card issued to authorized employees to pay for official travel expenses for which the SmartPay® charge card contractor bills the employee.

Installation Transportation Officer (ITO) - Individual appointed by the Commander of military activity to perform traffic management functions for official travel. May also be called the Distribution Management Officer (DMO), Installation Transportation Officer (ITO), Traffic Manager (TM), Traffic Management Officer (TMO), Passenger Transportation Officer (PTO), Passenger Travel Specialist, Movement Control Team (MCT) or Branch Movement Control Team (BMCT).

International – An international flight is between two or more countries, (e.g., Frankfurt, GE [FRA] to Atlanta, GA [ATL]).

Joint Travel Regulations (JTR) – The Joint Travel Regulations (JTR) implements policy and law to establish travel and transportation allowances for Uniformed Service members (i.e. Army, Navy, Air Force, Marine Corps, Space Force, Coast Guard, National Oceanic and Atmospheric Administration, Commissioned Corps, and Public Health Service Commissioned Corps), Department of Defense (DoD) civilian employees, and others traveling at the DoD’s expense. Please visit https://www.travel.dod.mil/Policy Regulations/Joint-Travel-Regulations/ for more information.

Known Traveler Number (KTN) – A nine-digit number that serves as the known traveler number for an individual enrolled in the Transportation Security Administration (TSA) Pre-check program. The ten-digit DoD ID number serves as the KTN for DoD travelers. See also 48 CFR 1560.3.

Lead Defense Travel Administrator (LDTA) – Individual point of contact within the DoD for travel functions at a site/location, leader of the implementation team and manager of travel program sustainment. Responsible for establishing/overseeing the organization routing structure for approving and certifying travel. Establishes and maintains local business processes, monitors a "reject" e-mail address, assigns roles and permission levels procedures, maintains traveler profile information, adds, detaches, receives and deletes users and reports problems to the TAC.

Lead Quality Assurance Evaluator (LQAE) – Individual designated in writing by the CO to maintain liaison with the COR and the Contractor and to monitor contractor performance. The Services and Agencies may also designate an LQAE at the headquarters level.

Leave in Conjunction with Official travel (LICWO)/Leisure Travel: Any transaction for which the services of the TMC are used to book leisure travel requested by a traveler concurrent with and/or in addition to authorized official travel. This service may be offered if personal Leave in Conjunction with Official travel/Leisure travel services do not impede the official travel service levels under the contract.

Line of Accounting (LOA) – A data entity representing a DoD account used to finance travel.

Longest Delay in Queue (LDQ) – The longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

Lowest Logical Fare – The lowest applicable fares compliant with the Federal Travel Regulation and/or Foreign Affairs Manual, contract City Pair Program (CPP) airfare usage, agency policy, and reporting requirements.

Management Service Fee (MSF) – MSF method consists of charging a fixed fee per month for full performance of all contract requirements. See price proposal template for more information.

Military Working Dogs Transaction – Any transaction for which the services of the TMC are used to arrange transportation of Military Working Dogs.

Non-Availability (NA) Statement number – Number provided by DoD lodging facilities when no rooms are available.

Non-DoD OBT Entry Agent (NDEA) – A DoD employee designated by local command authority, which will input and digitally sign trip requests and reimbursement claims in the Web Portal on behalf of travelers who do not have access to the Web Portal. Formally called a Designated Government Entity.

Official Travel – Authorized travel and assignment solely in connection with business of the Government. Types of official travel may include Temporary Duty (TDY), Permanent Change of Station (PCS), Permanent Duty Travel (PDT), Recruitment travel, travel by Reserve Component/National Guard members, Leave in Conjunction with Official Travel (LICWO) / Leisure, and Evacuation Travel. Official travel also includes civilians in connection with official United States Government business, and travel performed under orders at the expense of federal appropriated and non-appropriated funds.

Online Booking Tool (OBT) – A web-based solution for making reservations for Air, Rail, Lodging, Rental Car, etc., without the support of a travel agent.

Other Service Information (OSI) - Requests are messages sent directly to the supplier to communicate traveler preferences or requirements. OSIs are used only for air segments. OSIs are typically used to notify a supplier of special circumstances such as a passenger that does not speak the local language.

Permanent Change of Station (PCS) / Relocation: The permanent assignment, detail, or transfer of a Service member, civilian employee, or unit to a different Official Station or Permanent Duty Station (PDS). A PCS / Relocation travel authorization / Order does not direct further assignment to a second new Official Station / PDS or return to the old Official Station / PDS. A PCS / Relocation travel authorization order does not specify the duty as temporary but may authorize Temporary Duty Travel (TDY) travel for House Hunting trips or enroute travel to the new Official Station / PDS.

Permanent Duty Travel (PDT) - Travel associated with a PCS. For Service members, permanent duty travel includes PCS, consecutive overseas tour, or in-place consecutive overseas tour and for civilian employee’s permanent duty, travel includes PCS, renewal agreement travel, first duty station travel, and separation travel.

Pet Travel Transaction – Any transaction for which the services of the TMC are used to make pet travel arrangements for PCS.

Point of Sale (POS) – The time and place at which a retail transaction (transaction fee) is charged.

Premium Class Travel Reporting Tool (PCTRT) – An automated reporting tool that allows the Government to collect premium and business class air and rail fare data ticketed by the Travel Management Company (TMC) and sends it to the appropriate Service/Agency Representative(s) for validation.

Privatized Lodging – Commercially operated and managed lodging facilities that are on DoD installations. Currently, only Privatized Army Lodging (PAL) that are available and meet adequacy standards at many U.S. Army installations in CONUS and non-foreign OCONUS locations are in the ILP.

Quality Assurance (QA) – Those actions taken by the Government to assure that services meet the requirements of the contract.

Quality Assurance Evaluators (QAE) – Individuals designated in writing by the CO to maintain liaison with the COR and the Contractor and to monitor Contractor performance at local sites. The Services and Agencies may also designate a LQAE at the headquarters level.

Redress Control Number – A record identifier for people who apply for redress through the Department of Homeland Security (DHS) Travel Redress Inquiry Program (DHS TRIP). DHS TRIP is for travelers who have been repeatedly identified for additional screening and who want to file an inquiry to have erroneous information corrected in DHS systems.

Service Level – A performance metric that measures the quality and efficiency of a call center's customer service. It refers to the percentage of calls answered within a specified time frame, usually expressed as "X% of calls answered within Y seconds."

Site Requested Staffed Office – An on-site travel office to include personnel and equipment that is ordered by the Government after contract award. The on-site office location shall be capable of providing travel supplies and services as required by the PWS. The site shall have the capability to support an increase in transactions in the event of a surge and determine their method of supporting the surge requirements and may include support from an off-site location.

Special Service Request (SSR) – A message sent directly to suppliers to communicate traveler preferences, special services needed by a traveler, or of a procedural requirement necessary of the carrier. SSRs include information such as meal preference or special assistance required the traveler.

Staffed Office – An on-site travel office to include personnel and equipment that is identified before the start of the contract by the Government. The on-site office shall be capable of providing travel services as required by the PWS. The site/location shall have the capability to support an increase in transactions in the event of a surge. The Contactor shall determine their method of supporting the surge requirements and may include support from an offsite location.

Surge Requirements – Increased travel volume requirements (e.g., common carrier delays and cancellations, due to an exercise, contingency, group deployment, holiday trainee travel, or holiday travel).

Transaction: A “Transaction” is defined as providing a particular service, in support of a single (one) trip/authorization, e.g., “Non GDS Air/Rail Surcharge,” “Leisure Travel,” “Cost-Constructed Travel,” etc.

In the Price Proposal Template, the Unit of Issue “Per Transaction” for Ancillary Services requested (e.g., “Non GDS Air/Rail Surcharge,” “Leisure Travel,” “Cost-Constructed Travel,” etc.), may be charged at the time the service is provided and is not refundable if the travel is subsequently canceled before or after ticketing.

An added “Per Transaction” fee may be incurred if changes in the trip/authorization require additional service(s) related to the itinerary.

Transaction Fee: The fee charged for travel and transportation arrangements for one Itinerary and the associated travel authorization.

Transaction A - Air and/or Rail Ticket with or without Lodging and/or Car Rental Reservations: Transaction A fee applies for all arrangements and reservations related to a single (one) itinerary for which an air or rail ticket is issued (paper or electronic). The fee includes making and changing reservations (air/rail, lodging, and/or car rental) for one or multiple locations. The fee may only be charged at the time of ticket issuance and is not refundable if the travel is subsequently canceled after ticketing. The transaction fee covers tracking of unused tickets and the processing of refunds or credits for unused tickets.

An added transaction fee may be incurred if changes in the itinerary require the issuance of a new ticket related to the itinerary. The contractor shall not charge a fee for cancellations made prior to issuance of tickets. Research of travel arrangements, changes to existing arrangements, and air/rail reservations for which air/rail tickets are not generated shall not be considered as a Transaction A transaction.

Transaction B - Lodging and/or Car Rental Reservations Only: Transaction B fee applies for all arrangements and reservations related to a single (one) itinerary for which an air or rail ticket is NOT issued. The fee includes making and changing lodging and/or car rental arrangements for one or multiple locations when air or rail transportation is not included in the itinerary. Research of travel arrangements, changes to existing arrangements, and reservations that are canceled prior to the check-in date shall not be considered as a Transaction B transaction. Transaction B fees shall be charged at the point the authorization is approved by the customer agency travel authorizing/approving official or their designee.

NOTE: For a Group Travel Request (Air), a transaction fee can be charged for each traveler in the group. Following industry standards, if air/rail changes after ticketing require ticket reissuance, an additional transaction fee may be charged, which shall be considered a full service / offline transaction.

Transportation Officer (TO) – Individual appointed by the Commander of military activity to perform traffic management functions for official travel. May also be called the Distribution Management Officer (DMO), Installation Transportation Officer (ITO), Traffic Manager (TM), Traffic Management Officer (TMO), Passenger Transportation Officer (PTO), Passenger Travel Specialist, Movement Control Team (MCT) or Branch Movement Control Team (BMCT). The TO at each site location will be appointed in writing by his or her local command authority.

Travel Daily – Live PNR queue transfer to capture standard PNR data (e.g., air, car, and lodging) and required data elements.

Travel Management Company (TMC) – A company under contract with an agency to arrange travel services for federal employees on official travel, including tickets and transportation, and reservation of accommodations.

Travel Management Company Monthly (TMC Monthly) – A monthly collection of passenger transportation data.

Traveler Profile – Repository for data related to a specific traveler.

Travel Services-Commercial services for the provision of travel services which includes, but not limited to: travel arrangement, reservation, ticketing and traveler support for air, rail, lodging, car rental and ancillary services, which includes arrangement, booking, ticketing, business services, delivery services, destination services, documentation, frequent flyer and loyalty programs, help desk, international services, invoicing, reconciliation, profile management, quality control, reporting, data analytics, technology integration and standalone bookings for lodging and rental car.

TMC Assist Non-Air/Rail Transaction – Any transaction in which the services of the TMC are used to complete one DoD travel authorization, which may include one or more of the following: hotel, rental car, and ferry arrangements.

TMC Assist Transaction – A transaction requiring ticketing for a PNR(s) created by the TMC from a request made in person, or via phone, email, or fax. Also includes agent assistance for DoD OBT created PNRs as defined in the TMC Orientation and User's Guide.

Unit Card (UC) – A system that is set up within a unit for purchase of official transportation services. The unit’s charge card will be used to pay the traveler’s TDY expenses and is set so that more than one person may use the same charge card when the mission requires it.

United States Transportation Command (USTRANSCOM) – The unified command, which is the DoD single manager for sea, land, and air transportation in both peace and war.

Urgent – Travel departure is within 72 hours of request.

Verbal Authorization / Orders: A verbal authorization, given in advance of travel, and subsequently confirmed in writing, email, etc., giving date of the verbal authorization, and approved by competent authority that will meet the requirement for written authorizations.

Virtual Charge Card – Temporary account numbers that may be used during a limited time, for a limited amount, for a specific vendor or merchant category code (MCC) etc. This may include single-use accounts, "ghost" cards, and smartphone apps to support payment transactions.

Workaround Solution – A solution appropriate for response to a program or system problem approved by the CO or the COR.

1.5 DESCRIPTION OF SUPPLIES/SERVICES AND PRICES/COSTS

The information listed below includes a brief description of the supplies and/or services being solicited as well as the requirements for the development of the Offeror’s price quote.

1.5.1 CONTRACT LINE ITEM NUMBERS (CLINs)

The Contract Line-Item Numbers (CLINs) identified below will be competitively evaluated as described in Section 6.0. These CLINs include both required and optional supplies, services and reports for which the Offeror is required to submit a quote.

BASE PERIOD

Section A: Point of Sale (POS)

Section B: Required Supplies, Services and Reports

Section C: Optional Supplies, Services and Reports

Section D: Optional Transaction Types Paid for By Traveler

Section E: Management Service Fee (MSF)

OPTION YEAR 1

Section A: Point of Sale (POS)

Section B: Required Supplies, Services and Reports

Section C: Optional Supplies, Services and Reports

Section D: Optional Transaction Types Paid for By Traveler

Section E: Management Service Fee (MSF)

OPTION YEAR 2

Section A: Point of Sale (POS)

Section B: Required Supplies, Services and Reports

Section C: Optional Supplies, Services and Reports

Section D: Optional Transaction Types Paid for By Traveler

Section E: Management Service Fee (MSF)

OPTION YEAR 3

Section A: Point of Sale (POS)

Section B: Required Supplies, Services and Reports

Section C: Optional Supplies, Services and Reports

Section D: Optional Transaction Types Paid for By Traveler

Section E: Management Service Fee (MSF)

OPTION YEAR 4

Section A: Point of Sale (POS)

Section B: Required Supplies, Services and Reports

Section C: Optional Supplies, Services and Reports

Section D: Optional Transaction Types Paid for By Traveler

Section E: Management Service Fee (MSF)

1.5.2 SURGE REQUIREMENTS

The Contractor shall meet surge requirements as defined in PWS 1.4.2 at the fixed prices established in the task order. Such surges or any other fluctuations in the quantities in the transactions ordered are not considered a change and the contractor shall not be entitled to any adjustment in price.

1.6 REQUIREMENTS

Sections 1.7 through 1.34 set forth the tasks and requirements necessary to successfully provide the required supplies, services and reports under this task order.

1.7 CORE TASK REQUIREMENTS

1.7.1 POLICIES AND REGULATIONS

The Contractor shall comply with and make travel and transportation arrangements in accordance with the following, including any amendments and successor policies/regulations:

Defense Transportation Regulation (DTR), https://www.ustranscom.mil/dtr/

Joint Travel Regulations (JTR), https://www.travel.dod.mil/Policy-Regulations/Joint-Travel-Regulations

DoD 7000.14-R Department of Defense Financial Management Regulation (DoD FMR), https://comptroller.defense.gov/Portals/45/documents/fmr/Combined_Volume1-16.pdf

DoD Instruction (DoDI) 5154.31 Commercial Travel Management, https://www.travel.dod.mil/Policy-Regulations/DoD-Instruction-515431/

DoD Instruction (DoDI) 4515.13-R Air Transportation Eligibility https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/451513p.PDF?ver=RVGU8Hxnqz8_k68cCMXohg%3D%3D

DoD Directive (DoDD) 4500.54-E DoD Foreign Clearance Program (FCP) https://www.esd.