Defense Travel Management Office, Travel Assistance Center Support
Closed Solicitation Posted
This opportunity was awarded. See the award notice from .
- Solicitation number
- H9821025RE014
- Agency
-
Defense Human Resources Activity
Department of Defense
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- PSC
- R499 Support- Professional: Other
- Place of performance
- United States
- Points of contact
Notice details come from SAM.gov. Updated .
About this opportunity
The Defense Human Resources Activity Acquisition Management Directorate is seeking a single contractor to provide comprehensive Travel Assistance Center (TAC) Support Services for the Defense Travel Management Office (DTMO), delivering 24/7 expert travel assistance for federal IT systems and programs. The contractor must provide personnel, management, facilities, and technical services to support approximately 2.9 million DoD travelers and 40,000 Defense Travel Administrators through multiple communication channels including telephone, instant messaging, chat, email, and web-based tools. Core responsibilities include responding to Defense Travel System (DTS) usage issues, supporting new system functionality, coordinating travel system finance and accounting problem resolutions, researching Global Distribution Systems, providing travel policy guidance, conducting system testing, and delivering outreach training to the DoD travel community. The contract will be evaluated using a best value trade-off approach with Technical Capability as the most important factor, followed by Past Performance, Small Business Participation, and Price, with technical factors significantly more important than pricing. The original proposal submission deadline was July 26, 2025 at 1:00 PM Eastern Time, though this has been extended to August 26, 2025 through subsequent amendments.
This solicitation is set aside for Women-Owned Small Business (WOSB) with specific small business participation goals including 30% for small businesses overall, 5% each for small disadvantaged businesses, service-disabled veteran-owned small businesses, and women-owned small businesses, and 3% for HUBZone small businesses. The incumbent contractor is CACI Enterprise Solutions, Inc., which currently provides these services. The contract structure includes a 9-month base period from November 27, 2025 through August 31, 2026, with four potential 12-month option periods that could extend the total performance period through August 31, 2030. The contract includes annual travel budgets of $25,000 per year and covers comprehensive support across multiple DoD services and agencies including the Army, Navy, Air Force, Marine Corps, and various defense agencies and commands. Work will be performed at the contractor's facility within the United States, with call center agents permitted to work remotely within both CONUS and OCONUS locations.
Notice text
4 versions
Update #4 · Latest ·
Amendment 0003 - This amendment updates Attachment 1 - Performance Work Statement, Chart C4-Call Volume by Hour (EST) of the Day; Calendar Year 2024.
Amendment 0002 - This amendment answers industry questions, updates the Solicitation Instructions to Offerors (Section L) and Evaluation Criteria (Section M), and updates Attachment 1 - Performance Work Statement. Changes are highlighted to assist with review.
Amendment 0001 - This amendment answers initial industry questions and updates the Instructions to Offerors as a result of the questions. Revisions to the Instructions to Offerors are highlighted to assist in review.
The Defense Human Resources Activity (DHRA) Acquisition Management Directorate, intends to award a single contract for Travel Assistance Center (TAC) Support Services for the Defense Travel Management Office (DTMO). The contract is planned to have a 9-month base period (inclusive of the transition period) and four, twelve-month option periods. The anticipated base period of performance is November 27, 2025 through August 31, 2026. If all options are exercised, the overall period of performance is anticipated to be November 27, 2025 through August 31, 2030.
The Contractor shall provide the personnel, management, and materials necessary to provide expert 24/7 Travel Assistance Support Services for federal information technology (IT) systems and programs developed, integrated and/or supported by the TAC. The Contractor shall provide all necessary personnel, management, facilities, incidental materials, administrative support, and technical services to meet the performance objectives.
TAC services support the DoD travel mission, including but not limited to: 1) Responding to DTS usage or system issues; 2) Supporting new system functionality requirements and DTS changes (and related testing/validation); 3) Coordinating the resolution of travel system related finance and accounting System Problem Reports; 4) Supporting TMC interface(s) with the DoD OBT; 5) TMC post conversion support; 6) Researching/Using Global Distribution Systems (GDSs); 7) Supporting travel initiated through external Order Writing Systems to DTS; 8) Coordinating with DoD financial/accounting system owners related to DTS integration issues; 9) Responding to questions regarding DoD commercial travel programs (as listed in the Introduction section); 10) Providing travel assistance to the Recruit Assistance Program; 11) Coordinating responses to users regarding Joint Travel Regulation (JTR) policy questions; 12) conducting meetings with senior service and agency travel administrators; 13) perform release testing of the DoD travel system; 14) conducting Outreach calls providing training and updates on the state of DoD travel to the DoD travel community.
Update #3 ·
Amendment 0002 - This amendment answers industry questions, updates the Solicitation Instructions to Offerors (Section L) and Evaluation Criteria (Section M), and updates Attachment 1 - Performance Work Statement. Changes are highlighted to assist with review.
Amendment 0001 - This amendment answers initial industry questions and updates the Instructions to Offerors as a result of the questions. Revisions to the Instructions to Offerors are highlighted to assist in review.
The Defense Human Resources Activity (DHRA) Acquisition Management Directorate, intends to award a single contract for Travel Assistance Center (TAC) Support Services for the Defense Travel Management Office (DTMO). The contract is planned to have a 9-month base period (inclusive of the transition period) and four, twelve-month option periods. The anticipated base period of performance is November 27, 2025 through August 31, 2026. If all options are exercised, the overall period of performance is anticipated to be November 27, 2025 through August 31, 2030.
The Contractor shall provide the personnel, management, and materials necessary to provide expert 24/7 Travel Assistance Support Services for federal information technology (IT) systems and programs developed, integrated and/or supported by the TAC. The Contractor shall provide all necessary personnel, management, facilities, incidental materials, administrative support, and technical services to meet the performance objectives.
TAC services support the DoD travel mission, including but not limited to: 1) Responding to DTS usage or system issues; 2) Supporting new system functionality requirements and DTS changes (and related testing/validation); 3) Coordinating the resolution of travel system related finance and accounting System Problem Reports; 4) Supporting TMC interface(s) with the DoD OBT; 5) TMC post conversion support; 6) Researching/Using Global Distribution Systems (GDSs); 7) Supporting travel initiated through external Order Writing Systems to DTS; 8) Coordinating with DoD financial/accounting system owners related to DTS integration issues; 9) Responding to questions regarding DoD commercial travel programs (as listed in the Introduction section); 10) Providing travel assistance to the Recruit Assistance Program; 11) Coordinating responses to users regarding Joint Travel Regulation (JTR) policy questions; 12) conducting meetings with senior service and agency travel administrators; 13) perform release testing of the DoD travel system; 14) conducting Outreach calls providing training and updates on the state of DoD travel to the DoD travel community.
Update #2 ·
Amendment 0001 - This amendment answers initial industry questions and updates the Instructions to Offerors as a result of the questions. Revisions to the Instructions to Offerors are highlighted to assist in review.
The Defense Human Resources Activity (DHRA) Acquisition Management Directorate, intends to award a single contract for Travel Assistance Center (TAC) Support Services for the Defense Travel Management Office (DTMO). The contract is planned to have a 9-month base period (inclusive of the transition period) and four, twelve-month option periods. The anticipated base period of performance is November 27, 2025 through August 31, 2026. If all options are exercised, the overall period of performance is anticipated to be November 27, 2025 through August 31, 2030.
The Contractor shall provide the personnel, management, and materials necessary to provide expert 24/7 Travel Assistance Support Services for federal information technology (IT) systems and programs developed, integrated and/or supported by the TAC. The Contractor shall provide all necessary personnel, management, facilities, incidental materials, administrative support, and technical services to meet the performance objectives.
TAC services support the DoD travel mission, including but not limited to: 1) Responding to DTS usage or system issues; 2) Supporting new system functionality requirements and DTS changes (and related testing/validation); 3) Coordinating the resolution of travel system related finance and accounting System Problem Reports; 4) Supporting TMC interface(s) with the DoD OBT; 5) TMC post conversion support; 6) Researching/Using Global Distribution Systems (GDSs); 7) Supporting travel initiated through external Order Writing Systems to DTS; 8) Coordinating with DoD financial/accounting system owners related to DTS integration issues; 9) Responding to questions regarding DoD commercial travel programs (as listed in the Introduction section); 10) Providing travel assistance to the Recruit Assistance Program; 11) Coordinating responses to users regarding Joint Travel Regulation (JTR) policy questions; 12) conducting meetings with senior service and agency travel administrators; 13) perform release testing of the DoD travel system; 14) conducting Outreach calls providing training and updates on the state of DoD travel to the DoD travel community.
Update #1 ·
The Defense Human Resources Activity (DHRA) Acquisition Management Directorate, intends to award a single contract for Travel Assistance Center (TAC) Support Services for the Defense Travel Management Office (DTMO). The contract is planned to have a 9-month base period (inclusive of the transition period) and four, twelve-month option periods. The anticipated base period of performance is November 27, 2025 through August 31, 2026. If all options are exercised, the overall period of performance is anticipated to be November 27, 2025 through August 31, 2030.
The Contractor shall provide the personnel, management, and materials necessary to provide expert 24/7 Travel Assistance Support Services for federal information technology (IT) systems and programs developed, integrated and/or supported by the TAC. The Contractor shall provide all necessary personnel, management, facilities, incidental materials, administrative support, and technical services to meet the performance objectives.
TAC services support the DoD travel mission, including but not limited to: 1) Responding to DTS usage or system issues; 2) Supporting new system functionality requirements and DTS changes (and related testing/validation); 3) Coordinating the resolution of travel system related finance and accounting System Problem Reports; 4) Supporting TMC interface(s) with the DoD OBT; 5) TMC post conversion support; 6) Researching/Using Global Distribution Systems (GDSs); 7) Supporting travel initiated through external Order Writing Systems to DTS; 8) Coordinating with DoD financial/accounting system owners related to DTS integration issues; 9) Responding to questions regarding DoD commercial travel programs (as listed in the Introduction section); 10) Providing travel assistance to the Recruit Assistance Program; 11) Coordinating responses to users regarding Joint Travel Regulation (JTR) policy questions; 12) conducting meetings with senior service and agency travel administrators; 13) perform release testing of the DoD travel system; 14) conducting Outreach calls providing training and updates on the state of DoD travel to the DoD travel community.
Files
Show all 14
Notice history
| Notice | Type | Posted |
|---|---|---|
| Defense Travel Management Office, Travel Assistance Center Support | Award Notice | |
| This notice | Solicitation | |
| Defense Travel Management Office, Travel Assistance Center Support | Pre-Solicitation |
On GovTribe
Work this opportunity
- Track it in your pipeline
- Find teaming partners
- Similar opportunities
- Ask GovTribe AI about this opportunity