Travel Office Helpdesk Support / Weekends and Afterhours Support

***************DRAFT*****************

STATEMENT OF WORK (SOW)

TRAVEL OFFICE HELPDESK SUPPORT /

WEEKENDS AND AFTERHOURS SUPPORT

BACKGROUND

​The Department of the Treasury (Treasury), Departmental Offices (DO), DO Travel is dedicated to meeting the needs of DO employees for short-term/long-term domestic and international travel to ensure that all mission-related travel is successfully accomplished through proper planning and support by obtaining requisite travel approvals, utilizing the government authorized travel management systems, and performing all travel in accordance with Treasury’s Travel policy, mandated Federal Travel Regulations (FTR).

Travel Arrangement Services and Federal Travel Regulation (FTR):

• Rail, Hotel, and Car Rental: The service will facilitate reservations for different modes of transportation and accommodation. This ensures that all aspects of the traveler’s journey are taken care of efficiently.
• Alternative Booking Methods: The service is designed to support scenarios where the CRS is down or when booking with airlines or providers that do not subscribe to a CRS.
• Last-Minute Reservations and Cancellations: The service will be equipped to handle urgent booking needs or last-minute changes, ensuring flexibility for travelers in time-sensitive situations.
• FTR Compliance: The review will focus on ensuring that travel expenses are appropriate, cost-effective, and align with federal guidelines. This helps in preventing improper reimbursements or misuse of government travel funds.
• Consistency with Approved Travel Authorization: This involves verifying that the selected travel options (e.g., flight, accommodation, car rental) fall within the guidelines of the approved travel authorization.
• Exception Handling: Special attention is given to scenarios where standard systems (like CRS) may not be applicable, such as when booking non-subscribed airline services or managing last-minute travel changes.
• Efficiency in Booking and Cancelation: Given the nature of federal travel, the arrangement service must ensure that bookings and cancellations are handled in a timely and cost-effective manner, minimizing any disruption or unnecessary expenses.
• Transparency and Reporting: Regular reporting and tracking of travel arrangements and voucher reviews are likely needed to ensure proper oversight and accountability.
• International or Domestic Travel Services: Provides as-needed services due to cancelation or changes in  travel to assist the Bureau in planning, arranging, and ticketing  for hotel and air.

OBJECTIVE

The government requires the services of a contractor to provide after-hours and weekend travel support services for the DO Travel Office Tuesday - Thursday from 6:00pm-6:00am EST and Friday - Monday from 6:00pm – 8:00am EST as stated in the Statement of Work.

SCOPE OF WORK

The contractor shall provide the necessary support services to perform the tasks outlined below:

In collaboration with all Treasury’s Financial Management Division’s employees, other Bureau Business Management Offices (BMOs) and employees, the Government Travel Card Provider, the Travel Management Service Provider, other Federal Agencies, and other contractor and Federal personnel, provide support services to include:

1. Travel Voucher Review due to cancelation or changes

2. Travel reservations for Hotel/Air

3. Help Desk Support and After-hours support

4. Executive Level Travel Preparation / Management

SPECIFIC TASKS

• Telephone Support: Provides Help Desk global coverage and telephone support for travelers and travel system users during non-traditional working 72 hours support beginning on Friday through Monday from 6:00 pm – 8:00 am, EST, Tuesday – Thursday from 6pm-6am 12 hours support beginning on Tuesday through Thursday, EST.  Telephone support should be accessible to Federal Relay and TTY callers. Support includes but, not limited to enroute travel arrangements or itinerary changes and emergency travel requirements. With no more than 5-minute hold time, or 10-minute return call rate.
• Problem Resolution: Provides courteous and prompt resolution of travel problems, and assistance in resolving complaints, disputes or claims between the traveler and any third-party with whom the Contractor has arranged travel or other services.
• VIP Service: Provides VIP service for designated customer agency personnel and for Bureau travelers with exigent travel needs, available upon request by the COR or the COR's designee(s). Offerors responding shall describe in their proposals their special services available, how they differ from the Offeror's standard services, and any extra costs associated with these services. Special services include supporting Bureau travelers with disabilities, to include those travelling with mobility device, a Personal Assistant (PA) or service animal.
• Privacy: Ensures that personnel who have access to Bureau data abide by the Bureau's policies relating to handling of personally identifiable information (PII) and compliance with the Privacy Act of 1974.
• Travel Policy Understanding: Provides travel agents/customer services representatives that demonstrate ability to understand the differences between the Bureau's travel policies and the FTR. The Bureau is held to the FTR but in addition to the Treasury travel policy.
• Electronic tickets and notifications: Maximizes use of e-tickets, electronic notification of reservations and itineraries to travelers while minimizing ticketing, notification, or itinerary delivery costs to the Bureau. The contractor’s proposed solution should demonstrate that electronic notifications, tickets, and itineraries meet Section 508 requirements.

The contractor team shall be cross trained to be proficient in relevant skills and tasks related to travel support services as outlined in the scope of work. This may include, but is not limited to, assisting surge support during emergencies, or staffing shortages, individual travel account management, and reservation issue resolution.

PERIOD OF PERFORMANCE

The anticipated period of performance shall be for one (1) 12-month Base Period plus four (4) 12-month Option Periods. In addition, a 6-month extension IAW FAR 52.217-8 – Option to Extend Services.

PLACE OF PERFORMANCE

Performance of the contract will take place at the Contractor’s facility.

CONTRACT TYPE

The Government contemplates award of a Firm-Fixed Price (FFP) contract resulting from this solicitation.

Government Furnished Equipment (GFE) and Information (GFI)

N/A

RECOGNIZED HOLIDAYS

The Contractor is required to perform services on the following holidays: New Year's Day January 1, Juneteenth National Independence Day June 18, Independence Day July 4, Veterans Day November 11, Christmas Day Dec. 25. Martin Luther King's Birthday, Washington's Birthday, Memorial Day, Labor Day, Columbus Day, and Thanksgiving.

SECURITY

TBA

SECTION 508 COMPLIANCE

This service must meet industry standards to comply with 508 regulations.