Commercial Travel Services

The Department of Health and Human Services (DHHS), Program Support Center (PSC) on behalf of the Department of Defense (DoD), Defense Travel Management Office (DTMO) intends to negotiate and award a sole source bridge contract under the authority of FAR 6.302-1(a)(2)(iii), for the Defense Travel Area (DTA) 9 - NAVY Worldwide sites to CW Government Travel, Inc., 4300 Wilson Boulevard, Suite 500, Arlington, VA 22203 The intended procurement is classified under NAICS code 561510 with a Size Standard of $20.5 million. The resultant contract will include all applicable provisions and clauses in effect through the Federal Acquisition Circular (FAC) 2005-83 (effective July 2, 2015). This acquisition is conducted under the procedures as prescribed in FAR 12 - Acquisition of Commercial Items and FAR 15- Contracting by Negotiation. Description The Defense Travel Management Office (DTMO) requires continued support by the incumbent - CW Government Travel with providing official travel management services for DTA 9 - NAVY Worldwide sites. Purpose and Objectives The DTMO requires the continuation of official travel management and related additional services on a management service fee (MSF) basis for Department of Defense (DoD) travelers assigned to these Navy sites. These CTO services are to support official travel activities of authorized DoD travelers who are under the authority of the referenced locations. Official travel is travel (e.g., TDY, PCS, evacuation, travel by Reserve Component members, and civilians on invitational travel orders) in connection with official business of the United States Government and performed under orders at the expense of federal appropriated funds. These CTO services shall be provided using both traditional methods and automated methods using the Defense Travel System (DTS) web portal. In accordance with the original Performance Work Statement (PWS) attached. Period of Performance Base period of September 18, 2015 - June 17, 2016, and five (5) three (3) month options from June 18, 2016 - September 17, 2017. This notice of intent to award a sole source bridge contract is not a request for competitive proposals. However, in accordance with FAR 5.207(c)(15)(ii), all responsible sources that feel they can meet the Government's requirements detailed above and in the attached Performance Work Statement (PWS) may submit a capability statement which shall be considered by the agency. Capability Statements shall be tailored to show the Government the offeror is able to meet the specialized requirements of the DTA 9 - NAVY Worldwide sites for DTMO Commercial Travel services, and applicable regulations. Responses to this notice shall contain sufficient information to establish the interested parties' bona-fide capabilities for fulfilling the requirements within the PWS, and include: the Dun & Bradstreet Number (DUNS), and the Taxpayer Identification Number (TIN). All offerors must have an active registration in the System for Award Management (SAM) www.sam.gov." A determination by the Government not to compete this proposed contract based upon responses to this notice is solely within the discretion of the Government. The information received will be retained as Market Research. All responses must be received by 4:30pm eastern time on Friday, August 7, 2015, and must reference number 15-PSC-MK-NOI-00011. Responses may be submitted electronically to Margo Katzper via email at Margo.Katzper@psc.hhs.gov, or by U.S. mail to U.S. Department of Health & Human Services, Program Support Center, Acquisition Management Services, Twinbrook Place, Suite 400, 12501 Ardennes Avenue, Rockville, MD 20857, Attention: Margo Katzper. Fax responses will not be accepted. SECTION 3 - PERFORMANCE WORK STATEMENT 1. SCOPE OF WORK 1.1. The Contractor shall provide all personnel, equipment, material, supervision and other items or services necessary to perform the management and operation of Contracted Commercial Travel Offices (CTOs), as defined in this Performance Work Statement (PWS). Performance shall be in support of all designated facilities throughout the Department of Defense (DoD) worldwide, to include other Government activities as specified. 1.2. General 1.2.1. This PWS is for the acquisition of CTO and related services to support official travel activities of authorized DoD travelers. Official travel includes Temporary Duty (TDY), Permanent Change of Station (PCS), Leisure in Conjunction with Official Travel (LICWO), evacuation; and travel by Reserve Component/National Guard members. Official travel also includes 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 LICWO. 1.2.2. The Contractor shall provide travel management services (i.e., DTS, air/rail CTO Assist, and non-air/rail CTO Assist) as requested by the Government and as necessary to meet all DoD travel management needs during each phase of Defense Travel System (DTS) deployment and implementation. Sites not yet converted to DTS will be serviced via electronic methods, email, fax, telephone, or walk-in until the fully automated system is deployed. Even after DTS is fully deployed at a particular location, the Contractor shall be prepared to provide air/rail and non-air CTO Assist services to ensure DoD travel is supported The Contractor shall not market, e.g., solicit, advertise, conduct promotions, etc., for any services covered by this contract. 1.3. Quality Control Plan 1.3.1. The Contractor shall complete and implement a Quality Control Plan (QCP) that addresses all aspects of customer service and other provisions required by the contract. The Contractor shall submit this plan to the Contracting Officer within 30 calendar days after the Task Order award date. Upon the request of the Contracting Officer, the Contractor shall update its QCP annually and submit it for Government review and approval. The QCP shall include details concerning processes proposed to ensure contract quality assurance. 1.3.2. The plan shall include the following: - A quantitative method for measuring the Contractor's service required in the PWS; - An inspection system covering all services required in this PWS specifying the areas to be inspected on either a scheduled or unscheduled basis and how the inspection shall be accomplished; - The methods for maintaining on-site records of all inspections conducted by the Contractor and the necessary corrective action taken. This documentation shall be made available to the Government during the term of the contract; - The methods for identifying and preventing quality of service defects as early as possible in the reservation process to preclude errors and omissions and the level of performance becoming unacceptable; - An active program and strategy for improving quality over the life of this contract; - Method of providing security of documents, records, and Privacy Act information of customers during and after normal business hours; - Method for collecting customer feedback, initiating corrective action if needed, and method for sharing consolidated feedback to the Government; - Method for providing required management information reports on schedule and for ensuring validity of the data; - Method for ensuring quality levels for subcontractors as applicable; - Method for implementing the QCP; - Contingency plan that describes Awardees approach to ensure uninterrupted travel services in the event of a unforeseen disaster or emergency and; - Method for monitoring telephone services in accordance with the requirements specified in the PWS at paragraph 11.12 1.3.3. Quality Control Plan Report. The Contractor shall submit a monthly QCP Report. At a minimum, the Contractor's QCP Report shall document the results of Quality Control actions, as measured within the format of the QCP. The Contracting Officer or the Contracting Officer's Representative (COR) may forward the QCP and QCP Report to other Government designated personnel. 1.3.4. The Contractor's Quality Control Plan shall include procedures to ensure compliance with Government/DoD/Agency regulations and policy (See Para 12). 1.3.5. Surveillance of Contractor performance may be conducted through random sampling (e.g., Management Information Systems (MIS) and QCP Reports), and/or customer feedback provided to the Contracting Officer's Representative (COR), Contracting Officer's Technical Representative (COTR), Quality Assurance Evaluator (QAE), or Lead Quality Assurance Evaluator (LQAE) quarterly reports or by any other means necessary to ensure compliance with the Government's Quality Assurance Surveillance Plan (QASP). 1.3.6. The COR may hold quality assurance conferences/meetings on an annual basis (as a minimum) to meet with the COTRs, QAEs, and LQAEs from each site under their area of responsibility. The purpose of these conferences/meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO program. The CTO may be required to participate in the quality assurance conferences/meetings annually. 1.3.7. The CTO may be required to participate in monthly CTO telephonic outreach discussions. The purpose of these conferences/meetings will be to discuss/resolve systemic issues of concern, performance trends, and to share relevant information regarding the CTO program. 1.4. Personnel 1.4.1. All Contractor personnel shall be capable of and qualified in providing Government-sponsored travel for DoD personnel. Contractors personnel shall be knowledgeable of DoD and Service travel policies and ensure that these polices are complied with in the performance of their duties. 1.4.2. All services provided under this contract shall be performed by Contractor personnel fluent in written and spoken English and who shall conduct themselves in a professional manner. 1.4.3. DoD 5500.7-R requires that certain DoD employees obtain written supervisory approval before engaging in outside employment or business activities. See DoD 5500.7-R, Para 3-306. Regulations issued by other Agencies may contain a similar requirement. Before the Contractor employs Government personnel (civilian and military) on this contract, the Contractor shall ensure that the employee has complied with any applicable requirement for supervisory approval, and shall forward a copy of the written approval to the COR. Contractor employees shall not attempt to recruit Government employees while on Government premises or during Government working hours. Contractor employees shall not act to disrupt official Government business. Contractor employees shall conduct only business covered under this contract. 1.4.4. The Contractor shall provide personnel capable of obtaining, at a minimum, a secret security clearance in accordance with the DD Form 254 (Attachment 4) if required by the Government. Appropriately cleared personnel shall be provided at the location requested within 120 calendar days of the Contractor's receipt of a written Government request, or at a later date following receipt of security clearance approvals from the Defense Investigative Security Office. The contractor shall not be limited to hiring only U.S. citizens; however, if the policy for a particular location requires only U.S. citizens to be hired the contractor shall adhere to the policy. The Government will provide security clearances at no expense to the Contractor. 1.4.5. Staffing levels for CTO services may be adjusted as a result of variations between the estimated percentage of DTS and air/rail CTO Assist transactions. Staffing levels may also be adjusted based on variations in the workload data provided. Equitable adjustments shall be in accordance with PWS subparagraph 14.1. During Task Order competitions, awardees shall identify in their proposal(s) a formula for making staffing level adjustments. The awardee may make adjustments to staffing levels at the contractor's discretion upon a 30-day notification to the Contracting Officer. The notification of staffing level adjustments shall be identified in a revised Staffing Plan. 1.5. Customer Service 1.5.1. The Contractor shall provide 24-hour, 7-days per week courteous and responsive service, to include providing services to travelers after normal duty hours. The Contractor shall, via the itinerary, list telephone numbers for normal and after-normal duty hours; and stipulate that the "after-normal duty hours" phone number shall only be used for emergencies and by travelers enroute. The Contractor shall provide a toll-free telephone number, where capability exists, as well as toll free numbers for fax capability and shall accept collect calls appropriate for supporting all DoD/Government travel needs as required within this worldwide contract and specified in each Task Order. 1.5.2. The Contractor shall provide courteous and prompt resolution of travel problems and forward problems or traveler questions, beyond the Contractor's resolution authority, to the QAE, in coordination with the COR via electronic means (i.e., email, fax). 1.5.3. The Contractor is responsible for assisting with resolving complaints, disputes, or claims between the DoD/Government customer and any principal with whom the Contractor has arranged travel or other services, if the action was originated through the Contractor. 1.5.4. Due to projected base closures and realignments, the Government cannot forecast how the revenue for official travel will be affected. As site(s) are identified for addition or deletion, the Contracting Officer will issue a modification to this contract. In such an event, the Contracting Officer will provide the Contractor a 60 calendar day written notice for CONUS locations and a 90 calendar day written notice for OCONUS locations as permitted. 1.6. Emergency Services 1.6.1. The Contractor shall provide Travel Management Services as needed to satisfy surge requirements and in response to contingencies including, but not limited to, national emergencies, accident investigations, aircraft recovery teams, evacuations, rescue operations, civil disturbances, disasters, military peacetime and wartime contingency operations, exercises, personal emergencies, and mass causalities (human remains). At all times, the Contractor shall ensure quality customer service is maintained in accordance with applicable standards set forth in this contract. Operating hours and support may be modified as agreed to by QAE, in coordination with the COR, in support of emergencies. 1.6.2. The Contractor shall support emergency and short-notice requirements by providing electronic or paper tickets, or, as a last resort, arranging for prepaid tickets at a carriers' terminal or ticket office convenient to the traveler. Charges or fees associated with the issuance of prepaid tickets will be paid by the Government, unless the Contractor is responsible for late ticket issuance. When the Contractor is responsible for late ticket issuance, charges or fees associated will be coordinated with QAE in coordination with the COR. 1.7. Travel Office Facilities, Safety, and Physical and Personnel Security 1.7.1. The Contractor shall ensure business hours coincide with the local location business hours. Operating hours may be modified as agreed to by the QAE, in coordination with the COR. 1.7.2. The Contractor shall ensure that the travel office facilities are maintained in a clean and orderly manner consistent with installation and agency standards. 1.7.3. The Contractor shall provide travel office interior and exterior signs that conform to Service and Agency regulations and local customs in accordance with guidance and instruction from the authorized Government representative (e.g COR, COTR, LQAE and QAE). 1.7.4. The Contractor shall ensure that Contractor personnel comply with all rules and regulations, (i.e., published safety and security guidelines) applicable to the installation. All accidents that result in damage to Government property occupied and used by the Contractor, and/or injuries to Contractor personnel shall be reported to the QAE and the COR within one workday from occurrence. 1.7.5. The Contractor shall clearly identify its personnel in accordance with Government Service and Agency regulations and local site custom. The Contractor shall send a letter to the respective QAE with a listing of employees authorized to represent the Contractor in the performance of required services. Any updates shall be made within 30 calendar days of changes in personnel. For vehicle passes/registrations, each Contractor employee shall comply with requirements made for each installation, including those for pass receipt and security, safety rules and parking ordinances. The Contractor shall be responsible for removal of parking decals for personnel who leave the Contractor's employment or are transferred by the Contractor to a location outside of the Government facilities. If the Contractor occupies a separate facility or an area within a facility that can be physically secured, the contractor shall provide physical security of the contractor's facility or work area. At those locations where the contractor shares a facility with other government personnel, the contractor shall coordinate physical security requirements, responsibilities, and procedures for that location with the QAE. The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, the Contractor shall secure government facilities, equipment and materials. Key/Combination Control: The Contractor shall establish and implement methods of ensuring that all keys/combinations issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons or for unauthorized purposes. No keys issued to the Contractor by the Government shall be duplicated by the Contractor. The Contractor shall immediately report the occurrence of lost or duplicated keys to the QAE. In the event keys are lost or duplicated, the Government, at its option, may replace the affected lock or locks or perform rekeying. When a master key is lost or duplicated, all locks and keys for that system will be replaced. The total cost of replacing all locks and keys shall be paid by the Contractor. Gate Control/Parking: Some travel service locations will be limited access bases with controlled gate openings and closures. Unscheduled gate closures by appropriate security forces may occur at any time and personnel entering or exiting the base may experience a delay. Privately owned vehicles are subject to being searched. For CTO locations on base, the TO will obtain parking spaces for CTO employees as allowed by base regulations. 1.8. Government Furnished Facilities and Services 1.8.1. The Government will make available (at no cost) on-site facilities where required, utilities, custodial services, refuse collection, pest control services, Government centralized mail distribution of interoffice mail, and police and fire protection at the level provided to local Government offices. For Staffed Offices, contractor employees shall be provided facilities comparable to Government employees (e.g. air conditioning, heating, etc.). The Contractor shall not modify CTO facilities/furnishings including, but not limited to, partitions, walls, doors, floor and window coverings, ceilings and lighting without the approval of the QAE, in coordination with the COR. 1.8.2. The Government may request the Contractor to relocate or realign its travel office, equipment and supplies totally and/or in-part, due to organizational/operational changes, base realignments or closures during the period of the contract. The Government will provide the Contractor at least 90 calendar days advance notification for relocation or realignment of the travel office or the movement of equipment e.g., printers/GDS terminals. The Contractor shall comply with the specified date within the advance notification. A minimum of one-week notification will be provided to the Contractor for the relocation/movement of administrative supplies e.g., filing cabinets to include contractor's files. Any Government request for relocation shall be at the Government's expense. Government request moves shall be coordinated in advance with the Contracting Officer and shall be coordinated and approved in advance by the local transportation office. Additionally, all cost associated with Government requested moves shall be approved prior to any costs being incurred and reimbursed by the local transportation office. No funds will be obligated on the contract to pay for moves. Any additional costs above and beyond the original approved amount shall be submitted to the Government for approval prior to any costs being incurred Contractor-initiated moves shall be paid by the Contractor. It is understood that in the event of various occurrences, including natural disasters, a Contractor is entitled to be excused from liability for delaying his performance; however the Government's requirement during these periods is that the Contractor continue performance to the maximum extent practical. The Contractor will not be required to bear the expense of providing travel services support at the disaster site, but should be able to provide distant support, including the ability to perform Centrally Billed Account (CBA) reconciliation during the disaster. 1.8.3. The Government will provide, at no cost to the Contractor, existing commercial telephone lines. The cost of activating or maintaining service to existing lines shall be borne by the Contractor. The Contractor, at its expense, may install additional lines and connections. All telephone lines used by the Contractor, including those installed at the expense of the Contractor are subject to the control of the installation telephone office. Telephone numbers shall be listed in installation telephone directories as "(Contracted) Commercial Travel Office." The name of the Contractor shall be listed IAW local policy and the Contractor may include the name of a subcontractor. 1.8.4. Telephone numbers used by the Contractor at on-base/post travel offices shall not be transferred to off-base/post locations upon expiration of the contract performance period. Any telephone numbers used for off-base/post service centers, such as a regional reservation center, promoted to the DoD military community under the contract, shall be terminated upon expiration of the contract. 1.8.5. The Contractor shall provide in-transit passenger visibility. The Contractor shall have the ability to identify and track passengers from origin to destination for arrangements made by the Contractor. 1.9. Transition 1.9.1. The Contractor shall take all actions necessary to ensure there is no break in service during the transition between the Contractor hereunder and any previous or successor Contractor during phase-in and phase-out of travel operations. The transition shall be handled with minimal disruption to the customer. 1.9.2. The Contractor shall allow any successor Contractor access to Government owned or controlled office space 90 calendar days prior to contract expiration, for site surveys. 1.9.3. The Contractor shall issue and deliver tickets for travel commencing within three calendar days after contract expiration. Tickets shall be delivered no later than the close of business of the last workday of the contract based on the Contractor receiving authorization for ticketing. 1.9.4. The Contractor shall continue to reconcile all forms of payment for 120 calendar days after the contract performance period ends. 1.9.5. The Contractor shall electronically transfer to the successor Contractor all un-ticketed travel records contained in the incumbent Contractor's data repository applicable to the effort under this contract. This includes all un-ticketed records in the pre-travel and travel phases. The Contractor shall be liable to indemnify the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information due to actions of the Contractor. 1.9.6. For DTS transactions, the Contractor shall ensure that, prior to CTO conversion, the Passenger Name Record (PNR) validation worksheet has been completed and submitted to the Defense Travel Management Office (DTMO). Additionally, the Contractor shall ensure that active pseudo city codes have been established. All the aforementioned actions must occur 4 weeks prior to processing actual DTS transactions. 1.9.7. The Contractor shall cease operations and vacate all Government facilities by 12:00 midnight on the last working day of contract performance, unless otherwise approved by the Contracting Officer. 1.9.8. The Contractor may be expected to perform service not later than 60 calendar days after Task Order award. However, certain overseas locations may require 90 calendar days. 1.9.9. No later than the 20th calendar day after contract expiration, the incumbent Contractor shall provide to the COR, COTR, and QAE a report for each payment mechanism containing the following information for each unbilled transaction (debits and credits) remaining in the incumbent Contractor's database: complete ticket number, traveler's name, accounting data, travel authorization number/travel order number, complete itinerary and dollar amount. The Contractor shall be liable to indemnify the Government for any costs or losses sustained as the result of failure to deliver accurate and complete information due to actions of the Contractor. 1.9.10. For DTS transactions, prior to task order expiration, the incumbent Contractor's Pseudo City Code (PCC) or Subscriber Identification (SID) shall be disconnected from the DTS Reservations Module, which shall prevent creating new PNRs, modifying or cancelling existing reservation. The CTO may receive reservations approved prior to disconnection on their ticketing queue. During this transition period, DTS users will be unable to create new reservations or modify and cancel existing reservations using the Reservations Module. The CTO may receive approved reservations on their ticketing queue for processing and shall place all ticketed, cancelled, and modified DTS PNRs on the polling queue until the last working day of the contract performance. The CTO shall delete Branch or Bridge access between their PCC or SID and the DTS PCC or SID by 12:00 midnight on the last working day of task order performance. 1.10. Security of Proprietary Information 1.10.1. Contractors providing travel services under this contract shall not intentionally obtain or disclose unauthorized proprietary information of another Contractor's CTO through use of the Defense Travel System (DTS) Pseudo City Code (PCC). Such unauthorized access into the DTS is unacceptable. The Department of Defense will report unauthorized access in accordance with 18 U.S.C. - 1030 - Fraud and related activity in relationship to computers. Further, known or suspected computer vulnerabilities of the DTS must be officially and explicitly reported to the Contracting Officer and the DTS Program Management Office immediately upon discovery to allow for immediate resolution of the issues. 1.10.2. Whenever the contractor becomes aware that proprietary data pertaining to all related services to support official travel activities of authorized DoD travelers has been lost, stolen, or compromised, the Contractor shall immediately begin the process of notifying all effected cardholders. The contractor shall also notify the Defense Travel Management Office (DTMO) immediately, but not later than five (5) calendar days after the loss or compromise was discovered. 1.11. GOVERNMENT HOLIDAYS 1.11.1 The following holidays will be observed by the Contractor unless otherwise instructed by the Contracting Officer. All other observed holidays will be identified in the Task Order. 1.11.2. Any reference made to holidays shall be construed to mean the Government holidays listed below: New Year's Day Martin Luther King's Birthday President's Day Memorial Day Independence Day Labor Day Columbus Day Veteran's Day Thanksgiving Day Christmas Day 1.11.3. The Contractor shall coordinate all office closures other than for a Federal Holiday with the COR. 2. TRAINING 2.1. During Task Order implementation, the Contractor shall participate in four Government conducted implementation training sessions.. The training shall consist of a 60 to 90 minute presentation given to transportation officers and other DoD personnel over a two to three day period. The Contractor developed presentation shall introduce attendees to Contractor provided travel management services provided under this contract. It shall include information on areas such as CTO Assist travel services provided, after hours procedures, ticket delivery, and Centrally Billed Account (CBA) reconciliation procedures. The presentation shall be conducted through the use of Power Point Slides or other media. The Contractor is required to provide copies of all training presentations to attendees. The Contractor shall develop and provide for Government review and COR/LQAE approval, presentations and training materials appropriate to the event 30 calendar days in advance of the training event. 2.2. RESERVED. 3. REQUIREMENTS APPLICABLE TO BOTH DTS AND CTO ASSIST TRAVEL MANAGEMENT SERVICES 3.1. In accordance with compliance documents identified in Paragraph 12 of this Performance Work Statement (PWS), and the requirements in this contract, the Contractor shall perform Travel Management Services to support official travel activities of DoD sponsored travel. If the local business rules conflict with the requirements in this PWS, the Contractor shall perform in accordance with this contract. The services may include, but are not limited to the following: - Maintaining security of personnel data and ensuring enforcement of Privacy Act requirements; - Fulfillment: The travel service support function that fulfills (i.e., completes) the reservation process for the online booking customer. This function primarily includes ticketing of reservations, but may also incorporate CTO quality controls. The focus is to minimize CTO intervention in the travel process; - Centrally Billed Account (CBA) Demonstration: The Contractor shall provide a demonstration of the CBA reconciliation process for the DoD Service or Agency at the Task Order level as required. The CBA reconciliation demonstration shall include test scenarios developed solely by the Offeror. The CBA reconciliation demonstration shall consist of debits, regular credits, and airport debits/credits. The Contractor shall also demonstrate their ability to extract and report data from a DTS PNR in accordance with the Service and Agency specific CBA reconciliation file format. The Contractor shall be prepared to conduct a CBA reconciliation demonstration within the Washington DC Metropolitan Area. If not able to conduct a CBA reconciliation demonstration in the Washington DC Metropolitan Area, the Contractor will provide the demonstration at a proposed location approved by the government. The Contractor shall identify the proposed location in their proposal. The government shall notify the Contractor at least 10 days in advance on the date and time of the demonstration. - Air Mobility Command (AMC) Patriot Express Reservation: The Contractor shall arrange AMC Patriot Express Reservations where required. If this requirement is implemented, pricing will be obtained in accordance with applicable procurement regulations. The Government may provide the contractor access to the Global Air Transportation Execution System (GATES) or other electronic means for completing GATES reservations. 3.2. The C...