Defense Travel Management Office (DTMO), Department of Defense (DoD) Travel Assistance Center

The Defense Human Resources Activity (DHRA) (hereinafter "The Government") in support of the Defense Travel Management Office (DTMO), is seeking information on how an interested vendor could provide services in accordance with the draft Performance Work Statement (PWS) for management of travel service centers in support of its Travel Assistance Center (TAC) requirement. The proposed NAICS for this effort is 561422; "Telemarketing Bureaus and Other Contact Centers" (size standard $11 Million). In accordance with FAR 5.205, Contracting Officers may transmit to the GPE special notices of procurement matters such as draft specifications for review. The draft PWS is hereby released for public review and comment. The purpose of the draft PWS is to assist the Government in developing the highest quality requirements documents. Interested vendors are invited to: (1) Provide comments/questions on all aspects of the draft PWS; and (2) Identify any areas in the draft PWS that are confusing or ambiguous, which may warrant additional information or clarification. This notice is issued solely for information and planning purposes - it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. All submissions become Government property and will not be returned. Background TAC provides 24/7 support to the DoD traveler. Assistance is requested through multiple avenues: directly to the TAC via the TAC phone number, instant messaging/chat feature, or by a help request form accessed through the online Travel Explorer (TraX) system, created and maintained by the DTMO. Each request results in a ticket created by TAC personnel handling the call/chat or automatically by the customer or their representative when they submit a help request through TraX. Requested Information Part A - Vendor Information 1. Vendor name, address, website, Data Universal Numbering Systems (DUNS) Number, and Commercial and Government Entity (CAGE) Code. 2. Points of contact to include e-mail address and telephone number. 3. Type of business, including socio-economic category (e.g. Large, Small, 8(a) Participant, Small Disadvantaged Business, HUBZone, Woman-Owned Small Business, Service-Disabled Veteran-Owned Small Business, or Non Profit). 4. If available, please include the name and number for any current Federal Supply Schedules or Government-Wide Acquisition Contracts for your company that may be relevant for this type of service. Part B - Capabilities and Market Information 1. Please describe your organization's breadth of expertise/competency to respond to the draft PWS. This might include: a. Experience providing direct customer contact services to DoD or Federal customers in support of an enterprise. b. Technology expertise and experience. c. Operating a 24/7/365 service center. d. Operating a support center at a national or international-level scale. e. Expertise in Federal or DoD or Commercial travel technology. f. History of providing similar services to federal and private-sector clients. 2. What are the company's overall skills, experience, and capabilities to execute a contract based upon the program's requirements? 3. Briefly describe your experience with Information Technology security, specifically: a. Obtaining and maintaining an authority to operate in accordance with the Risk Management Framework (RMF) documented in Department of Defense Instruction 8510.01. b. History with and/or an ability to comply with DFARS Clause 252.204-7012, Safeguarding Covered Defense Information and Cyber Incident Reporting. 4. Can your company independently provide the entire range of requirements? If not, which requirements cannot be met? 5. Describe your company by the number of Contacts you currently handle per year, number of call center agents employed, and where you are located geographically. What location(s) would you recommend to provide service for this requirement? Part C - Requirement and draft PWS information 1. PWS para 4.7.1 designates a 60 day transition-in period. Address what the vendor believes to be a sufficient implementation timeline for this project. 2. PWS para 4.4 describes a set of performance indicators and minimum target service level standards. a. What would the vendor recommend as performance indicators for this requirement? b. What would the vendor recommend as service level minimums and targets? c. Would large fluctuations in contact volume affect the vendor recommendation? How so? 3. PWS Para 4.6 includes a set of recurring reports. a. What recurring reports, if any, does the vendor believe would be sufficient to ensure metrics, data, historical information, etc. is maintained and recorded regularly between the vendor and the Government? b. What information does the vendor believe should be included in the monthly report detailed in paragraph 4.6.1? 4. Provide Performance Metrics (if any) that are standard components of your service offering. 5. Are any of the technical requirements or features listed in the draft PWS missing that would be considered typical for a travel service center with toll free services? If so, which ones? 6. Do you have any feedback or suggestions regarding the draft PWS or this requirement the DTMO should consider? Part D. Background and Past Experience 1. Provide the information on a similar project in an environment of similar scale completed within the last five (5) years for which the responder was a Prime or Sub-Contractor. a. Project Identifiers i.The project name ii.Approximate project value iii.Contract number (if Federal) iv.Type of contract (if Federal) b. POC information i.POC Name & Title ii.POC Telephone iii.POC Email c. A description of the project. For example, you may want to include: i.Summary of the project ii.Your company's role and services provided iii.Challenges and successes iv.Key metrics v.How many employees you managed as part of this effort vi.Other stakeholders and relationships/interactions with those stakeholders vii.Similarities to the required work outlined in the current draft PWS Attachment: Draft Performance Work Statement Responses All submissions for this notice must be in either Microsoft Word format version 2013 or greater or Adobe PDF format and shall be of 11pt font size or greater. The total page limit for all sections, when combined, shall not exceed 25 pages in total. Due Date for Comments/Questions The Government requests interested vendors submit questions and/or comments related to the draft PWS no later than 4:00 PM ET on January 11, 2019 to Erica Conley at Erica.m.conley.civ@mail.mil. Additional Information Comments will have no bearing if an RFP is issued for this requirement. The use of comments to finalize the structure of the PWS is at the discretion of the Government. Eligibility in participation in a future acquisition does not depend on a response to this notice. The draft PWS is not a solicitation and the Government is not requesting proposals. The draft PWS is for planning and information purposes only. It is not to be construed as a commitment by the Government nor will the Government pay for any information submitted. The information provided in this notice is subject to change and is not binding on the Government. This notice DOES NOT constitute an Invitation for Bids (IFB) or a RFP and is not a commitment by the U.S. Government to procure subject services. No funds are available to pay for preparation of responses to this notification. No basis for a claim against the Government shall arise as a result from a response to this announcement. No RFP exists; therefore, do not request a copy of the RFP. If an RFP is issued it will be synopsized prior to its release and published on a Government Point of Entry (e.g. FBO,GSA ebuy, etc.). It is the responsibility of interested vendors to monitor this site for the release of any final RFP and any amendments.