Military Entrance Processing Station CTO Implementation Personnel and

Military Entrance Processing Station CTO Implementation Personnel and Readiness

Small Business Set Aside Scope of Work Commercial Travel Office shall provide official Travel Services at designated locations. The Contractor shall provide Travel Services facilitated by the Defense Travel System (DTS) as well as Traditional Travel Services in advance of DTS availability at Government designated locations 11 June 2007 2

Transaction Fees The fee charged by a CTO is for one Do. D travel authorization, which includes all travel arrangements including enroute assistance. A transaction comprises of air, rail, hotel, or rental car reservations (or any combination, there of) and may include multiple segments, multiple tickets, or changes (including cancellations) for travel services • Fee is charged when the ticket is issued • If no ticket, fee is charged at time hotel or car reservations are made • If flight changes require that a new ticket be issued, a second fee can be charged Note: Transaction Fees are located in Section B of the contract 11 June 2007 3

Transaction Fee Definitions • Traditional Transaction • Request for travel management services received by the CTO directly, not using the DTS PNR-Gateway (Web Portal) • Traditional Non Air/Rail Transaction • Reservations for rental car, hotel and bus not involving an airline rail ticket made by traditional means. The fee for this service shall be charged upon confirmation of the reservation 11 June 2007 4

Forms of Payment There are three types of payment methods for travel services rendered under this contract • Individual Billed Account (IBA) • Centrally Billed Account (CBA) • Government Transportation Request (GTR) 11 June 2007 5

Transaction Fee Method Point of sale is the method charged for one Do. D travel authorization, which includes all travel arrangements. The fee shall be charged upon services being rendered by the CTO 11 June 2007 6

Requirements Italics text differentiates between Traditional and DTS services Reference C 6. 1. 3. Traditional Requirement Cancellation of arrangements CTO Actions C. 6. 1. 3 Upon a traveler’s request, the Contractor shall modify or cancel any Contractor arranged travel arrangements and provide appropriate cancellation confirmation numbers if provided by the commercial travel supplier. In the event that confirmation numbers are not used or are unavailable, the Contractor shall document the name of the individuals accomplishing the cancellation, as well as the date. Additionally, the Contractor shall process prompt refunds IAW best industry practices. 11 June 2007 7

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference Requirement C 5. 1. 5. DTS Traditional Passenger Name Record CTO Actions The Contractor shall provide standard remarks in their DTS Passenger Name Record (PNR) that, as a minimum, include the Contractor’s toll free assistance numbers for voice and fax, telephone number for collect calls, and instructions for return of unused travel documents. In addition, the Contractor shall include " Air fare paid by IBA traveler authorized reimbursement. " or “Air fare paid by CBA traveler NOT authorized reimbursement” and any unique travel documentation that the traveler needs to be aware of. N/A 11 June 2007 8

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference C 5. 1. DTS Requirement Itinerary CTO Actions The Contractor shall provide an itinerary to the traveler via electronic mail. The itinerary shall include, at a minimum, the traveler’s name, applicable routing information including carrier, flight number, ticket number, reservation/confirmation numbers(s), method of payment (Individually Billed Account (IBA), Centrally Billed Account (CBA), or Government Transportation Request (GTR)), transaction fee(s) imposed, and transportation charges. Additionally, the itinerary shall state: “If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations, this is a reimbursable expense, if the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense. ” Additionally, the itinerary shall include the Contractor’s toll fee assistance number, rental car and hotel data as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documentation. 11 June 2007 9

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference C 5. 2. 5. DTS C. 6. 2. 5. Traditional Requirement CTO Actions Reserved Cancellation or penalty charges and non-refundable The Contractor shall advise the traveler at the time of deposits reservation if any travel arrangements have cancellation or penalty charges, or nonrefundable deposits, including time frames and other conditions. This information shall also be specified in the itinerary provided to the traveler. 11 June 2007 10

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference Requirement When commercial travel vendors initiate a change to previously scheduled travel arrangements (including, but not limited to, a canceled flight, change in departure/arrival time, etc. ), the Contractor shall notify travelers of the change within one business day by phone or electronic message. If the change affects travel arrangements scheduled to occur or commence within the next 24 hours, the Contractor shall notify travelers immediately by phone or electronic message (time permitting). If the Contractor is unable to contact the traveler, the Contractor shall leave messages at the traveler’s phone number(s) and electronic mail address(es) as contained in the PNR. C 5. 2. 7. DTS Changes C. 6. 2. 7. Traditional CTO Actions When commercial travel vendors initiate a change to previously scheduled travel arrangements (including, but not limited to, a canceled flight, change in departure/arrival time, etc. ), the Contractor shall notify travelers of the change within one business day by phone or electronic message. If the change affects travel arrangements scheduled to occur or commence within the next 24 hours, the Contractor shall notify travelers immediately by phone or electronic message (time permitting). If the Contractor is unable to contact the traveler, the Contractor shall leave messages at the traveler’s phone number(s) and electronic mail address(es) as contained in the traveler profile 11 June 2007 11

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference Requirement CTO Actions DTS N/A C. 6. 2. 13. Traditional The Contractor shall not issue a premium class (first class or business class) ticket at government expense without receiving a signed or otherwise properly authenticated (in accordance with local business rules) travel order specifically authorizing that class of service. Travelers are authorized to upgrade to business class at their personal expense or use frequent travel benefits. Premium class travel 11 June 2007 12

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference C. 6. 4. 2. . Traditional Requirement CTO Actions Reimbursement The Contractor shall reimburse the Government for the difference between business or first class and the lowest appropriate fare if business or first class arrangements are used without appropriate approval in accordance with Do. D travel policy. 11 June 2007 13

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference Requirement CBA reconciliation shall be performed in DTS once the CBA reconciliation process in the system is operational. The reconciled information shall be provided directly from DTS to the Government. CBA reconciliation shall be performed by the Contractor for those travel services provided to travelers receiving traditional travel services or for those travelers utilizing DTS prior to full CBA functionality in the system. See Section J, Attachment 13 for additional CBA guidelines and requirements. For a Travel Area comprising more than one military service and/or defense agency, the Contractor shall perform CBA reconciliation for each service/agency represented in that particular Travel Area. C 4. 16. 1. DTS CBA reconciliation C. 6. 5. 1. 4. / C 6. 5. 1. 5 Traditional CTO Actions The Contractor shall be required to accept multiple CBA invoices at designated times during the month to support the Contractor “invoiced versus issued” comparison process. The Contractor shall be required to perform a comparison for each ticket item appearing on the CCV’s invoice against the Contractor’s record of issued tickets. The objectives of this comparison process are to determine the nature and validity of each line item (i. e. , both debits and credits), and to identify the Contractor’s best assessment of the nature of the charge (e. g. , a valid ticket charge, issued credit, advanced credit, previously applied credit, debit adjustment, or candidate dispute). The end result of this Contractor electronic review process is to document the Contractor’s best assessment as to the validity or nonvalidity of the transaction, based upon a comparison against its back office accounting records, and to forward this assessment to the TO in accordance with the specified timeframe. 11 June 2007 14

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference C 6. 1. 5. Traditional Requirement Itinerary CTO Actions For all reservations, the Contractor shall provide an itinerary to the traveler by the most efficient means available (i. e. , e-mail, fax, etc. ) and approved by the Government. The itinerary shall include, at a minimum, the traveler’s name, applicable routing information including carrier, flight number, ticket number reservation/confirmation number(s), method of payment (Individually Billed Account (IBA), Centrally Billed Account (CBA) or Government Transportation Request (GTR), transaction fees imposed, and transportation charges. Additionally, the itinerary shall state: “If your Individually Billed Account (IBA) is used as the form of payment for air/rail reservations this is a reimbursable expense, if the Government Centrally Billed Account (CBA) is used as the form of payment for air/rail reservations this is not a reimbursable expense. ” The itinerary shall include the Contractor’s toll free assistance number, rental car and hotel data, as applicable, plus any pertinent data to the reservation including instructions for return of any unused travel documents, and any required unique travel documentation. 11 June 2007 15

Requirements Cont. Italics text differentiates between Traditional and DTS services Reference C 4. 16. 2. DTS Traditional Requirement CTO Actions The Contractor shall provide research and other assistance as may be required to support the TO or other authorized Government official to resolve CBA reconciliation pending reconciliation issues. This assistance may be required on CBA reconciliation issues both in the DTS and outside the DTS. Note: The Contractor shall provide the CBA reconciliation package on one 3. 50 double density, double sided disk, along with three separate packages of travel orders, itinerary/invoices and refund notices in ticket number sequence 11 June 2007 16

Quality Assurance Surveillance Plan (QASP) • Provides guidelines to monitor and evaluate CTO services • Provides performance requirements • Provides a description of the roles and responsibilities of the Quality Assurance Evaluator (QAE) • Quality Assurance Evaluator (QAE), will be the designated support at the local or site level 11 June 2007 17

Performance Ratings • CTO performance areas are rated by determining an Acceptable Quality Level (AQL) of Satisfactory or Unsatisfactory • Ratings are assessed using local level feedback, direct observations and monitoring CTO service areas • CTO performance summaries are submitted in the CTO summary report 11 June 2007 18

Contract Discrepancy Report (CDR) • A Department of Army (DA) Form 5479 -R CDR will be issued to report unsatisfactory service by the CTO • CTO has five workdays to provide a response with improvement strategy • CTO will be re-rated 30 days after a DA Form 5479 -R CDR is issued • If performance does not meet Statement Of Work (SOW) requirements Contracting Officer (KO) will pursue contract action 11 June 2007 19