Request for proposal bid no. 13/06

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GENERAL SECRETARIAT OF THE ORGANIZATION OF AMERICAN STATES
("GS/OAS")

REQUEST FOR PROPOSAL
BID No. 13/06
FOR
OFF-SITE TRAVEL SERVICES PROVIDER

SECRETARIAT FOR ADMINISTRATION AND FINANCE

OFFICE OF PROCUREMENT SERVICES

(“GS/OAS/SAF/OPS”)

October 19, 2006

Issued by the Office of Procurement Services

GENERAL SECRETARIAT OF THE ORGANIZATION OF AMERICAN STATES
REQUEST FOR PROPOSAL

FOR

OFF-SITE TRAVEL SERVICES PROVIDER
BID No. 13/06

TABLE OF CONTENTS

Section			Page
I.	Introduction		3
II.	GS/OAS Travel Profile and Policy		3
III.	The Proposal Response Format		6
IV.	Selection Process		17
V.	Selection Criteria		17
VI.	Documents to be Presented by Each Bidder		18
VII.	Bidders’ Questions		18
VIII.	Request for Proposal – Closing Date and Time and Instructions		18
IX.	General Terms and Conditions		19
9.1.		Payment Terms	19
9.2.		Confidentiality	19
9.3.		Addenda to RFP	19
9.4.		Insurance	19
9.5.		Due Diligence and Information on the Contract	20
9.6.		Settlement of Disputes and Applicable Law	20
9.7.		Data Information Usage	21
9.8.		Privileges and Immunities	21
9.9.		Tax Exemption	21
9.10.		Contract	21
		Attachment II: General Terms and Conditions	22

I. INTRODUCTION

1.1 The General Secretariat of the Organization of American States (hereinafter referred to as “GS/OAS”) is a public international organization with headquarters in Washington, D.C., United States of America. The GS/OAS desires to obtain off-site travel services from the selected travel services provider (“TSP”) to be utilized by GS/OAS' employees, independent contractors, and all other persons affiliated with the GS/OAS to secure reservations and to obtain tickets for official travel^¹ and statutory travel,^² both domestic and international, mainly to and from Member States of the Organization of American States (hereinafter referred to as "OAS") in North, Central, and South America, and in the Caribbean, and also to and from other countries, as required. Although the main focus of the required travel services is official travel, the TSP may also be used for personal travel^³ by GS/OAS staff members and its affiliates.

1.2 The GS/OAS seeks to have a travel program that will provide highly responsive, sensitive, quality-oriented service to all of its travelers. Emphasis will be placed upon innovative approaches designed to obtain for GS/OAS both the highest obtainable quality of service and realistic, demonstrable cost savings. In that regard, GS/OAS expects the selected travel services provider to be able to leverage its consolidated buying power to obtain optimum airline discounts.
1.3 The Office of Procurement Services (“OPS”) manages the travel portfolio for the GS/OAS and is therefore the Contract Manager and the liaison with the GS/OAS.
II. GS/OAS TRAVEL PROFILE AND POLICY

GS/OAS Travel Profile

The following general information is based on estimated 2005 travel statistics and is provided to assist bidders in preparing their response to this RFP. The GS/OAS does not guarantee future travel patterns, travel volume, or dollar volume.

2.1.1 GS/OAS travel service levels: The GS/OAS travel service levels are as follows:

Level I: VIP Service Level for the Secretary General (“SG”) and the Assistant Secretary General (“ASG”).
- Service travel is first/business class.

Level II: VIP Service Level for approximately seven (7) additional persons.
- Service travel is first/business class.

Level III: Service Level for approximately thirty (30) Directors.
- Service travel is coach or economy class. However, when mileage or upgrades certificates are available, free upgrades to business class are requested.

Level IV: Service Level for GS/OAS' employees, independent contractors, and all other persons affiliated with the GS/OAS.
- Service travel is coach or economy class.

Background Information	Total Number
GS/OAS Office headquartered in Washington, DC	1
GS/OAS has Country Offices in OAS Member States in many of the countries in North, Central, and South America and in the Caribbean. Travel activities are conducted to and from all 34 OAS Member States)	31
Personnel working in headquarters (staff and contracted)	700(Approximate)
Personnel working away from headquarters (staff and contracted)	200 (Approximate)

2005 - Volume of travel tickets, expenditure and other data	Quantity
Airline tickets issued at headquarters.	2,100
Airline tickets issued away from headquarters.	N/A
Fares billed.	$5,683,000
Total expenses related to travel, including fares, per diems, terminal expenses, repatriation, transportation rental, excess luggage, field travel, passport renewals, and others.	$12,171,000
International travel.	95%
Domestic travel.	5%
International round trip travel from Washington, DC to Central, South America and the Caribbean countries.	85%
Most used airlines.	American Airlines, United Airlines, Delta, and Copa
Most frequent travel destinations.	The Caribbean, Central and South America
Economy class trips.	90%
Most frequently used number of segments in trip (4).	70%
Number of trips of two (2) segments.	15%
Complex international itineraries.	15%
First and business class trips.	10%
GS/OAS VIP Officials using first/business class (Level I).	2
GS/OAS VIP Officials using first/business class (Level II).	7
GS/OAS Directors using coach or economy class (Level III).	30
GS/OAS' employees, independent contractors, and all other persons affiliated with the GS/OAS using coach or economy class (Level IV).	400
Travelers to annual General Assembly.	150
Number of frequent travelers.	100
Per diem expenses.	$2,901,000 (Approximate)
Percentage of per diem amounts used in lodging.	50%
Potential number of room nights reserved through travel agency.	5,000 (Approximate)

2.1.2 Staffing: The OPS Travel Office is currently staffed by two persons who are responsible for making airline reservations and for issuing tickets. The GS/OAS also provides visa messenger service to Consulates three days a week in order to obtain official entry visas for persons traveling on official business

GS/OAS Travel Policy

2.2.1 The travel policy for the GS/OAS is set at Headquarters and is governed by the criteria and guidelines set forth in the following documents which are attached, hereto (see Attachment I) for purposes deemed necessary for your bid submission:

Articles 51 and 85 of the GS/OAS Standards to Govern the Operations of the General Secretariat.
Chapter VIII of the GS/OAS Staff Rules.
Administrative Memorandum No. 79 Rev. 3 (and future revisions).

III. The Proposal Response Format
3.1 Please structure your bid proposal in such manner that it responds, in numerical order, to the items in each of the sections below.

1.	Travel Services Provider Bidder Profile	Bidder’s Response
1.1	Full name, address and telephone number of TSP corporate headquarters (if applicable) or local branch office (if applicable) of the contact information for this proposal and the name of the TSP’s legal representative.
1.2	Details of incorporation of company and present legal status.
1.3	Years of experience providing travel management services for accounts for which annual airline expenditures are between $2 million and $10 million, and for which travel is primarily international.
1.4	Location where off-site travel services will be handled.
1.5	Number of employees in the off-site location.
1.6	Indicate the Caribbean countries in which your company’s branch office/associates offices are located: Antigua and Barbuda Bahamas Barbados Dominica Dominican Republic Grenada Haiti Jamaica Saint Kitts and Nevis Saint Lucia Saint Vincent and the Grenadines Trinidad and Tobago	Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____
1.7	Indicate in which of the following countries your company has branch office/associates offices: Argentina Belize Bolivia Brazil Canada Chile Colombia Costa Rica Ecuador El Salvador Guatemala Guyana Honduras Mexico Nicaragua Panama Paraguay Peru Suriname United Status of America Uruguay Venezuela	Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____ Yes ____ No_____
1.8	Total airline tickets sales volume by your company for 2004 and 2005 divided for each year as to both domestic and international travel.	Domestic sales: 2004 2005 $ $ International sales: 2004 2005 $ $ Total sales:
1.9	List the five top volume airlines in sales by your company for 2004 and 2005, for domestic and international travel.	Domestic 2004 International 2004 Airline Name Airline Name 1. 1. 2. 2. 3. 3. 4. 4. 5. 5. Domestic 2005 International 2005 Airline Name Airline Name 1. 1. 2. 2. 3. 3. 4. 4. 5. 5.
1.10	Transparency in TSP Accounts: GS/OAS shall have access to information on GS/OAS spending and on TSP costs and profits. (e.g. provide detailed reports specifying, among others, commissions earned by TSP, on airfare, hotel and car rental costs spent by the GS/OAS).	Accepted: Yes ____ No_____ Proposed alternative:
1.11	List the services or features in which your company is unique to the travel agent industry.
1.12	Summarize any unusual, innovative, and/or otherwise noteworthy programs and/or results, which your company has instituted and/or achieved in connection with its service to any or some of your company’s accounts. List the companies that have benefited from those services.
1.13	List all names of customers with whom/which there was a breach of contract, including litigation, claims and/or alternative dispute resolution proceeding regarding services provided within the last five years. Specify the reason for the breach of contract.
1.14	Why do you believe your agency should be selected by the GS/OAS as the winning bidder? What do you believe distinguishes your agency from your competitors?
1.15	a) List all company names, of accounts over $3 million that have terminated business with your company or not renewed over the last five years. b) What was the duration of the contract prior to the termination? c) Provide the address, telephone number and contact person. d) State the reason for termination of business.

2.	VIP Service Level for Secretary General (“SG”) and Assistant Secretary General (“ASG”) (Level I)	Bidders Response
2.1	All travel in business or first class for the SG and ASG.
2.2	Free dedicated non 800 telephone line reachable from overseas (outside the United States).	Accepted: Yes ____ No_____ Proposed alternative:
2.3	Bilingual Service Spanish / English.	Accepted: Yes ____ No_____
2.4	24/7 customer service.	Accepted: Yes ____ No_____
2.5	Free collect long distance calls domestic and international.	Accepted: Yes ____ No_____

3.	VIP Service Level for approximately 7 additional VIPs (Level II)	Bidders Response
3.1	Service travel is business or first class.	Accepted: Yes ____ No_____
3.2	Free non 800 number reachable from overseas (outside the United States).	Accepted: Yes ____ No_____
3.3	Bilingual Service Spanish / English.	Accepted: Yes ____ No_____
3.4	24/7 customer service.	Accepted: Yes ____ No_____
3.5	Free collect long distance calls domestic and international.	Accepted: Yes ____ No_____

4.	Service Level for approximately 30 Directors (Level III)	Bidders Response
4.1	Service travel is coach or economy class. However, when mileage or upgrade certificates are available, free upgrades to business class are requested.	Accepted: Yes ____ No_____
4.2	Free non 800 number reachable from overseas (outside the United States).	Accepted: Yes ____ No_____
4.3	Bilingual Service Spanish / English.	Accepted: Yes ____ No_____
4.4	24/7 customer service.	Accepted: Yes ____ No_____
4.5	Free collect long distance calls domestic and international.	Accepted: Yes ____ No_____

5.	Service Level for GS/OAS' employees, independent contractors, and all other persons affiliated with the GS/OAS (Level IV)	Bidders Response
5.1	Service travel is coach or economy class.	Accepted: Yes ____ No_____
5.2	Free non 800 number reachable from overseas (outside the United States).	Accepted: Yes ____ No_____
5.3	Bilingual Service Spanish / English.	Accepted: Yes ____ No_____
5.4	24/7 customer service.	Accepted: Yes ____ No_____
5.5	Free collect long distance calls domestic and international.	Accepted: Yes ____ No_____

6.	Quality assurance Provide details on quality processes for service level agreements currently in place with existing clients and penalties, for failure to meet standards including the method of measurement for the following:	Bidders Response
6.1	Bilingual English/Spanish service 24/7.	Method of Measurement:
6.2	Speed of telephone response.	Method of Measurement:
6.3	Call back response time.	Method of Measurement:
6.4	Response time for e-mail/fax reservations requests.	Method of Measurement:
6.5	Customer satisfaction surveys.	Method of Measurement:
6.6	Customer service complaints /inquiries.	Method of Measurement:
6.7	Complete Reservation accuracy.	Method of Measurement:
6.8	MIS reports delivery.	Method of Measurement:
6.9	Quick information to aid in trip planning.	Method of Measurement:
6.10	Ability to change reservations and itineraries.	Method of Measurement:
6.11	Ability to cancel reservations.	Method of Measurement:
6.12	Ability to upgrade to business class for directors.	Method of Measurement:
6.13	Free long distance calls.	Method of Measurement:
6.14	Identification of low cost air fare.	Method of Measurement:
6.15	Quality measurements.	Method of Measurement:
6.16	Overall agency quality program.	Method of Measurement:
6.17	Client satisfaction measurements.	Method of Measurement:
6.18	Travel counselor quality achievement measurements.	Method of Measurement:
6.19	Customer satisfaction measurements performed externally.	Name of company/ies:
6.20	Location of call center to serve GS/OAS.
6.21	Describe in detail the agency’s quality control plan to ensure that the most economical fares are monitored and verified.
6.22	Provide names of quality assurance auditing companies and authorization to receive audit reports from these companies.	Accepted: Yes ____ No_____

7.	Agency Personnel staffing	Bidders Response
7.1	Employee profiles of persons proposed by your company to work under this contract including bilingual (Spanish-English) language capability (please attach), and assurance from the TSP that the TSP’s bilingual staff capabilities adequately match the needs of the GS/OAS. Confirm that if, during the contract period, any of these persons is replaced by your company, that each replacement will have at least equal competence and bilingual capability as the person who is replaced.	Accepted: Yes ____ No_____
7.2	System for measuring performance.
7.3	Describe on going training system for your travel counselors.
7.4	Provide curriculum vitae of proposed manager for this contract, and assurance from the TSP that the TSP’s proposed manager capabilities adequately match the needs of the GS/OAS. Confirm that if, during the contract period, the manager is replaced by your company, that the new manager will have at least equal competence and bilingual capability as the person who is replaced.
7.5	Organizational chart of the TSP and of the operation to set up for the OAS.

8.	GS/OAS Traveler Profile	Bidders Response
8.1	What information will you include?
8.2	Outline your plan to obtain and update traveler profile information.	How to obtain: How to update:
8.3	Explain how you customize a traveler profile to reflect the applicable travel policy.
8.4	Will the traveler profile be in the Computer Reservation System (“CRS”) or in a separate database?	In CRS: Yes _____ No_____ Proposed Alternative:
8.5	Confidentiality and privacy policies.	Describe disclosure statements:

9.	Potential Airlines Partners	Bidders Response
9.1	Plan to assist and negotiate on behalf of the GS/OAS during negotiations with airlines in reference to potential fares and service levels.	Accepted: Yes ____ No_____
9.2	Agreements between GS/OAS and airlines will be honored when making reservations.	Accepted: Yes ____ No_____
9.3	Describe airline commission fee structure for the four (4) airlines most used by GS/OAS (see GS/OAS, Section II of the RFP).	Describe:
9.4	No transaction fee when booking with GS/OAS airline partners.	Accepted: Yes ____ No_____ Proposed alternative:
9.5	Negotiate complimentary tickets and/or upgrades at no charge to GS/OAS: (a) generated as a result of the volume of GS/OAS’ business with each airline; or (b) generated as a result of the TSP’s business volume with other companies that do not use upgrade certificates.	Accepted: Yes ____ No_____

10.	Passport and Visa Services:	Bidders Response
10.1	The TSP will coordinate with the GS/OAS assigned staffer to obtain the passports and official visas for GS/OAS travelers for whom these documents are required.
10.2	The GS/OAS must review all visa applications for completeness prior to dispatching the visa messenger to consulates, and GS/OAS keeps a log of each case in process and processed.
10.3	The TSP must keep a written control and log of the official visas requested by GS/OAS through the GS/OAS visa messenger to ensure timely submission/return of processed visas and passports.
10.4	The TSP will create and maintain updated a Web base visa requirement summary for each of the thirty four (34) OAS Member States.

11.	Domestic and International Hotel Bookings	Bidders Response
11.1	Describe your agency’s ability to provide information to travelers relative to lodging availability, costs and making reservations if requested.
11.2	Does your agency have preferred hotel rates and/or have a preferred rate hotel program available? If so, specify the countries and most frequently booked lodging chains or hotels with which you have contracted preferential rates in Caribbean countries, Latin American countries, the United States and Canada.
11.3	Define your ability to provide consolidated reporting data on hotel bookings by traveler, destination, property chain, and other variables.
11.4	Confirm your ability to safely transmit a traveler’s credit card number if required to guarantee a reservation for late arrival.

12.	Rental Car Bookings	Bidders Response
12.1	Describe any preferred car rental vendor relationship which might be available to GS/OAS travelers, or country offices.

13.	Airline ticket boarding passes	Bidders Response
13.1	Include a reasonable method to provide low fare offerings that are not available in the CRS, e.g. consolidated fares, low overhead airlines, etc.
13.2	How would you handle emergency bookings?
13.3	Separate business travel from personal travel so that cost and itineraries are priced and billed separately.
13.4	Provide details on servicing participants in pre-purchased mileage programs.
13.5	Provide details on procedures for lost tickets, as those procedures relate to requests made before, during, and after office hours, and on weekend/holidays.
13.6	Provide details on procedures for returned tickets and for processing related credits.
13.7	Provide details on reissued tickets that support the ability for GS/OAS to account for these reissues and related fees.
13.8	Describe the role of your agency in assisting the GS/OAS to enforce GS/OAS’ travel policy.
13.9	Describe any on line internal reservations software available by the TSP which may automate the process for GS/OAS staff making reservations and reducing the congestion of phone reservations.
13.10	Issuance of paper tickets at no additional cost, when required in specific cases.	Accepted: Yes ____ No_____

14.	Traveler Itineraries The itinerary copy to be provided with each reservation, is to include:	Bidders Response
14.1	Chronological listing of all reservations to include dates of travel flight information, ticket costs, and seat or wait list information.	Accepted: Yes ____ No_____
14.2	Hotel reservations, including confirmation number, rate secured, guaranteed reservation information, and time limit required for cancellation.	Accepted: Yes ____ No_____
14.3	Car rental information to include pick up location, rate booked with class of vehicle, and confirmation number.	Accepted: Yes ____ No_____
14.4	Standardized customer itinerary remarks as agreed upon with GS/OAS, to include lowest available air fare offered, lowest available air fare in the class of service booked, emergency (hot line) numbers in destination countries, country specific required documentation, phone numbers and addresses of OAS offices in Member States and other emergency numbers.	Accepted: Yes ____ No_____
14.5	Updated itineraries if reservation information is altered through phone, e-mail or fax.	Accepted: Yes ____ No_____

15.	Disaster Recovery	Bidders Response
15.1	Detail your system ability to provide traveler reservation information in the event of a disaster that occurs on an airplane or in other mode of transportation.

16.	Group Services	Bidders Response
16.1	Briefly describe your agency’s ability to handle and make travel arrangement for groups traveling outside GS/OAS Headquarters including for example, changing travel schedules, itineraries, hotel negotiation, transportation and other travel-related needs.	Accepted: Yes ____ No_____

17.	Reports ( Management Information Systems)	Bidders Response
17.1	Reports are required on a monthly, quarterly, semiannual, annual, and on an ad hoc basis.	Accepted: Yes ____ No_____
17.2	Briefly describe your capability to present summary reports, such as airfare, hotel and car rental activity, frequent destination and itinerary changes. Sample reports must be provided with your bid submission.
17.3	Specify formats available for reporting (e.g. on line, disk, e-mail, etc.).
17.4	Explain how conversion of foreign currencies will be accomplished for reporting purposes.
17.5	Explain any proprietary systems particular to your agency.
17.6	Provision of standard round trip fare listing to the 34 OAS Member States for using airline home travel (statutory) benefits (to main cities and other cities, as required).

18.	Travel Technology	Bidders Response
18.1	Identify your CRS affiliations.
18.2	Indicate back-up system and contingency plan for CRS failure.
18.3	Describe your telephone, fax and e-mail access systems.
18.4	Indicate the system for the retention schedules for all travel records for up to five years.
18.5	Provide best fare “web-only fares” on CRS.
18.6	Provision of customized web site.	Yes__________ No_______
18.7	Maintain the traveler’s frequent flyer accounts and enroll travelers in any available airline mileage program.

19.	Price Proposal I $ per unit fee (specify)	Bidders Response
19.1	Airline ticket (electronic).
19.2	Airline ticket (paper).
19.3	Airline ticket (prepaid).
19.4	Airline ticket (self-service on line).
19.5	Airline ticket (group more than 20).
19.6	Airline ticket (group more than 50).
19.7	Airline ticket (group more than 100).
19.8	Airline ticket including hotel.
19.9	Airline ticket including hotel and car.
19.10	Airline ticket reserved (by phone, fax or email).
19.11	Hotel only.
19.12	Car only.
19.13	Hotel and car only.
19.14	Train ticket.
19.15	Split ticket.
19.16	Delivery fee to GS/OAS buildings.
19.17	Voids.
19.18	Refunds.
19.19	Upgrades.
19.20	After Hour Services.
19.21	Long distance calls (International).
19.22	Reporting.

20.	Price proposal II Alternative price fee based on a cost-plus contract	Bidders Response
20.1	Itemize each cost.	1. 2. 3. 4. 5.
20.2	Total cost.	$
20.3	Percentage of profit.	$

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