ANNEX I. Statement of Work

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1 JOINT REQUEST FOR PROPOSAL FOR TRAVEL MANAGEMENT ANNEX I Statement of Work Participating Agencies 1. United Nations Office For Project Services (UNOPS) 2. United Nations Development Fund (UNDP) 3. United Nations Population Fund (UNFPA) 4. United Nations Children's Fund (UNICEF) 5. World Health Organization (WHO) Page 1 of 36

2 Table of Content 1 Introduction & General Overview 2 Responsibilities of the Parties 2.1 The UN Organizations Responsibilities Contract management Facilities and related issues 2.2 The Company Responsibility General description Facilities and related issues Compliance with the service level agreement and other contractual obligations 3 Services and Service Level Agreement 3.1 Framework Client Service Cost Savings Travel Management 3.2 Booking, Ticketing and Traveller support services Outplant Booking, Ticketing & Processing Solution Provision of negotiated Air Fares and Implementation of UN Corporate Air Fare Agreements Out of Standard Working Hours and Crisis Support Online Booking Tool (OBT) & Travel Portal Booking and ticketing services provided by on-site offices (implants) 3.3 Visa Services for Copenhagen based travellers 3.4 Management Support and Reporting Strategic Guidance and Market knowledge Management Reporting Statistical & Management Reporting SLA Performance Reporting Annual Business Plan Meetings and Steering Committee Client Satisfaction Survey 3.5 Other Travel related Services Special Assistance Meeting Arrangements & Cost Estimates Baggage allowance & Excess Baggage Travel documentation & information delivery E-tickets delivery Schedule changes Lost or stolen tickets Itinerary (air) Itinerary remarks Page 2 of 36

3 3.5.5 Quality Control PNR Control Quality Representative ISO Certification Complaints from the UN or UN travellers Computer Reservation Systems Local issuance restrictions Amenities Destination Information Company & UN Traveller Profiles Refund & Cancellations Private Deviations within Official Travel Accounting, Invoicing & Payment Hotel Booking & Special Rates Car Rental 4 Key Performance Indicators & Penalties 4.1 Key Performance Indicators and Related Targets 4.2 Penalties and Compensation in case of non-performance 4.3 General Air Fares Compliance 5 Independent Audit of Air fares 6 Leisure Travel for Staff 7 Operations arrangements: Human Resources, Office Space and Services provided by the UN 7.1 Human Resources Number of Staff Staff Skills and Experience Recruitment 7.2 Office Space and Services provided by the UN Organizations 7.3 UN Organization s on-site Offices and current Travel Agent staffing 8 Contract Implementation Plan 9 Other Terms 9.1 Travel Authorizations 9.2 Travel Authorizations-Emergencies 9.3 Compensation for services and Payments to the Company 9.4 Overrides and commissions perceived by the Company 9.5 Insurance Page 3 of 36

4 9.6 Code of Conduct 9.7 Discrimination 9.8 Changes within the UN 9.9 Records & Books of Account 9.10 Exit Conditions (Contract expiry termination) 9.11 General Provisions with regard to the Statement of Work Appendices: 1 Appendix 1 Traffic Volume and background information 2 Appendix 2 Travel and Management Reporting Data 3 Appendix 3 Specifications for On-line Booking Tool (OBT) Page 4 of 36

5 1. Introduction & General Overview 1.1 The Copenhagen offices of the United Nations Office For Project Services (UNOPS), United Nations Development Fund (UNDP), United Nations Population Fund (UNFPA), United Nations Children's Fund (UNICEF) and World Health Organization (WHO), hereinafter referred to as the UN as a whole and individually as each UN Organization or their own acronyms, the UNOPS, the UNDP, the UNFPA, the UNICEF, the WHO wishes to solicit proposals from travel management companies to provide support services including air and rail travel reservations, ticketing, VISA services as well as related advisory and reporting services. 1.2 The UNOPS Sustainable Procurement Practice Group (UNOPS SPPG) undertakes procurement on behalf of the United Nations Office For project Services (UNOPS). In addition, UNOPS SPPG acts as the lead procurement agency for this specific RFP. The SPPG strives to harmonize requirements and to consolidate procurement volumes of UN Organizations in Copenhagen, Denmark in order to obtain economies of scale, which include: 1. United Nations Office For Project Services (UNOPS) 2. United Nations Development Fund (UNDP) 3. United Nations Population Fund (UNFPA) 4. United Nations Children's Fund (UNICEF) 5. World Health Organization (WHO) 1.3 Bidders are hereby informed that the UNOPS SPPG intends to make the results of this RFP- SPPG available to the United Nations entities listed above. The participating organisations might be opting for individual LTAs or joint LTAs for some or all of the participating UN Organisations. 1.4 The overall gross air and rail ticket spend of UN Organizations in Copenhagen was approximately 85.3 Million Danish Kronor (DKK) in 2012 (equal to USD 15.2M). Details of volume of travel of each UN Organization in 2012 and information on connections is outlined in Appendix 1 of this document. It is however understood that the UN cannot commit to maintain in the future the traffic volume presented in Appendix 1. The mentioned volume includes the UNOPS global travel volume for all offices. For WHO the volume includes travel booking for WHO offices in the WHO Euro region. For the other participating UN Organisations, the travel volumes reflect the travel volume related to their operations in Copenhagen. 1.5 Presently, travel management services are delivered by 3 UN dedicated Staff located in 1 on-site implant in WHO. All other participating UN Organisations are using some form of outplant arrangement with travel planning and / or booking by own staff and support from offsite locations (back office support) from current holders of Long Term Agreements (LTA). 1.6 The UN has defined common requirements for Travel Management services. However, the bidding travel management companies, hereinafter referred to as the Company, must consider that each UN Organization is administered separately and independently, some even having several separate accounts within the same organisation. Each UN Organization has an individual travel policy and administrates its travel budget independently. Travel related procedures as well as travel information systems are specific to each Organization. Page 5 of 36

6 1.7 Instructions for submitting a proposal are presented in the Request For Proposal (RFP) document. Proposals which will not comply with the instructions will not be evaluated. 1.8 The participating UN Organizations will jointly evaluate each proposal, as per established criteria and methodology described in the RFP. The participating UN Organisations intend to make a single award for Travel Management Services based on the proposal that represents the best value for money considering the best interest of the participating UN Organisations. Based on this, the result of the selection will either lead to a single Company servicing all UN organizations through individual LTAs negotiated and signed between the Company and the respective UN organizations considering their general conditions of contract or, alternatively, to more than one provider in case the evaluation process shows that it is in the best interest of the organisations to make multiple awards. In the case that awards will be made to more than one service provider, each agency will as result of this tender exercise only sign one LTA with one service provider. This will depend on the financial proposals and the relation between offered fees and constraints in relation to estimated travel volumes (= size of account). 1.9 Financial proposals shall be prepared as per details in Annex III (Special Instructions and Evaluation Criteria) Should major changes occur in market conditions or UN internal context, each Organization reserves the right to renegotiate with the selected company the terms and conditions defined by the present Statement of Work The new travel LTAs are expected to be in place by end September 2014 with start of services scheduled for October In order to facilitate the implementation of the new travel LTAs, the participating UN Organisations reserve the right to define an incremental implementation plan settingup individual LTA start dates for each UN organization. However, all LTAs are expected to be fully implemented and compliant with the Service Level Agreement (SLA) described below in the course of the year The present RFP shall lead to agreement(s) valid for an initial period of (3) three years. The LTA(s) may be extended, on the same terms & conditions and at the sole discretion of the participating UN Organisations, for (2) two additional periods of (2) two years each or for any shorter period. The maximum duration of the agreements will be (7) seven years The participating UN Organisations may terminate the agreements or any services under these agreements, without prejudice to any other rights or remedies, by giving 180 days written notice to the Company. 2. Responsibilities of the Parties 2.1 The UN Organizations Responsibilities Contract Management. Each UN Organization will perform contract management functions, provide policy guidance, and coordinate services and management efforts for their specific Organization. In addition, the UN will organize regular meetings with the Company to ensure proper monitoring of all services rendered. Page 6 of 36

7 2.1.2 Facilities and related issues. Please refer to Chapter The Company Responsibilities General Description. The Company shall provide a comprehensive travel management solution and implement a program responding to the strategic requirements of the participating UN Organisations in terms of customer service, costs savings and policy compliance. The company shall provide all personnel, equipment (except as those provided by the UN), systems, technology, materials, supervision, account management, as well as all other items and services necessary to perform comprehensive travel management and visa services as defined herein Facilities and related issues. Please refer to Chapter Compliance with the Service Level Agreement and other contractual obligations as outlined below. 3. Services and Service Level Agreement 3.1 Framework Travels originating from both, abroad and Copenhagen shall as much as possible be serviced by outplant (offsite) service delivery arrangement, with an online booking / travel management tool solution. The online booking tool shall enable users to make worldwide travel arrangements and will have access to the best available airfares, including local market fares and UN negotiated fares. In addition, for the WHO Regional Office for Europe, the Company shall provide service by an on-site implant with up to 3 staff. On-site implants will have full capabilities to make worldwide travel arrangements and will have access to the best available airfares, including local market fares and UN negotiated fares. WHO also intends to make use of the online booking tool (OBT) solution as much as possible and intends to make bookings through the implant solution for more complex cases. The actual number of implant staff will be determined during the bid evaluation, based on the expected split between OBT and implant bookings and the offered rates / fees for these solutions. The offer of the Company shall support the following common strategic objectives defined by the UN Client Service: Deliver high quality of service through off-site outplants and an on-site implant processing both, travels from abroad and Copenhagen, including global travel for all UNOPS offices Deliver travel services through outplants and the WHO implant, staffed with highly professional, client oriented travel counsellors Provide emergency Out of Standard Working Hours (OSWH) services to UN travellers worldwide Ensure optimized resource utilization through state-of-the-art travel management processes and call distribution systems Provide user-friendly communication tools & trainings on travel related matters, including a comprehensive Travel-Portal. Page 7 of 36

8 Deliver highly professional visa services provided by specialized agents and processed through an on-line visa request & tracking systems Cost savings: Achieve cost savings by ensuring strict compliance with UN travel policies, online booking tool implementation, and extensive use of corporate air fares Determine the most economical routes in compliance with UN travel policies using experienced air fare experts Implement a user-friendly Online Booking / Travel Management Tool solution supported by a cost effective offsite service and support centre. Ensure a seamless integration of online and offline solutions into a single, client-oriented travel process Provide highly competitive Company negotiated fares and proactively apply UN negotiated fares, in particular, but not only, those established in Copenhagen Offer fully automated and highly efficient ticket invoicing and refund tracking systems Travel Management: Ensure continuous travel monitoring and optimization Identify and implement further service optimization and cost saving opportunities at both, strategic and operational levels Support the UN with respect to green and sustainable travel programme Provide proactive assistance, when required, to the airline negotiation process and corporate fare analysis Provide comprehensive management data. Set-up user friendly, fully reliable management dashboard reports as well as a yearly business plan. 3.2 Booking, Ticketing and Traveller support services Outplant booking, ticketing & processing solution The Company must propose an outplant (offsite) solution to participating UN Organisations for a cost effective booking, ticketing and processing arrangement The decision to use the outplant arrangement by the Company will be taken individually by each UN Organization All participating UN Organisations intend to opt for the outplant option for the processing of totality of its travel arrangements (depending on the type, complexity or origin of the travel etc ). WHO consider use of the outplant solution for one part of its travel and an implant solution for the other part and hence a hybrid (implant/outplant) approach could therefore be considered by WHO The participating UN Organizations will opt for the outplant option at the beginning of the LTA, WHO might do so as well or at any time during the term of the LTA The company should provide the outplant arrangements at no extra set-up cost. Should any Organization choose to change its set up between implant and outplant, or vice versa, the rates and quality of services agreed with other Organizations should remain unchanged. Page 8 of 36

9 In this case, the specific UN organization should give the Company a 6 months notice The proposed outplant platform should offer services as summarized below, but not limited to: - Deliver high quality of services for both, travel departing from Copenhagen and from abroad (at least 80% of "very/completely satisfied clients"). Be staffed with highly experienced and client oriented travel counsellors. - Provide the same support as for an implant for emergency services outside the standard working hours and in case of crisis. - Propose/Determine the most direct and economical routes using experienced air fare experts. The outplant platform should have full capacity and expertise in terms of booking and issuing corporate negotiated fares in Denmark and elsewhere. - Provide for travel from abroad, access to local market fares in order to book the most cost-effective route. - Provide a dedicated team for the participating UN organizations and ensure a backup team with the same level of professionalism. - Access methods and service level agreements equivalent to those of an implant The location and design of the outplant solution is left to the discretion of the Company provided that the proposed arrangement offer the same or similar performance level as an implant solution described in the statement of work. It should in particular offer equal or similar quality, reliability, professionalism and expertise proposed as the implant. The Company is expected to demonstrate its capacity to implement the proposed outplant solution, the adequacy of its management model, the effectiveness and userfriendliness of the proposed tools and systems. The Company should also outline the benefits as well as possible challenges and/or weaknesses of the proposed solution Any cost or process implications of accepting the outplant option for the processing of part or totality of travel must be clearly indicated in the offer Provision of Negotiated Air Fares and Implementation of UN Corporate Air Fare Agreements Proactively apply UN negotiated fares, in particular, but not only, those established in Copenhagen. The UN reserves the right to require the use of specific airlines offering negotiated discounts to the UN Provide, when required, assistance for loading and updating of UN negotiated fares to allow issuance of tickets through On-line Booking Tool (OBT) / Computer Reservation System (CRS). Ensure proper implementation of UN air fares negotiated in Copenhagen Offer (Travel Agent) negotiated air fares which can effectively contribute to increase the level of savings achieved by the Organization Update regularly the UN about Company negotiated fares and ensure that these fares are accessible to the UN through the Global Distribution System (GDS). Page 9 of 36

10 3.2.3 Out of Standard Working Hours and Crisis Support Provide Out of Standard Working Hours emergency support to the UN travellers as listed below: - Provide access to a 24/7 service platform with adequately trained personnel at no additional charge for emergencies arising while the Travel Agent s offices are closed. - Provide all essential services with regard to travellers booking and ticket issuance. - Ensure that the emergency platform staff is knowledgeable about standard UN procedures. - Provide after-hours contacts for key management personnel as mutually agreed. The participating UN organisations will submit a list of representatives authorized to order tickets for emergencies arising while the Travel Agent s offices are closed. - Provide after-hours contacts on all relevant communication supports (itineraries ) In case of a major crisis, set-up a dedicated UN support platform to provide all essential service with regard to travellers information, booking and ticket issuance. The dedicated emergency platform should be preferably staffed with selected implant / outplant (depending on solution agency by agency) travel counsellors and be available until the end of the crisis Set-up a multi-hazards business continuity plan and ensure all necessary updates Ensure capability to track, at any time, UN traveller s locations and bookings. In emergency situation, the Company will provide a comprehensive list of passengers locations and booking within 2 hours Propose, as an optional service, an access for UN travel managers to the latest traveller tracking technology/system. The system should offer comprehensive and real time traveller localisation capabilities and, if possible, outreach communication facilities through SMS, mobile phone and/or . The Company will provide access to the tracking technology/system, appropriate software implementation, maintenance, personalized support, as well as the necessary trainings. The access to the traveller tracking system ( ) will be proposed by the Company as an optional service. The UN reserves the right to determine at its sole discretion and subject to availability of funds if this service will be part of the final contractual agreement between the Organizations and the Company Online Booking Tool (OBT) & Travel Portal (for more detailed OBT specification > see Appendix 3) In order to allow travel arrangements at lower cost, propose, implement, maintain and upgrade at no extra cost, a user-friendly, client-oriented Online Booking Tool (OBT). The OBT shall allow use for simple round trip tickets as well as more complex itineraries. In a separate attachment is a specification for the OBT with requirements and functions that the tool should accommodate as far as technology allows. Each of the participating UN Organizations will determine independently the implementation strategy of the Online Booking Tool. Page 10 of 36

11 Furthermore, the UN reserves the right to select a third party online booking tool The proposed Online Booking Tool Solution shall at least have the following features: - Access through individual UN Organization s intranet or preferably from travel portal (see below). Compatibility with other mobile applications i.e. I-phone, Blackberry, etc. would be a plus. - Single ID access for each traveller/travel arranger to ensure security of the transaction and for appropriate tracking capabilities. - Fully configurable in order to accommodate at least all participating UN organisations requirements, rules and travel policies. - Real-time access to all public fares, web and low-cost fares as well as UN/Travel Agent corporate fares. - UN Organizations may opt to only display fares within their travel entitlements and policy. - Capabilities for implementing/linking with UN authorization processes for easy reconciliation of transactions against correct budget codes. - Real-time easy booking and ticketing, with options to hold bookings as per airlines policy and reminder to the traveller/travel arranger before the deadline elapse. - Guaranteed services at the online transaction fee in case of the tool unavailability. - Monthly reporting of OBT use Designate an implementation manager or an implementation team Support implementation and ensure customization of the standard tool according to each participating UN Organization s requirements and policy. Ensure proper maintenance of the tool in the Organization and provide training and documentation to UN staff Ensure that UN travellers profiles are initially uploaded in the online booking tool for further update by the travellers Implement at UN request and for each Organization a client (traveller) oriented online Portal to serve as entry point for travel related queries/processes Collaborate with the UN to set-up the B2B interfaces with corporate Enterprise Resource Planning (ERP) tools, if requested by any Agency Inform the UN about possible OBT enhancements Booking and Ticketing services provided by on-site offices (implants) (Air/Train) WHO only Render highly professional advice to travellers and travel arrangers (at least 90% of very/completely satisfied clients). Provide quotes on itineraries in accordance with WHO s travel policy and alternative quotes whenever requested by WHO Provide telephone, and walk-in service during standard office hours (Copenhagen time) for all travel requests originating from Denmark The process must consider that some of WHO travellers are non-staff members travelling from abroad with no access to intranets and sometimes based in countries with poor communication. Provision of service by is a mandatory requirement. Page 11 of 36

12 Book, issue and deliver tickets for travels originating from Copenhagen and abroad. Provide 100% of booking at lowest available fare in accordance with WHO s travel policy (best buy guarantee). Offer the necessary technical capabilities to access most attractive local air fares worldwide. Booking/ticketing through a local travel agent partners/travel office abroad should be proposed only if justified by a clear cost advantage Ensure access to all types of air fares (air carrier published, weblow- cost, UN and travel agent negotiated fares) on a same Booking tool display Proactively support all other aspects of the WHO s travel policy, including advance purchase policies implemented by WHO Issue with no limitation air tickets based on UN corporate fares negotiated in Denmark. It is understood that these fares can only be ticketed respectively, on the Danish territory Process changes, re-routings or cancellations requested by WHO travellers and re-issue air tickets in conformity with such requests. Calculate differences in fares, obtain any reimbursement which may be due to WHO and ensure endorsement to other carriers if required Provide adequate information to WHO travellers on fare conditions and ticketing deadlines Verify complex air itineraries by senior airfare specialist(s) Observe guidelines according to UN air carrier risk management and inform WHO and travellers about any significant changes in airline safety rating Record savings and missed savings achieved for each air booking (i.e. ticketed fare versus the most competitive public available fare on the route). Records shall be allocated to a predefined reporting category (UN corporate fares, Company fares, creative ticketing ). Likewise, missed savings should be recorded and codified according to predefined reason codes (not suitable departure /arrival times, not suitable airport...) Monitor the ticketing time limits and liaise with the traveller or travel arranger in order to purchase the lowest available fare Keep a comprehensive log of air booking history in Passenger Name Record (requests, proposed fares and options, changes, cancellations, etc.) Provide, as an optional service, a trip pre-auditing solution. The solution should allow travel managers to easily pre-audit bookings and verify compliance with UN travel policies before providing final travel authorization. The criteria used for the preaudit will be defined with each Organization based on their individual travel policies. The Company is expected to explain the precise features, advantages, limits and constraints of the service as well as to clearly indicate the types of fares/itineraries for which this service could be implemented. The trip pre-auditing solution ( ) will be proposed by the Company as an optional service. The UN reserves the right to determine at its sole discretion and subject to availability of funds if this service will be part of the final contractual agreement between the Organizations and the Company. Page 12 of 36

13 3.3 Visa Services for Copenhagen based travellers (Applicable to all UN Organizations) Ensure a seamless integration of visa arrangement services with other travel related procedures (e.g. Ticket booking procedures) Provide an on-line visa application system accessible to UN travellers & traveller arrangers offering the following capabilities: - Provide comprehensive information on visa related procedures, delays and requirements for UN travellers. - Provide all appropriate UN or consulates application forms and, when necessary provide internet links to the relevant consulates or embassies websites (for instance, when the application form must be filled in on the embassy/consulate s web site). - Ensure a real-time application tracking capabilities for both, travellers and travel managers Staff the visa centre with sufficient number of visa agents and messengers. Visa agents should be able to write, speak, and read English fluently Provide visa services within the following specifications: - Identify visa requirements and inform travellers by at time of original booking (within the same day if the booking was made in the morning and the following morning if the booking was made after 2 pm). - Provide all relevant information and visa application forms obtained from embassies/consulates to UN travellers. - Ensure daily visa requests collection by messenger services from all UN Organizations on-site offices. - Verify validity and completeness of all visa applications. An initial verification of completeness should be made by travel counsellors upon reception of the applications. - Prepare notes verbales to the attention of embassies and consulates in full compliance with applicable UN instructions and procedures. - Ensure prompt delivery of the visa applications to the Embassy/Consulate within one working day upon receipt for urgent cases and 2 working days for routine requests. - Ensure prompt collection from the embassy/consulate of the travel documents. Unless otherwise agreed with the UN, the travel documents should be collected on the day the visa was delivered by the embassy/consulate. - Liaise whenever necessary with UN staff responsible for processing and handling travel documents and authorizations. - Track, follow up, and ensure final delivery of passports and visas to the traveller s location, or otherwise as agreed. - Store all travel documents in a safe with possible access available to the authorized UN representatives In case the Company decides to sub-contract the provision of visa services, the technical proposal should provide comprehensive information with regard to the sub-contractor s profile, experience in visa services, and proposed technological solutions. Furthermore, the technical offer should outline the operational, contractual and managerial set-up governing the relationship between the Company and the sub-contractor. It is also understood that the UN will have no direct contract with the subcontractor and that the Company will have the responsibility of the visa service implementation in full compliance with the specification above. Page 13 of 36

14 3.3.6 For the UNOPS global set-up, bidders are requested to state in their offer the possibilities of offering the same or similar VISA services for UNOPS travellers worldwide. The access to the Visa Services system (3.3) will be proposed by the Company as an optional service. The UN reserves the right to determine at its sole discretion and subject to availability of funds if this service will be part of the final contractual agreement between the Organizations and the Company. 3.4 Management Support and Reporting Strategic Guidance and Market knowledge Provide strategic guidance and support to optimize UN travel management, including but not be limited to: - Travel processes and travel management structure optimization; - Cost reduction initiatives; - Airline negotiation process optimization Inform regularly on travel industry highlights and provide expertise on travel issues, including up-to-date information on governmental and airline regulations Provide upon request relevant industry benchmarks in the area of travel management including airfare market trends Management Reporting Statistical & Management Reporting Deliver and send by , monthly, quarterly or yearly reports as agreed with each Organization. The proposal shall contain a list of standard reports that are usually provided. A list of example statistical reports is presented in Appendix 2. The reports may be requested separately for each Organization or consolidated for the UN as a whole. Reports should be prepared and delivered as agreed with the UN Organisations, or upon request. The UN may require the Company to prepare new reports or to modify existing reports Deliver and send by to each Organization a quarterly management dashboard report including all essential reporting information, such as air tickets volumes & amounts, average ticket prices, type of air fares used, volumes/amounts for top routes and top air carriers, market share of air carriers, transaction fees amount, savings and missed savings (detailing performance by IATA fares, UN corporate fares, creative ticketing, Company fares and Low cost carriers) Provide, as an optional service, the access to an online reporting system through the OBT. The reporting system should allow travel managers to directly access standard and customizable reports covering all essential information broken down by organizations, departments, on-site implants, type of travel etc. (see Appendix 2 for type of data). The UN may require the Company to Page 14 of 36

15 offer new reports or to modify existing reports. Existing reports will be modified within two weeks of the request. Within its offer, the Company will provide online access to the management information system, appropriate software implementation, maintenance, personalized support, as well as a minimum of one training course per year. The access to the online reporting system ( ) will be proposed by the Company as an optional service. The UN reserves the right to determine at its sole discretion and subject to availability of funds if this service will be part of the final contractual agreement between the Organizations and the Company Undergo every year an analysis of corporate UN air fares, including industry benchmarks comparisons Provide every year an average air ticket price database based on historical data. The information will be broken down by destination, in an electronic form for easy up-loading in UN intranets Provide a comprehensive annual CO2 emission reporting as per ICAO standards Maintain detailed implants activity tracking reports (i.e. telephone, , online, changes, cancellations, etc.), at a frequency agreed with WHO Provide every Friday a pre-trip report showing the status of reservations and outlining the names and itineraries of the travellers scheduled to travel during the week-end and the following week SLA Performance Reporting Provide comprehensive data and performance reports against agreed service metrics of the SLA, including but not limited to: Telephone and performance measurements showing the percentage of calls/ s responded in accordance with the SLA requirements Number of visas provided and percentage of visa requests processed in compliance with the SLA. (if option exercised) Annual Business Plan The Company and the participating UN Organisations shall agree to an on-going Business Plan (updated every year), covering all major initiatives and including a timeline to accomplish objectives. The Company will provide monthly progress reports on performance against the Business Plan. Page 15 of 36

16 3.4.3 Meetings and Steering Committee In order to review service performance, organize regular management meetings with the UN representatives, the Company operation manager, key account manager and branch managers (schedule set by the UN). Organize separate management meetings with each organization (schedule set by each Organization) Prepare an agenda which summarizes the primary topics and objectives of the meeting as well as the status of all pending deliverables prior to the meeting Submit minutes within five business days following each meeting Client Satisfaction Survey Perform an on-going electronic customer satisfaction survey to measure the overall satisfaction of travellers and travel arrangers as well as satisfaction scores against selected service criteria Provide a consolidated monthly and annual customer satisfaction report broken down by Organization, travel office (implant), type of travel (departure from Copenhagen or from abroad) etc. Results will be used to assess the service level delivered by the Company and to set-up annual improvement plans. 3.5 Other Travel Related Services Special Assistance for travellers Provide assistance to the participating UN Organisations and UN travellers in case of accident, sickness, injury or death, loss or damage to baggage Meeting Arrangements & Cost Estimates Assist in the organization of travel plans for conferences and meetings Provide comprehensive cost estimates within one week to assist the UN in developing travel expense budgets for any travel, meeting or conference worldwide Offer solution to optimize meeting and conferences locations based on various criteria such as cost of travel or environmental consideration Designate a dedicated focal point for major meetings and conferences, in order to ensure proper coordination with the UN respective offices Baggage allowance & Excess Baggage Inform UN travellers about accompanied baggage allowance, excess baggage charges and rules Inform UN travellers about baggage insurance if requested and provide advice in case of lost baggage. Page 16 of 36

17 3.5.4 Travel Documentation & information delivery E-tickets delivery Ensure that 100% of all e-ticketed documents are delivered at maximum 24 hours following booking confirmation, unless otherwise instructed by UN or unless travelling occurs within that timeframe Schedule changes Promptly notify (i.e. SMS, ) travellers and travel arrangers of any schedule changes and/or delays which may interfere with the travel arrangements (airport closings or strikes, cancelled flights or trains or others). Inform travel managers in case of major disruption Lost or stolen tickets Act as liaison agency between the transporter and the traveller to resolve issues of lost or stolen train, bus, boat tickets and replace the documents in agreement with the UN Itinerary (air) Provide electronic itineraries to UN travellers in English, showing in one single and clear document with comprehensive reservation details: - Status of reservations on all carriers segments; - Travel dates, departure and arrival times at destination and transfer points; - Transportation costs in local currency including achieved and missed saving; - Conditions such as ticketing deadline (TDC), fare guarantee, assigned seats; - Contact s telephone number and 24h Out of Standard Working Hours platform service phone number; - Baggage allowance; - CO2 emission information; - Name of travel counsellor handling the reservation; - Lowest available offer at time of booking Itinerary Remarks Include standardised remarks (Company reminders and UN procedural information) Quality Control PNR Control Check each transaction by an automated quality control management system Quality Representative Designate a quality representative who will act as a focal point of the UN for service quality/complaint related subjects ISO Certification Provide quality certification (ISO 9001 or equivalent) within the first two years of contract implementation. Page 17 of 36

18 3.5.6 Complaints from the UN or UN travellers Ensure written acknowledgment and record in Computer Reservation System (CRS) / Complaint-Log within 4 hours Make regular advises of progress by quality representative Promptly investigate and resolve any complaints from the UN or UN travellers Ensure final resolution and response to UN or UN traveller within 10 days after written acknowledgement Final response to UN or travellers will explain the causes of the problem, and detail specific steps that have been taken or will be undertaken to prevent recurrence of the problem. The copies of all complaints received and the Company s written responses should be provided to the designated travel manager of each Organisation and/or at the request of that manager, held for review. Complaints reports must distinguish between Transportation Management System (TMS) Contractor errors and other types of incidents Computer Reservation System Provide and maintain the most recent Global release of CRS widely used in the Danish market and granting access to full airfare content (Amadeus, Galileo or other). For OBT users, the CRS shall be integrated in the OBT solution and delivered via the OBT interface. The CRS used needs to be named in the proposal Ensure capacity to access all types of fares (published IATA, UN corporate, web-low cost carrier fares...) on the same display / booking system Install at the Company s expense CRS connections at UN locations (implants & travel units) including cabling with remote internet access for the UN. The required number of workstations for UN travel units is outlined below (as far as known at this point). Organization Number of GDS workstations for UN Travel Units UNDP CS 1 WHO 1 per implant staff, max Ensure that CRS type will not be changed without the UN s approval Provide CRS technical support team located nearby Copenhagen Local issuance restrictions Describe in the technical offer, limitations (sanctions, embargos or other reason) that hinder the Company to make arrangements in certain markets (countries) or on specific carrier and provide alternative options Amenities Advise UN travellers of any carrier-provided amenities such as limousine transfers or complimentary STPC (stopover paid by carrier) hotels Destination Information Advise, when requested, on country of destination (visa requirements, time zone, local Company locations etc ). Page 18 of 36

19 Company & UN Traveller Profiles Build in the CRS the company profile for each applicable UN accounts Carry-out annual review of all profiles to ensure accuracy Build in the CRS traveller profile for each traveller. Complete the profiles loading for all existing travellers before the beginning of the contract Up-date travellers profiles and verify accuracy of information with the traveller when a new booking initiated Refund & Cancellations Process refunds of all fully/partially unused tickets within 48 hours following reception of request or notification If refund cannot be obtained directly by the Company, advise in writing within 48 hours that the refund application will be processed by a third party (Company s local partner ) Verify residual value of partially used tickets refunded by carriers. Any difference between UN s calculation and the actual refund shall be justified by the Company s calculation Advise the UN within 5 working days about possible penalty charges of cancelled travel requests Issue credit note for outstanding refunds within 30 days upon notification by the UN Absorb all cancellation charges or penalties for which the Company is responsible Obtain justification from airlines for rejected refunds Void and/or reissue tickets whenever possible instead of refunding Maintain a log of all pending refund requests and ensure the followup on a monthly basis or as otherwise agreed with the UN Inform the UN on a monthly basis of unused flight segments of outstanding refunds identified through an automated ticket tracking system Provide monthly and annual reports showing the status of settled and pending refund requests, including the total amount of penalties & amounts not refunded Private Deviations within Official Travel Personal deviations as part of official travel shall be billed separately to travellers and excluded from invoices to the UN The Company is expected to clarify which segments booked are for personal deviations. The Company will clearly document the cost and routings of personal portions and will calculate the additional cost involved The UN will not be liable for expenses related to personal portions, and reserves the right to audit all travel records to verify the accuracy of allocated costs between official and personal charges Accounting, Invoicing & Payment Offer direct invoicing or alternative solutions to avoid extra direct or indirect cost such as Optional Payment Charge (OPC) Provide solution for the purchase and issuance of low-cost carriers tickets. Page 19 of 36

20 Submit detailed electronic invoices for each transaction covering the following information: - reference of the Travel Authorization/Travel Request number; - name of the traveller(s); - date of travel; - travel itinerary; - currency and the amount of the ticket cost; - airport and security taxes; - the transaction fee billed, in accordance with the agreed pricing model; - any other relevant information requested by the UN Provide at a mutual agreed frequency Statement of Account (SOA) consolidating all invoices. - In case the invoice included in the statement of account do not conform to the instruction given in the UN Travel Authorization/entitlement, the UN shall only pay the amount authorized. - Whenever the Company has incurred or paid the expenditure involved in a currency other than in Danish Kroner, neither Party to the contract should gain on exchange rate fluctuations at the expense of the other party All invoices submitted for payment by the Company will be approved and settled by the UN within 30 calendar days after receipt of the statement of account by the payments section of each UN Organization. Any invoices questioned by the UN should be resubmitted within one month together with such explanations and/or clarification as may be required Billing will be done in principle in Danish Kroner. If previously agreed by the UN and in accordance with the local legislation, billing may be done in the currency of the country where the ticket was issued (relevant especially for UNOPS global solution) Collaborate with the implementation of B2B interfaces of corporate invoicing and payment systems Hotel Booking & Special Rates Book hotels free of charge in connection with air reservations. Apply lowest available rate in compliance with each UN travel policy, unless otherwise agreed with the participating UN Organisations Any cost or advance related to hotel booking should be charged & invoiced directly to the traveller, unless otherwise instructed by the UN Store and implement UN negotiated hotel rates in the OBT / GDS, including information on the required method of booking. Offer Company negotiated hotel rates worldwide Provide hotel itinerary including arrival dates, confirmation number, rate secured, guaranteed reservation information, time limit required for cancellation, contact addresses/phone numbers Upon UN request, provide assistance and support for the implementation of a cost-effective hotel programme Car Rental Provide bookings - lowest available rate at a separate cost Provide an offer of preferential rates in Copenhagen and Worldwide. Page 20 of 36

21 Provide car rental documents including pick-up and drop-down location, rate booked, class of vehicle, confirmation number. 4. Key Performance Indicators & Penalties The Company shall agree to perform the contract in accordance with the KPIs and related targets listed below. The UN may establish a penalty provision for non- performance of KPIs. 4.1 Key Performance Indicators and related targets 1. Travel: a) Traveller / Travel arranger overall satisfaction: - At least 90% on the top two scales of a five-level overall satisfaction measurement (previously agreed with the UN). During initial 12 months contract period, the UN can accept a score below 90%, but it should be in all cases above 70%. b) Booking / Ticketing services: - Provide 100% of bookings at the lowest available fare in compliance with each participating UN Organization s travel policy. - Ensure 100% of all e-ticketed documents delivered 24 hours after booking confirmed unless otherwise instructed or unless travelling occurs within that time frame. c) Telephone / / On-site (walk-in) assistance: - Minimum 85% of all telephone calls to be answered within 15 seconds or 5 rings. - Minimum 90% of all call-back within 60 minutes. - Maximum 3% lost telephone calls during normal office hours. - 80% of s responded within 6 business hours (100% within 24 hrs). - Out of Standard Working Hours calls to be answered within 5 minutes. - UN travellers shall not wait more than 5 minutes prior to receiving on site assistance. 2. Visas (Optional): - 100% of s informing staff on visa requirement addressed within the same day if the booking was made in the morning and during the morning of the following day if the booking was made after 2 pm % visa delivery to the Embassy/Consulate within one working day upon receipt for urgent cases and 2 working days for routine requests Penalties & Compensation in case of non-performance The UN will consider the contractor as underperforming if it does not comply with the key performance indicators indicated in section 4.1. The UN reserves the right to apply penalties up to 20% of the travel/visa agent fees as applicable in the following cases (based on a full month measurement): 1) Failure to respond to: - Minimum 85% of all telephone calls within 15 seconds or 5 rings; - Maximum 3% lost telephone calls during normal office hours; - 80% of s responded within 6 business hours (100% within 24 hrs). Page 21 of 36

22 2) Travellers/Travel arrangers overall satisfaction scores: top two scales of a five- level satisfaction measurement being lower than 70% duringthe initial 12 months implementation period and lower than 90% after the initial 12 months contract period. The five-level satisfaction measurement will be previously agreed with the UN. 3) Failure to deliver visa services within the timeframe and quality mentioned in the SLA. In case the Company is responsible of the failure to deliver visa within planned travel dates, no payment of fees should occur for that particular transaction. 4.3 General Air Fares Compliance The company agrees to cooperate with verifications of air fares offered and accept any UN and/or independent air fare audit. The Company will reimburse the UN for any significant amount by which fares offered to travellers has exceeded the lowest applicable fare within the context of the UN travel policy, and unless otherwise instructed by the UN. 5. Independent Audit of Air fares 5.1 Offer, as an optional service, a Company s performance evaluation by an independent third party airfare auditor. The audit would be carried out during the initial 3 years of the contract implementation and will be based on a sample of 500 PNRs. The purpose of the audit will be an assessment of the compliance with UN Travel policies and more particularly with regard to the the lowest available fare principle. 5.2 The Company will recommend a highly qualified, independent third party auditor established in the travel industry. However, the UN reserves the right to request alternative proposals and make the final selection. 5.3 If the percentage of errors discovered for a particular period exceeds 2 per cent, the UN will multiply the average DKK amount of the errors discovered during the audit by the percentage of PNRs containing errors and the total transaction for the period. The Company will reimburse the UN for this amount. To illustrate, if the average error is DKK and the error occurs on 3% of all PNRs, the amount due for a period with 1000 transactions would be DKK 12,000 (DKK times 3% times 1,000). It is understood that the UN will consider that an error was made by the travel agent if the fare booked is higher than the lowest available fare and was not preapproved or requested by the agency. This clause also applies for other cases, for transactions made in other crrencies. The independent audit of air fares (chapter 5.) will be proposed by the Company as an optional service. The UN reserves the right to determine at its sole discretion and subject to availability of funds if this service will be part of the final contractual agreement between the Organizations and the Company. 6. Leisure Travel for Staff (not a mandatory requirement for the Company). 6.1 Provide separately cost-effective leisure travel services to the UN personnel. Costs relating to the necessary staff, tools and systems to handle leisure travel services should not, in any case, be borne by the UN and should be billed directly to the traveller. 6.2 The Company can decide whether it is willing to offer these type of services and which arrangements should be put in place in case it decides to do so (Leisure Travel for Staff is not a mandatory requirement for the Company). Page 22 of 36

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