REQUEST FOR PROPOSAL (RFP):Provide Travel Related Services to UN Agencies Organizations in Bangladesh
LRPS/2014/9110481
1.0 BACKGROUND AND PURPOSE
1.1Background and General Requirement
UN Agencies provide international and domestic travel services for its personnel and consultants on official duty, its staff and their dependents on various travel entitlements and supports travel cost for its partners on a worldwide basis to respond to its programmatic of assistance. In order to meet such requirements, UN Agencies in Bangladesh require services of fully-accredited travel agent that is qualified, able and willing to render efficient and cost effective range of travel services.
2Purpose of the Assignment
This RFP is being issued to select and contract a full time travel agency to mangevarious travel related services regularly required by UN agencies. The agency should provide the services in the most expeditious manner consistent with the best interest of UN Agencies and using its best professional skills and judgment to obtain such travel related services at the lowest cost to UN Agencies and in an efficient manner.
It will be a provision of such Arrangement(s), that UN agencies will not be committed to procure any minimum number of the service, and that procurement will be made only if and when there is an actual requirement. UN agencies shall not be liable for any cost in the event that no procurement is made under any resulting LTA(s).
3.0TERMS OF REFERENCE:
3.1Description of Assignment:Provide Travel Related Services to UNAgencies inBangladesh
Tasks / End product/deliverable / Time-frame
- Organize and maintain a full time and adequate personnel in UN offices (IDB Bhaban, UNICEF premises) and strategic places i,e. Gulshan and Dhanmondi, with fully automated computerized direct travel terminal to facilitate on-line access to computerized airline reservations systems.
2.Provide expeditiously information on most competitive travel itinerary and least cost fare structure on air, rail, steamship and ground transportation, issue and deliver tickets in a timely manner on confirmed sectors (including reservation of seats). Any special or seasonal offer or a special discount given by the Airline should be disseminated to all UN agencies by the Travel Agent. Negotiate group fares with airlines for a group of 10 or more travelers. Assist UN Agencies to have corporate agreements with all major airlines. / 2.Most direct itinerary & cost competitive fare for ticket issuance in the best interest of UN / Three (3) years with effect from July 2014 subject to receiving satisfactory services
3.Provide airport transport services , upon request, for all international arrival and departure involving travelers for all participating UN Agencies. The Travel Agent shall arrange airport meet and greet assistance within forty-eight (48) hours when requested. This service shall include, but not necessarily limited to:
a. Welcome travelers at the airport
b. Clear travelers through Immigration and Customs.
4.Arrange hotel and car rental reservations at the destination, as and when requested by UN Agencies and negotiate best discount rates for such services.
5.Provide updated & regular information on country visa requirements, health, immigration clearance, foreign exchange control regulations and other government restrictions to all UN agencies.
6.Arrange for the issue of visas for UN/UN sponsored travelers. Arrange PTAs for incoming travelers, travel tax exemption certifications, as and when requested by UN Agencies.
7.Reconfirmation and revalidation of airline tickets, re-issue tickets which are returned as a result of changed routing or fare structures and provide printed itineraries showing complete information on status of reservations on all carriers and hotels.
8.Organize and provide constant briefing and abreast UN staff involved in travel administration on development of travel industry and related travel and immigration services.
9.Notify travelers of airport checking time, known cancellations or delayed flights or voyages. Perform
e-check in with different airlines. Process requested changes due to cancellation of reservations, re-issue and replace lost/stolen ticket and process expeditiously refunds on unutilized portion of tickets.
10.Provide fully automated invoices and monthly statement of account with UN Agencies for used tickets only (standard format may differ based on individual UN Agency’s requirement). For canceled tickets, ticket cancellation charges are to be invoiced.
guests/participants / 3.Efficient, reliable and timely transport services.
4.Well organized and efficient and adequate facilities.
5.Accurate information
6.Prompt response and timely provision of the services.
7.Timely provision services
8.Well conceived and regular orientation program
9.Timely provision and accurate information.
10.Provision of invoices and statement of accounts
11.Investigation on any complaints from Travelers and UN Agencies and follow up on the recovery of lost baggage, if any.
12.If the Airline does not provide Hotel at the intermediate destination and for any scheduled unavoidable stopover, the travel agent must arrange Hotel.
13.Provide Ticket reconfirmation and hotel booking reconfirmation services in a conference venue for outside guests/participants.
14.Provide services for chartering Airplane, Launch, Seaplane and Helicopter services / 11.Prompt investigation of complaints
12.Upon request, hotel reservation made
13. Services for outside guests/ participants provided.
14.Chartering services provided efficiently
3.2 Duration: Three years period subject to receiving satisfactory serviceseach year.
3.3 Performance Standards and Service Level Guarantee
The contracted travel agent shall perform its services and deliver its products in accordance with the herein prescribes minimum performance standards set by the UN Agencies:
Product / Service / Performance Attribute / Definition / Standard / Service Level1. Airline Reservation / Agency Accuracy / Ability to perform task completely and without error / Zero-error in passenger records/airline bookings, fare computation and routing
Speed and Efficiency / Ability to deliver product or service promptly and with the use of resources / -For confirmed bookings via itinerary within two hours time of request
-For wait listed bookings via regular updates every two days
-Availability of the services after office hours
2. Airline Tickets / Agent Accuracy / Ability to perform task completely and without error / Zero-error in the printed ticket/aborted travel due to incomplete travel documents
Timeliness of delivery / Ability to deliver product or service on or before promised date / 3 working days before departure date
3. Travel Documentation / Accuracy / Ability to ascertain requirements for various destinations/nationalities / Zero-incident of complaint/aborted travel due to incomplete travel documents
Clarity / Ability to deliver product or service on or before promised date / 10 Working days before departure
4. Billing / Accuracy / Ability to generate billing statements without errors / Zero-Error or no discrepancy between invoices and attachments
Clarity / Ability to generate bills that are transparent or easy to understand / Zero-Returns for clarification/explanation
5. Rates/Pricing / Fairness / Reasonable charges for services offered / At same or rates lower than market standards
Company concern about fares / Ability to quote competitive fare / At levels same or lower than airline preferred rates. Guarantee that one quotation is the lowest obtainable fare
Good value indicated by price / Competitive of fares quoted vs. restrictions or lack/absence thereof / At the same terms or better than quoted by airlines
Willingness to assist UN negotiate with airlines regarding preferred rates and concessions / Voluntarily offering to assist/represent UNin dealings with airlines / Semi annual meetings to obtain competitive rates in the market and preferable fare conditions (i.e. ticketing, deadlines, etc.)
6. Service Quality / Accessibility / Ability to access or approach travel agency / Telephone: 3 rings
Emergency: 24/7
Email: available
Website: available
Responsiveness / Willingness to go out of one’s way to help the traveler / Regular coordination meetings with UN Admin. Groups re Performance Reviews twice a year
Willingness to go out of one’s way to help the traveler / No. of personal travels booked with travel agents
7. Problem Solving / Refunds / Ability to process and obtain ticket refunds on a timely basis / 100%within one month from date of cancellation
Complaint Handling / Ability to resolve complaints / Timeliness: one (1) week
Manner of resolution: Satisfactory score
8. Travel Consultants / Competence / Knowledge of destinations
Knowledge of airline practices, fare levels and shortest routes and connections Knowledge of UN policies / Proficiency rating of not less than 75%
9. Communications / Awareness Level of Travelers regarding Travel Agency Product and Services / Services and policies are communicated to travelers.
Travelers are well informed bout matters concern them / Frequency of communications: Monthly
10. Office premises and Hours of Services / Readiness to do business / Senior Travel Expert to commence business
After office support / - Eight hours/days 0800 – 1630 of work as Sunday – Thursday;
- Zero complaints that no one was around to answer calls
-Accommodation of calls during off-hours
4.0 CONTRACTUAL PROCESS
4.1 PROCEDURE AND RULES
The schedule of the contractual process is as follows:
Briefing meeting 11:00 hrs Tuesday 25 February 2014
Submission of Proposal 11:00 hrs Thursday 06 March 2014
Contract issued 4-6 weeks from submission of proposal
PLEASE NOTE NO BIDS WILL BE ACCEPTED AFTER THE STIPULATED CLOSING TIME AND DATE.
5.0 GENERAL INSTRUCTION TO INDIVIDUAL/ORGANISATIONThis RFP, along with responses thereto, shall be considered the property of UN AGENCIES and the responses will not be returned to the agency or originators.
In submitting to this proposal the agency agrees that it will accept the decision of UN AGENCIES as to whether its proposal meets the requirements stated in this RFP.Kindly note the proposals are reviewed by an independent Task Force, approved by the Senior Management, in line with the evaluation criterion indicated in Section 6.
5.1 FORM OF PROPOSAL
Proposal must be submitted in English Language in the manner as requested in accordance with Sections 6, 13 and 14. The submission must be forwarded by a duly signed covering letter on the agency’s headed paper, with initial on each page of the agency’s response to this RFP. A duplicate copy of the bid document and offer should be kept by the agency for record.
5.2PROPOSAL CHANGE POLICY
UN AGENCIES reserves the right to make minor revisions to this Request for Proposal.
All formal changes/alterations to, or requests for, clarification of this RFP must be submitted in writing by fax/e-mail to Contracts Specialist, Supply & Procurement Section ()within 3 working days from the date of the briefing session. Information provided verbally will not be considered a fundamental change and will not alter this RFP. Erasures and other changes in the Proposal must be explained or noted over the authorized signature of the agency.
5.3ERRORS IN PROPOSAL
Agency must examine all information and all other instructions pertaining to the Proposal and failure to do so will be at the agency’s own risk, and agency cannot secure relief on the plea of error in any Proposal.
5.4WITHDRAWAL OF PROPOSAL
Proposals may be withdrawn on written request received from the agency, by hand delivery, post, fax or e-mail, prior to the time fixed for opening. Negligence on the part of the agency in preparing the proposal confers no right for the withdrawal of the proposal after it has been opened.
5.5MARKING AND MAILING OF PROPOSALS
Proposals must be securely sealed in an envelope with clear marking on the outside indicating the RFP number and assignment title, and should be submitted on or before the closing time to the UN Agencies, as indicated.
5.6TIME FOR RECEIVING PROPOSAL
5.6.1Proposals received prior to the time of the Formal Opening will be kept secure and unopened.
5.6.2No responsibility will be attached to an officer for the premature opening of a proposal, which is not addressed and identified properly.
5.7 HARTALS (STRIKES)
Should hartal(s) be declared on the RFP closing day the closing and opening of this RFP will automatically be deferred to the first working day after the hartal(s). The time of day for closing and opening the Bid will remain unchanged.
5.8REJECTION OF PROPOSALS
5.8.1UN Agenciesreserve the right to reject any or all proposals, to waive any informality in the proposal and unless otherwise specified by UN Agenciesor by the agency, to accept any item in the proposal if it is in the interest of UN Agenciesto do so.
5.8.2UN Agenciesreserve the right to reject any proposal of an agency who has previously failed to perform properly on quality of service on time in contracts of a similar nature, or a proposal of an Agency who in the opinion of UN Agenciesis not in a position to perform the contract.
5.9PROPOSAL PREPARATION COST
UN Agenciesshall not be held responsible for any costs incurred by the agency in the preparation of their proposal and/or in connection to this RFP.
5.10AWARD OR ADJUDICATION OF CONTRACT
5.10.1Contract will be awarded to the agency that submits the most responsive offer that provides UN Agencieswith the overall best optimum combination of quality of project execution and price. The evaluation will be conducted in two phases; technical evaluation and financial evaluation as explained in 5.10.3 to 5.10.9. UN Agenciesreserve the right to call only agencies whose bids meet the technical requirements to make a presentation, if needed, in order to clarify any queries/questions. The call to an agency to make a formal presentation does not guarantee that UN Agencieswill award the Contract to that agency.
5.10.2Proposals will first be evaluated by UN Agenciesfor compliance with the mandatory requirements of this RFP. Mandatory requirements will be indicated throughout this RFP by the words “mandatory”, “shall”, “must” or “will” in regard to obligations on the part of the agency. Proposals deemed not to meet all of the mandatory requirements will be considered non-compliant and rejected at this stage without further consideration.
5.10.3The technical proposal will be opened and evaluated to determine its responsiveness and compliance, while the sealed envelop containing financial proposal will remain unopened. Only those proposals that have not been rejected will be evaluated in accordance with this RFP.
5.10.4Technical proposals meet the requirement of this RFP & receiving 70% or above marks out of the total points as per the evaluation criteria set in Section 6, shall be recommended for further consideration. Invitation to make an oral presentation to further demonstrate the Agency’s technical capacity and capability to deliver the tasks as outlined in this RFP may be required. Proposals not meeting this minimum requirement will not be given further consideration
5.10.5Financial proposals of Agencies, only whose technical proposals are compliant
with the requirements RFP, will be opened and compared for its competitiveness. The companies should ensure that all pricing information is provided in accordance with the format as described in this RFP.
5.10.6UN Agenciesreserve the right to enter into negotiation with the selected Agency to discuss its financial offer, if it deems necessary.
5.10.7At any stage of the evaluation of technical and financial offer UN Agenciesmay request clarification from the potential bidders on any aspect of its proposal to seek clarification, if it deems necessary but will not allow any agency to make material changes to its original submissions.
5.10.8Contracts will be governed by UN Agencies’ Rules and regulations.
6.0 TECHNICAL EVALUATION CRITERIA:
6.1All technical proposals will be evaluated using the evaluation criteria as indicated below. Bidders are advised to devote chapters of their submissions to demonstrate each of the criteria and be consistent with the tasks detailed in the TOR under Section 3. Bidders are advised to avoid submitting brochures and pamphlet that have no direct bearing on the requirements under this RFP.
Category / Points allocated to each factor / % of weight attributed to factors / Total score6.1 Organizational Capacity and Quality Control
6.1.1. Credential of the organization in terms of reliability, experience and capacity:
6.1.2 Company profile in relation to expected technical resources and facilities available with regards to managing travel related services. The statement should indicate the following:
a) Your firm/agency is a fully accredited travel agency member of
IATA. Please attach the copy of IATA Accreditation Certificate.
b) Provide the below information to assess the size of your office:
- How you can assist UN travelers in a different country , by issuing air ticket, rerouting, revalidation , reconfirmation and hotel bookings.
- List of airline(s) (if any) on which your agency can not issue or sell air-tickets on behalf of
past three years (pls. indicate as per below indicator).
Volume of Sales for 2011, 2012 & 2013:
- Number of travelers
- Annual number of trips
- Annual international air tickets (#)
- Annual international air tickets (US$)
e) Financial Capabilities:
- Capital
- Copy of your Head of Office Turnover, and IATA Turnover including balance sheet and profit and loss account certified by a chartered, certified public or certified general accountant for the past three years
Clients / Contract Details / Estimated Contract Value
Please attach at least three letters of Recommendations / (30)
5 / 100%
5
5
5
5
5 / 50%
70%
70%
70%
70%
6.1.3 Approach
a) Evidence/professional experience with regard to expected Technical resources and Logistical facilities available in the following fields:
Technical setup and management:
i)Describe the Computerized reservation systems your agency will use at UN implant offices , and your capacity to “automated accounting system to generate error free invoices . Mention your capacity to generate periodic “Travel statistics by end of each month“.
ii) Describe how your agency can provide services after office hours (after 16:30 hours). Do you provide laptops with online connectivity
(including reservation system ) to your staffs at each UN implant offices?If so, is it third party service or company-owned and – operated?
iii) What is the Period of credit facilities you may wish to extend to UN Agencies? What are the international credit cards you accept for settlement of tickets costs.What is the minimum period for refunding tickets.
iv) Other unique approaches/services that would be beneficial to UN
AGENCIESand its travelers (e.g. visa processing, “Meet and Greet”,
Lost baggage follow-up, insurance).
-Indicate availability or set up of travel booth in the BSL Office Complex & at IDB Bhaban (please refer to Task No.01).
-Indicate plan for deploying motorized messenger(s)/ documentation clerk.
-Please describe your scope of visa processing services within shortest possible time?
/ (70)20
(4)
(4)
(4)
4 / 70%
75%
70%
70%
Air Travel
i) Describe your methodology to secure the lowest possible air fare for international and domestic destinations (by air, rail, steamship ground transportation)for UN travelers. Please explain how your system would work to find lowest airfare with different airlines for and to inform UN travelers.ii)Describe how you can extend benefits to UN agencies, through your corporate agreements with different airlines and by negotiating group fares.
iii)Describe your capacity to issue tickets on airlines who do not have representation in Bangladesh. How can you issue such tickets from the internet or airline websites at a special rate.
Hotels and Car Rentals
i) Do you have a corporate hotel programme? Explain your capability to obtain competitive hotel rates in different destinations around the world. How can you ensure that hotel rates offered by you will be competitive with rates offered in the internet by hotels ?ii) What is the scope for negotiating hotel rates both domestically & internationally? Please describe your scope of networking
including written confirmation for rooms with negotiated rate?
iii) Do you provide airport transport (transfer) services? Please describe your scope of arrangement.
Planning & Schedule:
a) Service Efficiency/appropriateness of the implementation team; Please share a pool of minimum 4-5 qualified staff to ensure availability of skilled human resources with CVs indicating overall experience and particular exposure in relation to this assignment or of similar scope/complexity(see TOR under Section 3 and mandatory requirement under section 14 and 15).
b) Risk management & flexibility for cancellation, revalidation and reissue of tickets in context to changed routing or fare structure, prompt investigation of complaints on recovery of lost baggage. / 15
(5)
(5)
(5)
15
(5)
(5)
(5)
25
(22)
(3) / 70%
(average)
50%
(average)
80%
55%
Total Marks / 100
The final selection of the Contractor will be based on a quality and cost basis with weightage of 70% of the technical proposal and 30% of the financial proposal.