RFP for Travel Services

Background

Pathfinder is driven by the conviction that all people, regardless of where they live, have the right to decide whether and when to have children, to exist free from fear and stigma, and to lead the lives they choose. Since 1957, we have partnered with local governments, communities, and health systems to remove barriers to critical sexual and reproductive health services. Together, we expand access to contraception, promote healthy pregnancies, save women’s lives, and stop the spread of new HIV infections, wherever the need is most urgent. Our work ensures millions of women, men, and young people are able to choose their own paths forward. Description of Assignment The overall goal of the RFP process is to select a highly collaborative, world class agency partner with the experience, expertise and capability to provide full travel agent services, integrate with International ISOS Travel Ready, Travel Tracker. Please also indicate whether you have other experience with integrating with Healix, Everest, and Berkley. Pathfinder is currently seeking a vendor firm to provide the following services: - Provide domestic and/or international airline, or railway tickets at the most favorable rate available to meet all arrival and departures times at the locations requested by all Pathfinders globally. - Ability to request Pathfinder required charge codes from Travelers prior to booking travel. Ability to provide Pathfinder with a report showing reservation and assigned charge codes. - Have and maintain a list of locations where Pathfinder does not approve of to transit through. - Arrange hotel accommodation, if requested. Pathfinder currently has negotiated rates with hotels, however; if provider is able to provide more aggressive corporate rates, please propose this as an “add on service” - Capability to sync with International SOS (forward the Passenger Name Records (PNRs) of all tickets to ISOS travel tracker) for live connection and issuing of pre-travel briefing documents. Please also indicate whether you have other experience with integrating with Healix, Everest, and Berkley. - Maintain additional authorization step for purchase for travel to or through countries designated as High or Extreme risk in International SOS rating system. - Ability to integrate with UKG. - Formulate, arrange, and provide all trip itineraries taking full advantage of any and all governmental, corporate, group, and/or seasonal discount rates available. - Demonstrate a secure server for the storage of PII (personal identifying information) and organizational information. - Demonstrate the ability to communicate with passengers via various methods [i.e skype, WhatsApp, etc] in addition to phone and email. - Demonstrate the ability to work across all time zones. Proposal Guidelines and Instructions Offerors will be required to submit two electronically sealed proposals, one a technical proposal and the other a cost proposal. All proposals must be signed and valid for a minimum of sixty (60) days. Your proposal should provide basic information about your Company/Individual and relevant service offerings. It should have a section addressing each of the following areas: - Company/Individual Profile - Past Performance - Customer Service - Technical Approach (offeror will be evaluated based on their responsiveness to the Scope of Work) - References - Relationship disclosure and mitigation plan - Key Personnel Responses should include the following information: - Technical Proposal Company/Individual Profile - Company’s values, mission and customer service approach and how they relate to your performance - Description of the company’s travel system, backend and automation technology including any tools to automate travel approval, quality control and auto-ticketing - Company’s designation as small business, veteran owned, minority owned, etc. Past Performance - Description of experience serving small to mid-size International NGOs/ small to mid-size businesses with a wide geographic footprint, stretched over numerous time zones - Average customer size and industry/countries in which customers operate in. Customer Service - Average length of time that travelers and arrangers should expect to wait for a return phone call or email with regards to their travel arrangements - Availability of backup agents to provide to the needs of customers during busy times - Ability of company to provide VIP/priority service for select travelers - Capability to work with various time zones - Accessibility during holidays and off-peak/nontraditional working hours. After hours and weekend service arrangement - Brief description of the policy or methods for addressing customer service issues or complaints. - Availability of backup agents to provide to the needs of customers during busy times Technical Approach - Online/in person training program to ensure easy transition and adoption of the new system - Description of types of management reports that are available - Technology offerings that allow any billing, tracking or reporting tools - Outline of fares available to agency (i.e. nonprofit fares, humanitarian) - Ability to integrate with International SOS Travel Ready and Travel Tracker. Please also indicate whether you have other experience with integrating with Healix, Everest, and Berkley. - Capability to ensure security of travelers’ private information - Description of any special rate agreements with hotels or car rental agencies - Describe your policies and procedures for ensuring compliance with Pathfinder’s travel policy? How would you ensure best value to Pathfinder? - Description of types of management reports that are available References – pass/fail - Submit two written (2) client references for the organization - Provide any other information to demonstrate the Contractor’s capability in relation to the Scope of Work Relationship disclosure – pass/fail - Des