ANNEX III. Special Instructions & Evaluation Criteria

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1 JOINT REQUEST FOR PROPOSAL FOR TRAVEL MANAGEMENT SERVICES ANNEX III Special Instructions & Evaluation Criteria Page 1 of 15

2 INSTRUCTIONS FOR SUBMITTING A PROPOSAL This section provides the instructions required for submitting a proposal to the UN in response to the Joint UN Copenhagen tender for Travel Management Services (TMS). Bidding Companies are requested to strictly comply with the response instructions. Non-compliance with the instructions will subject the entire proposal to disqualification. The deadline for submission of proposals for this RFP for Travel Management Services is: 27 May 2014 at 17:00pm, Copenhagen time (GMT +1). Any proposals received after this date and time may be rejected. UNOPS may, at its discretion, extend the deadline for the submission of proposals by notifying all prospective bidders in writing. The extension of the deadline may accompany a modification of the solicitation documents prepared by UNOPS at its own initiative or in response to a clarification posted by a prospective bidder. For submission of hard copies: Your proposal shall be prepared in duplicate with one marked Original and the other marked Copy. In the event of any discrepancy between them the original shall govern. The proposal shall be sealed in one outer and two inner envelopes, as detailed below: Inner envelopes: Envelope 1: The envelope 1 must contain your Technical Proposal and must be marked [COMPANY NAME] Technical Proposal for UNOPS RFP , Travel Management Services o Check list for forms to be included within the Technical Proposal Proposal submission Form (Annex II) Response Table, a (Excel) for Prequalification Response Matrix, b (Excel) for Technical proposal Envelope 2: The envelope 2 must contain your Financial Proposal and must be marked [COMPANY NAME] Financial Proposal for UNOPS RFP , Travel Management Service o Check list for forms to be included within the Financial Proposal: Price Offer Table, c (Excel) Financial Cover letter Vendor Registration Form Price tables B, D, E of Annex III, 2. Financial Proposal Envelope 1 must not contain any financial information as this will subject the entire proposal to disqualification. Envelopes will be opened consecutively The envelope 1 will be opened first and your Technical Proposal will be reviewed only in the event that your proposal passes the Prequalification. The envelope 2 containing the Financial Proposal will be opened only if Bidders have passed the minimum threshold set for the Technical Proposal evaluation. Page 2 of 15

3 All parts of the technical and financial proposals must be included in the envelopes in three (3) copies. Outer envelope: The outer envelope shall be addressed for mailing as follows: ATTN.: PROPOSAL FOR TRAVEL MANAGEMENT SERVICES RFP-SPPG United Nations Office for Project Services (UNOPS) SPPG Bid Opening Committee Marmorvej 51 DK 2100 Copenhagen Denmark The outer envelope must be marked NOT TO BE OPENED BY REGISTRY For submission via Proposals may also be sent by to the secure mail address: Electronic proposals must be sent in two separate s with the RFP reference and the clear description of the proposal (technical or financial) by the date and time stipulated above. Important: Do not sent or copy your proposal to any other address within UNOPS as that will invalidate the proposal. Both text bodies should indicate the name and address of the Bidder and the description of the proposal (technical or financial). The technical should not contain any pricing information; nor should the financial contain any components of the technical proposal. If the size of an is likely to exceed 8 MB, please send the required part of the proposal via multiple s and indicate the number (e.g.: technical proposal 1 of 2, Technical Proposal 2 of 2, etc.) in the subject field of each . In case of bid submission by to UNOPS, the receipt time stamp shall be the date and time when the submission has been received in the dedicated UNOPS inbox. UNOPS shall not be responsible for any delays caused by network problems etc. It is the sole responsibility of bidders to ensure that their bid is received by UNOPS in the dedicated inbox on or before the prescribed tender deadline. Page 3 of 15

4 Evaluation Criteria Evaluation criteria are aimed at selecting the most suitable proposing firm(s) capable of carrying out the required services whilst taking account of the need to achieve best value for money. The UN Organizations will jointly evaluate all responsive proposals to this RFP with an appointed team of cross functional subject matter experts. A two stage procedure will be utilised in evaluating the proposals. The two stages include: Stage 1: Technical evaluation, which includes 3 steps: i. Pre-qualification - PASS/FAIL ii. Technical proposal evaluation 55 points iii. Demonstration of Online Booking Tool 5 points Stage 2: Financial evaluation i. Financial proposal evaluation 40 points The financial proposal will be opened only for those bidders whose technical proposal achieved the minimum technical threshold of 70% of the obtainable score of 60 points (= 42 points) and are determined to be compliant. Non-compliant proposals will not be eligible for further consideration. The total number of points which a firm may obtain for its proposal is as follows: Technical proposal: 60 points Financial proposal: 40 points Total number of points: 100 points STAGE 1: Step i Pre-qualification PASS/FAIL Stage 1 starts with a preliminary requirements assessment which will be evaluated on a pass/fail basis with a pass requirement of 100%. Non-compliant proposals will be deemed non-responsive and will not be eligible for further consideration. The following are pre-qualification criteria. Your proposal must contain your response to these criteria and include any supporting documentation. Instructions: a. Please fill in the Excel table called Response table, a in your response to the Prequalification b. For each criteria listed, please answer in the column Meets the criteria : i. yes if your company meets or exceeds the criteria ii. no if your company does not meet the criteria c. Each time you have answered yes, please provide the requested information or supporting documentation in accordance with the instruction d. Failure to meet any single criteria will disqualify the Bidder from consideration All supporting documentation relating to the Response Table for Prequalification must be included Page 4 of 15

5 with the Technical proposal. Please ensure that the supporting documentation is properly referenced against the topics and criteria of the table Step ii. Technical Evaluation Criteria 55 points The proposal must contain your technical proposal, including any supporting documentation. The Technical proposal will be in three parts: 1. Service offer description in selected areas 2. Detailed responses on the Statement of Work 3. Statement of Qualifications Furthermore, as part of the technical evaluation, bidders will be expected to respond to request(s) for clarification as well as to make a demonstration of their online booking tool. 1. Service offer description in selected areas (create Word document) 1.1. Instructions The Bidding Company should describe how it would deliver the requested service in each of the following areas in a word document making clear reference to each of the points below: a. General service delivery configuration The Bidding company will describe the general service delivery configuration it would set-up to support the UN strategic objectives (outlined in Chapter 3.1. of the Statement of Work). b. Booking and ticketing services for travellers (referring to Chapter 3.2 of the Statement Of Work) b. 1 Service quality for travellers & traveller arrangers delivered by on-site implants (referring to Chapter of the Statement Of Work) The Bidding Company will explain how it will ensure a high quality of service to UN travellers and travel arrangers. The explanation should, among others cover the following topics: i. The communication method(s) between travel counsellors and travel arrangers (for both, travels from Copenhagen and from abroad); ii. The management of telephone/ s workflows (or other types of communication if relevant); iii. The initiatives the Company will undertake to ensure a highly professional service to travellers & travel arrangers. b. 2 Booking at lowest available fares: The Bidding company will describe the structure, management process, organizational set-up, technological solutions and staff qualifications it would use to ensure that 100% of air bookings are made at the lowest available fare for travels from Copenhagen and from abroad. c. Out of Standard Working Hours and Crisis Support solution (referring to Chapter of the Statement Of Work) Page 5 of 15

6 The Bidding Company will describe the 24/7 Out of Standard Working Hours solution as well as the UN dedicated emergency platform solution it would set-up in case of a major crisis. The Bidding Company is expected to provide comprehensive details on the 24/7 Out of Standard Working Hours solution, including location, staffing (number and qualifications), and operating procedures. The Company should precisely describe the service offered to the UN Out of Standard Working Hours platform, its advantages and limitations as well as the level of customization proposed to the UN. It should in addition provide records/statistics on the service performance (such as average waiting/response time, maximum waiting/response time during past year, customer satisfaction scores etc ). d. Online Booking Tool & Travel portal solution (referring to Chapter of the Statement Of Work) The Bidding Company will provide a detailed description of the proposed Online Booking Tool and Travel Portal Solution, including the advantages and limitations of the proposed solutions. The Company will make a recommendation to the UN with regard to use of the Online Booking solution. The company will explain how it proposes to integrate the Online Booking Tool and the Travel Portal into a unique, client (traveller) oriented management process. d. Outplant booking, ticketing and processing solution (referring to Chapter of the Statement Of Work) The Company should precisely describe the outplant solution and how the processing and service delivery quality would be impacted. The Company should provide details on the location, size, and staffing organization of the proposed off-site approach or hybrid (on-site/off-site approach). The Company should also outline the particularities, benefits as well as possible challenges and/or weaknesses of the proposed solution. f. Visa processing services (referring to Chapter 3.3 of the Statement Of Work) The Bidding Company will describe the solution it would implement to fully meet the requirements with regard to visa processing services. The Company will describe the organizational set-up, specific staffing, proposed operating procedures and online visa application system. The Bidding Company will describe any anticipated outsourcing (e.g. messenger for visa support), including the name, experience and capabilities of the subcontractor. g. Management reporting (referring to Chapter of the Statement Of Work) The Bidding Company is expected to describe the management / statistical / SLA performance reporting solution proposed to the UN. The Bidding Company should describe the capabilities of its statistical reporting tool and demonstrate its user-friendliness. Examples of reports/dashboards should be attached to the description. The presentation shall include the identity of any third party developers and a brief description of each. h. Human Resource (referring to Chapter 7.1 of the Statement Of Work) Page 6 of 15

7 The Bidding company will describe the staffing and management structure it would set-up to ensure an efficient contract implementation and monitoring. The description will show the number of staff, qualifications/experience, as well as respective roles and work locations. The Bidding Company will explain how it will identify, recruit and train a sufficient number of qualified staff for on-site operations and programme management support. The response shall also include an organisation chart showing: - Reporting lines within the dedicated operations and from the dedicated operation to the senior management. - A brief description of the role of each individual in the UN program. i. Contract implementation plan (referring to Chapter 8. of the Statement Of Work) The Company should describe the implementation plan the Bidding Company will establish to ensure a timely delivery of contract obligations. The plan shall include a comprehensive description of all elements listed in the Section 8 of the Statement Of Work and most importantly project coordination/management process, project milestones, allocated resources, description of the roles & responsibilities of assigned individuals. The Bidding Company will explain how it will coordinate the work of the UN dedicated team during the implementation phase and guarantee responsiveness to UN travel managers. The implementation plan should at least cover the period from 15 July 2014 to 14 September Detailed responses on the Statement of Work (use Excel table Response Matrix b ) 2.1 Instructions Complete the attached Excel table called Response matrix, b. Add as much detail as necessary to describe your offer on each Section/Item of the Statement of Work. When necessary, add supporting documentation. Please also ensure that any supporting documentation is properly referenced against the sections/items of the matrix. Please ensure that the Response matrix and supporting information is contained as part of the technical proposal. The Statement of Work will be included in the Contract for Services with any modifications agreed upon with the selected Bidder. Bidders should complete the box provided for each paragraph with confirmation of ability to meet the stated requirements. Options are: If you meet the requirement as stated with no reservations about your ability to accomplish the stated services, insert the letter M for Meet in the first column (column: Meet the requirement ). Add as much detail as required in the column Comments & service description to confirm your ability to provide the service and describe your technical proposal. (b) If you meet the requirement and offer enhanced capabilities, please insert the letters M/E for Meet with Enhancements in the first column (column: Meet the requirement ). Page 7 of 15

8 Add as much detail as required in the column Comments & service description to confirm your ability to provide the service and describe the proposed enhancement without sacrificing accuracy or completeness. (c) If you partially meet the requirement, indicate PM for Partially meet. Add as much detail as required in the column Comments & service description to explain which component(s) of the service requirement will be met by your Company and which component(s) will not be met. (d) If you cannot meet the requirement, indicate CM for Cannot Meet. 3. Statement of Qualifications 3.1 Instructions Description of the Company and the Company s Qualifications: Please provide a brief description of your firm/institution and an outline of recent experience on projects of a similar nature, including experience in the country and language concerned. You should also provide information that will facilitate our evaluation of your firm/institution's substantive reliability and managerial capacity to provide the services. Include documentation regarding your firm/institution s financial stability, such as audited financial statements of the last 2 years. Understanding of the Requirements for Services, incl. Assumptions: Please provide your understanding of the requirements for services including any assumptions as well as comments on the data, support services and facilities to be provided by the Government as indicated in the SoW, or as you may otherwise believe to be necessary Proposed Approach, Methodology, Timing Outputs: Any comments or suggestions on the SoW, as well as your detailed description of the manner in which your firm/institution would respond to the SoW. Page 8 of 15

9 The technical proposal, Step ii will be evaluated with a minimum pass requirement of 70% of the obtainable 55 points (=39 points). The following table presents the criteria used to evaluate the technical proposals. Reference Chapter of Statement of Work n/a Evaluation Criteria Statement of Qualifications Outplant booking, ticketing & processing solution Max Points Visa Services for Copenhagen based travellers 3.36 Visa Services for UNOPS Global travellers 7.1 Human Resources Out of Standard Working Hours and Crisis Support Online Booking Tool (OBT) & Travel Portal Booking and Ticketing services provided by on-site offices (implants) 3.4 Management Support and Reporting 3.5 Other Travel related Services 3.1 Adequacy with strategic objectives defined by the UN Provision of negotiated Air Fares and proper Implementation of UN Corporate Air Fare Agreements 8. Contract implementation plan /9.5/9.6/9.7 /9.9/ 9.10 Insurance / Code of Conduct/Discrimination/Exit conditions Records & Books of Account/Overrides/ Discrimination/Exit conditions Total score possible: Minimum pass score: 70% of maximum 55 points = 39 points 55 Step iii. Demonstration of On-line Booking Tool (OBT) 5 points The demonstration of the Online Booking Tool is the final step in the Technical evaluation. Bidding firms that achieve at least 39 points from step ii. of the Technical evaluation will be asked to give a presentation of their OBT. The firms/institutions need to obtain a minimum score of 3 out of 5 points for their demonstration of the On-Line Booking Tool in order to pass the Technical evaluation. Page 9 of 15

10 3.2 Demonstration of On-line Booking Tool Total score possible: 5 Minimum score needed to pass technical evaluation: 3 Grand total for Technical Evaluation Grand total score possible from step ii and iii of the Technical evaluation 60 Minimum pass score (grand total step ii and iii) = 42 points STAGE 2: 1. Financial Evaluation Criteria Stage two, the Financial Evaluation of any proposal will only be evaluated if the Technical Component of that proposal achieves a minimum of 42 points. Proposals failing to obtain this minimum threshold will not be eligible for further consideration. The maximum number of points for the Price Proposal is 40. This maximum number of points will be allocated to the lowest price proposal. All other price proposals will receive points in inverse proportion according to the following formula: Points for the Price Component of a proposal being evaluated = [Maximum number of points for the Price Component] x [Lowest price] [Price of proposal being evaluated] 2. FINANCIAL PROPOSAL The Financial Proposal should be sealed in Envelope 2 and clearly marked as Financial Proposal. The volume of travel and visas processed for the UN as a whole and for each UN Organization in 2012 is outlined in Appendix 1 of Annex I. The provided volumes are only indicative and the UN does not guarantee any minimum amount of travel purchases under this Statement of Work. All quotations submitted by the bidder must be valid independent of the volume of UN travel purchases. The UN reserves the right to disqualify offers with minimum volume requirements. All quotations must be submitted in Danish Kroner (DKK). Page 10 of 15

11 The price component shall have: a. a cover letter wherein your firm/institution's authorized representative affirms your offer b. a summary of the prices / fees as detailed in the Price Offer Table, c (Excel) and in the below Price Tables B, D, E within this document c. the period of its validity must be included A. TRAVEL AND TRAVEL MANAGEMENT SERVICES- PRICING MODEL DEFINITION The Company must submit cost quotations for travel and travel management services based on a fixed handling fee pricing model. A.1 Air/Rail/Ferry tickets 1. The handling fee must be expressed as a fixed fee paid on each individual ticket issued by the Company (fixed fee per ticket issued). A rail return ticket will be considered as a single ticket. 2. The fixed handling fee per ticket issued shall cover all costs for services, whether human or technical, defined in the Statement of Work. The handling fee should take into account the totality of the requested travel processing and travel management activities as indicated in the Statement of Work, including but not limited to travel information, booking, ticket issuance, change of reservations, re-routing without extracost, ticket refund, and travel management reporting. The fixed handling fee per ticket issued must also include the optional services described in the statement of work and listed below: a. The trip pre-auditing solution (as per Statement of Work, ) b. The access to the traveller tracking system (as per Statement of Work, ). c. The access to the online reporting system (as per Statement of Work, ). d. The independent audit of air fares (as per Statement of Work, chapter 5.). 3. The same fixed handling fee will be applied on all categories of air tickets, regardless the class of accommodation, place of issuance or types of fares (negotiated UN fares, negotiated Company fares, air carrier published fares, or any other type of fare). 4. In case of tickets refunds or revised itineraries, the following shall apply: a. In case of total or partial refund of any air or rail ticket, the handling fee originally charged will not be refunded to the UN by the Company. b. In case of change of reservation and/or rerouting of a ticket with a lower fare or without any extra cost, no additional handling fee will be charged by the Company. c. In case of change of reservation and/or rerouting of a ticket with an additional cost, a handling fee will be charged. Page 11 of 15

12 A.2 Hotel Booking a. Hotel Booking in connection with an air ticket issued by the Company will be free of charge. b. The Company can charge a fixed handling fee for a Hotel Booking in all other cases. 1. The fixed fee for a Hotel Booking will be charged/invoiced to the traveller unless otherwise instructed by the UN. A.3 Car Rental The handling fee for car rental is a fixed fee for each arrangement made by the Company. B. TRAVEL AND TRAVEL MANAGEMENT SERVICES- QUOTATIONS The below shows the overall structure of pricing. For the detailed fees please use the attached price offer sheets that includes a more detailed differentiation of fees. B.1 Tickets issued through Online Booking Tool (OBT) Air tickets Rail tickets Ferry tickets Fixed Handling Fee B.2 Tickets issued through Online Booking Tool (OBT) with assistance by outplant staff (off-site) Air tickets Rail tickets Ferry tickets Fixed Handling Fee B.3 Travel services rendered by outplant (off-site) Air tickets Rail tickets Ferry tickets Fixed Handling Fee Page 12 of 15

13 Hotel Booking Car rental B.4 Travel services rendered by on-site implants Air tickets Rail tickets Ferry tickets Hotel Booking Car rental Fixed Handling Fee B.5 Tickets issued through AMADEUS Booking Tool Air tickets Rail tickets Ferry tickets Fixed Handling Fee B.6 Cost of optional services included in the Fixed handling fee (Air tickets). 1. The company must provide the cost of each optional service included in the fixed transaction fees for air tickets. The cost of each optional service must be expressed as a fixed amount per air ticket issued. 2. The bidders are requested to provide the costs of optional service included in the fixed transaction fees (air tickets) for each of the following Booking & Ticketing solutions: a. Online Booking Tool (OBT); b. Online Booking Tool (OBT) with assistance by outplant staff; c. Outplant solution (off-site); d. Implant set-up (on-site); e. Amadeus booking tool. 3. For the financial evaluation of offers, the UN will use the total fixed transaction fee (including the cost of optional services, as defined in chapter A.1, point 2 above). However, The UN reserves the right to determine at its sole discretion and subject to availability of funds, which optional services will be part of the final contractual agreement(s) between the Organizations and the Company. Page 13 of 15

14 4. Should the UN decide not to retain a particular optional service in the final agreement with the selected company, the cost of this optional service will be deducted from the fixed transaction fees for air tickets. 5. The optional services are the following: a. The trip pre-auditing solution (as per Statement of Work, ) b. The access to the traveller tracking system (as per Statement of Work, ). c. The access to the online reporting system (as per Statement of Work, ). d. The independent audit of air fares (as per Statement of Work, chapter 5.). Cost (per air ticket issued) of optional services included in the fixed transaction fee (air tickets): Please use attached price offer sheet for inserting fees. a. Trip preauditing solution (as per Statement of Work ) b. Access to the traveller tracking system (as per Statement of Work, ) c. Access to the online reporting system (as per Statement of Work, ) d. Independent audit of air fares (as per Statement of Work, chapter 5.) Online Booking Tool Online Booking Tool with assistanc e Outplant (off-site) Implant (on-site) Amadeus booking tool (in DKK) C. VISA PROCESSING SERVICES- PRICING MODEL DEFINITION The Company must submit cost quotations for visa processing services based on a fixed processing fee pricing model. Page 14 of 15

15 1. The Visa processing Fee must be expressed as a fixed fee per visa request processed by the Company. 2. The Visa Processing Fee is a single fixed fee taking into account the totality of the requested visa processing, including but not limited to: courier, tracking system or similar, delivery, reporting, drafting of note verbale, quality checks. D. VISA PROCESSING SERVICES- QUOTATIONS 1. For Copenhagen based travellers Visa Processing Fee Visas 2. For UNOPS global travellers* Visa Processing Fee Visas *please differentiate offer for fee by duty station/city/country if necessary. E. PAYMENT TERMS For the purpose of the financial offer, the Company will consider that all invoices 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. However, the Company is requested to indicate the additional discount it would offer on all categories of fixed fees indicated above in the case the UN would agree to make payment within 30 calendar days. It is understood that the resulting fixed fee amounts expressed in DKK would be rounded-up to the nearest superior unit. Each UN organization will have the possibility to opt individually for a payment term shorter than 30 days. Payment term Discount in % 30-day payment 2-week payment Less than 2 week payment term Page 15 of 15

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