Schedule 1– Statement of Requirement
Table of Contents
General
1Overview
2Whole of Government objectives
3Innovation and continuous improvement
4Integration with Other Travel Service Providers
5Service Levels
Accommodation Program Services to Participants
6Accommodation Program Services overview
7Accommodation Program
8Accommodation Booking Channels
9Contractor’s online booking system
10Customer service assistance
11Booking changes
12Cancellations and ‘no shows’
13International accommodation
14Special accommodation requirements
15Venue hire
16Payment
17Enhanced data
18Reconciliation support services
19Traveller Profiles and System
20Information systems & records
21Business continuity
22Security of information
23Data storage and transfer
Management Services to Finance
24Contractor Representative and Contractor Senior Executive
25Liaison and meetings
26Annual review
27Dispute resolution – Finance
28Reporting and Data
29Benchmarking of accommodation rates
Management Services to Participants
30Account Manager for Participants
31Liaison and meetings
32Operational issues resolution – Participants
33Provision of training and information to Participants
34Reporting to Participants
SOR Glossary
General
1Overview
1.1This Schedule sets out the Services to be provided by the Contractor to:
(a)the Participants (as recipients of the Services); and
(b)Finance (as the contract manager of the Services).
1.2The Services are broken into two categories:
(a)Accommodation Program Services to Participants; and
(b)Management Services provided to Finance and Participants.
1.3Accommodation Program Services are the Services that relate to the operational aspects of the Deed.
1.4Management Services are the Services that relate to the administrative and contract management aspects of the Deed and support the delivery of the Accommodation Services.
2Whole of Government objectives
2.1The Government’s coordinated procurementframework’s five overarching objectives apply to these Services and the Contractor should provide a solution that:
(a)reduces the cost of supply to Government entities;
(b)continues to meet the business needs of Government entities;
(c)contributes to a competitive and viable industry;
(d)results in fair, equitable and transparent processes; and
(e)optimises government savings through cost reductions, improved efficiencies and promotion of behavioural change.
2.2The Contractor must contribute to the whole of Government objectives throughout the Deed Period by:
(a)developing a strategic partnership with Finance to provide exceptional levels of service to Participants, regardless of size, where issues are quickly identified and resolved;
(b)representing the Government’s interests when dealing with anyparties in delivering the Services;
(c)acting reasonably at all times, including with Other Travel Service Providers to ensure successful delivery of the Services;
(d)responding in a timely manner to needs, concerns or complaints raised by Finance of Participants;
(e)actively continually improvingthe Services throughout the Deed Period through innovation, especially the use of technology, to provide further savings and efficiencies;
(f)actively managing an integrated supply chain with Other Travel Service Providers to deliver seamless services, data and reporting;
(g)driving efficiencies in service delivery to support value for money to the Government;
(h)providing services that are consistent with the Government’s travel policies and guidelines, including individual Participant travelpolicies and guidelines.
3Innovation and continuous improvement
3.1The Contractor must identify, recommend and implementprocesses to improve the effectiveness and efficiency of the Servicesthat would benefit Participants either operationally or financially,in particular by:
(a)periodically reviewing the Accommodation Program to identify potential improvements that could be made to provide further savings and efficiencies for the Government;
(b)identifying, communicating and implementing cost savings initiatives;
(c)proactively implementing efficiencies to streamline processes within the Contractor’s organisation;
(d)actively working with the TMC to provide a fully integrated cost effective solution that enables Travel Bookers to book travel efficiently; and
(e)keeping informed about industry developments, particularly technology advancements.
3.2The Contractor must consider any suggestions or recommendations it receives from Finance or any Participant in relation to improvements of the Services. The Contractor must implement any improvements agreed by Finance and the Contractoras soon as practicable.
3.3The Contractor must continually plan for the evolutionof the Services and modify the manner in which the Services are supplied to improve the quality, effectiveness and efficient delivery of the Serviceswhile continuing to deliver and improve value for money.
4Integration with Other Travel Service Providers
4.1The Contractor must in the performance of the Services under this Deed, and at no additional cost to the Commonwealth:
(a)work cooperatively with the TMC to supply a seamless service in relation to all Bookings with full integration with the TMC’s Online Booking tool (OBT);
(b)ensure the timely, accurate and reliable provision of data to Finance, Participants and the Travel Card Provider, including all actions necessary to establish and maintain the provision of GST-compliant data, consistent with Australian Taxation Office requirements Goods and Services Tax Ruling GSTR 2000/26 and the Related Legislative Determinations (including any subsequent determinations by the Australian Taxation Office);
(c)liaise, and act cooperatively, with the Other Travel Service Providers to resolve any reporting and reconciliation issues; and
(d)where relevant, electronically receive and process updated Traveller profiles and Card details from the Other Travel Service Providers.
5Service Levels
5.1In supplying the Services, the Contractor must continually meet or exceed the Service Levels as outlined in [Schedulex] of this Deed.
Accommodation Program Services to Participants
6Accommodation Program Services overview
6.1In providing the Accommodation Program Services, the Contractor must:
(a)establish and maintain an Accommodation Program to meet the requirements of Participants, including the special requirements outlined in clause 14 of this Schedule,and in accordance with Government’s travel policies and Participant specific travel policies, where these have been provided;
(b)source and supply a range of accommodation to meet the Government’s requirements, including Short-stays, Long-stays, Groups and Relocation accommodation, ensuring that rates are highly competitive;
(c)establish and maintain positive relationships with Accommodation Providers;
(d)provide inventory from Accommodation Providers to the TMC’s systemsto enable Bookings and variations (including changes and cancellations) to Bookings to be made online through the TMC’s online booking tool (OBT);
(e)provide customer service support to Travel Bookers to assist with Bookings;
(f)receive and verify that invoices from Accommodation Providers are in accordance with the Booking and pay Accommodation Providers for services provided in accordance with [clause x] of the Deed;
(g)obtain information from Accommodation Providers to enable Participants to receive GST-compliant data;
(h)continually monitor the Accommodation Providers’ performance (including competitiveness of rates, room availability and service quality) under the Accommodation Program;
(i)assist Participants withvenue hire sourcing and bookings, when requested; and
(j)comply with any other reasonable requirements communicated by Participants.
7Accommodation Program
7.1The Contractor must establish and maintain an Accommodation Program that meets the current and where possible, future requirements of Participants. As a minimum, the Accommodation Program must:
(a)provide a wide range of high quality, safe and secure accommodationthat includes:
(i)hotels, motels and serviced apartments;
(ii)metropolitan, regional, rural and remote locations throughout Australia; and
(iii)accessible accommodation.
(b)provide Allotments that comply with the Government’s Cancellation Conditions;
(c)maximise access to domestic accommodation, through a variety of channels including:
(i)Allotments;
(ii)Contracted Rates, including last room availability rates;
(iii)dynamic rates, which may include but not be limited to rates from:
- Accommodation Providers direct;
- Global Distribution Systems;
- online travel agent and aggregator rates (e.g. Booking.com, Expedia, Trivago, HotelsCombined);
- wholesalers; and
- other providers
(iv)distressed inventory; and
(v)other market rates.
(d)source accommodation within a reasonable proximity to a Participant’s office sitesor key travel destinations, as notified by a Participant;
(e)maximise accommodation where Bookings are instantly confirmed, and
(f)provide access to dynamic pricing for international accommodation, which is optional for Participants.
7.2The Contractor must, in consultation with Finance, determine the benefits of a ‘preferred hotel’ designation for Accommodation Providers within the Accommodation Program that provide additional benefits which may include:
(a)a consistently high number of rooms available at very competitive rates;
(b)free high speed wi-fi;
(c)complimentary early check-in and late check-out;
(d)discounted ancillaries such as parking; and/or
(e)complimentary meals.
7.3The Contractor will manage the preferred hotel arrangement.
Note to Tenderers:It is intended to establish a preferred hotel arrangement if it can be determined that it will provide additional efficiencies and savings to the Government.
This preferred hotel arrangement may include: all or some locations, particular Accommodation Providers, or Accommodation Provider chains or any combination of these.
It is envisaged that preferred hotels would be given increased exposure on the OBT and greater access to Participants.
8Accommodation Booking Channels
8.1The Contractor must provide high quality Accommodation Services that are easy to use and are accessible 24 hours a day 7 days a week through the following booking channels:
(a)through the TMC’s OBT;
(b)through an online booking system;
(c)mobile devices (via webpage or app); and
(d)by email, telephone and facsimile.
8.2The Contractor must ensure that the Accommodation Provider’s inventory described in clause 7.1(c) is able for Bookings through all booking channels.
Note to Tenderers:It is Finance’s preference that all Bookings are made online through a fully integrated connection to the TMC’s OBT, with the ability for Participants to make Bookings through other offline methods when required.
If full integration with the TMC is considered by Finance to not be cost effective, the Contractor will be required to provide an online booking systemwith the minimum functionality described in clause 10.1that is integrated with the TMC’s OBT through a single sign on.
If the Contractor is required to provide an online booking system, clause 10 in this Schedule 2 will apply.
8.3For telephone bookings:
(a)the Contractor must provide either a dedicated toll free number or a number that is integrated with the TMC’s telephony system, that directs callers to a team of travel consultants; and
(b)travel requests must be processed at the time of call. If not possible, the Booking must be confirmed in accordance with the timeframes in Schedule x.
8.4For email bookings:
(a)the Contractor must provide a dedicated email address that directs callers to a team of travel consultants;
(b)the Contractor should implement a system that allows efficient management of email enquiries that logs and allocates emails to a travel consultant; and
(c)a travel consultant must make a Booking and confirm details with the Travel Booker in accordance with the timeframes in Schedule x.
8.5For facsimile bookings:
(a)the Contractor must provide a dedicated facsimile number that directs to the team of travel consultants; and
(b)the travel consultant is to make a Booking and confirm details with the Travel Booker in accordance with the timeframes in Schedule x.
8.6When confirming a Booking with a Travel Booker, the Contractor must inform the Travel Booker of the room configuration, key facilities and the quality standard (e.g. star rating) of the property.
8.7Where available, the Contractor must provide other booking and communication channels, such as an electronic business to business system that allows Travel Bookers to communicate with a team of travel consultants. Where this is the case, a travel consultant is to make arrangements and confirm details with the Travel Booker as soon as practicable.
9Contractor’s online booking system
9.1If determined by Finance that the Contractor is required to provide an online booking system, the system must be optimised for business travel, intuitive, user friendly and provide the following minimum functionality:
(a)real time availability for the rooms available with each Accommodation Provider;
(b)a single, per day, rate for each room type inclusive of all fees and charges to be levied by the Accommodation Provider;
(c)restricted display of accommodation based on individualParticipant daily rate thresholds;
(d)access to multiple sources of rates, which includes:
(i)Contracted Rates with and without Allotments;
(ii)dynamic rates, discounted and non-discounted; and
(iii)other market rates.
(e)clearidentification of:
(i)the rate source and cancellation conditions for each available room;
(ii)the amenities and facilities provided in each room and at the property;
(iii)value add services, such as free wifi, complimentary breakfast, early check-in, late check out;
(iv)the geographical proximity of accommodation options to the Traveller’s office destinations via online maps;
(f)the ability to provide details of special requirements;
(g)the ability to make changes and cancellations to Bookings online;
(h)the ability to book accommodation that cannot be instantly confirmed (on request);
(i)that enables to place accommodation on hold, with automatic cancellation within cancellation windows to avoid paying fees;
(j)prioritisation of Accommodation Providers that are designated as ‘preferred hotels’ or in any order specified by Finance or a Participant;
(k)Participant specific data fields; and
(l)any additional functionality as requested by Finance from time to time.
Note to Tenderers: The single, per day, rate for each room typemay be inclusive of the Contractor’s Fees. This will be determined by Finance during the evaluation process.9.2The Contractor must ensure its online booking system enables a Booking to be made seamlessly either by the TMC or a Travel Booker, with booking confirmations and travel itineraries generated in real time and provided to the Traveller as well as to the Travel Booker. Where the Booking is made through the TMC’s OBT, the accommodation booking must be incorporated in the travel itinerary generated by the TMC.
9.3The Contractor’s online booking system must be clearly branded as being for the Australian Government Accommodation Program, with a design consistent with the Government’s branding requirements. The proposed design of the layout is to be approved by Finance prior to its implementation.
9.4If requested by Finance, the Contractor must ensure that its online booking system is assessed and certified against the Australian Government policies and guidelines described in [clause x] of the Deed by an Information Security Registered Assessors Program (IRAP) assessor. More information about IRAP assessments is available at
9.5The Contractor must ensure that the portal remains IRAP accredited during the Deed Period.
9.6If determined by Finance that the Contractor is not required to provide an online booking system, the Contractor must ensure that it collaborates with the TMC to provide the functionality described in clause 10.1 in the TMC’s OBT, at no cost to Finance or to Participants.
10Customer service assistance
10.1The Contractor must maintain a strong customer service focus and respond promptly to requests that have been made, regardless of the booking channel.
10.2The Contractor must ensure that all Personnel that will be accepting Bookings, are fully acquainted with the relevant provisions of the Deed.
10.3The Contractor must supply, at no additional cost, a telephone customer assistance service through a dedicated toll-free number that is available and staffed 24 hours a day 7 days a week. This number may be integrated with the TMC’s telephony system. The number of staff should, at all times, be adequate to allow the Contractor to comply with the Contractor’s obligations.
10.4The Contractor must have a system that records telephone calls with Travel Bookers and that has the ability to quickly retrieve the conversation when required, to verify any discrepancies in a Booking. The Contractor must also have systems in place to capture, store and respond to any feedback provided by Travellers and Participants in respect of the Services. This feedback is to be aggregated and reported to Finance in accordance withthe service levels as outlined in [Schedule x] of this Deed.
11Booking changes
11.1The Contractor must facilitate any changes to a Booking requested by a Traveller, Travel Booker, Participant or the TMC.
11.2Changes to Bookings are to be at no additional cost.
12Cancellations and ‘no shows’
12.1The Contractor must not charge a fee for a Booking that is cancelled:
(a)For Contracted Rates within the Cancellation Conditions; or
(b)For non-contracted rates prior to the timeframe permitted by the Accommodation Provider’s cancellation policy.
12.2For instances where the Traveller fails to show (i.e. a ‘no show’) without a prior cancellation in accordance with clause 12.1, the Contractor may charge the relevant Participant its fee for the Booking and must pay the Accommodation Provider any reasonable cancellation costs (which should generally not be more than a single night’s stay) in accordance with the payment process described in the Deed (Part5).
13International accommodation
13.1The Contractor must have, and provide Participants access to, real-time international accommodation inventory to process bookings via the booking channels referred to in clause 8.1.
13.2If requested, the Contractor must assist Participants to book international accommodation.
14Special accommodation requirements
14.1A number of Participants have special accommodation requirements. Bookings for special requirements will require additional attention and may require dedicated Contractor personnel to liaise with the Participant and/or Traveller and Accommodation Providers to create and manage these Bookings. Special accommodation requirements include, but are not limited to:
(a)VIPs and international dignitaries: These requirements often include liaising directly with the Participant’s representative, proactively monitoring Bookings to avoiddisruptions, and communicate specific Traveller preferences to Accommodation Providers.
(b)Relocations: Participant relocation Bookings usually require Long-stay accommodation in serviced apartments. The Contractor must work and cooperate with Participants and any third party who makes Bookings on behalf of a Participant.
(c)Rural and remote accommodation: Requires sourcing accommodation from rural and remote Accommodation Providers that may not distribute rates through online channels and may be only available on request. Some Participants may require unconventional accommodation, such as demountable buildings, caravan parks and camping grounds.
(d)Groups: The management of Group Bookings include:
(i)negotiating competitive rates;
(ii)negotiating deposit and cancellation conditions that minimise any potential financial loss to Participants;
(iii)managing changes as requested by a Participant;
(iv)liaising with the Accommodation Provider so that Traveller names are not required to be provided at the time of Booking;