IFAD/2019/027/RFP

Global Travel Management Services

Table of Contents

I. INTRODUCTION AND GENERAL OVERVIEW ...................................................... 3

II. MANDATORY REQUIREMENTS................................................................................... 4
III. CORE SERVICES................................................................................................................. 5
1. GTM Services worldwide .............................................................................................. 5
2. Booking and Ticketing Services provided by On-site Office ................... 5
3. Working Hours, Services outside of Working Hours, Crisis Support 7
4. Refunds and Cancellations ......................................................................................... 8
5. Additional Assistance for Travellers and Quality Control ........................ 9
6. Complaints from IFAD Travellers ......................................................................... 10
7. Global Distribution Systems (GDS) ..................................................................... 10
8. Local Issuance Restrictions ..................................................................................... 10
9. Personal Deviations within Official Travel ...................................................... 10
10. Accounting, Invoicing and Payment ...................................................................... 10
11. Hotel Booking and Special Rates.............................................................................. 11
12. Car Rental............................................................................................................................... 11
13. Arrangement of Events and Corporate Meetings ........................................... 12
14. Operational Arrangements: GTM staff, Office Space and Services ...... 12
15. Staff Skills and Experience .......................................................................................... 12
16. GTM Staff Management .................................................................................................. 13
17. Recruitment .......................................................................................................................... 13
18. Office Space and related Services ........................................................................... 13
19. Performance Monitoring and Contract Management ................................... 14
 Strategic Guidance and Market Knowledge ................................................... 14
 Statistical and Management Reporting ............................................................. 15
 SLA Performance Reporting..................................................................................... 15
 Annual Business Plan .................................................................................................. 16

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 Meeting and Performance Review ....................................................................... 16
 Client Satisfaction Survey ......................................................................................... 16
 Key Performance Indicators and Penalties .................................................... 16
20. Penalties and Compensation in case of Non-performance ....................... 17
21. Contract Implementation and Transition Plan ................................................. 17
22. Compensation for Services and Payments to the Company..................... 18
23. Commissions received by the Company ............................................................... 18
24. Insurance ............................................................................................................................... 19
25. Code of Conduct .................................................................................................................. 19
26. Discrimination ..................................................................................................................... 19
27. Changes within IFAD ....................................................................................................... 19
28. Records and Books of Account................................................................................... 19
29. Independent Audit of Air Fares ................................................................................. 19
30. Exit Conditions .................................................................................................................... 20
IV. OPTIONAL SERVICES.................................................................................................. 20
31. Optional Visa Services for Rome-based Travellers ....................................... 20
32. Optional Self-Booking Tool (SBT) and Travel Portal .................................... 21
33. Optional Out-plant and Multi Service Centre (MSC) Booking,
Ticketing and Processing Solution ................................................................................... 22
34. Optional Trip “pre-auditing” Service ..................................................................... 23
35. Optional Leisure Travel for Staff .............................................................................. 23
36. Optional Traveller Tracking Solution ..................................................................... 23
APPENDICES ................................................................................................................................. 23
Appendix 1. Traffic Volume ................................................................................................. 25
Appendix 2. Background on Travel Policies and Procedures at IFAD ........ 28
Appendix 3. Travel Management Reporting Data .................................................. 30
Appendix 4. IFAD Country Offices (ICOs) ................................................................... 31

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I. INTRODUCTION AND GENERAL OVERVIEW

The International Fund for Agricultural Development, hereinafter referred to as IFAD,

hereby solicits proposals from travel management companies to provide Global Travel
Management (GTM) Services, including air, train, and boat travel reservations,
ticketing, visa processing, as well as related advisory and reporting services.

i. Background about IFAD

IFAD is a Specialized Agency of the United Nations, established as an international
financial institution in 1977. IFAD currently has 173 member states and approximately
430 staff working at Headquarters and 187 in its Field Offices. In addition, IFAD has a
significant and variable number of consultants and short-term staff. IFAD travellers
may be both regular staff and short-term staff, consultants, Executive Board Members
and occasional travellers (non-staff members).
To achieve its goals, IFAD develops and finances programmes and projects aimed at
increasing agricultural productivity and incomes and reducing rural poverty. IFAD's
headquarters is in Rome, Italy, but has offices in 40 countries and finances
programmes and projects in more than 90 countries, often in remote areas of the
globe.

ii. Information on current GTM Services1

At present, GTM Services are delivered through a contracted business travel agency
at HQ Implant and through travel agencies located in Africa, Asia and Latin America.
The HQ Implant services are delivered by three GTM Staff (travel counsellors) who are
exclusively dedicated to IFAD and located in an on-site implant (office space provided
by IFAD) at IFAD HQ, and one part time Travel Account Manager. IFAD country offices
and liaison office are serviced through local decentralized GTM agencies. Air tickets
are purchased in local currency through IFAD Airplus accounts.
Appendix 3 contains a list of standard reports that are currently being provided to
IFAD by the current GTM company.

iii. Data on current GTM Services

The overall gross air, rail ticket and hotel spend of IFAD was 6,888,981 Euro in 2018.
Top 10 routes represented about 10% of the overall air travel spend. 34% of all travels
originated from other places than Rome and a good percentage of the travellers were
non-staff members. Approximately half of the air travel amount was issued against
IFAD preferred fares jointly negotiated by the Rome-based UN Organizations with
major air carriers or alliances. The volume of travel is outlined in Appendix 1. It must
be understood, however, that IFAD cannot commit to maintain in the future the traffic
volume presented in Appendix 1.

iv. Objectives of this RFP

IFAD desires to enter into a contract with a provider of comprehensive GTM Services,
hereinafter referred to as the Company, with worldwide capabilities to provide full
travel and events management services at its Headquarters offices in Rome and to its
Country Offices (ICOs) as set forth in Appendix 4.
The Company is required to provide service delivery configuration to implement and
arrange systems to allow local ticketing to and from all IFAD’s Country Offices (ICO)
through client service centres and regional coordination centres in locations where
local ticket is already in place, and should be ready to implement local ticketing in any
other new IFAD country office. Air tickets should be purchased through local
decentralized agencies and service centres in the countries through the IFAD Airplus

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IMPORTANT: The following information is given for reference purposes only, and does not indicate any
preferred configuration on the part of IFAD. Bidders may propose any other configuration that they consider
will meet or exceed the service standards set forth in this RFP.

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account and ticket costs shall be reconciled by the successful bidder liaising with
Airplus and local travel agencies.

The Company will be required to implement a program responding to IFAD

requirements in terms of customer service, costs savings and policy compliance. The
Company shall provide all personnel, equipment, systems, technology, integration
with IFAD’s systems, materials, supervision, client account management, as well
as all other items and services necessary to perform comprehensive travel and events
management services as defined herein.

Bidders are hereby informed that other United Nations agencies, based in Rome or
elsewhere, may, subject to mutual agreement, avail of the benefits of any contract
resulting from this RFP.

The new travel contract is expected to be in place, with start of services and full
implementation compliant with the Service Level Agreement (SLA), within Q2 2020.
It is anticipated that any resulting contract would be for an initial period of three (3)
years including the first year as trial period. The contract may be extended on the
same terms and conditions by IFAD for two (2) additional periods of one (1) year each
or other period as decided by IFAD at its sole discretion.

The services specifications set forth in this document are not intended to be
exhaustive. Bidders shall propose any other service that would:

- Significantly enhance the quality of travel services within the IFAD Travel
Guidelines;
- Reduce costs;
- Facilitate full monitoring and reporting of decentralized agencies, to ensure
achievement of service level standards, accuracy and timeliness in invoicing;
- Facilitate streamlining and efficiency gains in addition to the above-mentioned
services.

II. MANDATORY REQUIREMENTS

The selected company will be required to provide services in accordance with the
following mandatory requirements:

i. Deliver high quality GTM Services providing for local ticketing and travel
agency support worldwide through the access to high-technology solutions
(Ref. Section III, n.1);

ii. Ensure a seamless integration of online and offline solutions into a single, client-
oriented travel process fully integrated with IFAD’s Oracle PeopleSoft
system (Ref. Section III, n.2);

iii. Introduce a fare tracking mechanism to monitor cheaper airfares that may
become available after ticket issuance (Ref. Section III, n.2);

iv. Apply a best rate guarantee to IFAD and its travellers at the time of
booking (Ref. Section III, n.2)

v. Ensure 24-hours emergency service to support travellers worldwide (Ref.

Section III, n.3);

vi. Develop a refund tracker tool to allow monitoring of unused tickets to ensure
recovery of IFAD travel funds (Ref. Section III, n.8);

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vii. Ensure reconciliation of all tickets issued worldwide (Ref. Section III,
n.10);

viii. Manage the negotiations and booking of the preferred hotel programme
(PHP) (Ref. Section III, n.11);

ix. Provide a dedicated Senior Client Executive to manage the GTM Services
contract (Ref. Section III, n.15);

x. Provide comprehensive management and reporting data (Ref. Section III,

n.19 and Appendix 3);

III. CORE SERVICES

This Description of Services contains IFAD’s requirements in terms of core services

and optional services. IFAD reserves the right to determine at its sole discretion if
any or all of the optional services will become part of the final service contract. Bidders'
proposals must be structured in the same manner, clearly differentiating between core
and optional services.

1. GTM Services worldwide

i. Travel originating from Rome or abroad, including IFAD’s Country Offices (ICOs
as per Appendix A.3), shall be serviced by the on-site implant and/or through
local travel agencies and consolidated regional service centres of the Company
with high technology.
The on-site implant will have full capabilities to make worldwide travel
arrangements and will have access to the best available airfares, including local
market fares and IFAD negotiated fares. The Company should be able to
provide local ticketing through service centres and regional centres.

ii. As a complement to the implant set-up, and in order to facilitate the lowest
cost travel processing for simple itineraries, the Company shall also propose an
online self-booking tool solution, embedding IFAD travel policy (Ref. Section
IV, 40).
As an alternative to the implant, the Company shall propose an out-plant
(offsite) service delivery arrangement, including a Multi Service Centre
configuration (MSC) with central management for worldwide travel services
(Ref. Section IV, 44).

2. Booking and Ticketing Services provided by On-site Office

i. The Company should guarantee highly professional advice to travellers

and travel arrangers ensuring the following services:

a) Provide quotes on itineraries in accordance with IFAD’s travel policy and

alternative quotes whenever requested by IFAD. Complex air itineraries to
be verified by senior airfare specialist(s).

b) Determine the most economical routes in compliance with IFAD travel

policy using experienced airfare experts, including train tickets as an
alternative option in support of IFAD’s commitment towards environmental
sustainability;

c) Provide highly competitive Company negotiated fares to complement IFAD

negotiated fares;

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d) On a quarterly basis, the Company will provide a full report of the airfares
used in line with IFAD travel policy, showing the best fare guaranteed and
missed savings;

e) The Company shall apply a best rate guarantee to IFAD and its
travellers at the time of booking. If IFAD travellers find a lower rate for
the same airline booked by the Company through another publicly
available booking channel, the Company shall issue that ticket either at the
lower cost or refund the difference up to an amount to be agreed with
the Company. The refund will be processed against evidence of the ticket
purchased by IFAD or its travellers as proof of same itinerary and airline as
originally provided by the Company. Any financial limitation of the best
rate guarantee shall be included in the financial proposal.

f) Book, issue and deliver tickets for travels originating from Rome and
from abroad. Provide 100% of booking at lowest available fare in
accordance with IFAD’s travel policy including negotiated discounted
airfares offered to IFAD. Offer the necessary technical capabilities to access
most attractive local airfares worldwide. Provide solutions for the purchase
and issuance of low-cost carriers’ tickets and train tickets.

g) Provide full integration of its reservation systems with IFAD’s

PeopleSoft Reservation tool, and explore integration at worldwide level
without any cost charged to IFAD. Ensure access to all types of airfares (air
carrier published, web low- cost, IFAD and Company negotiated fares) and
train tickets on the same booking tool.

h) For Implant Rome, the Company must ensure that 100% of the e-tickets
are delivered immediately after Travel Authorization approval notified
through PeopleSoft. For all decentralized travel agencies, the Company shall
ensure that 100% of the e-tickets are delivered immediately after
confirmation by the traveller/travel originator.

i) Provide telephone, e-mail and walk-in service during standard office

hours for all travel requests originating from IFAD Headquarters in Rome
and similar service for IFAD Country Offices where local ticketing is
implemented.

j) Achieve cost efficiency and savings by ensuring strict compliance with IFAD
travel policy, and use of the best fare including negotiated corporate air
fares;

k) Propose the most appropriate communication process to optimize the

customer service for travellers and travel arrangers located in IFAD’s
Country Offices. The process must consider that a large portion of
IFAD travellers are non-staff members travelling from abroad with no
access to IFAD Intranets and sometimes based in countries with poor
communication infrastructures. Provision of service by e-mail is a
mandatory requirement.

l) Proactively support all other aspects of th e IFAD travel policy, including

advance purchase policies promoted by IFAD.

m) Process changes, re-routings or cancellations requested by IFAD travellers

and re-issue air tickets in conformity with such requests. Calculate
differences in fares, obtain any reimbursement, which may be due to IFAD

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 and ensure endorsement to other carriers if available.

n) Provide clear and comprehensive information in English to IFAD travellers

on fare conditions and ticketing deadlines.

o) Duly and timely, inform travellers of the airline fare rules and conditions,
including validity.

p) Upon IFAD request, arrange official travel by using Frequent Flyer Miles
accrued by IFAD travellers.

q) Issue air-tickets in accordance with the list of the United Nations

Department and Security (UNDSS) recommended carriers and inform IFAD
travellers accordingly, ensuring strictest confidentiality.

r) Support for loading and updating of IFAD negotiated fares to allow issuance
of tickets through the Global Distribution Systems (GDS). Ensure proper
implementation of IFAD negotiated airfares. Offer Company negotiated
airfares to facilitate additional cost savings.

s) Regularly update the IFAD and Company negotiated fares and ensure
that these are accessible to IFAD through the GDS and if implemented, the
Online Booking Tool.

t) Provide estimates for lump sum contracts for consultants based on IFAD’s
liability.

u) Maintain IFAD database for the calculation of Entitlement Travel and

confirm lump sum amounts due to eligible staff.

v) Alert IFAD Travel and visa Manager when a total of 10 travellers and/or 3
IFAD VIP travellers are booked on the same flight and seek the necessary
authorizations to proceed with the bookings.

ii. Official requests for services are made through the PeopleSoft Reservation
System at first, followed by an approved Travel Authorization. Under
special circumstances, IFAD may issue travel requests in other forms, as
may be necessary. Any request for travel services shall indicate the amount
authorized for such travel. The Company shall render the services requested
only when any service is fully covered by a Travel Authorization. IFAD shall
not be liable to reimburse the Company for services provided by the
Company without an officially accepted booking and approved Travel
Authorization.

3. Working Hours, Services outside of Working Hours, Crisis Support

i. The implant’s opening hours should normally be between 9:00 am and 5:00
pm, Monday to Friday (Rome Time). Decentralized travel agencies will respect
the working hours of the IFAD offices worldwide. Rome Implant should observe
only IFAD holidays, which will be notified annually.

ii. The Company will provide services outside of normal working hours to IFAD
travellers worldwide as listed below:
- Provide access to a “24/7 service platform” with adequately trained travel
counsellors at no additional charge for issues arising while the Company
offices are closed.
- Provide all essential services with regard to travellers` booking and ticket

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 issuance.
- Ensure that the emergency platform staff is knowledgeable about
standard IFAD procedures.
- Provide after-hours contacts.

iii. IFAD will identify representatives authorized to order tickets when the Company’
offices are closed.

iv. In case of a major crisis, the Company will set-up a dedicated support platform
to provide IFAD with all essential services with regard to travellers’
information, booking and ticket issuance. The dedicated emergency platform
should preferably be staffed with selected implant travel counsellors and be
available until the end of the crisis.

v. The Company shall set-up a multi-hazard business continuity plan and ensure
all necessary updates.

vi. The Company shall ensure capability to track, at any time, IFAD traveller’s
locations and bookings. In emergencies, the Company will be required to provide
a comprehensive list of passengers’ locations and booking within 2 hours.

vii. In case of urgency during the agreed working hours, oral requests may
exceptionally be made by an authorized representative other than the IFAD
Travel Units' designated staff, followed by an official written confirmation. IFAD
shall notify in writing the Company of the names, titles and functions of the
officials authorized to request travel services.

viii. In case of emergency outside the normal working hours, designated officials
of IFAD will be authorized to order tickets through the Out Of Standard Working
Hours service centre. These orders will be subsequently covered by an official
Travel Authorization. The Company shall promptly register the designated
officials with the Out Of Standard Working Hours service centre and provide them
with the access code to allow them to order tickets.

4. Refunds and Cancellations

i. The Company shall process refunds of all fully/partially unused tickets within 48
hours following receipt of request or notification.

ii. If refund cannot be obtained directly by the Company, the Company shall advise
in writing within 48 hours that the refund application will be processed by a third
party (Company’s local partner).

iii. The Company shall verify residual value of partially used tickets refunded by
carriers and obtain justification from airlines for rejected refunds.

iv. The Company shall advise IFAD within 5 working days about possible penalty
charges of cancelled travel requests.

v. The Company shall issue credit notes for outstanding refunds within 30 days
upon notification by IFAD and absorb all cancellation charges or penalties for
which the Company is responsible.

vi. The Company shall void and/or reissue tickets whenever possible instead of
refunding, and maintain a log of all pending refund requests and ensure the

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 follow-up on a monthly basis or as otherwise agreed with IFAD.

vii. The Company shall inform IFAD on a monthly basis of unused flight
segments of outstanding refunds identified through an automated ticket tracking
system.

viii. The Company shall provide monthly and annual reports showing the status of
settled and pending refund requests, including the total amount of penalties and
amounts not refunded.

5. Additional Assistance for Travellers and Quality Control

i. The Company shall assist IFAD travellers in case of accident, sickness, injury
or death.

ii. On Baggage Allowance and Excess Baggage, the Company shall:

- Inform IFAD travellers about accompanied baggage allowance, excess

baggage charges and rules.
- Inform IFAD travellers about baggage insurance if requested and provide
advice in case of lost or damaged baggage.

iii. Changes and cancellations: the Company shall promptly notify (i.e. SMS, e-mail)
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 the IFAD Travel and visa Manager in case of
major disruption.

iv. Lost or Stolen Tickets: the Company shall act as liaison agency between the
transporter and the traveller to resolve issues of lost or stolen tickets and
replace the documents in agreement with IFAD.

v. Itineraries: the Company shall provide electronic itineraries (for air, train and
other forms of transportation) to IFAD travellers in English, showing in one single
and clear document with comprehensive reservation details:

- PNR and ticket number

- Status of reservations on all legs;
- Travel dates, departure and arrival times at destination and connection
points;
- Ticket costs in local currency;
- Fare rules and conditions including ticketing deadline, penalty for
cancellations and changes;
- Seat assignment and baggage allowance;
- The Company issuing the ticket and travel counsellor handling the
reservation;
- Contact’s telephone number and 24h Out of Standard Working Hours
platform service phone number.

vi. The Company shall advise IFAD travellers of any carrier-provided ancillary
services and other services such as limousine transfers or complimentary STPC
(stopover paid by carrier) hotels.

vii. PNR Control Check: for each transaction the Company shall guarantee an
automated quality control management system.

viii. Quality Representative: the Company shall designate a quality representative

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 who will act as a focal point of IFAD for service quality/complaint related subjects.

ix. ISO Certification: the Company shall provide quality certification (ISO 9001 or
equivalent) within the first two 2 years of contract implementation.

6. Complaints from IFAD Travellers

i. The Company shall track, monitor and promptly investigate and resolve any
complaints from IFAD travellers; ensure final resolution and response to IFAD
traveller within 10 days after written acknowledgement or upon receipt of the
information received from the airline.

ii. Final response to 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 IFAD Travel and
Visa Manager. Complaints reports must distinguish between the Company’s
errors and other types of incidents.

iii. The Company shall provide regular summary reports of complaints received,
actions taken and solutions provided by quality representative.

7. Global Distribution Systems (GDS)

i. The Company shall:

- Provide and maintain the most recent global release of GDS widely used in the
Italian market and worldwide and granting access to full airfare content.
- Ensure capacity to access all types of fares (published, market, IFAD negotiated
corporate, web-low-cost carrier fares etc.).

8. Local Issuance Restrictions

i. The Bidder shall describe in the technical offer, limitations (sanctions, embargos
or other reasons that might prevent it from issuing tickets or providing other
services in certain markets (countries) or on specific carriers and provide
alternative options.

9. Personal Deviations within Official Travel

i. Personal deviations that are combined with Official Travel shall be billed
separately to travellers and excluded from invoices to IFAD unless differently
specified by IFAD.

ii. 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 incurred.

iii. IFAD 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.

10. Accounting, Invoicing and Payment

i. The Company shall offer fully automated and highly efficient ticket invoicing and
refund tracking systems. The ticket invoicing and refund systems should include
the Country Offices where decentralised ticket is implemented.

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 ii. The Company shall submit detailed electronic invoices for each transaction,
including those related to the Country Offices where decentralised ticket is
implemented, covering the following information:
- Reference of the Reservation Request/Travel Authorization 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 IFAD.

iii. The Company shall reconcile ticket costs on credit card statements within 7 days
from air ticket issuance.

iv. The Company shall ensure reconciliation of all tickets issued worldwide.
IFAD shall apply a penalty of 5 per cent on the total ticket cost payable by the
Company in the following cases:
- wrong amount invoiced through the credit card;
- delayed ticket invoicing (after 7 days from ticket issuance).

v. All invoices submitted for payment by the Company will be approved and settled
by IFAD within 30 calendar days after receipt of the statement of account
by the payments section of IFAD. Any invoices questioned by IFAD should be
resubmitted within one month together with such explanations and/or
clarification as may be required.

vi. Billing will be done in principle in USD or Euro. Subject to prior agreement by
IFAD and in accordance with applicable local legislation, billing may be done in
the currency of the country where the ticket was issued.

vii. The Company shall collaborate with the implementation of B2B interfaces of
corporate invoicing and payment systems.

11. Hotel Booking and Special Rates

i. The travellers may request the Company to book hotels in connection with any
travel arrangements. Whenever available, the Company shall offer travellers the
IFAD or UN negotiated rate, or its own negotiated rate, whichever is less.

ii. In this context, the Company shall support IFAD in d e v e l o p i n g a Preferred

Hotel Programme (PHP, currently limited to Rome) to ensure that the selected
hotels provide best service and preferential rates to IFAD travellers. Appendix 5
contains a detailed description of the services to be provided for the Preferred
Hotel Programme. The Company shall collaborate with IFAD to explore the
possibility of implementing PHP worldwide.

iii. The Company shall provide hotel booking summaries including booking dates,
confirmation number, room cost and type, service included, time limit and
cancellation policy, Hotel contact address and phone numbers.

12. Car Rental

i. The Company shall provide bookings at the lowest available rate at a separate
cost, and provide preferential rates in Rome and worldwide upon request.

ii. The Company shall submit car rental documents including pick-up and drop-off

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 location, rate booked, class of vehicle, confirmation number.

13. Arrangement of Events and Corporate Meetings

i. The Company is required to :

a) Include provision of support to assist in the organization of meetings,

conferences and events.

b) Provide comprehensive cost estimates to assist IFAD in developing travel

expense budgets for any travel, meeting or conference worldwide.

c) Offer solutions to optimize meeting and conferences locations based on various

criteria such as cost of travel or environmental consideration.

d) Designate a dedicated focal point for major meetings and conferences, in order
to ensure proper coordination with IFAD respective offices.

14. Operational Arrangements: GTM staff, Office Space and Services

i. The Company shall provide an adequate number of qualified staff in order

to deliver the agreed services meeting IFAD requirements from the starting
date of the contract and for its entire duration.

ii. The Company shall provide the curriculum vitae of the staff that it intends to
assign to the IFAD implant office. IFAD reserves the right to interview and
approve all GTM staff assigned to IFAD implant office. All GTM staff will be
employees of the Company, however, IFAD reserves the right to approve
assignment of managers and supervisors and/or reasonably request
reassignment of the staff assigned to its account.

15. Staff Skills and Experience

i. All GTM staff must be fully proficient in Italian (for Implant) and English. Any
additional language skills will be an advantage. The Company must however
ensure that its staff either located at the implant office or at the decentralized
travel agencies worldwide adequately covers French and Spanish as well. IFAD
represents nationalities from all over the world and a similar staff mix should be
sought by the Company in order to provide a service with multi-cultural
sensibilities. In addition to the above, the following basics are required:

- Certificate of the Company competence;

- Completion of IATA certificate (Travel and Tourism Professional - TTP) or
equivalent experience;
- Completed trainings for the use of the latest versions of Amadeus and/or
Galileo.

ii. The Company’s Operation Manager and Senior Client Executive assigned to IFAD
shall have at least 10 years of business travel experience at similar positions
with large international corporate clients. The Operation Manager and Senior
Client Executive shall be dedicated to the IFAD account on a part- or full-time
basis.

iii. The Company’s Implant Operation Manager shall have a minimum of 10 years
of travel industry experience with a minimum of 5 years of experience in
managing or supervising a Business Travel Centre or a corporate GTM Implant,
as well as prior professional experience in Computer Reservation.

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 iv. The Travel Counsellor/team leader shall have at least 5 years of
predominantly complex international corporate travel experience, after
completion of GTM apprenticeship or equivalent training, proficiency on GDS
equipment.

v. The International Fares Specialist shall have a minimum of 5 years of specialized

experience in international fares construction including complex international
routings.

16. GTM Staff Management

i. The Company shall provide trained back-up staff for IFAD in the event of illness,
vacation, emergency, or any other absences.

ii. The Company shall ensure periodic training and testing on IFAD’s travel policies,
procedures, corporate fares etc.

iii. The Company shall update staff list by location including direct telephone/fax
number, e-mail address of each GTM team.

iv. The Company shall avoid compensating employees in a manner that would
encourage them to increase the cost of IFAD travel, or would otherwise be
inconsistent with the IFAD policies and objectives.

17. Recruitment

i. If specifically requested by IFAD, the company shall submit resumes for all
newly recruited staff for review and concurrence. IFAD has the right to request
the replacement of any Company employee for a reasonable cause.

ii. If requested by IFAD, and in order to avoid service disruption, the selected
Company may be requested to hire the experienced travel counsellors
already working in IFAD GTM’ implant.

18. Office Space and related Services

i. IFAD shall provide, at no cost, necessary office space to the Company for
providing the services (on-site / implant office).

ii. IFAD shall also provide, at no cost and in addition to office space, the following
services to the Company:
- Connection to a PBX and LAN;
- Heating and lighting;
- Cleaning of offices;
- Internal messenger services;
- IFAD security services;
- Access to emergency medical service and catering facilities for the
Company's staff.
- Training in security procedures

iii. Access to IFAD’s facilities is restricted to the Company’s employees assigned

to service the IFAD account under the contract and to the Company’s
commercial and business relations only. Personal relations such as family
members and friends of the Company's employees will not be allowed access to
the IFAD facilities.

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 iv. The office will be established and managed by the Company and will be fully
accredited, licensed, and authorised as retail branch in accordance with
applicable rules and regulations.

v. IFAD’s facilities are to be used exclusively for performance of services under

the Contract.

vi. At IFAD’s Rome headquarters, the Company shall, at its own cost:

- Provide, install and maintain all necessary equipment such as: facsimile and
photocopiers, furniture, computers with e-mail and Internet facility,
communication facilities such as telephones, or any other office equipment
necessary for the provision of all services to IFAD and the IFAD travellers.
- Provide, install and maintain GDS widely used in the applicable travel
markets.
- Bear all costs for telephone calls, and Internet connections to service
IFAD.

vii. It is understood that in case of total or partial relocation of the office, the
Company shall undertake all efforts to minimize disruption of services.

viii. IFAD reserves the right to modify the size of office space upon reasonable
notice.

ix. The Company shall take good care of the office space and at the
expiration or termination of the contract, shall surrender the office space in the
same condition as at the date of the contract, taking into consideration an
acceptable wear-and-tear.

x. The Company shall comply with all the rules and regulations provided by IFAD
governing the use of the office space provided.

xi. If the office space or any part thereof is damaged by fire or other cause, IFAD
shall proceed with due diligence, and at its expense, to repair such damage. All
repairs and replacement of the Company's property shall be made by the
Company at its own expenses.

xii. If the entire office space is rendered unfit for use and occupation hereunder by
reasons of such damage and IFAD does not provide alternate office space, the
Company shall propose alternative arrangements that may be implemented
subject to IFAD’s approval.

19. Performance Monitoring and Contract Management

The selected Company shall comply with the following reporting and monitoring
requirements and service standards.

 Strategic Guidance and Market Knowledge

i. The Company shall provide strategic guidance and support to optimize IFAD
travel management, including but not be limited to:
- Travel processes and travel management structure optimization;
- Cost reduction initiatives;
- Airline Negotiation process optimization.

ii. The Company shall inform regularly on travel industry highlights and provide
expertise on travel issues, including information on governmental and airline

14
 regulations.

iii. The Company shall provide upon request relevant industry benchmarks in the
area of Travel management including airfare market trends and best practice
studies.

 Statistical and Management Reporting

i. The Company will prepare and send by e-mail, regular reports as agreed with
IFAD. The list of main statistical reports that are currently being used is available
for reference in Appendix 3.

ii. Monthly reports should be delivered by the 15th of the f oll owin g month.
Reporting requirements may be changed by IFAD and discussed with the
Company.

iii. Quarterly Reports will include:

- a quarterly management dashboard report, including all essential
reporting information, such as air tickets volumes and amounts by
country, average ticket prices, type of air fare used,
volumes/amounts for top routes and top air carriers, market share of air
carriers, transaction fees amount, savings and missed savings (detailing
IFAD corporate fares, creative ticketing, Company fares and low-cost
carriers).
- Top IFAD travellers and tickets including average advance booking time
- Airline negotiations dashboard.

iv. The Company shall provide as an optional service the access to an online
reporting system to allow the IFAD Travel and Visa Manager to directly access
standard and customizable reports covering all essential information broken
down by on-site implant, Country Offices, departments, type of travel etc. (see
Appendix 3).

v. The Company shall 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.

vi. The Company shall undertake annual analysis of corporate IFAD airfares,
including industry benchmarks comparisons.

vii. The Company shall provide a comprehensive annual CO2 emission reporting as
per ICAO standards.

viii. The Company shall record savings achieved and missed savings 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
(IFAD corporate fares, Company fares, creative ticketing etc.). Likewise,
missed savings should be recorded and codified according to predefined “reason
codes” (not suitable departure / arrival times, not suitable airport etc.).
Maintain a comprehensive log of air booking history in PNR (requests, proposed
fares and options, changes, cancellations, etc.).

 SLA Performance Reporting

The Company shall provide comprehensive data and performance reports against
agreed service metrics of the SLA, including but not limited to number of booking
requests by telephone and e-mail indicating the percentage of calls/e-mails

15
 answered in accordance with the SLA requirements.

 Annual Business Plan

i. The Company and IFAD shall agree to an on-going Business Plan (updated every
year), covering all major initiatives and including a timeline to accomplish
objectives.

ii. The Company will provide monthly progress reports on performance against the
Business Plan.

 Meeting and Performance Review

i. The Company shall organize regular management meetings with the IFAD Travel
and Visa Manager in order to review service performance and compliance, as
well as KPI meetings with the procurement section.

ii. In line with IFAD's practice on contracts performance review, the Company shall
provide on a quarterly basis a Business Partnership Review to monitor and
analyse service trends, compliance with SLA and performance indicators.

iii. The Company shall prepare an agenda which summarizes the primary topics and
objectives of each meeting as well as the status of all pending deliverables prior
to the meeting, and submit minutes within five business days following each
meeting.

 Client Satisfaction Survey

i. The Company shall perform an on-going electronic client satisfaction survey to

measure the overall satisfaction of travellers and travel arrangers as well as
satisfaction scores against selected service criteria.

ii. The Company shall work with IFAD to launch and design an annual client
satisfaction survey, providing reports broken down by cost centre, implant
travel office, Country Offices, type of travel (departure from Rome or from
abroad) etc. Results will be used to assess the service level delivered by
the Company and to set-up annual improvement plans.

 Key Performance Indicators and Penalties

i. Any resulting contract will include Key Performance Indicators (KPIs) and related
targets listed below. IFAD may establish a penalty provision for poor and/or non-
performance of KPIs.

a) Traveller / Travel arranger overall satisfaction:

At least 90% on the “top two scales” of a five-level overall satisfaction
measurement. During initial 12 months contract period, IFAD 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 IFAD’s
travel policy.
- Provide booking options or alternative booking options (through IFAD
integrated booking system) as follows: 70% within 4 hours and 20% within
8 working hours from receipt of booking request.
- Provide booking options or alternative booking options through decentralized
travel agencies as follows: 80% within 8 hours and 20% within 24 hours

16
 from receipt of booking request
- Ensure 100% of all bookings are confirmed within 24 hours after booking
confirmation (through the IFAD integrated booking system) unless
otherwise instructed or unless travelling occurs within that time frame.
- Ensure 100% of all e-ticketed documents delivered 24 hours after booking
confirmed unless otherwise instructed or unless travelling occurs within that
period.

c) Telephone / E-mail / On-site (walk-in for Implant only) Assistance:

- Minimum 90% of all telephone calls to be answered within 15 seconds or five
rings.
- Minimum 90% of all call-back within 60 minutes.
- Maximum 3% lost telephone calls during normal office hours.
- 80% of e-mails responded within 6 business hours (100% within 24 hrs).
- Out of Standard Working Hours calls to be answered within 5 minutes.
- IFAD travellers shall not wait more than 5 minutes prior to receiving on site
assistance.

d) Visas (if optional visa service is selected and included in the contract):
- 100% of e-mails 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 2:00 pm.
- 100% visa delivery to the Embassy/Consulate within one working day upon
receipt for urgent cases and 2 working days for routine requests.

20. Penalties and Compensation in case of Non-performance

i. IFAD will consider the contractor as underperforming if it does not comply with
the Key Performance Indicators. IFAD 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’s measurement):

ii. Failure to respond to:

- Booking options or alternative booking options (through IFAD integrated booking
system) as follows: 70% within 4 hours and 20% within 8 working hours from
receipt of booking request;
- Booking options or alternative booking options through Decentralized Travel
Agencies as follows: 80% within 8 hours and 20% within 24 hours from receipt
of booking request
- Minimum 90% of all telephone calls within 20 seconds or 10 rings;
- Maximum 5% lost telephone calls during normal office hours;
- 80% of e-mails responded within 6 business hours (100% within 24 hrs).

iii. Travellers/travel arrangers overall satisfaction scores: “top two scales” of a five-
level satisfaction measurement being lower than 70% after the initial 12 months
implementation period and lower than 80% after the initial 12 months contract
period.

iv. If optional visa service is selected and included in the contract: failure to
deliver visa services within the timeframe and quality mentioned in the SLA. In
case the Company is responsible for the failure to deliver visa within planned
travel dates, no payment of fees should occur for that particular transaction.

21. Contract Implementation and Transition Plan

I. The Company shall provide a detailed contract implementation and transition

17
 plan for the proposed services and related SLA. The implementation plan shall
cover the period from 1 April - 30 September 2020

II. The implementation plan shall, among others, provide the following information:
- Clear milestones with regard to each stage of the contract implementation
phase, including “end-to-end” process testing.
- The coordination/project management process the Company will set-up during
the contract implementation phase. The plan shall also describe the type and
level of support provided by the Company’s management during the
implementation phase.
- The type and quantity of resources allocated by the Company for the
implementation phase. The description of the roles and responsibilities of
assigned individuals.

22. Compensation for Services and Payments to the Company

i. As full compensation for the services rendered under the contract, IFAD shall
reimburse the Company for the cost of:
- Management and service fee (transaction fee or management fee) for the
execution of the services included in the contract;
- Each service needs to be quoted separately (implant, outplant, MSC, SBT,
decentralized travel agencies, Meeting and Events, other services). Each pricing
could include a combination of different service configurations.
Cancellation charges imposed or assessed by airlines, railroads, hotels or others
by reasons of cancellations of any reservations procured under the provisions
of the contract at the specific request of IFAD. However, the Company shall be
required to take the necessary steps, and make its best efforts, to assist
IFAD and the IFAD travellers, as the case may be, to avoid such cancellation
charges;
- Any other reasonable expenses incurred by the Company relating to services
covered by the contract and agreed upon specifically from time to time between
the Company and IFAD. The Company agrees that costs under this paragraph
shall not exceed commercial rates, where such exist, or otherwise the cost
shall not exceed the cost charged to its most favoured clients for equal or similar
services.

23. Commissions received by the Company

i. IFAD requires full disclosure and credit of all revenues (commissions,

overrides or others) received by the Company as a result of the transaction
volume made with IFAD. Overrides are negotiated incentive commissions paid
to the Company by certain airlines with which the Company has preferred
relationships.

ii. Any air or rail override cashed in by the Company based on the flown revenue
generated by IFAD will be refunded to IFAD. The Company will allocate overrides
based on IFAD’s contribution to the overall override amount.

iii. The Company will provide reasonable documentation of Override Commission

earnings and allocation to IFAD, subject to the confidentiality provisions of its
agreement with the airlines.

iv. IFAD will keep any airline commissions and incentives and/or discounts from the
airlines, which it is able to secure through its own direct negotiations with the
airlines. Further, the contractor is expected to credit to IFAD any rebates or
commissions that it receives from airlines as a direct result of its business
volumes.

18
24. Insurance

i. The Company shall provide full insurance coverage for its staff, furniture,
equipment, and personal effects against theft and damages caused by fire, glass
breakage, storms, water, strikes and riots. The Company shall also have valid
third party liability insurance and insurance against damages caused to lease or
to IFAD’s premises.

25. Code of Conduct

i. IFAD has its own Code of Conduct and Sexual Exploitation and Abuse Policy,
which will be included in the contract and is applicable to the Company staff.

26. Discrimination

i. The Company shall provide full travel services to IFAD and to its travellers,
without discrimination on the basis of nationality or on any other grounds,
at Rome headquarters, IFAD Country Offices and on a worldwide basis.

27. Changes within IFAD

i. As a result of potential administrative changes within IFAD, the list of authorized

representatives and internal work procedures and policies are subject to change.

28. Records and Books of Account

i. The Company shall keep systematic and accurate records and books of account,
which shall at all times, be subject to audit by IFAD. When it is so requested by
IFAD, the Company shall forward all relevant documents related to the
performance of the contract. In this respect, the Company shall forward any
additional information requested by IFAD, in connection with the approval of the
aforementioned documents.

ii. The Company shall keep all documents prepared in connection with the
performance of the contract, for two (2) years following the end of the contract,
for the purpose of inspection and verification by the IFAD auditors. In this
respect, the Company shall provide any necessary support and assistance
to IFAD’s auditors, in particular by granting them unrestricted access
to its premises.

iii. The Company is required to retain all financial documents related to the cost
and revenues of its IFAD account for a period of at least 5 calendar years
following the termination of the agreement with the Company. IFAD will have
the right to audit financial records or documents at any time upon 30 days written
notice during the Company contract and for 5 years beyond its expiration. IFAD
agrees that the designated auditors, personnel, or regulator shall treat and
preserve any information they may have access to during such review as
confidential.

29. Independent Audit of Air Fares

i. At the request of IFAD, the Bidder shall collaborate with any evaluation decided
by IFAD and carried out by an independent third party airfare auditor. Such an
audit would normally be carried out during the initial 3 years of the contract
implementation and will be based on a sample of 500 Passenger Name Records
(PNRs). The purpose of the audit will be an assessment of the compliance with

19
 IFAD travel policies.

ii. The Company may be requested to recommend a highly qualified, independent

third party auditor established in the travel industry. IFAD reserves the right to
request alternative proposals and make the final selection.

iii. If the percentage of errors discovered for a particular period exceeds 2%,
IFAD will multiply the average Euro amount of the errors discovered during the
audit by the percentage of PNRs containing errors and the total transactions
for the period. The Company will reimburse IFAD for this amount. To illustrate,
if the average error is Euro 400 and the error occurs on 3% of all PNRs, the
amount due for a period with 1,000 transactions would be Euro 12,000 (Euro
400 times 3% times 1,000). It is understood that IFAD will consider that the
Company made an error if the fare booked is not in line with IFAD travel
guidelines.

30. Exit Conditions

i. In the event the Contract established between the Parties is terminated for any
reason or expires by its own terms and a successor company is contracted by
IFAD, the following provisions shall apply:

ii. The Company will use all efforts to cooperate fully in assuring IFAD and its
travellers with a continued and uninterrupted service until the contract expiry or
termination date.

iii. The Company will provide all the standard statistical/management reports
required by IFAD for the entire contract term.

iv. The Company will not reassign dedicated employees before the contract expiry
or termination date in order to ensure an orderly transition with no adverse
impact on service levels required by IFAD and its travellers.

v. Subject to personal data protection requirements, and at no cost to IFAD, other

than costs imposed by third parties (such costs requiring advance notice to and
approval by IFAD), the Company will transfer and provide access to IFAD and/or
its designated successor to the IFAD travel data including Passenger Name
Records (PNRs) and profiles in the most appropriate format. The Company will
not impose on IFAD or the successor company, any special or additional fees or
costs involved in or related to the transfer of services, including, but not limited
to, equipment de-installation, severance for employees, leasehold obligations,
data transfer or handoff, management time cooperating with the new travel
company, or other time related to the orderly transfer of business to the new
GTM company.

IV. OPTIONAL SERVICES

The Bidder shall propose the optional services described in the following sections. IFAD
reserves the right to determine at its sole discretion and subject to availability of funds
if any or all of these services will become part of the final contractual agreement between
IFAD and the Company.

31. Optional Visa Services for Rome-based Travellers

i. The Company as an optional service may offer dedicated on-site visa centre
providing a comprehensive support to IFAD travellers with the below features:

20
 a) Ensure a seamless integration of visa arrangement services with other
travel related procedures (e.g. ticket booking procedures).
b) Provide an on-line visa application system accessible to IFAD travellers
and traveller arrangers.
c) Provide comprehensive information on visa related procedures, delays and
requirements for IFAD travellers.
d) Provide all appropriate IFAD 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 website).
e) Ensure a real-time application tracking capabilities for both, travellers and
the Travel and Visa Manager.
f) Staff the visa centre with sufficient number of visa agents and messengers.
visa agents should be able to write, speak, and read English, French and
Spanish fluently. Currently, visa services are managed by IFAD.
g) Identify visa requirements and inform travellers by e-mail 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 2:00 pm).
h) Provide all relevant information and visa application forms obtained from
embassies/consulates to IFAD travellers.
i) Ensure daily visa requests collection by messenger services from IFAD on-
site office.
j) Verify validity and completeness of all visa applications. An initial
verification of completeness should be made by the travel counsellors upon
receipt of the applications.
k) Prepare “notes verbale” for the signature of the authorized IFAD
signatory, to the attention of embassies and consulates in full compliance
with applicable IFAD instructions and procedures.
l) Ensure prompt delivery of the visa applications to the Embassy/Consulate
within one working day upon receipt for urgent cases and within 2 working
days for routine requests.
m) Ensure prompt collection from the Embassy/Consulate of the
travel documents. Unless otherwise agreed with IFAD, the travel documents
should be collected on the day the visa was delivered by the
Embassy/Consulate.
n) Liaise, whenever necessary, with IFAD staff responsible for processing and
handling travel documents and authorizations.
o) Track, follow up, and ensure final delivery of passports and visas to the
traveller’s location, or otherwise as agreed.
p) Store all travel documents in a safe with possible access available to the
authorized IFAD representative(s).

ii. In case the Company proposes 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.

iii. IFAD will have no direct contract with the sub-contractor and the Company will
have the responsibility of the visa service implementation in full compliance with
the specification above.

32. Optional Self-Booking Tool (SBT) and Travel Portal

i. In order to enhance travellers’ experience and independence in the booking

21
 process, bidders are invited to propose, implement, maintain and upgrade an
user-friendly Self Booking Tool (SBT) and specify the applicable additional cost,
(if any) in the commercial proposal. The SBT will be normally used for simple
round trip tickets while itineraries that are more complex will continue to be
handled by the Travel Management Company. However, would the technology
permit a cost effective use of more complex travel arrangements, IFAD may
consider expanding the SBT use. IFAD reserves the right to select a third party
SBT.

ii. The proposed SBT Solution shall at least have the following features:
a) Access through IFAD’s PeopleSoft Reservation System where available, or
through an online platform accessible also through smartphones.
b) Single ID access for each traveller/travel arranger to ensure security of the
transaction and for appropriate tracking capabilities.
c) Fully configurable in order to accommodate IFAD’s and other UN entities’
requirements, rules and travel policies.
d) Real-time access to all public fares, web and low-cost fares as well as
IFAD/Company corporate fares.
e) Authorization process: only fares and class of travel in line with IFAD travel
policy may be booked without further authorization.
f) Capabilities for implementing/linking with IFAD booking and authorization
processes for easy reconciliation of transactions against correct budget codes.
g) 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, applying same conditions as expressed in this Request for Proposal
h) Guaranteed continuity of services at contractually agreed terms in case of the
tool’s temporary unavailability.
i) Monthly reporting of SBT use.
j) Designate an implementation manager or an implementation team.
k) Support implementation and ensure customization of the standard tool
according to IFAD’s requirements and policy. Ensure proper maintenance of
the tool and provide training and documentation to IFAD staff.
l) Ensure that the travellers initially upload IFAD travellers’ profiles in the online
booking tool for further update. The Company should specify if it can assign
a dedicated resource within the implant or out-posted in the Company's
back office to be tasked with maintaining and updating the travellers'
profiles. If this service is available and has a cost, this should be indicated
in the Financial Offer under "Optional Services".

iii. The Company shall implement upon IFAD request a client (traveller) oriented
online Portal to serve as “entry point” for travel related queries/processes.

iv. Collaborate with IFAD to set-up system integration between IFAD and the
Company systems.

33. Optional Out-plant and Multi Service Centre (MSC) Booking, Ticketing and
Processing Solution

i. Bidders may propose an alternative “out-plant” (offsite) or centralized MSC

solution to IFAD to consider a more cost effective booking and ticketing process.

ii. IFAD may decide for the out-plant option for the processing of part or totality
of its travel arrangements (depending on the type, complexity or origin of the
travel etc.). A “hybrid” (implant/out-plant) approach could therefore be
considered by IFAD.

iii. IFAD may opt for the out-plant option at the beginning of the contract or at

22
 any time during the term of contract with appropriate notice.

iv. The Company should specify any additional costs attributable to the out-plant
arrangements. The proposed out-plant platform should offer the same services
(but not limited to) as the implant solution as detailed in this RFP.

v. The location and design of the out-plant solution is left to the discretion of
the Company provided that the proposed arrangement offer the same or similar
performance level as the implant solution described in the description of
services. It should in particular offer equal or similar quality, reliability,
professionalism and expertise of the implant. The Company is expected to
demonstrate its capacity to implement the proposed out-plant solution, the
adequacy of its management model, the effectiveness and user-friendliness 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.

vi. Any cost or process implications of accepting the out-plant option for
the processing of part or totality of travel must be clearly indicated in the financial
offer.

34. Optional Trip “pre-auditing” Service

i. Bidders are invited to provide, as an optional service, a trip “pre-auditing”

solution. The solution should allow the IFAD Travel and visa Manager to easily
“pre-audit” bookings and verify compliance with IFAD travel policies before
providing final travel authorization.

ii. The Bidder 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.

35. Optional Leisure Travel for Staff

i. The Bidder is invited to provide separately cost-effective leisure travel services

to IFAD travellers served through the Implant. Costs relating to the necessary
staff, tools and systems to handle leisure travel services should not, in any case,
be borne by IFAD and should be billed directly to the traveller.

ii. 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.

iii. The Company should quote the transaction fee for Leisure Travel for
Staff separately in the Financial Offer under "Optional Services".

36. Optional Traveller Tracking Solution

i. Bidders are invited to propose, as an optional service, an access for IFAD Travel
Manager and Security to a traveller tracking solution. The system should offer
comprehensive and real time traveller localisation capabilities and, if possible,
outreach communication facilities through SMS, mobile phone and/or e-mail.

ii. The Company will provide access to the traveller tracking solution, appropriate
software implementation, maintenance, personalized support, as well as the
necessary trainings.

APPENDICES

23
Appendix 1. Traffic Volume and Background Information

Appendix 2. Background on Travel Policies and Procedures at IFAD

Appendix 3. Travel and Management Reporting Data

Appendix 4. IFAD Country Offices (ICOs)

Appendix 5. Preferred Hotel Programme (PHP)

24
Appendix 1. Traffic Volume

This Annex describes current IFAD travel management programs including data on
travel spending and patterns. To be reviewed carefully by all Bidders.

Travel Spend Trend

Air Spend details and top 10 routes

25
 Fare Mix
1%
17%
22%

24%

58%

58%

19%

2018 2018
Europe Out of Europe

Low Cost Restricted Corporate Full

Preferred Airlines split tickets

26
27
 Appendix 2. Background on Travel Policies and Procedures at IFAD

i. A brief outline of IFAD's travel policy is summarized below. Companies are

however advised that the travel policy be subject to change.

ii. Travellers on official business are provided with tickets by the Company. IFAD staff
travellers are booked in economy class when flying time is 7 hours or less and
in business class if flying time is more than 7 hours. Non staff travellers are
booked in business class when flying time is 9 hours or more. Economy class
regardless of flying time applies to all travels for training and participation to
conferences. When airlines offer free hotel accommodations at in-route stopovers
(STPC accommodations) travellers should use them. The Company must inform
travellers whenever such accommodations are available.

iii. Travel by train on official business is in first class and is encouraged in support
of environmental sustainability.

iv. IFAD observes strict travel authorisation procedures and expects strict travel
policy compliance. The Company may not release tickets until receiving an
approved Travel Authorization (TA) for Implant, and before receiving confirmation
from the traveller for decentralized travel agencies. However, tickets may be
issued at time of confirmation of the reservation that is processed through the
IFAD integrated reservation system.

v. All transportation is arranged from the traveller’s duty station to the official
destination and return by the most direct, least costly route available.

vi. Travellers are in most cases not permitted to downgrade tickets to lower class of
service, or exchange them for lower fares and apply the difference to personal
travel.

vii. The Company shall book all travel using lowest available fares within entitlements
including IFAD negotiated rates on preferred carriers. Traveller preferences for
specific flights, routings, airlines, and the location of rest/personal stops may be
taken into consideration prior approval by IFAD. If such preferences are not
approved by IFAD, and if they result in higher costs, travellers are required to pay
for the extra-cost.

viii. Whenever restricted fares are available in the authorised class of service, and
provided they meet the requirements of the mission in terms of dates, length of
stay, and authorized stops, travellers are required to accept such fares.

ix. IFAD allows combination of personal travel with official trips, provided that
traveller pay the Company directly for the additional cost of personal
portions. The Company shall arrange all personal portions as requested by
travellers, and bill travellers directly for additional costs incurred. Such
transactions are to be arranged between the contractor and the travellers, and
must not interfere with efficient processing of official travel. Such transactions
shall not result in any liability or cost to IFAD.

x. Many IFAD travel itineraries have multiple segments often involving

destinations in several countries. Likewise, Itineraries are changed frequently
prior to departure.

xi. IFAD may “pre-audit” bookings to ensure that the fare proposed by the Company
will be based on the most direct and economical itinerary.

28
xii. IFAD often requests cost estimates for budgeting purposes. In most cases for
meetings, group travel or conferences or for payment of entitlement travels that
are paid on lump sum basis.

xiii. PeopleSoft reservations are used for IFAD's travel requests managed through the
implant (PeopleSoft Reservation integrated system). A limited number of
reservations are managed through e-mail in particular for non-staff or one time
traveller. Reservations for decentralized travel agencies are managed through other
systems.

xiv. The Company shall assign a primary VIP counsellor to s VIPs.

xv. As IFAD provides a Daily Subsistence Allowance (DSA), travellers usually book
hotels directly without the intervention of the Company except when travel is to a
PHP location (currently only travels to Rome). Car rental is very rarely requested
by travellers.

29
Appendix 3. Travel Management Reporting Data

This appendix provides the list of standard reports that Company should be able to
provide to IFAD (see paragraph 32).

Reports should be delivered by the 15th of the month. Reporting requirements may be
changed by IFAD and discussed with the Company.

List of Reports

- Quarterly management dashboard report including all essential reporting

information, such as air tickets volumes and amounts by country, average ticket
prices, type of air fare used, volumes/amounts for top routes and top air carriers,
market share of air carriers, transaction fees amount, savings and missed
savings (detailing IFAD corporate fares, creative ticketing, Company fares and
low-cost carriers).

- Top IFAD travellers and tickets including average advance booking time by
cost centre;

- Airline negotiations dashboard (including region, origin, destination, booking

classes and type of fare used);

- Overall air, rail, gross and net ticket volume and amount, refunds,
exchanges, tax amount;

- Transaction fees by Travel Management Company;

- All tickets including: booking classes by IFAD country office, cost centre, type
of traveller, business type, cost, advance booking time, travel time, one way,
return, routing type, travel type.

Other reports

- Security Alerts by email;

- Travellers locator (real time);

- Annual CO2 emissions based on ICAO calculator;

- Ad-hoc reports as requested by Audit or Management to be quoted

separately.

30
Appendix 4. IFAD Country Offices (ICOs)

Western and Central Africa

Location: Nigeria
Address: Garki-Abuja - c/o UN House Plot 617/618 - Diplomatic Zone Central
Business Area P.M.B. 2851

Location: Mali
Address: c/o Ministere de l'agriculture - Secretariat General 1098 - Bamako

Location: DR Congo
Address: c/o UNDP Immeuble Losonia - Boulevard du 30 June BP 7248. Kinshsa,
RDC

Location: Niger
Address: c/o Bureau de Liaison des Projets FIDA - Face Lycee Kaura - Niamey

Location: Guinea
Address: UNDP Maison Commune, Corniche Sud Coleah Lansebonyi BP 222 Conakry

Location: Ghana
Address: UN House # 7 Ring Road East. Near Fire Service Hq.- P. O. Box 1423,
Accra

Location: Cameroon
Address: Fonds International de Developpement Agricole (FIDA) - Quartier Golf,
Avenue Rosa Park, face Ambassade des Etats-Unis - Yaounde - Cameroon

Location: Ghana
Address: UN House # 7 Ring Road East. Near Fire Service Hq.- P. O. Box 1423,
Accra

Location: Congo Brazzaville

Address: c/o UNDP Avenue Foch/Behagle B.P. 465, Brazzaville, Congo

Location: Burkina Faso

Address: c/o PNUD , 01 BP 575, Ouagadougou 01

Location: Senegal
Address: Bureau IFAD, Siege du PNUD/3eme etage - Route Merdien President
Almadies/Dakar (face Hotel Lodge) - Senegal

Location: Benin
Description: Consultant, Acting Country Programme Officer
Extension: 00 IFAD E-mail: a.dossouhouessou@ifad.org

East and Southern Africa

Location: Tanzania

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Address: c/o FAO OFFICE, ALI HASSANI MWINYI ROAD, OPPOSITE DSTV OFFICES,
P.O.BOX 2, DAR ES SALAAM, TANZANIA

Location: Kenya
Address: International Fund for Agricultural Development c/o UNON, UN Avenue,
Gigiri P.O. Box 67578 00200 Nairobi, Kenya

Location: Ethiopia
Address: ILRI - PO Box 5689 - Addis Ababa - Ethiopia

Location: Rwanda
Address: Kigali - P.O. Box 1502 - Glory House, Boulevard de l†™Umuganda

Location: Mozambique
Address: Rua de Mucumbra 285, Maputo - P.O. Box 1928

Location: Zambia
Address: Lusaka - Plot No. 10/4971, Corner Tito and Beit Road Rhodes Park, Lusaka

Location: Angola
Address: Endereco: Caixa Postal 3788 Luanda, Angola Residencia: Rua Pedro Felix
Manchado, n.51 3 C. Luanda

Location: Madagascar
Address: Antananarivo - c/o Ministere de l'Agriculture de l'elevage et de la peche -
Batiment Annexe Porte 4

Location: Tanzania
Address: c/o FAO OFFICE, ALI HASSANI MWINYI ROAD, OPPOSITE DSTV
OFFICES, P.O.BOX 2, DAR ES SALAAM, TANZANIA

Location: Uganda
Address: C/o UNDP, 15A Clement Hill Road - Kampala - P.O. Box 7184

Location: Malawi
Address:

Location: Zambia
Address: Lusaka - Plot No. 10/4971, Corner Tito and Beit Road Rhodes Park, Lusaka

Location: Rwanda
Address: Kigali - P.O. Box 1502 - Glory House, Boulevard de l'Umuganda

Near East and North Africa

Location: Egypt
Address: 2 El Hegaz street, Heliopolis, Cairo, Egypt

Location: Sudan
Address: UNDP Compound, Garden City Khartoum - P.O.Box 913

Location: Yemen
Description: CPO

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Address: Economic Opportunities Programme Office. Hadda, Shalamesh st., near
the German Embassy, Sana†™a, Yemen. Telefax. 00967 1 415 399.

Location: Syria
Address: c/o UNDP Damascus Mezzeh, West Villas Gasawi Street No.8 Damascus,
Syria

Asia and Pacific

Location: Viet Nam

Address: Room 103, B3 Van Phuc Diplomatic Compound 298 Kim Ma, Ha Noi

Location: China
Address: UN Building, N0.2 Liangmahe Nanlu“Beijing - P. R. China

Location: Pakistan
Address: 39, Street 27, F 6/2 44000 Islamabad, Pakistan

Location: Laos
Address: P.O. box 345 Vientiane, Lao PDR

Location: Pacific Islands

Address:

Location: Sri Lanka

Address: 660/8, Peradeniya Road Mulgampola, Kandy, Sri Lanka

Location: Nepal
Address: c/o WFP - Patan DhokaRoad, Lalipur, Kathmandu – Nepal

Location: Bangladesh
Address: IDB Bhaban, Agargong, Dhaka

Location: Cambodia
Address: #200, Preah Norodom Blvd. 855 Phom Penh, Cambodia

Location: India
Address: 2, Poorvi Marg, Vasant Vihar - New Delhi 110057 India

Location: Philippines
Address: 30th Flr Tower 1, RCBC Plaza, Ayala Ave., Makati City, Philippines

Location: Indonesia
Address: Jalan SADAR IV/8 RT 05/02 Cinganjur - 12630 Jakarta †“ Indonesia

IFAD North American Liaison Office

Location: Washington, USA

Address: 1775 K Street, NW, Suite 410 Washington, DC 20006-1502 USA

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 Location: New York, USA
Address: 2 United Nations Plaza, Room 1128-29 New York New York 10017-44032
USA

Latin America and the Caribbean

Location: Guatemala (local ticketing implemented)

Address: 5 ave. 5-55zone 14 Edificio Euro Plaza -Nivel.10 Torre 4 PNUD Guatemala
City

Location: Brazil (local ticketing implemented)

Address: Escritorio Conjunto de las Naciones Unida a Praca Municipal Tome de
Souza †“ Edificio Elevador Lacerda †“ Salvador †“ Bahia, CEP 40.020.010

Location: Bolivia(local ticketing implemented)

Address: Calle 14, 8008 entre Sanchez Bustamante y Julio Patino, Calacoto

Location: Peru(local ticketing implemented)

Address: Complejo Javier Perez de Cuellar Puericultorio Perez Aranibar Av. del
Ejercito 750, Magdalena del Mar Lima 17, Peru

Location: Guatemala(local ticketing implemented)

Address: 5 ave. 5-55 zone 14 Edificio Euro Plaza - Nivel. 10 Torre 4. Of PNUD
Guatemala City

Location: Haiti
Address: Logbase Minuustah/ Clercine 18, Zone5 Burequ 61 A, Port Au Prince, Haiti

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Appendix 5. Preferred Hotel Programme (PHP)

The Preferred Hotel Programme (PHP) is to be considered as part of the Travel

Management contract between IFAD and the Company.

General Description

The Company shall administer and manage a Preferred Hotel Programme (PHP)
for IFAD, which shall apply to a list of selected locations determined by IFAD to
which staff and others travel on official duty for IFAD.

The purpose of the PHP is to ensure high level of safety and security to its travellers
as well as to generate savings.

The current PHP for IFAD is limited to bookings for travels to Rome. IFAD reserves
the right to increase the number of destinations to be covered by the PHP. In the
event that such a decision is taken, IFAD will provide the Company with the list of
destinations and potential number of room nights based on which the Company will
conduct Hotel Sourcing subject to the indications and criteria provided by IFAD.
Following the review and acceptance by IFAD of the Hotel Sourcing RFP results, the
Company shall update the IFAD online preferred hotel directory (PHP) to be used
as single source of information and booking by travellers of IFAD for the destinations
where the PHP is operational.

The provision of the PHP entails the following services:

a. Set up of the on-line hotel directory

b. Within the Company implant office, create a PHP dedicated Desk with
adequate number of travel counsellors sufficient to cope with the number
of hotel bookings and their administration, as IFAD requires.
c. Creation of a dedicated URL link posted on the IFAD’s Intranet.

d. Compilation and maintenance of the PHP database by uploading the

following:
- correct and validated data which include individual hotel room rates
- details on additional services included in the room rate
- hotel full address and map
- all other useful information

e. Annually launch and conclude the RFP to renew the agreements with all
hotels in the PHP and include new locations and hotels as it may be required
by IFAD.

f. Monitor PHP performance

- produce quarterly reports on use of PHP
- report on savings provided to IFAD by comparing hotel room rate and
the IFAD DSA average lodging component for each quarter
- report any critical issue on performance of each individual hotel or bad
performance on saving rating
- resolve issues that traveller(s) may report on the functionality of the PHP
or performance Hotels in the PHP

g. Booking of Hotel Rooms

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 - receive booking request made by IFAD travellers through the IFAD
integrated booking system
- check availability of preferred options in the PHP or provide alternative
booking to the traveller when hotels in the PHP are not available
- make booking(s) as appropriate
- Send to the traveller the hotel voucher covering the cost of the rooms
and services included in the room rate and cancellation policy. The
voucher excludes all other services, which the traveller will settle with a
direct payment to the hotel at time of check out.

h. Changes/Amendments to Original Booking:

- upon request from the traveller cancel or amend booking prior or after
departure as appropriate
- issue and deliver amended voucher as appropriate
- Upon request by the traveller, the Company must provide and
confirm bookings for personal overnights and obtain payment in
advance directly from the traveller, for all costs arising from the
additional booking(s) for personal reasons.

i. Cancellations
Upon request from the traveller, the Company will cancel hotel bookings
ensuring action within hotel cancellation hotel policy and informing the
traveller of any penalty for late cancellations. Any cost arising from late
cancellations will be billed by the Company to the traveller’s budget.

j. Payment of hotel rooms

- the Company will pay the cost of hotel rooms directly to the hotel by
means of a dedicated credit card or prepaid vouchers. The bill will be
checked for accuracy and signed by the traveller at time of check out.
- the Company shall report to IFAD any discrepancy or travellers’ n o n -
compliance with the PHP and shall not pay any additional expense
over the authorized overnights unless prior specific approval is
received from the traveller and budget holder.
- the Company shall be held responsible for paying expenses for which
prior approval was not granted.

k. Billing to IFAD
The Company shall bill IFAD each month for all vouchers used up to the date of
billing. The billing should be included in the general billing that the Company issues
for all other services included in the contract resulting from this RFP. The billing
shall include:
- cost of hotel room(s)
- transaction fee

l. Transaction fee
In full consideration of the services indicated in this Appendix IFAD shall pay the
Company on a fixed transaction fee basis agreed between IFAD and the Company.

The transaction fee is defined as the entire booking process from the initiation of
the reservation through the issuance of the voucher and includes all the necessary
ancillary services, such as voucher delivery and issuance of complete hotel
information and the other services common to all voucher issued.

No transaction fee is due for bookings that are cancelled within the cancellation
policy of the hotel. Transaction fee will be paid for cancellations made after the

36
Company has issued the voucher.

The transaction fee includes a pro-rata payment covering the RFP that the Company
shall undertake annually to renew agreements with hotels already in the PHP and
include other locations and hotels as IFAD may require. The Company will
calculate the amount of the accumulated pro-rata and inform IFAD wh eth e r
the amount fully covers the RFP cost for the next year or a replenishment is
required. Any balance due to offset the RFP cost will be covered by IFAD. On the
contrary, should the accumulated pro rata exceed the RFP cost, the parties will
agree whether the excess amount shall be credited back to IFAD or set aside for the
following RFP.

Should the PHP be discontinued at any time during the year, the Company will
refund IFAD for the accumulated pro-rata not utilised.

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