|Deadline||Monday, 11 January 2021|
Travel Agent Service
Period January 2021 – January 2022
Issued Date : December 28, 2020
Travel Agent Service
Period January 2021 – January 2022
Issuing Office & Email/Physical Address for Submission of Proposals:
Indonesia Urban Water, Sanitation and Hygiene (IUWASH Plus) Jakarta , Mayapada Tower 1, 10th Floor, Jl. Jend. Sudirman Kav. 28, Jakarta 12920 ;
Email : IWPLProc_InboxJKT@dai.com
Deadline for Receipt of Proposals: January 11, 2021 at the latest 16. 00 p.m.
Soft copy to IWPLProc_InboxJKT@dai.com
Point of Contact for correspondences : Iuwash_Plus_Procurement@dai.com
Anticipated Award Type: PO / Contract
Basis for Award: An award will be made based on the Lowest Price, Technically Acceptable Source Selection process.
The award will be issued to the responsible Offeror submitting the lowest evaluated price that meets or exceeds the acceptability requirements for technical/non-cost factors described in this RFP.
The USAID Indonesia Urban Water, Sanitation and Hygiene, Penyehatan Lingkungan Untuk Semua (IUWASH PLUS) program is a five-year-and-eight-months initiative designed to assist the Government of Indonesia (GOI) in increasing access to water supply and sanitation services as well as improving key hygiene behaviors among urban poor and vulnerable populations. USAID IUWASH PLUS works with governmental agencies, the private sector, NGOs, communities and others to achieve the following “high level” results:
1. An increase of 1,100,000 people in urban areas with access to improved water supply service quality, of which at least 500,000 are from the poorest 40% of the population (also referred to as the “Bottom 40%” or “B40”), vulnerable groups or Indonesia’s eastern provinces; and
2. An increase of 500,000 people in urban areas with access to safely managed sanitation
To ensure that improvements in access to WASH services are sustained, USAID IUWASH PLUS is guided by a development hypothesis that focuses on strengthening service delivery systems, so they can more effectively reach the poorest and most vulnerable segments of the population. In order to achieve this at scale, the program undertakes activities through four interrelated components, including: 1) improving household WASH services; 2) strengthening city WASH institutional performance; 3) strengthening the WASH financing environment; and 4) advancing national WASH advocacy, coordination and communication. In support of these components, USAID IUWASH PLUS also implements a Local Sustainability and Innovation Component (LSIC) that is designed to stimulate WASH innovations that strengthen community, private sector and government WASH service provision.
IUWASH PLUS has its headquarters in Jakarta and several representative offices in regions such as in Medan, Surabaya, Surakarta, and Makassar. Within one year, IUWASH PLUS Jakarta staff will frequently travel from Jakarta to the regions where the project has established offices as well as other parts of the country. During this period, we envision working with up to one qualified travel agencies who would:
• Identify most reasonably priced travel options and work with IUWASH PLUS staff on booking tickets;
• Be able to identify discounted fares;
• Provide favourable terms of payment;
• Provide excellent customer service to book tickets and modify or refund tickets when necessary.
A. Reservation and Ticketing
(a) As a general policy, the selected service provider shall, at the request of DAI Indonesia contact person, provide for the most direct, convenient routing with the most economical fare, and immediately make bookings.
(b) If the required travel arrangements cannot be continued, the selected service provider shall notify the requesting party of any such problem and present alternative routings/itineraries for the traveler’s consideration.
(c) For waitlisted bookings, the selected service provider shall provide regular feedback on status of flight and continuously endeavor to secure reservation.
(d) Prior to issuing the tickets, the selected service provider shall promptly send the detailed electronic itineraries, showing the following:
• Ticketing deadlines, in-order to avoid cancellations of bookings.
• Accurate status of the airline on all segments of the journey.
• The fare type Economics
• For restricted air tickets, the selected service provider shall provide the fare restrictions (validity, booking charges, re-routability, re-fundability etc.).
(e) Tickets shall be issued immediately upon receipt of the DAI Travel Request.
(f) 24 hours booking assistance for all ticket (train, flight etc) and accommodation (hotel)
B. Train and Airline Routing/Itineraries
(a) Propose train ticket/fares/airline routings and guarantee that it shall obtain the lowest available airfare/ticket for the journey concerned. Such journeys shall be the most direct and economical routing.
(b) Ensure that tickets issued are in accordance with entitlements as per DAI’s Travel Policy, and as may be prescribed in the approved Travel Request.
(c) Advise DAI on market practices and trends that could result in further savings, including the use of corporate travel booking tools with automated travel policy compliance and enforcement, and travel management reporting.
(d) Guarantee that prices offered are the best and refund difference in price if proven otherwise.
(e) Provide 100 % of the discounts granted by all airlines to the selected service provider.
(f) Ensure that all airlines suggested are compliant with IATA safety standards.
C. Travel Information/Advisories
(a) Inform IPLUS upon booking confirmation, any flight/ticket restrictions, involuntary stopovers, hidden stops, and other possible inconveniences of the itinerary.
(b) Provide relevant online and offline information on official destination (e.g. airport transfers/land transportation facilities, local points of interest, currency, restrictions/regulations, health advisories, security advisories, weather conditions, etc.).
(c) Provide telephone, fax and e-mail services to facilitate communications in case of emergency.
(d) Notify travelers of airport closures, delayed, or cancelled flights, security procedures, health precautions, as well as any other changes that will affect or will require preparations from the travelers, with sufficient notice before departure time.
D. Flight Cancellations/Rebooking and Refunds
(a) Process duly authorized flight changes/cancellations when and as required, taking care that in such cases, cancellation fees and charges imposed by the airlines are avoided.
(b) Immediately process airline refunds for cancelled travel requirements/un-utilized pre-paid tickets and credit these to DAI as expeditiously as possible.
(c) Refund tickets within a maximum of one (1) months.
(d) Limit refund charges of airline rates (i.e, no additional charges will accrue to the selected service provider).
E. Management Reporting System
Develop a database and report on a regular basis to DAI, as requested.
F. Availability of Other Products and Services as may be requested
Where applicable and upon request of the traveler, provide other in-house services including, but not limited to:
(a) Preferred seating arrangements and Upgrades;
(b) Updated millage membership upon request;
(c) Emergency Services, e.g., sickness, injury, etc.;
(d) Travel Insurance;
(e) Ground Transportation/Car Rental and Coach;
(f) Excess Baggage/Lost Baggage;
(g) Privileged Check-In Services, Use of Airlines Lounges Facilities;
(h) Travel Assistance/Support to Conferences/Special Events (e.g. Renting venues and accommodation for workshops, logistical and professional services arrangements); and
The foregoing description of services herein required by DAI as well as the succeeding performance standards, were identified and herein spelled out specifically, based on many years of experience and lessons learned. Hence, DAI will be strictly enforcing them and ensuring the selected service provider’s compliance to them during the course of their contractual relationship with the DAI.
G. Hotel Reservations
Include 24 hours hotel reservation, booking, other arrangement and provide voucher as requested by DAI.
The expected outputs of this services are as follows (however, the selected service provider may be required to produce additional output(s) as deemed reasonably necessary by DAI.
a) Book travel according to DAI’s Travel Policy.
b) Provide quotes with travellers’ details for the most economical mode and route.
c) Provide regular reports on travel booked, its cost and environmental impact. These reports will be made available for travellers’ information as appropriate.
d) All reports must be in English, in accordance with DAI formatting requirements, and submitted in hard/soft copy along with complete sets of data and analysis notes.
I. Competence Requirements and Allocation
a) Devote at least one (1) full-time personnel providing dedicated services to the travel needs of DAI throughout the year. Regardless of any kind of leave of the selected service provider, the minimum attendance scheme should be maintained through back-up personnel properly informed about procedures and current projects. Higher work load should be covered through back-up personnel either in-house or from the tenderer’s headquarters via e-mail and telephone communication.
b) Have in its current office all the necessary equipment and facilities and shall employ a sufficient number of experienced and professionally trained travel experts and staff to handle the minimum requirements of DAI.
c) All such personnel shall be required not only to have outstanding technical qualifications, but also possess excellent client-service orientation skills.
d) Previous track record of handling services for diplomatic missions, embassies, or International organizations an asset.
Available in English (English)