Terms of Reference 1. GENERAL INFORMATION

Transcription

1 Terms of eference Appointment of a Service Provider to render a travel management service to the South African National Biodiversity Institute for a period of thirty-six (36) months. 1. GENEAL INFOMATION 1.1 This bid specification outlines the requirements for the provision of travel management services to be rendered to the South African National Biodiversity Institute (SANBI). 1.2 The total estimated annual travel and associated accommodation and conference venue expenditure for the SANBI is about 20m (Twenty million and). 1.3 The air travel spend is for both domestic (predominantly between Johannesburg and Cape Town, or other provinces within the country) and international business trips. 1.4 This bid process will evaluate the core services offered by the travel Service Provider, and not the service/process offered by secondary suppliers such as airlines, car rental and accommodation suppliers. Therefore, it is not expected of the Service Providers to obtain proposals from secondary Service Providers. The negotiation and management of secondary supplier contracts will be discussed in more detail with the successful Service Provider. 1.5 The Travel Policy of the SANBI will be provided to all prospective Service Providers (See attached: Appendix A). The successful Service Provider will be expected to adhere to the local, regional and international travel policy stipulations. The successful Service Provider shall also be expected to abide by all the instructions to be given, in the interest of the SANBI. 1.6 The SANBI has corporate agreements with the South African Airways, Comair and Europcar and these will be provided to the successful Service Provider. 1.7 The SANBI reserves the right to make use of any other Service Provider should the selected contractor fail to provide the required services at any time during the

2 contract period. The SANBI also reserves the right to recommend the formation of a consortium in the case where a preferred Service Provider does not fully comply with the minimum requirements of the tender. 1.8 A three year contract will be entered into with the successful Service Provider and this will be reviewed annually based on performance. 1.9 The successful Service Provider would be expected to encourage their suppliers to comply with the Tourism BEE charter and to report on progress on a quarterly basis in this regard The SANBI reserves the right to conduct a site visit to the existing operations of the preferred Service Provider. The purpose will be to evaluate the ability to deliver the service and commitments made by the prospective Service Provider in the tender document The prospective Service Provider will be required to meet the critical criteria as detailed in Section of this document. If the proposal received from a prospective Service Provider does not meet these criteria, the proposal will not be considered for further evaluation. 2. EVALUATION CITEIA In accordance with the National Treasury Instruction te on the Amended Guidelines in espect of Bids that Include Functionality as a Criterion for Evaluation (issued 3 September 2010), this bid will be evaluated in two stages: 2.1 The first stage will evaluate functionality according to the criteria listed in the table below: FUNCTIONALITY CITEIA 1. Capabilities of the prospective Service Provider to deliver on the services required: Accounting procedures (Section 5) Efficiency of booking procedures (time frames) (Section ; 4.6; 4.7) Customer services including after-hours services (Section. 4.9; 4.11) Handling of changes and cancellations Section. 4.8 ange of services provided (Section 4.5) eports offered (Section 6; 7) 2. Team Capacity: The prospective Service Provider should demonstrate the capabilities of his/her team to carry out the work required in this tender. Each CV submitted should not be longer than three (3) pages in total and should be constructed as follows: Total 40 (5) (5) (5) (5) (10) (10) 20 Educational and professional qualifications in the travel industry, Name of previous employer and position in current enterprise, Outline of relevant projects undertaken in the travel industry, and 2

3 ole in the services to be provided in this tender. 3. Prospective Service Provider s experience: This refers to the experience of Service Providers to undertake the scope of work involved in this tender (Section 9). 30 Scope of work and scale of current and past projects undertaken Three (3) traceable references (15) (15) 4. Value added services (Approaches to cost savings to SANBI) (Section 4.10) Total 100 Bids that fail to score a minimum of 70 points out of a possible 100 points for functionality will not be eligible for further consideration. 2.2 The second stage will evaluate the price and preferential points of those bids that meet the minimum threshold for functionality. In accordance with the Preferential Procurement Policy Framework Act (. 5 of 2000), the 90/10 point system will be applied in evaluating proposals that qualify for further consideration, where price constitutes 90 points and B-BBEE Status Level Certificate scores constitutes 10 points. Sufficient information must be provided to allow the evaluation panel to score bids against all these criteria. 2.3 The SANBI reserves the right to contact the companies provided as references by Service Providers in terms of Section 9 of this document. eferences will be requested to provide feedback on the following aspects of the Service Provider s services delivered: Management capabilities Accuracy of administrative processes Efficiency of booking procedures Customer s services (i.e. quality of services) and after hours services Handling of changes and cancellations Cost efficiency of services Any other aspect of service delivery that the SANBI may deem important 2.4 Service Providers must attach to the proposals the following list of Annexures (See sections 3 8 for details of requirements): Annexure 1: International Association for Travel Agency (IATA) License Annexure 2: Branch list (office details) Annexure 3: After hours / 24 7 services Annexure 4: List of preferred suppliers Annexure 5: Delivery of documentation within specified time including after hours Annexure 6: Procedures relating to cancellation of transactions, unused tickets and no-shows Annexure 7: Assistance offered at the airport (when necessary) 3

4 Annexure 8: Cost savings and benchmarking Annexure 9: Complaint handling procedure Annexure 10: Quality control processes for bookings Annexure 11: Example of invoices generated Annexure 12: efund process Annexure 13: Security measures Annexure 14: Account management system Annexure 15: Examples of management reports Annexure 16: Action plan changes in supplier commissions Annexure 17: Service fees/pricing (Should only be included in the pack marked Original ) Annexure 18:Cancellation period for bookings (flights, accommodation and conference venue) Annexure 19: eferences 3. CITICAL CITEIA PLEASE ANSWE YES/NO TO THE QUESTIONS LISTED BELOW BY PLACING A X IN THE ELEVANT BOX. ONLY POVIDE ADDITIONAL INFOMATION WHEN SPECIFICALLY EQUESTED TO DO SO. ALL SUCH ADDITIONAL INFOMATION MUST BE ATTACHED AS ANNEXUES, NUMBEED AS INDICATED IN All critical criteria in 3.2 to 3.4 must be met. If Service Providers do not meet the criteria, their documents will not be considered for further evaluation. 3.2 The successful Service Provider must have an International Travel Agency (IATA) License and the capability to issue air tickets on their premises. A certified copy of the license must be attached as Annexure Do you have an IATA license? Is a certified copy attached? 3.3 Branch or office network Do you have an existing branch/office in Pretoria/Johannesburg? Do you have an existing branch/office in Cape Town? Attach a detailed branch/office list, including: Physical addresses, telephone and fax numbers as Annexure Twenty-four hour and seven days a week service. 4

5 3.4.1 Are you able to offer a 24-7/ 365 days per year type of service? Provide extensive details of exactly what you are able to offer on a 24-hour basis (i.e services). Attach as Annexure EQUIEMENTS FO SEVICE DELIVEY PLEASE ANSWE YES/NO TO THE QUESTIONS LISTED BELOW BY PLACING A X IN THE ELEVANT BOX. ONLY POVIDE ADDITIONAL INFOMATION WHEN SPECIFICALLY EQUESTED TO DO SO. ALL SUCH ADDITIONAL INFOMATION MUST BE ATTACHED AS ANNEXUES, NUMBEED AS INDICATED IN travel documentation may be released prior to receipt of correctly completed and authorized travel authorization forms. The SANBI will not be liable for any costs incurred by the Service Provider when correct authorization procedures are not adhered to Do you acknowledge that you will be liable for the payment of any unauthorized bookings? 4.2 All reservations should be completed and confirmed within the mutually agreed timeframes. On occasion reservations may need to be completed in less than an hour Do you agree to complete all bookings in the agreed time frame? 4.3 Confirmation of the reservation details by and SMS should be provided to the SANBI immediately after the reservation has been made Do you commit to provide immediate confirmation of all reservations by e- mail and SMS? 4.4 The SANBI is aware that most travel agencies have preferred suppliers List all preferred partners in Annexure 4. Indicate how your relationship with these suppliers will add value to the SANBI requirements. 4.5 The successful Service Provider must be able to arrange the following: Domestic, regional and international air tickets, including tickets on low cost carriers All types of graded accommodation and conference facilities 5

6 Car rental Shuttle services Provision of Foreign Exchange Advice on visa applications Please indicate if you can provide the following services: Book domestic, regional and international air tickets? Book low cost carriers? Are you able to make hotel reservations? Are you able to make reservations with small hotels and guest houses including those in remote areas? Are you able to make car rental reservations? Are you able to make conference venue bookings? Are you able to assist with the arrangements for transportation of employees vehicles and household goods? Are you able to make bookings on graded accommodation? Are you able to make international hotel reservations without additional costs? Are you able to arrange shuttle pickups to and from airports and Gautrain stations? Are you willing to accommodate travellers choices considering their comfort, disability, cost and time? Are you able to provide visa and travel planning assistance? 4.6 Three quotes must be provided for all national and international air tickets, accommodation and conference venue bookings where possible. In the case of domestic air tickets, the SANBI preferred carrier must be quoted, as well as two other cost effective alternatives where possible Do you agree to provide three quotes for all international and domestic air tickets? 6

7 4.6.2 Do you agree to provide three quotes for all international and domestic accommodation? Do you agree to provide three quotes for all national and international conference venue bookings? 4.7 Tickets and travel documentation have to be supplied by or SMS to employees of the SANBI nationally. Quotes should be able to be provided telephonically in the case of emergencies. Communication often has to be made within an hour of making the reservation Can you commit to communicate or confirm reservation per and SMS within an hour of making the reservation? Please provide additional information on your ability to deliver travel documentation to the SANBI staff. Attach as Annexure Due to the nature of the business operations in the SANBI, changes and cancellations often occur How do you handle changes made before tickets and accommodation bookings have been confirmed? How do you handle changes made after tickets and accommodation bookings have been confirmed? What procedures do you follow with unused and lost tickets? Do you have a procedure in place to handle no-shows for flights, car rental, accommodation, conference venue reservations and missed flights? Attach your response as Annexure The SANBI often needs assistance at the airport with, for example, the changing of air tickets, or availability of rental cars. Please indicate what assistance you are able to offer. Attach your response as Annexure Cost savings are important to the SANBI Can you assist the SANBI in its endeavour to achieve cost saving targets? Please explain your approach to cost savings and benchmarking with similar companies. How will you identify the cheapest (lowest) flight? Attach your response as Annexure 8. 7

8 4.11 The SANBI requires the successful Service Provider to handle all complaints immediately and in a professional manner Do you have a formal complaints handling procedure? Please provide details in relation to the above. Attach your response as Annexure How do you ensure quality control in the booking process? Explain both automated and manual processes. Attach as Annexure ACCOUNTING POCEDUES 5.1 Copies of order forms should be attached to all invoices sent to the SANBI (both to the Finance Division and the relevant requester) for payment processing. Order numbers should reflect on the Service Provider s invoice Can you commit to attaching a copy of the relevant order form to each invoice? 5.2 Copies of supplier invoices, including all supporting documentation (e.g. restaurant bills, parking receipts, etc.) should be attached to the invoices Can you ensure that all supplier invoices and documents will be attached? 5.3 All invoices should contain as much detail as possible. Please indicate whether your invoices will reflect the following detail: The name of the individual traveller The date on which the service was utilised Invoice number Cost centre information and the name of the person who made the reservation Total cost of the service provided VAT 8

9 5.3.7 Details of the service provided, for example: outing and ticket number, bed and breakfast, one-day car rental, etc The SANBI travel authorization form (DAS 1) Attach a copy of an example of your invoice as Annexure All air ticket transactions should be charged to the Service Provider s own account and be billed to the SANBI on agreed terms Do you commit to paying for air tickets at your own expense and invoicing the SANBI? 5.5 All accommodation and conference venue bookings should be charged on a cost recovery system or whatever is agreed upon (e.g. bill back system) Do you commit to processing accommodation and conference venue bookings on a cost recovery system/basis? If no, provide an explanation The reconciliation of the expenditure accounts is important to the SANBI. In order to avoid interest payments and fruitless expenditure, the support of the Service Provider is crucial Do you commit to reconcile your invoices to a weekly interim statement provided by the credit card company? Do you commit to deliver the weekly reconciliation, including all supporting invoices and credit notes to the SANBI? Are you prepared to assist with the resolution of queries resulting from transactions charged to the SANBI? Are you willing to submit copies of invoices to SANBI travel bookers? 9

10 5.6.5 Do you commit to submit all invoices within a month of the service being rendered? 5.7 Invoices received without the attached order form and supporting documentation will not be paid until such supporting documentation has been provided. The Service Provider will be held liable for any interest incurred due to incomplete, incorrect and late delivery of invoices Do you accept that you will be responsible for any interest incurred due to incomplete, incorrect and late delivery of invoices? 5.8 Provide details of your refund handling process. Attach as Annexure What security measures are in place to prevent financial / security risks, irregularities, corruption or fraud? Attach as Annexure ACCOUNT MANAGEMENT AND EPOTING 6.1 The SANBI will require the successful or preferred Service Provider to provide an Account Management Service and to submit reports for Domestic and International air travel, car hire, accommodation, shuttle services and conference venue bookings Will you be able to offer an Account Management Service and be able to provide the respective reports as required? Will there be a cost to produce the required management report? Provide details of what you are able to offer in terms of an Account Management System. Attach as Annexure MANAGEMENT EPOTING 7.1 The SANBI will require monthly reporting on its travel spend Can you deliver Management eports on a monthly basis Will the reports be available electronically? Will the reports include details per passenger information? 10

11 7.1.4 Will the reports include details on cost savings? Will the reports detail total monthly spend? Will the reports provide details on monthly spending per airline, hotel, conference venue and car rental supplier? Would you be able to report Year-todate information, in line with the SANBI financial year-end reporting requirements? Are you willing to cooperate with an investigation instituted by the SANBI in cases where irregularities, fraud or corruption are detected or alleged to have occurred? This will also include cases of abuse of state resources if reported in relation to the services rendered. 7.2 Provide examples of all available reports. Attach as Annexure PICING (ONLY TO BE INCLUDED IN THE PACK MAKED OIGINAL) 8.1 Please note that the SANBI wishes to enter into a Transaction Fee agreement with the preferred Service Provider. 8.2 Please specify amount to be charged per service to be rendered by completing Annexure Indicate what the implications will be for the SANBI if changes are made to the structure of commissions paid by suppliers to travel agencies. Attach as Annexure ates should be market related (inland and coastal). 9. EFEENCES Complete or attach as Annexure Please provide details of three (3) clients where services of a similar size are rendered and where the business was gained in the last twelve months by means of a tender process. Client 1 Client 2 Client 3 11

12 Client Name: Contact Person: Designation: Contact Number: Total Value of the account: 9.2 Please provide details of two (2) clients that you have lost in the last six months. Client 1 Client 2 Client Name: Contact Person: Designation: Contact Number: Total Value of the account: easons for losing the contracts 9.3 Please provide details of current and past projects undertaken (including a brief description of the scope of work and the total value of the account) 10. SEVICE FEES ANNEXUE 17 (NOTE: THIS SHOULD ONLY BE INCLUDED IN THE PACK MAKED OIGINAL). List service fees in South African and and include VAT (The table below must be completed as Annexure 17 and inserted only in the pack marked Original ). If fees are not fixed for the duration of the contract period, indicate when they will 12

13 increase and by what percentage. SEVICE POVIDED Cost per transacti on year 1 Cost per transacti on year 2 ESEVATIONS eservation of domestic air ticket eservation of regional ticket eservation of international ticket eservation of low cost carrier tickets- not in Central eservation System Domestics ticket reissue International ticket reissue Domestics refunds International refunds eservation of guest house/small hotel/bed & breakfast - done through Central eservation System for: 1 person Group of 3 people Cost per transacti on year 3 eservation of guest house/small hotel/bed & breakfast- not done through Central eservation System for: 1 Person Group of 3 people eservation of guest house/small hotel/bed & breakfast- international 1 Person Group of 3 people eservation of rental car eservation of rental car international eservation of shuttle service eservation of shuttle service international Conference venue bookings for : 50 people for 3 days on the day package 100 people for 3 days on the day package 13

14 500 people for 3 days on the day package DOCUMENT DELIVEY Delivery of travel documentation by and SMS during office hours Delivery of travel documentation by and SMS after hours Physical delivery of travel documentation to staff CANCELLATIONS Cancellation of air tickets Cancellation of car rental bookings Cancellation of hotel bookings Cancellation of shuttle service Cancellation of conference venue bookings Changes to booking before departure ACCOUNTS Processing of hotel bill-backs on credit card Processing of air ticket invoices on credit card Processing of car rental bill-backs on credit card Processing of conference bookings as bill-backs on a credit card econciliation of Expenditure accounts/ Statements Attaching of order forms to invoices VALUE ADDED SEVICES Ordering of Foreign Exchange VISA assistance Traveller s profile compilation Monthly eports Ad hoc eports Account Management After Hours Service surcharge (Bookings) After Hours emergency service (Amendments and special requests) Bill back fee Foreign exchange TOTAL (The evaluation for the price will be done based on the totals for the three years period vat inclusive) 11. Cancellations Provide details of the cancellation period for bookings on flight, accommodation and conference venues as Annexure

15 12. Compulsory briefing session. A compulsory briefing session will be held on: Date and time: 13 vember 2015 at 11h00 Venue: Biodiversity Centre Auditorium, Pretoria National Botanical Garden, 2 Cussonia Avenue, Brummeria, Pretoria. 13. Submissions Service Providers are to submit one (1) pack of original proposals, marked OIGINAL in one envelope and three (3) packs of copies, marked COPY in a second envelope. NB! Very important: Financial or pricing details (Annexure 17) should ONLY be included in the pack marked OIGINAL. Financial information included in the documents in the pack marked copies will lead to your bid being disqualified. NB! Failure to submit 1 pack of original and 3 packs of copies, WILL lead to your bid being disqualified. Tenders can be submitted in the Tender Box located in the Biodiversity Centre Building at the Pretoria National Botanical Garden, 2 Cussonia Avenue, Brummeria, Pretoria during office hours (08h00 16h00). Tenders may also be submitted by post, addressed to: The Deputy-Director: Supply Chain Management South African National Biodiversity Institute (SANBI) Private Bag X101 Silverton 0184 Tender Number: SANBI: F224/2015 te: ed and faxed submissions will not be accepted. Late submissions will be disqualified. All bid related queries shall be directed to Mr. Abram Mogashoa at (012) or A.Mogashoa@sanbi.org.zaAll technical information in the Terms of eference shall be directed to Mr. Abram Mogashoa at (012) or A.Mogashoa@sanbi.org.za 27. Closing Date Closing date for submitting the tender will be: 27 vember 2015 at 11h00. 15