Documentos de Académico
Documentos de Profesional
Documentos de Cultura
VOLUME 1 – TECHNICAL
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 61
eTravel Services
Volume 1 – Technical Approach
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Round 2, Volume 1, Page 62
eTravel Services
Volume 1 – Technical Approach
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Round 2, Volume 1, Page 63
eTravel Services
Volume 1 – Technical Approach
will implement a help desk, develop training, and act as a customer advocate when dealing with the other teams. Finally, the
Security Team will ensure that the documents produced are consistent with government security policy and will support the
implementation including facilitating the IATO and ATO.
IOC will include the implementation of the eTS data exchange and integration capability. An Interim Authority to Operate
will be established during IOC to permit web-based delivery of eTS services. An IOC Report will be delivered within 15
calendar days after completion of IOC. The report will describe results of the IOC implementation including functional,
technology, and organizational problems encountered; how the problems were resolved or whether resolution is still pending;
implementation lessons learned; any proposed changes in the delivery of services; and configuration documentation for the
ordering agency.
During IOC, Carlson will deliver training and customer support services as specified in the proposal. Traveler profiles will
be created for all users involved and appropriate user role accounts and permissions will be established. For the agency par-
ticipating the in the IOC, organization configuration including basic business rules and exception procedures, approval and
routing chains, agency-specific supplier designations, and agency-specific messages and warnings will be established. IOC
will also include the incorporation of existing TMC services for the agency
During this period, Carlson will additionally deliver the following as required in the SOO. Due dates for these deliverables
are identified in the Gantt chart.
1. Kickoff meeting within 10 calendar days after contract award
2. Monthly Status Report and eTS Metrics
3. Quarterly Program Reviews (QPRs)
4. Semi-annual Performance Incentive Reviews
5. eTS Implementation Report
6. Redacted eTS Proposal
7. Program Management Plan
8. Implementation Plan
9. eTS Operational Architecture
10. Configuration Management Plan
11. User Support and Training Plan
12. Data Management Plan
13. Data Exchange Specification
14. Continuity of Operations and Contingency Plan
15. Security Plan
16. XML Schema
Leading up to FOC, Carlson will work with the Government designee to successfully complete all IV&V testing. This in-
cludes all remediation and retest as required to meet the mandatory requirements in the eTS SOO and the Performance Based
Work Statement.
During this period, Carlson will seek and obtain customer feedback at regular intervals and input towards improving the end-
to-end process for service delivery. Examples of questions that will be used are listed later in this section. This feedback will
include, but is not limited to the eTS user interface, process flows, quality of overall user experience, time taken to complete
an online travel transaction, and effectiveness of the training program.
Carlson’s report on monthly metrics will include measures on customer support such as first call resolution rate, call wait
time, and average time between user contact with customer support agent and resolution of problem. Technology platform
measures will provide actual system availability and reliability metrics.
If awarded, Carlson will establish the data warehouse by gathering requirements and developing information models that best
represent the needs of the government for reporting and business intelligence.
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 64
eTravel Services
Volume 1 – Technical Approach
A.2.2 Assumptions
To understand the context in which this WBS was created the following assumptions are documented.
1. The Microsoft Project Gantt Chart is developed based on an assumed contract award date of July 15th 2003.
2. In order to process 800 voucher transactions during IOC and 2500 voucher transactions by 1 Dec 2003, Carlson
assumes that there will be a significant number of travelers who will use the eTS system. The government will
provide more than 400 initial travelers; at least 1000 travelers would be optimal. This increase will allow a
broader basis for assessment by the government and more transactions on the eTS system in a shorter period of
time.
3. The initial travelers will be heavy users of the system, familiar with the agency's travel policies and experienced
in using the current system. The initial travelers will process 800 transactions in just over one month even
though it is end of the fiscal year. The initial travelers will process 1700 transactions in the month of Novem-
ber. The eTS Program will receive government agency support at the highest levels. Without top level support,
this aggressive schedule can not succeed.
4. The Federal Agency will provide dedicated technical and functional experts for five days immediately follow-
ing the kickoff meeting to support information gathering and issue resolution.
5. The agency will facilitate our efforts to build traveler support through coordinated advertising of the positive
elements of our system.
6. The agency trainers will be available for our train-the-trainer classes approximately one month after the Kick-
off.
7. The DAA can support this aggressive schedule (one month for IATO, two months for ATO).
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 65
eTravel Services
Volume 1 – Technical Approach
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 66
eTravel Services
Volume 1 – Technical Approach
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 67
eTravel Services
Volume 1 – Technical Approach
In this appendix, Carlson describes its Performance Based Work Statement. The basis for the PBWS is the WBS that was
described in Appendix A.
TAVS
WBS # 2.0
TRAVEL
SYSTEM PLANNING & TRAVEL FINANCIAL
ADMIN AUTHORIZATION VOUCHER ACCOUNTING
Integrating
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Round 2, Volume 1, Page 68
eTravel Services
Volume 1 – Technical Approach
Our system administration process provides a comprehensive solution for backup and recovery of all travel transaction data.
Offsite storage, hot backups and point in time recovery are a standard part of our backup and recovery process.
Statistical analysis on travel data and system usage will be provided through specialized reports which are available to users
based on their user roles.
The Carlson eTS Solution updates per diem information by locality each night based upon information in the perdiem tables
released by the Perdiem Committee. The system also allows for the manual addition, modification, and deletion of perdiem
rates.
The Carlson eTS Solution has a system administration tool that allows for the addition/modification and deletion of air carri-
ers, destinations and airfares. Additionally, agency-designated travel coordinators or travel administrators
The Carlson eTS Solution online booking engine module provides accurate Government rates in a real-time environment for
FPLP or other Government preferred lodging suppliers. Lodging destinations and suppliers associated with the government
lodging programs can be updated in the Carlson eTS Solution real time through system administration.
The Carlson eTS Solution on-line booking engine flags the MTMC negotiated contract numbers and vendors. Government
preferred car rentals are displayed at or below the Government-ceiling rate. System administration features provide the abil-
ity to add/modify/delete rental car suppliers, types and rates.
The Carlson eTS Solution allows the capability to update and archive mileage rates for Private Owned Vehicles, Private
Owned Planes, and Private Owned Motorcycles based upon regulatory changes via system administration access.
The ability to add/modify/delete agency and subordinate organization information is embodied within the system administra-
tion application. Information that can be added/modified or deleted includes standard funding citations, delegation of
approving officials, travel policy and others/
The Carlson eTS Solution is a fully web-based application, which provides the user ability to access all eTS functionality
from any web enabled location.
The ability to create reservation records for rail, ship and/or bus carriers is available on some suppliers from within the online
booking engine. Through system administration, these suppliers can be added, modified and deleted.
B.2.2. User Roles, Permissions, Access (RFP Reference 6.3.1.1)
The Carlson eTS Solution fully implements all identified user roles, use cases, and account access in a highly secure and
highly customizable application architecture. Using the Notional eTravel Service Use Cases identified in the solicitation,
Carlson eGov Solutions Team performed an analysis of the eTS User Roles and Actors. Section 1.2.5 of the technical pro-
posal provides a detailed discussion if users roles, permissions and use case documentation.
B.2.3 Traveler Profiles (RFP Reference C.6.3.3)
Profile management is one of the critical data integration points of the system. Profiles within the eTS are managed both
through batch uploads or online through the eTS application.
The Carlson eTS Solution allows for the capture, retention, deletion and update of traveler profile data. Profile data may be
updated by the traveler as well as designated travel arrangers.
The Carlson eTS Solution supports batch eTS database loads of traveler profiles from agency business systems and other
data sources. Using the solution’s EAI environment, Carlson eTS Solution integrates with external data sources and imports
data directly by using Carlson eTS Solution provided formats or indirectly by using Carlson eTS Solution data transforma-
tion services.
The Carlson eTS Solution allows for the entry of traveler profile data online by all users via compatible web browsers.
The Carlson eTS Solution will provide and pass all pertinent traveler profile data to the appropriate TMC(s) for the purposes
of ticketing and fulfillment. The Carlson eTS Solution will keep the eTS traveler profile synchronized with the GDS traveler
profile in order to allow the TMC to have access to the most up to date and accurate information. In addition, the Carlson
eTS Solution will provide adequate safeguarding of user data in compliance with Privacy Act and other provisions protecting
sensitive data.
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 69
eTravel Services
Volume 1 – Technical Approach
The Carlson eTS Solution provides the capability to capture all data elements identified in the SOO. This is accomplished
during initial implementation by downloading traveler profile data from agency business systems and can be updated thereaf-
ter by the traveler or system administrators
Traveler profile data is used to pre-populate applicable data to the maximum extent possible within travel actions of all types
(e.g., travel authorizations, reservation records, etc.); and provide for entry and retention of the traveler’s default transporta-
tion and accommodation requirements and preferences (e.g., rental car class, seating preferences, ticketing preferences, etc.)
and travel program affiliations.
B.2.4. Workflow, Routings, Notifications, System Messages (RFP Reference C.6.3.15)
B.2.4.1 ROUTINGS
¾ The Carlson eTS Solution maintains the order of precedence during the travel process, assuring an authorization exists
supporting each reimbursement voucher.
¾ The Carlson eTS Solution provides electronic routing and workflow supporting the travel process from initiation of au-
thorization, online booking, submission for approval(s), voucher preparation, and online pre-payment audit capabilities.
¾ The Carlson eTS Solution supports the need for verbal authorizations and the ability to issue an authorization after travel
commences supported by TMC initiated reservations.
B.2.4.2 WORKFLOW
¾ The eTS workflow is customizable based upon Agency/Organization requirements. During the implementation process
the eTS customer identifies number and levels of approval required for both travel authorizations and travel vouchers.
The eTS enforces user compliance with Agency/Organization defined workflow.
B.2.4.3 NOTIFICATIONS
¾ Notifications provide URL for immediate access to application submitted compliant with various e-mail systems.
¾ Notifications of status, pending actions, revisions, rejections, etc., are provided to Carlson eTS Solution users along with
text explanations and configurable codes.
¾ The Carlson eTS Solution provides notifications to multiple user roles dependent on action required including, pending
approvals for authorizations and vouchers, approval actions completed for authorizations and vouchers, confirmations of
reservations, confirmation of ticketing, and disbursement payments processed for traveler and charge card vendor.
B.2.4.4 SYSTEM MESSAGES
¾ The Carlson eTS Solution provides system generated messages to all users of the application identifying changes to the
application plus any changes to the regulations governing the application.
¾ The Carlson eTS Solution enforces policies and ensures compliance with Government travel regulations, flagging excep-
tion data and displaying it to the travel approvers during the approval process.
¾ The Carlson eTS Solution generates reminders to travelers and travel approvers of action required/pending.
¾ During the initiation of travel authorizations and travel vouchers, Carlson eTS Solution provides dialog boxes/messages
guiding the user through proper steps.
¾ The Carlson eTS Solution validates choices made by the traveler during the authorization process in relation to regula-
tory/policy guidance, prompting traveler for justifications, i.e., use of non-contract carrier, use of non-standard car types,
selection of lodging outside perdiem, etc. and displays the justifications to the travel approvers during the authorization
approval process.
B.2.5 Travel Planning and Authorization (RFP Reference C.6.3.4)
B.2.5.1 TRAVEL TYPES (RFP REFERENCE 6.3.2; C.6.3.12; C.6.3.13)
Types of travel are discussed in detail in Section 1.2.1 of the technical proposal.
Integrating
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Round 2, Volume 1, Page 70
eTravel Services
Volume 1 – Technical Approach
¾ Allows the traveler to create authorizations and detailed travel itineraries. Additionally the Carlson eTS Solution will
provide estimated costs where applicable. The detailed itineraries and related cost estimates may be retained separately
or included in the travel authorization.
¾ Supports all applicable travel types including trip-by-trip, limited open, unlimited open, local TDY, Non-Federal Spon-
sored and Invitational travel defined by FTR and JFMIP policies.
¾ Requires the traveler to select Travel Purpose Identifier codes in accordance with applicable regulations for reporting
purposes.
¾ Supports both specific authorization and prior approved travel in compliance with FTR 301-2.
¾ Provides a sophisticated and flexible workflow engine that enables custom approval routing, approval levels, and order
of precedence. Custom routing and multiple approval levels are configured without programming based on agency or
multiple agency requirements. Has an integrated workflow engine that allows and controls the capability to correct,
amend and cancel authorizations based upon user roles. Corrections, amendments and cancellations require both text
and code explanation fields and will be routed for appropriate review and approval, consistent with the agency’s poli-
cies. The system will generate email notifications to both traveler and approvers where appropriate. The workflow
mechanism maintains the agency defined order of precedence ensuring that all vouchers have been approved and that
proper funds exist prior to travel booking
¾ Identifies and verifies whether a traveler holds a Government travel charge card through the use of the Traveler Profile
component of the system. Federal agencies can provide us a data file of government travel charge card information in a
variety of formats. This data is then loaded into the user’s Traveler Profile.
¾ Has a built in checkbook to track and report funds availability. Carlson eTS Solution transfers accounting data to and
from agency business systems in near real-time. Funds validation is accomplished by providing data based upon output
file from the Agency business system. Allows the user to identify applicable authorization funding to include multiple
fund cites and split year funding. Upon displaying funds availability, the travel approver may be provided an option to
override insufficient funds if the customer setup allows this option.
¾ Financial management components enable flexible financing methods including multiple sources of funding and split
fiscal year financing. The availability and configuration of these capabilities will be determined during implementation
with contracting Agencies.
¾ Provides a sophisticated expense estimation tool based on Government negotiated rates and published Per Diem rates.
The calculation is integrated into the system workflow and presented to Travel Approvers for aid in decision making and
travel approval.
¾ Offers a message and approval (including digital signature capability) mechanism, by which Government, Agency, and
custom defined Acceptance statements are presented and recorded within the system. This capability is integrated
within the system workflow. Messaging feature displays required statements to include Privacy Act, receipt retention,
and justifications for non-standard selections, i.e., non-standard car types, non-use of city-pairs, hotel outside per diem,
etc.
¾ Is TMC neutral and implements standard data interfaces with contracted TMCs. By using the Carlson eTS Solutions
data exchange environment, all required travel data can be exchanged with the TMC of choice.
¾ Communicates with the TMC supporting data exchange identifying traveler requirements, and provides notification
upon approval in order to proceed with ticketing.
B.2.5.3 TRAVEL ADVANCE (RFP REFERENCE C.6.3.8)
The Carlson eTS Solution travel advance and expense module tracks the issuance processing approval, payment and liquida-
tion of Government funds using agency debt management procedures. The module provides reporting of outstanding
advances, by traveler, date of issue, and amount.
¾ Allows an agency to set, change and apply limitations on travel advances based upon travel regulations and agency poli-
cies.
¾ Advance payment limitations are applied based upon the traveler’s possession of a Government issued travel charge
card. Expense items, such as mode of travel, subsistence rate and miscellaneous expenses are utilized to calculate ad-
vance allowances.
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 71
eTravel Services
Volume 1 – Technical Approach
¾ A direct relation between an advance payment and a travel authorization record exists in the Carlson eTS Solution.
During the post travel final voucher- processing step, the prior payment field is pre-populated in a non-editable field re-
flects the total of advance payments processed.
¾ Support integrated issuance and control of travel advances with the travel voucher payment process to ensure that the
advance is liquidated or collected prior to the issuance of a payment to the traveler. If a traveler is in a continuous travel
status supported by a limited open or unlimited open authorization, the Carlson eTS Solution allows the traveler to re-
quest a retained advance, and submit for approval. During the voucher processing steps, the Carlson eTS Solution will
not liquidate the outstanding advance until the final voucher is submitted.
¾ Automatically tracks outstanding travel advances based upon the projected travel return date. If the travel voucher has
not been submitted timely, the Carlson eTS Solution forwards an email notification to the traveler identifying action re-
quired. If the traveler does not respond to the notification, an additional email notification is forwarded to the travel
approver reflecting action required and forthcoming.
¾ Supports the reporting of delinquent travel advance as taxable income to the traveler IAW the JFMIP. Appropriate data
elements will be provided in the standard data output.
¾ The traveler has the ability to prepare and request an emergency travel advance. The travel authorization module will
automatically forward the request for appropriate approval.
¾ Passes the pertinent travel advance information to the financial systems on an agency agreed schedule using the data
exchange and application integration capabilities. (i.e., near real-time or nightly batched processes)
¾ Provides automatic debt management notifications to the traveler and approver and provides the ability to notify payroll
of collection actions required. If delinquent advances exist at the end of the calendar year, Carlson eTS Solution sup-
ports reporting unliquidated amount as taxable income.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 72
eTravel Services
Volume 1 – Technical Approach
¾ The Carlson eTS Solution computes the M&IE allowance rates based on travel completed and meals provided in accor-
dance with FTR 301-11. The M&IE are based on the rates listed below for the first and last days of travel and any full
days in between.
♦ The Carlson eTS Solution: calculates 75% of M&IE rate for travel of more than 12 hours but less than 24 hours
(unless lodging is required).; calculates proper allowances for travel greater than 24 hours in accordance with the
FTR; calculates 75% of the applicable M&IE rate on the day of departure IAW the FTR; calculates 75% of the ap-
plicable M&IE rate on the last day of travel, in accordance with the FTR; calculates 100% of the M&IE for full
days of travel
¾ The Carlson eTS Solution allows the user to select a trip ID number and generate amended and reclaim vouchers and
submit to appropriate approval official. Once the amended or reclaim voucher is approved, the approval generates a re-
cord in the standard output file for either an obligation or de-obligation to update the financial records.
Special/conditional routing is available for certain types of travel or certain conditions, such as international travel or
travel claims over a certain dollar amount.
¾ The Carlson eTS Solution meets this requirement and allows multiple vouchers to be submitted against a limited open or
unlimited open authorization. The final voucher associated with an open authorization is annotated accordingly. For
TDY greater than 45 days the solution allows the processing of partial payments in accordance with travel regulations
¾ The Carlson eTS Solution displays defined messages to the user as stated. The Carlson eTS Solution displays the follow-
ing message regarding required receipts: “The Government requires retention of ALL receipts for Lodging and ALL
expenses over $75.00. Travelers are advised to keep all receipts for Tax/Other purposes - until the claim is paid”. The
Carlson eTS Solution messaging displays required statements to include Privacy Act, receipt retention, and required jus-
tifications supporting non-standard selections, i.e., non-standard car types, non-use of city pairs, hotel outside per diem,
etc.
¾ The Carlson eTS Solution prompts the user with a question, during the voucher submittal process, to indicate any un-
used, partially used or exchanged tickets or refunds. The Solution also provides directions to the user for the surrender
of said documents.
¾ The Carlson eTS Solution automatically generates notices to the user when vouchers have not been filed 5 business days
after the projected return date. An additional message is generated to both the traveler and the approving official if the
voucher has not been filed after an additional 10 business days. System generated notices are easily configurable based
upon suspense dates, client requirements, policies and procedures.
¾ The Carlson eTS Solution allows processing of split disbursements and supports the debt management process generat-
ing notifications of indebtedness, suspensing for future actions and coordination of collection via multiple means
including payroll deduction, salary offset, and retirement credit. The data exchange and application integration capabili-
ties, including the standard data output, support all of these requirements.
¾ The Carlson eTS Solution maintains the order of precedence matching travel authorizations and travel vouchers. Based
on the paying activities specific audit parameters, such as random sampling of, total trip cost ceiling, actual expense.
¾ The Carlson eTS Solution allows agencies to set multiple sampling parameters for their travel vouchers for audit and any
informational requirements that they may designate. The system’s flexibility allows for multiple parameters and other
user definable content and may include random sampling, cost thresholds, travel type, traveler identity, etc.
B.2.6.1 LOCAL TRAVEL VOUCHERS (RFP REFERENCE C.6.3.10)
The Carlson eTS Solution:
¾ Provides the capability to prepare and submit local travel vouchers including expenses for mileage, fares, tolls, tips, reg-
istration/conference fees, phone/fax and other. Upon completion of the local travel voucher, the document is routed for
approval and payment based upon agency/organization requirements.
¾ Provides for local mileage reimbursement, automatically computed based upon the user inputting dates of travel and
number of miles. Carlson eTS Solution calculates allowances using applicable mileage rates.
¾ Supports funds validation, commitments/obligation, and payment of local travel claims in accordance with established
EDI procedures. Each agency may provide us with a nightly download of funds availability and can provide a/the stan-
dard data output file on a near real time or nightly batch schedule.
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 73
eTravel Services
Volume 1 – Technical Approach
¾ Provides for electronic notification to travelers of payments made by disbursing offices or for disallowance of a claim
for an expense and allow/permit flexibility in defining agency message content.
B.2.6.2 TRAVEL RECEIPTS (RFP REFERENCE C.6.3.11)
The Carlson eTS Solution provides the user with the ability to print out a cover sheet to attach to hard copy travel receipts.
This cover sheet contains information such as unique Carlson eTS Solution trip number, travel authorization data, etc. to en-
able the user to associate the receipts with the specific trip. By attaching this cover sheet to the hard copy travel receipts
prior to forwarding them on to the appropriate person, the receiving individual is able to quickly identify which trip within
Carlson eTS Solution is associated with the receipts.
An optional service offered by the Carlson eTS Solution is our hosted, integrated digital receipt-imaging module. These op-
tional services are priced under CLINs 0008AB, 0025AB, 0045AB and 0065AB. The Carlson eTS Solution has established a
relationship with ImageTag and leverages their KwikTag solution. KwikTag is on GSA schedule 70 listed under SIN 132-
33. KwikTag provides imaging solutions for the Office of the National Drug Control Policy, Air Force, Navy, and the Navy
& Marine Corps Intranet (NMCI). Our integrated receipt-imaging component allows users to submit electronic images of
receipts that comply with applicable Internal Revenue Service electronic receipt requirements.
The Carlson eTS Solution’s electronic receipt imaging module allows Agencies to leverage existing office resources such as
browsers, fax machines and scanners to move paper travel receipts into a digital image. Users print out a “cover page” for
each travel voucher requiring receipts. The Carlson eTS Solution includes a bar code on each cover page that allows the
system to index the receipts and associate it with the appropriate Carlson eTS Solution voucher. Users can scan their cover
page and receipts for e-mailing to the system or fax them straight from the office fax machine. KwikTag receives the image
via fax or e-mail, converts it to a TIF or PDF file, indexes to the appropriate Carlson eTS Solution voucher and stores it for
future retrieval within Carlson eTS Solution. The process of receiving, converting and indexing the image is accomplished
within minutes of receiving the fax or e-mail. KwikTag sends notification to Carlson eTS Solution to advise that receipts
have been received. By invoking a “view receipts” button within Carlson eTS Solution, users know whether the receipts
have been received or not. All users who have access to the trip authorization will be able to view the receipts. KwikTag
functionality includes automatic image clean up, versioning and a self-test facility.
The Carlson eTS Solution supports Agency-specific policy regarding receipt retention and is able to provide guidance about
that policy to the traveler when preparing a voucher, whether the Agency is using hard copy travel receipt or our optional
electronic receipt module. Agencies are responsible for providing Carlson eTS Solution with appropriate policy verbiage
and keeping it updated. Digital archiving of receipt imaging is available, consistent with Agency specific policies.
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 74
eTravel Services
Volume 1 – Technical Approach
¾ Upon completion of a travel voucher, and customer defined travel voucher approval(s), the Carlson eTS Solution may or
may not route the voucher to a Financial Agency/Organization Auditor (FAA) or review and/or approval based upon the
pre-defined audit parameters.
¾ In order to expedite the audit process, eTS identifies and displays the reason selected for audit to the FAA. After review
the FAA has the option to revise a travel voucher back to the federal traveler providing specific reason for return or ap-
prove for reimbursement.
¾ In addition to the pre-payment process, Carlson eTS Solution provides the capability to generate a report based upon
Agency defined criteria/parameters for post-payment audits. In the event of an investigation related to a specific trav-
eler, organization, etc., eTS provides the capability for online post-payment audits, viewing the original authorization,
the travel voucher and supporting receipts.
¾ The Carlson eTS Solution supports split disbursements allowing the traveler to designate applicable expenses to be paid
directly to individually billed accounts or are reimbursed to the traveler.
¾ The Carlson eTS Solution tracks authorized travel advances, assures collection during the final voucher processing, and
in the event of an overpayment issues letters of indebtedness to the traveler while issuing a suspension for further ac-
tions.
¾ The Carlson eTS Solution supports the ability to identify reimbursements as taxable income, furnishing information to
the agency payroll system for inclusion on the employee’s W-2, Wage and Tax Statement
¾ Upon completion of a travel voucher and travel voucher approvals, the Carlson eTS Solution produces a standard output
file to update the Agency/Organization financial system with obligation/commitment/disbursement data.
RESERVATIONS
FULFILLMENT
WBS #3.0
Integrating
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 75
eTravel Services
Volume 1 – Technical Approach
Both booking engines allow travelers to obtain estimates of travel costs prior to making an actual reservation.
The Carlson eTS Solution’s online booking engines provide published and Government negotiated airfares, lodging rates and
car rental rates. Preferred and mandatory travel suppliers are clearly identified through the use of both color and icons.
Government contracted and preferred suppliers are displayed first in descending rate order and non-compliant choices can be
filtered out based on Agency level travel policies. Out of policy reservations require the user to choose the applicable rate
exception code and provide a justification for booking outside of policy. Text boxes are available for users to write explana-
tions. The Carlson eTS Solution will incorporate and use those reason/exception codes listed in Attachment 7 for reporting
on non-compliance with Federal requirements to use negotiated airfares. Proposed rate/exception codes for cars and hotels
are included in sections below.
The Carlson eTS Solution’s online booking engine includes all global commercial airport destinations and available airfares
for both domestic and international travel is displayed. Alternate airports for selected destinations are configurable. If agen-
cies require that users compare the airfare to all airports in a multiple airport location, the online booking engines(s) can be
easily configured to automatically perform such comparisons. All Government rates, including Government contract city-
pair fares, non-contract Government fares and other published discount fares are displayed in a real-time environment. There
is no limit to the number of Government city-pair fares contained within the booking engine. All pertinent flight information
is displayed, including schedules, destination information, fares, flight on-time performance (if published by the airline) and
seat availability. Airline fare rules for available fares are available. All airlines available in the GDS are displayed in a real-
time 24/7/365 environment. Pre-reserved seating functionality is available for all airlines that allow the selection of pre-
reserved seats. By using frequent flyer numbers stored in the passenger profile, preferred seating can be obtained where
available. Out of policy reservations require the user to choose the applicable rate exception code and provide a justification
for booking outside of policy. Text boxes are available for users to write explanations. The Carlson eTS Solution will incor-
porate and use those reason/exception codes listed in Attachment 7 of the RFP for reporting on non-compliance with Federal
requirements to use negotiated airfares.
Our online booking engines provide appropriate and accurate Government rates in a real-time environment for FPLP or other
Government preferred lodging suppliers. FEMA properties are designated and displayed prior to non-FEMA approved
properties. At each Agency’s option, non-FEMA approved properties can be filtered out. Lodging accommodations are re-
served in a real-time 24/7/365 environment. Justification is required (with both exception code and text capabilities in
accordance with Pub L. 5 USC 5707a and resulting FTR requirements for failure to use FEMA approved properties. Addi-
tionally, reference points can be loaded into the online booking engines to make it easier for users to locate a hotel property
near their destination. Federal Agencies have the ability to provide addresses of their locations or other frequent travel desti-
nations to load in as reference points, making it easier for their travelers to locate nearby hotels. The reason/exception codes
used for non-compliance with hotel policy are configurable at the agency level. The Carlson eTS Solution proposes use of
the following exception codes for non-compliance with regulation or policy:
¾ H0 – No FEMA Approved property available
¾ H1 – No FEMA Approved property available within perdiem
¾ H2 – Used non-FEMA Approved property for personal preference
The Carlson eTS Solution’s booking engine provides appropriate and accurate rates for both domestic and international car
rentals in a real-time environment. All MTMC or other Government preferred cal rental Agencies are displayed at or below
the applicable Government-ceiling rate. Negotiated rates and preferred suppliers can be highlighted in the display of avail-
able options. Rental car accommodations are reserved in a real-time 24/7/365 environment. Failure to use Government-
negotiated rates requires the use of appropriate justification with both exception code and text capabilities. Rates or dis-
counts negotiated by individual Agencies can be loaded into the system for booking. Policy settings allow each Agency to
designate the maximum car size travelers are allowed to book without the use of additional justification. The rea-
son/exception codes used for non-compliance with car policy are configurable at the agency level. The Carlson eTS Solution
proposes use of the following exception codes for non-compliance with regulation or policy:
¾ R0 – No MTMC negotiated car rentals available
¾ R1 – No MTMC rate available for requested car size
¾ R2 – Booked larger car due to multiple passengers
¾ R2 – Booked larger car due to excess luggage
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 76
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Users of the online booking engines can book one-way, round-trip and multiple destination itineraries. The online booking
engine controls the reservation process to ensure date and time sequencing, validity of connections and logical itinerary se-
lections. All travel segments for an itinerary are consolidated within a single record in Carlson eTS Solution. If allowed by
the airline carriers and travel suppliers, a single PNR will be created in the GDS. For those itineraries that require more than
one PNR (due to carrier requirements), the PNRs will be cross-referenced using the Carlson eTS Solution trip ID, to enable
the TMC to identify the appropriate eTS Trip Authorization. The Carlson eTS Solution creates all necessary fields in the
PNR in formats required by applicable TMC reporting systems.
The Carlson eTS Solution’s online booking engines allow users to modify and/or cancel reservations prior to ticket issuance.
Government will not incur a transaction fee for transactions canceled prior to ticket issuance. Users may re-price an itinerary
after initial creation and when modifications are made. The Carlson eTS Solution routes the re-priced itinerary for notifica-
tions or resubmits the revised authorization for re-approval.
The Carlson eTS Solution’s online booking engines compare carrier fares for airline reservations to allow the user to select
the lowest rate within Agency policy. Itineraries that have lower airfares available are presented to the user in ascending rate
order and Government contract-fare itineraries are highlighted. Alternate airport can be included within the display and pol-
icy can be set to require the user to provide justification for not selecting the lowest cost itinerary. Both rental car and
lodging rates are displayed to the user in ascending rate order, allowing the user to quickly select the lowest cost option
within Agency policy.
The Carlson eTS Solution’s online booking engines allow the retrieval and viewing PNRs created by the TMC. We offer
optional file finishing services to the TMCs. Additionally, if Agency policy allows, Carlson eTS Solution allows for online
cancellation or modification of an itinerary after ticket issuance.
The Carlson eTS Solution’s online booking engine encodes and decodes airline and city/airport codes for the traveler. Both
booking engines allow the user to input the destination in plain English that is then converted to an airport code. If multiple
cities exist with the same name, the user is presented with a list of options.
Graphical seat maps and the ability to pre-reserve seats is included for all carriers that allow this capability. By using infor-
mation such as frequent flyer numbers, stored in passenger profiles, the online booking engine will allow users to select
premier seating arrangements where available. The Carlson eTS Solution’s online booking engines provide users the ability
to make online international air travel reservations that comply with all applicable regulations. If an itinerary is booked out-
side of policy, (i.e., non-US flag carrier), a justification code and text explanation is required. Users are given the capability
to easily create, store and share standard trip templates. The Carlson eTS Solution’s online booking engines are currently
developing the ability to view and book appropriate Government rates for domestic rail accommodations. This capability
should be available through eTS by 4th Quarter, 2003.
The Carlson eTS Solution automatically captures exceptions to policy and communicates these exceptions to all users view-
ing the trip record (traveler, approver, auditor, etc.). Both exception codes and user entered text explanations for policy
deviations are shared with users needing to view the trip record. The Carlson eTS Solution allows users access to previously
traveled trips that were booked online for a period of one year. The Carlson eTS Solution’s online booking engines use the
traveler profiles stored in the system to communicate frequent flyer numbers and membership numbers to appropriate travel
suppliers and to the TMC.
B.3.2 Non Self Service
The Carlson eTS Solution is fully capable of accommodating and incorporating the services of existing TMCs under contract
or task order to Federal Agencies for the purpose of making travel reservations as authorized under that contract/task order.
The Carlson eTS Solution will be responsible for delivering the reservation services detailed in the solicitation, whether pro-
vided through eTS, FedTripTM and/or the TMC under contract to the Federal agency. The Carlson eTS Solution has
automated interfaces to both FedTripTM and GetThere for self-service reservations. Travelers making reservations through
traditional means with a TMC Travel Counselor will be able to input the data into both the travel authorization and voucher
modules of the Carlson eTS Solution for submission to their approving official. Additionally, based on the needs of the
agency, eTS has the ability to accept a reservation booked via a TMC Travel Counselor, through our automated interface to
the GDS, automatically pull the reservation information and cost data into eTS for forwarding to the appropriate approving
officials. The Carlson eGov Solutions Team will work with each ordering agency to determine the best method to use for
accommodating the use of a TMC under contract with them.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 77
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Volume 1 – Technical Approach
The Carlson eTS Solution has access to all domestic and international common carrier flights, including all GSA city-pair
contract carriers and “me-too” fares. For those few carriers who do not participate in the GDS, reservation requests can be
electronically sent to the servicing fulfillment Agency for processing by an agent. The Carlson eTS Solution is fully custom-
izable to allow each Agency to define the type of fares available to be booked by their travelers, including contract city-pair
fares, “me-too” fares and other discount fares that are advantageous to the Government.
The Carlson eTS Solution allows booking of domestic and international car rental reservations with all MTMC or other Gov-
ernment preferred sources at or below the applicable ceiling rate. Policy settings can be set to determine the type of car rates
and sizes available to each Agency’s travelers, including any preferred discounts negotiated outside of the MTMC program.
Preferred car rental suppliers can be highlighted for each Agency.
The Carlson eTS Solution allows booking of domestic and international lodging suppliers who participate in the Federal
Premier Lodging Program or other Government preferred programs. FEMA approved lodging properties are highlighted and
the use of these properties can be tracked.
Reservations for common carrier rail and bus will be secured through Carlson eTS Solution. For those carriers not available
to be booked via the online booking engine, a PNR will be automatically built requesting the reservations and the PNR will
be provided to the fulfillment Agency for processing by an agent. Once the reservation is booked and passed back to Carl-
son eTS Solution from the TMC, the information is forwarded on for approval.
The Carlson eTS Solution handles all other types of common carrier travel such as ship transportation in the same method as
noted in section (d) above for common rail and bus reservations.
The Carlson eTS Solution has built interfaces to both the FedTripTM and GetThere online booking engines to provide the
capability to book airline, rental car and hotel reservations online. Both FedTripTM and GetThere meet or exceed the manda-
tory requirements of Section C.6.3.6.1.
The Carlson eTS Solution will accommodate the use of the FedTripTM online booking engine through an automatic integra-
tion with the booking engine and eTS. Users of the Carlson eTS Solution will be able to process an entire trip,
(authorization, reservation and voucher), through a single integrated system. The integration with FedTripTM will include the
ability to book travel with FedTripTM via the Carlson eTS Solution and passing of data back and forth between eTS and the
GDS through FedTripTM. Additionally, based on the needs of the agency, eTS has the ability to automatically accept a reser-
vation booked via a TMC Travel Counselor through our automated interface to the GDS, and automatically pull the
reservation information and cost data into eTS for forwarding to the appropriate approving officials. The Carlson eGov So-
lutions Team will work with each ordering agency to determine the best method to use for accommodating the use of a TMC
under contract with them.
The Carlson eTS Solution is capable of booking reservations with and controlling access to Government-preferred suppliers
and rates for transportation, lodging, and rental cars. Agency specific requirements for booking travel can be configured in
the Carlson eTS Solution. The Carlson eTS Solution works with all major GDS for access to flights, lodging and rental cars.
Access to Government-only rates is restricted to Federal employees and other authorized users of those rates by including a
designator in each user profile. This designator is used to direct the system to display the appropriate rate categories within
the booking engine(s), whether government or non-government. For reservations through traditional methods the designator
in the user profile within the GDS is displayed to the agent to ensure that those personnel not authorized to use Government-
only rates are offered non-Government rates.
When plans change or are canceled, Carlson eTS Solution allows users to modify or cancel all reservations prior to ticket
issuance without transaction fee being incurred by the Government. Any fees incurred due to applicable carrier or supplier
cancellation policies will be noted and the user advised.
The Carlson eTS Solution requires the user to identify the appropriate FTR exception code and provide justification for the
use of all non-preferred or non-contracted providers. Additionally, Carlson eTS Solution requires the user to select the ex-
ception code and provide justification for the use of a non-US flag carrier.
The Carlson eTS Solution offers both an automated and non-automated method for accommodating the services of TMCs
under contract to federal agencies. We will work with each agency and their corresponding TMC to ensure that we employ
the method that best meets the needs of the agency and its users. To expedite the adoption rate of the Carlson eTS Solution,
we strongly recommend that representatives of the TMC be allowed to participate in some of the implementation planning
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 78
eTravel Services
Volume 1 – Technical Approach
meetings to understand the system and their role. We will provide a detailed PNR mapping scheme to the TMC to allow for
automated integration if so desired by the Federal Agency.
The Carlson eTS Solution provides access to multiple domestic and international Government rate and non-Government rate
lodging sources as possible. These include any discounted rates provided through the TMC and any rates negotiated by in-
dividual Federal Agencies. Hotel rate displays include any special promotional rates offered by the lodging source, to include
amenities such as parking, included meals, etc.
Through the use of our online booking engine, Carlson eTS Solution will take advantage of promotional and spot discount
lodging rates to the maximum extent possible.
The Carlson eTS Solution supports the passing of pertinent reservation data from the TMCs, FedTrip and GetThere, to the
travel authorizations, vouchers, etc. through an interface with the major GDS. We are fully integrated with both FedTrip and
GetThere and the data is seamlessly passed from the booking engines to Carlson eTS Solution and vice versa. The Carlson
eTS Solution also passes data from Carlson eTS Solution to the TMCs such as authorization numbers, accounting citations,
etc.
B.3.3 Fulfillment/Ticket Delivery (RFP Reference C.6.3.7)
The Carlson eGov Solutions Team and Carlson eTS Solution meets and exceeds the fulfillment and support requirements for
GSA-approved TMCs under the current or follow-on contracts. We currently provide services to multiple Federal Agencies
under the current Travel Services Master Contracts. We have been providing exceptional travel service to Federal Agencies
since 1988. We have extensive experience in providing both traditional and online travel services in the Government market-
place. We currently ticket over 3,000 transactions per month for Federal travelers that have been booked via our online
booking engine. The Carlson eTS Solutions will be responsible for delivering the fulfillment services described in the ful-
fillment section of the solicitation to Federal Agencies utilizing the eTS, whether provided by the Carlson eTS Solution or in
conjunction with a TMC under contract with a Federal Agency.
The Carlson eTS Solution will provide fulfillment services and associated customer support services for Federal Agencies.
These services shall include issuance and delivery of tickets, complete itineraries and associated customer support services.
Unless an approval has been given to do so, tickets will not be issued more than 2 business days prior to travel. Customer
support services will be available through our Help Desk.
The Carlson eTS Solution is capable of fulfilling and supporting self service reservations made through both FedTrip and
GetThere. Once proper approval has been received, the Carlson eTS Solution is capable of issuing and delivering tickets and
all associated travel itinerary information. Additionally, reservations made via the online booking engine(s) may be fulfilled
by a TMC under contract to a Federal Agency. To accommodate this, once approval to ticket has been received, the associ-
ated PNR will be placed on a designated ticketing queue at the fulfilling TMCs pseudo city in the appropriate GDS.
The Carlson eTS Solution accommodates and incorporates the services of TMCs under contract/task order to Federal Agen-
cies for the purposes of ticketing and fulfillment as authorized under that contract/task order. Reservations booked through
the online booking engine of Carlson eTS Solution will be automatically queued to the Agency’s GDS pseudo city code in
real-time.
For all common carriers that support electronic ticket issuance, Carlson eTS Solution will be the default ticketing option.
The Carlson eTS Solution will ensure that the corresponding travel authorization has been approved prior to ticket issuance.
For reservations booked online, Carlson eTS Solution will electronically share the authorization data with the TMC to advise
the TMC that ticket issuance has been approved.
The Carlson eTS Solution is capable of processing and crediting canceled or unused tickets and partial fare refunds subject to
applicable carrier or supplier cancellation provisions with attendant expense and accounting adjustments. Where Carlson
eGov Solutions Group provides the fulfillment services, the Carlson eTS Solution will automatically track the use of elec-
tronic tickets issued through our TMC service and ensure that unused electronic tickets are refunded where appropriate. The
Carlson eTS Solution will reflect all allowable credits from electronic or paper tickets whether for a full refund or partial
refund within 1 day from the fulfillment TMCs processing of the refund. Where Carlson is the TMC we will process refunds
with 1 day of receipt of the paper ticket or notification of non-use of electronic ticket. All credits will be accountable to the
individual travel authorization number and associated billing accounts within all applicable functionalities of the system and
in the standard data output provided to the agency business systems.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 79
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Volume 1 – Technical Approach
The Carlson eTS Solution allows the traveler to make enroute changes to an authorized itinerary. Travel arrangement
changes can be made with a TMC via phone or via the online booking tool. Changes to actual travel are then reflected in an
amendment to the original travel authorization.
B.4 Deployment
DEPLOYMENT
WBS #4.0
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Service Solicitation Number FBGT-CD-030001-N
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Manager (IPM), an Implementation Training Manager (ITM), an Implementation Finance Manager (IFM), an Implementa-
tion Operations Manager (IOM) and a Security Manager. In addition, the Account Manager will serve on the team and will
remain associated with the individual agency throughout the life cycle of implementation and service delivery. The IPM
serves as the primary point of contact for the client agency throughout the implementation period, and the Account Manager
will assume this responsibility following successful implementation and provide continuing account management for the
agency. We understand that a successful implementation requires a full understanding of each agency’s workflow and poli-
cies. To ensure that we gain the necessary understanding, we maintain very detailed implementation project plans (based on
Project Management Institute Standards) and customization questionnaires that allow us to work with each agency to cus-
tomize the Carlson eTS Solution to meet their individual requirements. Items covered in the implementation plan and
questionnaires include, but are not limited to:
¾ Agency policy on use of non-contract city-pair fares ¾ Audit parameters needed for voucher payment
¾ Integration requirements ¾ Agency policy on the use of non-refundable or penalty
¾ Incorporation of existing TMC services fares
¾ Approval levels for processing both travel authorization ¾ Agency policy on cash advances
and voucher payment ¾ Network infrastructure and operating systems in use by
¾ Standard routing procedures and what conditional rout- agency personnel
ing is required
For agencies electing to have the Carlson provide reservation and fulfillment services, a questionnaire will be provided that
includes, but is not limited to:
¾ Emergency ticketing procedures ¾ Emergency after-hours procedures
¾ Are travelers authorized use of non-refundable or pen- ¾ Policy for use of lowest fare when multiple airports exist
alty fares? at destination
¾ International travel patterns ¾ Special services for VIPs
¾ Setting up ticketing timelines to both meet agency needs ¾ Procedures to be used for leisure travel in conjunction
and minimize the number of transactions canceled after with official travel
ticketing, thereby reducing fees.
B. 4.1.2 IMPLEMENTATION TEAM (RFP REFERENCE C.6.8.1.1.2)
Carlson will provide a dedicated implementation team for each adopting/ordering agency that will include subject matter
experts in the areas of system requirements, integration services, finance, application functionality and customization, reser-
vations and fulfillment (including online booking), training and account management. The following table describes these
implementation roles.
eTS Implementation Roles and Responsibilities
Title Role
Implementation Project Manager The IPM will schedule initial agency meeting, explain and demonstrate the Carlson
(IPM) eTS Solution, provide detailed, agency specific integration plans, conduct weekly
conference calls with the GSA eTravel PMO and agency to discuss and mitigate roll-
out issues and maintain/execute against a detailed milestone-based project plan.
Implementation Operations Man- Implementation operations also include the requisite technical support. The IOM
ager (IOM) serves as the primary point of contact for all agency data integration. Documents ex-
ception rules and procedures, ensure configuration of agency specific supplier
designations, and establish file formats and the building of profiles within the fulfill-
ment agency’s Global Distribution System.
Implementation Training Manager Conducts training needs assessments, agency specific training sessions for Training
(ITM) Administrators and any required supplemental training. In addition, the ITM will
oversee the development of all training curriculum.
Implementation Finance Manager Responsible for all agency billing and payment set-up processes.
(IFM)
Integrating
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Service Solicitation Number FBGT-CD-030001-N
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Volume 1 – Technical Approach
The implementation team will be responsible for ensuring that agency specific requirements and operational readiness re-
quirements are determined and implemented within the required time period. As noted the Account Manager will participate
on the implementation team to ensure that the eTS will provide both initial and ongoing account management for each
agency. Subject matter experts from throughout the Carlson Companies will be available for ongoing consultation.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 82
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Volume 1 – Technical Approach
To account for the diversity of users and training requirements, the Carlson eGov Solutions Team will assign an ITM who
will conduct training site needs assessments to gather agency specific information. The ITM will collect the training site
needs assessment information through a variety of means (e.g., site visits, web-based surveys). The ITM will use this infor-
mation to develop user-focused and agency-oriented training designed to meet their specific needs, as well as supplemental
training. Training will be conducted within thirty days of implementation and use of the Carlson eTS Solution.
Based on the needs assessment, the Carlson eGov Solutions Team will analyze and design a comprehensive training curricu-
lum and plan of instruction with measurable training objectives. The process of specifying how the training objectives are to
be learned will also be identified and a basic instructional strategy will be developed. Once the training is finalized, we will
ensure all logistics and delivery requirements are met. The Carlson eGov Solutions Team will submit a Training Schedule
electronically and it will be posted on the Web. Our training strategy requires close coordination with each agency prior to
the initial training date in order to finalize training plans and schedules.
Carlson has the experience, knowledge, and methodology to train large numbers of students throughout our network. On
average, we train over 37,500 customers and employees annually.
Training
Integrating
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Service Solicitation Number FBGT-CD-030001-N
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Understanding that each ordering agency’s amount of Users Roles may be disproportional, Carlson remains flexible with
substituting classes as needed by each agency. Additionally, User Role classes may be substituted with T3 classes when
equal to a total of eight hours.
For large-scale agency implementations, we will provide a dedicated trainer for a minimum of six months at each agency.
Additional trainers will be supplemented as needed. Our training experience supports this approach and will provide each
agency with a one hundred percent focused trainer who will understand and present training based upon the needs of that
specific agency. The method of training delivery will be a blend of train the trainer curriculum and pre-recorded virtual
symposiums of previous agency sessions. The pre-recorded symposiums will be downloadable from the eTS portal. This
will allow the Train the Trainers to decide the best method to train each user. In order to provide users with access to training
and functional materials 365/7/24, Carlson will provide the following downloadable materials on the eTS Portal.
Profiles for large-scale agency implementations can be processed using direct web access to profile format. The completed
profile is then uploaded automatically into the Carlson eTS Solution. Carlson currently employees this technology with a
nationwide large Federal agency account serving over 1.4 million travelers annually. The significant advantage of the web
enabled profile process allows a large scale agency to complete profiles on any schedule in advance of implementation. The
entire process from opening the web site to automatic upload in the GDS takes the traveler less than 10 minutes. To capture
existing profile data within the agency and if desired, avoid creating a new profile, Carlson will use our proprietary interface
tool that automatically reads existing TMC profiles and uploads into the new eTS Solution. We recently used this interface
tool to replace over 20,000 profiles automatically.
Timing for implementation activities for large-scale agencies will be mutually agreed upon between Carlson, the agency issu-
ing the task order and the existing TMC. Based upon our experience of implementing large nationwide and/or large regional
accounts, we will make the recommendation to begin with the Agency headquarters or functions within the headquarters and
then expand of a measured approach to sub-agencies and regions. The benefit of this metered approach is that it establishes
leadership “buy in” at the agency headquarters and allows for adjustment of agency unique requirements to the standard im-
plementation approach. Our experience suggests that if the “field” sees leadership acceptance and use, then the user
acceptance rate in subordinate agencies is drastically increased.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
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B.4.1.11 MEETING AND EXCEEDING THE OBJECTIVES (RFP REFERENCE C.6.8.1.2.1 THROUGH C.6.8.1.2.7)
The Carlson eGov Solutions Team will work with each agency to establish basic business rules and exception procedures.
The IPM will document business rules and exception procedures in the configuration document provided along with the Im-
plementation Report. Subject matter experts from Carlson eGov Solutions Team will work with each agency in the areas of
finance, travel booking, fulfillment, integration and others to ensure successful integration with agency business systems,
maximum use of preferred vendors and compliance with agency policy. Each agency’s approval and routing chains will be
established, documented and configured within the Carlson eTS Solution system. Approval and routing chains may differ
between travel authorization and voucher reimbursement and may include both standard routings and conditional routings.
The Carlson eGov Solutions Team will assign an IOM to work with each agency to ensure that their agency specific supplier
designations are configured within the Carlson eTS Solution online booking engine and used to the maximum extent possi-
ble.
The Carlson eTS Solution provides the ability to display messages regarding changes to the system or to travel regulations
that have taken place since the user’s last session in the Carlson eTS Solution.
We currently have the ability to perform an electronic upload of all traveler profile information provided by each agency to
include the establishment of permission levels and user accounts for each traveler. On a recent implementation, we used our
proprietary interface tool to replace over 20,000 profiles automatically. The Carlson eGov Solutions Team will assign the
Implementation Operations Manager to work with each agency to establish file formats and can also provide the building of
profiles within the fulfillment agency’s GDS system.
We will work with each agency and their existing TMC to incorporate the TMC services into the Carlson eTS Solution.
These services can include, but are not limited to, use of the online booking engine, exchange of data and update of user pro-
files.
B.4.2 Customer Support (RFP Reference 6.9.1; 6.9.2)
Please refer to Volume 2, Section 2.4.1 Customer Support.
B.4.3 Training (RFP Reference 6.10.1)
The Carlson eGov Solutions Team has comprehensive experience of providing training solutions of all sizes for many busi-
nesses and organizations. Past solutions have included instructor-led new product training for 10,000 salespeople, the
implementation of a certification program for a professional organization and the design of an entire curriculum using web-
based technologies. The common thread through all of these is that they are created to utilize a mixture of training media
and methodologies that are specifically focused on meeting the needs of the audience, in our case the T3 (Train the trainer)
Administrators and various end users.
Our goal of this initiative is to create proficiency in using new technology; the primary training media used will be Computer
Based Training (CBT) accessible through the eTravel portal via the Internet (Internet Based Training - IBT). For those or-
ganizations that would benefit from a more hands-on approach, an alternative strategy using a virtual classroom will also be
available. This will be an Instructor-led session that can be delivered using "Webinar" technology (i.e., participants experi-
ence the training through a combination of online course material and facilitator guidance through a phone bridge…all while
sitting at ones own desk.) We will also provide the support needed to use this technology with agency instructors. A cur-
riculum manual will be provided, based upon the course development.
With the implementation of eTS, each federal agency will undergo changes relative to the introduction of new travel business
processes, the adoption of a web based application and changes in user roles and responsibilities. The complete offerings of
training will make these varied transitions a smooth and efficient process for all that are involved.
Integrating
Solutions with Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Service Solicitation Number FBGT-CD-030001-N
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The Carlson eGov Solutions Team will develop a comprehensive Instructor-led training curriculum to support all eTS user
roles for implementation and deployment of an eTS and the web-based application. In addition, this material can be de-
ployed using selected agency personnel. Agency personnel selected as T3 Administrators and attending the classes will be
provided comprehensive hands-on eTS instruction on its operation, use, and functionality. Agency trainers will also learn
how to use our training media, methodologies, and materials to conduct follow-on training classes for users in their respec-
tive organizations. Trainers will be provided instructor planning guides, instructor training guides, and instructor training
materials.
The Instructor-led T3 training program will be designed to provide cost-effective, timely, and value-added training. A hall-
mark for accomplishing this will be through the use of web-based virtual classroom experiences. Using our trainers or
Integrating
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agency Administrators, these classes can be taught at the convenience of the end users, who never have to leave their desks
to participate. Cost-effective training will also be realized through an experienced training management and instructional
staff, development of configuration managed materials, and reduced travel and training time. Training will be timely through
coordination with the appropriate federal agency officials and scheduled for delivery to complement agency eTS implemen-
tation and deployment schedules. We will provide T3s with robust materials and tools for easily administering and the
delivering training content and assessments to a dispersed group of end users. Value-added training will result from the use
of state-of-the art instructional training technologies and user-focused training methodologies. The Carlson eGov Solutions
Team world class training experience will provide attendees the training knowledge and tools to help them accomplish their
training goals. We recently provided approximately 100 T3 courses to Government agencies.
PROGRAM HIGHLIGHTS:
¾ Deployment through state-of-the-art web-based virtual classrooms
¾ User Guides accessible and downloadable through the Carlson eGov Solutions eTravel portal via the Internet
¾ User-friendly training applications
¾ Flexible, modular in design, and Use Case architecture which can be adapted in any environment
¾ On-Line Tutorials and Learning Centers
¾ Help Desk assistance (dedicated telephone number, instant messaging via the Web, and a dedicated e-mail address)
¾ T3 database for e-distribution of updates and news.
Our Carlson eGov Solutions Team will conduct agency T3 training as well as training for an agency’s TMC contractor when
and where appropriate in order to further ensure efficient and effective operation of eTS. We will provide details on the train-
ing to agency TMC contractors.
B.4.3.6 BUSINESS INTELLIGENCE, DATA WAREHOUSE, AND REPORTING CAPABILITIES TRAINING (RFP REFERENCE C.6.10.1.6)
Specific on-line, printed, and classroom Business Intelligence and Reporting training is offered to users with associated eTS
user roles. Business Intelligence training focuses on accessing, creating, and using the batch, on-demand, ad-hoc, and OLAP
reporting and querying capabilities of the system including the creation of data extracts and the usage of the Actuate and
Cognos web reporting and data analysis tools. Reporting training focuses on accessing and using the standard Oracle reports
generated by the Carlson eTS Solution to support travel and expense management. The step-by step printed and on-line in-
structional material leads users through accessing the Business Intelligence and Reporting portal modules, using the systems,
and understanding the information contained within generated reports. To promote effective Data Warehouse usage, real-
world custom decision support queries and reports are used.
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Round 2, Volume 1, Page 87
eTravel Services
Volume 1 – Technical Approach
The Carlson eGov Solutions Team proposes an ASP modeled solution, an approach that minimizes Government investment
in costly infrastructure and application customization while providing a timely and cost effective solution to meet Agency
travel and expense management needs. The business logic is designed according to the Government travel regulations speci-
fications; however, contracting Agencies may still want to implement different business rules within the regulation
guidelines. To accomplish this, the Carlson eTS Solution is designed to enable business rules to be altered using configura-
tion mechanisms that do not require custom development efforts. The Carlson eTS Solution will fully align with and
leverage the Federal Enterprise Architecture (FEA) framework (in accordance with the Federal Enterprise Architecture Pro-
gram Management Office (FEAPMO) and Federal Chief Information Officer (CIO) Council guidance) throughout the
service life.
The following diagram provides a high level view of all major system components as follows:
¾ Users include all Government and Agency personnel that interact with the system. All Government and Agency users
access the application through the Carlson eTS Solution portal via a web browser. Interaction with all other subsystems
is transparent to the user.
¾ The Carlson eTS Solution manages all application content, workflow, business logic, and portal functionality. A com-
mon Enterprise Application Integration (EAI) implementation layer is used to communicate with all external partners,
Government Agency systems, and secondary eTS Solution systems.
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¾ Other Government Entities include Government services with which the Carlson eTS Solution interfaces including Per
Diem data, the eAuthentication Gateway, Agency messaging systems, financial systems, and human resources systems.
¾ The Data Warehouse provides business analysis, multi-dimensional reporting, and data mining capabilities against eTS
Solution system data; this system is accessed via the Carlson eTS Solution portal.
¾ Data Archives hold relevant eTS Solution data and documents for 75 months and include all submitted receipt images
and all digitally signed documents.
¾ The Travel Management Center provides fulfillment services to the Carlson eTS Solution application and interfaces with
the Carlson eTS Solution application to perform all necessary operational activities.
¾ The Help Desk provides phone, fax, email, and instant messaging support to Carlson eTS Solution users and manages
the day-to-day eTS operations.
¾ Other External Entities include partners and service providers such as credit card companies, financial institutions, and
solution partners (hosting, fulfillment, security, etc.).
¾ The GDS and booking tool interface provides online booking services into the end-to-end travel and expense manage-
ment solution.
Figure B.5 – 1 presents a high-level conceptual view of the Carlson eTS Solution.
Carlson eTS Solution Overview
FT FTA
TMC &
EAI Help Desk
eTS Application
y Portal (www.etravel.gov)
FSTA FFTA y Travel & Expense Management Use Cases
y Workflow
y Reporting Security
y Booking
y Content
FATA FATC
Data
EAI
Warehouse
Other
Booking
FAA FAPC GDS External Data
Engine
Entities Archives
Figure B.5 – 1
As an ASP, Carlson eGov Solutions Team’s Solution delivers full application functionality to all Government users with
very low technical administration requirements. As such, Government employees can perform all end-to-end travel func-
tions without requiring specialized client software and extensive Agency development, operations, and management teams.
Furthermore, Government travel expenditures are minimized by realizing the cost and operational efficiencies created by
leveraging a centralized common system and infrastructure.
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Round 2, Volume 1, Page 89
eTravel Services
Volume 1 – Technical Approach
The Carlson eTS Solution first and foremost presents Federal travelers with a complete end-to-end travel and expense man-
agement solution. To accomplish the end-to-end processing of all travel related activities, the eTS provides a workflow
engine that manages all required steps. These workflow activities are presented to users in a straightforward manner via a
front-end portal where users can easily view and manage eTS activities. The security model integrates with both the work-
flow engine and the portal to provide single sign-on capabilities and to ensure that only “need to know” type information is
available to all system users. All core eTS functionality is implemented using J2EE and standard COTS products that im-
plement the J2EE specification.
B.5.1 eTravel Portal (RFP Reference C.6.3.2, C.11)
The Carlson eTS Solution etravel.gov travel portal is seamlessly integrated into the required application functionality and
security model of the Carlson eTS Solution. As such, contracting agencies will have the option to configure the portal func-
tionality, look, and feel to their liking; users will only have access to eTS functional portlets as their security role permits.
No special browser requirements inhibit portal functionality; the eTS application implements the portal based on a standard
Java-based portal framework. Other features include:
¾ The Carlson eTS Solution Federal Travel Management Environment is completely integrated with an eTravel portal that
serves as a gateway to the Carlson eTS Solution application well as providing on-line help, on-line training, and access
to the Business Intelligence. Additional reference modules are also provided for search capability, message posting, and
common document posting.
¾ The portal provides a user and agency configurable portal engine. Users can configure the portal for look and feel and
add optional modules. Agencies can require certain modules, messages, and agency links and policies to be displayed.
¾ The portal includes a search module that indexes content, documents, and regulations. Within the Carlson eTS Solution
application module a traveler’s active authorizations and vouchers are automatically displayed; the user can search for
completed records and other historical activity.
¾ All required Privacy Act notifications and user assent of use and data protection responsibilities are displayed prior to
the user’s authentication to the portal and application functionality.
¾ The portal is enabled with a module that provides message (bulletin) board capabilities. Access to topic specific bulletin
boards, such as contract administration, will be enabled by the user’s role(s) and permissions.
¾ User traveler profile management is integrated into the portal functionality as exposed by the application functionality.
Since the entire portal capability is integrated into the security solution, a user is only able to see and alter the profile
elements assigned to his or her user roles.
¾ A single sign-on is used to access all eTS functionality (utilizing the eAuthentication Gateway as subsequently described
below and in Section 1.4. Security Approach.
¾ Users can proactively interface with the eTravel portal. Our goal is limit drill down capability to “three clicks” for users
to access information.
¾ The eTravel portal accommodates the establishment of links to Governmentwide, GSA, and agency-specific travel-
related web sites, documents, and resources; as well as to pertinent Federal travel policy and information resources (e.g.,
the FTR, per diem information, etc.).
¾ Non-Government travelers will be able to register on the system and route their registration to the appropriate Govern-
ment representative for account approval to support invitational travel in accordance with individual federal agency
policies.
B.5.2 eAuthentication (RFP Reference C.6.5.2)
A detailed description of eAuthentication is contained in the Section 1.4 Security Approach.
B.5.3 Web Browser/Client Platform (RFP Reference C.6.5.3)
The client platform is implemented on any standard workstation that can operate Internet Explorer 5.5 and higher or Net-
scape 6.0 and higher. The Carlson eGov Solutions Team will certify alternative browser technologies to meet global usage
requirements if requested by contracting Agencies. Browsers for certification may include Opera, Mozilla, earlier versions
of Netscape and Internet Explorer, and, if necessary, AOL and other ISP customized browsers. The Carlson eTS Solution is
designed to enable the wireless content delivery. Upon Agency requirement, Carlson eGov Solutions Team will build wire-
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eTravel Services
Volume 1 – Technical Approach
less client access through WAP enabled solutions and certify their delivery. Further discussion is contained Section 1.4 Secu-
rity Approach
B.5.4 User Accessibility (RFP Reference C.6.6)
A detailed description of User Accessibility is contained in Section 1.3 Final CONOPS/Use Cases and the VPAT template
located in Appendix C.
B.5.5 Data Architecture
The Carlson eTS Solution has been created using the collective travel experience of Carlson to create a standard set of data
elements necessary to support the travel and financial management needs of Government travelers and business systems.
The common data architecture has been derived through sound business analysis based on Government travel regulations and
processes and the travel industry. Since the data incorporated into the eTS will be used by numerous third-party systems,
Carlson has been very diligent in ensuring that data elements follow industry standards, syntaxes, and vocabularies whenever
possible.
The use of common data syntaxes ensures that both the eTS databases and data inputs and outputs maintain data consistency
whenever possible. Ultimately, a common lexicon of Government travel and expense management data elements represents
an evolving standard. To mitigate the risk of this evolving lexicon, the Carlson eTS development team has included Gov-
ernment and Travel industry subject matter experts to ensure that the eTS implements a common data architecture that
provides a common context for the integration of all data.
The preferred format for all data inputs and outputs (data in transit) to the eTS is XML. The Data Management section of
this document further describes the eTS use of XML and other data input and output formats. To drive and adhere to travel
industry standards (Carlson is a member of the Open Travel Alliance (OTA)), the eTS travel elements have been derived
from the OTA and then extended and modified as necessary to create a dictionary of data elements that provides complete
coverage of the Federal Travel Regulations (FTR, JFMIP, and JTR). Carlson will define a common documentation method-
ology for XML schemas and interface formats as part of its Data Management plan. This documentation methodology and
the XML creation process will follow the standards set forth in the Draft Federal XML Developer’s Guide and standards
bodies that govern XML and XML related standards for data semantics, transport, service description, service discovery,
service orchestration, and business processes.
While creation and usage of common data architecture across all interfaces represents a utopian state, Carlson also provides a
complete EAI implementation to aid in the transformation and brokering of all data to all external partners, suppliers, and
consumers. Presentation of the EAI capabilities is provided later in this document.
Defining and refining common data architecture, its contents, and its uses will be a continuous process and one that is incor-
porated into the evolution of the eTS through the technology refresh process. Furthermore, as existing standards bodies and
evolving business-to-business integration mechanisms such as web services and ebXML evolve, the Carlson eTS Solution
will continuously examine the benefits to utilizing these standards.
B.5.6 Application Architecture
The Carlson eTS Solution uses a standard n-tier architecture that separates the following application functions:
¾ Presentation (HTML and JavaScript on the client)
¾ Presentation Logic (JSP/Servlet APIs of J2EE)
¾ Business Logic (EJB (session beans, entity beans, message beans) and native Java APIs of J2EE)
¾ Data Access Logic (JMS, JDBC, & JAXP APIs of J2EE)
¾ Data Storage
Figure B.5 – 2 presents the functions developed and integrated to deliver the complete Carlson eTS Solution (descriptions
follow the diagram):
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Business Functions
Common Functions
Customer Business
Workflow Engine Reporting Engine
Rules Engine
Core Functions
Figure B.5 – 2
Business Functions implement the business logic that is central and unique to all eTS requirements. These functions, derived
from the eTS use cases, are custom built by extending reusable J2EE component frameworks that implement the Common
Functions. These common functions are not unique to the eTS but are reused based on industry standards, reference archi-
tectures, and J2EE design patterns.
Both Business Functions and Common Functions are implemented solely within the Carlson eTS Solution application using a
portal, workflow, and application framework. Common Functions are implemented across Core Functions that provide stan-
dard services such as Enterprise Application Integration, Portal, Content Management, etc. These solutions are delivered via
the usage COTS software packages or custom development solutions depending on requirements.
All functions are built using solutions and standards accepted by Government and industry alike. All technologies used to
implement the eTS are approved “eGov Voluntary Industry Standards” as identified in the eGov Enterprise Architecture
Guidance CRM.
Model TRM Service Industry eTS Implementation
Component Standard
Browser Human Computer HTML Used for all visual presentation of core application func-
Interface tionality including administration and Help Desk
Browser Human Computer DHTML May be used to create any rich content
Interface
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partner ClearNova. ClearNova has provided a broad tool set for application, portal, security and workflow development;
content management; and instant publishing. The solution is platform agnostic and can be deployed on different J2EE appli-
cation servers. The tool implements many reusable components that enable the Carlson eGov Solutions Team to create new
features and functionality in a rapid application development (RAD) environment.
Our deployment view includes:
¾ Web servers provide thin client access to all relevant user system components including application servers, security
servers, and business intelligence servers. Web servers also provide the web services interface to external partners and
suppliers.
¾ Messaging servers provide email, secure email, and messaging services; the messaging servers interact with the applica-
tion servers and the security servers. The default messaging and configuration format for all files within the system is
XML.
¾ Application servers provide all core application, portal, and workflow functionality. The application servers interact
with the web, messaging, security, and Carlson eTS Solution database servers. Custom configuration mechanisms reside
in both application server XML configuration files and database tables.
¾ Security servers provide LDAP, application security, and digital signature services to the entire Carlson eTS Solution
enabling single sign-on for all system functions.
¾ Business Intelligence servers provide data filtering, scrubbing, and transformation services to input data into the data
warehouse and standard reports, extract files, and OLAP cubes for business data mining.
¾ EAI servers provide message oriented middleware, message brokering, and limited process management (process man-
agement is not a limitation of the tool or implementation; the current eTS solution provides process management within
the core application. As integration with contracting agencies begins asynchronous near real-time messaging capabili-
ties may enable further usage of the of the business process management engine).
The Carlson eTS Solution archive stores all required data for 75 months. Figure B.5 – 3 depicts a high-level deployment
view of the Carlson eTS Solution:
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eTS
Reporting
Database
Business Intelligence
Servers Data
EAI Servers
Warehouse
(Cognos, Actuate) (Oracle, OLAP)
Figure B.5 – 3
The following table defines the hardware and software vendors used to create the Carlson eTS Solution. These components
are deployed within the constructs of the deployment view above.
Device Ven- Technology Configuration
dors
Web Servers Sun Hardened Solaris 8 Load Balanced for scalability and availability. Benefits include:
Sun ONE No experienced downtime for system maintenance or upgrades
Strong security model properly hardened in accordance with US Gov-
ernment (NIS & DISA) guidelines
Application Sun Hardened Solaris 8 Application Clustering for scalability and availability. Benefits include:
Servers Oracle Application Server No experienced downtime for system maintenance or upgrades
9i Stateful fail-over (i.e., if an application server fails, user session informa-
ClearNova ThinkCAP tion is available on another server without any disruption of service or
Framework loss of session data to the user). The user is unaware and unaffected by
ClearNova ThinkCAP Por- any single application server failure.
tal
Tibco Portal
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addresses the operations and capabilities of the data center; the network; the operating platform including servers, operating
system, and foundation software (backup, anti-virus, security, monitoring, etc.); and application server software including
web, application, database, and security software. On top of all these components resides the Carlson eTS Solution applica-
tion.
Supporting each layer within the stack, are operational disciplines and competencies to address all current and future applica-
tion hosting needs. For example, security management is relevant to the data center for building access, to the network for
administration access, to the operating system for administration access, and to the application for user role access and man-
agement. The hosting life cycle represents the methods through which customers are integrated into the system, maintained
on the system, and delivered meaningful information regarding the state of their system. Using the life cycle model, the
Carlson eTS Solution can rapidly integrate new customers and continuously service their needs.
eTS Hosting Stack
Application
Application server software including web servers
(Sun ONE, Apache, etc.), application servers
(WebLogic, etc.), messaging servers, security
Software Infrastructure servers, EAI servers, etc.
Network Infrastructure
Extranet, Intranet, and Internet hosting
infrastructures, campus backbone, server farms,
IVR's, call center, ACD, etc.
Data Center Infrastructure
Figure B.5 – 4
Figure B.5 – 5 presents the operations life cycle through which the Carlson eGov Solutions Team works with customers and
application developers. The life cycle constitutes a complete point-in-time view of activities that impact the customer appli-
cation at any given time.
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Program eTS
Management Operations
Office 24x7x365
Agency
Program Customer Deliverables
Management
Program Management provides dedicated Program Management provides dedicated Operations Management provides disciplined
customer and product services to meeting customer and product services to meeting management of all hosted components to
existing and future customer and application existing and future customer and application ensure complete operational coverage of the
needs. Program Management is covered in- needs. Program Management is covered in- entire system. By utilizing the above
depth in the Management Approach. depth in the Management Approach. operational disciplines based on ITIL and
creating appropriate processes and
procedures using Six Sigma, Carlson offers a
highly efficient and effective hosting
environment.
Figure B.5 – 5
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eTravel Services
Volume 1 – Technical Approach
note that all security elements concerning the Carlson eTS Solution system are addressed in the security section of the re-
sponse.
NETWORK
The network implements a fully redundant configuration with no single points of failure. To do so, the Carlson eTS Solution
data centers employ two distinct telecommunications vendors who provision Internet and frame access on opposite ends of
each facility. Within the network, a self-healing network service ring is implemented on two separate fiber rings. All net-
work appliance devices are configured in redundant configurations including the switching fabric, firewalls, SSL
accelerators, and load balancers.
PLATFORM
All software product releases, including the operating system, foundation software (backup, anti-virus, monitoring, etc.), and
application server engines (databases, web servers, application servers, security software, etc.) are certified to ensure stabil-
ity, interoperability, and security. Consequently, all servers using a software component have the same certified image of
that software installed.
All hardware products are certified using a similar method as software including the recertification of all software products
that operate on the hardware device. These procedures ensure the ongoing stability, security, and manageability of the over-
all eTS.
Foundation services provided within the hardware and software management layer include disk backups, tape backups, and
cross data center log shipping; enterprise anti-virus protection; and complete support of monitoring, alerting, logging, and
reporting systems. Foundation services are built on industry standard products from BMC, HP, Veritas, Remedy, Symantec,
Microsoft, Sun, and Oracle.
APPLICATION SERVER
Application server products adhere to the same certification procedures as any platform software components. However,
since application server components may require customization to meet application needs, the software is managed using
standard operations procedures. For example, a database group provides on going design, development, administration, and
support capabilities to database application software.
HOSTING OPERATIONS
The Operations and Support staffs provide support for Operations, Systems Management, Scheduling Management, Software
Distribution and environmental monitoring. Each member of the support staff attends more than 40 hours of on-going train-
ing per year. They also have completed training on the ITIL processes, and many of the staff are certified green belts in Six
Sigma process improvements.
For example, change management procedures enforce a rigorous implementation standard ensuring that production changes
have been thoroughly tested, reviewed and approved by multiple operational and managerial personnel. These procedures
include disciplined code version construction and the maintenance of isolated development, quality assurance, user accep-
tance, and production environments.
BUSINESS OPERATIONS
The eTS hosting solution maintains customer relationship, account management, engineering, development, and architecture
staff to manage and chart future application and technology direction. Engineering and architecture personnel work with
customers and vendors to chart technology refreshment requirements, future software releases, configuration management,
and technology solution development. Please refer to Volume 2 Management Approach of this Proposal for additional man-
agement roles that fall under business operations.
The capabilities listed in the Operations Management box of the diagram represent the operational disciplines as defined by
the ITIL (Information Technology Infrastructure Library). These processes are used throughout the world for establishing
ongoing operational excellence in a hosted environment.
¾ Full component and data center redundancy for all critical on-line components.
¾ Both data centers are designed with fully redundant network server farm architecture.
¾ Both hosting centers store all tape backup’s offsite.
¾ Data Center systems are isolated in cipher locked caged physical barriers.
¾ All internal IP addresses are NATed across external networks
¾ Data Interfaces accomplished over public networks use VPN to secure transmission
Note: The initial implementation of the eTS will make efficient use of common sets of hardware and infrastructure. Figure
B.5 – 6 is used to denote the scalability and reliability capabilities of a fully operational and used system.
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Log Shipping
SAN SAN SAN
SAN SAN
Database Database Data Warehouse LDAP Database EAI Receipt Images LDAP
RAC Cluster
Server Server Server
RAC RAC
Cluster Cluster
Application Application Application Application Application Security Application Application Application Application Application Security
Server Server Server Server Server Server Server Server Server Server Server Server
Load Balancers Web Server Web Server Agency eTS Web Server Web Server Load Balancers
Users
Internet
Routers Routers Internet Firewalls Routers Routers Internet Firewalls Routers Routers
Carlson eTS
Intranet
Global Network
Extranet
Frame Relay
Network
Carlson Help Desk Centers
3rd Party TMC
Agency 1
TMC
Carlson eTS Contracting Agency
Huntsville, Alabama Business Systems
Development
Center
Booking Engine
GDS
Agency 2
Carlson GDS
Minneapolis, Minnesota
Technology Contracting Agency
Help Desk Business Systems
eAuthentication
Gateway
Carlson Travel
Help Desk San Antonio, Texas Agency eTS eAuthentication
Users Gateway
Figure B.5 – 6
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SECURITY
WBS # 6.0
PERSONAL SECURITY
PHYSICAL SUBCONTRACTOR MANAGEMENT PLAN
CERTIFICATION
Please refer to Section 1.4 Security Approach for a complete description of how Carlson proposes to protect and maintain the
integrity of Government data in the eTS.
B.7 Data Management Approach (RFP Reference E.3.4.2.1.2, Item 5; E.6.1 Factor 5)
DATA &
INFORMATION
MANAGEMENT
WBS #7.0
BUSINESS RECORD
INTELLIGENCE RETENTION
ARCHIVING
Please refer to Section 1.5 Data Management Approach for a complete description of how Carlson’s approach to data, inte-
gration, and information management.
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Section 1194.21 Supported; please refer to attached All criteria apply for elements of the
VPAT. eTS that are non-web browser based,
SOFTWARE APPLICATIONS AND including, but not limited to: plug-
OPERATING SYSTEMS ins, Java applets, downloaded con-
tent, and administrative and
management software.
The contractor shall either build all
accessibility features in, or develop a
solution that is compatible with assis-
tive technology.
Section 1194.22 Supported; please refer to attached All criteria shall apply for web-based
VPAT. elements of the eTS. Criteria (d)
WEB-BASED INTERNET means that pages that refer to style
INFORMATION AND APPLICATIONS sheets should “degrade gracefully” if
the user chooses to disable style sheet
support, although eTS users are re-
quired to use a modern browser that
supports CSS (Cascading Style
Sheets).
Section 1194.23 Supported; please refer to attached Criteria (a), (b), (c), and (d) apply
VPAT. for phone based support elements of
TELECOMMUNICATIONS PRODUCTS the eTS. If the vendor’s solution in-
cludes special telephone equipment
for the hearing impaired, criteria (f)
and (g) shall also apply.
Section 1194.24 Supported; please refer to attached Criteria (c), (d), and (e) shall apply
VPAT. for multi-media training products
VIDEO AND MULTI-MEDIA provided as part of the eTS.
PRODUCTS
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Summary Table
Voluntary Product Accessibility Template
Section 1194.31 Supported; please refer to attached All criteria in Section 1194.31 shall
VPAT. apply for technologies that are not
FUNCTIONAL PERFORMANCE included in any of the above Sections
CRITERIA (1194.21-1194.26) or where eTS
meets a particular criterion in those
Sections through equivalent facilita-
tion (as defined in Section 1194.5).
(b) Applications shall not disrupt or disable acti- Fully Supported The Carlson eTS does not
vated features of other products that are identified adversely impact or alter any
as accessibility features, where those features are accessibility features of the
developed and documented according to industry operating system or other in-
standards. Applications also shall not disrupt or stalled software.
disable activated features of any operating system
that are identified as accessibility features where
the application programming interface for those
accessibility features has been documented by the
manufacturer of the operating system and is avail-
able to the product developer.
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(i) Color coding shall not be used as the only Fully Supported
means of conveying information, indicating an ac-
tion, prompting a response, or distinguishing a
visual element.
(k) Software shall not use flashing or blinking text, Not Applicable
objects, or other elements having a flash or blink
frequency greater than 2 Hz and lower than 55 Hz.
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(l) When electronic forms are used, the form shall Fully Supported
allow people using Assistive Technology to access
the information, field elements, and functionality
required for completion and submission of the
form, including all directions and cues.
(a) A text equivalent for every Fully Supported A text equivalent is provided for
non-text element shall be pro- all non-text elements (e.g. graph-
vided (e.g., via "alt", "longdesc", ics).
or in element content).
(b) Equivalent alternatives for any Fully Supported Any multimedia presentations
multimedia presentation shall be (e.g. training presentations) will
synchronized with the presenta- be offered in a fully equivalent
tion. presentation.
(c) Web pages shall be designed Fully Supported Color is used to enhance the user
so that all information conveyed experience in the eTS; not having
The Carlson eTS web application
with color is also available with- color does not take away from the
presentation is independent of
out color, for example from functionality or usability of the
color context and/or markup.
context or markup. eTS.
(d) Documents shall be organized Fully Supported Style sheets are used to enhance
so they are readable without re- the user experience in E2; not
The design of the Carlson eTS
quiring an associated style sheet. having a style sheet does not take
uses Cascading Style Sheets
away from the functionality or
(CSS) that have been designed to
usability of E2.
degrade gracefully if a user
chooses not use the included style
sheet.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 107
eTravel Services
Volume 1 – Technical Approach
(g) Row and column headers shall Fully Supported The Carlson eTS provides row
be identified for data tables. and column headers on all data
tables.
(j) Pages shall be designed to Fully Supported The current E2 does not manipu-
avoid causing the screen to flicker late the screen to flicker a
with a frequency greater than 2 frequency greater than 2 Hz and
Hz and lower than 55 Hz. lower than 55 Hz.
(k) A text-only page, with equiva- Supported with Minor Excep- If a situation arises where a text-
lent information or functionality, tions only page is necessary, the Carl-
shall be provided to make a web son eTS can be easily updated to
site comply with the provisions of provide a text-only alternative.
this part, when compliance cannot
be accomplished in any other
way. The content of the text-only
page shall be updated whenever
the primary page changes.
(l) When pages utilize scripting Fully Supported All interface elements in the Carl-
languages to display content, or son eTS can be read by all current
to create interface elements, the Assistive Technologies.
information provided by the script
shall be identified with functional
text that can be read by Assistive
Technology.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 108
eTravel Services
Volume 1 – Technical Approach
(n) When electronic forms are Fully Supported All forms in the Carlson eTS use
designed to be completed on-line, the “label” tag to identify the
the form shall allow people using names of form elements.
Assistive Technology to access
the information, field elements,
and functionality required for
completion and submission of the
form, including all directions and
cues.
Note to 1194.22: The Board interprets paragraphs (a) through (k) of this section as consistent with the following priority 1
Checkpoints of the Web Content Accessibility Guidelines 1.0 (WCAG 1.0) (May 5 1999) published by the Web Accessibil-
ity Initiative of the World Wide Web Consortium: Paragraph (a) - 1.1, (b) - 1.4, (c) - 2.1, (d) - 6.1, (e) - 1.2, (f) - 9.1, (g) -
5.1, (h) - 5.2, (i) - 12.1, (j) - 7.1, (k) - 11.4.
(a) Telecommunications products or Fully Supported The Carlson eTS use of Avaya
systems which provide a function CALLMASTER® IV terminals en-
All Carlson eTS call centers (te-
allowing voice communication and sure compliance for TTY and
lephony enabled points of contact)
which do not themselves provide a intermix use through a variety of
support industry standard TTY ca-
TTY functionality shall provide a available configurations including
pabilities.
standard non-acoustic connection analog line use, carbon-microphone
point for TTYs. Microphones shall headsets, and system muting capa-
be capable of being turned on and bilities.
off to allow the user to intermix
speech with TTY use.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 109
eTravel Services
Volume 1 – Technical Approach
(b) Telecommunications products Fully Supported The Carlson eTS use of Avaya
which include voice communication CALLMASTER® IV terminals
All Carlson eTS call centers (te-
functionality shall support all com- conform to this standard by support-
lephony enabled points of contact)
monly used cross-manufacturer ing the U.S. standard Baudot TTY
support industry standard TTY sig-
non-proprietary standard TTY sig- signaling protocol.
naling protocols (Baudot).
nal protocols.
(c) Voice mail, auto-attendant, and Fully Supported The Carlson eTS IVRU (Interactive
interactive voice response telecom- Voice Response Unit) enables TTY
munications systems shall be usable usage.
by TTY users with their TTYs.
(d) Voice mail, messaging, auto- Fully Supported The Carlson eTS IVRU (Interactive
attendant, and interactive voice re- Voice Response Unit) scripts pro-
sponse telecommunications systems vide warning and extension options
that require a response from a user to all users. If a user provides no
within a time interval, shall give an input to the IVRU, the caller will
alert when the time interval is about automatically be transferred to an
to run out, and shall provide suffi- agent for assistance.
cient time for the user to indicate
more time is required.
(f) For transmitted voice signals, Fully Supported The Avaya terminals themselves
telecommunications products shall provide a user-adjustable amplitude
Avaya CALLMASTER® IV termi-
provide a gain adjustable up to a range of 21 dB. (Specifically, with
nals conform to this standard when
minimum of 20 dB. For incre- reference to the typical “normal”
used in conjunction with the headset
mental volume control, at least one setting, users may increase the am-
adapter described below.
intermediate step of 12 dB of gain plitude by up to 12 dB, or decrease
shall be provided. it by up to 9 dB.) When the
CALLMASTER IV is used with
headsets, the headset adapter rec-
ommended by Avaya (shown in the
Avaya catalog as a “Prong Base
Unit”) provides its own amplitude
adjustment mechanism and auto-
matic gain control. When used in
conjunction with the Prong Base
Unit headset adapter,
CALLMASTER IV terminals con-
form to all components of this
standard.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 110
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 111
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 112
eTravel Services
Volume 1 – Technical Approach
(c) All training and informational Fully Supported Video oriented training material will
video and multimedia productions include support for open and closed
The Carlson eTS training technolo-
which support the agency's mission, captioning.
gies (e.g. Centra & Flash) and
regardless of format, that contain
productions support a variety of
speech or other audio information
ways to present both visual and au-
necessary for the comprehension of
dio information.
the content, shall be open or closed
captioned.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 113
eTravel Services
Volume 1 – Technical Approach
(d) All training and informational Fully Supported All visual information contained in
video and multimedia productions training material will be audio de-
The Carlson eTS training technolo-
which support the agency's mission, scribed.
gies and productions support
regardless of format, that contain
provide audio described visual con-
visual information necessary for the
tent.
comprehension of the content, shall
be audio described.
Fully Supported
(e) Display or presentation of alter-
eTS trainers or productions can de-
nate text presentation or audio
scribe slides or use text chat to write
descriptions shall be user-selectable
descriptions as needed to support par-
unless permanent.
ticipants with special needs
(a) At least one mode of operation Supported with Minor Exceptions Carlson does not provide any assis-
and information retrieval that does tive software necessary to provide
The Carlson eTS inherently supports
not require user vision shall be pro- audio translation of the eTS web ap-
information retrieval with no vision
vided, or support for Assistive plication; however, the eTS is
requirements through IVRU and
Technology used by people who are designed to be fully compliant with
agent assisted transactions.
blind or visually impaired shall be third-party assistive technologies that
provided. can enable information retrieval from
the application (e.g. screen readers
that present information through au-
dio).
(b) At least one mode of operation Supported with Minor Exceptions No assistive technologies are deliv-
and information retrieval that does ered with the eTS; however, third
The Carlson eTS inherently supports
not require visual acuity greater than party assistive technologies will
information retrieval with low vision
20/70 shall be provided in audio and work with the eTS to provide the re-
requirements via screen magnifying
enlarged print output working to- quired capabilities.
and screen reading assistive tech-
gether or independently, or support
nologies.
for Assistive Technology used by
people who are visually impaired
shall be provided.
(c) At least one mode of operation Fully Supported Usage of the standard Carlson eTS
and information retrieval that does enables this capability.
not require user hearing shall be
provided, or support for Assistive
Technology used by people who are
deaf or hard of hearing shall be pro-
vided
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 114
eTravel Services
Volume 1 – Technical Approach
(d) Where audio information is im- Supported with Minor Exceptions Carlson will provide assistive hear-
portant for the use of a product, at ing devices for classroom training
For training type scenarios where
least one mode of operation and in- but is unable to provide assistive
audio content is critical, audio en-
formation retrieval shall be provided auditory technologies for audio con-
hanced solutions will be provided
in an enhanced auditory fashion, or tent delivered via the internet. The
through assistive hearing devices.
support for assistive hearing devices eTS will support third party assistive
shall be provided. technologies resident on a user’s ma-
chine.
(f) At least one mode of operation Supported with Minor Exceptions The capability to use the application
and information retrieval that does in this capacity is enabled through
The Carlson eTS implements a stan-
not require fine motor control or si- the user’s access to the appropriate
dard web application architecture
multaneous actions and that is assistive technology product(s).
that enables users equipped with the
operable with limited reach and
appropriate assistive technologies to
strength shall be provided.
use the application as delivered.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 115
eTravel Services
Volume 1 – Technical Approach
Please note: Proposal references to A, B, C, D, E, and F refer to Appendices A through F in Volume 1, Technical Approach.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 116
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 117
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 118
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 119
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 121
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 122
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 123
eTravel Services
Volume 1 – Technical Approach
1. The eTS online booking engine shall automatically enforce and moni-
tor compliance to the appropriate Federal and agency-configured
travel policies during the reservation process. and shall control access
to all Government negotiated travel rates (e.g., City-Pair airfares, B.3.1
etc.). It shall allow users to override travel policy by providing the
reason for the exception and provide exception coding and text expla-
nation capabilities;
2. The Contractor shall provide the ability for Government designated
TMC(s) to use the eTS online booking engine and permit travel reser-
B.3.1
vations made within the booking engine to be retrieved in real time by
agencies’ TMCs;
3. The eTS online booking engine shall provide estimates of travel costs
B.3.1
prior to making an actual reservation;
4. The eTS online booking engine shall provide published and Govern-
ment negotiated airfares, lodging rates, and car rental rates. It shall
clearly identify preferred and mandatory travel suppliers wherever
applicable. It shall display Government contracted and Government
preferred travel suppliers first in ascending rate order and filter out
non-compliant choices based on agency/organizational policy rules
B.3.1
(e.g., preferred suppliers only). Failure to use Government-negotiated
rates shall require appropriate justification (with reason/exception
code and text capabilities). The Offeror shall utilize the rea-
son/exception codes in Attachment 7 for negotiated airfares and shall
propose configurable reason/exception codes for all other travel sup-
pliers.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 124
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 125
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 126
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 127
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 128
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 129
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 130
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 131
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 132
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 133
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 134
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 135
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 136
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 137
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 138
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 139
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 140
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 141
eTravel Services
Volume 1 – Technical Approach
1. The Contractor shall restrict personnel access to the eTS to those with
1.4.6
a need-to-know.
2. Based on the Privacy Act and guidelines in Suitability and Personnel
Security Handbook, GSA ADM P 9732.1C, the physical site where
the hardware resides shall be secured as a General Support System in
accordance with NIST 800-18 and the CIO HBA 2100.1A, and shall 1.4.6
be staffed by an appropriate mix of Level 5 staff and Level 6 supervi-
sory personnel. The Contractor shall be responsible for the cost of
personnel background checks.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 142
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 143
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 144
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 145
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 146
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 147
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 148
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 149
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 150
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 151
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 152
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 153
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 154
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 155
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 156
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 157
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 158
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 159
eTravel Services
Volume 1 – Technical Approach
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 160
eTravel Services
Volume 1 – Technical Approach
Bidder’s
Objectives Script Government Use Only
Number
C.6.1 Basic Capabilities and Characteristics 3
1. The eTS should provide a common, streamlined 3.1
travel management service available Govern-
mentwide that automates and fully integrates Federal
travel management functions;
2. The eTS should provide a common, consolidated 3.2
travel process at a Governmentwide level with con-
figurability at the department, agency, and
subordinate organization levels within the limits al-
lowed by the applicable travel regulations;
3. The eTS should provide a consistent, web-based, 3.3
self-service environment with an intuitive graphical
user interface and sufficient system prompts, clearly
understandable dialog boxes, and informative mes-
sages to guide users through logical, sequential
processes and collect all necessary information within
all functionalities and modules;
4. The eTS should provide web-based administration of 3.4
travel policy with configurable business rules (e.g.,
Governmentwide, agency level, executive employee
policy, staff employee policy, etc.) for all applicable
functionalities;
5. The eTS should utilize automated routing, workflow, 3.5
messaging, and notifications;
6. The eTS should provide comment fields and local 3.6
fields within all functionalities to support organiza-
tion- and agency-specific business processes and
audit requirements;
7. The eTS should support the use of personal 3.7
charge/credit cards where authorized;
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 161
eTravel Services
Volume 1 – Technical Approach
Bidder’s
Objectives Script Government Use Only
Number
8. Offerors should take advantage of and use appropri- 3.8
ate commercial standards wherever possible to
streamline the acquisition, enhance interoperability,
and reduce costs provided that all mandatory re-
quirements stated herein are met or exceeded;
9. Offerors should support establishment of Federal eT- 3.9
ravel standards, incorporating appropriate
commercial and government best practices into their
eTS solutions; and
10. The eTS should provide support for wireless and per- ND
sonal digital assistant (PDA) devices.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 162
eTravel Services
Volume 1 – Technical Approach
Bidder’s
Objectives Script Government Use Only
Number
1. The eTS should provide a single sign-on to access all ND
eTS functionality (utilizing the eAuthentication
Gateway as subsequently described);
2. The eTS should deliver functionality proactively, 1.1
presenting it to the user as needed and limiting the
need to “drill down” to access eTS capabilities;
3. The eTS should provide the capability to establish 1.2
links to Governmentwide, GSA, and agency-specific
travel-related web sites, documents, and resources.
The eTS should provide links from the eTravel portal
to pertinent Federal travel policy and information re-
sources (e.g., the FTR, per diem information, etc.).
The eTS should be capable of linking to services and
data from other Government portals and web-based
systems; and
4. The eTS should provide the ability for non- ND
Government who are authorized by a Government
sponsor travelers to register on the system and route
their registration to the appropriate Government rep-
resentative for account approval to support
invitational travel.
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Service Solicitation Number FBGT-CD-030001-N
Round 2, Volume 1, Page 163
eTravel Services
Volume 1 – Technical Approach
Bidder’s
Objectives Script Government Use Only
Number
1. The eTS should provide the capability to authorize ND
travel for multiple travelers on the same authoriza-
tion;
2. The eTS should allow for processing an annual ND
unlimited open travel authorization without recording
an estimated obligation amount for each trip prior to
travel;
3. The eTS should support the identification and docu- ND
mentation of all modes of transportation (including
rail, bus, ship, etc.) authorized by the FTR and other
applicable travel regulations;
4. The eTS should clearly identify trip legs or segments ND
in the travel plan, itinerary, and on-screen, and iden-
tify “no cost” trip segments (i.e., where personal
leave is taken during TDY travel); and
5. The eTS should support the capability to associate 7.1
eTS travel authorization with the activation and deac-
tivation of Government Contractor-issued
Individually Billed Travel Charge Cards (Note: Ac-
tivation/deactivation of the travel charge cards will be
the responsibility of the Federal agencies. Further-
more, this objective shall not be construed to affect
the GSA SmartPay® contract or require GSA Smart-
Pay® contractors to exchange data with or permit
linkage to eTS.).
C.6.3.5 Reservations 10
1. Offerors should propose expedited agency TMC ac- 10.1
commodation schemes to facilitate adoption of the
eTS and speed eTS transaction volume growth;
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2. The eTS Contractor is not required to provide tradi- 10.2
tional TMC reservation services. In order to achieve
the eTravel vision of a unified travel management
service, and to permit Federal agencies to obtain
complete end-to-end travel management services
from an eTS vendor, the eTS offering should provide
non-self service reservation capabilities that meet the
requirements for Travel Agent Services/Travel Man-
agement Center Services for reservations specified in
the GSA Travel Services Solutions solicitation (So-
licitation No. FBGT-VH-030001-B available at
http://www.eps.gov/spg/GSA/FSS/FBG/FBGT-VH-
030001-B/listing.html);
3. The eTS should provide access to as many domestic 10.3
and international lodging sources as possible;
4. The eTS should take advantage of promotional and 10.4
spot discount lodging rates to the maximum extent
possible; and
5. The eTS should support the integration and passing 10.5
of pertinent reservation data from the TMCs under
contract to Federal agencies and from the eTS online
booking engine to associated travel actions (e.g.,
travel authorizations, vouchers, etc.) within the eTS.
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2. The eTS online booking engine should be capable of ND
reserving airline travel accommodations for airlines
not listed in GDSs in a real-time 24/7/365 environ-
ment;
3. The Contractor should allow TMC reporting systems 9.11
and TMC created PNRs to be retrieved and/or viewed
through the eTS online booking engine. It should
work with any TMC mid-office system(s) to meet
file finishing requirements;
4. The eTS should provide the ability to change the ND
traveler’s itinerary and reservations online after ticket
issuance;
5. The eTS online booking engine should encode and 9.3
decode airline and city/airport codes for the traveler;
6. The eTS online booking engine should provide 9.5
graphical seat maps and the capability to reserve seat
assignments where commercially available;
7. The eTS should provide the ability to make self ser- 9.10
vice international air travel reservations that comply
with all applicable regulations;
8. The eTS should support the creation, storage, and 9.2
shared use of standard individual and shared trip
templates;
9. The eTS online booking engine should provide ap- ND
propriate and accurate Government rates for domestic
rail travel and reservation of rail travel accommoda-
tions in a real-time 24/7/365 environment. It should
provide domestic rail schedules with published and
negotiated fares, seats, and destination information.
Rail travel should be based upon departure and desti-
nation cities rather than airport codes;
10. The eTS should provide the ability to automatically 9.6
identify and communicate exceptions to travel policy
to multiple recipients (e.g., traveler, approvers, etc.);
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11. The eTS should provide the traveler or travel ar- 9.1
ranger with access to the traveler’s previous trip
itineraries;
12. The eTS should have the ability to reserve ship and ND
bus transportation if commercially available;
13. The eTS should have the ability to book shuttle ser- ND
vices to and from airports; and
14. The eTS should have the ability to designate frequent 9.7
or loyal traveler program account number(s) in reser-
vations.
C.6.3.7 Fulfillment 10
1. Offerors should propose expedited agency TMC incorpora- 10.1
tion schemes to speed agency adoption of the eTS and eTS
transaction volume growth; and
2. The eTS Contractor is not required to provide traditional 10.2
TMC fulfillment services. In order to achieve the eTravel
vision of a unified travel management service, and to per-
mit Federal agencies to obtain complete end-to-end travel
management services from an eTS vendor, the eTS offering
should provide fulfillment capabilities that meet require-
ments for Travel Agent Services/Travel Management
Center Services for reservations specified in the GSA
Travel Services Solutions solicitation (Solicitation No.
FBGT-VH-030001-B available at
http://www.eps.gov/spg/GSA/FSS/FBG/FBGT-VH-
030001-B/listing.html).
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2. The eTS should provide the capability to enter the ND
“Direct Billed” amount for costs such as Online
Payment and Collection (OPAC) billings by the De-
partment of State for employees stationed overseas,
and for lodging, airline, and car rentals that are billed
directly to the agency for payment, but not included
in the calculation of payment to the traveler;
3. The eTS should provide the capability to accept and ND
post Government travel charge card transactions to a
Federal traveler’s eTS account to support voucher
processing. It should allow travelers to assign posted
travel card charges to the appropriate voucher(s).
(Note: This shall not be construed to affect the GSA
SmartPay® contract or require GSA SmartPay® con-
tractors to exchange data with or permit linkage to
the eTS. Federal agencies may post charge card
transactions to the eTS directly or may authorize their
charge card contractors to share those transactions
with the eTS if that service is supported without addi-
tional cost to the Government and without adverse
impact to the GSA SmartPay® contract.) The eTS
should support the designation of personal expense
amounts included in posted transactions to prevent
Government reimbursement for those expenses;
4. The eTS should generate, retain, and attach cost esti- ND
mates and comparisons to the appropriate travel
voucher to support constructive cost travel claims;
5. The eTS should provide for matching of centrally is- ND
sued passenger tickets with the appropriate travel
authorizations and/or vouchers.
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1. The eTS should provide for electronic notification to ND
travelers of payments made by disbursing offices or
for disallowance of a claim for an expense. It should
allow for agency flexibility in defining such message
content;
2. The eTS should provide the capability to accept and ND
post Government travel charge card transactions to a
Federal traveler’s eTS account to support voucher
processing. It should allow travelers to assign posted
travel card charges to the appropriate voucher(s).
(Note: This shall not be construed to affect the GSA
SmartPay® contract or require GSA SmartPay® con-
tractors to exchange data with or permit linkage to
the eTS. Federal agencies may post charge card
transactions to the eTS directly or may authorize their
charge card contractors to share those transactions
with the eTS if that service is supported without addi-
tional cost to the Government and without adverse
impact to the GSA SmartPay® contract.) The eTS
should support the designation of personal expense
amounts included in posted transactions to prevent
Government reimbursement for those expenses.
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2. The eTS electronic image support should include the 11.2
capability to submit electronic images of Federal
travelers’ expense receipts by upload via browser-
based functionality and by facsimile for electronic at-
tachment to the appropriate travel voucher. Receipt
images should be stored, indexed to, or associated
with the applicable voucher; and
3. The eTS should support agency-specific policy re- 11.3
garding receipt retention and provide guidance about
that policy to the traveler when preparing a voucher.
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3. The eTS should have the ability to perform foreign ND
currency conversions at Government-approved con-
version rates on the effective date(s) of conversion,
and should be able to account for foreign currency
fluctuations. Examples of Government approved
conversion rates are those identified on Government
travel charge card invoices or other exchange rate
publications to be determined prior to award.
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4. The eTS should support conditional routing and noti- ND
fications as configured by agencies and subordinate
organizations. This includes the ability to manually
or automatically (according to configurable agency
business rules) delegate approval actions to other us-
ers in the event of absence or routing delays. It also
includes the ability to route travel actions for approv-
als based on specific characteristics such as
international travel, conferences, request for actual
expenses, specific funding citations, etc;
5. The eTS should provide the capability to post mes- 6.4
sages within specific travel action functionalities and
display Governmentwide, agency-specific, and or-
ganization-specific messages to users regarding
general information; and
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6. 6.5
eTS notifications and messages should include, but may not
be limited to, the following:
l) Pending travel action approvals;
m) Travel authorization or voucher approved
or rejected;
n) Confirmation of reservations (made by
traveler or travel arranger in traveler’s
name);
o) Confirmation of ticket issuance;
p) Timed reminders for overdue voucher;
q) Timed reminders for approval actions;
r) Travel reimbursement made to account; ND
s) Travel advance deposited to account; ND
t) Split disbursement payments credited to ND
account(s);
u) Defined messages regarding statements,
justifications, certifications, reasons codes,
etc.; and
v) Informative messages, warnings, and dia-
log boxes to guide users in the proper use
of eTS functionalities.
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2. The eTS should provide the ability to ND
add/modify/delete agency- and organization-specific
data fields related to particular travel functionalities
within the eTS.
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7. Existing department, agency, and subordinate organi- 15.7
zation configurations should not be deleted or
adversely impacted by new version releases, up-
grades, or other changes to the eTS except where
those changes directly affect specific functionalities
or features in the existing eTS configuration;
8. The technology infrastructure supporting the eTS 15.8
should be refreshed in accordance with best commer-
cial practices over the life of the contract as a part of
routine operations and maintenance. Technology re-
freshment should maintain robust eTS performance
and improve eTS performance when possible by lev-
eraging cost-effective technology advances as they
become available. Other technology refreshment tar-
gets include, but may not be limited to, accessibility
features, web form functionality, standardized XML
Schema related to eTravel, etc. Offerors should de-
scribe their eTS technology refreshment strategy in
the technical volume of their proposals. The Con-
tractor should document its eTS technology
refreshment policy within the deliverable Program
Management Plan; and
9. The eTS should support handling and viewing of 11.4
electronic receipt images in TIFF, PDF, other com-
mon image formats used on the Internet, and the IRS-
compliant electronic receipt image format used if that
capability is supported (see Section C.6.3.11). Sup-
port for proprietary image formats which are not
viewable by means of native capability of the speci-
fied web browsers or commonly available signed
“freeware” plug-ins is not required.
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1. Data stored within the eTS may vary among low, 16.1
medium, and high sensitivity levels across agencies,
within agencies, and even within individual travel ac-
tions as seen from different agency perspectives.
Agency-specific and possibly data-specific configur-
able security is desirable, but is anticipated to be cost-
prohibitive. Offerors may propose a configurable se-
curity scheme that is more configurable and scalable
if it can be demonstrated to be of greater benefit or
cost-effectiveness to the Government.
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3. The eTS should have an agency configurable session ND
timeout feature (configurable only by an agency eTS
administrator) to prevent inappropriate access and
viewing of any material during user absence. The de-
fault timeout shall be 15 minutes of inactivity such
that if the user has no interaction with eTS for that
time, the user will be required to re-authenticate in
order to resume use of the system. Session state and
data entered at the moment of timeout shall be saved
to the maximum extent possible.
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2. The Contractor should ensure that its employees per- 19.2
forming under this contract receive annual IT security
training in accordance with OMB Circular A-130, the
Federal Information Security Management Act of
2002 (FISMA), and NIST requirements, with a spe-
cific emphasis on rules of behavior.
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Criteria (c), (d), and (e) shall apply for multi-media ND
4.
training products provided as part of the eTS.
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1. 12.1
The business data warehouse should capture and contain all
travel transaction data elements from eTS systems associ-
ated with or required to fulfill the traveler profile (see
Section C.6.3.3), travel receipt images if included in eTS
capabilities (see Section C.6.3.11), query and reporting
(see Section C.6.7.4), business intelligence (see Section
C.6.7.5), and data exchange requirements (see Section
C.6.7.2) of this SOO. Travel data should be indexed in
accordance with the requirements of Sections C.6.3.11.2
(if applicable), C.6.7.4.1, and C.6.7.6.2. Data captured
and stored should also include, but may not be limited to,
detailed travel itinerary and voucher information such as:
e) Purpose of travel;
f) Exception codes and justifications for not ND
using mandatory and/or preferred travel
suppliers;
g) Flight information (carrier, fare basis
codes, class of service, etc.); and
h) Travel cost information for transportation,
lodging, and rental cars, with taxes and fees
ND
paid and tax and fee types separately identi-
fied.
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1. The eTS should have the capability to accommodate 20.2
legacy systems based on older technologies as well as
the latest emerging data standards (e.g., XML
Schema, Web Services involving Simple Object Ac-
cess Protocol (SOAP) messages for remote procedure
calls, message brokers, etc.);
2. The Contractor should establish a standardized data 20.1
exchange mechanism that is “loosely coupled” to ac-
commodate sharing of data with legacy systems while
leveraging new standards to improve information us-
ability over time. Offerors should note if they will be
transmitting/storing standard XML within their pro-
posed eTS environment;
3. XML Schema and XML instance documents created 20.3
and transmitted by the eTS should comply with Fed-
eral XML guidelines as described in the Draft
Federal XML Developer’s Guide; and
4. The eTS should support the capability to associate ND
eTS travel authorization to activation and deactiva-
tion of Government Contractor-issued Individually
Billed Travel Charge Cards (see Section C.6.3.4.2).
This will be accomplished by including appropriate
data elements in the eTS standard data output to en-
able agencies to associate eTS travel authorizations to
travel charge card management through the electronic
access systems associated with their respective travel
charge cards. Activation/deactivation of the travel
charge cards will be the responsibility of the agency.
(Note: Activation/deactivation of the travel charge
cards will be the responsibility of the Federal agen-
cies. Furthermore, this objective shall not be
construed to affect the GSA SmartPay® contract or
require GSA SmartPay® contractors to exchange
data with or permit linkage to eTS.)
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5. Attachment 14A provides an explanation of Standard 20.4
data elements. Standard data elements for eTS data
exchange should adhere to the names and characteris-
tics identified in Attachment 14B with the following
considerations:
b) Data element naming should follow the
guidelines of the CIO Council’s XML
Working Group draft XML Developer’s
Guide, which strongly recommends the
use of either business terms or names that
comply with ISO/IEC 11179, Information
Technology - Specification and Stan-
dardization of Data Elements. (See links
related to ISO/IEC 11179 at
http://metadata-stds.org/ and
http://metadata-
stds.org/document_library.html for addi-
tional information.) General conventions
include, but are not limited to, the use of
upper camel case (e.g., “UpperCamel-
Case”) and lower camel case (e.g.,
“lowerCamelCase”) names, minimal use
of acronyms (unless universally known
across the government travel commu-
nity), avoidance of abbreviations, etc.;
c) Standard data element names provided in
Attachment 14B should be used unless
alternate names conforming to ISO 11179
are proposed. These data element names
are based on travel management (busi-
ness) terms and reflect consensus among
a number of Federal agencies. Business
terms improve readability, whereas ISO
11179 conventions facilitate automated
analysis of schema components for har-
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monization efforts. If different business
terms are proposed for element names
and types, they should represent a con-
sensus among members of the
government travel community.
d) Specific data elements to support invita-
tional travel were not captured in the list
provided as Attachment 14B.
Offerors should propose invitational
travel data elements for the eTS data ex-
change capability if relevant for exchange
with agency business systems.
6. Standard data elements with Sequence numbers 280 20.5
through 385 in Attachment 14B (those labeled as
Standard Data Elements for Business Data Ware-
house and/or Travel Management) have been
identified as important to Federal travel management,
although not necessarily required for exchange with
agency business systems. Offerors should incorpo-
rate these data elements as they relate to the proposed
objectives included in their respective eTS solution.
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2. 13.2
In addition to the required reports specified above, the eTS
should provide the following standard reports:
f) Total spend for travel and transportation of
employees and invitational travelers;
g) Average costs and duration of trips;
h) Amount of official travel by purpose(s);
i) All instances in which the agency author-
ized/approved the use of first-class
transportation accommodations as well as
utilization of first class travel and accom-
modations; and
j) Exception reports documenting all in-
stances and the relevant details when travel
was authorized, accomplished, and/or
vouchered with exception(s) to applicable
travel regulations and policies.
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1. 14.1
To the extent possible with commercially available tools,
the business intelligence capabilities of the eTS should
directly support the business analysis and management
functions listed below at the Governmentwide, depart-
ment, agency, and subordinate organization levels (as
applicable):
g) Budget management;
h) Real-time spend analysis;
i) Preferred supplier utilization and spend;
j) Federal travel trend analysis;
k) Regulatory compliance and regulatory ex-
ception analysis and reporting; and
l) eTS Contractor performance.
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3. The eTS should provide a means for departments, ND
agencies, and subordinate organizations to archive
their travel records by download. Alternately, the
Contractor may supply archived records on durable
media (e.g., CD-ROM). Archived records should be
indexed by travel authorization number, traveler
name, traveler SSN or other employee identification
number, travel destination, and dates of travel.
ND – Not Demonstrated
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1 C.6.3.2 eTravel Portal 6.3.2
1.1 The eTS should deliver functionality proactively, 6.3.2.(2)
presenting it to the user as needed and limiting the
need to “drill down” to access eTS capabilities;
1.2 The eTS should provide the capability to establish 6.3.2.(3)
links to Governmentwide, GSA, and agency-
specific travel-related web sites, documents, and re-
sources. The eTS should provide links from the
eTravel portal to pertinent Federal travel policy and
information resources (e.g., the FTR, per diem in-
formation, etc.). The eTS should be capable of
linking to services and data from other Government
portals and web-based systems; and
2 C.6.5.2 Access and Authentication 6.5.2
2 The eTS should display contact information for the 6.5.2.(2)
eTS Information System Security Officer (ISSO) (to
be provided at the time of contract award) in the ini-
tial portal screen and in all help screens; and
3 C.6.1 Basic Capabilities and Characteristics 6.1
3.1 The eTS should provide a common, streamlined 6.1.(1)
travel management service available Govern-
mentwide that automates and fully integrates
Federal travel management functions;
3.2 The eTS should provide a common, consolidated 6.1.(2)
travel process at a Governmentwide level with con-
figurability at the department, agency, and
subordinate organization levels within the limits al-
lowed by the applicable travel regulations;
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3.3 The eTS should provide a consistent, web-based, 6.1.(3)
self-service environment with an intuitive graphical
user interface and sufficient system prompts, clearly
understandable dialog boxes, and informative mes-
sages to guide users through logical, sequential
processes and collect all necessary information
within all functionalities and modules;
3.4 The eTS should provide web-based administration 6.1.(4)
of travel policy with configurable business rules
(e.g., Governmentwide, agency level, executive em-
ployee policy, staff employee policy, etc.) for all
applicable functionalities;
3.5 The eTS should utilize automated routing, work- 6.1.(5)
flow, messaging, and notifications;
3.6 The eTS should provide comment fields and local 6.1.(6)
fields within all functionalities to support organiza-
tion- and agency-specific business processes and
audit requirements;
3.7 The eTS should support the use of personal 6.1.(7)
charge/credit cards where authorized;
3.8 Offerors should take advantage of and use appropri- 6.1.(8)
ate commercial standards wherever possible to
streamline the acquisition, enhance interoperability,
and reduce costs provided that all mandatory re-
quirements stated herein are met or exceeded;
3.9 Offerors should support establishment of Federal 6.1.(9)
eTravel standards, incorporating appropriate com-
mercial and government best practices into their
eTS solutions; and
4 C.6.8.1 Standard Implementation Services 6.8.1
4.1 Basic business rules and exception procedures; 6.8.1.(1)
4.2 Approval and routing chains; 6.8.1.(2)
4.3 Agency-specific supplier designations; 6.8.1.(3)
4.4 Agency-specific messages and warnings; 6.8.1.(4)
4.5 Incorporation of existing TMC services; and 6.8.1.(6)
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5 C.6.3.1 User Roles, Use Cases, and Account Access 6.3.1
5.1 Offerors should address all business travel processes 6.3.1(1)
outlined in the eTravel Business Process Flow Dia-
gram (Attachment 1) and Notional eTS Operational
Architecture (Attachment 2);
5.2 Offerors should describe use cases in simple text to 6.3.1(3)
facilitate communication among Government travel
subject matter experts who may not have special-
ized IT training; and
5.3 The eTS should provide the ability to add user ac- 6.3.1(2)
counts and traveler profiles limited only by the
concurrent user mandatory requirement;
5.4 Offerors may propose additional or alternative user 6.3.1(4)
roles and use cases that provide the most effective
standardized eTS model and functionality across
Federal agencies. The Government may limit the
number of distinct Federal user roles to six at its
discretion; offerors should provide sound justifica-
tion if more than six Federal user roles are
proposed.
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6.2 The eTS should provide electronic routing and 6.3.15.(1)
workflow of travel actions and notifications to the
desktops of eTS users for information, coordination,
review, and approval/rejection based on agency or
subordinate organization policy and criteria. All re-
jection actions should require the documentation of
the reason for rejection in text and/or configurable
code, and the reason for rejection should be in-
cluded in notifications of rejection provided to eTS
users;
6.3 The eTS should support cross-organizational travel 6.3.15.(3)
and provide cross-agency routing and workflow,
leveraging existing (compatible) agency E-Mail sys-
tems and the eTS application integration capabilities
to the greatest extent possible;
6.4 The eTS should provide the capability to post mes- 6.3.15.(5)
sages within specific travel action functionalities
and display Governmentwide, agency-specific, and
organization-specific messages to users regarding
general information; and
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6.3.15.(6)
6.5 eTS notifications and messages should include, but may
not be limited to, the following:
a) Pending travel action approvals;
b) Travel authorization or voucher approved
or rejected;
c) Confirmation of reservations (made by
traveler or travel arranger in traveler’s
name);
d) Confirmation of ticket issuance;
e) Timed reminders for overdue voucher;
f) Timed reminders for approval actions;
j) Defined messages regarding statements,
justifications, certifications, reasons
codes, etc.; and
k) Informative messages, warnings, and dia-
log boxes to guide users in the proper use
of eTS functionalities.
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8 C.6.6 Electronic and Information Technology Acces- 6.6
sibility
8.1 All criteria apply for elements of the eTS that are 6.6.(1)
non-web browser- based, including, but not limited
to: plug-ins, Java applets, downloaded content, and
administrative and management software.
The contractor shall either build all accessibility fea-
tures in, or develop a solution that is compatible
with assistive technology.
See Section 1194.21 - Software Applications and
Operating Systems.
8.2 All criteria shall apply for web-based elements of 6.6.(2)
the eTS. Criteria (d) means that pages that refer to
style sheets should “degrade gracefully” if the user
chooses to disable style sheet support, although eTS
users are required to use a modern browser that
supports CSS (Cascading Style Sheets).
See Section 1194.22 - Web-based internet informa-
tion and applications.
9 C.6.3.6 eTS Booking Engine 6.3.6
9.1 The eTS should provide the traveler or travel ar- 6.3.6.(11)
ranger with access to the traveler’s previous trip
itineraries;
9.2 The eTS should support the creation, storage, and 6.3.6.(8)
shared use of standard individual and shared trip
templates;
9.3 The eTS online booking engine should encode and 6.3.6(5)
decode airline and city/airport codes for the traveler;
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9.4 The eTS online booking engine should provide the 6.3.6.(1)
ability to compare carrier fares as well as rental car
and lodging rates to support selection of the itiner-
ary, carrier, and/or vendor(s) most advantageous to
the Government. This should include the capability
to display fare comparisons from multiple fare
sources (i.e., City Pair fares vs. other fares), alter-
nate airports, etc;
9.5 The eTS online booking engine should provide 6.3.6(6)
graphical seat maps and the capability to reserve
seat assignments where commercially available;
9.6 The eTS should provide the ability to automatically 6.3.6.(10)
identify and communicate exceptions to travel pol-
icy to multiple recipients (e.g., traveler, approvers,
etc.);
9.7 The eTS should have the ability to designate fre- 6.3.6.(14)
quent or loyal traveler program account number(s)
in reservations.
C.6.3.3 Traveler Profiles 6.3.3
9.8 Traveler profile data within the eTS should be used 6.3.3.(1)
to pre-populate applicable data to the maximum ex-
tent possible within travel actions of all types (e.g.,
travel authorizations, reservation records, etc.); and
9.9 The eTS traveler profile should provide for entry 6.3.3.(2)
and retention of the traveler’s default transportation
and accommodation requirements and preferences
(e.g., rental car class, seating preferences, ticketing
preferences, etc.) and travel program affiliations
9 C.6.3.6 eTS Booking Engine 6.3.6
9.10 The eTS should provide the ability to make self ser- 6.3.6.(7)
vice international air travel reservations that comply
with all applicable regulations;
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9.11 The Contractor should allow TMC reporting sys- 6.3.6.(3)
tems and TMC created PNRs to be retrieved and/or
viewed through the eTS online booking engine. It
should work with any TMC mid-office system(s) to
meet file finishing requirements;
10 C.6.3.7 Fulfillment 6.3.7
10.1 Offerors should propose expedited agency TMC incorpo- 6.3.7.2
ration schemes to speed agency adoption of the eTS and
eTS transaction volume growth; and
10.2 The eTS Contractor is not required to provide traditional 6.3.7.(2)
TMC fulfillment services. In order to achieve the eTravel
vision of a unified travel management service, and to per-
mit Federal agencies to obtain complete end-to-end travel
management services from an eTS vendor, the eTS offer-
ing should provide fulfillment capabilities that meet
requirements for Travel Agent Services/Travel Manage-
ment Center Services for reservations specified in the
GSA Travel Services Solutions solicitation (Solicitation
No. FBGT-VH-030001-B available at
http://www.eps.gov/spg/GSA/FSS/FBG/FBGT-VH-
030001-B/listing.html).
10 C.6.3.5 Reservations 6.3.5
10.1 Offerors should propose expedited agency TMC ac- 6.3.5.(1)
commodation schemes to facilitate adoption of the
eTS and speed eTS transaction volume growth;
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10.2 The eTS Contractor is not required to provide tradi- 6.3.5.(2)
tional TMC reservation services. In order to
achieve the eTravel vision of a unified travel man-
agement service, and to permit Federal agencies to
obtain complete end-to-end travel management ser-
vices from an eTS vendor, the eTS offering should
provide non-self service reservation capabilities that
meet the requirements for Travel Agent Ser-
vices/Travel Management Center Services for
reservations specified in the GSA Travel Services
Solutions solicitation (Solicitation No. FBGT-VH-
030001-B available at
http://www.eps.gov/spg/GSA/FSS/FBG/FBGT-VH-
030001-B/listing.html);
10.3 The eTS should provide access to as many domestic 6.3.5.(3)
and international lodging sources as possible;
10.4 The eTS should take advantage of promotional and 6.3.5.(4)
spot discount lodging rates to the maximum extent
possible; and
10.5 The eTS should support the integration and passing 6.3.5.(5)
of pertinent reservation data from the TMCs under
contract to Federal agencies and from the eTS
online booking engine to associated travel actions
(e.g., travel authorizations, vouchers, etc.) within
the eTS.
11 C.6.3.11 Travel Receipts 6.3.11
11.1 The eTS should support submittal and storage of 6.3.11.(1)
electronic images of receipts that comply with ap-
plicable Internal Revenue Service (IRS) electronic
receipt requirements;
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11.2 The eTS electronic image support should include 6.3.11.(2)
the capability to submit electronic images of Federal
travelers’ expense receipts by upload via browser-
based functionality and by facsimile for electronic
attachment to the appropriate travel voucher. Re-
ceipt images should be stored, indexed to, or
associated with the applicable voucher; and
11.3 The eTS should support agency-specific policy re- 6.3.11.(3)
garding receipt retention and provide guidance
about that policy to the traveler when preparing a
voucher.
6.4.2
C.6.4 Technology Capabilities and
Characteristics
11.4 The eTS should support handling and viewing of 6.4.2.(9)
electronic receipt images in TIFF, PDF, other com-
mon image formats used on the Internet, and the
IRS-compliant electronic receipt image format used
if that capability is supported (see Section C.6.3.11).
Support for proprietary image formats which are not
viewable by means of native capability of the speci-
fied web browsers or commonly available signed
“freeware” plug-ins is not required.
12 C.6.7.1 Business Data Warehouse 6.7.1
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6.7.1.(1)
12.1 The business data warehouse should capture and contain
all travel transaction data elements from eTS systems
associated with or required to fulfill the traveler profile
(see Section C.6.3.3), travel receipt images if included
in eTS capabilities (see Section C.6.3.11), query and re-
porting (see Section C.6.7.4), business intelligence (see
Section C.6.7.5), and data exchange requirements (see
Section C.6.7.2) of this SOO. Travel data should be in-
dexed in accordance with the requirements of Sections
C.6.3.11.2 (if applicable), C.6.7.4.1, and C.6.7.6.2.
Data captured and stored should also include, but may
not be limited to, detailed travel itinerary and voucher
information such as:
b) Exception codes and justifications for not
using mandatory and/or preferred travel
suppliers;
c) Flight information (carrier, fare basis
codes, class of service, etc.); and
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13.2 6.7.4.(2)
In addition to the required reports specified above, the
eTS should provide the following standard reports:
b) Average costs and duration of trips;
d) All instances in which the agency author-
ized/approved the use of first-class
transportation accommodations as well as
utilization of first class travel and accom-
modations; and
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15.3 The eTS application integration capabilities should 6.4.2.(3)
include flexible transport, routing, scheduling, and
data translation services based on mes-
sage/integration brokering and XML Web Services
architectures;
15.4 The application server, web server, and portal com- 6.4.2.(4)
ponents component of the eTravel solution should
be based on J2EE or .Net architectures;
15.5 The application server, web server, and portal com- 6.4.2.(5)
ponents of the eTravel solution should be deployed
on a UNIX or Windows 2000 or later operating sys-
tem platform;
15.6 The operational database platform(s) for the eTS 6.4.2(6)
should be based on either Oracle version 7 or later,
or Microsoft SQL Server version 7 or later. Also
any database and application server components
should be deployed using either a UNIX or Win-
dows 2000 or later operating system platform;
15.7 Existing department, agency, and subordinate or- 6.4.2(7)
ganization configurations should not be deleted or
adversely impacted by new version releases, up-
grades, or other changes to the eTS except where
those changes directly affect specific functionalities
or features in the existing eTS configuration;
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15.8 The technology infrastructure supporting the eTS 6.4.(8)
should be refreshed in accordance with best com-
mercial practices over the life of the contract as a
part of routine operations and maintenance. Tech-
nology refreshment should maintain robust eTS
performance and improve eTS performance when
possible by leveraging cost-effective technology ad-
vances as they become available. Other technology
refreshment targets include, but may not be limited
to, accessibility features, web form functionality,
standardized XML Schema related to eTravel, etc.
Offerors should describe their eTS technology re-
freshment strategy in the technical volume of their
proposals. The Contractor should document its eTS
technology refreshment policy within the deliver-
able Program Management Plan; and
16 C.6.5.1 General Security Standards 6.5.1
16.1 Data stored within the eTS may vary among low, 6.5.1.(1)
medium, and high sensitivity levels across agencies,
within agencies, and even within individual travel
actions as seen from different agency perspectives.
Agency-specific and possibly data-specific config-
urable security is desirable, but is anticipated to be
cost-prohibitive. Offerors may propose a configur-
able security scheme that is more configurable and
scalable if it can be demonstrated to be of greater
benefit or cost-effectiveness to the Government.
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17.1 Prior to availability of the final eAuthentication 6.5.2.(1)
Gateway, the Contractor should use the interim
eAuthentication Gateway and credentials from sup-
ported Federal credential providers. Alternately,
and with the approval of the GSA Contracting Offi-
cer, the Contractor may fulfill the role of credential
provider for eTS at the User ID and Password au-
thentication level if the interim eAuthentication
Gateway and Federal credential providers are not
used. A minimum assurance level for the eTS will
be specified by the eTravel PMO promptly after the
final eAuthentication Gateway assurance levels
have been defined and prior to contract award;
18 C.6.5.3 Web Browser Security 6.5.3
18.1 Where necessary to provide eTS functionality, cer- 6.5.3.(1)
tain mobile code technology may be employed, such
as signed Java applets, signed Java JAR files,
JavaScript, JScript, and ECMA-Script. These tech-
nologies are considered a limited risk and, if
employed, shall be addressed in the eTS Security
Plan including compensating controls which miti-
gate that risk.
19 C.6.5.5 Personnel and Physical Security 6.5.5
19.1 The Contractor should accommodate agency- 6.5.5.(1)
specific personnel security requirements, including
but not limited to ensuring that all contractor per-
sonnel meet applicable agency security and/or
clearance requirements. The Contractor may pro-
pose staff with other security clearances as long as
their clearances meet or exceed the levels stated
herein; and
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19.2 The Contractor should ensure that its employees 6.5.5.(2)
performing under this contract receive annual IT se-
curity training in accordance with OMB Circular A-
130, the Federal Information Security Management
Act of 2002 (FISMA), and NIST requirements, with
a specific emphasis on rules of behavior.
20 C.6.7.2 Data Exchange 6.7.2.2
20.1 The Contractor should establish a standardized data 6.7.2.2.(2)
exchange mechanism that is “loosely coupled” to
accommodate sharing of data with legacy systems
while leveraging new standards to improve informa-
tion usability over time. Offerors should note if
they will be transmitting/storing standard XML
within their proposed eTS environment;
20.2 The eTS should have the capability to accommodate 6.7.2.2.(1)
legacy systems based on older technologies as well
as the latest emerging data standards (e.g., XML
Schema, Web Services involving Simple Object
Access Protocol (SOAP) messages for remote pro-
cedure calls, message brokers, etc.);
20.3 XML Schema and XML instance documents created 6.7.2.2.(3)
and transmitted by the eTS should comply with
Federal XML guidelines as described in the Draft
Federal XML Developer’s Guide; and
20.4 Attachment 14A provides an explanation of Stan- 6.7.2.2.(5)
dard data elements. Standard data elements for eTS
data exchange should adhere to the names and char-
acteristics identified in Attachment 14B with the
following considerations:
a) Data element naming should follow the
guidelines of the CIO Council’s XML
Working Group draft XML Developer’s
Guide, which strongly recommends the use
of either business terms or names that com-
ply with ISO/IEC 11179, Information
Technology - Specification and Standardi-
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zation of Data Elements. (See links related
to ISO/IEC 11179 at http://metadata-
stds.org/ and http://metadata-
stds.org/document_library.html for addi-
tional information.) General conventions
include, but are not limited to, the use of
upper camel case (e.g., “UpperCamelCase”)
and lower camel case (e.g., “lowerCamel-
Case”) names, minimal use of acronyms
(unless universally known across the gov-
ernment travel community), avoidance of
abbreviations, etc.;
b) Standard data element names provided in
Attachment 14B should be used unless al-
ternate names conforming to ISO 11179 are
proposed. These data element names are
based on travel management (business)
terms and reflect consensus among a num-
ber of Federal agencies. Business terms
improve readability, whereas ISO 11179
conventions facilitate automated analysis of
schema components for harmonization ef-
forts. If different business terms are
proposed for element names and types, they
should represent a consensus among mem-
bers of the government travel community.
c) Specific data elements to support invita-
tional travel were not captured in the list
provided as Attachment 14B.
Offerors should propose invitational travel
data elements for the eTS data exchange
capability if relevant for exchange with
agency business systems.
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20.5 Standard data elements with Sequence numbers 280 6.7.2.2.(6)
through 385 in Attachment 14B (those labeled as
Standard Data Elements for Business Data Ware-
house and/or Travel Management) have been
identified as important to Federal travel manage-
ment, although not necessarily required for
exchange with agency business systems. Offerors
should incorporate these data elements as they relate
to the proposed objectives included in their respec-
tive eTS solution.
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